The Insurance Factory (Motor) Avaliações 

Do not take out pet insurance with this company. My insurance was with Asda now run by this company. Claims take in excess of 3 months to be processed and this has now been for over two years, continued excuse is that it is a busy time. Then they will not always pay for claims, citing small print that I have never seen with Petplan. Spend a bit more money on the premium and use a more reputable company as it will benefit in the long run. I wish I had and I’m now tied to this company with a lifetime condition policy.

Still waiting for our claim to be assessed, after three months. Still no indication as to when this might happen. Avoid this company at all costs as if I didn't know better I would think it is some kind of scam. Oh and you'll have to wait on the phone for 30 mins to speak to anyone....

Very poor service. Like other reviews the delays in paying are ridiculous. The claim was submitted at the start of October and they took 3 weeks to acknowledge.
Another 6 weeks has passed and it has still has not been authorised.
The excuse of 'we are so busy' is pathetic!

Substantial claim submitted 26/9/2024 to Healthy Pets for treatment for cat with lymphoma. Cat has since died but still no money from claim. Emailed several times, spoke on phone, and only response is its being dealt with, that they're very busy. This is appalling service. Where is my money?

Now contacting Financial Ombudsman.

Really helpful telephone conversation which made getting the appropriate insurance straightforward.

Awful experience incompetent handling of a basic claim still ongoing months after claim started 10 weeks and the claim hasn't even started to be processed AVOID AT ALL COST

Absolutely avoid this company at all cost.
They delay, delay and stall claims.
We have been waiting since early July for our continuation claim to be settled. They keep stalling stating they need more information from the Vets. They have had all the information that they need and now state they require further information and if this is not received within 31 days the claim will be cancelled. Absolutely disgusting behaviour. How can you think it’s Legitimate operate like this?
Do not waste your hard earned money on this company.

Alex was fantastic from start to finish helping me get the correct policy for my son’s car, he explained everything clearly and didn’t pressure me to take the policy. Great service! Thank you

Worse company i have had to deal with . We have sent countless emails and had countless calling chasing our claim which is now 5 months old .. Have asked numerous times for a senior manager toive a reply or call . i urge you to use anyone but the insurance factory as they will take your money and if you have to claim will refuse to pay out ..

Refused to pay out for when we had to have our dog put to sleep citing arthritis as a previous condition (which was declared). Absolutely scam. At no point is end of life cover indicated as something that wouldn't be paid for in these circumstances and they were very pleased to take a significant premium every month. Worth avoiding at all costs.

Thanks to Florina. Very helpful and kind.

Good sevice polite staff.explained every thing about my policy..

was impressed on how helpful they were customer service wise , but considering the price even for an experienced older driver , I did feel the quote could have been cheaper ,

the people I spoke to were very helpful. I have been with Insurance Factory for some years now and have no complaints about the service

Refused to let my son speak to a manager saying one will ring back within 3 days. 3 times this request and still no manager.
Today when he rang again got told we dont believe your cat is dead, even after he took the cats body to his own vets.
Hes heartbroken and this is how callous these people are Avoid

The staff was very helpful and well explained. Kudos to him . Thank you Michael

Doing business with the Insurance Factory Yesterday was indeed a satisfactory experience. It was really a pleasure to speak with Ms. Kanynisola. I felt that she really understood the frustration that we were faced with and she was there genuinely to help and not just to receive our money.
She was very kind and perlite even when she had to ask sensitive and uncomfortable questions she was professional and respectful which made the interaction so much easier and worthwhile.
Thank you Ms. Kenynisola.

Policy now Cancelled thank goodness, after the Shock of having the Policy go from £335 to over £600 which is Ripping us off Big Time, so watch out.

Have now with another Company for the same as Last Years Premium £335 with an added £1000 from 6000 to 7000 pounds, and the same cover.

So my advice tread very Cautiously with this Company.

They were informed but there so called MD did not comment to what I said as above.

My claims settlement money was supposed to be paid to me but has been sent to a mystery bank account! I had paid for the vet treatment and was asking for the claims money to be sent to me and the vet will have shared the invoice to prove I paid by credit card but somehow insurance factory sent it to what they say is my vet but my vet didn’t ask to be paid and do not accept insurance claims direct and didn’t give their bank details so we now have no idea whatsoever where this money was sent to and why. It also looks like my claim input details have been changed. Petsure are saying they are just brokers and that insurancefactory are who settle the claims. I’ve lodged a complaint with Insurance factory but so far only getting platitudes and a standard response that the complaints service can take 30 days and if I am not satisfied I can go to the ombudsman. I now come on here to see this has happened to three other people with pet insurance with insurancefactory where the money was sent to the wrong place and the customer is out of pocket. So clearly this is a frequent mistake or worse that is happening in the company and customers should be being reimbursed and not having to wait for yet another investigation. GIVE ME MY MONEY I AM DUE! My premiums nearly doubled and I haven’t even got my legitimate claims money to show for it. This company is a disgrace. I look forward to a prompt response. Or I will be following this up/broadcasting this in every way possible.UPDATE 22nd October, why is Lancaster insurance answering on behalf of Insurance Factory here? Why has no one contacted me in response since I noticed these repeated company errors? Why have I not been sent the money I am due when the error was the fault of your company???? I will be taking my case and these others to the press if I don’t receive my money promptly.

UPDATE 1st Dec: this response from Insurance Factory is disingenuous as they have finally answered and not upheld my complaint as they claimed that I ticked the box to pay my vet ( I didn’t I ticked the box asking them to seek details of the treatment from my vet). They sent my money to Medivet who don’t even own my vet anymore ( they don’t check who to pay with the vet, they just go to a clearly out of date database!!) they have washed their hands of my case. So I am left to contact Medivet and chase my money and Medivet now say they have to refund it to Insurance Factory!!! Why are insurance factory not helping when this was not my mistake!!! Why would I tick a box to say pay my vet when I paid my vet already??? This is terrible terrible customer service. Will be taking this to the ombudsman.