Is Insurance Emporium Pet Insurance Worth It? Reviews 2025
Our Expert's Opinion on Insurance Emporium
Insurance Emporium is a specialist UK insurer (Equine and Livestock Insurance Company Limited) offering pet cover tailored mainly for accident-only veterinary expenses and public liability. Its flexible contract structure (annual, monthly calendar or lunar cycle) lets pet owners adapt their cover to changing needs. The core formula is strictly limited to accidental injuries—illnesses are entirely excluded—offering reimbursement up to stated limits per accident, with complementary therapies (hydrotherapy, acupuncture, laser, etc.) included upon vet referral. The public liability cover is robust, topping at £1.5M on monthly policies, positioning Insurance Emporium competitively on the UK market for owners prioritising liability protection. Pricing is considered competitive, especially in the Gold plan, with straightforward policy administration and cancellation fees capped at £10. Insurance Emporium is a solid provider, heavily engaged in claims communication, and receives strong client feedback regarding accessible, fast claims (typical handled within working week, often direct to vets); it systematically responds to 99% of Trustpilot reviews—though the average rating is not specified, there are over 100 reviews indicating an established service reputation. Particularly well-suited to owners on a budget seeking basic accident-only cover or strong third-party protection, especially for young, healthy animals without pre-existing conditions, rather than those needing full illness coverage or seeking premiums unaffected by claims.
- Flexible cover periods: annual, calendar or lunar monthly
- Accident-only vet fees plus a range of complementary therapies
- Public liability up to £1.5 million per claim
- Competitive pricing and clear contract structure
- Simple, quick claims process with direct vet payment option
- High customer responsiveness and detailed communication
- Cancellation at any time, low cancellation fees
- No illness coverage, accident-only vet fees
- Franchise and cover limits variable, always check policy schedule
- Premiums may rise after a claim
- Many exclusions: hereditary disease, routine and preventive care
- Occasional delays for claims needing further vet info
- Insurance Emporium Guarantees
- Insurance Emporium Exclusions
- Insurance Emporium Rates
- Assistance Insurance Emporium
- Customer feedback on Insurance Emporium
- How to contact Insurance Emporium?
- FAQ
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Insurance Emporium Guarantees
Insurance Emporium offers modular pet insurance for UK residents with two main covers: Accident Only (vet fees) and Public Liability Only. The Accident Only plan reimburses only costs related to accidents, strictly excluding all illnesses, with the reimbursement ceiling and per-claim excess set by the individual policy schedule; it includes additional treatments such as hydrotherapy, acupuncture and physiotherapy on veterinary recommendation. Public Liability covers damages to third parties caused by the insured dog, up to £1.5m (monthly contracts) or £1m (annual), but excludes damages to relatives or during professional use, and breeds with known behavioural risks. Insurance Emporium clearly stands out by providing quick claims processes and complementary therapies after accidents as standard, but lacks any illness, routine, dental, or prevention coverage—major limits for comprehensive health needs. There is no “all-in-one” or illness-inclusive plan, and all accident and liability covers are restricted to UK, Channel Islands, and Isle of Man only. Anyone seeking broader reimbursement (illness, prevention, dental) will find significant exclusions and should read their Policy Schedule carefully.
