Is Insurance Emporium Pet Insurance Worth It? Reviews 2025
Our expert's review of Insurance Emporium
Insurance Emporium stands out as a major UK-based pet insurer, providing streamlined and reliable coverage especially focused on accident-only veterinary care and optional public liability. With flexible policies, claim limits vary by policy but include specific sub-limits (e.g., £45 per vet consultation, £250 hydrotherapy per accident), and an excess is always payable per accident as set in the individual Policy Schedule. Unlike key competitors offering all-inclusive health packages, Insurance Emporium targets a mid-range price position, focusing on straightforward, specialist insurance for pet owners seeking simplicity and transparent service.
This provider is particularly suitable for younger, healthy dogs and cats where accident cover is the priority, or for owners wanting additional public liability, especially where monthly budgeting and clear terms are valued over full illness cover. Less fit for those seeking comprehensive health and prevention packages, but attractive to those with pedigree pets or active lifestyles needing accident-only assurance.
A subsidiary of The Equine and Livestock Insurance Company Limited, Insurance Emporium is authorised and regulated by the FCA, and manages a large portfolio evidenced by over 9,000 Trustpilot reviews with a strong TrustScore of 4.4/5. Customers frequently mention rapid claim processing and clear documents; the vast majority of claims are handled promptly, with most payouts cited as efficient and communication-friendly, though the process is sometimes still paper-based and detailed deductions can apply.
- ✅Strong and reliable specialist insurer with FCA authorisation
- ✅Accident cover includes complementary treatments (e.g. acupuncture, hydrotherapy)
- ✅Public liability up to £1.5 million optionally available
- ✅Flexible monthly or annual payment options as standard
- ✅Clear and prompt claims handling, high customer satisfaction (4.4 Trustpilot score/9,000+ reviews)
- ✅Transparent policy wording and claims documentation
- ✅Immediate termination possible, with pro-rata reimbursement (annual cover)
- ❌No illness or comprehensive health cover in standard plans
- ❌Sub-limits per treatment may restrict payouts for major accidents
- ❌Fixed excess plus admin deductions reduce reimbursements
- ❌Premiums may increase after claims or as pet ages
- ❌Paper-based claims process in some cases; few fully digital options
Score- ✅Strong and reliable specialist insurer with FCA authorisation
- ✅Accident cover includes complementary treatments (e.g. acupuncture, hydrotherapy)
- ✅Public liability up to £1.5 million optionally available
- ✅Flexible monthly or annual payment options as standard
- ✅Clear and prompt claims handling, high customer satisfaction (4.4 Trustpilot score/9,000+ reviews)
- ✅Transparent policy wording and claims documentation
- ✅Immediate termination possible, with pro-rata reimbursement (annual cover)
Our expert's review of Insurance Emporium
- ✅Strong and reliable specialist insurer with FCA authorisation
- ✅Accident cover includes complementary treatments (e.g. acupuncture, hydrotherapy)
- ✅Public liability up to £1.5 million optionally available
- ✅Flexible monthly or annual payment options as standard
- ✅Clear and prompt claims handling, high customer satisfaction (4.4 Trustpilot score/9,000+ reviews)
- ✅Transparent policy wording and claims documentation
- ✅Immediate termination possible, with pro-rata reimbursement (annual cover)
- ❌No illness or comprehensive health cover in standard plans
- ❌Sub-limits per treatment may restrict payouts for major accidents
- ❌Fixed excess plus admin deductions reduce reimbursements
- ❌Premiums may increase after claims or as pet ages
- ❌Paper-based claims process in some cases; few fully digital options
Score- ✅Strong and reliable specialist insurer with FCA authorisation
- ✅Accident cover includes complementary treatments (e.g. acupuncture, hydrotherapy)
- ✅Public liability up to £1.5 million optionally available
- ✅Flexible monthly or annual payment options as standard
- ✅Clear and prompt claims handling, high customer satisfaction (4.4 Trustpilot score/9,000+ reviews)
- ✅Transparent policy wording and claims documentation
- ✅Immediate termination possible, with pro-rata reimbursement (annual cover)
Why trust HelloSafe?
