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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Helpful staff
Helpful staff. Quick response to claim form request and prompt settlement.
9 January 2025
Reply from 4Paws Pet Insurance
Hello Lynn
Thank you for taking the time to leave your review with us.
We are thrilled to hear that our team have been so caring and thoughtful when you’ve needed our help.
Should you need us again, please don’t hesitate to get in touch if you need us.
From all of us here at 4Paws, we hope you and Dora have a lovely week!
Kind Regards
Dominika
Senior Pet Claims Handler
Dishonest and Misleading Renewal Practices
I am extremely disappointed with 4Paws and their misleading practices. A few weeks ago, I received a renewal notice quoting my annual premium as £426, with the email stating, "For information, last year’s equivalent premium was £403." This suggested an increase of only 6%, which seemed modest and reasonable. On this basis, I decided to remain with them and did not feel it necessary to obtain alternative quotes, trusting that the information provided was accurate and transparent.
However, today I received the renewal paperwork in the post, and the quoted £426 translates to £36 per month. This is significantly higher than the approximately £27 per month I have been paying, equating to an actual increase of 33%! This means the renewal letter completely misled me into believing the increase was far smaller than it truly was.
I strongly object to companies that rely on deceptive communication to retain customers. It is unacceptable for 4Paws to misrepresent information in this way, especially given the already rising costs of pet insurance.
I have since moved to a different provider and would advise others to review their renewal offers carefully before deciding to stay with 4Paws. This is a company that clearly cannot be trusted.
24 January 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon,
Thank you so much for leaving us this review, we really appreciate it.
I am sorry to hear you are unhappy with the renewal invitation we had issued to you. We pride ourselves on our honesty and strive to make things as clear as possible for our customers, especially when it comes to their premiums quoted at renewal.
The renewal invitation will show the premium quoted for the upcoming year but also last year’s premium before any discounts and our administration fee have been applied. If you have received a first year or multi pet discount, this is shown as part of the premium breakdown which is included in your policy documents.
We are continually looking into ways which we can improve our communications and really do value your feedback. We would be more than happy to discuss this in more detail so please don’t hesitate to contact us on 01423 535040 or email our renewals team at petrenewals@jigsawinsurance.com should you require any further assistance with this matter.
Kind Regards
Andy
Pet Sales and Renewals Team Supervisor
Very easy the vets dealt with the claim…
Very easy the vets dealt with the claim and paid direct to the vets very happy
3 January 2025
Reply from 4Paws Pet Insurance
Good morning Christine
Thank you so much for your review.
We are delighted to hear you are very happy with our claims service and we made it easy for you.
Here at 4Paws, as pet owners ourselves. We understand how stressful it can be when your furry friend is unwell. Therefore we aim to take the stress of claiming away from you and aim to make it as easy as possible.
Should you need us again in the future, please get in touch.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Unfortunately I have had to claim twice…
Unfortunately I have had to claim twice for 2 off my cats in the last 2years and on both occasions this company have dealt with my claims professionally & quickly would highly recommend this insurance company if looking to insure your pet, sadly they both died through there illnesses but without insurance there was no way we could have afforded to try and help them overcome there illness
8 January 2025
Reply from 4Paws Pet Insurance
Good morning Paul
Firstly please accept my sincere condolences in regards to the sad loss of both of the cats.
Thank you so much for taking the time to leave us this excellent review.
To hear we was able to be there for you, when you needed us most means the world to us here at 4Paws.
Our aim is to make the claiming process as stress and hassle free as possible for you and it appears we did just that!
From all of us here at 4Paws, we wish you all the best in the future.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Very easy to deal with
Very easy to deal with. Assisted with queries and helped resolve our problem quickly.
17 December 2024
Reply from 4Paws Pet Insurance
Good morning,
Thank you so much for taking the time to leave us with this 5-star review.
It really warms our hearts to read that you found our teams easy to deal with and that were able to resolve your problem.
We hope Gizmo is making a full recovery and should you every needs us again, please do not hesitate to contact us.
Kind regards
Chloe
Pet claims assessment supervisor
A Scam
They will charge you inordinate monthly amounts for comprehensive insurance but will not pay anything out unless they get a full clinical history from birth. I brought my pup to UK from Portugal and they haven't been able to contact vet from when we were there so they have closed my claim. The issue happened here in UK (very obviously), but they for some reason need the clinical history from 10 years ago that has nothing to do with her present condition.
