Trent Services (Administration) Ltd - Cirencester

C T.

If i could give this company 0 stars i would. They did there best to not pay out despite having medical evidence and being entitled to being paid out due to the policy agreement. They were going against medical letters and acting like they were qualified doctors and challenging doctors letters. AVOID at all costs and don't waste your time with Trent Services

Simon

My direct debit has increased 29% today without warning. I shall be terminating my contract with them. They are only interested in making a profit. Just sad.

Ben P.

Had a policy for years happy to take your money, but when it comes to making a claim, couldn’t make it any more difficult. They do not advise or help you with the process Just expect you to know.

It’s all smiles and happiness when you’re taking the policy out but a different story from the staff when you’re trying to make claim they imply you’re not trying hard enough to find employment.

Is a disgrace of a company. Avoid at all costs if you don’t want to spend thousands of pounds protecting yourself for nothing.

Jayne P.

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.

Rick C.

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.

Sarah B.

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.

Luke

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)!

Julie P.

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.