At HelloSafe, our pet insurance expert reviews market policy terms and conditions, as well as pricing, every year to provide you with reliable and unbiased analysis. Thanks to this dedication, hundreds of thousands of users across the UK trust us each month to guide them in their most important financial decisions.
Guarantees Insurance Emporium
Insurance Emporium stands out in the UK market by offering highly customisable cover, allowing pet owners to select either Accident Only vet fee insurance or standalone Public Liability, each with clear limits and annual or monthly terms.
The Accident Only plan covers veterinary fees strictly for accidental injury, including some alternative treatments, subject to a per-incident or annual excess specified in the policy, but it excludes cover for illness or routine/preventive care, which remains a notable gap compared to full health plans.
Public Liability is available independently with high annual and monthly compensation caps, specifically for damage or injury caused by dogs, but with strict exclusions for aggressive pets, business use, or claims involving the owner’s household.
While the claim process is praised for transparency and speed, the policies feature several sub-limits per treatment type and do not include prevention, death/cremation, travel, or broader wellness benefits.
Exclusions mostly relate to pre-existing conditions, illness, routine healthcare (vaccines, dental scaling, neutering), and any events outside the UK, Channel Islands, or Isle of Man.
| Guarantee Name | Accident Only Vet Fees | Public Liability Only |
|---|---|---|
| Positioning of the cover | Basic accident vet fees only, no illness/health cover | Damage/injury to third parties by dogs |
| Type of cover | Accident only (no illness), veterinary treatment | Third-party damage/injury by the dog |
| Covered animals | Pets (cats and dogs), healthy at policy start | Dogs only |
| Reimbursement rate (%) | NC (subject to claim review and schedule limits) | N/A |
| Annual vet fee reimbursement limit | Per-accident: amount set by schedule, sub-limits per session/treatment | N/A |
| Annual excess/per-claim excess | Per-incident or annual (as stated in schedule); customer feedback suggests £115+ | Yes, amount NC (see policy schedule) |
| Min & max pet age to enrol (cats) | NC | NC |
| Min & max pet age to enrol (dogs) | NC | NC |
| Health questionnaire required? | NC | NC |
| Waiting period for illness | ❌ (illness not covered) | N/A |
| Waiting period for accidents | NC | N/A |
| Lifetime coverage once enrolled? | NC | NC |
| Vet consultations (standard, emergency, specialist) | ✅ (max £45/regular, £90/specialist per visit, limited to accidents) | ❌ |
| Medications | ✅ (for accident only, subject to vet’s prescription and policy limits) | ❌ |
| Hospitalisation | ✅ (£40 per accident, minus 10% for ordinary costs) | ❌ |
| Ambulance fees | ❌ | ❌ |
| Surgery, anaesthesia | ✅ (for accidents only, within policy cap) | ❌ |
| Scans (MRI, CT, ultrasound) | ✅ (if related to accident and prescribed, within policy cap) | ❌ |
| Laboratory tests | ✅ (if related to accident, subject to limits) | ❌ |
| Radiotherapy | ❌ | ❌ |
| Dental treatment | ❌ (routine/preventive/disease not covered; accident-related NC) | ❌ |
| Scaling/cleaning | ❌ | ❌ |
| Preventive care allowance (e.g. vaccine, flea, chip) | ❌ (not covered under vet fee or separate) | ❌ |
| Complementary/alternative therapies | ✅ (e.g. acupuncture, hydrotherapy, laser: up to £250/injury for hydrotherapy) | ❌ |
| Prescription diet (therapeutic food) | ❌ | ❌ |
| Geographic area/travel coverage | UK, Channel Islands, Isle of Man only | UK, Channel Islands, Isle of Man only |
| Death/cremation benefit | ❌ | ❌ |
| Euthanasia | ❌ | ❌ |
| Theft/loss/search costs | ❌ | ❌ |
| Boarding/kennel fees (incapacity of owner) | ❌ | ❌ |
Good to know
Good to know: Specific maximums apply per consultation type/treatment: e.g., consultations £45/visit, hospitalisation £40/incident, hydrotherapy £250/injury. No illness, disease, preventive care, dental work, routine check-ups, or travel covered. Owner must keep vaccinations and annual checks up to date for cover to apply. The claims process is typically fast and transparent, but admin charges and excesses apply per the policy. For all non-accident wishes (illness, death, prevention), this insurer’s default offering does not provide cover.
