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Nadine Daniel

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Review of the Agria Pet Insurance, Pet insurance:

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First time user, sad situation, friendly, sympathetic and efficient response

When you buy a pedigree kitten you get four weeks free pet insurance. Thankfully we have never had to use it. Until last month. In fact despite over thirty years of cat rescue/being owned by cats of all types (and dogs before that), we had never had pet insurance. So much so that when our new Somali kitten became ill, I had forgotten that we had new kitten insurance. Very sadly, despite the best efforts of all at The Liverpool Vets, University of Liverpool Veterinary faculty, and a referral soft tissue specialist, our beautiful kitten had to be put to sleep. I paid the vet for their work and took him home to bury him. Two days later I had a call from Agria to remind me his insurance was running out. In other words they wanted to sell me insurance. I explained that he had died. The person on the line was genuinely sympathetic (I'm a former barrister I can smell fake a mile away!). He immediately talked me through the claim procedure, told me what deductions they would make. Making the claim (my first) was very straight forward indeed. Immediate response to let me know they had it, with estimate of how long they would need to sort it out, and what they would do. The following day I received a hand written sympathy card, which I thought was a good thing to do. My vets fees claim was sorted out within a few days with payment made direct to me within 24 hours. I phoned the person (Ashton) who had helped to thank him, but he wasn't done and checked that we had been paid the purchase price. When he discovered we hadn't he told me how to sort that out too. I started this review by stating that we'd never had pet insurance. Well we do now. All our wonderful Somalis are now insured by Agria. Not because they paid out, not because their's was a keen price (it was), not because we liked their no nonsense policy, in which you what you see is what you get, ( I used to draft the small print for insurance policies), but because at a time when we were pretty devastated, they were human and humane. Everyone we dealt with made us feel that they really did have the best interests of us and our cats at the forefront of their business model. Old fashioned human centred customer service seems to be in the ascendance. Three cheers from us on that. I have recommended Agria to friends with both cats and dogs, not something I do lightly. I still don't understand why our female cat is cheaper to insure than her twin brother though! Reviewed on: 13th August 2020

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