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Review of the The Insurance Emporium, Pet insurance:

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Absolutely abysmal experience.

Absolutely abysmal experience. I had the “Premium” package and expected meaningful cover when I actually needed it. My claim for £1,200.34 has been rejected, with the insurer relying on an exclusion for tooth or gum disease. My cat originally went to the vet because of an abscess. There were then several consultations, medications and investigations while the vets tried to establish what was actually causing the problem. A tooth problem was subsequently identified and eventually a tooth had to be extracted. The total bills came to £1,200.34. The eventual dental extraction was £620, but the rest included multiple consultations, medication, antibiotics and investigations.What I find particularly frustrating is the policy wording. The dental exclusion is buried deep within a lengthy 28-page policy document, under the detailed exclusions section. I found the wording unnecessarily difficult to navigate and confusing as a customer.The more you read through the policy and its exclusions, the more it feels like there is an exclusion for almost everything. It genuinely leaves you wondering what you are actually paying for and what would be covered when you need to claim. Despite paying for the policy, the entire claim has been rejected as dental-related. I'm currently appealing and trying to recover something from the £1,200 I've had to pay myself. Having now read other reviews, I can see many customers describing similar experiences. Unfortunately, my experience has been just as bad. £1,200 out of pocket. Extremely disappointing. I would avoid this company. Reviewed on: 6th September 2026

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