We lost our dog at 13 years, have paid the insurance each month to Purely Pets reaching over £100 in the later years. Have fortunately never had to claim until the very end, some investigative tests before he had to be put to sleep. When cancelling the policy we were told that we would also be due for a refund and both payments would be processed within 20 working days. Weeks passed and when we realised we had not received the funds we tried to chase only to be told that there were delays due to Purely Pets having to process a lot of claims at that time. I was told I couldn't speak with anyone more senior and there was no more I could do to get an answer, I would simply have to wait. Do not insure beloved pets with this company, they only make an upsetting time worse.