Claim submitted by my vet on 8th August, no correspondence from company , after several calls by myself, was told today 8th September the money should be in my account shortly . As this was my first c... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The process of submitting a claim on line wasn't exactly clear but managed to navigate it with a bit of persistence! Claim was dealt with quite quickly once my vet had sent the correct medical record... See more
Company replied
I used the online portal to make my claim, unfortunately I experienced a couple of issues:- 1. Not that clear how to start the claim I called and was given advice that I should fill out the onlin... See more
Company replied
The Insurance Emporium handled the claim very quickly. It was our first claim to them in 9 years so I was very disappointed to receive an email informing us that they would not be insuring the problem... See more
Company replied
Company details
- #29 of 32 best companies in Pet Insurance Company
- #124 of 138 best companies in Insurance company
Information provided by various external sources
We aim to make specialist insurance as natural a part of ownership as anything else. It's not a burden - it's a bonus that lets enthusiasts, hobbyists and professionals enjoy what's important in their lives without financial worry should the unexpected happen.
Contact info
Thorpe Underwood Hall , YO26 9SZ, York, United Kingdom
- 03300244005
- feedback@emporium.co.uk
- www.theinsuranceemporium.co.uk
4.2
Great
11k reviews
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Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased to be of assistance
Kind regards,
Simon,
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Great and easy service
Great and easy service. Kept us up to date with the payment which arrived in bank account quickly
10 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Straightforward
7 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
From start to finish my claim took just…
From start to finish my claim took just over 4 weeks. The payment was made directly back to my bank account within 4 working days. Just a watch out I hadn’t factored in the percentage tags charge which was a lot, however I can’t fault the company on how it was handled.
They also kept me updated as to where the claim was and once it had been accepted
7 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Excellent service
We have been with emporium for a number of years and have had some poorly cats but emporium have made the experience of making claims easy and stress free, all claims paid out except one but that was because we were not covered for that particular condition. Great service
5 March 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Claim was settled quickly which is what…
Claim was settled quickly which is what you want when you have already paid the vet’s fees.
6 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Delayed Turnaround
It was reasonably straightforward to make the claim but payment didn't arrive for quite a while. When I eventually phoned the company, the claim was agreed in exactly that moment and arrived in our account after another week. Maybe they were very busy, or they wait for a follow-up call?
14 July 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave your review.
We are pleased to hear that you found the claims process reasonably straightforward. We are sorry that the payment took longer than you expected.
To clarify, the payment was released shortly before you called us. Settlement was issued by BACS which takes 3–5 working days to clear.
We appreciate you taking the time to share your feedback.
Kind regards,
Joe
The Insurance Emporium
Still haven’t received payment
Still haven’t received payment from an agreed claim despite chasing. Was told I would be updated on the situation by email the same day but still no contact and no payment. Second claim for cancerous lump removal from my Labrador, no response in nearly 10 days.
7 August 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of the delays you have experienced and appreciate your frustration.
To clarify, the settlement for your first claim was issued by BACS on 30 July 2026 to the account from which your policy premiums are debited. We paid by BACS so it should have cleared around 4th to 6th August. If is still not showing in that account, please contact our Claims Department so they can look into this for you.
With regard to your second claim, we can confirm that this is currently awaiting assessment. We anticipate it will be reviewed towards the end of this week.
We are sorry that you have not received the updates you were expecting and appreciate you taking the time to share your concerns.
Kind regards,
Joe
The Insurance Emporium
Easy form to fill and was informed of…
Easy form to fill in and was informed of claim accepted with in 4 weeks from start of claim
2 July 2026
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Absolutely terrible service
Absolutely terrible service, I can't express how disappointed I am. I've been with The Insurance Emporium for nearly 5 years with more horses and my trailer also. I never needed to claim before so this was my first experience and I can't give you one positive. From not hearing anything from submitting my receipts, to them not recognising medical history from vets, having no contact with them to say my claim has been accepted for the first 2 months but giving me notice of what I am excluded from moving forwards within the first week, rude and unhelpful staff, to it taking 3 months to be paid and now they have paid me for an invoice Rainbow submitted so I need to sort repaying Rainbow. The breakdown on the claim is uncertain. Communication and quality are appalling. I would not recommend at all.
