Petwise Insurance レビュー 3,374

I would advise that you avoid this company at all costs.......they're happy to collect your premiums. In the event that you have to make a claim........God help you!

Look elsewhere. You'll end up regretting taking out a policy with Petwise! ☹☹☹☹☹☹☹☹☹☹☹☹☹☹☹☹☹☹☹☹☹

I made 3 claims over 2 months for our senior dog.

2 claims received by the company on 11 Sept (subsequent claim a few weeks later) are still being processed.

On the few occasions I’ve called to chase, I’m simply told that “the delay is due to the number of claims submitted”. When I ask for further detail (e.g. for how long has this been the case? Or - can you give me an indication of how long I will have to wait? Etc.) The frustrating responses are meaningless and unhelpful: “we do not have that information”. “I can only apologise. “Managers are doing everything they can to reduce the backlog”.

I have today lodged a complaint, but I am not convinced that will help at all. I was not even given a complaints reference. Simply told that they will look at my complain over the next 48-hours and someone will email me within 3-days after that. If I was a gambler, I’d put money on the email response being along the same “we can only apologise… blah blah blah” lines as the unsatisfactory response from telephone advisors.

I’ve been a pet owner for 25 years and have never known it take in the region of 3-months (11-weeks to date, to be precise) to process a claim.

Whilst I’m only one customer, I will take the only action available to me - never give this company my custom again, and warn other potential customers of the significantly sub-par service.

Since I last posted a review about the disgraceful way this business is run, my beloved pet has passed away. I have a lifetime policy on a cat aged 12 and am told there is no death benefit on cats over 11.......on a specific policy for senior animals!!! Absolutely disgrace of a company.
They have been messing us about since April this year on a pay out, which our vet has strongly backed us on. The money is not the issue, it will never make up for the loss of our pet, it's the principle.

Delayed claim and terrible communication

I received an email on 29 August to say the claim had been received and would be processed within 4 weeks. After 4 weeks I followed up, and eventually received a response to say my claim is still waiting to be processed. It's now been 8 weeks and they have stopped replying to my emails.

After doubling my premium earlier this year (with no previous claims), and no receiving terrible customer service I am very disappointed. Impossible to reach on the phone.

After reading other reviews it looks like a lot of people are having the same issue. Highly disappointing.

Email on 15th August 24 saying farewell cover claim will be assessed within 4 weeks. still waiting 11th October. No response to email chasers. Can’t get through on the phone. Complaints form on their website, once filled out takes you to ‘page not found’ screen. A disgrace.

Awful customer service. Claim reference PWS121448028, Roly, acknowledged 3rd August have heard nothing since. Petwise have not responded to any emails and are virtually impossible to reach by phone. Only correspondence I got was a renewal for my (dead) dog! Very disappointed

So I cancelled my pet insurance due to the length of time taken to reimburse and I didn't know my vet had put in a claim on August 17th and here I sit on October 1st and.. I still haven't been paid.Once upon a time the company had a good reputation so disappointed but so glad I cancelled. And now it's October 24th and still no end to this saga.

I have Petwise insurance and my renewal quote went from £79 to £222 because I had made a claim. I phoned up to talk through my options and found the company totally inflexible. I wanted to look at options to reduce my vets fees cover down and to also increase my excess. I managed to get a new quote for 8k,6k and 4k wets fees at my current excess of 199 but they were unable to provide me with quotes for the higher excess of 249 because there system couldn't process it. I was asked to change my existing policy in order to process the quote. Absolutely ridiculous. The lady I spoke to continually put me on hold as is she didn't have the knowledge to help me and was constantly checking with someone, I asked to speak to a manager and no one would talk to me. All I am trying to do is stay with the company but at a different level of cover why is it so hard. My only option was to wait for a manager call back from. Tom or She, within 72 hours (is that working hours?). I have no confidence that will happen. If you read this Petwise my policy is for a dog whose name begins with B, Perry at RG208AQ please call me urgently if you want to keep my business.

