Is Coop Pet Insurance Any Good? Review 2025
Our Expert's Opinion on Coop
Co-op Pet Insurance stands as a reputable and long-established insurer in the UK, offering a broad range of cat and dog insurance formulas with both Time Limited and Lifetime policies. Their offer includes extensive annual benefit options, from £1,000 up to £16,000 per year for Lifetime cover, and up to £5,000 per condition on Time Limited plans. Reimbursement is set by annual or per-condition caps, with a fixed excess of £75–£200 depending on breed, plus a 20% co-payment for pets aged 6 and above, aligning well with UK market standards. Co-op distinguishes itself through strong community and ethical values, very competitive pricing, and 24/7 video vet access—surpassing many competitors on price, though caps and excess on select breeds are higher than digital-first providers like Waggel.
Co-op is particularly suited to pet owners seeking affordable, established cover, those insuring young to middle-aged pets, multi-pet households, and budget-focused clients wanting a large choice of limits. Exclusion of some high-risk breeds should be considered. Strong point for older pets: cover continues if policy renewed, but premium rises and co-payment apply from age 6.
Part of the member-owned Co-op Group (150+ years, billions in annual revenues across all activities), Co-op Insurance processes the majority of claims quickly—many praised as efficient by customers. Trustpilot rates Co-op Insurance at 4.1/5 from nearly 3,000 reviews, reflecting high satisfaction with claims speed and telephone-based support despite some criticism of limited online self-service and dispute handling. Digital claims via portal are available, but initial contact and complaint resolution remain largely phone-based.
- ✅Wide range of Lifetime and Time Limited cover options up to £16,000
- ✅Very competitive, often below-average pricing for comprehensive cover
- ✅Fixed excess from £75; higher for select breeds only
- ✅24/7 unlimited FirstVet online advice included as standard
- ✅Fast, effective claims payout praised by many customers
- ✅Broad non-medical benefits: farewell, boarding, cancellation, travel
- ✅Strong financial and ethical reputation with 150+ years’ heritage
- ❌No webchat or email customer service—phone contact only
- ❌Co-payment of 20% applies from age 6
- ❌Higher minimum excess (£200) for select breeds
- ❌Behavioural cover accident-only, not illness
- ❌Excludes pre-existing conditions and high-risk breeds
- ✅Wide range of Lifetime and Time Limited cover options up to £16,000
- ✅Very competitive, often below-average pricing for comprehensive cover
- ✅Fixed excess from £75; higher for select breeds only
- ✅24/7 unlimited FirstVet online advice included as standard
- ✅Fast, effective claims payout praised by many customers
- ✅Broad non-medical benefits: farewell, boarding, cancellation, travel
- ✅Strong financial and ethical reputation with 150+ years’ heritage
Our Expert's Opinion on Coop
Score- ✅Wide range of Lifetime and Time Limited cover options up to £16,000
- ✅Very competitive, often below-average pricing for comprehensive cover
- ✅Fixed excess from £75; higher for select breeds only
- ✅24/7 unlimited FirstVet online advice included as standard
- ✅Fast, effective claims payout praised by many customers
- ✅Broad non-medical benefits: farewell, boarding, cancellation, travel
- ✅Strong financial and ethical reputation with 150+ years’ heritage
- ❌No webchat or email customer service—phone contact only
- ❌Co-payment of 20% applies from age 6
- ❌Higher minimum excess (£200) for select breeds
- ❌Behavioural cover accident-only, not illness
- ❌Excludes pre-existing conditions and high-risk breeds
- ✅Wide range of Lifetime and Time Limited cover options up to £16,000
- ✅Very competitive, often below-average pricing for comprehensive cover
- ✅Fixed excess from £75; higher for select breeds only
- ✅24/7 unlimited FirstVet online advice included as standard
- ✅Fast, effective claims payout praised by many customers
- ✅Broad non-medical benefits: farewell, boarding, cancellation, travel
- ✅Strong financial and ethical reputation with 150+ years’ heritage
- Coop Warranties
- Coop Exclusions
- Coop Rates
- Indicative monthly premiums for Co-op Pet Insurance
- How Co-op Pet Insurance Reimbursement Works
- Coop Assistance
- Customer feedback on Coop
- How to contact Coop?
