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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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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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.
Clear, straight forward and compassionate …
Frank were very sensitive to my recent bereavement. I wasn’t able to claim for 100% of my claim however they were very clear about the exclusions when I set the policy up. They communicated with me at every stage of my claim. They still paid the majority of the claim and even refunded my final monthly direct debit. They broke everything down and I couldn’t ask for more. Thank you
22 January 2026
Reply from Frank Pet Insurance
Hi Samantha,
Thank you for taking the time to leave such thoughtful feedback, particularly during what we know must be a very difficult time. Please accept our sincere condolences for your loss.
We’re pleased to hear that our team’s communication and clarity provided some reassurance throughout your claim. We’re glad the policy terms were clear from the outset and that we were able to support you.
We truly appreciate your kind words and wish you comfort in the days ahead.
The Frank Pet Insurance Team
Excellent
Excellent service, prompt responses to queries and claims. Also very reasonable price for cover.
28 January 2026
Reply from Frank Pet Insurance
Hi Joanne,
Thank you so much for your fantastic feedback! We’re really pleased to hear you’ve had excellent service and that our team has been prompt in responding to your queries and handling your claims, that’s exactly what we aim for when you need us most.
It also means a lot that you feel the cover is reasonably priced. We want pet insurance to feel straightforward, fair, and genuinely helpful for real-life pet parents.
If you ever need a hand with anything, we’re always here at info@frankpetinsurance.co.uk.
The Frank Pet Insurance Team.
Finding that Frank Pet Insurance can be trusted to deliver a fair and quick financial response at a time of stress and worry was such a relief.
Our much loved pet Buddy suddenly became very ill at the worst time possible Xmas Eve '25. Making a very worrying incident a significantly more complex and frightening experience. The financial implications as well as being forced to emergency and hospitalisation services not available at our long term and excellent veterinary centre made for hesitation and lo a number of worrying nights. Franks Online portal claims service made our claim process so much easier and simple to follow. Minimal but obviously necessary information with relevant invoices were all that they required from us, they undertook all steps directly from this with both our vet and the emergency vet service directly. We cannot praise them enough for the way our single submission to their professional system so rapidly led to a confirmed and speedy financial resolution to what would certainly have been a major financial penalty to us.
To find such a level of support from Frank Pet Insurance was so reassuring and being able to have our much loved Buddy back to full health is a wonderful outcome. We have no hesitation in fully recommending Franks Pet Insurance.
22 January 2026
Reply from Frank Pet Insurance
Than you for your review Bryan, our claims team are extremely efficient and are very proud of our speedy claims process. We're so glad to hear Buddy is feeling better! 🐾
Sadly my pet died and they stopped my…
Sadly my pet died and they stopped my contract immediately, genuinely very nice supportive company.
22 January 2026
Reply from Frank Pet Insurance
Hi Thomas,
We’re so sorry for your loss. It means a lot to hear that you felt supported during such a difficult time, that’s exactly what we’re here for. Thank you for taking the time to share such kind words.
Sending you our heartfelt condolences.
The Frank Pet Insurance Team
Fantastic service from signing up to…
Fantastic service from signing up to heart breaking losing our beloved fur baby. Frank were absolutely amazing with every claim throughout
15 January 2026
Reply from Frank Pet Insurance
Hi Victoria,
Thank you so much for your touching words. We’re truly sorry for the loss of your beloved pet, we know how deep that heartbreak runs. It means the world to hear that we could support you every step of the way, from day one to the very hardest moment.
We’re honoured to have been part of your pet’s journey.
The Frank Pet Insurance Team
Easy to use claims
Easy to use claims
Process. Kept us updated through it all and proactively cancelled our direct debit when we lost our pet. Saving us having to do it ourselves which was helpful during a difficult time.
22 January 2026
Reply from Frank Pet Insurance
Hi Shereen,
Thank you so much for your kind words. We’re really sorry for your loss, and we're glad we could ease even a small part of things during such a hard time. Making the claims process simple and stepping in where we can, like cancelling the direct debit, is just part of being there for our pet parents when it matters most.
Sending you our heartfelt thoughts.
The Frank Pet Insurance Team
Loki RIP - Claim following passing to RB
Following the passing of our 7 year old Oriental Loki, Frank were really responsive to our claim.
