Since the changeover from BoughtByMany (an excellent company that we never had a problem with), ManyPets service thus far has been diabolical.
Our dog has IBD which means she needs ongoing dietary supplements that have to be purchased through our vet. We were told by ManyPets that we could claim for this. Initially, we let our vet make the claim on our behalf in December 2022. By early January, neither we nor the vet had heard anything from ManyPets, so we chased them up. They told us that they'd had no communication from our vet. We spoke to the vet and they told us that they had contacted ManyPets and showed us proof of such. We assumed that the claim had gotten lost in the system, so my wife told the vet to close it down and that we'd deal with ManyPets directly. She contacted ManyPets and opened a new claim.
That was January 11th, 2023. It is now March 27th and after chasing them a number of times all we receive are fob-off automated emails from ManyPets saying that "they have contacted our vet for further information.....blah, blah". On our ManyPets account, I checked the status of our claim, and there is nothing further listed other than the initial claim being made on January 11th. So there are no updates of them contacting our vets.

So a few days ago, we asked our vet if they had heard anything. They told us that they have received NO contact from ManyPets whatsoever regarding the claim nor any information requests. Our vet also told us that because of so many problems that they have had with ManyPets, they now refuse to deal with them directly.

I sent ManyPets a very strongly worded email demanding to know what is happening. For all the good that will do. If they do ever respond, it's the same automated reply as mentioned above. Four days later, I'm still waiting. Phoning them doesn't help either as you are just left hanging.

Adding insult, they have just increased our monthly fee by twenty pounds without any warning, so we're paying nearly double what we were for a service that we're not getting. With BoughtByMany, it was their policy that claims made would not affect our yearly renewal. Not the case with this ManyPets it would seem. If we change insurance companies, our dog's supplements won't be covered as it's an existing case. So it would seem, ManyPets have got their existing customers over a barrel. We have another claim for medication waiting to go in, and they still haven't sorted this one yet. At present, we are hundreds of pounds out of pocket.

I'm giving them two more days to give me a proper update on what is happening with our claim. If they fail to do so, I will be reporting them to the insurance ombudsman and trading standards. My patience has run out.

As I said, when they were BoughtByMany, claims were a breeze, and the service was excellent. ManyPets one-star reviews on Trustpilot speak volumes.