| Guarantee Name | Accident Only Vet Fees Cover | Public Liability Only |
|---|---|---|
| Formula positioning | Accident cover only | Liability cover only |
| Type of cover | Accidents only, no illness | Third-party liability for dog only |
| Animals insured | Dog (others NC) | Dog (others NC) |
| Reimbursement rate (%) | NC; limited to cost of accident care | Not applicable |
| Annual reimbursement ceiling | As per individual Schedule | £1.5m/month, £1m/year |
| Excess (annual/per claim) | Per claim, amount per contract | Yes, amount per contract |
| Min/max age for dogs to enroll | NC | NC |
| Min/max age for cats to enroll | NC | NC |
| Health questionnaire required | Declaration of good health required | Declaration of behavioural health |
| Waiting period for illnesses | Illness never covered | Not applicable |
| Waiting period for accident | NC | Not applicable |
| Lifetime cover after subscription | Renewable during good health and payment | NC |
| Standard/emergency/specialist vet consultations | Covered if accident only; up to £90/referral | Not covered |
| Medications | Covered if for accident only | Not covered |
| Hospitalisation | Max £40/stay, minus 10% accommodation | Not covered |
| Ambulance | NC | Not covered |
| Surgery, anaesthesia | If following accident only | Not covered |
| Scans, MRI, ultrasounds | If following accident only | Not covered |
| Laboratory tests | If following accident only | Not covered |
| Radiotherapy | Not covered | Not covered |
| Dental care | Not covered (no routine/preventative) | Not covered |
| Scaling/detartrage | Not covered | Not covered |
| Prevention package (amount/type) | Not covered | Not covered |
| Complementary medicine (osteopathy, acupuncture etc.) | Hydrotherapy, acupuncture, laser incl. post-accident | Not covered |
| Therapeutic diet | Not covered | Not covered |
| Countries covered/travel | UK, Channel Islands, Isle of Man only | UK, Channel Islands, Isle of Man |
| Death/cremation | Not covered | Not covered |
| Euthanasia | Not covered | Not covered |
| Theft/loss/search fees | Not covered | Not covered |
| Boarding fees | Not covered | Not covered |
Good to know
- All vet fee reimbursements are strictly limited to new accidents during the contract, not prior events or any illness (even complications); diagnosis-only costs are excluded unless trauma is proven.
- Complementary treatments (e.g. hydrotherapy up to £250/accident, homeopathy, physiotherapy) are included within accident limits but only with veterinary prescription.
- Annual vaccinations and routine veterinary checks are mandatory for cover to remain valid.
- No “wellness”, dental, or preventive care costs are accepted; no cover for elective surgeries, reproduction, or pre-existing conditions.
- Claims notification must be immediate and in line with policy rules; reimbursement ceilings, excess and certain limits vary per animal and are found only on the individual Policy Schedule.
Insurance Emporium Exclusions
The Insurance Emporium stands out for its strictly accident-only veterinary cover: all illness-related expenses, even those resulting from accidents predating subscription, are entirely excluded—making its scope much narrower than most competitors’ full medical policies. Treatments considered preventive, routine (such as dental scaling, vaccinations, and neutering), aesthetic procedures, behavioral therapies, and costs from obesity or reproductive events are also systematically excluded. Claims are valid only for incidents occurring within the UK, Channel Islands, or Isle of Man, with no overseas extension (a significant limitation if you travel). Civil liability is denied for damages involving household members, professional activities, or aggressive dogs not pre-approved by the insurer. Non-respect of legal obligations (vaccination, microchipping, fencing) or late claim notification can void all coverage, unlike some flexible rivals.
| Exclusions | Details |
|---|---|
| Medical exclusions | - All illnesses (regardless of cause or timing) - Pre-existing conditions or symptoms (declared or not) - Routine/preventive care (dental scaling, vaccination, neutering, worming, etc.) - Behavioral or obesity treatments - Gestation, birth, or reproductive costs - Aesthetic or elective treatments - Organ transplantation - Diagnostics without clinical symptoms - Purchase/rental of medical equipment or prostheses (except hip/elbow prosthesis as explicitly stated) - Euthanasia or cremation costs - Prescribed food and supplements |
| Geographical exclusions | - Any incident not occurring in the UK, Channel Islands, or Isle of Man - No cover for accidents or liability incidents abroad |
| Identification/safety exclusions | - Claims void if dog is not properly microchipped/ID tagged - No reimbursement if safety obligations (fencing, leash/collar outdoors) are not met |
| Timeline/notification exclusions | - Expenses not incurred during the active period of insurance contract - Failure to immediately notify claim may void cover |
| Civil liability exclusions | - Damage/injury to insured, family, same household, or employees - Incidents during professional dog use or if dog used for profit - Acts involving declared dangerous/aggressive dogs (unless pre-accepted in writing by insurer) - Accidents during sporting or club participation (unless insurer approves) - Excluded franchise/deductible amounts |
| Legal and regulatory exclusions | - Breach of animal regulations results in loss of cover - No cover for banned illnesses (such as rabies), epidemics, transmission from animal to human, or government/official animal controls - No cover for intentional or fraudulent acts, war, riot, terrorism, nuclear events |
| General exclusions | - Indirect, consequential or IT-related losses - Any loss outside the stated terms of the agreement (review Policy Schedule for specificities) |
- Pre-existing conditions or symptoms (declared or not)
- Routine/preventive care (dental scaling, vaccination, neutering, worming, etc.)