They have taken thousands from me for the past few years on an empty promise. This was the only claim I have ever made because she needed surgery and they are refusing to support.
An absolute scam of a company.
9 January 2025
Unprompted review
Reply from 4Paws Pet Insurance
Good Morning Joana
I am so sorry to hear you are unhappy with your experience with us.
I am sadly 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 look into this for you and provide you with further information.
Kind regards,
Dominika
Senior Pet Claims Handler
Great insurers who really seem to care…
Great insurers who really seem to care about our fur babies. No problems with claims and prompt settlements
1 January 2025
Reply from 4Paws Pet Insurance
Good Morning Naomi,
Thank you so much for taking the time to leave us this amazing 5-star review! It really means a world to us.
We’re so happy to hear you received an excellent service from our team.
Should you need anything from us in the future, we’re always here for you and your fur babies – Poppy, Saffron, Honey & Lenny.
Kind regards
Dominika
Senior Pet Claims Handler
Quick response and lively call from the…
Quick response and lively call from the company.
18 December 2024
Reply from 4Paws Pet Insurance
Hello,
Thank you so much for taking the time to provide us with this amazing feedback!
We always aim to provide the very best service to all our customers, as we know it can be an extremely stressful time when making a claim on your policy.
From all of us here at 4Paws, we hope Morag is recovering well.
Kind Regards,
Dominika
Senior Pet Claims Handler
Have all of life covers .
Have all of life covers .. after excess always paid out without any issues .. premium is £50 per dog per month at age 5 and 7 ..started at £10pmonth per dog at age1 …. claimed £4K last year
5 January 2025
Reply from 4Paws Pet Insurance
Hello Michael,
Thank you so much for taking the time out of your day to provide us with this amazing feedback!
Regarding the premiums costs - prices are likely to gradually rise over the years – we do consider Mowgli’s claims history and health when we calculate the costs of your premiums. We also use lots of other rating factors like your pet’s breed, age, or the costs of vet fees in the area you and Mowgli live.
If you do require anything further, please don’t hesitate to contact us.
We hope Mowgli is doing well.
Kind Regards,
Dominika
Senior Pet Claims Handler
Fantastic service - great people.
The whole process was simple and the advice I was given my the team was excellent. I was worried about claiming but the team there made it really simple, and stress free. Thank you so much.
1 October 2024
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for your amazing comments.
We certainly aim to provide our valued customers with a 5 star level of service and I am so pleased to hear that my team made the whole claims process as easy and as stress free as possible - this is exactly how it should be. I will be sure to pass your comments onto them, it will make their day.
If you ever do need us for anything else, please do not hesitate to contact us.
From us all here at 4Paws, we hope you enjoy your day.
Kind regards
Craig
Pet Manager
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your comments.
I am really hoping that by your vets dealing with us, it took all the pressure away from you concerning the claims process and that you were able to focus on what is most important to you, which is your furry friend!
We certainly aim to make the claims process as simple as possible for our customers and thank you again for taking the time to leave us this review.
Kind regards
Craig
Pet Manager
4Paws were very good when I had to…
4Paws were very good when I had to claim from them.
14 October 2024
Reply from 4Paws Pet Insurance
Hi there
5 stars! thank you so much!
We certainly aim to be there for you when you need us most and I am so pleased to hear that you were happy with the service provided to you following your claim.
If you ever so need us for anything else in the future, please do not hesitate to give us a call.
Kind regards
Craig
Pet Manager
Woeful experience - Stay away
Very misleading company who do not make the policy start date clear when taking out a policy. This will sting those who unfortunately need to make an unforeseen claim early during the policy.
16 December 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your comments and I am so sorry to hear that you were unhappy with the service you received from us.
During the online sales journey, we aim to be as clear as possible with our customers.
At the start of the online journey, we ask you to choose a policy start date that you'd like the to start from (this can be up to 30 days in advance). We also confirm that cover will start on the date you have selected at 00:01 hours unless you have selected your policy to start that same day, in which case cover will start as soon as you have successfully purchased cover. Any claims for illness are excluded in the first 14 days of cover and cover is for a period of 12 months unless otherwise stated.
Before purchasing cover, we also provide our customers with significant limitations of cover, so you can be sure that the cover you have chosen meets your demands and needs. Within these limitations, you are notified that there is no cover for injuries within the first 24 hours or illness within the first 14 days from your chosen start date. From here, you are then asked if you are happy to proceed purchasing cover with us.
