Overall customer experience with Exotic Direct is polarised, with many reporting extremely poor service and others praising excellent support. A significant number of customers report abysmal customer service, including excessively long hold times, being disconnected, and a complete lack of response to calls and emails. The claims process is frequently described as slow, with many reports of it taking several weeks to months, and claims are often denied based on policy exclusions. Many customers feel misled about policy coverage, discovering exclusions for common conditions only when making a claim, which they perceive as unfair. There are numerous allegations of the company being a scam, with accusations that it actively avoids paying valid claims and increases premiums while adding exclusions. Conversely, many long-term customers report a positive experience, describing the company as professional, caring, and efficient. These satisfied customers highlight fast and straightforward claim processing, with payments made directly to vets promptly. They praise the company's knowledgeable and friendly staff, who are responsive and helpful during stressful times. The company is commended for being one of the few insurers for exotic pets, providing essential peace of mind. Overall satisfaction is heavily dependent on whether a customer has had a claim denied or has experienced the reported poor communication.
What customers love
- Fast and efficient claim processing and payouts
- Helpful, friendly, and knowledgeable customer service staff
- Direct payment to veterinary practices
- Reliable and consistent service for long-term customers
- One of the few insurers offering coverage for exotic pets
Common concerns
- Extremely poor customer service with long hold times and no response
- Slow claims process taking weeks or months
- Frequent denial of claims based on policy exclusions
- Customers feel misled about policy coverage and exclusions
- Allegations of being a scam that avoids paying valid claims
Last updated 1 month ago
