I've been with Bought By Many / Many Pets for 5 years and never had an issue. I put in roughly 4-6 claims a year and they're always paid within usually a week. Higher value claims have taken a bit longer but have always been paid

I’ve been with Many Pets for about 8 years now and have never had any problems at all. I have had a number of claims paid out (including some large ones for surgery) and they have all been paid. Obviously the larger claims take longer which is to be expected as they check information with the vets. My experience this week (as usual for an ongoing condition) was I submitted my claim and it was paid the same day! I cannot fault them.

I am writing here the complaint i have written to many pets after months of chasing them up. I want people to be aware of the inefficiency of that company.
To: ManyPets Claims Team
Policy Type: Complete 15k
Pet: Coco (Male – Shih Tzu x Poodle)
Claim Amount: £543.15

Subject: Formal Complaint – Negligent Claim Delays, Unauthorized Policy Amendment, and Lack of Medical Competence in Handling Claims

Dear Claims Team,

I am writing to formally escalate my complaint regarding the unacceptable delay in processing my claim, the unauthorized alteration of my pet’s policy status, and a deepening concern about your company's apparent lack of biological and veterinary understanding in handling medically significant insurance claims.

Delayed Claim – Now Over Six Weeks
As clearly shown in your system (screenshot attached), my claim for Coco was received and logged on 10th March 2025. Today is 24th April 2025. It remains “in the queue,” with no progress. This is a 42-day delay for a routine vet bill claim amounting to £543.15 — a delay that is not only unjustifiable, but is now directly affecting my ability to fund necessary further diagnostic care.

Medical Risk – Urgent Need for Allergy Test
Coco is a male Shih Tzu x Poodle, a breed predisposed to atopic dermatitis, food hypersensitivities, and environmental allergies. He is currently experiencing a range of unresolved allergic symptoms. Without an allergy panel or intradermal testing — both of which are time-sensitive diagnostics — his condition cannot be properly managed.

Do your claims handlers possess any biological, veterinary, or clinical training whatsoever? Because it is evident from your handling of this claim that there is no understanding of what it means to delay diagnostics in animals showing progressive allergic reactions.

Allergies in dogs, especially in small crossbreeds like Shih Tzus and Poodles, can result in:

Chronic pruritus (itching leading to secondary infections)

Recurrent otitis externa

Malassezia dermatitis and pyoderma

Gastrointestinal upset

And most critically, anaphylaxis — a condition that causes rapid onset hypotension, respiratory distress, vomiting, collapse, and, if untreated, death.

If this sounds dramatic, it is because it is a clinical reality. Delaying diagnosis means delaying treatment. In cases of IgE-mediated allergic response, exposure to even minute quantities of an allergen can trigger a cascade involving mast cell degranulation, histamine release, and multi-organ involvement. Veterinary professionals understand this. Does your team?

Your refusal to pre-authorise treatment, combined with your poor reputation among veterinary clinics for slow and unclear claims processing, has now led my vet to decline direct claims with ManyPets. As a result, I am stuck between an inefficient insurance provider and a necessary but expensive test I cannot delay any further.

Unauthorized Policy Alteration
Adding to my concern is your decision to change Coco’s policy to state he is neutered, which is false. I never authorised this change. I demand to know:

Who made this change?

Under what authority?

What impact could this have on my claim or future cover?

How and when it will be corrected?

Unilateral alterations to policy details without owner consent is not just unethical — it may have legal and data protection implications.

Immediate Demands
I am requesting the following within 48 hours:

A clear explanation for the delay in processing claim los_VyBv86 and a date for reimbursement.

A decision regarding immediate pre-authorisation or direct claim support for Coco’s allergy diagnostics (£750).

A written explanation and immediate correction regarding the false neuter status applied to Coco’s policy.

A detailed outline of how ManyPets handles emergency medical situations, given your refusal to pre-authorise and the widespread vet refusal to engage in direct claims with you.

Clarification on whether your claim handlers are medically qualified to assess situations involving clinical urgency.

I am not requesting another vague apology — I want clear, structured answers and confirmation of action. If I do not receive this, I will escalate this case to the Financial Ombudsman Service, and will also consider referring this matter to the Royal College of Veterinary Surgeons and data protection authorities for further advice.

Additionally, I reserve the right to publish my experience, as pet owners deserve to know if their insurance provider is a help or a hazard in times of genuine medical need.

I urge you to treat this matter with the gravity it deserves.

Sincerely,
Sanushi