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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It worked
It took some time between the vet and 4Paws but got there in the end. Why the admin gee?
7 October 2024
Reply from 4Paws Pet Insurance
Hello Kevin,
Thanks you so much for taking the time to leave us this review, it’s greatly appreciated!
We process pre-authorisation claims within 48 hours if we have all information needed to assess them. Sometimes we need to request information from the vets which sadly can extend the timeframe. But we can assure you, we chase the missing information daily.
From reviewing your recent claim, I am unable to see any claim specific deductions, however if you would like to discuss this in more detail please don’t hesitate to call us on 01423 535 040 or email at PetClaims@JigsawInsurance.com and we can look into this further for you.
Kind regards
Dominika
Senior Pet Claims Handler
Direct debit Fraud?
no idea whats going on, i dont own a pet, but for some reason, for the last 4 years, this company keeps setting up direct debits, to charge me for insurance i never took out.
I cancel them, but they keep coming back.
7 November 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good Afternoon Stephen
Thank you so much for your feedback and we do apologise for inconvenience caused.
As 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 best to clarify and resolve the issue you are experiencing with our company.
Kind regards,
Dominika
Senior Pet Claims Handler
Bunch of cowboys.
We've had a policy with them for 2 years. Tried to make a claim and they refused to pay out. They claimed it was because it was an ongoing issue but it absolutely wasn't. Our dog stood on something and cut her paw which got infected so she needed antibiotics. Because she'd had some before it was somehow the same issue as before. Load of nonsense.
Avoid them.
4 November 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi Chris
Thanks so much for taking the time to leave us this review.
I am so sorry to hear you are unhappy with the service you have received.
From the information provided, I am unable to locate your policy to look into this further for you. In order to provide full explanation and reasoning as to why the claim decision was made.
I am really keen to investigate this further for you, as we ensure all of our claims are assessed in line with the Policy Terms and Conditions, to ensure all our customers are treated fairly.
As I am unable to locate your policy, please can you contact us on 01423 535040 or alternatively email the claims team at PetClaims@JigsawInsurance.com and we can look into the further for you.
Kind regards
Lauren Wray
Pet Claims Assessment Team Leader
Very easy to make a claim and staff…
Very easy to make a claim and staff were extremely helpful and informative when I phoned up.
30 October 2024
Reply from 4Paws Pet Insurance
Good morning Irene
Thank you very much for taking the time to leave us this 5 star review, your comments really do mean the world to us.
We’re so pleased to hear you’ve found the claims process quick, simple and clear and that you’re very happy with the customer service provided.
Please know that we’re always going to be here for you and Rosie & Ralph should you need to claim again.
Kind regards
Dominika
Senior Pet Claims Handler
Would not hesitate in recommending 4paws
All aspects of the claim were dealt with very quickly and I would not hesitate in recommending 4paws.
23 September 2024
Reply from 4Paws Pet Insurance
Hello Anne,
Thank you so much for taking the time to leave us such a lovely review.
It’s great to hear that we’ve been able to assist you with your recent claim and that it was settled quickly. To hear that you’d now recommend our services to others really means a lot to us.
Should you need anything in the future, we’re always here for you and Rocco.
Kind regards
Dominika
Senior Pet Claims Handler
Quick and easy to deal with
Quick and easy to deal with, minimal effort to fill out a claim form, very straight forward process. Could have been quicker on follow up claims, but guess that’s the nature of insurance. Thank you for your help with our rabbit :)
19 June 2024
Reply from 4Paws Pet Insurance
Good morning
Thank you for taking the time to leave us a review.
We are happy to hear that you have a great experience with us so far. We aim process all our claims as quickly as possible and ensure these are all assessed within 10 working days, in order to treat all of our customers fairly. It’s great to see we hit the mark on this occasion.
If you need us for anything else in the future, please do not hesitate to let us know.
Kind Regards
Dominika
Senior Pet Claims Handler
Excellent service & communication
Excellent service & communication
Definitely recommend
When it come to claiming, absolutely no problem
23 October 2024
Reply from 4Paws Pet Insurance
Hi Debbie
Thank you so much for taking the time to leave us the fantastic 5 star review.
We’re so happy to hear you received excellent service from us here at 4Paws, to hear you would recommend us truly means the world to us, so thanks again!
Should you need anything from us in the future, we’re always here for you and Cosmo.
Kind regards
Dominika
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Hello Miguel
Thank you very much for taking the time to leave us a 5 start review, it really means the world to us.
Here at 4Paws we keep our customers at our core and aim to be there when you need us the most.
Should you need our assistance again, please don’t hesitate to get into contact with us.
Kind regards
Dominika
Senior Pet Claims Handler
Quick at selling claims
With a recent claim, the process was very easy and payment made quickly.
