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
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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
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Replied to 100% of negative reviews
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They really don’t care!
Absolutely appalling. Weeks and weeks have passed by with multiple vets invoices unpaid by them. Our cat sadly died from his illness and we’ve had him cremated and the ashes have been returned in the time it has taken them to do absolutely nothing. Appalling communication, terrible response times and just a complete lack of care. Very distressing to chase down something that was so painful to endure as a family but hey - they really don’t seem to give a hoot. Maybe this will spark a reaction.
16 August 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are very sorry to hear about the loss of your cat and would like to offer our sincere condolences to you at what must have been a difficult time.
Without sight of your policy details, it is difficult for us to comment on the specifics of your claim. We are more than happy to investigate the matter, so please email feedback@emporium.co.uk with your policy information and a detailed explanation of what has happened. We can then review the claim and investigate the reasons for the delays you have experienced.
Kind regards,
Simon,
The Insurance Emporium
Did not respond to multiple emails for…
Did not respond to multiple emails for support or information.
13 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We are sorry to hear that you feel we did not respond to your emails.
We have reviewed the claims assessment and can see that the claim was submitted and acknowledged, your email address was updated as it had changed, and the claim was paid within seven working days. We have not, however, received any emails requesting assistance or information, other than the documents provided to us as part of the claim submission.
Please contact our Claims Department on 03300 244 006, who will be more than happy to investigate as to why these emails were not received.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We’re pleased to hear you found our service prompt, professional and efficient.
Kind regards,
Simon,
The Insurance Emporium
Very straightforward claim system and…
Very straightforward claim system and helpful staff
11 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Joe,
The Insurance Emporium
Excellent service
Excellent service, the claim was sorted out quickly. Very happy customer.
13 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Joe,
The Insurance Emporium
Helpline staff were friendly and…
Helpline staff were friendly and helpful. I wasn't sure about making a claim via online portal but it was really easy. Did direct claim with my vets so they sorted it between them and I got a summary when it was settled.
14 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that you found our team helpful and that you found the claims process straightforward.
Kind regards,
Joe
The Insurance Emporium
Our dogs nail
We had to make a claim for our dog as he ripped his nail out of his paw, the Insurance Emporium were brilliant with paying out, our Vets contacted them and handled all the paperwork and then received our refund around 1 -2 weeks later
Very happy with the Insurance Emporium
11 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that you were happy with the service you received and that your claim was handled efficiently.
Kind regards,
Joe
The Insurance Emporium
Not Good…
I had to submit medical history from 2010 even though this was for a 1 off incident not a condition. I claimed £722 and only received £293 after various deductions
11 August 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments regarding the outcome of your claim.
In relation to the medical history requested, this was required because the claim related to treatment for an illness rather than an accident. We require the relevant clinical history to assess whether the illness is covered under the terms of the policy.
The deductions to the settlement were in line with the policy terms. The vet charged £302.50 for an out of hours consultation; however, the policy includes a limitation of £115.00 for this fee. The £35.00 administration fee charged by your vet for submitting the claim is also not covered under the policy, and the applicable policy excess was then deducted.
We appreciate that these deductions reduced the amount payable and understand your disappointment with the settlement.
Kind regards,
Joe
The Insurance Emporium
Avoid this company like the plague!!
Avoid this company like the plague!!! First claim ever made with them for £475 and they paid £50 of it!!! My dog had a seizure for the first time in the night through eating something poisonous and now they say I cannot claim for any seizures that he may have in the future! I thought I was doing the right thing by declaring this and claiming on it so they know that this happened but now I cannot claim if he were to become ill and this happened again! What is the point in having insurance in the first place!!!
12 August 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments and appreciate your frustration with the outcome of your first claim.
To clarify, the amount paid was reduced because of the £115.00 limit for out of hours consultation fees and the applicable £145.00 policy excess. Having reviewed the claim again, we have identified that we incorrectly considered £105.00 for the out of hours consultation fee rather than the applicable £115.00 limit. We have therefore passed this back to our Claims Department for reassessment and any additional payment due will be arranged accordingly. We are sorry for the error and any concern this may have caused.
With regard to the exclusion endorsed, you selected a Time Limited cover for your pet. This provides cover for a given condition for up to 365 days from the onset of clinical signs only. At renewal, we consider the ongoing clinical history and may apply an exclusion for a condition that has arisen during the policy period.
This exclusion does not prevent you from claiming for further fees relating to the condition already accepted up to the 365 days or the cover level subject to the policy terms and conditions.
We are sorry that the outcome was not what you expected and appreciate you taking the time to share your concerns.
Kind regards,
Joe
The Insurance Emporium
Edit. Claims have reviewed the claim. The out of hours fee was £300 and we considered £45 because the vet advised us the condition was life endangering. We have decided to consider the £115 higher amount because the clinical signs do point to the fact the pet needed urgent care. The further settlement will be £70.00.
Claim submission easy online
Claim submission easy online. Needed chivvy to query delay in payment but no issues. Never had any problems with dealing with company now or in the past.
13 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Joe,
The Insurance Emporium
Just to warn people taking insurance
Just to warn people taking out pet insurance with Eporium they will do their best to avoid paying, we have a 10 year old cocker spaniel and when he was three he vomited twice in one day after eating something he should not have, and now after spending one night in the vets for a stomach problem they are saying that he has an ongoing stomach issue and will not pay the bill.. ludicrous and shameful. None of the pet insurances are cheap
23 March 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments and appreciate your frustration regarding the outcome of your claim.
It is important to note that where a condition has been suffered or shown clinical signs before the policy starts, it is considered a pre-existing condition and would not be covered under the policy.
Following your call yesterday we have reviewed the circumstances of your claim again, we have reconsidered the decision. Given the length of time since your dog last experienced the previous gastrointestinal issue and the absence of further history relating to this, we have overturned the original outcome. Settlement is due to be made tomorrow.
We are sorry for the concern caused by the original decision and appreciate you taking the time to share your experience.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Simon,
The Insurance Emporium
So straight forward,put my claim in,it…
So straight forward,put my claim in,it was assessed and paid.really pleased such a stress free process, would definitely recommend.
3 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Simon,
The Insurance Emporium
Asked the vets to deal
Asked the vets to deal, gave the details,two emails from insurance emporium, one to say claim received, two to say claim settled, very happy with service.
11 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Simon,
The Insurance Emporium
Paying the claim
The payment to the company that did my repairs were not paid until threatened with legal action. This left me in a very difficut position not a good advertsment for the Insurance Emporium
11 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review. We’re sorry for the delay in payment to your repairer. Unfortunately, this resulted in a six-working-day delay. When emails are received regarding an invoice during the payment authorisation process, we need to review these to ensure the payment is accurate and that no further action is required. We apologise that this took longer than expected and for the difficulties this caused.
Kind regards,
Simon
The Insurance Emporium
Pet insurance
Was very happy with the results I would give them 10 out of 10 top marks and hassle free phone calls
11 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of service.
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Great and easy service
Great and easy service. Kept us up to date with the payment which arrived in bank account quickly
10 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Straightforward
7 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
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