Everyone at 4Paws is friendly and helpful and my claim last year was dealt with quickly and efficiently. My only criticism is that there was no 'wiggle' room on the renewal price.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Never claimed but premiums were low till renewal, even with no prior conditions and a new policy quote inflated the price. Went elsewhere for same cover half the price, Sales were awful so pushy kep... See more
Company replied
I have been with 4 paws for several years now, and I am honestly starting to feel trapped within the scheme. I've had no issues with payout, however my price plan seems to increase by £100 yearly, des... See more
Company replied
I have been with 4 paws for 5 years, never made a claim before but Ruby has recently been diagnosed with a spinal issue and needs major surgery. I called, worried, expecting a robot. I got through to... See more
Company replied
Company details
About 4Paws Pet Insurance
Written by the company
Like you, we love our pets, which is why we’ve created a comprehensive range of products providing you and your pet with different levels of cover to suit every budget.
We pride ourselves on our 5 Star Defaqto rated policies and have been awarded the Feefo Platinum Service award for customer excellence for the 4th year in a row with a customer service rating is 4.6/5 from over 3800 reviews.
We go the extra mile and offer our policyholders unlimited free 24/7 video consultations with a registered vet through the FirstVet app.
Our claims are settled in house by our experienced and compassionate UK based advisors. Cover can start from as early as six weeks old and payments can be paid directly to your vet if required.
Find out more about 4Paws Pet Insurance and discover why we’re rated ‘Excellent’ on Trustpilot.
visit the website
Contact info
59 Copthall Bridge, Station Parade, HG1 1TT, Harrogate, United Kingdom
- 01423535040
- petclaims@4paws.co.uk
- 4paws.co.uk
3.8
Great
751 reviews
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100% premium increase - really
My claim for our spaniels ear infection has just been settled at around £1,000 - took a little time to get there, but thank you.
She's just 7y/o and we've had this policy from the start with (I'm pretty sure) no other claims (so have paid in a good few thousands).
I have just received next years renewal invitation and the premium has gone up from £43 to £79 per month. The 'usual' increase is £10 or less, so almost 100% - for making a claim? Really?
It's a lifetime plan, so I'm pretty much locked in, just beware when you're shopping around folks.
6 November 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Mr Swinbourne
I’m glad the claim was settled, and I’m sorry the renewal figure has come as a shock.
Renewals aren’t a “penalty” for claiming, but they do reflect expected future costs. For a 7‑year‑old spaniel on a lifetime plan, pricing can rise due to a mix of factors: pet age, rising veterinary costs, breed risk, and any recent claims (especially where a condition may need ongoing cover). These are combined into the risk-based renewal, which is why some years move more than the “usual” amount.
I can arrange a full review to make sure everything’s correct and look at ways to bring the premium down without compromising what matters, such as:
Checking the rating details are accurate and correcting any errors.
Exploring a higher voluntary excess or co‑pay.
Reviewing cover options you may not need.
Seeing if multi‑pet/annual payment options apply.
Please contact us at renewals@4paws.co.uk and we can look to contact you to discuss this further.
Kind regards
Lauren
Pet Claims Assessment Team Leader
HIGHLY RECOMMEND NOT TO USE THEM
DONOT TO USE THEM
*update: this is the level of dishonest at this company, they requested I remove this review as they said it might be for a wrong company. IT’S THE SAME WEBSITE!
I purchased a 1-year policy with 4Paws in May, paying in full specifically to earn Avios points. Three months later, they falsely claimed I hadn’t clicked the bonus grant correctly - la ridiculous assertion since it’s literally a single button! When I followed up in October, their response was threatening: they said they would cancel my entire policy if they didn’t hear from me within two days. I replied promptly, restating the issue, and three days later they cancelled my full year of insurance without any further communication.
This is completely unacceptable customer service. A company that handles claims and loyalty bonuses this poorly cannot be trusted. I would strongly advise looking elsewhere.
3 November 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi there,
I’m really sorry for the experience you’ve described - both the Avios bonus issue and the policy cancellation concern fall well short of the service we expect you to receive.
We do not ask customers to remove genuine reviews. If we queried your review, it was only to ensure your feedback reached the correct team.
Your feedback is valid and we want to resolve it.
We would not cancel a policy without following the proper notification and timeline set out in our terms. If that has happened here, we’ll investigate urgently and put it right.
Avios/loyalty awards are tracked via our partner process; if tracking fails, we can review eligibility manually. You shouldn’t be disadvantaged by a single click-path issue.
