“Purely Pets quoted very reasonably for our two mixed breed dogs (Labradoodles). The only options on the internet were Pure, Cross or Pedigree. When we had reason to call to change bank details, they told us that the quote was wrong, and that the premium was nearly 50% higher because of the breed. They couldn't explain why their website didn't ask for this information. I'm still arguing this point with them. Very little knowledge available from their call centre.
In the process of trying to get them to explain, but call centre staff have little knowledge, and repeat the same thing too many times. Manager callback can't be guaranteed within 72 hours!”
“Couldn't give 0 stars as there is not that option, disgraceful company. I have been insured with various Pet insurance companies, my policy was up for renewal so went with these guys, biggest mistake ever. Had to make a claim for cruciate ligament surgery, they won't pay out as I visited a vet 2 months prior to taking out the policy as the dog was lame, I was told he had Arthritis, he is 9 so not unexpected.. rested the dog, the lameness went away, 3 months later had to have an xray as I heard a clicking sound coming from his left rear leg, he was diagnosed with cruciate ligament disease, has since had surgery, but Purely Pets will not pay out as they say its a Pre-existing condition as I visited a vet in January, absolute disgrace.. I want my money back, sham company, only interested in your premiums nothing else, and if they can find a reason not to pay out, believe me, they will.. I feel cheated and boy do I wish I had stayed with my previous insurer”
“Also feel very let down by purely pets - advice off vets was to get my dog spayed - which I must admit didn’t realise what the consequences might be If we hadn’t - and yes dog became very unwell £2k later after surgery which we paid for insurance won’t pay out - do not touch them - I’ve had no correspondence with them had to chase it constantly at decision has taken just over 2 month - absolute joke of a company”
“Absolute waste of money! Not paying out for meds as the vet has 100% Mark up! How was I supposed to know this?? Phoned them to query it and was told she didn’t know why that was the case asked to speak to a manger and was told they wouldn’t know either!”
“If I could give zero stars I would! Wy wife and I decided to change and move to this insurance company and what a mistake. We're in the process of (trying) to make a claim and its farcical. Its taken them around 2 weeks to even log the claim on their system and now we find (only after checking online) its been referred. No-one has contacted us to let us know why its been referred or who to. I'm certain they are just trying to find an excuse not to pay out for what is quite a legitimate and simple claim. If in my own job I displayed this lack of communication be sent of with a P45 faster than you can say.....please contact us and let us know what the hell is going on!”
“Poor experience. Order never arrived and company refused a refund. They produced some sort of bogus proof of delivery dated the SAME DAY i placed the order - how is that possible? The "proof" of del is also dated PRIOR to them messaging me that the order was running late. Obvious scammers, i suspect this is how they operate. By scamming customers on low value orders because they know it's not worth going to court over. An utter disgrace”
“Very poor experience. Order never arrived. Company refused to issue a refund claiming they delivered the order. They produced some sort of bogus "proof" of delivery dated THE SAME DAY i placed the order - how is this possible? The "proof" of del is also dated PRIOR to them messaging me that my order was delayed. As always, the scam crumbles under the weight of its own lies. Thankfully i only lost a small sum, I suspect this is how they operate: scamming customers on low value orders because they know it's not worth taking them to court over. I detest unethical companies such as this. I predict very bad karma for these scam artists. Company naturally refused a refund. I order a large amount of pet supplies and i'm grateful i only lost a small sum of money. I have now found a professional and ethical supplier for all my pet needs. Shame on these scammers.”
“If ever you are going to be late paying for your direct debit no matter what the circumstances, you will get an email threatening to take you to a debt collection agency and adding on £30 administration fees. Never been treated like this with any other pet insurance. I will be going back to my previous pet insurance. The reason I left my previous pet insurance was only because of the 5 star rating that purely pets had on here so I decided to give it a try. How wrong was I. Please just beware with this company, clearly they like to exercise their right to involve bailiffs.”