I paid a £1400 vet bill after my 10 year old Cocker Spaniel was unwell. I did not expect much back after experiences with other insurers however, I was fully reimbursed minus the £199 excess.

It took 4 weeks but they pre warned me of the process times and overall I am extremely happy.

Worst pet insurance company I have ever used I took the insurance out with Petwise as they insure senior dogs. Unfortunately my staffie became ill and spent a night in the vets. Not only was it stressful my dog being unwell but I had to pay the bill upfront via Klarna payments. Petwise received the claim form from my vets on the 7th of August I have chased an update the latest being on the 21st September only to be told my claim had not even be picked up by a claim assessor and I was told that there was no guarantee it would even be picked up this week. I was told my claim would be assessed within 4 weeks this has been the most stressful experience I have ever had with a pet insurance company my next klana payment is due this week and I have now got to find the payment as I have still not been paid out!!!!!!!

08/10/24 Update been 2 months now since forms were submitted by my vet no update no payment next step Ombudsman. PN PWS122511846

This company is terrible for customer service and processing times for claims. I have submitted claims in the past where I have waited for months for settlement. The last claim took 4 phone calls and two emails between myself and the vet to settle over a period of 3 months. They rarely responded to my emails and only do something when activated by a follow-up phone call. I was on hold for over 35 minutes to speak to them about my insurance policy which they have raised by almost 700% in just over one year to over £3000. As a result, I tried insurance elsewhere but because my dog is over 10 years old and has pre-existing condition (although it is now cured!), other insurance companies will not offer cover. It is obvious that Petwise have raised premiums in an effort to claw back money I have claimed in previous years yet they state standard hymn sheet excuses for explaining the rise. 700% increase! Seriously!

I could not give more than one star as my experience has been shocking.
Our dog had to be put to sleep one week before his fifteenth birthday on 26th June 2024.
We didn’t claim vet fees for the euthanasia,we did however claim for his cremation under the Farewell cover section of the policy,this was sent on 31st June,nothing has been done for 15 weeks!!

Like trying to get blood out of stone. We had one of our dogs insured with PetWise for 2 years, this year unfortunately she needed a op, but trying to get the payout is so exhausting i Waited the 4 weeks that they say Claims take for payout, didn’t hear anything so called them to see where the claim was at, was told they were behind and was taking up to 5 weeks, called back the following week to be told they were very busy and I would definitely receive a email and payment within the following week, no call, no email, I called back again and was being fobbed off yet again, i then told them if I hadn’t received the payout within the following week that I would be putting in a formal complaint and reporting to the ombudsman, and hey presto 🪄 I received a email within 3 days to say the claim had been assessed and payout was within the next 2 days after. This is the only pet insurance that I know of that you can’t actually access your account online you have no option but to call them every time you need anything. We had decided not to renew the policy when it expired, but they wanted to make absolutely sure that we didn’t, when the renewal came through we had been paying £48 a month but they put it up to £164 a month.

Renewal came in this year increase in cost from £25 to nearly £63 a month
I know my dog is 10 but had no claims.

The advisor didn't give me thorough info why the policy had increased only to say costs gone up very dissapointed.
I also made enquiry a while ago re possible claim for Dental cover but no claim submitted.
He said the enquiry went against me not happy at all .