I am unable to locate any policy here at 4Paws Pet Insurance under your surname provided.
In order for us to look into this further, please send us the following to PetRenewals@4paws.co.uk so we can investigate immediately:
Policy number
Full name and postcode
Email used to purchase
Date you paid in full and the Avios offer details
We will then investigate this further for you.
Kind Regards
4Paws Pet Insurance
Waiting over 20 mins and I’m the next caller!?
Never claimed on any pet insurance. Today I just wanted to check my 4 Paws payment policy. It’s been over 20 mins wait and no one’s there. Get a company that are there working not just taking money.
31 October 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi there,
I’m really sorry about the wait time - I completely understand how
frustrating that is, especially when you just need to check your
policy.
We’ve had unusually high call volumes this week, but
a 20+ minute wait isn’t the experience we want for you.
I can get this sorted now.
Please reply with:
Your Policy number
Preferred time today for a quick call-back
I’ll arrange for your policy payment details to be checked and
confirmed as a priority.
Thank you for your patience - we appreciate it, and we’re taking steps to to reduce wait times.
Kind regards
Lauren
Pet Claims Assessment Team Leader
My claim for my kittens treatment was…
My claim for my kittens treatment was dealt with quickly, and money paid when they said it would be.
21 August 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Dann
Thank you for your lovely feedback.
I’m delighted we could process your Freya’s claim quickly and get the payment to you as promised.
We wish Freya a smooth recovery.
If you need anything else, please get in touch with your claim number and we’ll be happy to help.
Have a great day.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Excellent Service
Really efficient claims process and exceptional customer contact team who kept me updated with the claim either by email or telephone. Would recommend 4Pets Pet Insurance to anyone.
26 September 2025
Reply from 4Paws Pet Insurance
Good afternoon Sarah
Thank you for the wonderful feedback. I’m delighted the claims process felt efficient and that our team kept you well updated by email
and phone.
We really appreciate that you would recommend us as a Insurance provider and will share your comments with the team.
If you need anything else, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Easy experience
Easy experience, processing the claim was a little slow in comparison to Petplan but the speed from acceptance to payout was quite quick
28 August 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Ruther
Thank you for your feedback.
For clarity, your claim was settled within 9 working days of receipt, which is within our agreed turnaround time.
We’re unable to comment on other providers’ turnaround times, but please know all our claims are assessed by trained Claims Assessors and reviewed individually.
I’m glad the acceptance-to-payout stage felt quick, and we appreciate your patience with the initial processing.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Brilliant customer service support
Brilliant customer service support. Liaised directly with vet to make a direct payment for treatment with no quibbling over what would or would not be covered. Fantastic service right when you need it!
22 August 2025
Reply from 4Paws Pet Insurance
Good morning Natalie
Thank you so much for the lovely feedback - we’re delighted we could liaise with your vet and get the payment sorted quickly when you needed it most. We’ll share your comments with the team.
Wishing Clive a smooth recovery, and if you need anything further, we’re here to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
4 Paws Per Insurance - Inept Service
Tried with numerous calls to customer services to get outstanding claims money refunded to me. Asked for a manager to speak to and was promised a call back. Nothing. Asked for the MDs email and told they don't give this out. I wonder why? Frankly inept service from this insurer. I am moving my pet insurance cover elsewhere. Avoid.
21 October 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi Mr Veiga
I’m really sorry for the poor experience you’ve had - this isn’t the
service we aim to deliver. I appreciate your patience and understand your frustration.
Please send a email for the attention of Lauren, to Petclaims@4paws.co.uk providing your claim number(s) and a preferred contact number. I’ll arrange for a senior
member of the team to call you to discuss your outstanding claim and the next steps.
As currently I am unable to locate your policy with the details provided.
Thank you for giving us the chance to put this right.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Amazing customer service & trustworthy company
Amazing customer service . Well informed & excellent understanding of the product . An outstanding company who clearly take pride in their training.
17 October 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon, Sue
Thank you so much for your wonderful feedback. We’re delighted you found our team well informed with an excellent understanding of the product, and it’s great to hear our training and pride in service came through. If there’s anything more we can do, please let us know.
Kind Regards
4Paws Pet Insurance
Just ridiculous
By far the worst so far wasn't at all understanding of our financial changes recently that was beyond our control. We will not be recommending or using them again
16 October 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Sarah
Thank you for your feedback, and I’m sorry for your experience.
