“On their web site they state 20 days to deal with a claim .I have been waiting since June 2016 (14 weeks) still no response.Not acceptable.Fine until you have to claim, then they blame volume of claims the reason for delay.”
“I have made two claims over the years and waited over 2 months for both to be settled.
They do not respond to e-mails or calls. I am currently waiting to hear why they took £30
from my account after the policy had been cancelled. Needless to say I have now cancelled all my policy's with them, which total 4 in all and gone elsewhere. Truly appalling service .
Would never recommend them .”
“Purely Pets is just one big joke. They aim to settle claims in 10 working days but in my experience it takes them an average of 2 MONTHS. I find now they are not even answering calls. I've left emails but no one responds, I've left a number for a call back but no one ever gets back to me. Paid plenty money in over the years but once my dog was ill they just didn't want to know. It is stressful enough when your beloved pet is ill and the last thing you need is dealing with incompetent fools. DO YOURSELF A FAVOUR AND DON'T TOUCH THIS INSURANCE COMPANY”
“Purely Pets..... what can I say - I indicate 1 star but wish I could select lower. I was advised by the "purely pets claims department" that it was fine for me to pay the various bills over a period and then claim on a lump sum. This is NOT the best course of action as you will pay a significant proportion of the bills and then have a real challenge to recover any of the overall cost. If you do this you are taken on (what seems like) a never ending admin merry go round. I completed all required documents and 2 simple claims professionally presented by my vet were declined (This took almost 2 months). I do not believe that they ever intend to pay a claim and all efforts seem to be geared towards reasons why they should not pay. - I would definitely AVOID Purely Pets.”
“After waiting for over a month, claim was denied.
Condition of blocked bladder in cat, could be due to stress,they do not cover anything if stress related, even the word may if enough.
Exclusion clause 5.1A states they will not cover for illness. So any claim can be dismissed.
Do not be tempted by low premium, do not use, be warned.
I am going to,be using the Ombudsman and if necessary the claims court
The Cowboys must be stopped”
“Quick enough to take your monthly payment but have been waiting since beginning of April to receive money back from claim . They say 10 working days all I keep being told is they have a increased amount of claims and they are trying there best to get it dealt with .. Not good enough .. Customer service is useless .. Avoid this compNy”
“Had cover for a couple of years, never claimed on my policy. I unfortunately had to have my beautiful dog put to sleep. I was unable to claim for this due to his age which I was aware of and didn't have issue with. I therefore cancelled my policy as didn't need it any longer. I was sent an e mail advising that I was owed premium and it would be credited to my account. A few days letter I was sent a conflicting e mail saying I owed them money. I called and was advised that this was an administration fee and that the first letter was wrong. I was told it was in my policy wording therefore had to pay regardless. I complained about this as I was not given an apology for the error with the first incorrect email and also why was I paying this admin fee when it was an online provider? I was told I had to pay regardless or they would sent this to a debt collection company. So not only had I lost my best friend which I was deeply upset about I also had the added distress of being threatened with this when I had initially thought everything was ok and I was up to date with my payments. AVOID at all costs. Have no idea what real customer service is and are clearly only in it to make as much money as they can!!!”
“Went with Purely Pets in February 2015 p after our pet insurance company went into liquidation. Both our Italian Spinones were 7yrs 6months. In June one was taken seriously ill and admitted to Animal Health Trust Newmarket and over a period of three weeks went back twice had spleen removed and various biopsies. Purely Pets were fantastic dealt directly with AHT and settled without any problem. They have been wonderful when I have called up they have shown understanding and compassion. Our dog is on the road to recovery. I appreciate that the payment may go up next year but that unfortunately is the circumstances when the dog gets older. I cant recommend highly enough. Great Company and I have always had my dogs insured with other companies but never had service like I have with Purely Pets.”
“Do not touch they doubled my lifetime policy because they know if you go elsewhere you will not be covered for pre existing conditions and they will do what ever they can not to pay out I have cancelled my policy rather than keep giving them money for nothing”
“Respectfully suggest you read the adverse reviews before buying your insurance from this company. Then make up your mind. I.didn't heed the advice given, oh how I wished I had. Wouldn't have a policy with the if it were given.”
“I purchased a lifetime policy and now the dog is over 8 years old purely pets have increased my policy from £300 to £600 in one year as they know I can't go elsewhere because you would not be covered for pre existing conditions so they increase to what ever they want this is dispute me having to pay £99 ecesss plus 15% on top of any claim I wish I had never taken this policy out beware of this company”
“Switched after having a renewal amount of £77 per month from previous insurers . We had to claim shortly after changing and were very worried that we wouldn't be paid out. These worries were unfounded and Purely Pets were fantastic and paid out very quickly and without question. Can't recommend them highly enough on price and customer service.”
“Switched after having a renewal amount of £77 per month from previous insurers . We had to claim shortly after changing and were very worried that we wouldn't be paid out. These worries were unfounded and Purely Pets were fantastic and paid out very quickly and without question. Can't recommend them highly enough on price and customer service.”
“Unfortunately after having taken out this policy I have had 3 claims and every one has been handled exceptionally by the team at Purely Pets. There response has always been quick, helpful and very very kind.”
“I have recommended Purely Pets Insurance to friends and family who have taken policies with this pet provider. I would rate Purely Pets 'Highly recommended' Our Retriever became seriously ill this year and with the worry of a sick animal the last thing you need is doubt over your insurance provider. Purely Pets made the process of claiming really easy and hassle free.”
