E&L Insurance Reviews 180

Please don't be led into false promises.
We took a multi cat policy out with this company, because we were concerned about the health of our amazing cat Hex.

We were lead to believe that she would be covered and we could claim on this insurance as we had concerns that she was poorly. We were completely upfront with them and said she had been poorly in February of this year and had not had a diagnosis, but she was poorly again. We were told an Exclusion was in place for the issues in February but everything else was fine.

We double checked yesterday to ensure everything was fine to proceed to take Hex to the vet to be told that she was showing illness within the first 14 days of the policy so would not be covered.

This I will admit is within the contract however I made perfectly clear before we even took the policy out that our needs were desperate and that Hex was already poorly.

This lead to the heart breaking decision to put our beautiful cat to sleep. She was only two and a half years old. This has lead to myself and my partner devistated as a family.

We've cancelled our policy and will be going elsewhere. I only wish I had read the reviews on this company so much sooner.

Please save yourself some heartache and get a good insurer who will provide you with the care that your animal deserves.

Rip Hex 11/16-10/04/2019

Gone but never forgotten. 💔

Tried to buy horse trailer insurance for a hired trailer. Got a quote on their website ~ £16/day. Decided to call them and arrange this direct as a serial number was required.
An arrogant woman on the phone told me then that they insure horse trailer 4 weeks minimum in complete contrast to their website which clearly offers DAILY insurance for people who HIRE trailers. It's a normal procedure. Told her that she needs to look at their website. Got an aggressive and stupid response... I hung up
Can't get intelligent staff, E and L?

I have had insurance with E and L for just over 3 years and have had to submit several claims. I find them helpful, effectively intelligent and a pleasure to deal with. I have not always been able to claim what I have tried to claim but they have always made some form of payment for treatment that Fergus required and some of this was costly and extensive. I am out of the UK with work for next 2 years but when I return I will be an E and L customer again, without embellishment they are simply a class act. Jamie Falconer.

Failed to inform me of an increase of £26-£40 in insurance by email or post before it was taken. This I know is not right as 10 days should be given prior to amount taken (direct debit). Also, no documents sent since 2017 so they have old amount on those anyway that is paid. Ignored emails. Taking it higher now. Watch your bank if you pay by direct debit folks!

Our pointer was run over and sustained a multiple fracture of her wrist. Cover appeared to be £3750 per year but weirdly only £1000 per incident! What use is that? How many pets are going to be injured 3.7 times a year??? So far we are up to £3900 and still have £600 to go excluding any physio she might need for recovery. I would have just about managed the additions beyond £3750 but this is killing the family bank account!
I know it’s our mistake not reading the small print and it’s not a mistake I’ll make again. Policies like this should be offered...they’re effectively useless with today’s vets fees.

Had pet insurance with these guys for years now. Had process a claim for a black lab, as always there is a lot of clauses as per a lot of insurance companies. As long as you tell them the facts about previous conditions and know what your signing, there aren't any issues. They were really helpful with the claim process.

Very Bad insurance. (pet insurance)
1st claim: vet fee about £700, policy coverage £500 (fixed excess £99) - took 4 months to get the money from them - needed to write them every week or two what is happening. The final claim amount was badly calculated so I wrote to them and they agreed they made mistake and sent me £500.
2nd claim: my dog had a spinal problem so needed a surgery (~ £5500). policy coverage again just £500 (£124 fixed excess + 35% percentage excess - I haven't received anything about this change, they wrote me that they sent it by post but not ended in my hands. Weird, that everything else, they sent by email just not a renewal :D) but they have paid me only £244. I have written them 2 or 3 times, that I don't understand the calculation and asked them to write line by line the formula, but I didn't get a satisfied response yet. They have also excluded all spinal problems for future and increased my policy to £32. Honestly, for this price, I have found much better insurance.

dealt with my claim very quickly.All e-mails answered . Whole process took two weeks.Can't fault them.

I have insured my pets with E&L in the past and I have always found their premiums reasonable and the staff pleasant to deal with. My lovely dalmatian dog died recently after several months of illness. He was insured with E&L and I was very impressed with how quickly my claims were settled and the consideration that was shown to me during what has been a very sad and difficult time. I would not hesitate to recommend them to other pet owners.

Disappointing.....after countless years insuring without claims they have refused my claim for colitis caused by Bute....not an accident apparently. Policies cancelled and will not use them again.

Have you ever heard of anything so daft, I pay £57 a month for my dogs insurance and they are excluding her from cancer of the bladder or urinary because she has cystitis 2 years ago and the vet was concerned it was cancer (which was never mentioned) it was just cystitis and shes not covered for ANY further lumps anywhere on her body because she has a wart on her leg set of AMATEURS Never use E & L to insure your animals

I no longer know who my touring caravan policy is with ? Have received documents and correspondence from E and L , Emporium and insurance4mycaravan ?
Despite me telling them to cancel the quotation for cover for 2018/2019 the different companies continue to send me policy documents!!
Whoever they are now it appears that they are completely dysfunctional organisation !!
Avoid at all costs !!!!!

