Very good communication at every stage of claim. Have only knocked off one star as payment hasn’t landed yet, but I’ve been told it’s on route… They have paid earlier payments so no need to think th... See more
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Review summary
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I wrote a previously bad review below based upon a disagreement regarding a condition. Since then they reviewed my case and made a payment. subsequently my pet died unfortunately. Following this they... See more
Company replied
Brilliant insurers, kept me up to date throughout the claim, so I knew exactly where I was via email. Any questions I had were answered very promptly and with a human touch, very much appreciated, too... See more
Company replied
Clearly communicated everything and treated us with respect, payments were made quickly. Sent a condolence letter when we lost our cat which while a small gesture did go a long way. Good experience al... See more
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Company details
- #26 of 32 best companies in Pet Insurance Company
Written by the company
Always-there-for-you pet insurance at affordable prices. Made by pet lovers for pet lovers.
Contact info
100 Bishopsgate, EC2N 4AG, London, United Kingdom
- info@onlypawspetinsurance.co.uk
- onlypawspetinsurance.co.uk
4.3
Excellent
404 reviews
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Replied to 100% of negative reviews
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AVOID, this insurance cover is not fit for purpose.
Having been a customer of Onlypaws for nearly two years, my dog recently required a lump removed that has been monitored by the vets for a couple of years. The agreement was that until the lump caused an issue it would not be removed.
Two weeks ago, the lump started bleeding and it was agreed that it now needed removing. Assuming peace of mind we proceeded with the removal.
Claim submitted.
Not only was the claim rejected because they claimed it was a pre existing condition (despite the advice being to leave alone until it was a problem). But they went through my pets complete history and discovered on a handful of occasions our pet (who we rescued just before they turned 1) is nervous at the Vets and we put a muzzle on them. So they placed a "public liability" exemption on them too.
Needless to say, the policy has been cancelled as i'm not exactly sure it was fit for purpose in the first place.
This company will aggressively and thoroughly go through your pets complete history with a fine tooth comb to find a way out of paying out claims.
Having previously been with PetPlan and Sainsbury's I have never experienced a level of service as bad as this.
Also, do not expect to find a telephone number to actually speak to someone on the phone!!
AVOID.
*update* If you require any further evidence of this companies customer service, look at the reply to this review. All the emphases is being placed on me not answering the questions truthfully or attempting to mislead or be dishonest. Very serious allegations from a business.
My dog had a skin tag that the vets had asked us to monitor and only take action when needed, for a number of years. This tag progressed to a lump so I’d argue this only became an issue when it turned from a tag to a lump.
Also, my dog is not aggressive, hence you didn’t cancel my policy (I did). He is petrified of the vets, shakes uncontrollably and cowers, our actions are precautionary.
Im not wasting my time communicating with a company such as yours. A better use of my time would be to write an email to a brick wall, they’d understand and communicate better and clearer than yourselves.
11 September 2025
Unprompted review
Reply from Only Paws Pet Insurance
Thank you for your feedback.
Just to clarify, pet insurance policies typically do not cover pre-existing conditions, which are defined as any signs, symptoms, or medical issues that were present before the start of the policy, even if they had not been formally diagnosed. If there is any indication in the clinical records of a lump being present prior to the policy starting, this would be classed as a pre-existing condition under the terms of the policy as it was the onset of the condition.
When applying for insurance, it’s essential that all questions are answered as accurately as possible. We try our best and flag these important questions pre-, during and post purchase. One of these questions asks whether your pet has shown any signs of aggression and goes further to explain it in detail. Unfortunately, we were not made aware of your pet's history in this regard at the time of application and would not have provided a quote if this was disclosed. All insurers rely on full and accurate disclosure to assess risk fairly and ensure appropriate cover is in place. This is a standard practice across the industry and is in place to protect all policyholders.
If you’d like to take this further, you’re very welcome to contact our complaints team at complaints@onlypawspetinsurance.co.uk. They’ll review everything thoroughly and investigate your concerns.
The Only Paws Insurance Team 🐾
Efficient and effective
It's not often you see a recommendation for an insurance company but I believe Only Paws deserves 5 stars. It was easy to set up the policy, the price was good, and they paid my claim without any quibble. That's all I ever wanted from my pet insurance.
