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M&S Bank - Marks and Spencer: Pet insurance reviews

Name: Pet insurance
Rating: 2.86 (35 reviews)

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2.35

Based on 35 reviews, last reviewed 24th Jul 2025

No new 5 star reviews

in the past 90 days

200% increase in 1 star reviews

in the past 90 days

40%

45%

Latest highest rating:

5

Happy with my pet insurance policy M&S were the only ones who don't charge a percentage of vets' fees on top of the excess. It's a great insurance policy but it does go up steeply each ... Read more Reviewed on: 4th September 2024

Latest lowest rating:

1

Awful service, AVOID! Awful service. They emailed an invalid address (which they later admitted was their error and a typo) saying I had 4 hours to reply or they'd escalate... Read more Reviewed on: 24th July 2025

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About this product

M&S pet insurance offers a range of policies and you can choose the cover level that's right for you both.

M&S offer a discount for multi-pet cover. Policies can protect dogs or cats from eight weeks old. M&S pet insurance gives you access to a range of services including local pet care providers and bereavement support.

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

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M&S Bank - Marks and Spencer Pet insurance reviews (35)

Do not use

Poor customer service, call handler very unhelpful Reviewed on: 11th November 2022

Helpful team and taking care or our furry friends

I have had this policy for 10 years. My dog has an ongoing condition they have made it easy to claim and are very helpful Reviewed on: 12th August 2022

can't be trusted

I set up pet insurance for our new puppy, when the details came through i noticed they had put the date of birth as 1st April instead of 23rd April. i contacted them only to be told the premium was going up because of this. If they try to rip you off now, imagine how they would be if i made a claim. Luckily i was within the 14 days so cancelled the policy. Reviewed on: 28th July 2022

Doubled my pet insurance

I have been with this company since 2019, my cat is now 9 years old and developed thyroid problems. She is now on medication for this condition and I claimed for this my policy only pays £1.000 per condition. It has now doubled this year and now I am paying £33!! For a meagre £1,000 per year, plus!! They have doubled the excess. This is so despicable as they know I am unable to change to another. I intend to appeal but probably won’t get anywhere with them Reviewed on: 11th January 2022

Check the small print

Our pet insurance included a clause where they refund the purchase price if your dog dies before they reach 9 years of age. Sadly this was the case for our rescue dog, but it wasn't applied when we claimed for his final vet visit and other end of life fees. They did pay it when I later claimed separately, but I feel it should have been addressed by the insurers at the time, it's not the easiest thing to pick through small print when you're grieving. Reviewed on: 21st June 2021

DONT TRUST M&S

M&S are certainly not the quality company I remember. Four years ago I took out pet insurance with M&S and have never made a claim until two weeks ago when I submitted a claim for my dog to have a wart removed. Before I took her for her operation I rang M&S customer services to check she was covered and I was assured she was but the excess was £200 which I accepted. The bill was £313 so I expected M&S to pay me £113. WRONG! they paid £80 and when I queried it they said the would not pay the £33 (consultaion fee) because that happened in December and the policy renewed in February. The fact that the policy has been continuous for 4 years and they confirmed the excess was £200 cut no ice and they refused to pay the £33.I am disgusted and will never deal with M&S again Reviewed on: 6th April 2021

Decent price, had issues with the level of cover

My cover is a great price but there's been some issues with mis-advertising Reviewed on: 8th July 2019

incredibly poor customer servie

My card was declined twice.. I contacted M & S to ask what the problem was. They just continue to say there isn't problem and refuse to look into it. Needless to say I'll be closing my account asap. Reviewed on: 1st April 2019

Excellent service from M&S pet insurance

I've spent most of the last 3 weeks being very grateful that I had M&S pet insurance. Sadly I lost my cat, after a 5-day stay in hospital which totalled £5,006. M&S covered the whole bill, and did so through a direct claim, I only had to fill in 1 form and then nothing. They also automatically cancelled my policy when they were informed of the death of my pet, and refunded me so that I only paid the premium up until her death, without my even having to ask. Yes, they are a little more expensive than some, more budget options but I would not hesitate to use them, and am recommending them to anyone looking for pet insurance. The excess was only £50 too, amazingly. Thanks M&S, you made a horrendous time easier. Reviewed on: 18th March 2019

Supportive & understanding following the death of my pet

Rung to tell them my pet had died, were very sympathetic on the phone. Sent me a letter with a cheque for time not used on the policy and offering me the use of a pet counselling phone line free of charge to help with my grief. can't fault them - treated me like a human not just a customer Reviewed on: 12th August 2018

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