It was easy to raise the claim, all correspondence were very sympathetic and dealt with promptly.
Our claim for all insured items were settled and it was made clear why anything wasn't settled if not insured.
My only fault with the whole process would be for Frank to make it much clearer to its customers what % of the value on death is payable. I wasn't aware that the value claimable against the cost to replace our pets decreases as they age.
Loki was 7 so we only received 35% of his cost, we were hoping that this would provide us enough to replace him in our hearts.
20 January 2026
Reply from Frank Pet Insurance
Hi Paul,
We’re so sorry to hear about Loki’s passing. He sounded like a truly special boy. We’re glad we could be there for you during such a difficult time and that the claims process brought some comfort.
Thank you for your feedback around the purchase price benefit (Death Benefit). If you would like to discuss this with one of our team, please contact us at info@frankpetinsurance.co.uk, who would be happy to help.
Sending you warmth and support as you remember Loki. He was clearly so loved.
The Frank Pet Insurance Team
Very prompt response on email and query…
Very prompt response on email and query dealt with and resolved quickly
19 January 2026
Reply from Frank Pet Insurance
Hi Lorraine,
Thanks so much for your kind words! We're thrilled to hear our team got back to you quickly and sorted everything out without delay. We know how important it is to keep things simple and stress-free when it comes to your pet’s care, thanks for letting us be part of that.
The Frank Pet Insurance Team.
Reply from Frank Pet Insurance
Hi Victoria,
Thanks for your kind words! We're so glad you found the claims process easy, it's exactly what we aim for. Simple, smooth, and stress-free, just like it should be.
The Frank Pet Insurance Team
Easy to put claim through
Easy to put claim through and follow progress and good communication via email to get claim resolved as quickly as possible
13 January 2026
Reply from Frank Pet Insurance
Hi Charlotte,
Thanks so much for the lovely feedback! We’re thrilled to hear that you found the claims process easy and communication clear, keeping things simple and stress-free is exactly what we’re here for. We know how important it is to get things sorted quickly when your pet needs support, so it's great to know we hit the mark.
The Frank Pet Insurance Team
Looking for a new affordable insurance…
Looking for a new affordable insurance from a company who is not greedy!
16 January 2026
Reply from Frank Pet Insurance
Hi Brenda,
Welcome to the Frank family and thank you for choosing us! We know how important it is to find affordable cover from a company that truly cares, and we’re proud to offer exactly that. No greed, no fluff, just honest insurance for pet-obsessed people like you.
We’re so glad to have you (and your pet!) with us.
The Frank Pet Insurance Team
The claims process was very easy
The claims process was very easy, completed and submitted online and settled within 3 weeks
13 January 2026
Reply from Frank Pet Insurance
Hi Teresa,
Thanks for sharing your experience! We're so glad to hear the online claims process was straightforward. We know how important it is to have one less thing to worry about when your pet needs care.
The claims process is usually a lot quicker if we’d received the vet’s side of the claims form sooner. Around Christmas, some clinics understandably take a little longer to get back to us, but we always aim to move things along as fast as we can once we have everything we need.
We're always here when you need us!
The Frank Pet Insurance Team
Pet insurance made easy!
Dealt with my pet insurance claim really swiftly. I was not left waiting a long time and communication was fantastic and because the excess is set to an amount rather than a %, we knew what costs we had to cover. Throughly recommend if you want a pet insurance which is easy to understand.
8 January 2026
Reply from Frank Pet Insurance
Hi Rosie,
Thank you so much for your kind words! We're really pleased to hear that your claim was processed swiftly and that our communication made everything clear along the way. At Frank, we believe pet insurance should be simple.
We also want to highlight that unlike many insurers, we don’t apply any co-payments if you should need to claim for older pets because peace of mind shouldn't come with age-related caveats.
Your recommendation truly means a lot to us.
Regards,
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi there,
Thank you for taking the time to share your feedback. We're delighted to hear that your claim was handled quickly and easily, it's always our goal to make the process as smooth as possible during what can often be a stressful time.
We truly appreciate your recommendation and your trust in Frank.
The Frank Pet Insurance Team
Very reliable
I've been very happy with Frank insurance, they respond very quickly to queries and claims and there's no fuss and no delays. Would definitely recommend.
