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Co-op Insurance: Pet Insurance reviews

Name: Pet Insurance
Rating: 1.6 (30 reviews)

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1.21

Based on 30 reviews, last reviewed 10th Jan 2025

No new 5 star reviews

in the past 90 days

700% increase in 1 star reviews

in the past 90 days

10%

3 star

2 star

83%

Latest highest rating:

5

No discrimination The Co-op pet insurance plan is great in that I have 24 hour access to a vet online something that is very reassuring as no vet near me does out of ho... Read more Reviewed on: 11th March 2023

Latest lowest rating:

1

Over 9 weeks since claim, still waiting... Been waiting over 9 weeks for a claim to be assessed (not 4 weeks as they claim when the policy is bought). Been told they are 'very busy' with no est... Read more Reviewed on: 10th January 2025

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About this product

Reading customer reviews is the best way to gain genuine insight into a financial product. And when it comes to protecting your pet, you want the best policy around. We collect Co-op pet insurance reviews to help you make an informed decision when choosing your next provider.

Co-op offers pet insurance for cats and dogs with no maximum age limit. Choose between a Lifetime or Time limited policy, with each having a choice of flexible levels of cover. All policies have a discount available for Co-op members.

If Co-op sounds like the right provider for you and your pet, find out more by reading out reviews. Learn what animals policyholders have insured with Co-op and which policy they chose. Find out about the customer service and claims process. Discover how satisfied customers have been with their policies. Read all of this and more in our Co-op pet insurance reviews.

Have you had a pet insurance policy with Co-op? Share your experience with our Smart Money People community to help others like you make better financial decisions. Tell us whether you’ve insured a cat or a dog and which policy you chose. Don’t forget to tell us what level of cover you took out as well. Are you a Co-op member, and if so, were you satisfied with your savings? Have you had to make a claim on your policy, and if so, how well was it dealt with? Would you renew your policy and recommend the provider to family and friends? Leave an honest Co-op pet insurance review today.

Co-op Insurance Pet Insurance reviews (30)

Review of the Co-op Insurance, Pet Insurance:

Poor customer service

When calling for an update on a claim submitted on the 18th September 2024, was told I would receive regular updates but as of the 19th December I have not been contacted once. When I do get through to an agent I am told that there is a high volume of claims and it will take another two weeks before the claim is seen by an assesor. Poor service as it is my first claim since I started the policy in 2015 and I am paying £65 a month Reviewed on: 19th December 2024

Avoid like the plague, not what it used to be.

We’ve been with Coop Pet Insurance for years and had previously been very happy with them and their claims handling. However Coop pet insurance is now administered by Insurance Factory ltd. There are a lot of negative reviews and feedback on this site and we have experienced and can agree with the views of many of their dissatisfied customers. They were exceedingly slow (9.5 weeks after the visiting the vets) to assess and settle our claim. This almost certainly happens as a matter of policy whether deliberate or as a consequence of under resourcing it serves to keep monies in their bank. When finally they did settle it was only for £168 of the £431 the vets invoiced. In addition to £100 excess we were expecting they deducted a further £138 for out of hours consultation which exceeded their £100 limit and a further £25 for the admin charge. Whilst these exclusion are referred to in their policy document you have to search very hard to find them even when you know what you are looking for. The policy document extends to 55 pages and is clearly designed to obfuscate the detail through excessive verbosity. I routinely read business contracts of vastly higher value and don't ever recall having to flog through 55 pages. An insurance policy which only provides £100 of out of hours cover is not fit for purpose. Our own vet and most other local vets use a locum (Vets now) to provide out of hours cover and they in turn use agency staff, hence the high charges. I can also fully understand why vets are now making an additional charge for admin as dealing with companies like this one is very time consuming. Having complained they offered £50 for the delay in settling. We will just put this down to experience and move our 2 dogs to another provider. This is another example of a once good company that has sold out and is now trading on its past reputation in the misguided belief that they can milk a loyal customer base. Caveat emptor. Reviewed on: 13th December 2023

DO NOT USE!

