“Shocking behaviour for an insurance company. I rang Purely Pets to make sure I was covered for a scan my dog needed. I was told yes covered but when settlement came £700 short. I challenged them and they paid £100 as agreed the recorded telephone conversation I had was misleading. I’m still £600 short. They don’t want to know now and told me to contact ombudsman. STAY CLEAR OF THIS COMPANY”
“Customer for 2 years paying premiums. My little dog developed a tumour that grew quickly it is hanging out of his mouth and growing. I have a £4000 vet bill and purely pets have declined out claim! Why? Because they have decided that I am not the dogs owner! I went into hospital and a family member looked after our dog for 3 weeks!.(Got to provide proof) Which can be given but my little dog does not have weeks to wait and purely pets refuse to give time limit to sort it out. My renewal is due July so that's probably why.
DO NOT use this company. We thought we were covered never missed a payment. It's not about people or money it's about a small dog seriously unwell and it's unfair and wrong on every level. Why is this company not regulated? Why does it take weeks/months to sort out? Why take our money and not pay out when needed? GREEDY dishonest and they don't care. Read all there reviews horrendous.”
“Buried hidden charges throughout the policy wording. All designed to hide the fact that they will pay out very little even if you get the claim authorised. A disgrace of an insurance company.”
“Also known as Insurance Factory If I could give 0 stars I would. Abysmal company. We made a claim 2 years ago and it took them 3 months of chasing for them to turn it down as a pre-existing condition. What they avtually did was to ask the vet if they could absolutely rule out an ear problem the dog had had two years before claimed for with another insurer, as the same problem as a skin condition which the vet had failed to diagnose. I gave up in the end, being messed around hy the insurer and the vet who refused to admit any liability for the rubbish information they gave. I just thought the insurer was underhand and had zero evidence to turn down the claim. They did give me £30 compensation for taking 13 weeks to turn it down. They claim on their wensite that it takes 4 weeks to make a claim. Even that is a long time compared with some industry rivals.
I made another claim on 22nd Feb. 4 weeks ago I was told that I had been on a list to be allocated to an assessor but had now been moved up and would be allocated a place on the assessors’ lists. So i had been on a list to go on another list and the call operator agreed that this was the case. I started calling again yesterday and they claimed that the vet hadn’t sent their invoice through in February. I knew this was not true because they copied me into the email with the invoice attached. They immediately found it. As soon as I mentioned a formal complaint and taking it to the ombudsman, I got a next day agreement to pay, although it now takes 5-7 days for payments to be processed.
They have offered me £30 to settle the complaint which I have refused. I sill take this all the way to the ombudsman because I don’t think this company should be trading, as whoever owns it are a bunch of inept shysters.”
“Made a claim in March still waiting keep sending same email to say need more info from vets which they have do e getting more and more annoyed goi g to stop direct debit until they pay up”
“Terrible company. Made a claim over a month ago, they got all the details they needed from me and the vets on day one. Just says they are processing the claim, they don't answer when you try to contact them.”
“Opened a claim in February, it's now April 17th (more than two months later) and I all I get is a weekly text saying they're still processing the claim. Awful, going straight back to my old insurance company.”
“Would give 0 stars if possible, still waiting on a claim from 26th of Jan, have complained and i am now waiting the 8 weeks to send the complaint to the finacial ombudsmen.
This company shouldnt be allowed to opperate. i chase them weekly and always make an excuse about waiting for something now its a £70 charge on a £1000+ claim”
“Having paid for pet insurance for our dog for 12 years and never made a claim, we recently had to make a claim for a lump removal, which was declined as Purely Pets classed it as a pre-existing condition as our dog, Sammy, had had a small skin tag in the same area before the policy started.
This is despite our vet writing to them and saying that the cancerous lump was not connected with the skin tag and therefore should not be treated as a pre-existing condition. Indeed the vets were extremely surprised to hear that the claim had been refused. We had to chase for an outcome at every stage and found the whole way that the claim was dealt with to be both unhelpful and underhand with recorded 'withheld number' phone calls that try to come across as friendly when in fact they are just trying to find any excuse to decline the claim.
We are straightforward honest people (perhaps too honest!) who never make insurance claims and this whole debacle has left us disillusioned with insurance in general and £1,600 out of pocket. So if your healthy dog has a skin tag (and what older dog doesn't?) be warned that this will be classed as a pre-existing condition.
My advice would be to dig a bit deeper into Purely Pets' reviews on this and other sites and avoid at all costs!”
“Hi, all.
Just for your information.
If you have Purely Pets Insurance, be aware there is a co-insurance.
So not only do you pay an excess you also pay a percentage of the total bill.
I found out the hard way........”
“AVOID THIS COMPANY - Would give them no star if I could.
Put in claims on 19th Jan and 2nd Feb totalling £2199, but they are still outstanding and being fobbed off that they are working hard processing them. Both forms were completed in full and emailed in by our vets who is actually a veterinary hospital and fully aware of claims and procedures, so knows how to complete claim forms. When you speak to anyone they say they cannot speed things up and then within days get another text message to say they are working hard to process the claim.