Compare Insurance Emporium with other providers to find the most suitable and cost-effective option for your pet’s needs.
👉 Compare pet insurance plans for freeStart saving on vet billsInsurance Emporium exclusions
The Insurance Emporium sets itself apart with a strict "accident-only" approach for vet fees, meaning all illnesses—no matter the cause or timing—are categorically excluded, unlike many UK competitors offering mixed accident/illness cover.
Medical exclusions are notably comprehensive: pre-existing injuries, ongoing or prior symptoms, breed-specific conditions unless underwritten individually, and all preventive, cosmetic, or elective treatments are excluded. Notable exclusions include injuries outside the UK, Channel Islands, or Isle of Man, as well as any treatment without clinical evidence or by non-accredited professionals.
For liability, any damage caused by dogs with prior behavioural or aggression issues, incidents involving family or paid handlers, and any event linked to professional or commercial activity are barred.
Exclusions also extend to claims arising from undeclared health facts, regulatory breaches, fraud, war/pandemic, or failure to meet annual exam and vaccination obligations.
| Exclusions | Details |
|---|---|
| Medical Exclusions |
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| Geographical Exclusions |
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| Administrative/Documentation Exclusions |
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| Identification & Preventive Care |
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| Liability Exclusions |
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| Legal/Regulatory Exclusions |
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| Fraud & Misrepresentation |
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| Other General Exclusions |
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- All illnesses, regardless of type or timing
- Pre-existing injuries or symptoms arising before cover
- Breed-specific/individual exclusions as notified
- Preventive, cosmetic, dietary, or elective procedures (e.g. neutering, vaccination, dental scaling)
- Costs relating to gestation, birthing, weight management, prosthetics (except hips/elbows), organ transplants
- No cover for treatments without clinical symptoms, or without appropriate proof
- Treatments by non-accredited practitioners
- Any incident or treatment occurring outside the UK, Channel Islands, or Isle of Man
- Absence of invoices or valid veterinary reports
- False declarations or omitted health disclosures
- Claims submitted after contract termination
- Failure to notify changes or comply with claim processes
- Lack of up-to-date vaccinations or annual vet exam
- Animal not correctly identified (tag, chip, or collar)
- Damage/injury caused by dogs with known aggression or behavioural issues
- Incidents involving the policyholder, their family, employees, or anyone handling the animal on their behalf
- Claims from commercial/professional activities or property rental
- Damage to other animals or livestock (e.g. sheep)
- Breach of animal welfare or transport laws
- Incidents arising from regulated diseases, pandemics, terrorism, war, riots, or nuclear events
- Claims arising from fraudulent, exaggerated, or misrepresented information
- Deliberate omission of material facts
- Non-covered expenses (admin fees, travel, burial/cremation)
- Any risk specifically excluded or not expressly listed in policy schedule
Insurance Emporium rates
Overall, Insurance Emporium positions itself as an economical but limited player in the UK pet insurance market.
Coverage is strictly for accidents (no illness or comprehensive health/RC bundles by default), resulting in lower monthly premiums compared to providers offering broader or premium coverage.
Benefits per claim are subject to moderate sub-limits and per-accident excess, which helps contain costs but can lead to lower reimbursements, especially after administrative fees and deductions.
Service is mostly traditional (paper-based claims with some desire for more digitalisation), explaining why it is not the absolute cheapest among digital-first competitors, but its focused risk pool helps avoid high premiums.
This makes Insurance Emporium suitable for owners mainly seeking low-cost, basic protection against accidental injuries, but less attractive for those needing all-round medical or illness cover or a fully digital experience.