My wife and I chose E&L's life time cover for our Cairn Terrier back in 2011 when he was around 3 months old. Up until recently we had never claimed, but unfortunately during the summer he developed a very rare and serious condition.

As a result, we accumulated some very expensive vets fees which were claimed for using 3 separate claim forms. I'm pleased to say that E&L processed the claims very efficiently and agreed settlement amounts within 2 weeks of receiving each form. The amounts were then paid directly into our vet's bank account and our own account a few days later.

During the claim period they sent us a few e-mails asking for additional information and we found the e-mails to be worded with a personal touch and sympathetic to our situation.

We would definitely recommend E&L and if we decide to get another pet then we would have no hesitation in taking out a policy with them. I would also recommend taking out the life time cover - the premiums were very competitive compared to E&L's competitors and it gives you peace of mind that there will be no quibbles about previous conditions.

We would like to take the opportunity to thank E&L for dealing with our claim efficiently and as a result, reducing the anxieties experienced during a very stressful period.

It seems that once E&L know you are not going to be renewing your policy with them they will make things as difficult as possible for you!

I had my renewal sent to me via email with a significant increase in my monthly premium. I called them to question why it had increased so much considering I hadn't claimed and they gave the same old rubbish of due to inflation bla bla bla...

I decided to find insurance elsewhere and requested for cancellation confirmation to be sent to me via email. I called E&L 4 times over a week as I still hadn't received the cancellation email. Each time I spoke to someone they assured me it had been sent, but then when I called the next time someone else said there was no attempt to send the email from my previous call! Eventually I received the cancellation email which clearly stated there was no outstanding monies to be collected.

4 days later I checked my bank account to find that E&L had taken the renewal price from my account! I called them to ask why and they said it was an error with their system.. more like they would hope I didn't notice so they could steal £120 from me! I was told I then have to wait 3-5 working days to be refunded for something that should never have been taken from my account anyway!

STAY AWAY FROM THIS COMPANY! THEY ARE ABSOLUTLEY USELESS AND DO NOT CARE ABOUT THEIR CUSTOMERS!!!!

I would give 0 stars if possible. Awful company who should not be trading.

I have been with e&l for over 8 yrs and have just put in a claim for a new condition that saw my dog in extreme pain only for them to turn round and say that they would not pay out as this was a similar condition to one that I had claimed for in 2014.What a complete farce.

Such a useless insurance company. Not only they don't reply to emails, but when you chase some advise on how to file a claim, they will disregard your case as "wear & tear" without knowing any supporting facts and will say you can't file a claim unless you dropped your camera. I find this totally unacceptable. I travel with my camera, which is moved from airplanes to cars and trains. I'm not supposed to know if my camera gets hit while loading/uploading my bags. Asking me "Did you drop it in water?" is utterly stupid and shows a plain unwillingess to investigate a customer's claim. I will cancel my policy with immediate effect and I urge any photographer to avoid this company.

Appallingly Bad Service - Avoid at all costs, in the long run this company's unbelievably poor customer service & inability to meet its customer service claims will cost you money and cause distress just when you need help. You have been warned

Absolutely shocking service, the loopholes in the policies are absurd and will be bent to ensure they don't pay out.

My bicycle was damaged, I have footage of the culprits doing it, yet there was some loophole and they won't compensate me.

Swiftly terminated my insurance with them - I regret ever spending a penny on this service.

Sooooo I’ve been an E&L customer for 11years (equine) paid every lunar month. I’ve had two claims in those years totalling under £2000 pounds. Today I received my renewal. Horse is 17 now so on veteran policy. Fine. They want me to pay £59.88 per lunar month!!!! That’s nearly £800 a year!!!! All other insurers wanted over £400 less for more cover. I called E&L and, no joke!, I was told that the longer you’re with us the more we charge you!!!!!!! He actually said that! I was just dumbfounded. Madness. He offered me £2.85 off after me explaining the excessive cost. I calculated better cover on their web site that worked out at £15.25 per lunar month. But because I was a loyal customer they wanted me to pay nearly £60.00!!! Everyone I talk to is flabbergasted. It’s terrible business practice. I even asked if it could be referred to a supervisor as it was so insane. Was told no. So beware if you stay with E&L you will be ripped off big time. Goodbye E&L
Also please be aware E&L have not claimed Trustpilot as a review site (too many truthful honest reviews!). It seems they only want good press. What an awful company.