Sainsbury’s Pet Insurance has mixed reviews. Some Sainsbury customers praise its quick payouts and helpful customer service. However, others have experienced significant premium increases and difficulties with claims. The insurance offers various coverage options, including lifetime cover and multi-pet policies. Sainsbury’s Pet Insurance is offered by Sainsbury’s Bank, which started trading in 1997 as the first major UK supermarket to open a bank. The pet insurance covers cats, dogs, and rabbits, with options for multi-pet policies. Sainsbury’s Bank acts as an introducer to Pinnacle Insurance, regulated by the Prudential Regulation Authority. The bank has over 2 million active customers and offers various coverage levels, including lifetime cover.
Sainsbury’s Pet Insurance has received mixed ratings from customers. On Pet Insurance Review, it has a rating of 1.8 out of 5 stars based on 251 reviews. Trustpilot users have given it a rating of 2.0 out of 5 stars. However, it holds a 5-star expert rating from Defaqto3, indicating strong coverage options and benefits.
Sainsbury pet insurance coverages
Policy, Coverage and costs
| Policy | Coverage | Monthly Premium for Cat | Monthly Premium for Dog |
|---|---|---|---|
| Lifetime | Up to $10,000 per year. | $25 – $35 per month | $30 – $45 per month |
| Maximum Benefit | Up to $6,000 per condition. | $20 – $30 per month | $25 – $35 per month |
| Time Limited | Up to $3,000, 12 months per condition. | $15 – $25 per month | $20 – $30 per month |
Other Coverages and Limits
| Coverage | Limits |
|---|---|
| Dental Cover | Up to $3,000 – $10,000 |
| Complementary Treatment | Up to $500 – $1,500 |
| Physiotherapy | Up to $500 – $1,500 |
| Behavioral Illnesses | Up to $3,000 – $10,000 |
| Overseas Veterinary Treatment | Up to $3,000 – $10,000 |
Other Features and Impact on Premium
| Feature | Details | Impact on Premium |
|---|---|---|
| Vet Fees | Covers treatment for illness and injury, including dental, behavioral therapy, and physiotherapy. | Higher coverage limits increase premiums. |
| Death/Loss | Coverage for death from accident/illness, lost/stolen pets. | Higher coverage amounts increase premiums. |
| Holiday Cover | Overseas vet fees, trip cancellation. | Inclusion of holiday cover increases premiums. |
| Pet’s Age & Breed | Older pets and certain breeds (e.g., those prone to health issues) cost more. | Significant impact: Older pets and high-risk breeds have higher premiums. |
| Location | Vet fees vary by region, affecting premiums. | Urban areas often have higher premiums. |
| Excess | The amount you pay towards a claim. | Higher excess = lower premium, and lower excess = higher premium. |
| Multi-Pet Discount | £1 per pet, per month discount. | Lowers overall premium when insuring multiple pets. |
| Nectar Card Discounts | discounts are available for nectar card holders. | Lowers overall premium. |
Sainsbury’s pet insurance claims review
Sainsbury’s Pet Insurance has received mixed reviews regarding its claims process. Some customers praise the ease of claiming and quick payouts, often within days. The online portal is also noted for being user-friendly. Other customers have reported difficulties in contacting customer service and claim denials. There are also complaints about significant premium increases, especially for older pets. The most important problems stated by these customers are:
- Claim Denials: Some reviewers express frustration with claims being denied, often citing issues with communication between Sainsbury’s and their vets.
- Customer Service: Experiences with customer service vary, with some praising helpful staff and others reporting difficulties in getting timely responses.
- Renewal Costs: Several reviews mention significant increases in renewal premiums, which is a common concern with pet insurance.
- Cash Back Issues: Some people have had issues tracking and receiving cash back offers, when purchasing the insurance through cash back websites.
Sainsbury’s Pet Insurance claim process
Understanding the Sainsbury’s Pet Insurance claim process is essential for pet owners. Here’s a general outline based on available information:
Veterinary Treatment: Your pet receives necessary veterinary treatment. Ensure you gather all relevant documentation from your vet, including invoices and treatment records.
Claim Form: You’ll need to obtain a claim form. This can often be done through the Sainsbury’s Bank online portal or by contacting their customer service. Accurately complete the claim form with all required details.
Documentation: Gather the necessary supporting documents, which typically include: Detailed invoices from your vet, showing their practice details. Your pet’s treatment history and medical records. If applicable, your pet’s passport for overseas treatment.
Submission: Submit the completed claim form and supporting documents. This can often be done online through the Sainsbury’s Bank online portal. It is also possible to send the documents by post.
Claim Assessment: Sainsbury’s Bank will review your claim and may contact your vet for further information. They will assess the claim based on your policy’s terms and conditions.
Claim Settlement: If your claim is approved, Sainsbury’s Bank will process the payment, minus any applicable excess.
