Frank make submitting a claim simple. When you're worried and scared about the health of your beloved family dog, they handle your claim efficiently, liaising directly with the vet and paying our clai... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m just about to start my second year with Frank pet insurance. I haven’t needed to call on their services but was happy with my original cover and price . I’ve recently revisited my second year wh... See more
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Very simple process when we unfortunately had to make a claim for our old dog who was attacked by another dog off its lead, they thereafter claimed the money back for the surgery from the other dogs o... See more
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Wow very quick and the email response was very quick almost instant, the gentleman I spoke to on the phone was helpful , informative and patient he understood how worried we were. The claim was s... See more
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Company details
- #15 of 31 best companies in Pet Insurance Company
Written by the company
Honest, simple, game-changing pet insurance. We're also majorly pet obsessed, which means we always put your furry friends first.
Contact info
100 Bishopsgate, EC2N 4AG, London, United Kingdom
- info@frankpetinsurance.co.uk
- www.frankpetinsurance.co.uk
4.5
Excellent
1k 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
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Wouldnt Pay full claim
Wouldnt pay out a large portion of vets bills when my cat had a seizure because she required sedation. Frank said the sedation was due to my cats demenour and not the treatement. Very poor.
9 April 2026
Reply from Frank Pet Insurance
Hi Andrew,
Thank you for your review, your feedback is very important to us.
Your claim is assessed using the information provided by yourself and your vet.
If you feel the decision is incorrect, please contact our Claims Department via claims@frankpetinsurance.co.uk, they will be happy to help you with the appeals process.
This will give your vets the opportunity to provide further information that may not have been submitted in the first place.
The Frank Pet Insurance Team.
Very quick at messaging and informing…
Very quick at messaging and informing us of our case
9 April 2026
Reply from Frank Pet Insurance
Hi Lee, thank you for your review. We do have a very efficient claims process and are keen to keep you informed along that process.
Marvin
My cat Marvin developed a UTI, and had to visit the vets a total of 3 times. I'd taken out insurance with Frank, and once I made my claims it was sorted promptly and the money paid into my account. They also communicated quickly and replied to my emails, it's unusual these days to get such good quality customer service.
24 March 2026
Reply from Frank Pet Insurance
Hi Emma,
Thanks so much for your review. We’re sorry to hear Marvin was unwell and we hope he's feeling better.
We’re really pleased to hear your claim was sorted promptly and that the payment reached your account quickly. It’s also great to know our team kept you updated and replied to your emails promptly, we work hard to keep things clear, quick and genuinely helpful when it matters most.
The Frank Pet Insurance Team.
Paid my claim as soon as the vet…
Paid my claim as soon as the vet completed the paperwork. Money was in the bank within the timeframe given.
31 March 2026
Reply from Frank Pet Insurance
Hi Helen,
Thanks so much for your review. We’re delighted to hear your claim was paid as soon as your vet completed the claims form. Our claims team work hard to deliver a fast turnaround, so it’s great to know that came through in your experience.
The Frank Pet Insurance Team.
No reminders issues with the vets you…
No reminders issues with the vets you can use, it wasn’t value for money as far as I’m concerned.
16 March 2026
Reply from Frank Pet Insurance
Hi Grace,
Thanks for your feedback.
To clarify, we work with any RCVS registered vet, and if anything about the policy wasn’t quite right for your needs, our cover is bespoke so you can amend it to suit you better. Please feel free to contact us at info@frankpetinsurance.co.uk and we will be happy to help.
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi there,
Thanks so much for your review. We’re really pleased to hear you found our staff helpful and our service great. We work hard to keep things clear, friendly and straightforward, so it means a lot to know that came through in your experience.
The Frank Pet Insurance Team.
The company is doing very well and is helpful on the phone.
The company is doing very well in dealing with my claim, on the phone. I did struggle to use the login though.
25 March 2026
Reply from Frank Pet Insurance
Hi Stephen, thank you for your feedback. I'm sorry to hear you had trouble logging in. Always contact us and we'll give you a call to help. As you know, we respond very quickly and are always happy to help!
Such a helpful company.
Such a helpful company.
Always thoughtful and polite.
Explains claims well and clearly-even if it’s not the answer we hoped for!
Payment of claims is very quick.
Would recommend.
27 March 2026
Reply from Frank Pet Insurance
Hi Angie,
Thanks so much for your kind words. We’re really pleased to hear you’ve found our team helpful, thoughtful and polite, and that we’ve been able to explain claims clearly. It’s also great to know claim payments have been made quickly.
We really appreciate your recommendation and your support.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi Steve,
Thanks so much for your review. We’re really pleased to hear you found the claims process swift and that payment was made quickly. When you need to make a claim, keeping things simple and moving fast really matters, so it’s great to know we delivered.
We really appreciate you taking the time to share your experience.
The Frank Pet Insurance Team.
Very easy to deal with and sorting out…
Very easy to deal with and sorting out claims is very painless. Won’t change insurers as Frank are really good!
