Perfect Pet Anmeldelser 

I spoke with Ellie online and she answered my query quickly and professionally. Very pleased with the service provided - great customer service.

I previously left a review regarding my experience with Perfect Pet Insurance after they made substantial deductions from two claims for my dog, Benji. Unfortunately, having now received their final complaint response, my concerns remain unresolved. Avoid this insurance company.

Across two veterinary invoices totalling £1,980.05, Perfect Pet deducted £640.35, leaving us significantly out of pocket despite having pet insurance.

The deductions included £130 for general anaesthetic on each claim, medication price adjustments, £85 for intravenous fluid therapy and £90 for pre-operative blood testing.

I understand that insurance policies have exclusions and limits. However, my complaint was about how these decisions were reached and whether the actual clinical circumstances and the professional judgement of Benji’s treating vet had been properly considered.

Our vet provided specific comments explaining the differences in veterinary practice costs and suppliers, and why fluid therapy and pre-operative blood testing were advisable to minimise the risks associated with general anaesthesia. Despite this, Perfect Pet maintained its decisions, relying on its policy limits and exclusions. I also requested further information about the evidence behind its £250 anaesthetic limit, but the response did not provide the underlying research.

I was particularly disappointed by the handling of the complaint itself. Perfect Pet publicly responded to my earlier Trustpilot review saying its complaints department would contact me directly. In its final response, the company subsequently acknowledged that confusion had occurred and apologised for the way the complaint had been handled.

Although I appreciate the apology, the substantive issues remain unresolved, and no changes have been made to the disputed deductions.

I have now decided to refer the matter to the Financial Ombudsman Service for an independent review. I believe customers deserve clear explanations of how claims are assessed, proper consideration of the evidence provided and a complaints process that works as it should.

Very helpful and informative with a friendly manner.

Very friendly and extremely helpful. It was one of the best calls i have ever had with any insurance company. Thank you Polly

Robyn was very helpful and very professional

George was very understanding of my dilemma concerning the increase in price this year. He explained the benefits of staying with Perfect Pet and reduced the price to almost what I paid last year. My only criticism is not of George who was great, but of the increase which clearly was too much and could have resulted in my leaving Perfect Pet insurance.

I had a query regarding the renewal quote for my existing pet insurance for my dog. Flora called me and was very polite and friendly and after discussion was able to offer me an acceptable price for the renewal. Great customer service !

My call was quickly answered and the man I spoke to spoke clear English and dealt with my query quickly and explained the procedure clearly.

Flora helped me get the best deal as wasnt happy with my renewal price as I hadnt used or claimed anything for a whole year and it was quite high. She had a look said I was able to have a discount so I chose to stay and she was very helpful and polite.

Polly was truly amazing. Her customer service, empathy and compassion shone through. Absolute credit to the company

Very helpful man and good customer service from him. Only the price brought my scoring down

George was very polite, listened and very understanding
His professionalism and customer centric was excellent!

I requested a change of date for my direct debit and also needed to amend a detail on my policy
Both actioned promptly Thankyou

Explained all of the information to me that I was unsure of very clearly. Very helpful.

Excellent customer service from James.

Had 2 claims with them, refused to pay out for one because the vet used the wrong wording in her report. When she changed it and sent it back in they ignored it! Then put a claim in for £300 and they paid £90 because they said the medication wasn't covered. Beware before you insure your pet with these!

Dreadful company be warned ,this company do not use, they do not care apart from taking your money

I paid my insurance for years with them, and this is how they treat us, terrible. My dog became very unwell and I put In for last 3 months claim together and I had to have him put to sleep , I notified them straight away, and they cancelled the policy and knew claim was coming, the claim was on way from vets, they are a joke, they cancelled the policy and out of £1357.90 they paid me £73.30 , they deducted the remainder of policy £528.64, they cancelled the policy , they deducted Rimadyl my dog never had this drug, and not even answering me now, I am going to try and upload the breakdown of the claim , at such a stress full time they deducted items that are false , and ignore you , I understand there’s an excess , but £73 paid on £1357.90 disgusting , so do not insure with them you are wasting your money and will be ripped off , they do not care about animals , you insure them so you have an insurance in times of need and they are awful poor company

This insurance was money making , was of time. I have the breakdown In full, I am devastated and they have made things worse , why did I thing pet insurance was a protection

They take your money, you think you are paying monthly to get care for your animal you are not

Update , yes they contacted me basically not worth having there insurance JUST SENT EMAIL DIDNT ADDRESS ANY PROBLEMS , , didn’t answer why not paying for medication they have before didn’t acknowledge they put totally wrong information of tablets , and confirmed when pet dies we take all £528 off your claim for remaining time on policy even though your pet has died, The email is disgusting, and they do.not care , Just want to look good saying they reply , what a joke and it’s insulting the reply they put on here, just send an email with up yours basically, NEVER INSURE WITH THIS COMPANY. GIVE YOUR MONEY TO CHARITY

Poor experience. At my renewal at the beginning of the year I was offered a fresh policy at a lower amount, which I took, however, although the company cancelled my previous policy down they failed to stop taking the payments, of the renewal. Thus for circa 8 months, I was paying for two policies concurrently. When I rang to sort this out they refused to reimburse me for the overpayment.

Robin* (I may be spelling this incorrectly) was a great help and was so incredibly friendly!

Tom was exceptionally helpful with information and understanding, really appreciated his help