I appreciate how frustrating changes in costs can be, especially when they feel beyond your control. While some pricing and policy changes are driven by wider market and underwriting factors, we should always explain them clearly and handle queries with empathy.
I’d like to review this for you. As we can’t discuss policy details publicly, please contact our Customer Care team on 01423 535040 with your policy number and we’ll look into what happened and what we can do to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Excellent pet insurance
So grateful for our 4Paws Pet insurance it’s given us peace of mind and more time with our dog Belle who’s a huge part of our family .
30 September 2025
Reply from 4Paws Pet Insurance
Good morning, Tracy
Thank you so much for the lovely feedback! We’re thrilled 4Paws Pet Insurance gives you peace of mind and more time for what matters most. Give Belle a cuddle from us - she’s clearly a very special part of the family. If you ever need anything, we’re here to help.
King Regards
4Paws Pet Insurance
Reply from 4Paws Pet Insurance
Hi Swathi,
Thank you so much for leaving us this 5-star review!
We are super happy that you had an easy claims journey with ourselves and we hope Chester has fully recovered.
Kind regards
Chloe
Pet claims assessment supervisor
Paid towards dogs teeth removals.
2 July 2025
Reply from 4Paws Pet Insurance
Hi Mr Cox
We’re so glad we could help with Bonnie’s teeth removals! Supporting you and Bonnie's health is what we’re here for.
If you need anything else, just let us know – we’re always happy to help!
Have a super weekend!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Reply from 4Paws Pet Insurance
Good morning David
Thank you for your kind words! We’re so pleased to hear you found us very easy to deal with.
Making things simple and straightforward for our customers is really important to us here at 4Paws.
If you ever need anything else, we’re always here to help!
Have a great weekend.
Kind regards
Lauren
Pet Claims Assessment Team Leader
The whole process was so easy
The whole process was so easy. I hadn't had to claim for a long time so was unsure how to get started, I called customer service who were extremely helpful and sent me the information I needed. Once completed and handed in to the vets I received emails informing me of the progress of the claim and we had our money with 2 weeks. Very happy with the service.
5 June 2025
Reply from 4Paws Pet Insurance
Good Morning Lindsay
Thank you so much for your lovely feedback!
We’re delighted to hear that you found the process easy and that our customer service team was able to help you get started. It’s great to know you were kept informed throughout and that your claim was settled quickly.
We really appreciate you taking the time to share your experience, and we’re always here if you need us in the future!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Accepted our claim in a timely manner.
31 July 2025
Reply from 4Paws Pet Insurance
Good afternoon Emma
We're happy to hear that our claim process met your expectations with its promptness. It is important to us that we are there for you when you need us most.
Thank you for your feedback, I will be sure to pass this onto the team.
Should you need us again, please get in touch and we would be more than happy to help.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Effiecient understanding and paid in a timely manner.
Because they were very understanding when my dogs operation had to be postponed due to his allergies and ear infections. Everytime I called they were very helpful and reassured me. The claim was paid in a very timely manner.
18 June 2025
Reply from 4Paws Pet Insurance
Hi Mrs Hallewell
Thank you so much for your lovely feedback!
We’re really pleased we could support you during a stressful time and that our team was able to reassure you whenever you called.
It’s great to hear your claim was handled efficiently and with understanding. We’re always here to help you and Barney, and we wish him a smooth recovery!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Sensitive handling by advisor at a…
Sensitive handling by advisor at a stressful time. First time making a claim and had no issues.
1 June 2025
Reply from 4Paws Pet Insurance
Hi,
Thank you so much for leaving this 5-star review!
We are happy to hear that a member of our team provided you with the best service during a stressful time, and that your first claim experience was issue-free.
We hope Sunny is making a full recover.
Kind regards
Chloe
Pet claims assessment supervisor
Happy Customer
First time I have claimed for my cat. Very efficient staff on the helpline. Claim was verified really quickly and the money was in my bank account within a few days too. Emails on every part of the process. Very happy customer thanks
10 July 2025
Reply from 4Paws Pet Insurance
Good morning Karen Thank you so much!
We are happy to read about your positive first-time claim experience for Casper.
We appreciate your kind feedback regarding our efficient claims team, the quick claim verification, and the prompt payment. We're glad you were kept informed throughout the process. I will ensure this is fedback to the relevant teams.
We hope Casper is making a full recovery.
