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Marks & Spencer pet insurance

Marks and Spencer
Kings Meadow
CH99 9FB

phone: 0800 731 4280

Offering Premier or Standard cover.

Underwritten by Royal & Sun Alliance Insurance plc.

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Reviews of Marks & Spencer pet insurance

1/5   WHAT A CON   10 January 2018

Reviewed By: SARA VALLARD, Recommend:

Absolutely disgusted with M&S pet insurance. Been with them almost 12 years now with 2 dogs. 1 we had to let go to sleep in December, never claimed for him, his sister has had diabetes since march 2015. Daily injections of insulin & 2 monthly blood tests because of her age at 9. You pay £90.00 excess & they claim back 20% of our claim for her. Fair enough I thought when she hit 9. But where in the policy book does it say that now Lola is 11 years & 10 months old you can put her insurance up from £787.87 last year to £1,275.37 - a rise of £492.87 + £90.00 excess & 20%. What a con.

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1/5   M&s waste of time and money   11 November 2017

Reviewed By: Joanne, Recommend:

Disgusting. My Jack Russell torn her left cruciate. Long story short m&s are refusing to pay the bill as the loophole says it's connected to the one she ruptured last year. Waste of time.

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1/5   Unjustified increase   6 November 2017

Reviewed By: Tracy, Recommend:

Don't touch them. Have been with them for 8 years. 2 small claims. Now he's 9 premiums have doubled because of risk regarding previous claims that won't happen again because he's been neutured. STAY AWAY.

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2/5   M&S Dog cover   12 October 2017

Reviewed By: An Owner, Recommend:

i took out M&S premier cover on our rescue dog, she was 4 yr old then. The first year's the cover was £26.50 p/m. which seemed fine. However it turns out that our dog has allergies so needed to be tested and have a monthly injection ever since. Our premiums are set to go up to £176.32 per month from Dec. I have done a bit of analysis and the avg percentage increase year on year is 38%. M&S now seem to want us to pay almost 7 times our starting premium.So that's from £318 in the first year to £2115.29 in the 5th year - that's quite an increase. I'll be looking elsewhere. Otherwise if my dog lives to 12yrs and there's a 38% increase between now and then...... i'll be looking at over £7,000 in premiums and approx £600 a month.What other insurance costs so much or goes up so much?

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 In the same boat .. my 9 year old standard poodle also has allergies and needs monthly injections, which I give him. He has no other issues and has only ever been insured with M&S on the Premier plan. I checked my bank today as I didnít get a renewal letter this time and Iím shocked his premium has just increased to £251 per month, thatís £3022.00 for the year, up from £2300 last year. The treatment costs are £500 per year, not sure what the insurance covers apart from an outrageous… (read more)

comment by: Jackie, 14 November 2017
3/5   Good service but expensive   10 October 2017

Reviewed By: Angela, Recommend: Y

My dog has been insured with M&S for years. In 2013 he was diagnosed with Primary Lens Luxation and had to see a specialist. So the good points... M&S were brilliant, friendly, helpful and paid the vet direct very efficently. The bad... My premiums have gone through the roof, last year it was £980 and my latest renewal is £1385 per annum. However, they did pay out £1800 over the past year, so in the end who is to blame for the increase...the vets who charge high prices.

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1/5   Such bad claims management   5 October 2017

Reviewed By: Lucy , Recommend:

NO customer service. Operative actually sniggered when I was explaining my issues. Claim outstanding since May, it seems they will do their best NOT to pay. Massive premium increases after first claim and then rapidly declining service. M&S you should be ashamed!

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2/5   Unjustifiable increase rate for an old cat   7 August 2017

