“Disgusting way to treat pet owners. Do not use this company to insure your pet if you expect to claim. Yes, it's cheap and on paper, looks like it will meet your needs - however, just wait until you need to claim. Better off throwing your money in the bin.”
“How can they advertise 4or5 star service??? When I personally have been waiting 8 weeks!!! For payment???
My daughter insured her dog with tesco… and had two claims refunded befire i even have one completed. Today 24th April 2023 told again… another week!!! There shyster insurers.. keep away!”
“DO NOT TAKE A POLICY OUT WITH PURELY PETS.........
They will wriggle their way out of any claim, they are not quick at dealing with claims, they do not respond, they lie on the phone and then decline the claim that you then cannot view because their online portal is useless. Terrible Terrible service, they basically take your money monthly with never paying out, super profit margins for them but as a loving pet owner, i urge you to cancel your policy quick and go elsewhere to use a policy that will actually protect your pet.”
“Absolutely awful insurance - I've put through two claims now and have been waiting for almost 2 months, where I have still not been reimbursed for the cost of my pet, despite my vets confirming the costs weeks and weeks ago. I've been in touch with customer service and they were awful, so unhelpful and rude. I will be stopping my direct debit and hoping that this awful company get shut down for how poor they are with their standard of work.”
“Absolutely diabolical service. I have nothing positive to say. Just logged a formal complaint with the ombudsman. Emails not answered, call centre staff who are clueless, flippant and just put on hold every few seconds.
Claims disappearing from portal. Usual tactic of vet not responding to email despite me being cc’d on vet communications.
Should be shut down. Not for for purpose. Having a poorly animal is so stressful without having to deal with such a poorly run, insensitive excuse for a company.”
“Please, please read this review before taking out insurance with this company.
Claim numbers: 3154839, 3154827
Unfortunately, we had to have our mother’s two elderly dogs put to sleep as she pass away from a stroke and her dogs were too old and set in their ways to be rehomed, we tried so many places.
We are now 5 months on and Purely Pets are still trying to find ways of not covering the vet and cremation costs.
I have just had another call with them and they are now passing this over to their complaints department (again). The call handler I spoke with (Mark) was rude and raised his voice at me. He and Purely Vets, are now blaming the vets for not providing the correct information.
Purely Pets are making what has been a difficult and stressful situation so much worse.
You are meant to have insurance to help in these sorts of situations not make them more difficult.”
“I submitted an insurance claim in October 22 and am still waiting for an outcome. They keep saying they haven't received anything from my Vets but my Vets have sent me the emails to Purely Pets. This company is awful. I joined them because they were a few pounds cheaper but its really not worth the hassle. Even if it costs you more, please pay the additional and avoid this company.”
“took out two policy's of lifetime cover for my yorkie and pomeranian. This policy is what i thought was top cover as I had been stung previously by another insurance company when I had my other Yorkshire terrier. WRONG!! My Yorkshire terrier is poorly and needs an MRI scan as she is having neurogical issues so needs to be assessed for a brain tumour and she is insured for £10,000 per illness, they have just told us that they will only pay £1300 towards a brain scan that costs over £3,000 how can YOU justify this? I pay this insurance for peace of mind for when my pets become ill and YOU refuse to pay out!! They are literally condemning my pet to death as I do not have the means to find the other £1700 that is why I pay top end insurance! I literally feel sick to my stomach at how these charlatans get away with doing this to people and their pets when you need to make a claim. Purely pets you should be ashamed of yourselves taking my money each month and not doing what I pay you for. You should be renamed "PURELY FOR YOURSELVES" because you have no credibility nor compassion when it comes to the animals you supposedly cover!! My precious dog will have to be put to sleep through you!! 😭 Never again!
Date of experience: 21 November 2022”
“Like a lot of insurance companies, they will come up with any ridiculous excuse not to pay.
Our GSD (Texas) was losing a bit of weight at the start of the year. So in March '22, Texas had bloods taken as well as a number of tests carried out so the Vet could better understand the cause. We submitted a claim soon after to cover the >£600 bill. This claim was rejected on the grounds that this weight loss was due to cancer which occurred before the Policy was in place, March '22. This is ridiculous, as cancer wasn't discovered or even thought of by our Veterinary surgery until June '22 when a scan was carried out.
Purely pets stated in the claim rejecting email: "We entered a claim for Texas onto our system on 24 June 2022. Our assessor contacted your vets on 27 July 2022, to ask if the previous weight loss symptoms might be related to this current condition.
