Insurance Emporium

Is Insurance Emporium Pet Insurance Worth It? Reviews 2025

The Insurance Emporium
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Our expert's review of Insurance Emporium

Last update: 21 June 2025
Insurance EmporiumInsurance Emporium
4.0
hellosafe-logoScore
Charlotte Green
Charlotte Green
Finance content specialist

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
Insurance EmporiumInsurance Emporium
4.0
hellosafe-logoScore
  • 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

Last update: 21 June 2025
Charlotte Green
Charlotte Green
Finance content specialist
  • 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
Insurance EmporiumInsurance Emporium
4.0
hellosafe-logoScore
  • 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)
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.
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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 NameAccident Only Vet FeesPublic Liability Only
Positioning of the coverBasic accident vet fees only, no illness/health coverDamage/injury to third parties by dogs
Type of coverAccident only (no illness), veterinary treatmentThird-party damage/injury by the dog
Covered animalsPets (cats and dogs), healthy at policy startDogs only
Reimbursement rate (%)NC (subject to claim review and schedule limits)N/A
Annual vet fee reimbursement limitPer-accident: amount set by schedule, sub-limits per session/treatmentN/A
Annual excess/per-claim excessPer-incident or annual (as stated in schedule); customer feedback suggests £115+Yes, amount NC (see policy schedule)
Min & max pet age to enrol (cats)NCNC
Min & max pet age to enrol (dogs)NCNC
Health questionnaire required?NCNC
Waiting period for illness❌ (illness not covered)N/A
Waiting period for accidentsNCN/A
Lifetime coverage once enrolled?NCNC
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 coverageUK, Channel Islands, Isle of Man onlyUK, Channel Islands, Isle of Man only
Death/cremation benefit
Euthanasia
Theft/loss/search costs
Boarding/kennel fees (incapacity of owner)
Comparison of Accident Only Vet Fee and Public Liability Only insurance with Insurance Emporium.
Positioning of the cover
Accident Only Vet Fees
Basic accident vet fees only, no illness/health cover
Public Liability Only
Damage/injury to third parties by dogs
Type of cover
Accident Only Vet Fees
Accident only (no illness), veterinary treatment
Public Liability Only
Third-party damage/injury by the dog
Covered animals
Accident Only Vet Fees
Pets (cats and dogs), healthy at policy start
Public Liability Only
Dogs only
Reimbursement rate (%)
Accident Only Vet Fees
NC (subject to claim review and schedule limits)
Public Liability Only
N/A
Annual vet fee reimbursement limit
Accident Only Vet Fees
Per-accident: amount set by schedule, sub-limits per session/treatment
Public Liability Only
N/A
Annual excess/per-claim excess
Accident Only Vet Fees
Per-incident or annual (as stated in schedule); customer feedback suggests £115+
Public Liability Only
Yes, amount NC (see policy schedule)
Min & max pet age to enrol (cats)
Accident Only Vet Fees
NC
Public Liability Only
NC
Min & max pet age to enrol (dogs)
Accident Only Vet Fees
NC
Public Liability Only
NC
Health questionnaire required?
Accident Only Vet Fees
NC
Public Liability Only
NC
Waiting period for illness
Accident Only Vet Fees
❌ (illness not covered)
Public Liability Only
N/A
Waiting period for accidents
Accident Only Vet Fees
NC
Public Liability Only
N/A
Lifetime coverage once enrolled?
Accident Only Vet Fees
NC
Public Liability Only
NC
Vet consultations (standard, emergency, specialist)
Accident Only Vet Fees
✅ (max £45/regular, £90/specialist per visit, limited to accidents)
Public Liability Only
Medications
Accident Only Vet Fees
✅ (for accident only, subject to vet’s prescription and policy limits)
Public Liability Only
Hospitalisation
Accident Only Vet Fees
✅ (£40 per accident, minus 10% for ordinary costs)
Public Liability Only
Ambulance fees
Accident Only Vet Fees
Public Liability Only
Surgery, anaesthesia
Accident Only Vet Fees
✅ (for accidents only, within policy cap)
Public Liability Only
Scans (MRI, CT, ultrasound)
Accident Only Vet Fees
✅ (if related to accident and prescribed, within policy cap)
Public Liability Only
Laboratory tests
Accident Only Vet Fees
✅ (if related to accident, subject to limits)
Public Liability Only
Radiotherapy
Accident Only Vet Fees
Public Liability Only
Dental treatment
Accident Only Vet Fees
❌ (routine/preventive/disease not covered; accident-related NC)
Public Liability Only
Scaling/cleaning
Accident Only Vet Fees
Public Liability Only
Preventive care allowance (e.g. vaccine, flea, chip)
Accident Only Vet Fees
❌ (not covered under vet fee or separate)
Public Liability Only
Complementary/alternative therapies
Accident Only Vet Fees
✅ (e.g. acupuncture, hydrotherapy, laser: up to £250/injury for hydrotherapy)
Public Liability Only
Prescription diet (therapeutic food)
Accident Only Vet Fees
Public Liability Only
Geographic area/travel coverage
Accident Only Vet Fees
UK, Channel Islands, Isle of Man only
Public Liability Only
UK, Channel Islands, Isle of Man only
Death/cremation benefit
Accident Only Vet Fees
Public Liability Only
Euthanasia
Accident Only Vet Fees
Public Liability Only
Theft/loss/search costs
Accident Only Vet Fees
Public Liability Only
Boarding/kennel fees (incapacity of owner)
Accident Only Vet Fees
Public Liability Only
Comparison of Accident Only Vet Fee and Public Liability Only insurance with Insurance Emporium.
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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.