Reviewed By: Mana A, Recommend: N

I have just cancelled my policy with M&S for my 12 year-old cat. I had the policy throughout her life (cf. my cat is pedigreed, neutered, and my policy is Ďpremiumí (most expensive type)). For renewal, I was told the premium would go up to £30/month from this month. The increase rate from last year (2016->17) is 60%, and the previous year's increase rate 53% (2015->16). She was diagnosed with an early stage of kidney failure, and I made 2 claims in the last 2 years (got back only about £100 in total). Using my data, I did a quick simulation calculation, and it looked like the policy would be £116/month when she reached 16! Maybe exaggerated, but I was convinced it wasnít worth it. It was of course difficult decision as I had been paying so much money already when she was relatively young and healthy (I donít have a record in the first few years, but roughly, I must have paid about £1800 in the last 12 years). But M&S shamelessly continues to increase the policy rate x15 more than the inflation rate when your pet is ill and you make a claim anyway (if the same kind of increase rates continued, I would have paid about £5600 when she was 16). The excess applies every year, which isnít great either. I will now start saving that £30 into a pot for vet bills. I had another cat insured with M&S, who died of kidney failure 2 years ago. They do have some death-related covers, but my record suggests it was only £174 after excess I got compensated. If anyone is wondering if they should cancel their M&S policy for an elderly cat Ė do your calculations and think about going without any insurance.

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5/5   Excellent   26 July 2017

Reviewed By: Rob, Recommend:

Prompt and full claim paid, no fuss, easy to use.

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1/5   Premium Hike   29 June 2017

Reviewed By: Jacob, Recommend:

I was initially impressed with M&S as they had decent reviews and competitive prices. I insured my French Bulldog with them since being a pup. I have never made a claim and today I have recieved the renewal with a £112.69 annual increase! (On top of the 400p/a I already pay) Cannot seem to fathom how they have come up with this figure. I won't be continuing cover with them and would advise anybody else to cancel as this will just keep on increasing year or year at a ridiculous rate.

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1/5   Disgusted!!   21 June 2017

Reviewed By: Denise, Recommend:

I have been paying over £30 per month for 7 years to M & S to insure my little dog. This is the only one time I have needed to claim, for a scan and operation costing £4,000. Marks and Spencer say the maximum I can claim is £910!! WHAT A RIP OFF! SHAME ON YOU ALL. As for Marks and Spencer - well .. thank you for nothing.

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1/5   Extortionate price   26 May 2017

Reviewed By: Lee, Recommend:

I actually was impressed with them at first, they paid all my claims without any queries. However each year my renewal goes up an extreme amount and this year it has gone from £69 to £100 a month and my dog is only 7 years old. This is extorniate and I will have no choice but to cancel my policy as I can't afford this. Don't know how they can justify these costs, my policy started out at £26 a month :@

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1/5   French bulldog   4 February 2017

Reviewed By: Aisling Bryan, Recommend:

My query with you has been going on since 11/10/2016, my dog was castrated, the vet did an x Ray of his mouth we didn't know about, when we collected him, the receptionist explained how we could claim on our insurance and their wouldn't be a problem their end at the vets, sent claim in M&S said they didn't receive it back to the vets another claim sent in, letter received today saying he has an oral condition, no he has not and the vet will tell you so, if you bothered to listen To what I am saying which you don't, worse customer service ever will I insure again.... NO chance......don't ever insure with them folks quick to take your money, but absolutely don't listen

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1/5   Cat Insurance   28 January 2017

Reviewed By: S malone , Recommend:

Very expensive as the years went on . Phoned them about It I got fobbed off . I have been with m an s a few years and never made a claim . Not the best company to deal with its day light robbery . They get money for nothing .

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1/5   rip off   21 January 2017

Reviewed By: stephen sansum, Recommend:

i won't be renewing with this rip off company, my premium renewal has shot up by over £150 last year it was just under £200, this year it has jumped up to over £350 pound, can get insurance elsewhere much cheaper than what this crooks are now wanting, not only this they have changed the policy also,takes them months to pay out also, what a joke

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3/5   guarenteed premium increases regardless   1 November 2016

Reviewed By: David, Recommend:

We have two labs on the policy for their 'multidog' discount, one had been on for a year and we had to unfortunately claim for her but the pup was on for just 2 months prior to renewal. For our eldest the premium went up by £105 per annum, presumably because we claimed (relatively painless process but took 4-5 months), but they also put up the pups by £20 per annum (after only two months - mental). As we've got lifetime I won't be moving the eldest as it isn't an ailment that will go away and we're kinda stuck now but we won't be renewing for the pup. I can get it £100 cheaper elsewhere, including M&S who are offering cheaper on their own website.