On 2 August 2022, your vets replied the weight loss was a symptom of the condition related to the insurance claim."
This last step is completely false having spoken to our veterinary surgery, which they can corroborate.
Having raised the issue with PurelyPets, I then came to find that not only had they carried out the medical review online rather than speaking to the Veterinary surgery directly, they used a Veterinary Nurse rather than a Veterinarian to come to this conclusion. This is like calling the Doctor's office to be told I have to give my symptoms via online comments box and then having a nurse review it rather than a doctor. You then find this nurse then says the weight loss is due to cancer. In this scenario anyone with half a brain would ask: firstly, why is this done online rather over the phone at the very least, and secondly what makes a nurse qualified to come up with that prognosis.
The whole point of purchasing Pet Insurance is for unexpected incidents such as this one, otherwise it's not worth having.”
“Purely Pets essentially halved our claim. Their website advertising contradicts their policy documents. For example "It means you can give them the right treatment, at the right time, at the vet of your choice, without worrying about costs." - absolutely not the case. If your pet needs emergency treating 'out of hours' then Purely Pets puts a cap on your claim - a very low cap considering vet's fees!! We complained - Purely Pets couldn't even get the name of our pet correct!!!!!”
“a minute ago
NEW
To be honest, if I could rate zero stars I would. I paid for £15k lifetime cover and so far they've failed to settle the full amount of one claim minus excesses and the other claim has been ongoing for almost 3 months. Horrendous customer service, avoid at all costs!!”
“Reading all these complaints and with mine still going on nearly 8 months later . I cannot understand how a company like this is still operating , please save your money go to another insurance company for the sake of your beloved pet and your mental health!! Everybody should be contacting the Ombudsman to report this awful company I defiantly am. Dreadful companies like this need fo be stopped”
“Very poor service. Claim has not been dealt with after two months they keep saying they are waiting for documentation from the vet but have only mailed them to ask for it after I chased them twice”
“Ordered Doughnuts for my Bunny.
Excellent service, Excellent delivery and Excellent price.
Bunny loves them
Thank you very much for Excellent speedy delivery
5 star ☆☆☆☆☆ A+++++”
“Terrible experience with Purelypets, sounds the same as other as have said on here so it must be a tactic of theirs to delay payment and cause confusion. Claim made in Jan 22 and 3 months later still saying they don't have correct documentation despite vet sending it 3 times already! Have demanded to speak to supervisor who said they'd call but haven't and sent complaint on email and again no response. DO NOT take out insurance with these cowboys,”
“Avoid this Insurance Company!! They don’t respond to emails or answer the phone, just getting told they don’t have all the relevant documentation from the vets which has been sent on numerous occasions. Worst insurance company I have ever dealt with! Not even worthy of one star!!”
“Claim went in on 13th January 2022; still waiting, and they keep asking the same question that the vets have already answered. Told me someone would call me back today, no call. Abysmal service so far.”
“Update: No longer responding to my emails now, great.
I'm failing to understand why I was called (a month ago at the time of writing this - March 2022) about a confusion in my dog's claim that didn't even make sense to have that confusion in the first place after all the vets papers and even my dog's passport I provided (they basically couldn't figure out why my dog has no records with my old vets who I haven't been with since March 2020 when I moved house and perhaps because I only adopted my dog last year (Aug 2021), which obviously isn't before 2020), and still nothing further has been done with my claim.
The claim is not a complicated one, it's so simple and easy. She had a pain, the vets investigated it, gave her some medication, and done!
The online portal is shocking and each time I click to view the progress it loads the fletching claim page for ages and the says 'oops!'.
When I do get through, the documents section says 'You've not uploaded any supporting documents yet' even though myself and the vets have emailed over everything. The claim section itself says 'This claim was created by an administrator using our management system.' so why hasn't the administrator uploaded all the documents we've sent?
For such a small claim this is so much more hassle than its worth. And especially after weighing up that after excess fees I should only end up receiving a small amount of my claim money back, it really really really seems like a lot of hassle that's really not worth it, when you think of it that way.
I'm so disappointed with my experience with purely pet insurance and can safely say I won't even be looking at that name again when it comes to renewing. I've been with the same provider since 2017 and really regret considering purely pet this time round.
I can't wait for all this to be over.”
“If you have a sick or dying pet they don’t respond by phone live chat or email . It’s stressful enough without there lack of response . Please don’t use them they don’t pay out .”