23 September 2024
Reply from 4Paws Pet Insurance
Good morning Jane
Thank you so much for taking the time to leave us this amazing 5-star review.
It means the world to us here at 4Paws when we make our customers claim journey as easy as possible. As pet owners ourselves we understand how worrying it can be when your furry friend is unwell, therefore we aim to make the claiming process as easy and stress free as possible.
We hope Piper is feeling much better.
Should you need us again in the future, please reach out.
Have a lovely day.
Kind regards
Lauren
Pet Claims Assessment Team Leader
Slow response when submitting a claim
Completed a pre-authorisation request which was approved in good time and confirmed they would agree 1 of 2 of the claims. Operation took place on 3 weeks ago and received confirmation on the 25/09/24 that my claim has been received - but nothing since.. Chasing a response for reimbursement. Our eldest dog is 9 years old and this is the first time we've submitted a claim for insurance so no prior experience if this is the usual wait time but would have hoped pre-authorisation would have sped things up!
7 October 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good morning Sarah
Thank you so much for taking the time to leave us a review.
We are sorry to hear your pet is unwell and you are needing to claim. Here at 4Paws we want to do all we can to support you when you need us most.
In terms of our pre authorisation service that we offer. We process these within 48 hours of receipt, should all the information be received. This is in order to give you confirmation that treatment will be covered, prior to this going ahead.
In regards to our claim's process, we look to process all of our claims within 5-10 working days of receipt, should all the information we require for the claim be received.
I am unable to locate your policy from the details provided in order to give you a real time update, however if you would like to give us a call on 01423 535040 one of our claims advisors will be able to provide you with a update on your claim.
We hope to speak to you soon and be able to get your claim resolved for you.
Kindest regards
Lauren
Pet Claims Assessment Team Leader
Dishonest, Manipulative, and Exploitative – Stay Away from 4Paws! Epically New Pet Owners & those with a Disability!
I’ve never been so disgusted by a company’s practices. 4Paws Pet Insurance has proven themselves to be unethical, dishonest, and entirely untrustworthy. I strongly urge anyone thinking of using them to stay far away.
I took out insurance for my 14-week-old kitten, and they’ve done everything possible to avoid paying out on a valid claim. First, they tried to retroactively change the start date of my policy to weasel out of covering my kitten's condition. Then, they shifted their excuses to claim he wasn’t covered because I hadn’t yet brought him home when I took out the policy —something they never made clear when I signed up and is actually untrue in their own policy wording. Their terms are deliberately vague and misleading, designed to leave you uncovered when you need help most.
What makes this worse is that 4Paws knew about my disability and memory issues from the start, asking me whether I had any disabilities under the guise of trying to be helpful and accommodating, yet they shamelessly used this against me. They gaslit me into believing I was in a 14-day waiting period, which wasn’t true, and two separate staff members fed me the same lie, insisting I was mistaken. Their treatment was not only stressful but potentially life-threatening for my kitten, as they delayed his much-needed care with their manipulative tactics. And if I hadn't pursued it further I would have been left thinking my pet was uncovered. I wonder how many other people they have tricked with this same method and left their pets lives at risk.
If you have a disability, steer clear of this company. They will take advantage of your vulnerability and twist the situation to their benefit. 4Paws has no integrity, no compassion, and no respect for their customers.
I will never use them again, and I hope this review spares others the same nightmare. Avoid 4Paws at all costs—your pet’s life might depend on it!
20 September 2024
Unprompted review
Reply from 4Paws Pet Insurance
Hi Hannah
Firstly I would like to offer my apologies that you are unhappy with the service you have received from us here at 4Paws.
I can confirm following our previous conversation, we have explained the reasons why we are sadly unable to cover your recent claim for your Kitten Hector following a referral to your underwriter and provided you with options.
In relation to you feeling like you were not made aware of specifics when you signed up for the policy, this was purchased online and you have to agree with the assumptions before purchasing any policy with us but, we always welcome all of our customers to call our team to discuss anything they may be unsure of.
I am sorry you feel we are using your disability against you, this is not our intention. We ask all of our customers if they have any vulnerabilities in order for us to make any amendments to our service or communication. In order to treat all of our customer fairly.
We cannot make decisions on whether your pet is not to have treatment at any time. This is for you to discuss with your veterinary practice.
I can confirm you will shortly receive your Final Decision in relation to your complaint, which will detail our full response.
Kind regards
Chloe
Pet Claims Assessment Supervisor
We had no problems when making a claim
We had no problems when making a claim. The lady on the phone was very helpful.
Excellent customer service.
8 August 2024
Reply from 4Paws Pet Insurance
Good afternoon
Thank you so much for taking the time to leave us this amazing 5-star review.
