Trent Services (Administration) Ltd

They don't mind taking money but won't pay when you claim. We had our dog neutered and she had complications afterwards. They are not paying because we've decided for a procedure! That's me leaving these greedy scammers

The claim took over a month to settle and was not settled in full. I had to constantly push for progress. You did not pay my out of hours fee. My pet fell ill on a bank holiday Sunday with over a dozen fits. Had I have waited for a normal appointment with my vets he would be dead. You didn't pay the insurance claim fee that my vets charged to send you the required documents. If I had not paid this I would not have been able to submit my claim at all. I paid out £502 and got back £260. Not acceptable.

Sorted out my claim with no issues. From submitting my claim form to the vet who then completed it and sent it on took about 4 weeks. I then received a confirmation email from Trent that they had received the form and would process it ASAP. Due to a high number of claims and a change in processes due to covid, it took a further three weeks before I received payment direct into my account less the excess.I would suggest once things return to normal, the lead times for resolving claims will be significantly reduced. Overall, very pleased with how my claim was dealt with.

It was really easy to submit my insurance claim. I had to fill the form in twice online due to having used two vets (one was out of hours). The process was quick and easy. My only complaint was that we submit the claim on the 6th June, our own vets sent both their forms back by the 16th June and then we were paid out on the 30th which was 2 weeks later. It would have been nice if it was a little bit quicker for payout. The online claim form was so easy to use that it would have been nice if they can develop some sort of tracking feature in future (claim received, what they are waiting for, in process, reviewing forms etc.), as I had to send a few follow up emails. Otherwise very satisfied with the resolution of our claim.

I insure my pets but sometimes need to claim too. When my dog recently bust his cruciate ligament, I submitted a claim. I phoned up and wi9thin an hour had an email with the claim form. Easy to fill in and it submitted as soon as my vet did his bit. I didn't hear anything for a while and chased it up; it would be good to get regular updates so I wasn't left wondering, or at least an indicative timescale for processing. Anyway, the claim was settled with zero fuss and I'm overall very pleased. I'd be happy to use this product again next year.

such a poor service, taken 3 months to complete a claim for sickness and when you follow their terms and conditions they still find loopholes to not grant your claim. I've been with these clowns for the past 4 years and never thought I would need their service but in my time of need, I feel let down and now I'm left in debt owning money that I thought would be covered by Trent Services.stay away from this poorly run company.

After nearly losing our dog Roxy to IMPA, we ended up rushing her to a Vet Hospital in Manchester, they saved her life! Having Pet Insurance is one of the best decisions we’ve ever made! Puffin Pet Insurance have been fantastic. I received a claim form in an email, I filled it in and gave it to the Vet Hospital, they in turn filled their bit in and then they sent it off. I also completed one and gave it to my vets and then that was also sent off. I few weeks later I received £2400 back, the excess being just £99. They were absolutely brilliant! I can’t fault them one bit. My little girl Roxy is now on steroids and I am about to fill in another form because her medication has cost me about £40 so far, it’s still on going. I’ve received another email today containing another claim form, I will complete it tonight and pass to my vets tomorrow. Well done Puffin! You’ve been wonderful!!!

Insured my dog with Trent lifetime pet insurance at 3 months old. Unfortunately she started fitting at 2 years and was found to be epileptic. Claims are handled OK although I had to chase payment a couple of times as it was a bit slow. Then this year after her 4th birthday they told me I had to renew her claim every year and pay an £110 excess plus I had to start paying 15% of every claim (and they also increased my monthly payment). There was no mention of this when I took out the insurance in 2019 and I'm not sure if this is common practice. I had already changed to ordering meds online as about half the price my vets charge. Of course I can't leave them now as no other insurance company would pay for an existing condition. Disappointed.

I have used this company for many years. As my dog regularly has treatment, I have to put claims in often. Claims used to be dealt with quickly and efficiently. Now, it takes up to 4 weeks or more. Generally communication is good and they do deal with the claim without a fuss eventually.Lifetime pet cover is definitely in need of some more claims handlers.

Customer service was excellent when I called to make a claim for my pet insurance. The staff were friendly and sent all the necessary paper work over straight away. My vets sent off the application and I got an email acknowledging Puffin had received and would be in touch when they had reviewed the claim. They approved it and the money was transferred into my bank quickly and without me needing to do anything else. Seamless and responsive experience (particularly important when your pet has just had surgery)!