- FAQ
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews the terms and conditions and pricing of market-leading insurance policies every year to provide you with trustworthy and impartial analysis. Thanks to this commitment, hundreds of thousands of users across the UK rely on us each month to support them in making their most important financial decisions.
Coop Warranties
Co-op offers a comprehensive range of pet insurance formulas, with both Time Limited (annual per condition) and Lifetime (annual, renewable for chronic issues) plans for dogs and cats, positioning itself as a solid mid-market option. Annual vet fee limits vary from £1,000 up to £16,000 on Lifetime plans and £2,000–£5,000 per condition on Time Limited, with a fixed excess (£75–£200 per claim, higher for select breeds) and a mandatory 20% co-pay from age 6, which is typical for the UK but may be a drawback for older pets.
Notable strengths include broad dental, complementary treatments, travel (30 days/year), third-party liability for dogs, and valuable extras such as a 24/7 video vet and bereavement counselling—features that differentiate Co-op positively versus some competitors.
However, there is no prevention package (e.g. for vaccinations, neutering, routine care), behaviour cover is restricted to accident-only causes, and there are strict exclusions for pre-existing conditions, select breeds, and working/commercial animals.
Excess applies per condition/incident (not annually), and some benefit caps—for example on diet and farewell cover—are notably modest versus top-tier competitors.
The offer stands out for its comprehensive event-based cover and digital support, but lacks truly high-end wellness/prevention options or broader behaviour cover.
| Guarantee / Formula | Time Limited 2000 | Time Limited 5000 | Lifetime 1000 | Lifetime 2500 | Lifetime 5000 | Lifetime 7500 | Lifetime 10000 | Lifetime 16000 |
|---|---|---|---|---|---|---|---|---|
| Positioning of the formula | Solid mid-range accident/illness | Higher-range accident/illness | Entry-level Lifetime | Standard Lifetime | Extended Lifetime | Premium Lifetime | Premium+ Lifetime | High-limit Lifetime |
| Type of cover | Accident & illness | Accident & illness | Accident & illness | Accident & illness | Accident & illness | Accident & illness | Accident & illness | Accident & illness |
| Covered animals | Dogs & cats, 8+ weeks | Dogs & cats, 8+ weeks | Dogs & cats, 8+ weeks | Dogs & cats, 8+ weeks | Dogs & cats, 8+ weeks | Dogs & cats, 8+ weeks | Dogs & cats, 8+ weeks | Dogs & cats, 8+ weeks |
| Reimbursement rate | NC | NC | NC | NC | NC | NC | NC | NC |
| Annual vet fee limit | £2,000/condition | £5,000/condition | £1,000/year | £2,500/year | £5,000/year | £7,500/year | £10,000/year | £16,000/year |
| Excess (per claim) | £75–£200 (breed-dependent) | £75–£200 (breed-dependent) | £75–£200 | £75–£200 | £75–£200 | £75–£200 | £75–£200 | £75–£200 |
| Minimum/maximum pet age at subscription | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC |
| – Cat | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC |
| – Dog | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC | 8+ weeks / NC |
| Medical questionnaire required? | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Waiting period (illness) | 14 days | 14 days | 14 days | 14 days | 14 days | 14 days | 14 days | 14 days |
| Waiting period (accident) | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours | 48 hours |
| Lifetime cover if insured continuously | ❌ (limit: 12 months/condition) | ❌ (limit: 12 months/cond.) | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Vet consultations (all types) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Medications | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Hospitalisation | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Ambulance costs | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Surgery, anaesthesia | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| MRI, CT, ultrasound | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Lab analyses | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Radiotherapy | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Dentistry | ✅ (with annual vet checks) | ✅ (with annual vet checks) | ✅ (with annual vet checks) | ✅ (with annual vet checks) | ✅ (with annual vet checks) | ✅ (with annual vet checks) | ✅ (with annual vet checks) | ✅ (with annual vet checks) |
