“They are completely worthless. They haven't come back on a claim - after 2 1/2 months - even though they were supplied all the required information upfront from myself as well as the vet. Do find another insurance company for your pet.”
“Claim sent by vet on 16/8. Got a message on 09/09 to advise just received it so will be more like 7 weeks to process a claim. Just got my oldest dogs renewal....gone up £51 per month to an annual premium of £1,619.88. Avoid, there's better out there. If I could give zero stars I would.”
“Awful company, do not use them! Death benefit claimed 7 weeks ago, they say allow 4 weeks so I called at 4 weeks and was told my claim had been ‘stuck in the system’ hadn’t even been looked at yet! Gave another 2 weeks, rang again for them to tell me they needed information from the vet and they were waiting on that (that I had already uploaded)… I rang my vet and they hadn’t requested anything! So vet sent it over in my request, another week on I rang again to be told they still need the information from the vet. Absolute shambles and I was giving them nearly £100 a month with no claims. Go elsewhere!”
“Avoid at all costs. The more I learn about them the more I am convinced they are scam artists. Submitted a legitimate claim in July still being fobbed off......by scripted unsympathetic customer service agents. You get what you pay for folks......”
“Would give zero stars if i could!
*AVOID AT ALL COSTS**
I have had my Staffordshire Bull Terrier insured with this company for 2yrs and they have paid out on a previous claim but today have declined his claim due to his breed as they no longer insure the breed … Disgusting to discriminate but even worse for a dog you have been insuring for 2yrs, taking our money and us thinking where safe to now having no idea how we will settle the huge bill we have with the vets!!!! I will be seeking legal advice and advise everyone avoid these like the plague!!!”
“Terrible service, still no payment from a valid claim made in July. Constant fob off by service staff, constant promises of returning phone calls and never do. Just avoid and take your hard earned money and pet welfare to a more reputable company.”
“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”
“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.”
