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Review Details Part 1

Marks and Spencer Pet Insurance  –  Customer Reviews

This page provides details of feedback we received in our 2014 Claims Satisfaction Survey in which we simply asked customers how satisfied they were with the way in which their claim was dealt with. All reviews are from policyholders who made claims during the period 1st October 2013 and 30th September 2014.

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Average Claims Satisfaction Score

4.6 / 5
5 Stars
4 Stars
3 Stars
2 Stars
1 Star


Aug-14 - Rob from Wakefield - 5/5
Always pay out quickly. Never had a claim rejected or questioned despite claiming around £7000 in 7 years.
Jul-14 - Hilary W from Macclesfield - 5/5
"Second claim in 4 months, both dealt with promptly and efficiently."
Jun-14 - Linda Cole from Sittingbourne - 3/5
A bit slow to pay out despite it being ongoing claims. Approx 4 weeks ( sometimes more before the money come back to us ) but they have always paid out for everything
May-14 - Jo from Wokingham - 4/5
They paid out quickly however I did have to call at one point as I hadn't heard how the claim was progressing. I paid the vets and they sent the paperwork to M&S.
Apr-14 - Alma from Sheffield - 4/5
"first claim ever, they paid directly to the vets, however my premiums have rocketed since, so fed up in general of all ins companies."
Mar-14 - Carol R from Southampton - 5/5
"Helpful, responsive and paid up quickly."
Jan-14 - Mary C from Hertfordshire - 5/5
"Vet dealt with claim, received payment in about 3 weeks, no quibble."
Oct-13 - Liz L from Whitstable - 5/5
My dog had an emergency operation for bladder stones on the day his insurance came into force. There was no quibble regarding the claim - I thought they may have said that the stones were pre-existing and thus wouldn't pay out. He is a rescue dog and there was no indication he had a problem until the day he needed surgery. However the stones would have been formed over a long period so I was fully expecting the claim to be queried - and it wasn't. My vet did confirm that there was no previous indication of a problem until the day the emergency surgery was required. I have to pay my vet direct and then reclaim the amount. The payout took about 10 days to arrive - insurers will pay the vet directly but my vet likes the payment to be made at the time of treatment.
41640 - Gail M from Edinburgh - 5/5
"No quibble, specialist referral, and paid promptly - vet dealt with claim"

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