Claim submitted by my vet on 8th August, no correspondence from company , after several calls by myself, was told today 8th September the money should be in my account shortly . As this was my first c... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The process of submitting a claim on line wasn't exactly clear but managed to navigate it with a bit of persistence! Claim was dealt with quite quickly once my vet had sent the correct medical record... See more
Company replied
I used the online portal to make my claim, unfortunately I experienced a couple of issues:- 1. Not that clear how to start the claim I called and was given advice that I should fill out the onlin... See more
Company replied
The Insurance Emporium handled the claim very quickly. It was our first claim to them in 9 years so I was very disappointed to receive an email informing us that they would not be insuring the problem... See more
Company replied
Company details
Information provided by various external sources
We aim to make specialist insurance as natural a part of ownership as anything else. It's not a burden - it's a bonus that lets enthusiasts, hobbyists and professionals enjoy what's important in their lives without financial worry should the unexpected happen.
Contact info
Thorpe Underwood Hall , YO26 9SZ, York, United Kingdom
- 03300244005
- feedback@emporium.co.uk
- www.theinsuranceemporium.co.uk
4.2
Great
11K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I have been unlucky enough to have to…
I have been u lucky enough to have to claim a few times with various horses over the years. Insurance emporium have paid out quickly on receipt of information every time.
Highly recommend.
8 September 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review. We’re pleased to hear that your claims have been settled quickly each time and that you have been happy with the service you received. We really appreciate your recommendation.
Kind regards,
Simon
The Insurance Emporium
Penalised for claiming on last day of…
Penalised for claiming on last day of two week exclusion period by referencing an off the cuff remark by our vet about our dogs thirst which they tied back to his diagnosis. Seemed like they were looking for any excuse to refuse the claim showing no ounce of sympathy for his underlying condition.
10 December 2025
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments. Unfortunately it is the case that we do require confirmation of the first clinical signs of a condition- this is why we ask the vet to provide the relevant clinical history.
We rely on the advice of your treating vet when a condition first presented so that we can assess the claim under the correct term of cover. This is important as you had recently changed your policy terms so we had advised you of an exclusion that would be placed on the policy from the next renewal date.
Ultimately we could only consider the condition up to 365 days as you held a time limited policy when the condition first showed clinical signs.
Kind regards,
Kirsty
The Insurance Emporium
The claim process was simple and I…
The claim process was simple and I received a full pay out minus the excess (which I expected)
Whenever I needed to talk to someone, every member of staff were really friendly and helpful. Highly recommend.
8 September 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review. We’re pleased to hear that you found the claim process simple, that your claim was settled as expected, and that our team were friendly and helpful whenever you needed to speak with us. We really appreciate your recommendation.
Kind regards,
Simon
The Insurance Emporium
Claim for treatment and X Rays for my dog
I recently had to make a claim as my little dog went lame and had to have XRays.
The veterinary surgery put a claim through for me. The Insurance Emorium did eventually pay up but it took a long time, ( about six weeks) and numerous telephone calls before the money was paid into my bank.
8 September 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments. To clarify, we do ask for 3 years clinical history for review with each claim, especially for a pet we do not have nay previous claims for.
Unfortunately, it took some time for this to be received, despite several requests. Once received, we asked you to provide BACS details so that we could pay your settlement directly into your bank account.
We are sorry your claim took longer than you were expecting on this occasion.
Kind regards,
Kirsty
The Insurance Emporium
Have not had to make a claim yet
Have not had to make a claim yet! The price was good to begin with its now gone up an extra £120 for the year , so changed it to another insurer & saved myself about £360 .. Happy days, Loyalty to a brand gets you charged more every renewal
8 September 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. Unfortunately we are unable to provide a substantive response as you have not provided your policy number.
If you would like to discuss your renewal further please contact at hello@emporium.co.uk.
Kind regards,
Kirsty
The Insurance Emporium
Fantastic getting straight through to a…
Fantastic getting straight through to a UK call centre. Tina was so very helpful and empathetic when I got upset about my circumstances. I wish every interaction with every firm could be like this
24 April 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
Thank you for leaving a review, we are pleased we could assist you in sad circumstances.
Kind regards,
Kirsty
The Insurance Emporium
I find it quite confusing how the claim…
I find it quite confusing how the claim works and the amount we pay and insurance pays
3 September 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. If you would like to call us to discuss how your policy works, and how your policy excess is applied in the event of a claim, our Customer Contact department can be reached on 03300 244 007.
We have a few options on how to submit your claim, we have an online portal available for policyholders who have registered to our website, or you can request or download a claim form and provide this to your treating vets who will complete their section and submit the claim on your behalf.
Kind regards,
Kirsty
The Insurance Emporium
Very efficient
The Insurance company settled my claim really quickly.
I was kept informed, and the payment was made when they said it would be
1 September 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that your claim was settled quickly, that you were kept informed throughout the process, and that the payment was made when promised.
Kind regards,
Simon
The Insurance Emporium
£4,000 vet cover, but only £126 paid on a almost £500 emergency bill.
I’m very disappointed with The Insurance Emporium. I have a Lifetime Titanium policy and expected much better protection when my cat needed emergency treatment.
The biggest surprise was how limited the out-of-hours cover is compared with the headline veterinary cover. I accept that policies have excesses and exclusions, but I feel such an important restriction should be made much clearer.
I’ve asked them to review the claim and will update my review depending on their response.
REPLY: I understand how the settlement has been calculated, and I am not disputing that the limits and exclusions are contained within the policy wording.
My concern is that the out-of-hours limit is a significant restriction on emergency treatment, yet it was not presented with the same prominence as the main veterinary cover and excess. I did not appreciate how much this limit could reduce the amount paid in a genuine emergency.