| Descaling | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Preventive pack (amount/uses) | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ | ❌ |
| Alternative therapies (osteo, acupuncture, etc.) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) | ✅ (within vet fee limits) |
| Special diet / prescription food | £100 max | £150 max | £250 max | £250 max | £250 max | £250 max | £250 max | £250 max |
| Behavioural therapy (by accident only) | £500 max | £750 max | £1,000 max (accident only) | £1,000 max (accident only) | £1,000 max (accident only) | £1,500 max (accident only) | £1,500 max (accident only) | £1,500 max (accident only) |
| Therapeutic diet | See special diet limit | See special diet limit | See special diet limit | See special diet limit | See special diet limit | See special diet limit | See special diet limit | See special diet limit |
| Travel/geographical coverage | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year | UK, Channel Isl., IoM, ROI, EU/PET, 30d/year |
| Death benefit (illness) | £1,500 (under 7 yrs) | £1,500 (under 7 yrs) | £500 (under 7 yrs) | £500 (under 7 yrs) | £1,500 (under 7 yrs) | £1,500 (under 7 yrs) | £2,000 (under 7 yrs) | £3,000 (under 7 yrs) |
| Death benefit (accident) | £1,500 | £1,500 | £500 | £500 | £1,500 | £1,500 | £2,000 | £3,000 |
| Euthanasia | £100 max | £100 max | £150 max | £150 max | £150 max | £150 max | £150 max | £250 max |
| Theft/loss and search expenses | £1,000 max | £1,000 max | £500 max | £500 max | £1,000 max | £1,500 max | £2,000 max | £3,000 max |
| Advertising/reward | £1,000 max | £1,000 max | £500 max | £500 max | £1,000 max | £1,500 max | £1,500 max | £2,500 max |
| Boarding costs | £1,000 max (£20/day max if sitter) | £1,000 max (£20/day sitter) | £500 max (£20/day sitter) | £500 max (£20/day sitter) | £1,000 max (£20/day sitter) | £1,500 max (£20/day sitter) | £1,500 max (£20/day sitter) | £2,000 max (£20/day sitter) |
| Holiday cancellation/trip curtailment | £2,000 max | £2,000 max | £1,000 max | £1,000 max | £2,000 max | £2,000 max | £3,000 max | £5,000 max |
| Quarantine cost | £1,500 max | £1,500 max | £1,000 max | £1,000 max | £1,500 max | £2,000 max | £2,000 max | £3,000 max |
| Emergency abroad | £500 max | £500 max | £1,000 max | £1,000 max | £1,000 max | £2,000 max | £1,000 max | £2,000 max |
| Third party liability (dogs only) | £1 million | £1 million | £1 million | £1 million | £1 million | £1 million | £1 million | £1 million |
| Lost pet search, reward, and resettlement | £1,000 combined | £1,000 combined | £500 combined | £500 combined | £1,000 combined | £1,500 combined | £2,000 combined | £3,000 combined |
| Kennel/cattery costs if owner hospitalised | £1,000 (£20/day) | £1,000 (£20/day) | £500 (£20/day) | £500 (£20/day) | £1,000 (£20/day) | £1,500 (£20/day) | £1,500 (£20/day) | £2,000 (£20/day) |
Important information
Note: Pre-existing conditions and routine/preventive care (vaccine, worm, flea, spay/neuter, routine check-ups) are always excluded.
All plans have a mandatory 20% co-payment from pet age 6 (can be selected earlier).
Policy does not include routine wellness or prevention allowance.
Some breeds are subject to higher excess or cannot be insured; strictly no cover for commercial working or breeding animals, nor for cats/dogs under 8 weeks.
Online vet consultations (FirstVet) and a bereavement helpline are included at no cost and do not count towards policy limits.
Let quotes from several providers before deciding to ensure you get the best price and fit for your pet’s needs.
👉 Compare pet insurance plans for freeStart saving on vet billsCoop Exclusions
Exclusions within the Co-op pet insurance contract are notably comprehensive, with several distinguishing features compared to UK competitors. Particularly striking is the exclusion of all pre-existing conditions—including recurrences within standard waiting periods—and the absolute refusal of cover for any animal with a commercial breeding history (over two litters), working or guarding role, or DDA-listed breed/cross.
In addition, cosmetic, routine, or preventative treatments (notably spaying/neutering, elective diagnostics, or grooming) are categorically excluded, alongside any claims relating to pets under 8 weeks or those not registered to the policyholder. Geographical scope is clearly limited to the UK, Channel Islands, Isle of Man, Republic of Ireland, and EU PET Scheme countries for up to 30 days per year, with no coverage for treatment or incidents outside these bounds.
