Petgevity Customer Reviews (Formally Petsure)

Summary

Petgevity is a UK pet insurance provider specialising in lifetime cover, widely considered the most comprehensive type of pet insurance because it pays out year after year for ongoing conditions. The brand was formerly known as Petsure before rebranding in 2025, and is part of the Staysure Group, a well-established name in UK insurance.

Where Petgevity stands out is in its inclusivity. Unlike many rivals, it does not impose an upper age limit, and it will consider pets with pre-existing conditions through its “Lifetime Plus” policies. That makes it attractive for owners of older pets or breeds prone to hereditary conditions, where many insurers simply refuse cover. Customers can choose annual vet fee limits between £1,000 and £15,000, and policies can be tailored with or without an excess or “bill share.” Optional add-ons cover dental illness, complementary therapy, behavioural treatment, overseas travel, and even farewell cover (euthanasia costs).

Another strength is added value. All policies include 24/7 video vet consultations via FirstVet, giving owners immediate access to professional advice without a trip to the surgery. Multi-pet discounts are also available, and policies can be managed online, which keeps the admin simple.

How Petgevity compares to competitors

Compared with other leading pet insurers, Petgevity sits in the upper middle ground. It is more flexible than budget providers like Animal Friends, who often exclude chronic or pre-existing conditions, and offers more customisation than Waggel, which takes a one-size-fits-all approach. Its benefits are comparable to ManyPets, another strong choice for lifetime cover and pre-existing conditions.

Where Petgevity falls short is in claims performance. Independent research by Which? found Petgevity paid 83% of claims in 2023, against an industry average of 95%. That doesn’t mean most claims fail—thousands of customers report smooth, fast payouts—but it does suggest stricter policy definitions or exclusions than some rivals. It’s also worth noting that customer feedback shows premiums can rise sharply at renewal, particularly for older pets or after a claim.

Customer experience and reputation

On Trustpilot, Petgevity scores around 4.3 out of 5 from thousands of reviews, with 80% rating it excellent. Many highlight friendly, responsive staff and claims settled within a week. However, a minority report frustration with price hikes and claim denials over what the insurer deems pre-existing. Reviews on Smart Money People echo this picture: generally positive, but with enough negative feedback to make prospective customers cautious about reading the small print.

Is Petgevity a good pet insurance provider?

Petgevity is a strong choice for pet owners who want lifetime protection, tailored policies, and cover for pets often excluded elsewhere. Its extras, such as 24/7 vet video calls, are genuinely useful, and its flexibility on pre-existing conditions makes it stand out.

However, its claims ratio lags behind the best in the market, and the possibility of steep renewal increases should be factored into budgeting. For pet owners who want certainty of cover and are prepared to pay for peace of mind, Petgevity is a competitive, feature-rich option worth considering alongside rivals like ManyPets and Waggel.