Petguard Reviews 291

Was well explained & patient excellent customer service

Friendly knowledgable staff. No interest on paying by Direct Debit. Good value for money

Do not use this company if you want to see your claim settled any time soon! I have three dogs insured with them but will move them to another company now. I have only tried to make once claim and so far they have stalled and its taken 4 months just to get a response from them. You can sit on their telephone suing system for ever. Don't waste your money. I am now in the process of making an official complaint.

Unfortunately had to claim for an injury to sonic ,the claim was dealt with very efficiently, and we have recommended petguard to friends.

It has been nearly 4 months since I submitted my latest claim. Apart from the usual "we are busy" type of emails the claim has not been settled.

They are quick to prompt for renewal and take the subscription but painfully slow in paying out.

I would advise to avoid using this company and use Manypets. I use these for my other dog and claims settlement is very good.

The policy renewed automatically while I was away; the increase in premium, although there were no claims in previous years was over £200. The policy now costs annually far more than we originally paid for our dog.

AVOID!!!!!!

The worst company I have ever dealt with. I've had a claim in process for over 14 weeks now (not including the 3 weeks it took them to send over the claims form). It usually takes about 8 phone calls and 2 hours on hold until you can actually talk to someone who can't tell you anything about the claim.
I've had 2 emails - 2 weeks apart - saying that there is a discrepancy between the breed they had on file and at the vets. I sorted it after the first email (after 2 hours on hold) but it was never stored at their end.
I paid the vets fees at the time of my dogs accident as it was an emergency vet, so i've now been out of pocket of over £2000 for this time while the claim is being 'processed'.

How this company has not ended up in High Court is beyond me.

Absolutely awful. Submitted claim over 3 months ago. Have repeatedly tried to call and email, no response. Submitted a formal complaint, no response. Today I get an email asking for additional information - why they need the vaccine certificate to assess the eye operation claim I truly don't know. Just a ploy to delay getting on with it and paying out. Dreadful.

Awful ,15 emails later still not resolved my claim ,from 5 th May .Now over 5 months !
Now following a complaints procedure .
It was a first and small claim ,now have absolutely no faith in them dealing with a bigger claim ,or if I had reason to claim for anything major.
Avoid .

****WEEK 24 AND THEY DECIDE TO NOT PAY OUT ON THE CLAIM……AVOID AVOID****

***GOING IN TO WEEK 22 NOW & STILL NO UPDATE. WHEN I CALL I GET THE SAME EXCUSE TIME AFTER TIME. ID AVOID USING THIS COMPANY. MY DAUGHTER HAD HER CLAIM DEALT WITH AND PAID OUT WITHIN A WEEK THROUGH A DIFFERENT INSURANCE COMPANY***

Put a claim in 20th april 2022. 18 weeks later and still waiting for an outcome. No response to emails. Rang up and spoke to some one who said it’s on the urgent list. Rang back for an update a week later to say it’s still
On the urgent list. They have staff on annual leave this is why it’s taking so long! What a load of rubbish. They haven’t had staff off for 18 weeks! They have been quick enough to send my renewal out to me tho! It’s disgusting.

Increase in price even though haven’t claimed

Excellent service easy to renew our insurance very straight forward

Simple, great service and a sensible premium for a working dog used in the shooting world.

Excellent company. Good price for my greyhound would use petguard again.

Prices are really competitive, easy to arrange and good level of service offered.

Absolutely atrocious! Claimed in October 2021, and had many automated texts saying they were assessing my claim. Today, in July 2022 I hear from my vet that the claim had been closed as they have insufficient medical history. I have given them my vet records and details of previous vet, so history from birth until now.
No communication to myself, I had to hear from a third party that the claim was closed giving me 7 days to pay an extortionate bill despite being insured for just this reason.
Why does it take 9 months to assess a claim???
If there was an option, I would give them no stars

Quick and easy to set up and very reasonable rates for a good cover.

Absolutely atrocious. Claim was submitted by my vet on 14 April. Vet (finally) had a response on the 23rd May to state that they had not sent the claim form and had only sent the history. This was completely incorrect as these were sent together. The claim form, invoice and medical history were then resent the same day in every effort to avoid any further confusion. Several attempts have been made to contact PetGuard for updates from both myself and my vet since. Emails are left unanswered and it impossible to get through by phone. We were told on the 4th of July that we would receive a call back which has not happened. There has not even been an acknowledgement of receipt of my claim!! I honestly do not know what more to do, and will be looking to report this company to the financial ombudsman.

Great with my dogs claim for a luxtating patella last year. I only cancelled the policy this year as the premium had gone up quite a lot. Shame really cause they were a good insurance for 2 years.