Compare leading insurers to secure the best value for your pet’s health and avoid overpaying for features you do not need.
| Accident Only | Public Liability Only | |
|---|---|---|
| Young cat (2-4 yrs) | £4/mo | £2/mo |
| Senior cat (7-8 yrs) | £7/mo | £2.50/mo |
| Small breed dog (2-4 yrs) | £5/mo | £3/mo |
| Large breed dog (2-4 yrs) | £7/mo | £4/mo |
| Small breed dog, senior (7-8 yrs) | £10/mo | £4.50/mo |
| Large breed dog, senior (7-8 yrs) | £13/mo | £5.50/mo |
Insurance Emporium promo codes
| Insurance Emporium Promo Codes | Details |
|---|---|
| HelloSafe promo code | -5% on your quote |
Note: Promo codes may change. For the latest discounts, visit our pet insurance comparison.
How much will I be reimbursed with Insurance Emporium?
How does reimbursement with Insurance Emporium work?
With Insurance Emporium, if your pet suffers an accident, eligible vet fees are reimbursed up to the maximum amount stated in your policy, after deducting the fixed excess (excess or franchise) indicated in your contract. The reimbursement is typically calculated after this fixed excess per accident, and only for accidental injuries (not illness). The highest vet fee cover comes with the "Accident Only" premium plan, offering increased maximum limits per incident.
Example 1: Vet Consultation and X-ray Following a Car Accident
Total vet fees: £390 (Emergency consultation, pain relief meds, and X-ray)
Fixed excess to deduct: £115 (first accident of the policy year)
Amount eligible for reimbursement after excess: £390 – £115 = £275
Maximum per consultation/X-ray applies
- Vet consultation cap: £45
- X-ray (often classed under "diagnostic"): up to £250 per accident
- Let’s assume the X-ray and vet fee both fit within the allocated per-accident limits.
Amount reimbursed:
- Vet consult: £45
- X-ray: £250
- Total reimbursed: £45 + £250 = £295 (but since claim is £275 after excess, reimbursement will be £275)
👉 You receive £275 back into your account, leaving you only the £115 excess to pay.
ℹ️ Claims are always subject to policy limits for each service (consultation, diagnostic, etc.) and the global annual cap for accidental injuries. The fixed excess is only deducted once per new incident/accident.
Example 2: Surgical Treatment After Bone Fracture (Leg Surgery)
Total vet fees: £1,600 (Orthopaedic surgery, anaesthesia, hospitalisation, pain medication)
Fixed excess already paid for this accident (if this is continued care for the fracture this policy year): £0
Or: If it’s a new unrelated accident, another £115 excess applies.
Are all amounts eligible within their per-event limits?
Vet/Specialist surgery tends to be capped at the maximum per accident/event as listed in your policy. Assume the "premium option" grants a higher per accident cover, e.g., £2,500.
Amount eligible for reimbursement after excess:
- If excess already paid: £1,600 reimbursed
- If new event (excess applied): £1,600 – £115 = £1,485 reimbursed
👉 You are reimbursed up to £1,485 for this event, meaning you only pay the £115 excess out of pocket for a major bill!
ℹ️ Claims in excess of the specific per-incident or annual caps will not be reimbursed—so always check your schedule for precise limits.
Example 3: Out-of-hours Emergency Vet Visit After Roadside Injury
Total vet fees: £210 (Out-of-hours surcharge & urgent care, wound dressing, antibiotics)
Maximum for out-of-hours vet call: £115
Excess to deduct: £115 (if not already paid for another accident this period)
Amount eligible after excess:
£210 – £115 = £95
Policy will pay up to the maximum for out-of-hours treatment:
- Since the out-of-hours fee is capped at £115 per incident, and treatment costs don’t exceed this, the total claim is eligible (subject to overall per-event max).
👉 You receive £95 back on this bill – which means, for everything above the £115 excess, Insurance Emporium steps in to shoulder the burden!
ℹ️ Emergency and out-of-hours treatment limits may apply, but this coverage can make all the difference when facing unexpected high vet charges.
Choosing a higher cover level with Insurance Emporium means more major accidents can be reimbursed up to realistic vet bill amounts, leaving you to pay only the policy fixed excess—many pet owners find this reassuring!
Assistance Insurance Emporium
The Insurance Emporium does not offer an advance payment solution, requiring owners to pay the vet directly and claim reimbursement afterwards, which is standard in the UK but less convenient for those facing large expenses.