I am sorry that we have been unable to assist you with your claim on this occasion and that you felt the information provided was misleading. I do hope that we are given the opportunity to restore your faith in us.
Kind regards
Craig
Pet Manager
Reply from 4Paws Pet Insurance
Hello John
Thank you so much for taking the time to tell us about your experience with us here at 4Paws Pet Insurance.
It’s important to us to make our claims process as simple as possible and to keep you updated throughout.
If you need further assistance, we are always here to help you and Chetta.
From all of us here at 4Paws , we wish you a very Merry Christmas and a happy New Year.
Kind regards
Dominika
Senior Pet Claims Handler
AVOID
Be careful of this company, their Insurance Product Information Document (IPID), which is the simplified red and green terms most customers use (as summarises your cover), isn’t actually a reflection of their real terms and is a false representation of your cover.
Refused to pay despite the Insurance Product Information Document saying you had 12 months to have recommended dental carried out, hidden in the 32 page terms it’s actually 3 months.
My dog had a wobbly tooth which wasn’t bothering him, agreed with the vet that we would watch and wait to see if it fell out naturally as it’s a short nosed breed and his teeth are otherwise well looked after to avoid the risks associated with general anaesthetic and I checked the Insurance Product Information Document which said it needed to be done within 12 months. In the end the tooth hadn’t fallen out after a few months so I had the vet remove it. To my surprise they refused to pay, as it was more than 3 months which was hidden in their lengthy terms. This is despite me calling years before, as I was changing insurer and the renewals team convincing me to stay despite it being more expensive, because they had the best dental cover. The vet has said most insurers cover up to 12 months not 3, 3 months is unusual, so this was also misleading. I insure two dogs with them (the claim is less than the cost of 1 of the dogs yearly premium) I have never claimed anything for either dog. I think that they deliberately mislead their customers and will be taking this to the FOS, as their Insurance Product Information Document which is what you use to compare insurance products and understand your insurance isn’t a true reflection of your cover.
Throughout the process at every time they were looking to get out of paying.
Delay, Deny, Defend.
I now have to go through an 8 weeks complaint process before I can go to the FOS. I’m chronically unwell and could do without this and it was unreasonable of them to expect me to read through 32 pages of tiny print to check that their IPID was consistent. They treat customers unfairly.
Your response doesn’t explain why your IPID document differs from your real terms and conditions? The IPID was sent along side the Terms and conditions and is supposed to summarise them.
‘ Costs of dental treatment carried out 12 months or more after the
recommendation of treatment from a vet.’
Why are they different and always sent alongside the TofC’s to deliberately mislead customers. Please also remove my personal information from your response. I haven’t given you permission to share personal data.
The vet explained why it wasn’t completed immediately.
UPDATE: Financial Ombudsman agreed with my complaint and that they treated me unfairly and misled with their information. They have been instructed to pay! Sad they make you go through this just to get them to play fair.
FOS COMMENTS:
Regulations known as Consumer Duty have recently come into effect and one of the cross-cutting rules is that firms should enable their customers to pursue their financial objectives. Put simply firms should allow their customers to enjoy use of their product without any unreasonable barriers. By unfairly rejecting the claim, I don’t feel Covea have adhered to this. The Insurance Conduct of Business (ICOB) Sourcebook also states insurers shouldn’t unreasonably reject a claim.
As part of these regulations, firms are also expected to ensure consumers are equipped to make good decisions and that information is made available at the right time and is understandable. I feel the contradictory IPID and policy wording highlights that Covea haven’t adhered to this.
10 December 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hello
Thank you for your feedback and we’re sorry to hear about your bad experience.
Decisions regarding claims assessment are made based on the Terms & Conditions of your Policy, which is always sent to you at each renewal of your policy, so have enough time to review them. We make it explicitly clear at new business and renewal each year; it is your responsibility for you to read your Policy Terms and Conditions fully and should you have any questions, we invite you to contact us to discuss these further.
Please allow me to refer you to your Policy Terms and Conditions:
GENERAL CONDITIONS WHICH APPLY TO THE WHOLE POLICY (page 12):
Preventative care and following veterinary advice
7. You must ensure that following a dental examination, any treatment recommended is carried out within 3 months of the examination taking place, unless your vet can provide medical evidence as to why this did not happen.
