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Bank is rated “Poor” with 2.4 / 5 on Trustpilot
Unable to contact anyone senior, promised call back not made in over a week, had to submit 2 claims as 2 vets dealt, one for overnight care, one claim paid, incorrectly, the other which was on the Pet Portal yesterday as being assessed, has now vanished. Used to be a good pet insurer, no longer, now looking elsewhere. Bad enough losing a pet without having to deal with such poor service.
Date of experience: January 26, 2023
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I have been with them for many years and they have always been helpful and quickly paid the claims I have made.
Date of experience: January 18, 2023
As per other reviews this sainsbury’s pet insurance is essentially a con. If you make a claim you effectively can’t make another one… I made a claim in 2020 for some dental work for my cat – nearly 3 years later he needed more dental work and we can’t claim because…. they are both the dental work! A complete con, stealing your money without delivering the service. Should be illegal.
Date of experience: January 17, 2023
While dealing with my renewal I called the closures team twice and they couldn’t have been any more lovely or helpful – I dealt with Tom initially then Sinead the next time. Both are an absolute credit to Sainsburys. They explained what happens when you cancel and renew, they explained all the details around pre-existing conditions which I had no idea about and now In hindsight realise I have been caught out with this before but no one properly explained it as well as they did. I’ve been with Sainsburys insurance for 3 years with all 3 of my dogs I’ve made 4 claims over this period and they were quick, helpful and their portal is so easy to use. Will definitely be staying with them and couldn’t recommend them any higher. – Thank you Sainsburys
Date of experience: January 16, 2023
My only complaint about Sainsburys pet insurance was it did take a while to payout but other than that I was very happy that the 2claims submitted from 2different vets that treated our dog were paid in full without any queries or quibbles at all…we have unfortunately reached our £5k limit and are now paying for our dogs further treatment ourselves so dread the cost to renew the policy!
Date of experience: October 28, 2022
An absolute con do not go with this company they lie about their cover!!! My dog had one claim and my premium doubled and then she had a problem with the same leg and they have rejected my new claim! I will be taking this further! Just please DO NOT GO WITH THEM how am I going to afford this now! That is why you take out insurance and just to let you all know they are quick enough to take £1000.00 premium from you!
Date of experience: December 30, 2022
Avoid this pet insurance, you might as well throw your money away.I have an otherwise healthy 5 year old dog who has just had a nasty bout of gastritis and needed veterinary care. Sainsburys have declined the claim, the only one I’ve ever made, by placing exclusions for gastro problems on the policy at the point the claim was made. Because apparently they can? My dog has no pre existing conditions as a reasonable person would understand that term to mean. Sainsburys however have excluded everything that he has ever had a vets appointment for, despite there being no ongoing treatment, illness, injury on record and not asking for this when the claim was purchased. If I’d known this was their approach i would never have purchased the policy and am now left out of pocket with a rejected claim and a list of exclusions to take with me to another policy. In terms of admin, haven’t had any difficulties in contacting them but they are useless, particularly as they actually then paid the claim and are now trying to recover it. Massively frustrating and stressful when you have a poorly pet and immoral to change the provisions on a policy to what you purchased. Currently writing to FOS and see many other negative reviews on here too. Avoid this insurance they are thieves.
Date of experience: January 13, 2023
Stunned. Just told that some lumps our pet had some 6 months ago are not covered.We went to see a vet 6 months ago about some lumps.We were told “not to worry”.Some months later she scratched one and ended up with an infection.At that point, the Vet provided antibiotics and we were then advised to have it removed.She’s been insured with Sainsburys for 5 months and no problems.They just told us its not covered.I’m embarrassed to have been employed by them at a senior level for over 10 years.AVOID
Date of experience: December 06, 2022
We took out a pet insurance policy with Sainsburys 2 years ago, have never had to make a claim fortunately so can’t comment on that.But what a shambles their administration is! In November I contacted them to give them my updated card details ready for this year’s renewal. I was told it had been recorded.This week I received a letter saying they had no payment details and could I phone them to update this.I tried on Tuesday but gave up after 10 minutes waiting for a reply.I tried again yesterday and did get through only to be put on hold for over 5 minutes just to be transferred to a secure line. Then the agent came back to tell me she couldn’t deal with it but would transfer me to a more senior member of staff. This was done but I was again put on hold to be transferred to a secure line. Then this more senior member came back to say there was a problem on the system which meant she couldn’t process the details. But an even more senior member of staff would contact me by phone to deal with it. Well, here I am still waiting, a most dissatisfied customer.
