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Perfect Pet Insurance: Pet Insurance reviews

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4.76
Based on 1,425 reviews, last reviewed 31st May 2025
100% increase in 5 star reviews
in the past 90 days
200% increase in 1 star reviews
in the past 90 days
See only 5 star reviews
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5%
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Latest highest rating:

5

Insurance claim query Queries answered clearly and advice given to make things straight forward Reviewed on: 7th April 2025
Vivienne P's avatar
Vivienne P

Latest lowest rating:

1

DO NOT USE THIS COMPANY My dog came down suddenly with severe haemorrhage gastroenteritis. Clearly in severe pain ,discomfort vomiting blood and watery bloody stool. Contacte... Read more Reviewed on: 31st May 2025
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Julie
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Perfect Pet Insurance Pet Insurance reviews (1425)

They are always so kind whenever I need to contact t...

5
They are always so kind whenever I need to contact them about claiming. My dog regularly eats things and therefore we are at the vets alot and the costs add up but they're always supportive and a friendly voice at the end of the phone Reviewed on: 8th July 2024
Chloe's avatar
Chloe

I've been a member of the insurance for many years

5
I've been a member of the insurance for many years and I have always been provided with excellent customer service, 1 had to make a claim this year and the insurance paid directly to my vets making it hassle free for me Reviewed on: 8th July 2024
Fab's avatar
Fab

I would give ZERO stars if possible.

1
I would give ZERO stars if possible. My 10 month old pet dog required spinal surgery after an unknown accident. I was covered for a max of £1000, but went ahead with surgery costing over £7500 as the other option was to put her to sleep. Not an option, she is our family pet and my autistic childs birthday gift. 'Perfect Pet' declined the claim, made on my behalf by the veterinary surgeons office, with the following statements copied from the letter declining the claim: 1. We have now assessed your claim and have concluded that proper care and attention to prevent accident, injury or illness was not maintained. 2. Able to escape and was involved in suspected road traffic accident. 3. Possible cause as jumping out of 6ft fence. Despite sending 20+ images and video clip of my garden fence being 6ft+, completely intact all around, purpose built within 12 months and without possibility to climb, jump, or escape by any means possible, Perfect Pet continued to decline the claim. Despite asking for reassessment following the evidence given above, Perfect Pet responded with the following statement copied directly from the reassessment letter: 'Upon reviewing the information that has been received, we have not been provided any further clarification which would alter our understanding of the current situation.' Perfect Pet are of the opinion that I allowed my 10 month old full pedigree rottweiler pup to escape, and that she did so over a 6ft+ fence and had a subsequent RTA on the opposite side, which happens to be a private single track lane popular with dog walkers. The following 2 statements are also copied from the letter declining my claim, which may be read as accusatory, and as Perfect Pet using any reason to avoid paying a genuine, legitimate claim: - You must comply with all laws that relate specifically to Your pet - such as - Section 27 of the Road Traffic Act 1988, which states that a dog that is on a designated road must be on a collar and lead and under control. - You must ensure that Your dog is under control at all times, and due care should be maintained to prevent Your dog from escaping and causing Accidental Injury to Your dog or any other persons or animals. Beware of who you choose to provide your pet insurance, especially when the online quote and joining procedure makes them look like a suitable insurance provider!! It is my intention to make as many people aware, on as many platforms as possible, of the experience that I have had with 'Perfect Pet'. For info, it is almost certain that my dog was a victim of attempted dognapping, but was left lying in the lane when she was injured being hauled over the fence! She has made a wonderful recovery now. *Additionally…this review was replied to within a few hours of submitting, and my Letter of Complaint was replied to within 2 hours. HOWEVER, from 1st contact on January 25th, not a single email or call was responded to, in some cases up to a month later when I made the contact myself every time. Even the promised call back from Head of Claims and from Ian, Customer Services Senior within 24hrs DID NOT HAPPEN….but the reply here did!!! Reviewed on: 9th June 2024
Kev's avatar
Kev

Avoid this company at all costs!

1
Put a claim in over 2 months ago. Keep getting fobbed off, saying you haven’t received medical history when vets have clearly sent it. Patronising staff. Avoid at all cost! Reviewed on: 8th June 2024
Bella's avatar
Bella

These people will SCAM YOU OUT OF MONEY - AVOID!

1
These people are FRAUDSTERS / SCAMMERS / it simply could NOT be an INSURANCE COMPANY - AVOID AT ALL COSTS! Protect you money and your pets! Do NOT take out a policy with this company. They have stolen my money in exchange for a policy which is worthless, and their behaviour and conduct has been despicable. I have reported them to the Financial Services Ombudsman in the hope that they can help me recoup the money that Perfect Pet is fraudulently withholding from me. After forensically examining, manipulating and twisting my dogs medical notes (which were provided by my vet in good faith) they came to the mind blowing conclusion that gastroenteritis is a "pre-existing medical condition"?! Rather than acknowledging that it's a highly contagious virus, which is common in dogs. Absolutely gobsmacked at this blatant attempt to avoid paying out. This is the first time I've claimed so I can only assume that this is how they pick apart and manipulate ALL of their claims. It's fraud and it's completely abhorrent behaviour. I will continue to post reviews warning people to stay away from them until they do the right thing and pay. FOR NOW, ALL I CAN ADVISE IS THAT YOU AVOID AT ALL COSTS! DO NOT LET THEM STEAL YOUR MONEY IN EXCHANGE FOR A POLICY WHICH IS WORTHLESS. Reviewed on: 23rd May 2024
Steven J's avatar
Steven J

Time to name and shame.

