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
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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 96% of negative reviews
Typically replies within 24 hours
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Brilliant service
Wow so quick emailed yday paid out this morning directly to the vet!
I’ve dealt with them over the phone during this claim and email as it was the first claim and I wanted some reassurance I had done everything right, the service was fast officiant professional and tge guy on tge phone was kind and caring about my fur baby all round excellent service 🐾
20 February 2026
Reply from Frank Pet Insurance
Hi there,
Thanks so much for the brilliant review, we really appreciate you taking the time to share this!
We’re so pleased to hear your claim was paid so quickly and directly to your vet, that’s exactly how it should be. It’s also lovely to know our team could give you reassurance over the phone and by email when you needed it most. We’re pet people too, so being kind and clear really matters to us.
Give your fur baby a gentle cuddle from all of us 🐾
The Frank Pet Insurance Team.
Avoid this company like the plague
Avoid this company like the plague, they will make sure that they never pay out, complete waste of money and time, they will use the pre existing condition excuse every time, they were about as helpful as a chocolate fire guard !!
17 February 2026
Unprompted review
Reply from Frank Pet Insurance
Hi Carl,
Thank you for your review.
When we assess a claim, our assessors use all of the information provided by you and your vet, including the full clinical history. It is standard practice across the pet insurance industry not to cover pre-existing conditions. This includes any condition that showed signs or symptoms in the 24 months before the policy started, or within the waiting period.
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.
Easy convenient i have my first dog…
Easy convenient i have my first dog insured with Frank and more than happy
17 February 2026
Reply from Frank Pet Insurance
Hi Jan,
Thanks so much for your lovely review and welcome to Frank!
As fellow dog-obsessives, we know how important it is to feel confident about your cover, especially with a new pup. We’re really glad you’re happy with your policy and that we could make the process simple and stress-free.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi Shellie,
Thanks so much for your kind words! We’re really pleased to hear you found the information clear and helpful on the call, that’s exactly how we like to keep things at Frank: simple, straight-talking, and easy to understand.
If you ever have any other questions about your cover or need a hand with anything at all, just drop us a line at info@frankpetinsurance.co.uk, we’re always happy to help.
Thanks again for choosing Frank 🐾
The Frank Pet Insurance Team.
Very good!
Unfortunately had to make a claim, but thankfully, all went smoothly, and we were reimbursed what we'd paid to the vets, really quickly.
6 February 2026
Reply from Frank Pet Insurance
Thank you for your review Rachel, our claims process is very efficient, putting that money back in your pocket is our priority!
Grateful for Frank!
I had a scary experience with my dog which resulted in her spending 24h at the vet. I’ve never had to claim before so I was worried about the process.
Their claims process makes it super clear on how to claim and what you need to make the claim. It’s very easy to submit everything. Frank immediately assessed the claim and contacted the vet. Once the vet had responded, they very quickly got back to me and confirmed it had been approved.
I’m very impressed and grateful that I had Frank to help me with this.
13 February 2026
Reply from Frank Pet Insurance
Hi Emma, thank you for your review. We are very proud of our speedy claims process and are currently assessing claims within a few days once all relevant information is received from vets.
Reply from Frank Pet Insurance
Hi Michele, thank you for your feedback, we try our best to get claims paid as quickly as possible, so you are not waiting around too long. Once we have everything from your vets we are paying out within a week currently!
Made my 1st claim for my dog since…
Made my 1st claim for my dog since taking out insurance with Frank, took just under a week for them to agree to settle the £1000 vet fees for the removal of a mass from my dogs eyelid. Communication was good and am happy with the service I have received.
12 February 2026
Reply from Frank Pet Insurance
Hi there,
Thank you for sharing your experience, we’re so glad your first claim with us went smoothly. Having to remove a mass from your dog’s eyelid can be worrying, so it’s great to hear your claim was speedy, and that our communication kept you in the loop throughout.
That’s exactly the straightforward, no-nonsense support we aim to provide. If you ever need anything else, just drop us a line at info@frankpetinsurance.co.uk and we’ll be happy to help.
The Frank Pet Insurance Team.
Very quick response and settlment would…
Very quick response and settlment would highly recommend
30 January 2026
Reply from Frank Pet Insurance
Hi Karen, thank you for your review. Our claims process is a speedy one. We are currently assessing within a few days once all relevant information is received.
Worst company I’ve ever dealt with
Worst company I’ve ever dealt with! Never pays out always excuses.
Doesn’t cover take home medication unless you request it?! Who doesn’t want that covered?? Also doesn’t cover emergency vets as that exceeds their standard consultation fee.
The company is a joke, so hard to deal with, takes ages to reply and won’t pay out. I will NEVER use this company again and urge everyone to stay clear if you want cover for you fur babies
5 February 2026
Unprompted review
Reply from Frank Pet Insurance
Hi Jodie,
Thank you for taking the time to share your feedback — it’s really important to us.
We offer bespoke policies designed to meet our customers’ individual needs, and we also provide the flexibility to upgrade or downgrade your cover during the policy period, rather than only at renewal as is the case with many other insurers.
Within the pet insurance industry, it is standard practice not to cover out-of-hours fees where the visit is not deemed an emergency. That said, we do cover standard costs and any eligible veterinary treatment in those situations. Only the extra out-of-hours surcharges charged by the vet are deducted.