Whilst I appreciate you may be dissatisfied with the outcome of your claim; to treat all of our customers fairly, we must assess all claims in line with the Policy Terms and Conditions.
We understand that you’ve already contacted the Complaints Team and raised a complaint. I can confirm The Complaints Team will review Gizmo’s Policy in full and respond to you once they have completed a full complaint investigation.
Thank you again for taking the time to leave us this feedback and I apologise our claim decision was not what you hoped for.
Kind regards
Dominika
Senior Pet Claims Handler
Easy claims…
Making a claim seems very straightforward. I'm anxious to see how it will impact our premiums next year though. So far so good though.
11 December 2024
Reply from 4Paws Pet Insurance
Hello Nina,
Thank you so much for taking the time to tell us about your experience with us. We are pleased to hear that you were happy without claim process.
In terms of your renewal premiums, we will contact you 14 days before your renewal date, providing you with your new renewal premium. We invite you to contact us should you wish to discuss this further and one of our renewal’s advisors will discuss this with you.
If there is anything else we can do to help, please let us know .
Kind regards
Dominika
Senior Pet Claims Handler
Had to cancel due to the ridiculous renewal costs
We started this insurance as Aviva years ago. When my dog needed surgery on her legs the insurance only went up around £100.
When Aviva stopped doing pet insurance we got moved to 4 Paws. (We were on a lifetime insurance, so we had to stay) since being with 4 paws the insurance has shot up year upon year.
We have just had our renewal through and the cost has just jumped up by £650 and the insurance is close to £2,000. We have now been priced out of insuring my dog.
3 December 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for leaving us this review, we really appreciate it.
Please be assured that we continue to review our premiums, this is to keep them as competitive as possible. Please be advised that when calculating premiums each year, we take into account several factors, this includes your pet’s age, breed and claims history etc. and I am sorry we've been unable to offer you a cheaper premium at your most recent renewal.
We'd really welcome the opportunity to discuss this with you further. Please do not hesitate to contact us on 01423 535040 at your earliest convenience.
Kind regards
Craig
Pet Manager
Puzzled and frustrated
For some reason they refused to insure my healthy terrier cross with no explanation as to why. Particularly frustrating as my employer gives discount for 4Paws. As Pet Plan has always given good service I guess I will be going there.
25 November 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon,
Thank you for taking the time to provide us with feedback.
I am very sorry to hear that you were not happy with the service that we provided. Due to the criteria that we receive from our underwriters, there are sadly some pets that we are unable to offer cover for. This includes a number of different breeds and crosses, and also any dogs over the age of 8 or cats over the age of 10.
Please accept my apologies for any inconvenience caused.
If you would like to discuss this in further detail or if you have any queries, please do not hesitate to contact us.
Kind regards
Danny
The Pet Team
Reply from 4Paws Pet Insurance
Hello Jeff,
Thank you so much for taking the time to leave us this 5 star review!
We always aim to keep our customers at our core. It is wonderful to hear that you’ve had amazing customer service experience, this really means the world to us.
We are here for you and Mojo, should you ever need us again.
Kind Regards
Dominika
Senior Pet Claims Handler
Excellent pet insurance & amazing staff
So pleased with this pet insurance company. They have been amazing with authorising claims which recently I've had a few of due to a couple of unexpected problems. They have communicated directly with my vets, kept me informed of every step via email and text messages, and phone calls. They provide a really personal and attentive service and on the day of Bella's surgery they called and wished her well, along with an update. They had also pre-authorised 2 claims within 2 working days. Thank you so much to all the team for being so lovely, caring and efficient. Hadn't heard of 4Paws before so wasn't really sure, but couldn't be more pleased with my choice. Hopefully won't need to claim again for a long time!
12 November 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Suneeta
Wow what a amazing review - Thank you so much!
It means the world to us here at 4Paws to receive should fantastic reviews like this. I will be sure to pass your lovely feedback onto our team.
Here at 4Paws, as pet owners ourselves. We understand what a stressful time it can be when your furry friend is unwell, so we aim to make our claims process as efficient and easy as possible for you. It appears we did just that for you, which I am delighted to hear.
We hope Bella has made a speedy recovery. Should you need us again, please dont hesitate to contact as us and we will be more than happy to help.
From all of us here at 4Paws, we hope you and Bella have a lovely rest of your week.
Kind regards
Lauren
Pet Claims Assessment Team Leader
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