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John Lewis: Pet insurance reviews

Name: Pet insurance
Rating: 1.63 (43 reviews)

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1.53

Based on 43 reviews, last reviewed 9th Oct 2025

200% increase in 5 star reviews

in the past 90 days

300% increase in 1 star reviews

in the past 90 days

12%

79%

Latest highest rating:

5

great customer service, very helpful staff great customer service, very helpful staff Reviewed on: 15th September 2025

Latest lowest rating:

1

Ridiculous renewal price! Renewal premium went from £504.20 to £1093.64! One small claim for less than £300. Cancelled immediately and found comparable cover for a fraction of ... Read more Reviewed on: 9th October 2025

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About this product

John Lewis pet insurance is provided by Royal & Sun Alliance Insurance Ltd.

There are six levels of vet fee cover and excess options with John Lewis pet insurance so you can pick what’s best for your circumstances. If your pet is over nine years old, you’ll need to pay 20% of the remaining vet treatment costs, on top of your excess.

John Lewis pet insurance reviews help you find out what it’s really like to be a customer. If you’ve used John Lewis before, you can also leave a review and share your experience.

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John Lewis Pet insurance reviews (43)

Money Grabbing

I recently took out a policy with John Lewis. They have now taken 2 payments from me, as confirmed by my bank, yet they claim they haven't been paid anything and are demanding I make these payments to them again. I sent their finance team a copy of my bank statement, showing the 2 payments have been made, yet they still refuse to acknowledge this. My bank have advised I switch insurance providers, and they will dispute the 2 payments for me if they continue their failure to acknowledge my payments. AVOID. Reviewed on: 8th November 2023

Awful

We’ve had an awful experience with John Lewis pet insurance. Our lovely cat had to have an operation in April, and we are now nearly in November and it has still not been resolved. They passed us onto a third party company that have been beyond useless . I am emailing daily and still get nothing back. Do not use them. They will take your money and if you ever need to claim they will avoid you at all costs. Reviewed on: 31st October 2023

Great help renewing policy

Adam helped me massively to renew my policy. We had quite a few technical issues, but he was able to help me overcome them. Will continue to use John Lewis for our dog :) Reviewed on: 20th October 2023

Renewal Premium off the scale!

Renewal was 27% more than the previous year! For what - didn't claim anything. Absolute disgrace. Reviewed on: 17th October 2023

Don't use it!

I went for JL as I thought they have such a good reputation and their pet insurance would surely be good but unfortunately when it came to claim for an injury our dog suffered from a fall they would not cover, said it was pre-existing despite the vet fighting our corner on this as it clearly wasn't pre-existing, they have just refused to pay, our dog has since passed away which has made it all the more upsetting. Turns out Royal Sun Alliance actually are the insurers, JL are the name but it's Royal Sun Alliance that covers, please avoid as it's pretty bad when your vet is appalled by an insurance company! Reviewed on: 2nd October 2023

Refusal to pay claims

Our experience echoes many that are already posted on this site, that when we needed to make a claim, John Lewis Finance presented a series of different reasons for declining this without providing any evidence. The policy is underwritten by Royal Sun Alliance and certainly not what you would expect from the John Lewis brand. We would certainly not recommend. It might look competitive but ultimately, if a policy doesn’t honour claims, what is the point? Reviewed on: 1st October 2023

Always find ways out

We’ve had to claim twice now for our dog, and both times they have found excuses not to pay. The most recent excuse was because the two trips we took to the vet (for the same illness!) supposedly ran across two separate ‘policy years’ - meaning we had to pay two separate excesses for each vet bill, rather than treating them as a single claim!! Ridiculous considering they continue to put our premium up. What are we even paying for if they won’t pay out on claims? Will be leaving them and choosing a different provider. Avoid! Reviewed on: 28th September 2023

Atrocious service

We have always used them for pet insurance and they were brilliant for our last pooch who had a rare cancer, prompt payment and didn't raise the premiums excessively. Now, with our new dog, premiums raised by 25%, atrocious website and almost impossible to get in touch. Really useless. Reviewed on: 25th August 2023

Beware high premiums and old age cut-offs

When we got a puppy ten years ago we took out a lifetime "Plus" policy, deciding to go with John Lewis above cheaper competitors due to the excellent customer service that goes with that name. In his first year we had to make two claims when our dog had a couple of 3 day residential stays with the local vet due to gastric issues. He fully recovered from these with no recurrence, and John Lewis settled the claims minus excess, as expected. However, despite no further claims in the following years, as the dog got older the premiums really ramped up, going from around £37 per month at the age of two, to £100+ at the age of six, then up to £180 per month by the age of ten. Obviously we considered cheaper insurers but having a lifetime policy with a company of John Lewis's reputation, which still covered the pre-existing conditions from when my dog was young, we decided to stump up the extra and carry on paying top dollar to ensure he had full cover. Unfortunately a couple of weeks ago my dog suddenly fell ill; the vet did ultrasound, on-site blood tests, and visual examinations, etc., but sadly ended up having to put our dog to sleep and arrange cremation. The bill for all of the above came to over £1200. On submitting a claim to John Lewis we were expecting to pay the 20% excess specified in the policy document (standard when a dog is over nine years old, apparently). However, in their claim settlement they had broken down the itemised vets bill into the individual treatments listed and, quoting our dog’s age, had completely declined to pay for some bits and only paid a fraction of the others. We were left with £800 to pay ourselves. So if have an older animal and you’re renewing a high-premium pet insurance policy with John Lewis, make sure you’re aware of the age-related cover cut-offs and the ridiculously small cover limits for individual and specific vet treatments. This experience with John Lewis pet insurance has left us feeling grubby and used, but we hope this information helps someone. Reviewed on: 13th August 2023

Avoid - read reviews

Poor experience. We have paid for 2 years and have not made a claim. We have now moved house and they are charging a large premium as a result of the postcode change. Our previous house had no driveway, poor security and the front door opened straight out onto a busy road. Our new house is a 2 minute walk away from the previous house (no change to Vet catchment area / local area), but has good security, a driveway and is located in a much quieter col-de-sac. John Lewis are trying to charge us significantly more and even used a 'busy road' as an example of why this might happen in the generic response they sent us. Reviewed on: 7th November 2022

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