Misrepresentation, fraud, or incomplete adherence to mandatory annual vet checks/vaccinations will also void claims and potentially lead to full policy cancellation.
| Exclusions category | Details |
|---|---|
| Medical & treatment | - Pre-existing conditions (and recurrences during waiting periods) - Routine, preventive and cosmetic care (incl. vaccinations, spaying/neutering, elective procedures, grooming, dental not compliant with annual check) - Any illness/accident arising within the first 14 days (illness) or 48 hours (accident) - Non-vet-recommended or non-essential treatments (including non-prescribed food, non-medical hospitalisation, certain behaviour/therapies) - Overcharged vet fees or non-certified treatments |
| Age & breed restrictions | - Pets under 8 weeks old at policy start - Dogs/cats not owned or registered to the policyholder - Dangerous Dogs Act breeds and named "select" breeds/crosses - Working, guarding, racing, coursing, police or commercial breeding animals (over 2 litters, unless notified before 01/01/2022) - Death or euthanasia not directly resulting from covered illness/injury |
| Geographical | - Claims for treatment or events outside the UK, Channel Islands, Isle of Man, RoI, and specified PET Scheme/EU countries - No cover for incidents during trips extending beyond 30 days in any policy year - Exclusion if pet's country of residence does not match policy schedule |
| Policyholder/administrative | - Claims after policy has expired or for pets not owned by/registered with the policyholder - Incomplete, false, or misleading statements/fraud - Failure to comply with regular care, annual health checks, or required vaccinations - Claims not submitted within required timeframes (typically 12 months for vet fees, shorter for some sections) - Premiums unpaid or missed instalments (leading to loss of cover continuity) |
| Liability & third party | - Damage/injury to family members, household residents, anyone paid to care for the pet - Liability for DDA-listed breeds, banned uses (guarding, working, professional animals) - Animals deliberately harmed by the policyholder, or through neglect/improper care - Claims where criminal activity or legal breach contributed |
- Routine, preventive and cosmetic care (incl. vaccinations, spaying/neutering, elective procedures, grooming, dental not compliant with annual check)
- Any illness/accident arising within the first 14 days (illness) or 48 hours (accident)
- Non-vet-recommended or non-essential treatments (including non-prescribed food, non-medical hospitalisation, certain behaviour/therapies)
- Overcharged vet fees or non-certified treatments
- Dogs/cats not owned or registered to the policyholder
- Dangerous Dogs Act breeds and named "select" breeds/crosses
- Working, guarding, racing, coursing, police or commercial breeding animals (over 2 litters, unless notified before 01/01/2022)
- Death or euthanasia not directly resulting from covered illness/injury
- No cover for incidents during trips extending beyond 30 days in any policy year
- Exclusion if pet's country of residence does not match policy schedule
- Incomplete, false, or misleading statements/fraud
- Failure to comply with regular care, annual health checks, or required vaccinations
- Claims not submitted within required timeframes (typically 12 months for vet fees, shorter for some sections)
- Premiums unpaid or missed instalments (leading to loss of cover continuity)
- Liability for DDA-listed breeds, banned uses (guarding, working, professional animals)
- Animals deliberately harmed by the policyholder, or through neglect/improper care
- Claims where criminal activity or legal breach contributed
Coop Rates
Co-op Pet Insurance generally positions itself as a competitively priced provider, especially compared to high-coverage or premium market players. The formulas offer solid reimbursement limits (up to £16,000/year for Lifetime), but do not include the most expensive add-ons (such as preventive/routine care), and some sub-limits remain standard (specialist diet, dental tied to annual checks), which helps keep premiums accessible.
Excesses per claim are average to slightly above the lowest on the market (£75–£200 depending on breed), while the mandatory 20% co-payment for older pets aligns with UK sector norms for risk control. Co-op is not a pure digital player—most service is managed by phone, with some online claims, which may keep costs lower than traditional insurers with branch networks, but not quite as low as 100% online pure players.
Overall, Co-op’s positioning is broadly competitive, providing robust coverage for most needs at attractive rates for the level of benefit, appealing to owners seeking value without the absolute lowest price or the widest range of premium services.