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Insurance 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.

ExclusionsDetails
Medical Exclusions
  • 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
Geographical Exclusions
  • Any incident or treatment occurring outside the UK, Channel Islands, or Isle of Man
Administrative/Documentation Exclusions
  • 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
Identification & Preventive Care
  • Lack of up-to-date vaccinations or annual vet exam
  • Animal not correctly identified (tag, chip, or collar)
Liability Exclusions
  • 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)
Legal/Regulatory Exclusions
  • Breach of animal welfare or transport laws
  • Incidents arising from regulated diseases, pandemics, terrorism, war, riots, or nuclear events
Fraud & Misrepresentation
  • Claims arising from fraudulent, exaggerated, or misrepresented information
  • Deliberate omission of material facts
Other General Exclusions
  • Non-covered expenses (admin fees, travel, burial/cremation)
  • Any risk specifically excluded or not expressly listed in policy schedule
Comprehensive list of main exclusions defined under The Insurance Emporium's accident-only cover
Medical Exclusions
Details
  • 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
Geographical Exclusions
Details
  • Any incident or treatment occurring outside the UK, Channel Islands, or Isle of Man
Administrative/Documentation Exclusions
Details
  • 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
Identification & Preventive Care
Details
  • Lack of up-to-date vaccinations or annual vet exam
  • Animal not correctly identified (tag, chip, or collar)
Liability Exclusions
Details
  • 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)
Legal/Regulatory Exclusions
Details
  • Breach of animal welfare or transport laws
  • Incidents arising from regulated diseases, pandemics, terrorism, war, riots, or nuclear events
Fraud & Misrepresentation
Details
  • Claims arising from fraudulent, exaggerated, or misrepresented information
  • Deliberate omission of material facts
Other General Exclusions
Details
  • Non-covered expenses (admin fees, travel, burial/cremation)
  • Any risk specifically excluded or not expressly listed in policy schedule
Comprehensive list of main exclusions defined under The Insurance Emporium's accident-only cover

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 OnlyPublic 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
Sample monthly premium costs for Insurance Emporium accident and public liability cover by pet type and age.
Young cat (2-4 yrs)
Accident Only
£4/mo
Public Liability Only
£2/mo
Senior cat (7-8 yrs)
Accident Only
£7/mo
Public Liability Only
£2.50/mo
Small breed dog (2-4 yrs)
Accident Only
£5/mo
Public Liability Only
£3/mo
Large breed dog (2-4 yrs)
Accident Only
£7/mo
Public Liability Only
£4/mo
Small breed dog, senior (7-8 yrs)
Accident Only
£10/mo
Public Liability Only
£4.50/mo
Large breed dog, senior (7-8 yrs)
Accident Only
£13/mo
Public Liability Only
£5.50/mo
Sample monthly premium costs for Insurance Emporium accident and public liability cover by pet type and age.
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Insurance Emporium promo codes

Insurance Emporium Promo CodesDetails
HelloSafe promo code-5% on your quote
Current promo codes for Insurance Emporium.
HelloSafe promo code
Details
-5% on your quote
Current promo codes for Insurance Emporium.