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1/5   A 170% increase in premium in ONE YEAR!!!   7 September 2016

Reviewed By: W Gowlett, Recommend:

PLEASE steer well clear of M&S Insurance. It's an absolute rip-off. Like others, we chose M&S as considered it to a reputable and well-known company but how very wrong we have been proved. We have just received this year's renewal for our 8 year old cross breed dog. We took out M&S pet insurance in 2008 which cost £183.43. In subsequent years the premiums have risen steadily: £227.88, £275.88, £371.88, £413.76, £614.16, £767.64, £959.64 and NOW a 170% increase to £2,600.47!!! They are out and out crooks and M&S out to be ashamed.

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 I'm on my second year, I have just had large increase in payment as I claimed in first year. My jack russel has just had patella operation on both legs, cost £2800 plus £160 consultations plus travelling expenses to Ipswich. MS only paid £950 as two legs apparently is one condition. Now I know how much my future payments could rise to I will have to look for another insurer

comment by: Kate, 21 September 2017

comment by: SALLY HASTINGS , 25 January 2017
1/5   M&S pet insurance   26 August 2016

Reviewed By: Robert Hockless , Recommend:

Think twice before getting M&S pet insurance, there are far better insurance providers than M&S. I have had M&S pet insurance for 9 years and in the last years of the policy I needed cover as my dog became epileptic. M&S tried every con they could not to pay vet fees and in result I paid 65% of the cost. Sadly my dog passed away and a vet was called out to confirm and take my dog to be cremated, once again M&S stated cremation is a complementary treatment so this is not covered and the cost of the vet is also not covered as they deem this as excessive and I could have waited until the morning, my advice put money in a bank account to cover any pet issues but if you feel you need insurance don't trust M&S. To make things more annoying I was informed a customers service member would call 3 days and counting still no call, well done failed again, I issues with M&S go on and on check your policy's your not covered.

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 I think putting money in the bank is a great suggestion but only if you can afford to put many thousands in the bank/other investments you can ultimately get your hands on in a week or so. If your young dog needs a £6000 operation or emergency care and you have saved a few hundred pounds - this isn't going to help.

comment by: Stan , 17 October 2016
2/5   22% hike in premiums on 3 yr old healthy dog   8 August 2016

Reviewed By: A J Jones, Recommend:

Just received our renewal notice for our PMD. She is three years old with no claims. The premium has gone up 22%, which I struggle to justify. I spoke to M&S who started to explain to me how insurance works, I cut them off mid-sentence and said that no claims means a discount in other areas of insurance and that, like so many companies, M&S spends more on discounting for new clients than on retaining existing!

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2/5   Wrong amount paid out plus a 34% premium hike   28 June 2016

Reviewed By: Clive, Recommend:

Our dog has an ongoing problem which has resulted in 2 small vet claims over about 10 years. This last policy year it was £27.77 after deducting the £70 excess but I had to challenge their initial payment which was paid out in default at £2.76p before being successfully challenged. Then the annual premium was increased by some 34% or so! It seems we have good policy terms generally speaking but these experiences question active working conduct as being neither client friendly nor a credit to the companies (plural) involved under the M & S system. At this age of a pet we are held over a barrel as reinsurance elsewhere seems to be impossible. Hey-ho! Pay or chance it and they know that!

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1/5   Caught out by small print   21 June 2016

Reviewed By: Jane, Recommend:

Just had an almighty shock and a salutary lesson in reading the small print. VERY expensive M & S insurance for our dog (£403 per year which is more than our house and car insurance together) will only pay out £1000 per illness up to 4 illnesses a year. Now I know I should have seen this but WHAT a poor deal!! Our dog has had a gastric problem for the last 5 weeks which has now been diagnosed as Indolent Lymphoma which has cost several thousand pounds. She won't get any more form the insurance now until septembers renewal date. READ THE SMALL PRINT but its still a VERY POOR DEAL and costs a lot. Sainsburys is so much better and thank heavens the cat is insured with them. LESSON LEARNED AVOID M & S pet insurance.