Indicative monthly premiums for Co-op Pet Insurance
Here is an indicative monthly premium table for Co-op Pet Insurance formulas (estimated for common age/risk brackets, all prices per month):
| Time Limited 2000 | Time Limited 5000 | Lifetime 1000 | Lifetime 2500 | Lifetime 5000 | Lifetime 7500 | Lifetime 10000 | Lifetime 16000 | |
|---|---|---|---|---|---|---|---|---|
| Young cat (2–4 yrs) | £9 | £13 | £13 | £17 | £21 | £25 | £32 | £43 |
| Senior cat (7–8 yrs) | £13 | £18 | £17 | £23 | £29 | £36 | £47 | £61 |
| Small dog (2–4 yrs) | £13 | £18 | £16 | £21 | £26 | £31 | £41 | £56 |
| Small dog, senior (7–8) | £22 | £29 | £23 | £32 | £41 | £53 | £68 | £89 |
| Large dog (2–4 yrs) | £16 | £22 | £23 | £29 | £38 | £45 | £59 | £74 |
| Large dog, senior (7–8) | £29 | £37 | £36 | £48 | £62 | £81 | £109 | £141 |
To secure the lowest possible price for your pet’s insurance needs, it is always recommended to compare quotes between providers and select the formula that best matches your expectations and risk profile.
👉 Compare pet insurance plans for freeStart saving on vet billsCoop promo codes
| Coop Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest promo codes, visit our comparison of the best pet insurance.
How much will I be reimbursed with Coop?
How Co-op Pet Insurance Reimbursement Works
With Co-op pet insurance, you can cover a wide range of veterinary fees and emergency costs. The amount you are reimbursed depends on the policy level chosen. Here we show realistic examples of reimbursements with the highest level of Lifetime Cover (Lifetime £16,000), using typical vet costs in Great Britain. You’ll see how much you could claim back—with a clear picture of your remaining out-of-pocket costs.
Example 1: Emergency surgery for swallowed object (dog)
Total vet fees: £2,400 (consultation, X-rays, surgery, hospitalisation, medication)
Annual fixed excess per claim: £100 (for breeds not on select list; select breeds: £200)
Amount remaining after excess: £2,400 − £100 = £2,300
Reimbursement at 100% (before age 6): £2,300
👉 You receive £2,300 back from Co-op. You only pay the £100 excess.
For pets aged 6 and above, a 20% co-payment applies in addition to the excess. For example, if your dog is 7 years old, your remaining out-of-pocket is £100 excess plus 20% of £2,300 (£460), so your reimbursement would be £1,840.
Annual reimbursement limit is £16,000 per year for this Lifetime plan. The excess is applied per new condition per year.
Example 2: Dental disease treatment (cat, annual dental check completed)
Total vet fees: £780 (consultation, scale and polish, extractions, medication)
Fixed annual excess per claim: £100
Amount after excess: £780 – £100 = £680
Reimbursement at 100% (before age 6): £680
👉 You receive £680 from Co-op. You only pay the £100 excess.
Dental disease is covered as long as your cat has an annual dental check documented by your vet. Reimbursement is subject to the annual annual limit of £16,000.
Example 3: Special prescription urinary diet (cat, covered indication)
Total cost of specialist diet: £220 (60 days’ prescribed urinary diet for dissolving bladder stones)
Annual diet limit (Lifetime £16,000): £250
Fixed excess applied if no vet fees claim for condition: £0 (the fixed excess applies once per condition per year; if you already claimed for vet fees for this same urinary issue, only the excess is paid once)
Reimbursement: £220 (as it is below the £250 annual diet limit)
👉 You receive £220 from Co-op. You pay nothing extra, provided the fixed excess for this condition has already been paid.
Specialist diet is only covered if prescribed for dissolving bladder stones or crystals (max 60 consecutive days per policy year). Other prescription foods are generally excluded.
These examples show just how much you can save with Lifetime pet insurance from Co-op—providing protection for life’s unexpected (and often expensive) vet visits, dental treatments, and even essential prescription diets. With such high annual reimbursement limits, most pet owners face minimal out-of-pocket costs when the worst happens.
Coop Assistance
Co-op stands out for providing unlimited 24/7 online video vet consultations with FirstVet, a significant asset for pet owners needing immediate veterinary advice without affecting claims history.
Support is further extended through a free bereavement counselling helpline, but the absence of a dedicated emergency vet hotline or in-person triage limits live support in acute crises.
Claims can be submitted through an online portal, email, post, or phone, but there’s no integrated advance payment system to vets, meaning owners must cover costs upfront and await reimbursement.
A mobile app is not referenced in the documentation, with customers instead using an online portal—potentially less convenient given UK consumer expectations and competitors’ digital solutions.