I moved my pet insurance over to co-op pet insurance from animal friends insurance, simply because of the renewal hikes. I got a better price with co-op. I've put in a claim for over 1k vet fees, my dog has developed elbow displasia. I put in a claim on 8 Sept, Its 3 November now, they say they deal with it in 4 weeks, an email to ask whats going on, as with all us mere mortals vets fees go on cards, cards have monthly fees which the insurance company wont pay for, they say they are more busy than usual so wait times are a bit longer, which means bigger cost to myself in monthly bank fees. I now wish I'd paid the extra on the animal friends, at least I know they pay out in a timely fashion. This co-op lot, I have no idea if they'll even pay out, AVOID. Reviewed on: 3rd November 2023

Poor Service and Hidden Limits

Hidden in the policy wording is a £100 limit for out of hours emergency vets. Very difficult to find and not in the section it should be. Made a claim for £354 and got £129 back. What good is a £100 limit on emergency appointments. Doesn’t scratch the surface. Took 12 weeks for claim to get just looked at. Didn’t even send the policy wording you’re expected to be able to find it on their portal when you login. Will never use coop again. Use Tesco instead. Claims dealt with within two weeks and always received full amount minus excess. No inner limits hidden in wording as far as I have experienced. Reviewed on: 2nd November 2023

Used to be so good!

I’ve been with Coop Pet Insurance for years and have been very happy with them, that is until they palmed my policy off to ‘The Insurance Company’. I used to get claims paid quickly, usually within a 2 to 4 week timescale and annual increases were reasonable even with ongoing complaints. Not now! My last claim took around 5 months and so many phone calls that I lost count! I have just had my renewal through and my Policy has gone up by 60%!, That’s totally unreasonable but because it’s a lifetime policy and my dog has minor ongoing complaints I’m stuck with these muppets. Not happy at all, I would never have chosen to go with Insurance Factory and feel really let down by the Coop. I do not recommend anyone to use Coop Insurance now and will actively discourage it! Reviewed on: 2nd October 2023

Waste of time

As a new customer I have been completely unable to view my documents as it tells me that someone else has already logged in! Phoned and was told it would be dealt with. It wasn’t. Emailed to say I wanted to cancel as I couldn’t access docs. I was ignored. Have emailed again, but am not hopeful. Worst customer service ever! Haven’t even had the courtesy of an explanation. Reviewed on: 11th September 2023

NEVER INSURE YOUR PET WITH THESE SCAMMERS!

Worst company for pet insurance. Took over 6 weeks to even look at my claim and then declined to pay anything! The reason - I had decided I wanted my dog to lose a small amount of weight so put him on a diet. I took him for his annual health check 4 months later and was surprised he had not lost any weight (hadn’t put anyon either). The vet said maybe we should check his thyroid levels to be sure this is not the cause. Test came back normal. Put in the claim for the blood test. Refused because he was weighed in June 2022 and had put on a bit of weight!! The diet was not through the vet and the test was not for weight gain. Apparently if his thyroid test had come back abnormal they would have paid, but as it was normal they won’t pay. NEVER INSURE YOUR PET WITH THESE SCAMMERS! Reviewed on: 4th August 2023

No compassion whatsoever

My dog passed away suddenly at only 4yrs old. Phoned the insurance to advise of this. They wanted me to jump through hoops providing all sorts of documents from when he was purchased, how much he was purchased for and to provide receipts. I got him through a friend so no documents available therefore they wont pay out for his death. If i can provide docs then they will only give me the purchase amount and not the £1500 stated on my policy. Im heartbroken as my dog was my shadow and im left with a vets bill of over £4k. They were happy to take 4yrs premiums but wont pay out when needed. Very poor stay well away. Reviewed on: 24th July 2023

Just Don't - Find Another Company

No communication, delays and double charging excess. My claim was submitted on the 24th February for a single operation which removed two lumps. It wasn't looked at until late March and we've received emails confirming that they'll pay 2 claims with the excess removed from each. As we've had no communication from them it looks like they've decided that 2 lumps = 2 claims and charged a total of £400 in excess. Reviewed on: 29th April 2023

No discrimination

The Co-op pet insurance plan is great in that I have 24 hour access to a vet online something that is very reassuring as no vet near me does out of hours visits. Further it doesn't count as a claim if I do use the video consultation service - no matter how many times! Reviewed on: 11th March 2023

Since Insurance factory ltd took over it's terrible.

Coop pet insurance is now administered by Insurance Factory ltd. Don't pay claims in a timely manner and don't know who they have paid and when! Can't get through on phone and when you do, then on hold as they don't know what they are doing! Coop has sold out it's reputation big style! Reviewed on: 13th February 2023

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