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Co-op Insurance: Pet Insurance reviews

Name: Pet Insurance
Rating: 1.62 (29 reviews)

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1.21

Based on 29 reviews, last reviewed 6th Jan 2025

No new 5 star reviews

in the past 90 days

600% 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

Currently over 9 weeks into my first ever claim. Currently over 9 weeks into my first ever claim. Rang up after twice asking for an update by email, to be told that their 4 week turnaround time was a... Read more Reviewed on: 6th 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 (29)

Review of the Co-op Insurance, Pet Insurance:

Communication abysmal

Communication abysmal and currently on week 6 of my claim. No real communication at all, just automated messages telling me nothing! Will not be renewing. Reviewed on: 5th December 2024

Currently over 9 weeks into my first ever claim.

Currently over 9 weeks into my first ever claim. Rang up after twice asking for an update by email, to be told that their 4 week turnaround time was an error, that their aim to keep clients regularly updated was an error, and that due to a large backlog of claims there is no current time frame for settlement. When asked if they could give details of an example of recent claim settlement times they could or would not be drawn. The call handler seemed to suggest this was a recent issue however after reading reviews, it's been the case for at least 12 months. It also looks unlikely that any settlement they might pay will be significantly less than anticipated due to their out of hours policy. Will not be renewing my policy with this provider Reviewed on: 6th January 2025

Coop make customers wait months, not weeks

Still waiting for claim to be paid. Coop use The Insutance Factory Company, who if you research, have an appalling rating. I've never had or heard of any pet insurers taking so long to resolve a claim. It's distressing a downright insulting to be treated this way. Reviewed on: 6th January 2025

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

Appalling service dealing with a claim.

Appalling service dealing with a claim. They out source it to a company called Insurance Factory. You google them for reviews and you will be horrified. It's been months since my claim and I am still waiting for it be be paid. It's a disgrace to treat customers this way. Also, coop will hike you premiums up over 60% at will. Please steer clear of this company. Reviewed on: 17th December 2024

Am currently on week 8 of my claim.

Am currently on week 8 of my claim...mot even been assessed yet...bit annoying as they gave me a time limit to give them info then they take their time Reviewed on: 4th December 2024

Long delays for claims to be paid, ours took 9 weeks...

Long delays for claims to be paid, ours took 9 weeks and later down the line found out there is a £100 max out of hours surcharge limit. AVOID!!!! Reviewed on: 6th June 2024

AVOID THIS PET INSURER!!!!

Absolutely disgusting how long it takes to process claims at this company. It’s now been 7 weeks since I’ve put in a claim and 4 weeks for another and have not heard anything at all. I’m now incurring credit card charges due to their incapabilities. AVOID!!!! Reviewed on: 30th May 2024

I've been waiting almost 9 weeks to hear about our c...

I've been waiting almost 9 weeks to hear about our claim. Rang twice to be told it will be resolved in week. Absolutely awful service. Certainly won't be renewing. Avoid this terrible company. Reviewed on: 25th January 2024

poor communication from Claims Department

I recently joined Coop Pet Insurance and the people that signed me up were helpful and pleasant. However, I cannot say this is true for the claims department. I have had to submit claims to them due to my pet having a sudden illness. Originally told, they aim to complete in 4 weeks. Since I had not heard anything different I spoke to the Insurance Team at my vets and they contacted the company. They were shocked to learn that claims were now taking 10 - 12 weeks. This is disgusting, especially into day's economic climate. I wonder if they will pay the surcharge for money paid by credit card. AVOID this company, I do not understand the Coop risking their reputation by allowing the insurance factory to represent them. Jean Reviewed on: 20th December 2023

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

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