The Insurance Emporium Reviews 

No comeback on emails I’ve sent them

The claim was submitted by my vet after I had paid them directly for consultations and medication and I received a polite telephone call from The Insurance Emporium to confirm the details and advise the amount I would receive as a refund, all very good. However after numerous deductions attached to the policy the £300 plus claim for charges paid out by me reduced to approximately £140 and I realised the cost of the policy didn’t make financial sense and I decided not to renew the policy.

I’m very disappointed with my experience with The Insurance Emporium. I made a claim after my dog Jessie ate a foreign object and required veterinary treatment at Vets4Pets Basildon. The total bill came to £467.74, but the insurer only paid £268.74.

They deducted £20 for hospitalisation fees above their limit of £40, £84 for out-of-hours fees above their limit of £115 and a further £95 fixed excess, leaving £199 of the bill unpaid.

I understand that insurance policies have terms and limits, but it is frustrating to be left with such a significant shortfall when you have paid for insurance to help protect you against unexpected veterinary costs. Emergency veterinary treatment is stressful enough without then having to worry about a substantial amount of the bill not being covered.

Jessie has been insured with The Insurance Emporium for three years, and I am unhappy with the level of cover this claim has provided in practice. I feel the limits and deductions have left me significantly out of pocket at a time when I needed support.

I would encourage anyone considering this insurer to read the policy wording carefully, particularly the limits on hospitalisation and out-of-hours fees, and make sure they understand exactly what they could still be expected to pay when making a claim.

Overall, this has been a disappointing experience, and I expected better from my pet insurance provider.

For my dogs insurance claim, the Insurance Emporium were efficient and helped me to have the right paperwork in place. The claim was settled at a very acceptable speed, and I can recommend them to other pet owners.

I had to submit numerous claims due to a medical issue my pet contracted.
The insurance company were excellent dealing with and resolving claims promptly and without any issues.

Tina was very helpful and easy to deal with. She sorted out my renewal with minimum fuss and was able to answer all my questions. Thank you.

Although the insurance was a very slow process, 2 months, some of it was due to the vets response time too. However, once the claim was verified the money was paid quickly.

A claim I made was paid out promptly and without issue. I would have given 5 stars but you need to check your policy on renewal. I had 2 dogs that I thought was on the same level of insurance. However one had a higher excess and lower percentage of cover. My fault I should have checked both policies more carefully.

Very good pet insurance. Straight forward and easy to
Claim.

Easy to talk too. Keeping me updated on my claim.

Really good took a while to come through but good service and a kind gentleman on the phone told me I could claim for my pets life time medication

Very easy to male a claim

Claims procedure was straight forward easy to access only issue i had was that got my dogs name wrong at first but after a phone callstaff were really helpful it was rectified and payment was awarded.

When putting in a claim for the cost of treatment on my dog I had to pay everything up front and was initially informed it wouldn’t take long to be reimbursed. Then whilst waiting for reimbursement everything seemed to drag on due to the communication between The insurance Emporium and the vets. They don’t speak to each other directly which I believe they should, everything gets dragged out and I seemed to be treated like I was cheating them as every small detail sent from the vets to back up and explain why treatment was necessary was questioned and In the end it took around 3 1/2 months to get a proportion of what my claim was for. Overall it was a very dissatisfying / stressful situation where everything took significantly longer than it should have done if they had worked proactively and the insurance emporium hadn’t questioned every single little thing the vets sent them.

Always been an excellent company to deal with, never wait long for someone to pick up the phone. Dealt with our claim swiftly and effortlessly. Dealing direct with the repairer. We have our caravan and horse trailer insured with them.

Very easy to deal with and quick at dealing with claims

Took a very long time to pay the money out and when they did, they didn’t even cover hardly any of it

I am deeply appalled by the service from Pet Insurance / The Equine and Livestock Insurance Company. Following the loss of my cat in August 2026, my initial claim was submitted on August 27th. I then received a settlement letter dated September 14th confirming that £237.70 was issued via BACS transfer and would arrive within 3–5 working days. 
It is now October 8th — 6 weeks since the claim was submitted and nearly a month since the settlement letter — and I have still NOT received a single penny! 
I have emailed them multiple times with my full bank details (Sort Code and Account Number) to chase this up, but my messages are completely ignored. Zero communication, zero responses, and total lack of respect for customers during a distressing time. 
Holding onto customer funds after issuing a formal settlement letter and ignoring emails for weeks is disgraceful practice. Avoid this company at all costs!

made 1 claim for out of normal vet practice. Emporium turned a £461 claim into £65 I will probably cancel policy and set aside money each month. Pet Insurance is going to be the next government system to be investigated. I hope i get the chance to submit your settlement for proof of a system that is broken.