I phoned today to ask about an ongoing claim. Rachel Blenkinsop went beyond her job and made my experience so easy. She didnt rush me and patiently went through the online claim process. What an asset to your company.
I am deeply dissatisfied with the handling of my recent claim and the overall service provided by Emporium. I took out my insurance policy with them on the day I adopted my dog in morocco. At the time he had gone through mandatory health checks in Morrocco and was cleared to travel. There was no diagnosis or suspicion of Ehrlichia at that point. If this illness had been present he would not have been permitted to fly or enter the UK. My dog was diagnosed with this illness in the UK recently and I submitted a claim accordingly. I have now been informed that I won't get my money back/ they havent approved my claim, because he was diagnosed or investigated for this illness after the policy was in place. I find their reasons unacceptable and unprofessional. Further, when I called to cancel my insurance with them, the representative made no attempt to resolve the issue or provide assistance, which reflects poorly on their customer service standards. Avoid this insurance company at all cost.
I would seriously recommend not using this company for pet insurance. Over the last year our insurance premium has increased by +200%. In the spirit of transparency, in the last year, our loving dog had to have back surgery. Clearly this scam company have put a red flag against our policy and hiked our premium to claw back the cost! They (Customer Experience Team), will not review the premium basically saying it is what it is. This company only want to deal with pet owners who do not make a claim! My advice would be to pay a bit more with another pet insurance company who really do care about the welfare of your pet, not the welfare of their profit margin! Terrible experience, steer clear!
Don’t waste your money!!!! I try to clam my pet bills 179pounds ,but with bla bla bla …….( not covering vomiting, diarrhoea and ear condition)they declined. It was my first claim , paid in years every 3 weeks 15 pounds!!! For nothing!! Cancelled immediately and no refund at all any money!!! Stay away from this insurance company!!! Scam !!!
Just terminated my policy with immediate effect! Scam and rip off! I went to out of hours hospital with my dog and I paid 387£!!! They said I am not eligible for ANY compensation, after I complained by e-mail and phone pointing out obvious scam, they said that I can possibly be refunded 57£ subject to review…even though the policy said they will contribute up to 115£ towards out of hours fees..I have all the communication available and I am reporting this trick to a relevant authority. All this vet scam is being looked at by the government anyway so hopefully something will get done…
Excellent customer service, 5/5. Would rate higher if possible. Lauren W (who I spoke to from the Customer Contact Department over the weekend) explained the process of claiming on my policy for my dog in great detail and was highly articulate & comprehensive in doing so. Lauren was very professional, intelligent and friendly - a true asset to the Emporium team who made me feel reassured in my time of need. I will be recommending The Insurance Emporium to those I know that are looking to insure pets of their own.
If I could give Insurance Emporium 10 stars I would!! We moved to them about 8 years ago with our dogs. The support we have received with quick responses to the many claims our vets have needed to send through, and quick payment, has been absolutely marvellous. Claims sent and money received within about 3 weeks, and the cover is far better than any of the previous companies we have used. We still have 2 dogs on Silver Lifetime cover and have no plans to look elsewhere. We recently very sadly lost our other dog, who was on Gold Lifetime cover, and received a very kind email from IE when we let them know. I most definitely recommend IE, and you certainly won't be disappointed when you change to them. Thank you Insurance Emporium.
Been paying over £50 a month for years fees for my partners dog to then be informed after he’s passed away - they don’t pay out if he’s over 10 years for a sudden stroke. Scammers, avoid - they do not inform you on any of the policy detail changes and happily sit there taking your money!!! EVERYONE PLEASE AVOID THEY HAVE CAUSED US NOTHING BUT STRESS AFTER SUCH A DIFFICULT TIME!!! If there was an option for no stars - then that’s what I would of rated them.
At the weekend I emailed a query relating to possible limitations on my policy for my dog. I am very impressed with the quick, personal response I have had, clarifying the situation and putting my mind at rest. Instead of emailing a response Lauren rang me today (Tuesday) to explain the policy query - actually needing to try more than once as I was out walking said dog!! She was knowledgeable, clear, professional and friendly. Should we ever need to claim on the insurance policy (hopefully not!!) I will be able to do so confidently knowing it will be dealt with as I would wish. We will certainly renew again with the Insurance Emporium.
I can’t recommend the insurance emporium enough. I’ve claimed twice for my dog Rudy in the last two years and both times the claim has been paid out with no issues whatsoever. Before starting the second claim I called the helpline a few times with some questions and the staff were incredibly friendly and couldn’t be more helpful. During the claim I called again just for an update and again, the staff member I spoke to was so so friendly. I wish I’d taken their names so I could mention them. I think like with any insurance policy you need to read all the details of your policy and what your premium includes and doesn’t include, as long as you do this you’ll be absolutely fine with these guys. Thanks again guys from me and Rudy!
The Insurance Emporium is located at Thorpe Underwood Hall, Thorpe Green Ln, Estate, Thorpe Underwood, York YO26 9SS, UK
You can contact The Insurance Emporium at +44 330 024 4005
You can find directions to The Insurance Emporium by following this map link