Well where to start! I never write bad reviews but this has been very distressing.
So I appreciate my dog is 12 and has had liver problems recently, however it’s not only the price increase of 218% that is disgusting but the way i and my dog have been treated by this company has been awful. Previous premium £99.53 new premium £316.51 per month, so I called to discuss this Rosey who answered the call was helpful and kind, however her manager Peter was awful and stated just because my dog is on palliative care why should I be given a discount. Now I have been with many insurers over the years for my dogs and this is by far the worst conversation I have ever had to have, this is a heart breaking time for me and my family. I asked if the premium could be looked at and if they would consider a discount as this is simply unaffordable for anyone to manage. Now he admitted they get commission but refused to look at a reduction, I was also advised on the call with Rosey they are understaffed and going through some changes so things were maybe not being dealt with in the best way, and that my previous claims have gone past the deadline to be reviewed and paid out, I am also a vulnerable customer which had not been flagged on the system. Peter the Manager!!! was rude, cold, condescending considering my girl is now on palliative care, now working for a pet insurance company you would think they would have some compassion and humility. But apparently not. When I asked why no one had called me to discuss the renewal I was told we do not call our clients!! I’m sure none of this comes under TCF treating your customer fairly and I’m 100% sure they are not following the vulnerable client act either and honestly the whole experience has been upsetting, distressing and caused a lot of anxiety as I want to do what’s best for my girl when she needs us most not be priced out of the market as they know they have us over a barrel, this is not how insurance should work, insurance is supposed to be there to protect people in their time of need not take advantage of vulnerable people in a terrible situation. I would Like to state I work for insurance and understand how it’s works and understand premiums go up and she is now deemed a higher risk, but there has been zero evidence as to why they think a 218% increase is acceptable. I have made a formal complaint and shockingly I have received an email from the company and they are now trying to dispute our claims from this year for her palliative care! Which has been ongoing since April, I find it convenient you now do not wish to pay out for her claims now I have told you not to renew her policy, and would think this comes under discrimination tbh. They have also asked for proof of her previous insurance schedules, premiums paid and so on! What has that got to do with this current claim? I am also calling the insurance ombudsman on this as I feel some of this data is not relevant to the claim/complaint even though I have gathered all the data from my previous insurer and they were really helpful (thank you Tesco) I have also asked for a full Medical history from the vets as when she clasped in April 2022 this was cancer related and you are now questioning me for having her on yumove, any decent pet owner of large breed dogs knows they are the best joint supplements and I provide them to all my dogs from puppy stage due to oap stage to help with growth strength and so on as their bodies grow and change, but all you care about is charging me £3800 for her insurance and now not wanting to pay out on claims you have sat on since April!!! Yet when I called to discuss this I was told you don’t see any reason as there’s nothing in the policy wording excluding pain relief for palliative care! Also I was put on a 6 month extension at renewal as they were swapping out their underwriters and now they are accusing me of having a gap in insurance! Dreadful company poorly run and underwritten oh and your renewals are generated by a computer and no one reviews them as they do not have time!

I insured my 10 year old dog a year ago after being promised that Petwise Senior do not raise renewal prices steeply each year. My dog has no health conditions and we have made no claims. My renewal has come in and has gone from £32.11 to £84.77 a month. I think this is really unfair and I am very disapointed with this company

I’ve been with petwise for a couple of years now for both my dogs.
I have had to claim for both for medical conditions and it has left me out of pocket because of the length of time it takes petwise to payout.
Also when I tried to renew, (even though their service is appalling my dog has an ongoing condition) they have lost the details, cannot find the recorded phone call and now my dog is not insured and I wouldn’t be able to insure her with this condition.
I am still waiting after 5 weeks for payment for my other dogs operation leaving me to use a credit card balance transfer with fee to pay the vet bill.
Emails go unanswered, phone calls seem to take forever to get through (I spent over 3 hours in 5 calls trying for a renewal) and if it wasn’t for lifetime insurance I would go elsewhere.
I think it’s time to complain to the ombudsman…..

Update
I’ve now been given notice of payment for Morse op, but his insurance has gone up by 300% from £46.94 to £149.27. Can’t afford that
Policy numbers PWS123941469
PWS121162764

If I could give them zero stars I would - no communication - no one answers the phone you just get cut off On the verge of complaining to the insurance ombudsman about them

The company are very poor...the claim process takes months to complete..There were no delays from my end...The Vets dealt with the claim, filling all the relevant paperwork and claim form..submitted to them on 10th July 2024, as of 27th August 2024, still not sorted...As for trying to talk to someone...Been waiting on a call now for 17 minutes and not a sole answering....Avoid

AVOID!
AVOID!
£52 TO £133 POUNDS JUMP TO RENEW!

MY GIRL IS 11.
NEVER CLAIMED AND NO HEALTH ISSUES WHATSOEVER!

RIDICULOUS!

Customer service completely useless!