4 September 2025
Reply from Only Paws Pet Insurance
Hi Mark,
Thank you so much for the glowing review! We know insurance isn't usually top of the recommendation list, so hearing that we've earned your trust (and five stars!) means the world to us. We're so glad setting up your policy was simple, the price felt right, and your claim was handled smoothly, that's exactly what we aim for.
The Only Paws Pet Insurance Team.
Promptly dealt with claim In difficult…
Promptly dealt with claim In difficult time after pet had to be out to sleep
4 September 2025
Reply from Only Paws Pet Insurance
Hi Jon,
Thank you for your kind words during what must have been an incredibly difficult time. We’re so sorry for your loss, saying goodbye to a beloved pet is never easy.
We’re glad we could handle your claim promptly and ease even a small part of the burden. If there’s anything else you need, please don’t hesitate to reach out.
Take care,
The Only Paws Pet Insurance Team 🐾
Reply from Only Paws Pet Insurance
Hi Angela!
Thank you for your kind review, welcome to Only Paws!
The Only Paws Pet Insurance Team 🐾
easy to set up and good cover
7 September 2025
Reply from Only Paws Pet Insurance
Hi Peter, thank you for your review, welcome aboard!😊
Reply from Only Paws Pet Insurance
Thank you for your review Liz and welcome to Only Paws! 🐾
Exceptional service. Quick and efficient.
We lost our dog suddenly and OnlyPaws were a pleasure to deal with during a very emotional time. They sent a lovely condolences email and paid the vet directly, fully and promptly. Also refunded my premium that had just been paid that month. Will most definitely use them again in the future.
Highly recommend.
5 September 2025
Reply from Only Paws Pet Insurance
Hi Vicky, thank you for your lovely feedback, we aim to make our processes simple and efficient so that you don't need to deal with too much at such a difficult time.
Reply from Only Paws Pet Insurance
Thank you for your feedback Jules and welcome to Only Paws! 🐾
Simple and quick service
3 September 2025
Reply from Only Paws Pet Insurance
Hi Kirstene, thank you for your review and welcome to Only Paws! 🐾
Reply from Only Paws Pet Insurance
Hi there,
Thanks so much for your kind words! We're really glad to hear you found the website quick and easy, that’s exactly what we’re aiming for.
If you ever have questions or need anything down the line, we’re just an email away at info@onlypawspetinsurance.co.uk.
The Only Paws Pet Insurance Team 🐾
Set up and options great!
Cover yet to start but please to find a company who only class pre-existing conditions up to 24 months and has a dental care add on. Option boosters are a brilliant way to customise cover and very reasonable priced.
31 August 2025
Reply from Only Paws Pet Insurance
Hi Kay,
Thanks for the lovely feedback! We’re so pleased to hear you appreciated the setup, flexible options, and our approach to pre-existing conditions. Our boosters are designed to keep things customisable and cost-friendly, so it’s great to hear that hit the mark.
The Only Paws Pet Insurance Team 🐾
Absolute swindlers/ changed to fairly treated
I wrote a previously bad review below based upon a disagreement regarding a condition. Since then they reviewed my case and made a payment. subsequently my pet died unfortunately. Following this they treated me with dignity and respect and made a further payment for treatment which was a very fair assessment. Just be careful that when you take out a policy —you should read the exclusions correctly so that you know what you are getting and can add extras if you think you need them. I am removing my previously bad review and would now consider using them again , now that I am fully aware of how the policy works.
29 August 2025
Unprompted review
Reply from Only Paws Pet Insurance
Hello Neil,
Thank you for taking the time to share your feedback. We’re very sorry to hear that you’re unhappy with the outcome of your claim. Our claims team carefully reviews all cases based on the information provided by both you and your vet.
After looking into your case, I can confirm that your pet’s medical history shows the condition began during your policy’s waiting period. As is standard across the insurance industry, conditions that arise within the initial 14-day waiting period are not covered.
If you believe this assessment is incorrect, please don’t hesitate to contact our claims team at claims@frankpetinsurance.co.uk. They’ll be more than happy to review your case and assist you with an appeal.
The Only Paws Pet Insurance Team 🐾
Simple to follow.
29 August 2025
Reply from Only Paws Pet Insurance
Hi Alan,
Thanks so much for the kind words! We're glad you found the quote journey simple to follow, that’s exactly what we’re aiming for.