Kind regards
Chloe
Pet claims assessment supervisor
Felt Stitched up by 4Paws
I chose 4Paws as they had better dental cover than my existing insurer, the premium was reasonable and they had good reviews. It took me two days to peruse their Ts & Cs. I therefore paid the annual premium in full though there was no financial incentive. However, since my experience, there appears to be a downturn in their reputation. As far as my pet in concerned, the facts as I see them are as follows:
My cat started overgrooming and I had to take him to the vet a few times. After some consideration I put in a claim. However, I was rather alarmed when it was turned down due to a precondition.
In taking this decision, 4Paws tried to link this to a spot he had had on his bottom lip, both conditions said to be allergy related. I challenged this decision but to no avail.
There then followed lengthy correspondence, carefully orchestrated by those who were well trained. They were clearly very confident and remained polite throughout. This intellectual exercise took about three months, including my attempt to get the decision overturned. They confirmed:
'...that all the information was reviewed by senior assessors and passed to the underwriter, Covea, for further assessment.'
In their defence and with reference to the spot on the lip and the overgrooming, oddly enough they concluded:
'...until there is a definitive diagnosis to confirm that they are NOT related (my emphasis) we are unable to overturn the decision.'
It was also unclear who I was dealing with since I got communications from a Jigsaw Insurance, part of the pib Group! Who? On enquiring I found:
'...4Paws is a trading style of NCI Insurance Services Ltd. which is an appointed representative of Jigsaw Insurance Services Ltd. Your insurance policy is underwritten by Cover Insurance, part of the Covea Group.'
At one point I also got communications from a Thistle Insurance as well.
They partly upheld my complaint agreeing that they had not been as clear as they could, particularly in relation to correspondence with my vet. Thy said:
'Please let me assure you that we will do out utmost to do better in the future.'
They clearly expected me to renew my policy but there was no suggestion of compensation, only the statutory invitation to report the matter to the Ombudsman. I decided against it as they are bound to take months to reach a verdict, which would no doubt find in favour of the large company. Any compensation, if any, would no doubt be minimal.
At not yet four years old, my little boy has been left virtually uninsurable thanks to 4Paws. At the time of writing I can only insure him for Accidents and have done so elsewhere. 4Paws does not even give advice to rejected claimants, no doubt because there is no profit in it.
It you want to avoid feeling stitched up, my advice is to steer well clear of 4Paws and all their accoutrements.
3 July 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Mrs Airey
Thank you for taking the time to share your detailed feedback.
I am truly sorry to hear about your experience and the frustration it has caused you and your cat.
We understand how important it is for pet owners to feel supported and reassured, especially when it comes to their pet’s health.
I appreciate your comments regarding the claims process and the clarity of our communications. We always aim to be as transparent as possible, and I am sorry that this was not your experience.
Regarding your claim, I can confirm that our team, including Senior Assessors and The Underwriter; Covea, carefully reviewed all the information provided. The decision to decline the claim was based on the Policy Terms relating to pre-existing conditions. In this case, the overgrooming was considered potentially related to a previous issue (the spot on your cat’s lip), both of which could be allergy-related. As you mentioned, without a definitive diagnosis confirming these conditions are unrelated, we were unable to overturn the decision.
Whilst I completely understand from a personal prospective, you see this as unfair, as a insurance provider, we must ensure all claims are assessed in line with the Policy Terms and Conditions to ensure all customers are treated fairly.
I understand this is disappointing, and I appreciate how frustrating it must be to feel that your concerns were not fully addressed. But I can assure you that all claims are carefully considered and assessed as fairly as possible.
I also acknowledge your comments about the number of different companies involved and the confusion this caused. 4Paws is a trading style of NCI Insurance Services Ltd, which is an appointed representative of Jigsaw Insurance Services Ltd, and your policy is underwritten by Covea. Jigsaw Insurance is an insurance broker that provides a variety of insurance products. It became part of the PIB Group following its acquisition in 2022. We recognise that this can be unclear, and we are working to improve the clarity of our communications so customers know exactly who they are dealing with at each stage.
I am sorry that you felt unsupported after your claim was declined and that you did not receive advice on what to do next. We are reviewing our processes to ensure that, in future, customers receive clearer guidance and support, even if their claim is not successful.
Your feedback is invaluable in helping us improve our service. We are committed to learning from your experience and will continue to review our procedures to provide a better experience for all our customers.
If you would like to discuss your case further or if there is anything else we can do to support you, please do not hesitate to get in touch.
Thank you again for your feedback, and I am truly sorry for the distress this has caused you and your pet.
Kind regards
Lauren
Pet Claims Assessment Team Leader
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