7 August 2026
Reply from The Insurance Emporium
Good morning,
We are sorry to hear of your comments. When we assess a new claim and there are multiple vets involved, we do request sight of all of the relevant clinical history.
We can see that we needed the relevant claim information from Rainbow Equine and once this was received, the settlements were issued. There is a section on each claim form where you can request where the settlement is to be issued (either you or the vet). As you had not indicated whether the payment was to go to the Veterinary practice, we issued payment to you. We apologise if this has caused any inconvenience.
If you would like us to investigate your concerns in full, please email us at feedback@emporium.co.uk and one of our Customer Experience Team will be in contact.
Kind regards,
Kirsty
The Insurance Emporium
The service is great as it’s been…
The service is great as it’s been really helpful with both of my cats when they have been unwell or need treatment for different conditions they have and the service has helped pay my bills at the vets so I don’t feel stressed about money or anything or missing anything
Thank you 🙏
7 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave a review, we are pleased you are happy with the service.
Kind regards,
Kirsty
The Insurance Emporium
At the end of the day they paid out on…
At the end of the day they paid out on my stolen caravan. As a customer you expect to be taken at face value with claims. As an insurance company they have to do due diligence. Which they did. A long process but the right outcome. A special thanks to Kirsty who went out of the way to call me to update me. It made my day
31 July 2026
Unprompted review
Reply from The Insurance Emporium
Good morning,
Thank you for taking the time to leave a review. We do appreciate your claim took longer than expected, but we are happy that the claim was resolved to your satisfaction.
We will also pass your feedback to Kirsty's manager.
Kind regards,
The Insurance Emporium
Very pleased with the quick response…
Very pleased with the quick response and help received on the phone.
3 August 2026
Reply from The Insurance Emporium
Good morning,
Thank you for your review. We are pleased to be of assistance.
Kind regards,
Kirsty
The Insurance Emporium
No fuss great service
6 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving your review. We are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Very Helpful!
Being able to gather all the information I need from yourselves & also getting a good update on where a claim is at. The staff are very kind and helpful!
3 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for leaving your review. We are pleased you are happy with the service.
Kind regards,
Joe
The Insurance Emporium
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that you received a prompt response and found our team helpful. We appreciate your feedback and are glad you were happy with the service provided.
Kind regards,
Simon,
The Insurance Emporium
I thought my claim took a long time to…
I thought my claim took a long time to be paid. Also, I didn’t appreciate being informed during the process what I wouldn’t be covered for going forward due to the history received from my vet rather than dealing with my actual claim which was unrelated
5 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are sorry to hear that you felt the claim process took longer than expected. Having reviewed the claim, we can confirm that the claim was received on 31st May 2026, and we were awaiting the required information from the veterinary practice to allow us to complete our assessment. Once the necessary information was received, the claim was reviewed and settlement was issued on 29th July 2026.
With regards to the information provided about your policy, as part of reviewing a claim, we are required to consider the veterinary history provided to us. Where we identify conditions that existed prior to the start of the policy, we are obliged to make customers aware at the earliest opportunity that these conditions are not covered under the policy terms. This information is provided separately from the assessment of the current claim and is intended to ensure you are aware of any limitations that may apply to future claims.
Thank you for sharing your feedback.
Kind regards,
Simon,
The Insurance Emporium
No quibble
I have an accident only policy. I’ve just claimed for removal of a grass seed from my dog’s ear canal under sedation. Vet bill was £321.94 my claim was settled with deductions for ‘over max consultant fee’ £13.00 and fixed excess £95.00. There was no quibble and money was in my account 5 days after they agreed my claim.
5 August 2026
Reply from The Insurance Emporium
Good afternoon,
Thank you for taking the time to leave your review.
We are pleased to hear that your claim was handled smoothly and that you were happy with the service provided. We understand that unexpected veterinary treatment can be a worrying time, and we are glad we were able to support you with your claim.
Kind regards,
Simon,
The Insurance Emporium
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