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Julie S

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Review of the ASDA Money, Pet insurance:

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DO NOT BUY A POLICY WITH ASDA PET INSURANCE!

My poor dog underwent elbow dysplasia surgery in June 2025. My claim of just short of £3.5k was submitted on the same day by the vet surgery. I quickly received a flurry of messages in the first few days, saying they needed further information and if they did not receive that information within 30-days, they would close the claim. The vet surgery consistently provided the info they needed. I heard nothing then until August 2025 when I chased them up. At that point, Asda said they again needed more information, which the surgery provided on the same day. I called again in September and also wrote them - I received a reply to say they now had all the information they needed and the claim would be assessed. I chased again in October 2025 - claim is STILL waiting for an assessor to get to it. It is now 24 December 2025 and I have heard literally not one word from Asda. Over six months since my claim was submitted, with nothing but excuses about backlogs and how they are really busy. Reading the reviews, and the amount of time they are taking, I am guessing they will refuse to pay on the basis that my dog had a pre-existing condition (he didn’t). Unbelievably bad customer service and shocking company. They honestly do not care. The customer service reps just read a script, give stock answers and apparently cannot help at all. I wish I had never taken out the policy, and will never give Asda any more business. Reviewed on: 24th December 2025

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