Advantage and disadvanteges of Sainsbury’s pet insurance
Sainsbury’s pet insurance advantages- Pros
- Wide Range of Coverage Options: Offers time-limited, maximum benefit, and lifetime policies. They also offer different levels of vet fee cover
- Comprehensive Coverage: Their policies generally cover a wide range of veterinary treatments, including dental care (for illness and injury), behavioral therapy, and physiotherapy.
- Holiday Cover: The inclusion of holiday cover provides peace of mind when traveling with your pet within the PETS scheme.
- Multi-Pet Discount: Discounts available for insuring multiple pets.
- 24/7 Vet Helpline: Access to veterinary advice anytime.
- Quick Claims Processing: Sainsbury’s provide an online portal that helps to manage your pet insurance, and to submit claims. 95% of claims paid within 5 days
- Nectar Card Discounts: Nectar card holders can often get discounts on their pet insurance.
Sainsbury’s pet insurance disadvantages- Cons
- Renewal Premium Increases: Significant premium hikes, especially for older pets or those with prior claims.
- Claim Denials: Some customers report difficulties with claims being denied. claim denials, often related to pre-existing conditions or perceived communication issues with vets.
- Customer Service Issues: Mixed reviews on customer service responsiveness. some reporting positive interactions and others experiencing delays or frustration.
- Pre-Existing Conditions Exclusion: Pre-existing conditions are not covered, which is standard practice but can be a significant drawback.
- Age Limits: Upper age limit to start new policies (8 years for dogs, 10 years for cats).
- Cash Back Issues: Some people have had issues tracking and receiving cash back offers, when purchasing the insurance through cash back websites.
- Exclusions: Certain conditions and treatments may not be covered.
- Dependence on Vet Cooperation: Claims processing relies on prompt and thorough communication between the insurer and your vet.
Last Sainsbury’s pet insurance reviews
While Sainsbury’s Pet Insurance offers a range of coverage options and benefits, customer experiences vary significantly. The clarity of policy terms and communication during claims processing are crucial factors that influence customer satisfaction. People find that the online portal is very helpful, when it works.
Positive Reviews
- My vet picked a heart murmer that required a scan and bloods.direct claim was made and paid out in less than 5 days. excellent service.
- I rang today to add my pet onto my existing pet insurance. The lady I spoke to was so very helpful and thorough. Excellent customer service – thank you so much.
- I have had an issue with signing into my online pet portal account and unfortunately my dog Ozzy had to take an unexpected trip to the vets today. I called the customer assistance line and spoke with the most attentive and genuinely caring lady called Katie. She was fantastic, really put my mind to rest at a difficult time and went above and beyond to help me. I cant thank Katie enough and i hope this review is monitored and gets back to her. She gets a 5 star review from me and she is a credit to your team.
- I spoke to 2 advisors regarding switching my pet insurance as I wasn’t sure about the pre existing condition situation. Both were extremely helpful and explained it very accurately
- I took out pet insurance for the first time last year, and thank God I did – just before Christmas, my vet found a cancerous mass on my boy’s anal gland. All the scans and operations cost around £7,500, but thankfully, I had £5,000 coverage with Sainsbury’s. They paid out on 3 separate claims within days, no questions asked. I couldn’t have asked for better. Although I suspect there may be a hefty increase in my premiums come renewal time (my dog will be over 8 by then too), it’s worth it. I wouldn’t hesitate to recommend Sainsbury’s Pet Insurance.
Negative Reviews
- My vet picked a heart murmer that required a scan and bloods.direct claim was made and paid out in less than 5 days.excellent service.
- Avoid! Avoid! Avoid! they increase your police, robbers, they take money and never tell You about it- not even email will be sent to you!!!! avoid them.
- I have complained in a message to Sainsbury’s about how you don’t get the advertised gift pack and nectar points in the application process. They sent me a letter 21/11/24 claiming the marketing team will be in touch. They haven’t. Sharp practice and not operating fairly. Disgraceful. If I don’t hear from them, will take to Insurance ombudsman.
- I wouldn’t even give it one star. The service has been terrible with mistakes from the Sainsbury’s team in typos to wrong vets etc. I am waiting a month and still no where near getting my claim resolved which is approx. £300.00. Worst service I have ever received.
- Like other reviews here, when it came time to renew my pet insurance this year the new premium was more than double the cost of insuring my house and car combined. When I queried it I was just told that my dog was getting older and that vets in my area are expensive (I don’t think they are). Apparently it wasn’t possible to reduce the level of cover, but I could have £30 of Nectar Points as a goodwill gesture. Tempting as that was I graciously declined and cancelled the policy. After being with Sainsburys for 11 years it is obvious to me that loyalty only goes one way. I used to think quite highly of their Lifetime Cover, but no longer. They’re just trying to shame me into paying ridiculously high premiums. No more.
Sainsbury’s pet insurance review part-2
Sainsbury Positive Reviews 2
- I contacted customer service with regard to a new policy and initially spoke to Sharif who redirected me onto SuZanne on new policy today 23 rd Jan and was so impressed with their warmth and professionalism and the clear information that they have me.I opened my new policy for my cat Lord Percival and I’m very happy .Any time I have contacted Sainsburys let insurance all the team are excellant.