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 have just read yr commentand I have today just received notice from M & S re premium, which has gone up £100 in one year...daylight robbery....main reason for comment is noticed yr dog has a gastric problem...can I suggesgt u check out a book c alled Dog Diet (can't remember author) and also her other book "Itchy Dog"..(I have lent book out to neighbour so can't remember name)...both books are brilliant reading and full of great info. for all dog owners on "raw food diet," which I have just… (read more)

comment by: betsey smith, 16 July 2017
 Our dog has sadly been put to sleep. We face a huge bill not one penny of which I regret but I do regret M & S pet insurance being so expensive and so useless.

comment by: Jane, 19 July 2016
1/5   time to settle claims and huge premium increases   20 June 2016

Reviewed By: Fiona, Recommend:

Boxer now 9 years old, initially M & S seemed reputable and providing good cover...however he is now costing nearly £200 a month to insure and we pay 20% of bills in addition to increased excess. Claim submitted by vet in April still not processed. Last claim took 4 months to pay out. Wish I'd never assumed M & S would mean quality product.

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2/5   Take to long to settle claims, Two excesses taken   16 April 2016

Reviewed By: Mr Sainsbury, Recommend:

Not happy here with M&S Dog insurance took over 28 days deducted 2 excesses as the X-Rays were carried out on the renewal date, no treatment required after this date. Poor service did not follow there own letter information.

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3/5   Reliable but gets pricey with age   8 March 2016

Reviewed By: Chris, Recommend: Y

Insurance for cat started out at about £100 per year. I made several claims and they always stumped up. They lose marks for continually ramping up costs, £600 per year now, though I expect most insurance companies would do the same if you have to claim lots!? 3.5/5 for me. Had the price increases been more reasonable would've been a 5/5.

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1/5   Mind boggling extortionate   3 March 2016

Reviewed By: Jackie, Recommend:

Like a lot of people here I insured my dog with M&S 10 years ago believing they were a reputable company. Admittedly I've made some claims as my dog has got older,some of them hefty, but I don't feel this warrants the £140 a month they're now asking for. Friends and fellow dog owners, many with old dogs, are aghast when I tell them. The annual renewal doesn't just go up a few pounds, it leaps up by £40 a time. It's disgraceful. I rang them and they told me it's because I've made claims. Is that legal? I'm going to investigate. Be warned, do NOT get caught up in M&S pet insurance, no matter how much you like their food!

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 yes I have also just yesterday received my renewal premium which has gone up £100 since last year.....but is it not the case that M & S are only agents for Royal & Sun Insurance who are the insurance company and says so at the bottom of their letter...but R & S Insurance are used for most i.e. Asda, Argos Tesco etc etc....these supermarkets will be getting a percentage of all sales achieved don't you think?

comment by: betsey smith, 16 July 2017
 I have passed this info on to some of the pet owners on this site.....if your pet is having certain gut issues or skin issues...please check out a book I picked up (well 2) after hearing author on radio, and also read a review about her. Books I have given to friend this week, and simply can't remember authors name, but "Dog Diet" and "Itchy Dog" is name of the books, and they are brilliant...she advocates a raw food diet....but don't be alarmed as I bought mine after reading book, in "Pets at… (read more)

comment by: betsey smith.., 16 July 2017
 Can I recommend a brilliant book called Dog Diet, and also authors other book "Itchy Dog" the recommendations and suggestions of certain supplements is simply brilliant, as she maintains we should try the "raw food" diet she put her very poorly rescue dog on and brought him back to perfect health....she really is brilliant, but sadly at this moment her name I can't remember and the books are doing their round with some friends....but you will be able to check them out on Amazon I am… (read more)

comment by: betsey Smith, 16 July 2017
 I contacted Watchdog about Marks and Spencers pet Insurance last year but heard nothing back. Maybe if more people contact them they would look into this robbery that is going on. Marks and Spencers certainly does not mean qualty.

comment by: Heidi, 24 November 2016
 I've just been on to their Customer Servive team, as I have the same issues. My little dog will be 9 next month and he has had a few health problems over the years, but we haven't put any claim in for about 18 months. We have been to the vet throughout this time but didn't bother going through the insurance as we would of had to pay the first £75 pound and we knew this would reflect on our insurance payments on renewal. However, the renewal has come in and it's jumped up yet again another £30 a… (read more)

comment by: Julie, 22 October 2016
 I too have had this experience with a Pet Insurance from 'Protect Your Bubble' which gave me a discount because I had other policies with them. This year they have ramped my premium to £150 per month. The problem is that Insurance premiums are not actually paying for pet medical expenses. Whilst like any insurance policy, individual risks are evaluated in terms of their risk otential, our premiums are spent on the Stock Market where any profits are used to payout on claims. So, until only very… (read more)

comment by: Andy, 22 July 2016
1/5   Do not insure with Marks and Spencer   7 January 2016

Reviewed By: Chris Leah, Recommend:

As our dog has grown older the cost of insurance has grown ever more prohibitive. They now want us to pay £3771 per annum to insure our 13 year old Labrador. We have never had a significant claim. They exclude claims for treatment such as Hydrotherapy which helps our dog with his Arthritis. We wish we had banked money to pay for treatments required. I would advise owners of young dogs to avoid Marks and Spencer and open an account to save for potential problems.