There are no digital claims facilities such as a mobile application; all claims must be completed and submitted by form, which may delay processing and frustrate customers used to self-service platforms.
No telemedicine, 24/7 veterinary emergency hotline, or partner clinic network is included, leaving policyholders to manage emergencies without dedicated support outside regular vet access.
Cover is strictly limited to accident-only events (illness and chronic conditions are excluded) and applies solely in the UK, Channel Islands, and Isle of Man—any event outside this geography is not reimbursed.
Paperwork and pre-authorisation requirements are clear but can introduce friction, and there is no support for stays or care outside the stated territory, which could be restrictive for travelling owners.
| Assistance Insurance Emporium | Available? | Details |
|---|---|---|
| Advance payment of vet fees | ❌ | No advance fee facility like Payvet or Carecredit. Owners must pay vets directly and claim back the costs. |
| Payment facilities | ✅ | Annual, calendar monthly, or 28-day rolling contracts. Payment by debit/credit card, Direct Debit, or cheque. |
| Mobile application | ❌ | No mobile app is available. Users request and submit claims via downloadable forms. |
| Digital claims/reimbursement management | ❌ | Claims are not fully digitised. Submission is by email, post, or phone—no client portal or true self-service. |
| 24/7 vet emergency assistance | ❌ | No vet emergency hotline or teleconsultation included. Owners must contact their own vet in emergencies. |
| Partner clinic/vet network | ❌ | No panel of preferred clinics or discount network. Claims valid for any UK-registered vet. |
| Cover abroad | ❌ | Cover only valid in UK, Channel Islands, and Isle of Man. No care or reimbursement abroad, even for temporary travel. |
Owners must pay vets directly and claim back the costs.
Payment by debit/credit card, Direct Debit, or cheque.
Users request and submit claims via downloadable forms.
Submission is by email, post, or phone—no client portal or true self-service.
Owners must contact their own vet in emergencies.
Claims valid for any UK-registered vet.
No care or reimbursement abroad, even for temporary travel.
Customer feedback on Insurance Emporium
| Review Site | Rating and Number of Reviews |
|---|---|
| Trustpilot | 4.4/5 (9,086 reviews) |
We have analysed reviews from the site listed above. On the positive side, policyholders who have taken out pet insurance with The Insurance Emporium often note:
- A fast and efficient claims process: the claims process is frequently described as quick, simple, and easy to follow, even during stressful pet emergencies.
- Prompt payments and transparent communication: customers appreciate fast settlements and clear explanations regarding their claims.
- Helpful and friendly customer service: support staff are widely praised for being polite, reassuring, and easily available by phone or online.
- Good value for money: many feel the coverage offered represents good value, especially compared to previous providers.
- Clear policy documents and proactive contact: policyholders report clear documentation and appreciate being reminded about renewals and important information.
On the negative side:
- The small print and multiple exclusions: several customers feel that policy exclusions and detailed terms reduce their final payouts more than expected.
- Administration fees and deductions: some are surprised by fixed excesses and extra admin fees that are subtracted from the reimbursement amount.
- Premium increases following claims: it is not uncommon for premiums to rise substantially after making a claim, which is frustrating for some.
- Occasional delays in processing: while often efficient, there are instances of slower claim resolution, particularly if the insurer is waiting for veterinary documents.
- A lack of 100% digital tools: a few customers would prefer a fully online claims submission rather than dealing with paper forms.
How can I contact Insurance Emporium?
| Customer Service Insurance Emporium | Details |
|---|---|
| For obtaining a quote or signing up online | You can use the HelloSafe pet insurance comparison tool, select the plan that suits you and click to obtain a quote. |
| To request and track a reimbursement |
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| To obtain proof of insurance |
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| To contact support |
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| To cancel my contract |
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- Download, complete, and submit the claim form (available online or by phone request).
- Provide veterinary report and all invoices/receipts.
- Claims can be submitted by email (feedback@emporium.co.uk), phone (0330 024 4005), or post (Insurance Emporium, Thorpe Underwood Hall, Ouseburn, York, YO26 9SS, UK).
- Typical reimbursement is by bank transfer.
- Claims are generally processed/sent within a few business days after receiving all documents; decision notified within 5 working days.