Edit – finally received a call at about 5:30 from the same agent I’d spoken to the day before. Went through the same process as in November and was told new card details had been recorded and I’d be getting a letter to confirm that………..we’ll see!
Date of experience: January 11, 2023
Unfortunately my puppy fell ill recently, I called Sainsbury’s free veterinary nurse and they gave me fantastic information to help straight away, they arranged a call back for 4 hours later to check on how she was doing and gave me additional advise. Thankfully the information given lead to us being able to avoid high vets bill by doing alternatives to help. Super grateful to Sainsbury’s pet insurance and glad we chose them for our little girl. I feel as though if we did have a problem and needed to be paid out we wouldn’t have any troubles with this.
Date of experience: November 25, 2022
I switched to Sainsbury’s pet insurance to halve the price compared to my previous insurer. I kept the insurance for a year before I had to make a claim. My dog had a lump on his back and they paid out for the vets recommendation to have it removed and checked for anything serious. Thankfully all was fine and the cost to Sainsbury’s was £750. When I got my renewal quote they had increased the premiums by £40 per month, so over 18 months or so they would have recouped the cost of the claim. Not what insurance is all about in my view so I switched again. There is no pre-existing condition as the lump was benign. Very disappointed.
Date of experience: November 29, 2022
MDMs Diane Benham
Took out a policy for my mixed breed dog (who the RSPCA said was an American Akita cross).A month later they asked if she was part American Bulldog to which I told them a DNA test I had done had shown she was 25% American Bulldog. At this they promptly cancelled her insurance as “they don’t insure that breed”. At no time did the application indicate this.
Date of experience: October 26, 2022
Poor customer service, everything done online (claims) and their claims team take a very long time to process claims. Our last experience 40 days! Once you get the claim decision, it will be a note ‘deep’ inside their portal with limited information. Problematic to dispute claims.
In summary, as a customer, hard to work with. AVOID
Date of experience: October 27, 2022
AVOID!I was sucked in by their misleading nectar points scam and left feeling frustrated by their patronising responses.Impossible to speak to anyone properly just get passed around and fobbed off, they happily cancelled my policy without really considering the nature of my frustration.Feel disappointed as I thought Sainsbury’s would be more reliable and honest.
Date of experience: October 20, 2022
Honestly the best claim experience I’ve ever had! In my experience insurance usually makes it quite difficult for you to claim. With sainsbury’s pet insurance I gave a few details about my dog and her vet online, and they literally did all the rest! Thank you for this great service 10/10⭐️
Date of experience: October 26, 2022
Pleasantly suprised how quick Sainsbury’s were to payout my cat’s insurance claim. I was initially very anxious reading the bad posts given the significant cost of paying for my cat’s recent trip to the hospital. The claim was actioned immediately and the only delays were on the vet providing information back to Sainsbury’s. In total, 1.5 weeks from first claiming to actual payout so very impressed and a huge relief during this stressful time. I’d certainly recommend this pet insurance provider (assuming they don’t do a huge price hike to renew his cover next year). Also it was very convenient that the claim form online is minimal and they work with the vets on the back end to determine the total costs.
Date of experience: November 23, 2022
CJC J Lyon
Disgusting customer services, you raise a complaint and they ignore you completely, they increase their premiums even when you don’t use the service, they give a blanket response when you raise it as a complaint rather than deal with things on an independent basis.
Date of experience: November 01, 2022
Oh dear, wished I had read these reviews before going to Sainsbury’s. Gave them all the information required, previous vets and operations, treatments, addresses. Dogs name, date of birth date we bought him. Underwriters cannot seem to correlate information correctly. So they take my DD and I don’t know if my dog is covered. Reading here i don’t expect to get my points without several heated telephone calls
Date of experience: October 04, 2022
Update: I see I am not the only customer who has been scammed and abused! Received another glib letter from Sainsbury’s today, again insisting I have received the bonus Nectar points. Not true – or show me!
It is no longer about the missing Nectar points worth £35; it is about getting justice for this non-existing enticement to purchase Sainsbury’s insurance. This is, at best, malpractice.
I am writing to the financial ombudsman and, failing a satisfactory solution, I will seek legal redress.
I hope others will do the same.
Date of experience: October 03, 2022
As with other customers I took out the Sainsburys Pet Insurance with the offer of £35 bonus Nectar points. They took the first Direct Debit 1st July. I’m still waiting for my Nectar points. I’ve contacted Nectar and they are “escalating my complaint”. I’m determined to get my bonus!!!!
Date of experience: September 21, 2022
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