- Behavioral or obesity treatments
- Gestation, birth, or reproductive costs
- Aesthetic or elective treatments
- Organ transplantation
- Diagnostics without clinical symptoms
- Purchase/rental of medical equipment or prostheses (except hip/elbow prosthesis as explicitly stated)
- Euthanasia or cremation costs
- Prescribed food and supplements
- No cover for accidents or liability incidents abroad
- No reimbursement if safety obligations (fencing, leash/collar outdoors) are not met
- Failure to immediately notify claim may void cover
- Incidents during professional dog use or if dog used for profit
- Acts involving declared dangerous/aggressive dogs (unless pre-accepted in writing by insurer)
- Accidents during sporting or club participation (unless insurer approves)
- Excluded franchise/deductible amounts
- No cover for banned illnesses (such as rabies), epidemics, transmission from animal to human, or government/official animal controls
- No cover for intentional or fraudulent acts, war, riot, terrorism, nuclear events
- Any loss outside the stated terms of the agreement (review Policy Schedule for specificities)
Insurance Emporium Rates
Overall, Insurance Emporium adopts a distinctly economical but limited positioning compared to its competitors, as its core offering covers accidents only and does not include illness—unlike most comprehensive or premium policies on the UK market.
The included benefits focus on accident-related vet fees, complementary therapies, and public liability, but with explicit limits per treatment and multiple notable exclusions, making the cover less extensive but also more accessible price-wise.
Franchise levels and annual claim ceilings are moderate and in line with “budget” players, reflecting a risk selection and lower claim frequency approach, while any flexibility on excess or caps needs reviewing on individual schedules.
As a digital-first pure player, Insurance Emporium achieves operational savings that allow for further downward pressure on premiums versus traditional multi-channel insurers.
It is therefore well-suited to budget-conscious owners primarily seeking basic, legal, or accident-only protection rather than those requiring broad, full-spectrum health coverage for their pet.
| Accident Only | Liability Only | |
|---|---|---|
| Young cat (2-4) | £5/month | £3/month |
| Senior cat (7-8) | £7/month | £3.50/month |
| Small breed dog | £6.50/month | £4/month |
| Small breed dog (2-4) | £6/month | £4/month |
| Large breed dog (2-4) | £8/month | £5/month |
| Senior dog (7-8) | £10/month | £6/month |
For the best value, always compare several providers and formulas to make sure you get the lowest price for the coverage you actually need.
👉 Compare pet insurance plans for freeStart saving on vet billsInsurance Emporium promo codes
| Insurance Emporium Promo Codes | Details |
|---|---|
| HelloSafe promo code | -5% on your quote |
How much will I be reimbursed with Insurance Emporium?
| Treatment | Average price (GBP) | Accident Only Cover (highest reimbursement rate) |
|---|---|---|
| X-ray after accident | £300 | Reimbursed up to £300 Out-of-pocket: £0 (excluding excess/franchise) |
| Broken leg surgery | £1,400 | Reimbursed up to £1,400 Out-of-pocket: £0 (excluding excess/franchise) |
| Emergency home visit | £115 | Reimbursed up to £115 Out-of-pocket: £0 (excluding excess/franchise) |
| Spaying/neutering | £220 | Not covered Out-of-pocket: £220 |
| Vaccination | £60 | Not covered Out-of-pocket: £60 |
Out-of-pocket: £0 (excluding excess/franchise)
Out-of-pocket: £0 (excluding excess/franchise)
Out-of-pocket: £0 (excluding excess/franchise)
Out-of-pocket: £220
Out-of-pocket: £60
Assistance Insurance Emporium
The assistance offered by Insurance Emporium primarily focuses on covering veterinary expenses following accidents, excluding all illnesses, which represents a substantial limitation for owners seeking broad protection.
Claims must be made using a downloadable form, with responses given within five working days, but there is no online platform or app dedicated to digital claim submission, which can hinder speed and convenience.