Overseas treatment is covered up to 30 days for EU and listed destinations, but no benefits are available for extended stays or expatriation, making the cover less suitable for frequent or long-term travellers.
| Assistance Coop | Available ? | Details |
|---|---|---|
| Advance of fees | ❌ | No advance payment system to vets. Owners pay costs and claim for reimbursement via the portal. |
| Payment facilities | ✅ | Monthly payment via Direct Debit or annual payment offered. No mention of payment in 3 installments without fees. |
| Mobile application | ❌ | No dedicated mobile app available as per documentation. Access and claims management is via online portal or phone. |
| Dematerialised claims management | ✅ | Claims can be submitted online, by phone, email, or post. Supporting documents required. |
| Emergency veterinary service | ❌ | No emergency vet triage hotline or live chat. 24/7 FirstVet video consults included but not for physical emergencies. |
| Veterinary clinic network | ❌ | No partner clinic or preferred vet network specified. Customers may use any licensed vet. |
| Cover abroad | ✅ | Cover for up to 30 days per year within the EU, UK, Channel Islands, Isle of Man, and Republic of Ireland. No cover for longer stays. |
Customer feedback on Coop
| Review Site | Rating and Number of Reviews |
|---|---|
| Trustpilot | 4.1/5 (2,864 reviews) |
We have analysed the reviews from the site cited above. On the positive side, insured pet owners who have taken out a policy for their animal with Co-op frequently mention:
- A very competitive price compared to alternatives: the insurance is often described as cheaper and great value for the level of cover provided.
- A friendly and efficient customer service: agents are regularly praised for being helpful, patient, and professional, with positive experiences both during purchase and in case of questions.
- An easy and quick policy purchase process: the online journey is highlighted for its straightforwardness and fast setup.
- A smooth and reassuring claims experience: many customers note efficient payouts and a stress-free claims process, especially for pet insurance, including the reimbursement of unused premiums after pet loss.
- The availability of discounts for Co-op members and a feeling of pride in being part of a values-driven, community-oriented organisation.
On the negative side:
- The absence of online chat or email contact: customers regret not being able to reach support other than by phone.
- Issues correcting application errors: difficulties after sign-up when needing to amend personal or pet details can cause frustration.
- Isolated problems with claim denials and lack of policy documentation: some customers report accidental damage claims being turned down, sometimes without receiving full policy details.
- Payment processing and dispute resolution issues: confusion between bank and insurer in payment failures has led to extra fees and slow communication in some cases.
- A lack of fully digital service for certain steps: a few clients feel the online experience could be more modern and comprehensive for the pet insurance process.
How to contact Coop?
| Coop customer service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe best pet insurance comparator, choose the plan that suits you, and click to get a quote. |
| To request and track a reimbursement | You must file your reimbursement request within 12 months of your pet’s treatment. - Methods: • By phone at 0333 009 2439 • By email at [email protected] • By mail: Insurance Factory Ltd, 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB, United Kingdom (administrator’s postal address, check your policy documents). - Documents required: vet bills, clinical history, signed claim form. - Reimbursement: bank transfer, average turnaround from a few days to 2 weeks after approval. |
| To obtain a proof of insurance | Contact customer service: - Phone: 0333 009 2439 - Email: [email protected] Provide your policy number for faster processing. The certificate can be sent by email or mail according to your preference. |
| To contact assistance | For 24/7 veterinary advice: use the FirstVet online service (included in your contract, log in from your customer area). In case of emergency or questions, contact customer service: - Phone: 0333 009 2439 - Email: [email protected] For psychological support following the loss of a pet: bereavement assistance number: 0333 003 2258 (free, 24/7). |
| To cancel my policy | Contact Coop customer service to request cancellation: - Phone: 0333 009 2439 - Email: [email protected] You can cancel: • Within 14 days of subscription: refund of premiums minus £30 fee if no claim has been made. • After 14 days: pro-rata refund (admin fees deducted) unless a claim has been made (in this case, the full annual premium remains due). Please provide: your policy number, a cancellation request letter or email. No specific proof is required, but it is advisable to specify your desired cancellation date. Notice: cancellation takes effect upon processing, usually within a few business days. |
- Methods:
• By phone at 0333 009 2439
• By email at [email protected]
• By mail: Insurance Factory Ltd, 45 Westerham Road, Bessels Green, Sevenoaks, Kent, TN13 2QB, United Kingdom (administrator’s postal address, check your policy documents).