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1/5   Terrible when your dog ages   27 November 2015

Reviewed By: Kate Wilks, Recommend:

I have had a policy for my dogs(brother and sister) for 10 years and pay £100 a month. I have claimed once before (small amount) in their lives. I claimed for a test and operation on the male dog (for lipomas) when it came to claiming I was charged the excess fee twice as the claims came either side of the policy year. I was not told this when I rang up for a claim form. When I think of how much I spent I wish I had just set up a savings account for the dogs. P.S. They are very charming and helpful on the phone, but it does not make up for the cost.

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5/5   Excellent policy   3 November 2015

Reviewed By: Milne , Recommend:

We had our dog insured with the premium level insurance through M&S from 8 weeks old. She was diagnosed with cancer at 6 years old and had to board at a vet school for 4 weeks for radiotherapy. This cost nearly £6500 and M&S insurance paid out without any questions. She beat the odds and survived another 4 years and all we had to pay was the excess of £75 once a year. We had a lot of claims for further tests and chemotherapy as well as Claims for fuel to drive the 150 miles to the vet school for follow up appointments. Some pet insurances have limits per condition so it's well worth reading the small print. The premium policy covers your for £7,000 per year. Although our insurance premium did go up over the last few years we were happy to pay this as if it wasn't for having such a good policy our dog wouldn't have been able to get the best treatment available to her..

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1/5   Do not insure with M&S   9 October 2015

Reviewed By: Jacqueline Roberts, Recommend:

I had my two dogs insured with M&S until their premium practically doubled.The eldest dog had a dental procedure in June costing over £400 and after numerous excuses from them and phone calls from me they have finally this week informed me my policy does not cover dental work.I can accept we cannot claim but what I don't understand is why it's taken 4 months to tell me.I have decided not to renew with M&S and have gone to Petplan on friend's recommendation, they can't be any worse.

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3/5   Price just keeps on increasing   15 July 2015

Reviewed By: Jane L, Recommend:

Have had Charlie insured since a puppy with M&S (2008) - yes the price keeps going up but felt ok with it until the renewal following a cruciate ligament op in 2013 - went up by £13 per month to just under £30. Fair enough they paid up quickly but the condition was limited to £1k (basically we had to pay the other £1K). The other cruciate ligament went in March this year at another £2k - again paid up the £1k max per condition without any problem. Renewal - well, has just gone to £44 per month! Am needing to get my other dog insured - just searching web and can get them both insured for less. I know where I am now heading! £1k does not cover much at all in the vet world!! I think the vets have a lot to answer for too with increasing costs??

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1/5   Premium doubled on 1st renewal   2 July 2015

Reviewed By: L A, Recommend:

No claims so how can the justify doubling the premium ?? Cancelled Policy immediately.

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1/5   Price hike at renewal   11 June 2015

Reviewed By: Sue, Recommend:

My dog is only 4 and fit and renewal has just gone through the roof from £28 per month to £43! I have not renewed and got an equivalent quote from sainsburies for £24 per month.I went with m and s as I thought they had a good reputation however the lady on the phone that I spoke to could not understand the price hike either but said it could not be reduced. Its a shame but they just lost my custom.

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 We use Sainsburys, and I have been pleased with the service, but it appears like everyone our policy has rocketed at renewal from £28 to £37!! £112 per year more, phoned them and they can't or will not budge,poor dog is only 2.5yrs old, heaven knows what it will be when he is 6!! ( 1st yr£25 2nd yr£28 3rd yr£37... but they blame ins tax ????? but looks like everyone is in the same boat, so sad, its cheaper to ins my home and contents...

comment by: KATHRYN, 12 November 2015
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