“Absolutely shocking insurance company been waiting 10 weeks for a small claim of £400. Customer service is diabolical. Keep asking me the same questions and claiming they never received the email reply. Now want a full 3 years vet history and any previous names my dog may have had (lol) funnily enough when I declined to renew last month they emailed me the same day saying I was late with my payment and to pay up NOW! Big red flag for this company that will try anything to avoid paying.”
“Terrible insurance company. Do not use. 2 months to tell me no pay out after vets resubmitted info and numerous phone calls. Check the small print. DO NOT USE.”
“Same as a lot of these reviews our cavalier has heart problems so ongoing medication needed … still waiting after 5 weeks now for claim to be paid all we keep getting is being processed … keep away … pay a bit more with another company may get better service…Avoid Purely Pets.”
“Terrible insurance company. I have been waiting for a small, simple claim to be settled for 7 weeks now. I have had to call again and again to chase. Do not insure your pet with this company. They have just caused more stress on top of already having a poorly beloved pet.”
“Currently with this company, my dog has an ongoing condition purities. He has medication which I buy every month and then put in my claim form .
The claims take 6 weeks plus to be paid . When I queried why other companies we’re paying in two weeks approximately I was told it was because they had a lack of assessors, this WAS LADT YEAR AND STILL TAKING WEEKS FOR MY CLAIMS TO BE APPROVED.They are certainly one of the worst I’ve heard of , will be looking to move once my contract is up. DO NOT USE THEM.”
“Absolutely dreadful customer service, avoid, avoid, avoid. Still waiting for my claim to be processed from 7th February. It's now June. Must be extremely short staffed!
1 star is too much.
Purely Pets, I hope you're reading this. 0/10”
“Continuation claim of over a year . 5 weeks passed and nothing . Chased them up . Suddenly they not happy with the invoice and want it split ? Causing more delays and never once before have they asked for this. Meanwhile I am accruing interest on my credit card as the vet asked me to pay upfront .”
“Sounds like common practice for purely pets to delay payments.our dog has an arthritic lump on her leg. After much toing and froing we were finally paid following our vets telling them it was not connected to a hip problem a few years previously. Ongoing monthly medication is needed and purely pets promptly increased our premium to cover the cost of the medication. We still have to wait weeks for the cost of meds to be reimbursed with loads of texts and emails being sent to us saying it is being looked into.WHY when this is an ongoing claim doesn’t take so long to sort?. Guess who won’t be recommending this company to anyone.”
“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!”