The Only Paws Pet Insurance Team🐾
Possibly the most useless insurance…
Possibly the most useless insurance company I have ever used.
I put in a claim for a pet to be put to sleep out of hours. It was less than £400. Nothing complicated the cat was old and sick, I have spent weeks chasing paperwork for them. Providing details from previous vets. They don't chase anything, you have to contact them. You don't get any updates unless you chase them. I almost 3 months in and I still have no resolution.
Unless you enjoy doing everything yourself, go with someone else.
28 August 2025
Unprompted review
Reply from Only Paws Pet Insurance
Hi Nigel,
We’re so sorry to hear about your recent loss, our hearts go out to you.
We want to be transparent about the steps we’ve taken to move your claim forward. Unfortunately, we’ve been unable to complete the assessment because we haven’t received the necessary history from your vet, despite multiple follow-ups:
08/07/2025 at 9:58am – We called and were advised the history would be sent.
15/07/2025 at 9:22am – We called again and were told the same.
31/07/2025 at 11:45am – We emailed to chase but received no reply.
08/08/2025 at 9:31am – We attempted another call but couldn’t get through.
08/08/2025 at 12:41pm – We spoke with the practice and were advised their insurance team would be chased later that day.
We also contacted your other vet on 29/08/2025 at 9:19am, who advised they would send the history they hold, but we’ve not yet received this either.
While we do everything we can to retrieve records, in some cases we are reliant on vet practices sending us the required documents to proceed. As soon as we receive the full medical history, we’ll complete the claim review without delay.
We also understand you’ve raised a complaint. Our complaints team has this logged and will be in touch directly to follow up with you.
The Only Paws Pet Insurance Team 🐾
EASY TO USE WEBSITE AND REASONABLE…
EASY TO USE WEBSITE AND REASONABLE PRICES FOR PET INSURRANCE
28 August 2025
Reply from Only Paws Pet Insurance
Hi there,
Thanks so much for your kind words! We're really glad to hear you found the website easy to use and our prices reasonable, that’s exactly what we’re aiming for. Making pet insurance simple, affordable, and reliable is what we’re all about.
If you ever have questions or need anything down the line, we’re just an email away at info@onlypawspetinsurance.co.uk.
The Only Paws Pet Insurance Team 🐾
Reply from Only Paws Pet Insurance
Hi Stephen,
Thanks so much for taking the time to leave a review! We're really pleased to hear your claim was handled quickly and promptly, that's exactly the kind of experience we aim to deliver.
If there's ever anything else we can help with, just drop us a line at info@onlypawspetinsurance.co.uk.
Take care and give your pet a cuddle from us!
The Only Paws Pet Insurance Team 🐾
All straight forward to set up
26 August 2025
Reply from Only Paws Pet Insurance
Hi Guy,
Thanks so much for your feedback! We're thrilled to hear the quote journey was straightforward to set up, we work hard to make things as quick and simple as possible, so it’s great to know that came through.
If you ever have any questions or need support down the line, we’re just an email away at info@onlypawspetinsurance.co.uk.
Wishing you and your pet all the best!
The Only Paws Pet Insurance Team 🐾
Reply from Only Paws Pet Insurance
Thank you for your review Rupert, we’re glad we could support you with a fast, efficient, and courteous service when you needed it most.
My claim was accepted and paid out very…
My claim was accepted and paid out very quickly. The claims process online is easy to use. With my first claim I received a telephone call to clarify a couple of points and this was dealt with in a friendly professional way. Very happy to recommend this company.
21 August 2025
Reply from Only Paws Pet Insurance
Hi Elizabeth,
Thank you so much for the glowing feedback! We're really pleased to hear your claim was processed quickly and that our team was able to support you in such a friendly and professional way. Making things easy and stress-free, especially at claim time — is exactly what we’re here for. We truly appreciate the recommendation and are always here if you need us again.
The Only Paws Pet Insurance Team 🐾
Reply from Only Paws Pet Insurance
Hi Ceri,
Thank you so much for the lovely review! We're thrilled to hear that you found everything super easy and hassle-free, that's exactly what we aim for. If you ever need support or have questions down the line, we're just an email away at info@onlypawspetinsurance.co.uk. Give your pet a cuddle from us!
The Only Paws Pet Insurance Team 🐾
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