Across the provided reviews most customers report significant delays in claims processing and difficulty getting clear updates, with multiple accounts of waiting several weeks to months. A large number of reviewers cite steep premium increases at renewal, sometimes giving concrete examples of substantial percentage hikes. Communication problems recur: many reviewers describe unanswered emails, long phone waits and broken online complaint forms. There are a few reports of timely, full reimbursements (for example one reviewer received a full payout minus excess in about four weeks), but these are rare in this sample. Consumers considering Petwise should read policy terms carefully—especially for senior-pet and lifetime policies—keep claim paperwork, note timelines and consider how renewal pricing and complaint routes would affect them.
Examples from available reviews (Feb 2026).
Reimbursed fully minus excess after four weeks as expected.
“I was fully reimbursed minus the £199 excess.”
Claims delayed around three months with unhelpful communication.
“the delay is due to the number of claims submitted”
Premium rose 218% and staff treated reviewer rudely and unsympathetically.
“Previous premium £99.53 new premium £316.51 per month”
Claim processing repeatedly delayed and no online account access.
“This is the only pet insurance that I know of that you can’t actually access your account online”
Most reviewers report lengthy claim processing and inconsistent handling when seeking payouts, producing repeated complaints and escalations to external bodies.
Many reviewers describe sharp renewal increases and perceived poor value, with multiple reports of substantial percentage rises and unaffordable premiums.
Customers frequently report long phone waits, broken online forms, system errors and a lack of accessible online account tools when interacting with Petwise.
Reviews include disputed claim eligibility and unclear policy terms for senior pets; a minority report successful lifetime-cover payouts and accepted claims.
Reviewers commonly report little or no response to emails, vague advisor replies and difficulty getting meaningful updates when chasing claims or complaints.
Overall reviewer sentiment is negative, dominated by delays, poor communication and steep renewals; isolated reviewers report satisfactory, timely reimbursements.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Quotes shortened · As of: February 2026
Reviewer warns company collects premiums but mishandles claims.
“they're happy to collect your premiums.”
Claims delayed around three months with unhelpful communication.
“the delay is due to the number of claims submitted”
Policy lacked death benefit for a senior cat and payout delayed.
“no death benefit on cats over 11”
Claim delayed eight weeks and company ceased replying to emails.
“It's now been 8 weeks and they have stopped replying to my emails.”
Farewell cover claim promised in four weeks remained unresolved by October.
“Complaints form on their website, once filled out takes you to ‘page not found’ screen.”
Claim acknowledged but no further responses and poor contactability.
“Only correspondence I got was a renewal for my (dead) dog!”
Claim submitted in August still unpaid by October despite cancelling.
“I still haven't been paid.”
Renewal increased after claim and advisers were inflexible and unhelpful.
“my renewal quote went from £79 to £222 because I had made a claim.”
Reimbursed fully minus excess after four weeks as expected.
“I was fully reimbursed minus the £199 excess.”
Vet submitted claim in August but assessor had not reviewed it after months.
“my claim had not even be picked up by a claim assessor”
Premiums rose dramatically and claims took months to settle.
“they have raised premiums in an effort to claw back money I have claimed”
Farewell cover claim submitted but unresolved after fifteen weeks.
“nothing has been done for 15 weeks!!”
Claim processing repeatedly delayed and no online account access.
“This is the only pet insurance that I know of that you can’t actually access your account online”
Renewal increased significantly despite no claims or health issues.
“increase in cost from £25 to nearly £63 a month”
Premium rose 218% and staff treated reviewer rudely and unsympathetically.
“Previous premium £99.53 new premium £316.51 per month”
Renewal rose sharply despite no claims or health conditions.
“My renewal has come in and has gone from £32.11 to £84.77 a month.”
Payment delays and administrative errors left a dog uninsured.
“I am still waiting after 5 weeks for payment for my other dogs operation”
No communication and phone calls are unanswered or cut off.
“no communication - no one answers the phone you just get cut off”
Claim submitted in July still unresolved by late August, calls unanswered.
“submitted to them on 10th July 2024, as of 27th August 2024, still not sorted”
Renewal jumped from £52 to £133 despite no claims, customer service poor.
“£52 TO £133 POUNDS JUMP TO RENEW!”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Petwise is a UK pet insurance provider that sells policies for cats and dogs, including options marketed for older pets and lifetime cover. Policies typically cover veterinary fees and may include add-ons such as dental or farewell/cremation cover, subject to policy terms and excesses. People searching Petwise reviews often focus on claims handling, renewal pricing, customer service and coverage for senior pets. Independent comparison of policy terms and complaint options is advisable before buying or renewing a policy.