8 January 2026
Reply from Frank Pet Insurance
Hi Dina, thank you for your review. I will pass your feedback onto the team who work very hard to ensure queries and claims are dealt with efficiently.
Rejected a cancer claim for a toothless cat by citing the lack of an optional "Dental Booster"
I have a working level of understanding within the insurance industry, and the "investigation" conducted by Frank/Casualty & General Insurance into my cat’s terminal cancer claim is the most staggering display of negligence and factual fabrication I have ever encountered.
My cat, Touka, was diagnosed with a malignant mass in the mouth just before Christmas. Frank rejected the claim, citing a "Dental Booster" exclusion. The irony? My cat has been documented as having NO TEETH for over five years. My veterinary records explicitly state: “Ongoing dental care N/A due to not having any teeth left.” To penalise a grieving owner for failing to provide "preventative dental care" on a toothless pet is medically and logically farcical.
In their Final Response Letter, their complaints team "confirmed" that a surgical mass removal took place. This never happened. They quite literally fabricated a medical procedure to justify a rejection. And then had the audacity to double down on this when I pointed out they'd made an obvious mistake.
It is painfully obvious that this firm is using automated tools like ChatGPT to gatekeep claims. Their responses ignore the euthanasia/cremation costs entirely (which are covered end-of-life benefits) and hallucinate medical events that never occurred. Their "process" is cold, robotic, and lacks any human due diligence.
Also demanding that a grieving owner "prove" a malignant tumour didn't originate from the gum - in a cat with no teeth - is a violation of the FCA’s Consumer Duty and Cross-Cutting Rules. Forcing a customer to battle for a legitimate payout while they are mourning a pet put to sleep just before Christmas is a failure of basic human sensitivity.
I have escalated this to the Financial Ombudsman (FOS) as a professional witness to their non-compliance with PRIN 12 and ICOBS 8.1.1. If you value your pet’s care or your own mental health during a bereavement, avoid this firm at all costs. They don't investigate claims; they automate rejections.
I will fight this until a formal ruling is published.
And hey look - even their responses on here are AI generated templates! "Real people" was it?! Talk about not reading the room 😂
8 January 2026
Unprompted review
Reply from Frank Pet Insurance
Hi Sam,
We’re truly sorry for the loss of your beloved cat and thank you for sharing your review.
Decisions on claims are made based on the information provided, the veterinary evidence available at the time, and the terms of the policy which are available to you at all times on the customer portal.
We appreciate that you’ve already raised a formal complaint, and please rest assured that it’s receiving full attention from our complaints team. They will be in touch once they have finished their investigation.
The Frank Pet Insurance Team
[Updated 22 Jan 2026]
Dear Sam,
We’re truly sorry for the loss of Touka, and we appreciate you taking the time to share your experience.
We want to reassure you that we don’t use “robots” to handle complaints or make decisions. Our teams are made up of real people who review the policy terms alongside the veterinary evidence available at the time.
We understand you’ve now escalated your complaint to the Financial Ombudsman Service (FOS). We will provide all information requested so the case can be independently reviewed.
Please rest assured the process is designed to ensure a correct outcome. If anything was missed or errors are identified, we will get this resolved.
The Frank Pet Insurance Team
Renewal…
I inadvertently cancelled the renewal before I realised that I had mixed up renewals for car and pet !!!
Staff dealt with it quickly and professionally, resolved the matter, and my policy has been renewed. Thank you.
6 January 2026
Reply from Frank Pet Insurance
Hi Stephen,
Thanks for sharing your experience, it happens to the best of us! We're really glad our team could jump in quickly and get everything sorted without a hitch. Your pet's policy is back on track, and we're happy to have you both still part of the Frank family.
Give your furry sidekick an extra cuddle from us!
The Frank Pet Insurance Team
Reply from Frank Pet Insurance
Hi Diane,
Thank you for your kind words, it means the world to us.
We know how important it is to feel supported during stressful moments, and we're so glad our team could be there for you with care and compassion. Fast, easy, and genuinely thoughtful is exactly how we aim to be.
Warmest regards,
The Frank Pet Insurance Team
Quick and efficient response
29 December 2025
Reply from Frank Pet Insurance
Hey Jane,
Thanks for the kind words! We’re all about keeping things quick and easy, so it’s great to hear you had an efficient experience with us.
The Frank Pet Insurance Team
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