We are delighted to hear your claims experience was straight forward for you.
Here at 4Paws we pride ourselves in giving our customers the very best service at all times, as we can appreciate how stressful and worrying it can be when your fury friend is unwell. So to hear we did just that on this occasion, means the world to us.
I will be sure to pass your lovely comments on to the handler you spoke too.
We hope Arthur is feeling much better now, however should you need us again in the future, please dont hesitate to get in touch.
Kind Regards
Lauren
Pet Claims Assessment Team Leader
Reply from 4Paws Pet Insurance
Good morning
Thank you so much for your kind words.
I am so pleased to hear that we settled your claim quickly and that you found us easy to communicate with. We know that it can be a stressful time when your pet is unwell and we aim to make this process as easy as we can for our valued customers.
If you do need us for anything else in the future, please do not hesitate to contact us.
Kind regards
Craig
Pet Manager
Strong recommend
Easy to sign up, and really helpful when I had to claim. No quibbles and friendly support over the phone.
8 August 2024
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your review.
There is nothing better than hearing our valued customers would recommend our services to others, it really does mean the world to us.
I am so pleased that you were happy with the online sales journey and also, with the claims process.
Thank you again for taking your time to leave us this review, we really appreciate it.
Kind regards
Craig
Pet Manager
I had to claim for the first time and…
I had to claim for the first time and it was so easy and paid out within 2 weeks.
Really pleased
1 August 2024
Reply from 4Paws Pet Insurance
Hi there
5 stars - thank you so much!
We certainly aim to provide our customers with a 5 star service and I am so pleased that you were happy with the claims service you received from us.
If you do need us for anything else, please do not hesitate to contact us.
Kind regards
Craig
Pet Manager
My claim was dealt with very quickly…
My claim was dealt with very quickly and no fuss. Would highly recommend them.
8 August 2024
Reply from 4Paws Pet Insurance
Good morning
Thank you so much for your comments, we really appreciate it.
I am pleased that we were there for you when you needed us and as a result of the service you received, you'd now recommend our services to others.
From us all here at 4Paws, we hope you have an amazing weekend.
Kind regards
Craig
Pet Manager
Reply from 4Paws Pet Insurance
Hi there
Thank you so much for your amazing 5 star review, we really appreciate it.
I am so pleased you have been happy with everything, this is certainly what we aim for.
If you do need us for anything, please do not hesitate to let us know.
Kind regards
Craig
Pet Manager
The company refused to pay out on a Dental Claim
The company refused to pay out on a dental claim for my dog because he needs to be muzzled at the Vet surgery. Usual references to the Policy even though the vets stated that they were unable to look at the dogs teeth on his regular yearly check up. Read the small print if you do take out a Policy...
6 September 2024
Unprompted review
Reply from 4Paws Pet Insurance
Good afternoon Andy
Thank you for taking the time to leave us a review.
We are sorry that you are not happy that your claim for your pet has been rejected.
From looking into your policy, I can see the reason you claim was rejected was due to Spot not having a dental check-up. Please allow us to refer to our Policy Terms and Conditions - SECTION 1A - Veterinary Fees
What we will not pay:
33. Any dental treatment or complementary treatment unless your pet had a dental examination carried out by a vet in the 12 months before the clinical signs of the injury or illness were first noted and you provide evidence of the dental examination.
Whilst I appreciate your claim outcome was not what you was hoping for, we need to ensure all claims are assessed in line with the Policy Terms and Conditions.
If you wish to discuss this further with a member of our team, please give us a call on 01423 535 040 and we will be able to look into this further for you.
Kind regards
Emily
Senior Pet Claims Handler
Only issue was the phones could get…
Only issue was the phones could get very busy and I was unable to get through. Claims paid fairly promptly. First time ever claiming and experience was a little frustrating but it improved as time went by.
13 June 2024
Reply from 4Paws Pet Insurance
Good morning Tessa,
Thank you so much for leaving us this review.
We are sorry to hear that you had issues contacting us via phone. We do apologise for any inconvenience this caused. We are experiencing a high volume of calls during the day however, we are trying our very best to answer each call to offer the very best support we can. If you struggle via telephone again please do email us on petclaims@4paws.co.uk to request a call back or to discuss your query further.
We are glad to hear that Stanley’s claims were settled and we hope he is making a full recovery.
Kind Regards,
Dominika
Senior Pet Claims Handler
Reply from 4Paws Pet Insurance
Hello Liz,
Thank you so much for taking the time to leave us this review.
We are so happy to hear that you found our team helpful during your pre-authorisation claim process.
We pride ourselves on providing the very best service when you need us.
We hope Etta is feeling well now.
Kind Regards,
Dominika
Senior Pet Claims Handler
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