Payouts are made by bank transfer or cheque, with several clients reporting that cheque payments can be inconvenient, particularly if banking details are not promptly provided.
There is no mention of payment advances (e.g. direct vet payment solutions), emergency vet helplines, teleconsultation or preferred veterinary clinic network, meaning practical assistance in urgent situations is lacking.
Geographical cover is strictly limited to the UK, Channel Islands, and Isle of Man, with no assistance or coverage provided for pets taken abroad, even for short trips.
| Assistance Insurance Emporium | Disponible ? | Détails |
|---|---|---|
| Advance of fees | ❌ | No advance payment or direct-to-vet payment service is available. |
| Payment facilities | ✅ | Instalments accepted: annual, calendar monthly or every 28 days. Bank transfer, card or cheque possible. |
| Mobile app | ❌ | No information suggesting a dedicated mobile app for claims or contract management. |
| Digital claim management | ❌ | Claims are made via a downloadable form; online submission is not currently available. |
| Veterinary emergency helpline/telehealth | ❌ | No veterinary emergency phone support or teleconsultation is included. |
| Preferred vet/clinic network | ❌ | No partnered vet clinics or special network provided. |
| Overseas cover | ❌ | Cover is strictly limited to the UK, Channel Islands and Isle of Man; no overseas assistance or cover. |
Customer feedback on Insurance Emporium
| Review Site | Rating and Number of Reviews |
|---|---|
| Trustpilot | (Score not specified), over 9,000 reviews |
We have analysed the reviews from the above sites. On the positive side, customers who have taken out a policy with The Insurance Emporium for their pet most often highlight:
- The claims process that is simple and fast: many policyholders underline the clarity of the process, quick handling, and that payments are often made directly to the vet without complications.
- An attentive and helpful customer service: policyholders frequently mention the friendliness, approachability, and support of the team, both during and after their claims, with responses often provided very rapidly.
- A competitive and transparent pricing: the cost of annual policies (notably the Gold plan) is often described as fair, encouraging many to switch from other insurers, while the coverage is judged as clearly explained from the outset.
- Clear explanations and regular communication: the insurer regularly communicates with clients, clarifying conditions and streamlining collaboration with vets, which reassures clients during stressful situations.
On the negative side:
- The notable increase in premium after a claim: some clients express disappointment at seeing their premiums rise following a claim, sometimes more than they expected.
- The presence of numerous exclusions and clauses: several policyholders criticise the number of restrictions and exclusions which can appear after a claim is made, especially in "Time Limited" covers.
- Occasional delays in claim payments: while overall satisfaction is high, some customers have encountered longer processing times, often linked to slow responses from vets or additional paperwork.
- Limited online claim submission at times: some clients regret temporary unavailability of an online claim tool, which can make the process less convenient.
- Lack of practical payment options: certain customers consider cheque payments cumbersome when bank details are not provided promptly, suggesting a need for more convenient payout methods.
How to contact Insurance Emporium?
| Customer Service Insurance Emporium | Details |
|---|---|
| To get a quote or subscribe online | You can use HelloSafe's pet insurance comparison tool, choose the plan that suits you and click to get a quote. |
| To request and track a reimbursement |
|
| To request an insurance certificate |
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| To contact support |
|
| To cancel my contract |
|
- Download and complete the claim form available on The Insurance Emporium website or upon request by email.
- Attach all supporting documents (detailed veterinary invoices, proof of payment, bank details for the transfer, etc.).
- Send the complete file:
- by email to [email protected]
- or by mail to:
The Insurance Emporium, Thorpe Underwood Hall, YO26 9SZ, York, United Kingdom. - Response time: within 5 business days upon receipt of the complete file.
- Payment is made by bank transfer (or cheque if bank details are not provided). Payment can be made directly to the vet upon request.
- Observed reimbursement time: usually quick after validation, sometimes longer if information is missing.
- Request by email at [email protected] or by phone at +44 330 102 6839 (UK Customer Service, open on business days).
- Provide your name, policy number and the purpose of the request.
- The certificate will be sent to you by email or post within a few days.
- Contact Customer Service:
- by phone at +44 330 102 6839
- or by email at [email protected] - For urgent questions related to a claim, it is recommended to explain the situation and send documents promptly.
