Having been a customer for the last 2 years, I have never had cause to claim until today! I contacted purely pets via the telephone and was told that my claim was not covered due to it being a pre-existing condition. This was news to me having never made a claim and my dog not receiving any ongoing treatment. I have lodged a complaint as I felt this decision was outrageous. I agree that it was very easy to set up this policy and hand my money over however, when I needed them the ‘computer said no’! Consider your options carefully before signing up for this insurance company. Evidently, they will look for any reason not to pay out. I will not be renewing following on from this experience. This insurance provider is not about the animal but the money there is to be made.