Many reviewers describe claims that move slowly, go unacknowledged, or are hard to chase after purchase. Many also report large, unexpected premium jumps at renewal. A small number say they received reimbursement on time after paying the expected excess. A few mention specific exclusions that apply to older pets.
Examples from available reviews (Mar 2026).
Claim submitted in August still unpaid by October despite cancelling.
“I still haven't been paid.”
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”
Reimbursed fully minus excess after four weeks as expected.
“I was fully reimbursed minus the £199 excess.”
Many reviews point to problems with claim handling. Several customers say claims submitted months earlier were still unpaid or not reviewed by assessors. Multiple accounts also mention admin errors and policies being cancelled while claims were still unresolved.
Renewal prices come up as a main concern in many reviews. Customers describe steep monthly increases at renewal, sometimes after making a claim. A few mention modest or stable renewals, but these are rare in the sample.
Reviewers report limited account access and weak phone support. Some describe complaint forms that will not load, and calls that drop, go unanswered, or are not returned. These hurdles make it harder to move a claim forward.
Only a small number of reviews talk about policy terms and exclusions. One review says older cats do not receive a death benefit. Another describes a simple reimbursement after the excess was deducted.
Communication issues show up repeatedly. Several customers say email replies stopped, or they received an acknowledgement and then nothing for weeks. A small number also describe staff as brusque or unsympathetic when they did make contact.
Overall, these reviews lean negative, mainly because of post-sale service problems and renewal pricing. Several low-rated experiences sit alongside a few isolated reports of smooth claim payouts. Most complaints focus on stalled claims, difficulty reaching the company, and unexpected renewal increases.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Quotes shortened · As of: March 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 for cats and dogs. It provides written policy documents that explain cover limits, excesses, and exclusions. Petwise underwrites and handles claims, and offers quotes and renewals online and through advisers. Customers can contact support by phone or email for policy questions and claims. Customers and advisers can read the policy wording and terms to check cover details before buying.