“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 .”
“Very Insensitive Rude Male .......higher up spoke to me regarding the excessive high renewal of my cat Sacha......from £799 to almost £1,500
to which I am going to make a complaint to the Ombudsman.
Policy: pur 31835019
Next time I will use Pet Plan”
“Purely Pets covered my aging cat (12yrs) with a reasonable monthly premium and paid out when she had health problems. Communication via email was professional and in a timely manner. Recommended.”
“Purley pets took on a previous insurance policy, we didn't receive a renewal quote but they proceeded with taking a much higher monthly premium. When we challenged they agreed to cancel contract but refused a refund for the money taken. Stay clear....”
“Claims take forever to process. Website promises 5 days but that's just to pick up the file. All emails are ignored, post lost and phone calls are fruitless providing misleading information. Have now been told that even when claims are given the go ahead, payment can still take up to 14 days. I would not recommend and will not be renewing. I just wish I'd checked these reviews before committing to the policy. The only way to expedite anything is to call their complaints department on 02392 287 463”
“If I could give no stars I would
BUYER BEWARE. Do Not just this company.
They will do anything to get out of paying a claim. I paid insurance for
09 years and then my dog developed diabetes. Once I had made a claim they increased monthly payments x3. At year 11 Dog injured his eye. They used the excuse that because he had diabetes it took longer to heal which required vet treatment. My vet advised that if they will use that excuse they will not honour any claim. So cancelled insurance. Advised on website that it is £30 administration charge which I paid. They then instructed a solicitor to claim the money again. Apparently a fault with their system and the letter was sent automatically to solicitors. First I knew was getting a letter from solicitor demanding money. The whole situition has been very stressful am emotionally draining.”