- Make sure your policy is active and all premiums are paid up.
- Request by phone (0330 024 4005), by email (feedback@emporium.co.uk), or by post (address above).
- Specify policyholder details (name, policy number, address) to receive your attestation.
- Call customer service: 0330 024 4005 (UK hours).
- Write to: feedback@emporium.co.uk
- Or by post: Insurance Emporium, Thorpe Underwood Hall, Ouseburn, York, YO26 9SS, UK.
- You can cancel at any time by contacting Insurance Emporium by phone (0330 024 4005), email (feedback@emporium.co.uk), or by post (address above).
- Attach your policy number and written cancellation request.
- For annual plans, a proportional refund is possible if no claim was made.
- For monthly plans, direct debits stop after cancellation.
- Admin fees may be applied.
- No specific notice period, but cancellation is effective upon insurer's processing.
- Include proof of identity if requested.
FAQ
Do I need to pay vet bills upfront with Insurance Emporium?
With Insurance Emporium, you generally need to pay veterinary bills upfront and then claim reimbursement. The insurer does not operate a direct payment or “payvet” system, so you will need to submit a claim form along with supporting documents to get your eligible costs reimbursed according to your policy terms.
How do I cancel my pet insurance policy with Insurance Emporium?
You can cancel your Insurance Emporium pet policy at any time by contacting them via phone, email, or in writing. You should provide your policy details and a signed request. There is no minimum notice period stated, but an administration fee may apply, and you may need to return certain documents. If on an annual policy and no claim has been made, you may be entitled to a pro-rata refund.
Does Insurance Emporium cover vet fees for illness as well as accidents?
Unless you have specifically chosen illness cover, the main "Accident Only" plan reimburses vet fees only for injuries directly resulting from accidents. Treatment for illnesses or pre-existing conditions is not included by default. Always check your policy schedule or add-ons for details on your level of cover.
Are there limits or exclusions I should know about with Insurance Emporium pet insurance?
Yes, each claim is subject to limits set out in your policy schedule; for example, specific maximums per accident and sub-limits for things like consultations or therapies. Illnesses, pre-existing conditions, costs above the set limits, and treatments outside the UK are excluded. Routine and preventative treatments (e.g. vaccinations) are also not covered.
Can my premium or excess increase after making a claim?
It’s possible for your premium or excess to rise at renewal, especially after you make a claim. Insurance Emporium reviews premiums and excesses annually based on claims history, pet age, and general risk factors. Any changes will be communicated ahead of your policy renewal date.
Do I need to pay vet bills upfront with Insurance Emporium?
With Insurance Emporium, you generally need to pay veterinary bills upfront and then claim reimbursement. The insurer does not operate a direct payment or “payvet” system, so you will need to submit a claim form along with supporting documents to get your eligible costs reimbursed according to your policy terms.
How do I cancel my pet insurance policy with Insurance Emporium?
You can cancel your Insurance Emporium pet policy at any time by contacting them via phone, email, or in writing. You should provide your policy details and a signed request. There is no minimum notice period stated, but an administration fee may apply, and you may need to return certain documents. If on an annual policy and no claim has been made, you may be entitled to a pro-rata refund.
Does Insurance Emporium cover vet fees for illness as well as accidents?
Unless you have specifically chosen illness cover, the main "Accident Only" plan reimburses vet fees only for injuries directly resulting from accidents. Treatment for illnesses or pre-existing conditions is not included by default. Always check your policy schedule or add-ons for details on your level of cover.
Are there limits or exclusions I should know about with Insurance Emporium pet insurance?
Yes, each claim is subject to limits set out in your policy schedule; for example, specific maximums per accident and sub-limits for things like consultations or therapies. Illnesses, pre-existing conditions, costs above the set limits, and treatments outside the UK are excluded. Routine and preventative treatments (e.g. vaccinations) are also not covered.
Can my premium or excess increase after making a claim?
It’s possible for your premium or excess to rise at renewal, especially after you make a claim. Insurance Emporium reviews premiums and excesses annually based on claims history, pet age, and general risk factors. Any changes will be communicated ahead of your policy renewal date.
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