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Brad Fullwood

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Review of the Perfect Pet Insurance, Pet Insurance:

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Hidden Exclusions This Policy is Worthless in Emergency

WARNING: A premium pet insurance policy contains critical exclusions buried in its 31-page document, which are completely absent from the IPID summary designed to help consumers compare policies. This could leave your pet unprotected and you with significant, unexpected costs. Nearly two years ago, I selected Perfect Pet's Elite Extra policy, assuming its higher price equated to superior coverage. After comparing providers, checking the IPID for key information, and navigating the dense 31-page, 19,000-word policy document, I felt secure in my choice and even recommended it to others. To anyone I recommended it to, I sincerely apologise. I, like you, was led to believe I had purchased high coverage that would provide peace of mind in any circumstance. I was mistaken. My dog one evening developed a severe cough, hacking, and difficulty breathing, audible down the street. Fearing he was choking or in immediate danger, I rushed him to the only available out-of-hours vet. He received an injection for throat inflammation, take-home medication, and a diagnosis of possible kennel cough. While not typically life-threatening, kennel cough can sound horrific and can escalate to serious conditions like pneumonia. I paid the £445 vet bill, expecting my insurance to cover the majority after my excess. However, the claim was largely rejected. Perfect Pet paid only £35 of the £313 consultation fee and initially refused to cover 49% of the medication costs. This rejection exposed two major exclusions hidden deep within the policy document, both conspicuously missing from the IPID summary. The first critical exclusion, on page 17, states: "Any out of hours vet fees, except where this is life saving for your pet." This effectively means your pet is only insured during normal clinic hours, roughly 40-50 hours per week. For the remaining 120+ hours when regular vets are closed, your pet is essentially uninsured unless you meet Perfect Pet's undefined "life-saving" criteria. The term is not defined, allowing the company to judge your situation with the benefit of hindsight based on the final diagnosis. For example, a dog with a broken leg at 7pm might not be deemed a "life-saving" emergency, forcing you to wait 13 hours for a regular vet. The irony is that by seeking early treatment before my dog's kennel cough could become life-threatening pneumonia, Had I waited for his condition to worsen, the claim might have been approved. The second exclusion, on page 25, says: "We may limit any payment to a maximum mark-up of 100% for veterinary treatment, medication and dispensing fees." Since emergency vets often have higher mark-ups to cover their costs, this clause essentially denies full coverage for medication when it is needed most urgently. After I complained, the company paid the outstanding 51% as a "gesture of goodwill," admitting their terms "could have been made clearer." The FCA created the Insurance Product Information Document (IPID) specifically so that consumers could clearly see and compare key exclusions. By omitting its most significant limitation the lack of out-of-hours cover Perfect Pet's IPID is misleading. Such policies could deter owners from seeking emergency care they cannot afford upfront, leaving pets to suffer. Further issues included a nearly month-long delay with no updates, a false claim that my vet hadn't sent the required medical history (despite email proof), and an outdated claims process requiring paper forms with no online tracking. In stark contrast, my girlfriend's cheaper Argos policy recently paid out a claim for her dog's emergency treatment quickly via a simple online portal. In conclusion, I paid a premium for what I believed was top-tier coverage, but instead received part-time insurance governed by arbitrary, undefined exclusions. I am filing a complaint with the Financial Ombudsman, not for my own benefit, but to hopefully force a change so future customers can make a truly informed decision. Responsible pet owners seeking genuine peace of mind should look elsewhere. Reviewed on: 20th September 2025

Review of the StepChange, Debt Management:

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Always super helpful and accurate

Every discussion with step change always has a positive outcome, they are none judgement, professional and experts in their field. Reviewed on: 7th July 2023

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