- I’ve had four claims with my pet insurance provider, and they’ve consistently made payments quickly and without hassle. Their service is reliable and efficient. Just be aware that your premium may increase after claims, but the peace of mind and prompt support are well worth it. Highly recommended!
- I have recently had to put in a claim – quite a large claim and I must say Sainsbury’s have dealt with it fast and efficiently taking away the added stress leaving us to concentrate on the recovery of our dog. I would highly recommend.
- Great experience so far. Had a concern around my cats health, called and spoke to a nurse instantly, no hold music, and then a call back from a vet within minutes to put my mind at rest. Was not expecting this level of service for the reasonable insurance premiums, pleasantly surprised.
- I speak as I find , and having just joined Sainsbury’s pet insurance this year. Unfortunately I had to make my first claim with them last week due to my dog ripping his leg open. Claim was dealt with and paid out in under 2 weeks 😀 Amazing service , many thanks.
- Super easy and fast claim submission and processing. Paid out in full minus the excess with no quibbles. Took stress of injured cat away. Highly recommend
Sainsbury Negative Reviews 2
- Unless you’re with a vet that claims for you automatically I wouldn’t recommend sainsburys, I’ve been waiting for a claim since November it’s now may , thank goodness it’s only a small amount
- Would give 0 if possible. Took out a policy after clicking on their website deal of 20,000 nectar points for signing up, which I did through that link. They advise these points take 60 days (after they’ve had two payments) then refuse to give them after contacting because you should have a code. They ask for your nectar card number on application and no code is mentioned. Total con.
- I have tried for days to cancel my insurance with Sainsburys. Impossible. It is impossible trying to get through their phone line and there is no other way of cancelling it. I will never use Sainsburys again
- I took their pet insurance because they PROMISED to give me 30pounds in nectar points. They DID NOT. The worst thing is that they made me wait almost 5 months before finally explaining to me the reason.
- Like many others here I have had poor service and when I complained it fell on deaf ears so I have called them today to cancel my policy. Aren’t these companies regulated to sell insurance? Supposed to have a complaints process? Well not this one and if you try to complain they just ignore you and use the excuse that they are “experiencing a high volume of calls”.
- Took out pet insurance with this bank and had it in place for a number of years. Unfortunately our cat was killed in a road accident. First time I had ever needed to claim and hoped i’d be dealt with patiently and with empathy – by a human.
- Cancelled my pet insurance. I moved 14 miles and they increased my insurance. I now live in a much safer place (a gated close) and use the same vets as they are excellent. I have not claimed.
Sainsbury Customer reviews part-3
Sainsbury Insurance Positive Reviews 3
- We have 2 moggies who both went lame as young cats (at 6 months and 3 years) due to luxating patellas and both required orthopaedic surgery. Sainsburys paid out for 4 very expensive surgeries without a quibble and both our kittens have grown into happy, healthy adult cats. We would never have been able to afford the surgery without the insurance settlement. They deal directly with the vets and the whole experience has been very positive.
- I have only been with Sainsbury’s pet insurance for a few months. I took it out because I lost my last dog in an accident that cost £2000.00 but he didn’t make it through surgery.
- Just want to say that Sainsbury is the best pet insurer I have ever had. Very quick, fair and thorough. Piece of mind
- This is my second claim with Sainsbury’s pet insurance, they have already given me £3500 in one year. I am a terrible customer for them lol. Two claims, one £3000 and another one £500 and all went ok. I am surprised. Thanks a lot!
- I have been with them for many years and they have always been helpful and quickly paid the claims I have made.
- I just wanted to say that sainsbury pet insurance are fantastic. Paid out within 3 weeks for our dogs very expensive operation. You made the whole experience less stressful and paid the vet directly.
Sainsbury Insurance Negative Reviews 3
- Cancelled my pet insurance. I moved 14 miles and they increased my insurance. Now I live in a much safer place (a gated close) and use the same vets as they are excellent. I have not claimed.
- Sainsburys pet insurance has to be one of the worst providers I’ve dealt with over the last decade. They have consistently made it difficult to process a claim, one which has been ongoing since April 2024 and still pending. Had a much better experience with Tescos pet insurance. Avoid at all costs.
- Do not bother, failed to pay for a claim for my pet, although it’s now a lifetime issue that I pay a ‘lifetime’ premium for. They also added new exclusions mid-term. Do not bother, absolute racket!
- I should have read the small print before taking my pup to the vets. I only got him checked because he had some discharge from his eye and I was about to take him away for a week.
- Pet insurance claim rejected, took out a policy online making payments to premium pet took ill and required emergency surgery. Made claim and they rejected claim and added exclusions and issued new policy, would not recommend this company.
- Maximum Premier cover and all agreed on the phone to then be told my claim is closed. The policy says cremation and lost pet reward and marketing covered. Terribly upsetting. It took me a lot of guts to make the claim as it hurts like hell.
- Call the Insurance Line at 4:55pm (closes at 5:30) and they answered the phone at 5:28, then proceeded to put me on hold then hang up at 5:35.
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