Absolutely appalling Policy No: NOW023807/1 I rarely leave reviews, but pet owners deserve to know how appallingly my claims have been handled. CLAIM 1 –... Absolutely appalling Policy No: NOW023807/1 I rarely leave reviews, but pet owners deserve to know how appallingly my claims have been handled. CLAIM 1 – Emergency Attack (October 2025) My 3.7 kg poodle, Bandit, was attacked by a large Staffordshire Bull Terrier on a Saturday night at 7:15 pm when all regular vets were closed. He was bleeding heavily; we couldn’t see the source through his long coat until he was shaved at the out-of-hours hospital, which revealed multiple bite punctures. He couldn’t walk for three days, is still only on short walks, and later needed antibiotics because infection was a serious risk. The insurer refused to pay a single penny of this claim. Their reasoning? Out-of-hours treatment is only covered if “life-saving.” That is completely unreasonable in a trauma situation where it’s impossible to know whether the injuries are life-threatening without immediate veterinary assessment. They even mislabelled Hibiscrub (chlorhexidine) as a “shampoo” — when it is in fact a strong antiseptic solution (diluted 1:10 with water) used to disinfect open wounds. CLAIM 2 – Previous Claim After more than eight weeks of waiting, they paid only around half of what was due, with deductions that make no sense: • “Premiums Deducted” £142.60 – even though my monthly premiums are fully paid by Direct Debit. • “Supplements” £65.26 – every item was a prescribed medication. • “Medications over 100% mark-up” £51.40 – no transparency or evidence provided. The insurer said they will reimburse less than half of the costs I incurred. Overall • Unjustified deductions and refusal to recognise a genuine emergency. • Misclassification of medically essential products. • Poor communication and long processing times. • A continuation claim from my regular vet (for follow-ups and antibiotics) is still unanswered, and I have a police crime reference for the attack. I am currently waiting for their response to my formal complaints. If they do not resolve this fairly, I will be escalating the matter to the Financial Ombudsman Service. Pet owners expect fairness and compassion when their animals are injured — this insurer has shown neither so far. Read more Read less

Refused a claim as not life threatening....how is a pet owner to know....take the risk?