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.

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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.

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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.

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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 EmporiumAvailable?Details
Advance payment of vet feesNo advance fee facility like Payvet or Carecredit.
Owners must pay vets directly and claim back the costs.
Payment facilitiesAnnual, calendar monthly, or 28-day rolling contracts.
Payment by debit/credit card, Direct Debit, or cheque.
Mobile applicationNo mobile app is available.
Users request and submit claims via downloadable forms.
Digital claims/reimbursement managementClaims are not fully digitised.
Submission is by email, post, or phone—no client portal or true self-service.
24/7 vet emergency assistanceNo vet emergency hotline or teleconsultation included.
Owners must contact their own vet in emergencies.
Partner clinic/vet networkNo panel of preferred clinics or discount network.
Claims valid for any UK-registered vet.
Cover abroadCover only valid in UK, Channel Islands, and Isle of Man.
No care or reimbursement abroad, even for temporary travel.
Summary of Insurance Emporium assistance features and availability.
Advance payment of vet fees
Available?
Details
No advance fee facility like Payvet or Carecredit.
Owners must pay vets directly and claim back the costs.
Payment facilities
Available?
Details
Annual, calendar monthly, or 28-day rolling contracts.
Payment by debit/credit card, Direct Debit, or cheque.
Mobile application
Available?
Details
No mobile app is available.
Users request and submit claims via downloadable forms.
Digital claims/reimbursement management
Available?
Details
Claims are not fully digitised.
Submission is by email, post, or phone—no client portal or true self-service.
24/7 vet emergency assistance
Available?
Details
No vet emergency hotline or teleconsultation included.
Owners must contact their own vet in emergencies.
Partner clinic/vet network
Available?
Details
No panel of preferred clinics or discount network.
Claims valid for any UK-registered vet.
Cover abroad
Available?
Details
Cover only valid in UK, Channel Islands, and Isle of Man.
No care or reimbursement abroad, even for temporary travel.
Summary of Insurance Emporium assistance features and availability.

Customer feedback on Insurance Emporium

Review SiteRating and Number of Reviews
Trustpilot4.4/5 (9,086 reviews)
Customer ratings for The Insurance Emporium pet insurance.
Trustpilot
Rating and Number of Reviews
4.4/5 (9,086 reviews)
Customer ratings for The Insurance Emporium pet insurance.

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 EmporiumDetails
For obtaining a quote or signing up onlineYou 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
  • 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.
To obtain proof of insurance
  • 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.
To contact support
  • 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.
To cancel my contract
  • 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.
Key contact methods and procedures for Insurance Emporium pet insurance customer service.
For obtaining a quote or signing up online
Details
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
Details
  • 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.
To obtain proof of insurance
Details
  • 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.
To contact support
Details
  • 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.
To cancel my contract
Details
  • 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.
Key contact methods and procedures for Insurance Emporium pet insurance customer service.

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.

Charlotte Green
Charlotte Green
Finance content specialist
HelloSafe
Charlotte is a finance content specialist with a sharp analytical mind and a strong academic background. She holds a degree in Philosophy, Politics and Economics (PPE) from the University of Oxford and a Master’s in Behavioural Economics from the London School of Economics. Her academic training gave her the tools to make sense of complex financial systems—and to explain them in a way that’s both smart and relatable. Before joining HelloSafe, Charlotte worked in editorial roles for financial media and strategy firms, where she focused on personal finance, digital banking, and policy analysis. She is passionate about helping people make informed decisions about their money, especially in an age where the financial landscape is changing fast. At HelloSafe, she covers key topics such as insurance, tax, utilities, credit and budgeting tools. Her mission: provide clear, honest and actionable insights that empower readers to take control of their financial lives with confidence.

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