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
3.9
Great
752 reviews
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Stressfree experience and received…
Stressfree experience and received payment quickly with no hassle many thanks
30 May 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Flynn
Thank you for your kind words! We’re delighted to hear that your experience was stress-free and that your payment was received quickly.
Providing a smooth and hassle-free service is very important to us.
If you need any further assistance, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Reply from 4Paws Pet Insurance
Good morning
Thank you for your feedback! We’re really pleased to hear your claim was accepted and paid out quickly.
Providing a prompt and efficient service is a top priority for us. If you need any further assistance in the future, please let us know.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Was so easy
Was so easy. I downloaded the form, filled it in, gave it to the vets practice, who did their bit & submitted it to 4Paws. Next thing I knew, claim submitted, reviewed and paid out in full within 2 weeks. No quibbles, no questions, no wriggling out of it on a technicality. Very pleased with the experience.
7 May 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Croad
Thank you so much for your feedback! We’re delighted to hear that the process was straightforward and that you’re pleased with how smoothly everything went.
Making things easy and stress-free for our customers is really important to us, so it’s great to know we delivered on that.
If you need anything else in the future, please don’t hesitate to get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Warning to all pet owners looking for…
Warning to all pet owners looking for pet insurance from this company. They don't cover any issues with malocclusion which can be as many as 35% of puppies. Avoid this company for insurance as it will cost you a lot of money, there are much better options
19 June 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Martin
Thank you for sharing your concerns regarding malocclusion coverage. We understand how important it is for pet owners to have clarity on what is and isn’t included in their insurance policy.
Our policies are designed to be as transparent as possible, and we always encourage customers to review the Terms and Conditions carefully to ensure the cover meets their needs.
Malocclusion, or misalignment of teeth in dogs, is often present from a very young age and can be identified as early as when the baby teeth erupt or as the adult teeth come in, typically between 4.5 and 6 months of age. Because malocclusion is frequently a congenital or pre-existing condition, it is not covered under most pet insurance policies. This approach is standard across the insurance industry, as policies generally exclude conditions that are present before the start of cover or that are considered hereditary. This ensures that insurance remains sustainable and fair for all policyholders.
If you have any questions about specific conditions or would like to discuss your options further, please don’t hesitate to contact our customer service team. We are here to help you make the best choice for your pet’s health and wellbeing.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Fast and Fair Claims
I have had no problems claiming for my dogs vets fees, and I have received payment quickly. They have been fair and explained any excesses to me promptly.
22 May 2025
Reply from 4Paws Pet Insurance
Good morning Mrs Godfrey
Thank you so much for your kind feedback.
We’re delighted to hear
that you found our claims process fast and fair, and that everything was
explained clearly.
It’s great to know your experience has been positive and that your claims for Poppy's vet fees were handled smoothly.
If you ever need any further assistance, please don’t hesitate to get in
touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
AVOID Terrible insurance .
AVOID Terrible insurance .
I make a claim for may cat gone missing, providing everything they ask for ,everything ok from my side then recive an email telling me that they have an IT issue and the claim can't be processed. After 4 week from the email with the "IT issue" what they can't explain exactly what the issue is, they ask me if I want to put a complaint in, for me to be able to do something else i have to wait another 8 weeks untill the complaint it's complet. An absolutely joke. This company shouldn't be on the market.
For the staff from 4Paws insurance who answer to this review and they can't help because they can't locate the policy here it's my Claim Ref: 57438868.
13 June 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon Mr Badelita
Thank you for sharing your feedback, and I’m very sorry to hear about your experience with your recent claim.
I completely understand how frustrating and upsetting this situation must be, especially given the circumstances with your missing cat and the delays caused by the IT issue.
Please accept our sincere apologies for the inconvenience and lack of clear communication.
I want to assure you that your claim (Ref: 57438868) is being escalated for urgent review and I am in talks with our IT department as we speak.
We are committed to resolving this as quickly as possible and will keep you updated throughout the process.
