Kat West

Toilets really stink — both male and female. The smell is strong and unsanitary. If regular cleaning or maintenance was scheduled, the gym should’ve been closed until it was sorted.

The coverage is great, and I think it’s the best value insurance on the market, I have the top plan and think that £1,000 over £5yrs is ok - as it literally will cover all the cost of any illness. Also views pets, as seniors at 10yrs vs 9yrs all other insurance providers.

However the service needs improvement please !
The pet portal is over complicated, A simpler way to reply back to messages and have an ongoing conversation with the same person rather than random messages with bots? Also you cannot attach any information and they never provide an email for you to send the information. But Most frustratingly you need a secure code to login to the pet portal, EACH TIME!

Then the humans, customer service is not great either, from basic admin of being able to contact the vets - every time the say they cannot via email or phone, yet the vets are working businesses that answer the phone and email.
But at the end of the day I know my cat is fully covered and they paid the claims direct to the vet

To report missing items you have to download their form and put in their codes, which they already have from their system. My order has only partially arrived. I have not been updated and no idea how to get my money back or the item I ordered. Not Recommend

Updating as I cannot reply to the customer service. I cannot login to the account, I didn’t create one. So no login details. In response I was already charge via PayPal and can show a receipt, if you email me. So I will need a refund or the product. How late will it be?