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

Name: Pet insurance
Rating: 2.89 (37 reviews)

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2.89

Based on 37 reviews, last reviewed 9th May 2026

100% decrease in 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

41%

46%

Latest highest rating:

5

Good, affordable and reputable Pet Insurance. Good, affordable and reputable Pet Insurance. Decent price and good customer service when I called them to find out more about the Pet Insurance and w... Read more Reviewed on: 5th March 2026

Latest lowest rating:

1

Do not trust this company for your pet insurance. Do not trust this company for your pet insurance. They will take your money each month for 4 years and on the single claim you process they will not p... Read more Reviewed on: 9th May 2026

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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 (37)

Easy hassle free experience

My cat has unfortunately developed 3 new conditions within the last year and each time the claims have been processed quickly and efficiently. Members of the team I’ve spoken with on the telephone have been extremely helpful and I can’t fault them. It’s not the cheapest policy at £60 per month but I certainly wouldn’t consider moving! Reviewed on: 31st January 2023

Dire

This has been the worst example of customer service I have ever encountered.Took approximately 6cweeks to get a decision on my very first claim after paying premiums for years.At first said they could not give a decision and that I would need to pay for a dog operation and they would then make a decision.Had to chase them every step of the way to eventually get it sorted. They were awful absolutely useless .No wonder their review ratings are so low not what I expected from Mark's and Spencers.No standards whatsoever just didn't care.Tried complaining but was a waste of time.Wish I could give it less than 1 star as they don't deserve any.Will make a point of telling anyone who needs pet insurance to steer well clear of this incompetent service Reviewed on: 16th January 2023

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

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