If you would like to discuss your claim further or need immediate assistance, please contact our customer service team directly, quoting your claim reference.
We genuinely appreciate your patience and are working hard to put things right.
Thank you for bringing this to our attention.
We will be contact shortly with a update for you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Terrible
Terrible! Not paying out on claims when perfectly valid. So frustrated and terrible customer service. It doesnt make any sense, so please avoid this company and go elsewhere.
9 June 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good Morning,
I am so sorry to hear you are unhappy with your experience with us.
Sadly, I am unable to locate your policy to investigate this further for you.
Please can you call us on 01423 535 040 or email at PetClaims@JigsawInsurance.com and we will do our very best to investigate this for you and provide you with further information.
Kind regards,
Dominika
Senior Pet Claims Handler
expensive renewal…
I had looked at renewal with no past claims, but the renewal cost was substantially more than the current policy. I responded to the renewal notice but the reply was long winded with little substance, they also had an incorrect pet name for my dog. I looked on the compare sites and their prices were much less than what they were quoting for renewal.
30 May 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon,
Thank you for sharing your feedback regarding your recent renewal experience.
I’m sorry to hear about the issues you encountered, including the higher renewal cost, the lack of clarity in our response, and the incorrect pet name on your policy. I also understand your concerns about finding lower prices on comparison sites.
If you would like, I can arrange for a member of our team to review your renewal in detail and address these concerns directly.
Please let me know if you would like us to look into this further or if there is anything else we can do to assist you.
Kind Regards
Lauren
Pet Team Leader
Didn’t like how I was communicated to
Didn’t like the communication. Didn’t like how I was questioned about how I look after my dogs.
17 April 2025
Reply from 4Paws Pet Insurance
Good morning Melanie,
Thank you for taking the time to share your feedback with us. I am sorry to hear that you are unhappy with the information we requested regarding your claim for Pickles.
Please be assured that, depending on the nature of the claim, we sometimes require additional information.
I apologise if it felt as though we were questioning how you care for Pickles, as that was never our intention.
If you wish to discuss this further please do not hesitate to contact us.
We hope Pickles is recovering well.
Kind regards,
Chloe
Pet Claims Assessment Supervisor
Terrible insurance policies
I've submitted 2 insurance claims for my rabbits only to have both denied because they consider them "on going health needs".
They aren't.
GI statis isn't a chronic health condition.
Terrible customer service and appeals process. Cancelled my policy and am now out of pocket roughly £500.
21 May 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi there,
Thank you for sharing your feedback, and I’m sorry to hear about your experience with your recent claims and the appeals process.
I understand how frustrating it must be to have your claims denied and to feel unsupported.
I must confirm that we assess all of our claims in line with our Policy Terms and Conditions to ensure this is done fairly. However I appreciate your concerns regarding how your claims were assessed and without your Policy details, I am unable to comment on the reasons for the decline specifically.
However, if you would like us to review your case again or provide further clarification on the decision, please let us know.
We are committed to ensuring our customers feel heard and supported, and we would be happy to look into this further for you. If you have any additional information or documentation you would like us to consider, please send it through.
I am sorry to hear you are no longer with us but, I thank you for bringing this to our attention.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Avoid like the plague
Their claims process is manual and outdated. Having to print and physically complete a claims form in 2025 is just insanely lazy and incompetent from all who run the group. They're also shockingly poor value for money. I got offered 5x the coverage for £2 a month less than they offered once I shopped around.
The form is also incredibly poorly worded and unclear. They made a payment directly to my vet instead of me claiming I had approved it on my form. Having reviewed the form, however, there was no wording indicating where a payment should be sent, only two check boxes underneath a request for permission to contact the vet directly for information. This clearly reads as a request as to confirm whether the information requests can go directly to the vet or if they need to go via you as the payee.
Avoid like the plague. Speaking to the team to resolve they were absolute bellends.
