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Review of the The Insurance Emporium, Pet insurance:

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Misleading policy

The policy was sold to me on the premise that it would pay out £2,500 on vet treatments, on a lifetime basis (new conditions continue to be covered for life). I thought this was too good to be true and I asked every question I could think of on the phone and they kept reassuring me that it was as simple as that. When they sent me the policy wording, the main statement was indeed framed like that. Simple: £2,500 p/year. I did not read the small print. When I eventually made a claim, aside from taking 4 weeks to make a decision, there were all these deductions on the settlement, so they only ended up paying about half the bill. I queried this and they pointed me to the small print on their T&C's where there were individual limits on everything (eg Max £45 vet consultation, Max £40 hospitalisation fees, etc). This reduces somewhat the cover's benefits and that would be fair enough if that information had been loud and clear and up front in the Policy Statement of Facts (the bit that ordinary folk read). But's not, it's buried. And now I'm screwed. I want to move to Bought by Many (who have no limits) but the issue I went to the vets for would now be excluded. I've raised my complaint with Insurance Emporium but to date have not really had much sympathy. I would personally steer clear of this company. Reviewed on: 15th July 2021

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