Pet Insurance: The service while on the line was exemplary

Item: OUTsurance
Rating: 2
Author: victoria V

Pet Insurance: The service while on the line was exemplary. Unfortunately when I received the Policy Document my dog's name was spelt incorrectly and I had been given the wrong cover. These should be easy to fix by a simple email but unfortunately one gets this message: 'We’re unable to reply to your mail. So, let’s chat! ' This really irks me when companys do not reply to emails. I submitted a 'Request a call' on the app to no avail. Obviously I will have to call them to fix it :-(

Helpful (0)

Replies (3)

OUTsurance's replyOfficial

24 Mar 2026, 09:17

Hello Victoria

Further to our initial response to your review, we received feedback from our client care manager, confirming you were contacted.
We corrected the spelling of your dog's name and again apologise for the error.

The cover was explained in more detail, and you are satisfied that we are offering correct and sufficient cover on the policy.

Thank you for your feedback and accepting our apologies for the error.

Regards
The OUTsurance Team

OUTsurance's reply24 Mar 2026, 09:17

Official

victoria V's updateReviewer Update

24 Mar 2026, 12:36

Thank you Outsurance for stepping up to the plate and providing brilliant follow up service. The response was quick, the staff friendly and knowledgeable, the cover suits my needs perfectly, and I am a happy client.

victoria V's update24 Mar 2026, 12:36

Reviewer Update

OUTsurance's replyOfficial

25 Mar 2026, 08:31

Thank you for your kind reply, Victoria.

Regards
The OUTsurance Team

OUTsurance's reply25 Mar 2026, 08:31

Official

Thank you for your kind reply, Victoria.

Regards
The OUTsurance Team