Reviewing a fully completed claim form, along with evidence from the vet who treated the animal is not difficult.
Now at the stage of having made a formal complaint and looking to get legal advice with potential of taking legal action and referring to the regulating body / organisation.”
“Appalling service, I rang to ask about the payment for my dogs treatment they agreed that it would all be fine then after treatment I have had to pay out much more than agreed then my monthly pay out doubled. I would advise to look elsewhere for your insurance.”
“total scammers dog went in with ear infection then grass seed was discovered in other ear all treatment continued
then infectiin spread to other ear to which purely pets considrered this a different claim so said i had to pay access again
it was all same treatment so they charged me two excess charges
rubbish insurance go elswhere for cover”
“Submitted my claim for dental treatment in December, straight up claim had to chase them several times kept fobbing me off after about 8 weeks of chasing finaly got informed that the claim had been settled .had to chase the payment to be put into my bank .was shocked to find that as well as the excess of £100 a further 20pc had been taken as my dog had reached the age of 8, so from a bill of almost £600 I got just over £300 back .they then hit me with my monthly payments increasing from £25.99 to £48.99 almost an 100pc increase ,up to this claim for dental treatment I had paid in for 7 years without any other claims .I've decided that it's going to be better to put some money away every month to pay for future veterinary treatment than to be ripped off at every turn.”
“Let me tell you about this company.
I have had a year plus ongoing complaint so much so I'm first name terms with the Escalations team.
Anyway that aside. Monday morning 4am my beautiful dog takes a negative turn, I do what anyone would do which is call the vet, I rush to the out of hours vet which is half an hour away.
By 5am I'm crying and being informed that she has heart failure and her lungs are full of fluid. The choices are to try and pain relief and do as much as they can or euthanasia. Can't even say it without getting upset.
What I should have done is consult the small print of my policy because, I should have left her on oxygen and comatose for 43 days which is then 36 months. Because guess what these sneaky something-holes have inserted into there contract.
No cementation fees until your policy is 36 months.
Mine was 34 weeks and 2 weeks.
You're reading this going - well no big deal that's the policy. Yeah I get that.
That doesn't diminish the overall standard of fights I've had with Purely Pets and this is the topper. I mean come on, what kind of clause even is that?
In many ways it isn't even about the money £300 it is what it is. Its the rawness of feeling. See how you feel if you fall foul of being unfortunate of these.”
“We have taken out the insurance with them in September 2023! When we looked for a quote the only thing you could add was smal/ medium/ large breed and whether is a cross bread! Never did we think that this should alarm us! 19th October our dog has become ill and after a week going backwards and forwards to a vet we ended up admitted to Davies for emergency where we have been told our dog had T-cell lymphoma and only hsve 2-9 months to live if we choose chemo! They have spoken to Purely Pet insurance and they agreed to a straight claim! After many phone calls and them promising to deal with claims within 4 weeks…. Ours got looked at after 10 weeks! Rang up to find out dates of illness noticed and double checking everything what the vet had confirmed already…. And after few days we have told us that the don’t insurance this breed of the dog so they won’t pay out and the cancelled our policy!!! We have paid 6 months and we got nothing!!! We checked the website and of course they have changed their breed column so now you can put a breed in and it will come up as they can’t insure but for us that wasn’t the case! We agreed to a chemo because we knew we are insured…. We filled a claim and they came back to say sorry and they offered us £40 for good will gesture!!! 2 weeks later we still haven’t had a penny which we paid since September!!! Our credit card is now full and at 50%APR we are paying just under £500 in interest! Taking it to ombudsman as they miss old and insurance and taken money when they knew they won’t pay our! PLEASE PLEASE PLEASE…. Do not go with this company as they conmen! There is a Facebook page PURELY PETS INSURANCE LEGAL ACTION as there is hundreds of people who didn’t get paid and they refusing payouts. Fortunately our pet will die so we will not need another insurance but if it’s an illness which is for life we would never be able to be covered again! The company needs to be taken down as they not following legal laws!!!! They taking down negative comments from everywhere so do your homework before you give your money to them! CONMAN is an understatement!”
“Maid a claim for my dog he had a cyst on his back and then another on his leg that my grommer notice took him to vets they operated during op vets found a mass on his hind that could be cancer asked for our permission to removed which we gave. Purley pets refused to pay saying it was all related even when vets sent emails stating it wasn't sent us 40 pounds goodwill as claim taken so long avoid this company like the plaug”
“Had policy since 2015, THEY cancelled it in 2019 when the bank failed to move my direct debit over, as soon as I realised (the same month it was cancelled) I called to pay and reinstated a direct debit. They told me they would have to start a new policy but nothing would change, now I have huge vets bills for my dogs skin condition, hundreds of pounds every month, I thought it was about time I made a claim (1st ever claim). As there was a note on the vets history from 2016 mentioning POSSIBLE dermatological issues, they have declined as a pre existing condition ! AVOID AT ALL COSTS, WILL WEASLE THEIR WAY OUT WHERE EVER THEY CAN”