15 May 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon Michael
We understand your frustration with the claims process and the overall value proposition. It's clear that your experience hasn't met your expectations, and we sincerely apologize for the inconvenience and disappointment this has caused.
We appreciate you taking the time to share your feedback, and we'll use it to improve our services. We understand the importance of a smooth and efficient claims process, and we're committed to making improvements to ensure a better experience for our customers. We're also actively reviewing our pricing and coverage options to ensure we remain competitive in the market.
I have listened to the calls you had with my team. While I understand and appreciate that you are frustrated, I can assure you that my team attempted to explain the reason for the payment to the vets so they could resolve the issue for you.
It is clear that you feel an error has occurred, so we have raised a complaint and our complaints team will investigate this fully and get back to you. In the meantime, I kindly ask that you remain respectful to the team as we work to resolve this issue for you.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Scam Insurance
Scam Insurance – A Complete Joke
This company is an absolute disaster. For the past two months, they’ve refused to reimburse any claims, blaming it on “missing vet information.” Meanwhile, my vet responded to their emails FOUR times – and they kept pretending nothing was received.
To make things even more ridiculous, they were asking for the full medical history of my dog… who is FOUR MONTHS OLD. What a fing joke.* How much history do they expect from a puppy?
They are dishonest, misleading, and completely unhelpful. They charge a 30% “processing fee” just to look at your claim, and then make it as hard as possible to ever get your money back. No transparency, no accountability – just red tape and runarounds.
This is not insurance – it’s a scam. Avoid this company at all costs. Seriously. Run.
14 May 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
Thank you for taking the time to leave this review.
We understand your frustration and apologise for the difficulties you've experienced with your claim. We strive to provide excellent service and are disappointed to hear that your experience has fallen short of your expectations.
Without your policy details, I am unable to specifically address why your claim was delayed; however, I can assure you our aim is to provide the very best service at all times and that we would never withhold information or delay claims unnecessarily.
I can confirm all the terms and conditions are detailed in your Policy Terms and Conditions and this includes any excess's relating to the cover you chose. This information is also provided when you set up the policy and at every renewal, to be as clear and transparent as possible with our customers. We invite you to contact us to discuss the cover being offered if you feel that it doesn't meet your needs.
We take all customer feedback seriously and will use your comments to improve our processes. We appreciate you bringing this to our attention and if possible, I would like investigate the specific issues you've raised and see what we can do to put things right.
Please contact me directly at Petclaims@Jigsawinsurance.com and I will look into this further for you.
We value your business and hope we can try and rebuild your confidence in us and you'll consider giving us another chance.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Good service
Good communication, prompt dealing with claim and settlement in full (less the excess) of treatment.
19 March 2025
Reply from 4Paws Pet Insurance
Good morning Andrew,
Thank you so much for taking the time to share your positive experience with us.
We're glad to hear that you found our communication clear and our claim process efficient. We strive to provide excellent customer service and appreciate your feedback.
Please don’t hesitate to contact us if you and Ralf need anything.
Kind regards
Dominika
Senior Pet Claims Handler
Quick response and payout
26 March 2025
Reply from 4Paws Pet Insurance
Good afternoon Sarah
Thank you for your kind words. We appreciate your positive feedback and are glad you had a positive experience.
Should you need us in the future, please get in touch and we will do all we can to support you and your furry friend.
From all of us here at 4Paws, have a lovely week!
Kind regards
Lauren
Pet Claims Assessment Team Leader
Absolutely wonderful customer service
Absolutely wonderful customer service. Spoke to a wonderful lady named Pearl who was so helpful and went above and beyond to ensure I was getting the best from my policy.
Would highly recommend!
Thank you
6 May 2025
Unprompted review
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your comments.
We are thrilled to hear about your positive experience with our team. We strive to provide excellent service to all our customers, and it's wonderful to know that Pearl went above and beyond to ensure you were happy with the policy. We appreciate your kind words and will be sure to share your feedback with her.