- Documents required: vet bills, clinical history, signed claim form.
- Reimbursement: bank transfer, average turnaround from a few days to 2 weeks after approval.
- Phone: 0333 009 2439
- Email: [email protected]
Provide your policy number for faster processing.
The certificate can be sent by email or mail according to your preference.
In case of emergency or questions, contact customer service:
- Phone: 0333 009 2439
- Email: [email protected]
For psychological support following the loss of a pet: bereavement assistance number: 0333 003 2258 (free, 24/7).
- Phone: 0333 009 2439
- Email: [email protected]
You can cancel:
• Within 14 days of subscription: refund of premiums minus £30 fee if no claim has been made.
• After 14 days: pro-rata refund (admin fees deducted) unless a claim has been made (in this case, the full annual premium remains due).
Please provide: your policy number, a cancellation request letter or email. No specific proof is required, but it is advisable to specify your desired cancellation date.
Notice: cancellation takes effect upon processing, usually within a few business days.
FAQ
Do I have to pay vet fees upfront with Coop?
Co-op Pet Insurance allows for direct payment to your vet, but this depends on whether your chosen vet accepts it. In most cases, you will need to pay the vet bills upfront, then submit your claim with invoices for reimbursement. Always check with your vet if they are willing to be paid directly by Co-op before treatment, as this is not guaranteed by the insurer.
How do I cancel my Co-op pet insurance policy?
To cancel your Co-op pet insurance, contact Co-op Insurance by phone or email. There is a 14-day cooling-off period for a full refund (minus a fee, if no claim made). After this, a pro-rata refund applies unless a claim has been made, in which case the full annual premium is due. You will need to provide your policy details and written confirmation.
What types of pets are covered by Co-op pet insurance?
Co-op pet insurance covers cats and dogs only, aged 8 weeks or older at policy start. They do not cover other pets, and certain dog breeds (such as those listed under the Dangerous Dogs Act or select breeds with high risk) are excluded. Commercial breeding, working, or racing animals are also not eligible for cover.
Are pre-existing conditions covered by Co-op pet insurance?
No, pre-existing conditions are excluded from Co-op pet insurance. This means any illness or injury that existed or showed symptoms before your policy started (or during the initial waiting periods) will not be covered. Conditions arising after the waiting period and while insured are eligible subject to the policy terms.
Does Co-op offer 24/7 vet helpline or extra support services?
Yes, all Co-op pet insurance policyholders have free, unlimited access to 24/7 online vet advice via FirstVet. There’s also a bereavement helpline available at no extra cost, providing confidential support in the event of pet loss. These services are included and do not affect your claim limits.
Do I have to pay vet fees upfront with Coop?
Co-op Pet Insurance allows for direct payment to your vet, but this depends on whether your chosen vet accepts it. In most cases, you will need to pay the vet bills upfront, then submit your claim with invoices for reimbursement. Always check with your vet if they are willing to be paid directly by Co-op before treatment, as this is not guaranteed by the insurer.
How do I cancel my Co-op pet insurance policy?
To cancel your Co-op pet insurance, contact Co-op Insurance by phone or email. There is a 14-day cooling-off period for a full refund (minus a fee, if no claim made). After this, a pro-rata refund applies unless a claim has been made, in which case the full annual premium is due. You will need to provide your policy details and written confirmation.
What types of pets are covered by Co-op pet insurance?
Co-op pet insurance covers cats and dogs only, aged 8 weeks or older at policy start. They do not cover other pets, and certain dog breeds (such as those listed under the Dangerous Dogs Act or select breeds with high risk) are excluded. Commercial breeding, working, or racing animals are also not eligible for cover.
Are pre-existing conditions covered by Co-op pet insurance?
No, pre-existing conditions are excluded from Co-op pet insurance. This means any illness or injury that existed or showed symptoms before your policy started (or during the initial waiting periods) will not be covered. Conditions arising after the waiting period and while insured are eligible subject to the policy terms.
Does Co-op offer 24/7 vet helpline or extra support services?
Yes, all Co-op pet insurance policyholders have free, unlimited access to 24/7 online vet advice via FirstVet. There’s also a bereavement helpline available at no extra cost, providing confidential support in the event of pet loss. These services are included and do not affect your claim limits.