If you would like a full breakdown of your claim, please don’t hesitate to contact our claims team at claims@frankpetinsurance.co.uk.
Do not use this company
Do not use this company, absolutely terrible, I’ve never claimed in 5 years. Paid every month, put one claim in for under £200 and refused to pay out! Avoid this company
5 February 2026
Reply from Frank Pet Insurance
Hi Sam.
We have taken a look at your claim and the condition was covered but unfortunately was below the policy excess. It is common practice in the insurance industry for an excess to be due. Our excess is fixed and we do not charge an extra % co-payment on claims like other companies. If you would like a full explanation of deductions, please contact claims@frankpetinsurance.co.uk and an agent will be happy to help.
The Frank Pet Insurance Team.
My claim was paid in full and the…
My claim was paid in full and the process was easy and quick
29 January 2026
Reply from Frank Pet Insurance
Hi Shelley.
Thanks so much for taking the time to share this, we’re really happy to hear your claim was paid in full and that everything felt easy, quick, and hassle-free.
Our goal is always to keep the process clear and straightforward, so it means a lot to know we delivered when you needed us.
The Frank Pet Insurance Team.
Great communication throughout my…
Great communication throughout my claim.
Wish the log on process was simpler waiting for log on link to be sent is frustrating.
29 January 2026
Reply from Frank Pet Insurance
Hi Deborah,
Thanks so much for the kind words about our claims communication, we’re really glad you felt supported throughout the process!
We use the one-time link system to keep things secure and avoid the need for passwords.
Thanks again for taking the time to share your feedback and for trusting us with your pet’s care.
The Frank Pet Insurance Team
Cant fault frank pet insurance
Cant fault frank pet insurance. Quick and easy claims. Easy to deal with. Would definitely recommend
3 February 2026
Reply from Frank Pet Insurance
Hi Laura.
Thanks so much for the recommendation, it really means a lot to us! We’re thrilled to hear you’ve found Frank Pet Insurance easy to deal with, and that your claims experience was quick and straightforward. That’s exactly what we aim for, especially when you just want things sorted without any fuss.
If you ever need a hand in the future, we’re always here for you.
The Frank Pet Insurance Team
If I could give them zero I would
If I could give them zero I would. Voided our policy after refusing to pay for our dogs treatment. Alleged he was an aggressive dog that should have been disclosed. Completely untrue and nothing to do with his illness . Please avoid this company at all costs. I had other policies with them and have cancelled them all
Edit. The below response is completely disputed and has been referred to the Financial Ombudsman Service. You are also in breach of GDPR by quoting the contents of medical records in a public forum here. By all means you can respond to my review but you absolutely cannot divulge medical notes on here I have highlighted this to the information commissioner office and trustpilot as this is a severe Data Breach
Edit
Frank have edited their response as they were clearly in the wrong regarding quoting the contents of medical records. What their response does not say is that they were sent letters from my vets disputing that my border collie is aggressive. But someone sitting in their claims office knows better than a vet apparently. Because it suits them. If you read their definition of aggression then if your dog has ever barked at another dog or person eg postman then they will use this to deny your claim. They've left my boy without any cover when we needed them. We have spent all our savings and cannot afford chemo now. They are a disgrace
2 February 2026
Unprompted review
Reply from Frank Pet Insurance
[Edit 24Feb2026 at 1pm]
Hi William,
Thank you for your feedback.
When we assess a claim, your pet’s medical history is reviewed. If there are any notes about aggression, we handle these in line with our underwriter’s guidelines.
If this type of information comes to light retrospectively, we are required to assess whether a policy was set up correctly, and whether it can remain valid.
We’re truly sorry that this situation has left you feeling let down. I can see you have raised a complaint, the Complaints Team will be in touch with you in due course and will fully investigate your concerns to ensure the correct outcome has been reached.
The Frank Pet Insurance Team.
Great sorted very quickly efficiently…
Great sorted very quickly efficiently and very helpfully.
2 February 2026
Reply from Frank Pet Insurance
Hi Sue, thank you for your feedback. Our team are always happy to help where they can.
Reply from Frank Pet Insurance
Hi Nadine, thank you for your review and welcome to Frank! 🐾
Excellent and Reliable So Far
I have been very impressed with the communication and ease of making claims with Frank. Very glad I chose them.
27 January 2026
Reply from Frank Pet Insurance
Hi Helen, thank you for your review. We are super proud of our Customer Success team who always go that extra mile for our customers. The claims team are very efficient too and are currently assessing claims within a few days once all relevant information is received.
Claim assessed and paid out promptly
Claim assessed and paid out promptly . Easing the worry and distress associated with an sick pet
30 January 2026
Reply from Frank Pet Insurance
Hi Carol-Anne,
Thank you for your kind words. We're so pleased we could help ease a difficult time and get your claim sorted quickly. Supporting you and your pet when it matters most is exactly why we're here.
The Frank Pet Insurance Team.
I have found Frank to be very good
I have found Frank to be very good. Claims are easy and quick to process. And when I email with questions they are answered promptly.
30 January 2026
Reply from Frank Pet Insurance
Hi Suzanna,
Thank you for taking the time to share your experience. We're delighted to hear that you've found our claims process straightforward and efficient, and that our team has been responsive to your enquiries. We truly appreciate your trust in us.
The Frank Pet Insurance Team.
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