“If ever you are going to be late paying for your direct debit no matter what the circumstances, you will get an email threatening to take you to a debt collection agency and adding on £30 administration fees. Never been treated like this with any other pet insurance. I will be going back to my previous pet insurance. The reason I left my previous pet insurance was only because of the 5 star rating that purely pets had on here so I decided to give it a try. How wrong was I. Please just beware with this company, clearly they like to exercise their right to involve bailiffs.”
“If ever you are going to be late paying for your direct debit no matter what the circumstances, you will get an email threatening to take you to a debt collection agency and adding on £30 administration fees. Never been treated like this with any other pet insurance. I will be going back to my previous pet insurance. The reason I left my previous pet insurance was only because of the 5 star rating that purely pets had on here so I decided to give it a try. How wrong was I. Please just beware with this company, clearly they like to exercise their right to involve bailiffs.”
“Terrible, dog has reared ligament operation 1st may which covered but because policy renewed in June they class it as 2 years treatment and due to the fact the silly vets claimed twice for X-rays to make sure it’s healing ( they assumed be classed as an on going problem ) been told it’s now been classed as 3 claims and therefore that leg isn’t covered anymore , however as it’s not healing correctly will need another operation”
“I have spent 7 years with my previous insurer until last year when they transferred my 2 policies to Purely Pets. Over the 7 years I have paid over £5000 insurance premiums for my 2 cross breeds, with less than £500 claimed after various excess contributions. One of my dogs has developed a heart condition, which requires medication. Medication costs for last year were approximately £550, which means approximately £400 paid out after excess contributions. I have just received my renewal notice through and the policy for my dog with the heart condition has went up to over £1000, an increase of over £400. Coincidence, I don’t think so, as my other policy has not went up by the same amount, albeit he is an older dog. Ultimately it looks very likely their policy is to claim back any claims they have paid out during future years premiums.”
“If I could rate them 0 I would. Worst company ever, can't tell me before I get my pet treated whether I can claim or not. Told them exactly what the problem is and the 2 lines of treatment. Their advice - get it done put the claim in we will then make a decision!!!!!! Ombudsman tomorrow. The silence was deafening when I asked it her pet was insured through purely pets!!!!! That speaks volumes. I will advice all my friends on a pet social media site not to touch you with a barge pole. No wonder the monthly fee is reasonable. Bunch of cowboys”
“Absolute money grabbers! Charged me £10 to change my address, have been paying an expensive rate for 7 years without a claim, then to find out not covered for dental treatment!! I have cancelled my policy, but will be charged for this too!! This is what gives insurers a bad name!! Do not insure your poor pet with this company!!”
“Ok so first of all let's get the positive part of the review done. This company has paid up when a claim goes in.
My main reason for discontent is that if your pet is diagnosed with a long term illness. Knowing full well that you can no longer move insurance companies they take the opportunity to shaft you. In one year (when my dog was diagnosed with arthiritis) they doubled my premium (from approx £100 to £200 a month) and it has consistently gone up every year since. Expect any treatment to be added onto next year's premium in full.
I've insured quite a few pets down the years and have never had an insurance company like this one that seem intent on wringing money out of you.
Also read the small print carefully as everything seems to be exempt or have a limit, especially common ailments like cruciate ligament.
Personally I would go elsewhere.. I've had far better experiences with other insurers (such as tescos) who behaved decently even when I had a cat once which cost them thousands more than I ever paid them.”
“Yes would deffo not star them at all to be honest!! Staff are nice but very stupid terms and conditions!! We have paid £20 a month for nearly 6 years but because our lovely boy has a condition with his knee that has been noted by the vet (bit with NO treatment so far!!) he shall not be covered!! Absolutely disgusting and what a money earner for them!! Cancellation in progress!!!”
“Agree with a previous poster, we didn't realise that they had taken over from our previous insurance company, no new renewal notice, a very expensive lesson learned. No wonder when I called to cancel they didn't offer an alternative price.”
“I covered my dog with purely pets , and 7 months later he unfortunately died of a bleed to the lungs . No sign of him being unwell until the day he died .which was a big shock. He was 2 years old . But as he was insured we thought at least the vets bill would be paid £595.00 . But no they said as we were only with them a short time and only paid in £108.00 in premiums we were due a refund of £12.50 . So no don’t touch them .”
