Customer service is awful they don't listen to you at all!

My poor dog underwent elbow dysplasia surgery in June 2025. My claim of just short of £3.5k was submitted on the same day by the... My poor dog underwent elbow dysplasia surgery in June 2025. My claim of just short of £3.5k was submitted on the same day by the vet surgery. I quickly received a flurry of messages in the first few days, saying they needed further information and if they did not receive that information within 30-days, they would close the claim. The vet surgery consistently provided the info they needed. I heard nothing then until August 2025 when I chased them up. At that point, Asda said they again needed more information, which the surgery provided on the same day. I called again in September and also wrote them - I received a reply to say they now had all the information they needed and the claim would be assessed. I chased again in October 2025 - claim is STILL waiting for an assessor to get to it. It is now 24 December 2025 and I have heard literally not one word from Asda. Over six months since my claim was submitted, with nothing but excuses about backlogs and how they are really busy. Reading the reviews, and the amount of time they are taking, I am guessing they will refuse to pay on the basis that my dog had a pre-existing condition (he didn’t). Unbelievably bad customer service and shocking company. They honestly do not care. The customer service reps just read a script, give stock answers and apparently cannot help at all. I wish I had never taken out the policy, and will never give Asda any more business. Read more Read less

From start to finish the call handling was fabulous especially tom whom I spoke with twice, From starting my claim to settling the funds. Amazing thanks.

Is very good and you money is going to be in your account in 2 seconds

Recently my cat had to have all her teeth removed. Luckily the Lifetime Policy I chose covered dental due to illness. I raised a claim... Recently my cat had to have all her teeth removed. Luckily the Lifetime Policy I chose covered dental due to illness. I raised a claim and found the process very easy to do on line. Emails kept me informed on how my claim was progressing. Once they received the information from the vets, they settled the claim this week. The whole process has been very smooth. Read more Read less

Made a claim for my pet who unfortunately had to be taken to emergency vets late at night, and subsequently died despite the vet's best... Made a claim for my pet who unfortunately had to be taken to emergency vets late at night, and subsequently died despite the vet's best efforts. When I claimed, minus the mandatory £100 excess, I was also told they do not cover 'out of hours admission fees' which put me out of pocket another circa £200. Like my pet was supposed to have their accident within 'normal vet hours'- crazy. So poor experience. Read more Read less

Great experience customer service is brilliant. Good value for money

Avoid avoid avoid this credit card.Any offer advertised as an incentive will not be honoured and they come up with excuses.Customer service is terrible and... Avoid avoid avoid this credit card.Any offer advertised as an incentive will not be honoured and they come up with excuses.Customer service is terrible and you are not protected from fraud. Read more Read less

Dex brentnall 41 water street Northwich Cheshire cw95hp