Kind regards
Craig
Pet Manager
Incredibly expensive for the type of…
Incredibly expensive for the type of cover. I’ve saved over £200 a month by moving my cover to another provider which gives much more cover to my dog. Be aware of their underwriters changing cover for breeds over the years and they will price you out of insurance. Customer of 7 years.
30 April 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good morning
I am sorry to hear that you are disappointed with the price we offered you to insure your pet with us for a further year.
We look at several factors when calculating renewal prices for our customers, including your pets age, breed, address, claims history and to take into consideration the cost of vet fees.
When you purchase cover and at every renewal, we provide you with your policy documents and Certificate of Insurance, this is for you to make sure the cover being offered continues to meet your needs. As pets get older, they can be more prone to suffer from conditions and we take this into consideration when pricing your policy each year.
I am sorry that we were unable to offer you a price you were happy and that we have lost you as a valued customer. We will be sure to feed your comments back to our pricing team and thank you for taking the time to bring this to our attention.
Kind regards
Craig
Pet Manager
Have been with 4paws a number of years…
Have been with 4paws a number of years now, while there not the cheapest around, we have had to put a number of claims in, and up to now have always been paid out promptly with no issues.
17 March 2025
Reply from 4Paws Pet Insurance
Good morning Jonathan,
Thank you so much for your kind words and for being a loyal 4Paws customer over the years.
We are glad to hear that your experience when you have needed to claim has been smooth and prompt.
Please don’t hesitate to contact us if you and Lucy need anything.
Kind regards
Dominika
Senior Pet Claims Handler
Unfair and excessive deductions made…
Unfair and excessive deductions made from the total claim for our rabbit. The vet advised a probiotic and dental treatment to try to treat his gastrointestinal issues (which included anorexia) which were deemed medically necessary to alleviate suffering. We were also not covered for the necessary euthanasia. Considering the rabbit's insurance premium *more than doubled to over £40/month in the space of a couple of years*, this is poor service and cover for the price we paid. At least the guy on the phone explained all this with empathy. Won't be insuring with you ever again. PetPlan are a better cover for a better premium.
28 April 2025
Reply from 4Paws Pet Insurance
Good morning,
Thank you for taking the time to share your feedback, and please accept our sincere condolences on the loss of Max.
We’re also very sorry to hear that your experience with us did not meet your expectations during such a difficult time. We take concerns like yours seriously, and we recognise how frustrating it must have been to face unexpected claim deductions when you were doing everything possible for your pet’s wellbeing. Sadly, the costs of probiotics, euthanasia and certain dental procedures are not covered by the policy.
Your feedback has been shared with our team as we continuously review how we can improve both our policies and our communication to better support pet owners in moments like these.
Thank you again for your honest comment on the situation.
Kind regards
Dominika
Senior Pet Claims Handler
First time claimer
First time I have ever made a claim for my dog and it couldn't have been easier. Was kept informed of the progress of my claim and settlement was completed very quickly. Would have no hesitation in recommending 4PawsPet Insurance based on my experience.
10 March 2025
Reply from 4Paws Pet Insurance
Good morning Nora,
Thank you for your kind words and positive review.
We are thrilled to hear that you had a positive experience with our claims process. We strive to make the claims process as smooth and efficient as possible for our customers.
We appreciate your recommendation, we are committed to providing excellent service to all our policyholders.
If you and Wilson need anything from us, please do not hesitate to reach out.
Kind regards
Dominika
Senior Pet Claims Handler
Excellent service and prompt payout
Excellent service and prompt payout. I have 4 pets with 4Paws including 2 rabbits and 2 cats.
23 April 2025
Reply from 4Paws Pet Insurance
Hello Raquel,
We are so happy to hear that you have had a positive experience with us. We strive to make the claims process as smooth and efficient as possible.
It really warms our hearts to read that you were satisfied with the speed of your claims assessment and payment.
Please do let us know if there is anything else we can do to make your experience even better.
Kind regards
Dominika
Senior Pet Claims Handler
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