“I would not give 1star, but you have to as I want to advise on this Company.
My little dog was PTS in June 2023.
She neurological problems and steadily became worse.
She was on meds and pain meds.
The vets filled out form and sent it direct June 28th.
U have chased this up and was advised taking 6 weeks to sort out? honestly isn't that a long time?
Aug 22nd 8 weeks now,nothing no reply to emails, I was advised I would recieve a call bk today.
Nothing ,disgraceful service .
Iv filled out there customers complaint form now.
8 weeks is terrible I paid vet up front.”
“Would ideally like to give zero stars. About to cancel my direct debit. When you do claim they write back and disregard all the tests and treatment the vet gave as unnecessary and therefore refuse to pay out. Who are we to question the treatment from the vet.
Appalling customer service. Slow to respond to emails.
Regret cancelling with Pet Plan for a cheaper alternative. Cheaper should not mean a poor service.
They should be investigated by the insurance ombudsman. They are taking money from customers and refusing to settle honest claims.”
“Stay clear of this Pet Insurance company, do your research first, I only looked at Trustpilot which rated them 4.5 so I thought they must be good, however since my bad experience I've looked at them again and if you read the reviews the only reviews on there are from people saying how easy it was to set up the insurance, not any on claiming. I've paid nearly £40 per month for years, I tried to claim for my dogs ear infection which turned out to be cancer of the ear canal, she had many visits to the vets with the bill being nearly £600, when we tried to claim, because the 1st visit was just before it was renewed, the bill was only for £45, they took £160 excess off that bill which they carried over to the next bill so they carried over £115 and took it off the remainder, plus they said the many visits for ear infection was different from the removal of the tumor, they classed it as two separate claims 3 in total so they took off 2 x £160 plus £115 access from the previous, in total we received just over £100 from a total bill of nearly £600, and it took them months to deal with it, their loss as we will be cancelling our insurance which equates to approx £500 per year, which is more than they should have paid us. This should not be allowed to happen, who is monitoring these bad companies”
“Quick enough to take the monthly payment but still waiting after 10 weeks for a claim to be sorted. Rang numerous times, promised call backs but nothing. Shower of s**t”
“Would stay clear,
POOR SERVICE
VERY SLOW dosnt matter when you call it will always say they are experiencing large call volumes.
LIVE UP TO THE ANYTHING NOT TO PAY NARRATIVE OF INSURANCE.
It
Details below you decide :-
Put in a clam in back at the start of May for treatments payed for regarding a servier ear infection totaling around £700 After being told it will take upto 4 weeks to prosses, it has in fact taken mour than 8 and after several chaise up calls It has now been declined due to being an "existing condition"
Personal I think this is a very loose use of the word condition as they are referring to a 1 week course of antibiotics back in 2019 (4 years ago)
Personal that is not an ongoing condition
But I let you decide”
“We lost our dog at 13 years, have paid the insurance each month to Purely Pets reaching over £100 in the later years. Have fortunately never had to claim until the very end, some investigative tests before he had to be put to sleep. When cancelling the policy we were told that we would also be due for a refund and both payments would be processed within 20 working days. Weeks passed and when we realised we had not received the funds we tried to chase only to be told that there were delays due to Purely Pets having to process a lot of claims at that time. I was told I couldn't speak with anyone more senior and there was no more I could do to get an answer, I would simply have to wait. Do not insure beloved pets with this company, they only make an upsetting time worse.”
“I have claimed for my dog that needed an mri scan which confirmed she has a brain tumour they have messed me about for months and now say they have asked my vet to clarify one point on the bill and have informed me that if the vet doesn't respond they will cancel the whole claim”
“Be warned this company will rip you off my dog is 11 years been with them 10 years they just put my policy up from £88 per month to £167 per month on a pension it’s just unaffordable for me so now my dogs uninsured they don’t want to pay out when your dog gets old they have deliberately priced us out of the market be warned they start cheep then gradually up the price until you can’t afford to pay leaving your dog uninsured they are ROBBERS”
“Truly awful, avoid as much as possible. They will mess about for weeks on end before refusing your claim. Yes all insurance companies do as much as possible to make as bigger profits as possible but these are taking the mick. Cancelling your policy early (because of how terrible it is) will also result in veiled threats about how it might be more difficult to insure your pet in future if you do that. Customer service are pointless as they refuse to answer any specific questions pleading "I just answer the phones." Useless company.”
“A bad experience what a joke???? Appalling company. Weeks of waiting and every claim rejected. Please read and listen to the negative reviews. Any future customers please go elsewhere or save your money and put towards future vet bills cause this company won't pay out 😡”
“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.”