- Cancellation possible at any time in writing:
- by email to [email protected]
- or by postal mail:
The Insurance Emporium, Thorpe Underwood Hall, YO26 9SZ, York, United Kingdom. - Attach:
- your policy/contract number
- your contact details
- the desired cancellation date
- a copy of your ID if requested - Notice: no notice period required but a £10 fee may apply after 14 days.
- Note: for an annual contract, pro rata refund (excluding ongoing claims); for monthly plans: future payments will stop.
FAQ
Do I need to pay veterinary fees upfront with Insurance Emporium?
With Insurance Emporium, you will usually need to pay your vet directly for treatment and then submit a claim for reimbursement. There is no automatic direct payment or third-party payment system in place (such as Payvet). However, in certain cases, they may be able to pay your vet directly if agreed in advance, but you should confirm this possibility with both your vet and the insurer before treatment.
How do I cancel my pet insurance policy with Insurance Emporium?
You can cancel your Insurance Emporium pet insurance at any time by contacting their customer service. For annual policies, you may get a pro-rata refund excluding claims made; for monthly policies, future payments simply stop. If cancelling after the 14-day cooling-off period, a £10 cancellation fee applies. You will need to provide your policy details and a cancellation request, usually via phone or email.
What does Insurance Emporium pet insurance actually cover?
Insurance Emporium’s standard “Accident Only” policy covers veterinary fees for injuries caused by accidents, including related complementary treatments such as hydrotherapy or physiotherapy if recommended by your vet. It does NOT cover illness, pre-existing conditions, or routine/preventative treatments. Coverage limits and excess amounts are set in your individual policy documents.
Is third-party liability included in Insurance Emporium pet insurance?
Yes, third-party public liability cover is available for dog owners, protecting you if your dog causes injury to someone or damages their property, with limits up to £1 million (annual) or £1.5 million (monthly). However, liability cover has exclusions, such as incidents involving household members, working dogs, or animals with known aggressive behaviour unless previously declared and accepted.
Are there any important exclusions or requirements I should know before buying?
Yes, key exclusions include anything related to illness, conditions existing before your cover starts, and incidents occurring outside the UK, Channel Islands, or Isle of Man. Your pet must be healthy at signup and kept up-to-date with vaccinations and regular vet checks. Make sure to read your Policy Schedule closely to understand specific limits, excesses, and obligations.
Do I need to pay veterinary fees upfront with Insurance Emporium?
With Insurance Emporium, you will usually need to pay your vet directly for treatment and then submit a claim for reimbursement. There is no automatic direct payment or third-party payment system in place (such as Payvet). However, in certain cases, they may be able to pay your vet directly if agreed in advance, but you should confirm this possibility with both your vet and the insurer before treatment.
How do I cancel my pet insurance policy with Insurance Emporium?
You can cancel your Insurance Emporium pet insurance at any time by contacting their customer service. For annual policies, you may get a pro-rata refund excluding claims made; for monthly policies, future payments simply stop. If cancelling after the 14-day cooling-off period, a £10 cancellation fee applies. You will need to provide your policy details and a cancellation request, usually via phone or email.
What does Insurance Emporium pet insurance actually cover?
Insurance Emporium’s standard “Accident Only” policy covers veterinary fees for injuries caused by accidents, including related complementary treatments such as hydrotherapy or physiotherapy if recommended by your vet. It does NOT cover illness, pre-existing conditions, or routine/preventative treatments. Coverage limits and excess amounts are set in your individual policy documents.
Is third-party liability included in Insurance Emporium pet insurance?
Yes, third-party public liability cover is available for dog owners, protecting you if your dog causes injury to someone or damages their property, with limits up to £1 million (annual) or £1.5 million (monthly). However, liability cover has exclusions, such as incidents involving household members, working dogs, or animals with known aggressive behaviour unless previously declared and accepted.
Are there any important exclusions or requirements I should know before buying?
Yes, key exclusions include anything related to illness, conditions existing before your cover starts, and incidents occurring outside the UK, Channel Islands, or Isle of Man. Your pet must be healthy at signup and kept up-to-date with vaccinations and regular vet checks. Make sure to read your Policy Schedule closely to understand specific limits, excesses, and obligations.
