Disappointed with the pet claims process at OUTsurance

I submitted a claim for my cat yesterday, and only after submitting the claim did they request my pet’s medical history from a previous vet. OUTsurance emailed the vet directly, and now I’m being told the process could take weeks before the claim is even assessed or paid out.

This is extremely frustrating because, as a policyholder, you expect these kinds of checks to be handled upfront when taking out the policy, not only once you need to claim. During an already stressful time involving a sick pet, waiting weeks for feedback or payment is very disappointing.

I also have pet insurance with Dotsure for my other fur babies, and the experience there has been far better. Claims are usually processed and paid on the same day, which gives real peace of mind.

At this stage, I’m unhappy with the lack of efficiency and communication from OUTsurance and will seriously reconsider continuing with them going forward.