The Insurance Factory (Motor) Reviews 

I have had Asda pet insurance which is fine via Insurance Factory since 2023, I have made 1 claim in Sept 24 and after 3 months my claim has still not been resolved. I have spent numerous hours on telephone calls getting absolutely nowhere and sent over 18 emails to try and get a response. They DO NOT like to pay out on insurance claims and will do anything to delay the process. There have requested information from mom y vets on 3 separate occasions when they have been sent the invoice. If you are looking to insure your pet don’t go with them, I post nearly £50 a month for absolutely no service. I would suggest paying that premium (which I think is quite high abed not a cheap insurance policy) you’re better off going with a reputable company like animal friends or pet plan for a similar amount. Very poor customer service AVOID unless you’re happy to spend gals ac year trying to claim the money back.

If I could put minus I would.
I have had Asda Pet insurance for many years usually for 2 dogs. However the service at the moment is abysmal!
My current claim has almost 10 week delay. Communication is dire!
As a pensioner with limited resources this is now starting to impact on the care of my dog!
I will be cancelling the policy for my younger pet, which I have had for 2 and half years, thankfully not needed to claim. I cannot take a risk by remaining with Asda who operate through the Insurance Factory!A

The background noise made the renewal very difficult.

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