That is the point I was hoping you could review, rather than simply confirm the calculation again.
7 September 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments.
Claims are assessed in line with the terms and conditions of the policy. From the £448.45 veterinary bill, £35.00 was deducted for an administration fee, which is not covered under the policy, £137.00 was deducted as the out of hours charges exceeded the applicable limit, and the agreed £150.00 policy excess was also deducted. This resulted in a settlement of £126.45.
Your policy provides a contribution of up to £115.00 towards eligible out of hours consultation fees where the treatment is confirmed as life-endangering. Any eligible amount above this limit would not be covered.
We appreciate that these deductions may not have been expected, however the applicable policy limits, exclusions and excess are detailed within the policy documentation provided and form part of the cover agreed when the policy was purchased.
We are sorry that the amount you received was not what you had hoped for.
Kind regards,
Simon
The Insurance Emporium
Excellent interaction
Excellent interaction. Never had to claim for pet insurance before and expected all the horror stories one hears of. In actual fact, there was no question, just send receipts and answer the online questions and paid out. I did have to call them to clarify what I needed to do and the connection was fast, assistant was understanding and all resolved. Thoroughly recommend!
7 September 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that you found your first claims experience straightforward and that our team were able to assist and resolve your query quickly. It’s great to hear you were happy with the service and would recommend us.
Kind regards,
Simon
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear you found the claims process speedy and hassle-free, and that you were happy with the service provided by our team. We appreciate your kind feedback.
Kind regards,
Simon
The Insurance Emporium
Good and helpful service
I took out 2 policies for my dogs and unfortunately both of them became ill with the same thing at the same time. The claims process was simple, they helped when the Vets didn’t respond to them and were polite and helpful when I called. Both of the claims were paid out in 2-3 weeks.
14 August 2026
Unprompted review
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear you found the claims process straightforward and that our team were able to assist when you experienced delays with your vets. It’s also great to hear that both claims were settled within a reasonable timeframe.
Kind regards,
Simon
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that your first claim was settled in good time and that you were happy with the service you received.
Kind regards,
Simon
The Insurance Emporium
Awful experience
They won't accept the vet's recommendation. We have complained and are still waiting for a response, several weeks on. However, within 2 days of writing this review, they manage to respond to the review, below. Meanwhile we are still waiting for them to respond to us - and so is the vet. This is terrible behaviour. Cowboys!
13 August 2026
Unprompted review
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments.
To clarify, the claim was not declined on the basis that the condition had already been confirmed as excluded. The claim was placed on hold while further investigations were undertaken, as the clinical history and examination identified lameness affecting multiple limbs, including pain and reduced range of movement in both hips, as well as concerns relating to the stifles and possible neurological involvement.
Your policy excludes arthritis, joint disease and related conditions, as well as the hips, from cover. In light of the investigative treatment being undertaken for the lameness, we therefore reserved our position on the claim until a diagnosis could be established and the nature of the condition confirmed.
We appreciate your frustration while awaiting the outcome, particularly while your dog requires physiotherapy. However, the claim position was taken in accordance with the policy terms and the available veterinary evidence, and was not a refusal to consider the claim simply because it was considered a new condition.
Kind regards,
Simon
The Insurance Emporium
Quick payout
Sent off vets expenses and within a month got a reasonable payout from The Insurance Emporium
20 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that you found the claims process straightforward and were happy with the payout you received. We appreciate your kind feedback.
Kind regards,
Simon
The Insurance Emporium
Whilst the claim was submitted and…
Whilst the claim was submitted and acknowledged quickly it took 3 weeks for the claim to be reviewed and a decision to be made.
The website states that the preferred communication method is via email but the company doesn't respond to the emails you send.
Some improvements could definitely be made.
3 September 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your comments.
We’re pleased to hear that your claim was submitted and acknowledged quickly. We appreciate your feedback regarding the time taken to review the claim and the communication received throughout the process. On this occasion, your claim was reviewed and settled within 12 working days, we are sorry this took longer than expected.
With regards to your emails, we can confirm that these were received and responded to; however, they were received after the claim had already been settled and a settlement email had been provided.
Kind regards,
Simon
The Insurance Emporium
Simple claims application and operation…
Simple claims application and operation all paid fir every except e chess and the specialist consultants consultation fee extra over the amount covered
4 September 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We’re pleased to hear you found the claims process straightforward and were happy with the outcome. We appreciate your kind feedback.
Kind regards,
Joe
The Insurance Emporium
Efficient and helpful claims process
I made my first claim with Emporium, our vet wanted to take some x-rays as our 2yro dog was intermittently holding his rear leg. I phoned emporium to confirm treatment was covered. I spoke to someone who was helpful and friendly. He explained how the claiming process worked and what I was covered for. He emailed the forms immediately. You pay the vet for treatment and are then reimbursed by emporium. Our claim form was completed and sent by our vet and the claim was acknowledged same day and the covered amount agreed 3 days later, BACs payment was a few days after this. This was a positive experience and it's reassuring to know that the claims process is straightforward and reimbursement was prompt. Glad we chose Emporium.
12 June 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for your kind review. We’re pleased to hear you had a positive experience with us and found our service reassuring when you needed to make a claim.
Kind regards,
Joe
The Insurance Emporium
About time
After giving a very negative review just yesterday got a cheque in the post today (why they can't transfer funds in the same manner as given I don't know)
It's 2026 only my dad and aunties give me queues.
4 September 2026
Reply from The Insurance Emporium
Good afternoon,
We are sorry to hear of your experience and apologise for the delay in dealing with your claim.
We can confirm that settlement was issued by cheque yesterday, 3rd September 2026.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.