26 March 2026
Reply from Frank Pet Insurance
Hi there,
Thank you so much for your lovely review. We’re really pleased to hear you’ve found us easy to deal with and that sorting your claims has been painless too, that’s exactly the kind of experience we want every pet owner to have.
It means a lot to know you’d choose to stay with Frank, and we really appreciate your support.
The Frank Pet Insurance Team.
Denied a claim for invalid reason.
Denied a claim with the reasoning that it was a pre-existing condition even though my dog has never before been to the vets for this condition. Plus I was completely honest about when symptoms first started - which was well within my policy start date.
24 March 2026
Reply from Frank Pet Insurance
Hi Elaine,
Thanks for taking the time to leave a review. Pre-existing conditions are not covered under our policies, and this is standard across the pet insurance industry. We do assess claims against the information available, including the pet’s medical history and the policy terms in place at the time of the claim.
If you feel that the decision was incorrect there is an appeal process. This gives your vets the opportunity to submit further information that may have been missed first time around. Please contact us at claims@frankpetinsurance.co.uk and a member of our team will be happy to help.
The Frank Pet Insurance Team.
Fast efficient service
Although we needed to pay the vet up front Frank made sure the money was back in my account super fast. The forms were easy to complete, couldn't fault them or the process
4 March 2026
Reply from Frank Pet Insurance
Hi Christine,
Thank you for taking the time to share your feedback. We’re really pleased to hear that the claim was handled quickly and the money was back in your account fast. It’s also great to know you found the forms easy to complete and the process straightforward. We really appreciate your kind words and your support.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi Helen,
Thanks for taking the time to share your feedback. We’re so pleased to hear you found the claims process straightforward, quick and easy to complete. That’s exactly the kind of simple, no-nonsense experience we aim to provide.
We really appreciate your support and will be sure to share your comments with the team.
The Frank Pet Insurance Team.
Watch out
They try everything not pay out, ignore what the vets tell them. Very difficult to leave them,
22 March 2026
Unprompted review
Reply from Frank Pet Insurance
Hi Paul,
Thanks for taking the time to leave a review.
Pre-existing conditions are not covered under our policies, and this is standard across the pet insurance industry. We do assess claims against the information available, including the pet’s medical history and the policy terms in place at the time of the claim.
You can cancel with us at any time, without any fees; please contact info@frankpetinsurance.co.uk and we will be happy to help.
The Frank Pet Insurance Team.
Telephone conversation with Jamie
20 March 2026
Reply from Frank Pet Insurance
Hi Sheila,
Thanks so much for taking the time to leave a review. We’re really pleased to hear your telephone conversation with Jamie was a positive one. We work hard to keep things clear, helpful and straightforward, so it’s great to know Jamie delivered that for you.
We really appreciate your support and will make sure your feedback is passed on.
The Frank Pet Insurance Team.
Excellent Service
This is the second claim in as many weeks, simple and quick process, would highly recommend!
19 March 2026
Reply from Frank Pet Insurance
Hi Lindsay,
Thanks so much for your great review. We’re delighted to hear your recent claims were simple and quick to sort, especially when you needed us twice in such a short space of time. Our team works hard to deliver a quick claims turnaround, so it’s lovely to know that came through in your experience. We really appreciate your recommendation.
The Frank Pet Insurance Team.
Good value and easy to deal with
We've been with Frank Pet Insurance for a while now and they have always been easy to deal with and good value. Recommended.
19 March 2026
Reply from Frank Pet Insurance
Hi Stephen,
Thanks so much for your lovely review. We’re really pleased to hear you’ve found Frank good value and easy to deal with over time, that’s exactly what we aim for. We really appreciate the recommendation and your continued trust in us to help protect your pet.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi keli,
Thanks so much for your kind words, “first class as always” is exactly what we love to hear!
We’re really pleased our team came across as friendly and helpful, and that we’ve been able to deliver that consistently for you.
If you ever need anything at all, just drop us a message.
The Frank Pet Insurance Team.
There was a slight delay in the vets…
There was a slight delay in the vets responding due to holiday. But as soon as the claim was received by Frank it was processed super fast.
17 March 2026
Reply from Frank Pet Insurance
Hi Sharon,
Thanks for your great review!
We’re glad to hear that once everything reached us, your claim was processed quickly and smoothly. That’s exactly the kind of experience we aim to deliver.
If you ever need anything further, just drop us a message, we’re always here to help.
The Frank Pet Insurance Team.
Excellent service
Excellent service. Prompt and efficient. First time clients of Frank and we will remain :)
17 March 2026
Reply from Frank Pet Insurance
Hi Samantha,
Thanks so much for your brilliant review and welcome to Frank! We’re really pleased to hear you found the claims process prompt and efficient.
It means a lot to know we’ve made a strong first impression, and even better to hear you’re planning to stick with us 😊
We are always happy to help if you need us.
The Frank Pet Insurance Team.
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