Awful company, please do not use. My pet was diagnosed with terminal cancer in October and needed some investigation work to get to that conclusion of which I claimed for. They have stalled and delayed paying out and in Jan 2022 I still have not received payment. Alarm bells started to ring for me when both my vet and the specialist vet would not directly communicate with the insurance to settle as they are renowned for this stalling procedure. The excuse Purely Pets have given me are that my vets have not responded to the information they required. My vets have been very responsive and have copied my in every email they have sent. So I know the insurance have all the information they need. I have no other option now but to escalate my complaint and report them to the ombudsman. Direct line were the best pet insurance company I used, I am sorry I switched now. Wish I had read the reviews first.