Very disappointed with this company. Sold themselves as being different - open, honest, not increasing premiums if you made a claim etc. Not my experience. Make a claim - however small - then you will be hit hard upon renewal.
Admin is also hopelessly inefficient. Took 20-30 emails and various phone calls to untangle the details of the claim which, sure enough, they had messed up (messed up in their favour of course).
Not to be trusted. Morphing into the same horrible type of insurance company as all the rest.
Reviewed on: 9th October 2020
First direct are always friendly and helpful on the phone. You would expect that - they are a telephone bank without branches, after all. Their staff usually action and resolve things quickly., and get back to you when they say they will. So customer service is good.
The downside is that their online banking platform is weak. I think it's the same as HSBC. They intrude into your Payment Address book, and pre-code bank accounts of 'established' organisations, which means you cannot check if you have the right account when there is more than one. It's also crashing far too often.
Reviewed on: 21st November 2017
Awful money grabbing company, don't care for pets or people
1
These people lie at the sales pitch about which conditions are covered and at what age. They lie about 9 out of 10 vets 'recommending' or 'promoting' Petplan when this means nothing more than an administrative formality where vets get a kickback for leaving Petplan leaflets out. They go out of their way to fund reasons to not settle claims. Ratchet up their premiums year-on-year even without a claim. All this, and yet their premiums are around 40% more expensive for a lower level of cover with a higher excess. A truly dreadful company.
Reviewed on: 21st November 2017
I hate this company. Their first instinct when you make a claim is to try and find a way of avoiding covering it. Bury important exclusions in the small print. Claimed the condition was not covered if not presented before the kitten was 12 weeks but I only got him from the breeder at 14 weeks and you cannot know that this condition exists and needs an operation until he is 5-6 months old. Cynical.
Reviewed on: 9th September 2017
