“On the phone again 4th time covering over one hour then same message and wait last time we claimed. Large claim now over 4 weeks waiting. Now sadly we have just lost our pet but just get hold of them. Disgusting customer service please don't use this insurance company . The review only allows one option we tried email and telephone”
“THINK VERY HARD BEFORE YOU USE THIS COMPANY
Currently insured with Petwise but this changes to their parent company Purely Pets upon policy renewal later this month. Apparently all Petwise policies now transferred to Purely Pets. RESULT 153.5% increase upon renewal. Yes we made a claim and guess what; that percentage increase virtually equates to the sum cost paid for the veterinary procedure! Originally went with Pet Wise because they supposedly specialised in affordable insurance for older dogs but now that our dog is yet older it is all but impossible to get insurance elsewhere if we don't renew with them. This means you either pay the extortionate fees demanded by Purely Pets or risk going without insurance!! I would point out that we had annual cover for £8000 so you can imagine that our monthly DD was for quite a substantial amount and our claim with them was less £850. God only knows what the increase would be if we had a claim approaching the policy limit! Forget about their statement that they settle claims within 4 weeks. They don't reply to emails (take an age pick up the phone) and in our case had not even LOOKED at our claim until 4 weeks after we submitted it AND ONLY THEN BECAUSE WE EVENTUALLY MANAGED TO SPEAK TO A REP. We have had many dogs insured over time with various companies but this outfit are dreadful. Take my advice and look elsewhere for insurance. They may offer a good deal initially but make a claim and they will hammer you when you go to renew! Vets get loads of stick regarding their fees but insurance companies are a law unto themselves. I know, lesson learned, new kids on the block may seem cheap initially (they need to be to get the business) but something will always come back to bite your backside!”
“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”
“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.”