1
Time to name and shame... I can’t even put down all of the words to describe this company (useless, thieving, incompetent, unapologetic, stressful), if you can call it that at all. The employees are probably one of the most incompetent bunch of people I have ever come across, they struggle to do the most simple of tasks, such respond to an email or answer a question. The company itself clearly hires based on what would seem to be its business plan, which is to pay nothing if you can for claims, and if you have to pay a claim, find deductions, and then pay as late as possible, and then they clearly hire employees that have zero skills in order to do the job so they can pay as little as possible. All in all, trying to make as much money as they can out of customers with sick animals that are going through stressful periods in their lives. They could not care less about their customer or the animals they insure. I recently won my claim via the financial ombudsman for unpaid deductions for an operation on my dogs foot and compensation for the extremely/useless customer service I received throughout the last 8 months. I have also been reimbursed for a premium I paid in 2021 that they said I did not pay and so charged me twice, this time by deducting it from my claim and saying I didn’t pay. Bear in mind I have a direct debit and have never not paid in the 5yrs I have been insured. So in other words they tried to steal money from they paying customer. They even had a phone recording of them confirming that I had paid when I called them in 2021, the person that sent this to me (via a SAR request) was the person that apparently investigated my complaint (Katrina). She should be embarrassed and so should the organisation, clearly no one bothers to investigate anything in that company that a customer raises, or the employees are simply told not to, they will take the chance and pay when it gets to that point. Working in customer services is a tiresome job I am sure, but replying to emails and answering questions doesn’t require much intelligence, Faye Baker is probably one of the most incompetent people I have ever had to speak to and most of the compensation I was awarded was down to her lack of response and lack of ability to manage the most simple of tasks. Now on to someone that is a vet, Tom, Head of Claims. This will be surprising to most people as it was to me. Tom is a vet and works as Head of Claims, he suggested to my vet (after Faye requested for them to split out the claims) that they were putting through fraudulent claims. Of course we provided all the emails of his department requesting this and an angry email from my vets. Besides this debacle, he also declined and authorised the deductions for my 11yr old dogs operation. He suggested that an 11yr old dog doesn’t require a drip or a theatre in order to have an operation. This has now been paid via the ombudsman, but I personally would not let this man near my dog. I am stuck with these people, but you aren’t and you can chose not to sign up to insurance with them. Please save yourself the trouble, stress and money and use someone else. If I can help others to not have to go through what I have had to then I feel that I have succeeded in some way. Reviewed on: 23rd April 2024
Bronwyn H's avatar
Bronwyn H

Under no circumstances should you insure your family...

1
Under no circumstances should you insure your family animal with this company. Ignore five star ratings. They are based on the ease of signing your money over. Concentrate solely on one star reviews. The truth lies there. They will do anything to not pay out. Check the cases against them with the insurance ombudsman. They operate under the name of casuality and general insurance. Our yorkie Lola had sudden renal failure. They refused to pay out on the basis that Lola had untreated tooth plaque and absurbly this could lead to renal failure!! We repeatedly sent medical records over a period of 3 months. They claim they settle in 5 days!! In the end we had to get another report from our veterinary surgeon telling them this was nonsense. They paid out 60 per cent of claim. Then, to add insult to injury, after Lola died, we had to pay THEM the outstanding premiums left to pay for the rest of the year!! Check trustpilot, but for God's sake check the 1 star reviews. DONT DO IT. Reviewed on: 20th March 2024
Colin R's avatar
Colin R

They REFUSED TO ACCEPT OUR CLAIM for my dogs cancer...

1
They REFUSED TO ACCEPT OUR CLAIM for my dogs cancer treatment. They stated because it was on his mouth we were not covered even though he had cancer. We had their top cover too. The vets could not believe it. Go with a company that actually cares Reviewed on: 7th March 2024
Keith B's avatar
Keith B

DO NOT GO WITH PERFECT PET INSURANCE

1
I have been with perfect pet insurance for 6 years & never missed a payment & never claimed until October 2023. My vets fees came to £700. I put my claim in & was not kept informed or upto date on my claim. I rang multiple times on one occassion the man on the phone seemed to have no idea what was going on either. 4 months later I recieve £248 back. I rang them to see where the rest of the claim was as I was expecting £600 back after excess. They informed me that I would only be getting £248 back because my vet trip was deemed 'not life threatening' (my dog was stryggling to breathe & violently shaking) I then asked to cancel my policy which I was told I could not do! Until the policy ends in 6 months. So not only did this company who I have paid every month for 6YEARS refuse to pay out on the 1 claim I made but then tell me I have to carry on paying them £35 a month until my policy ends. I am a single hoisehold & something like this hits financially hard. I am disgusted that this is legal & allowed to go on. Please do not go with perfect pet insurance I am devastated that I now not only have to struggle without the claims money back but pay them for the pleasure for the next 6 months. It is daylight robbery & needs to be boycoted. Reviewed on: 4th March 2024
Holly G's avatar
Holly G

They wriggle out of playing claims by creating judge...

1
They wriggle out of playing claims by creating judgement calls. A customer has no chance. Reviewed on: 9th February 2024
Gordon D's avatar
Gordon D

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