“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 .”
“Today I join the rest of you in declaring this is the worst insurance company in the world, no matter what your claim is it will never be paid out. I feel sorry for the people who care for their animals,do the right thing taking out insurance only to be ripped off by these cowboy scammers. I can’t understand how their staff work for them they must be totally embarrassed when they have to make up lies for this company. Over the last few months I spoke to many of the staff and I could tell from their response that payment would never come and they knew it. Shame on these cowboys. The only way to stop them is to expose them. With that in mind have contacted Martin Lewis and watchdog so watch this space.
FOR ALL OF YOU LOOKING FOR YOUR PET TO BE INSURED NEVER EVER LOOK AT THIS BUNCH.”
“Phoned up customer service to say the online claim portal is not working the advisor acted as if she was unaware and said that’s strange I’ve had problems myself today
I asked when the website would be fixed she said put it this way it’s been broken since Friday and today is Monday so will take a few days this was a week ago
And one reading the reviews I see the website won’t process claims for at least a month so the customer service agent was lying
Also the online chat says you are in a queue and then 5 minutes later asks for your feedback on the non existent conversation you had
Do not waste your money on this insurance company they seem to to everything to stop you from claiming absolutely disgraceful”
“READ THE WEASEL WORDS CAREFULLY! Had a £160 excess on the policy, when my dog was referred to another vet that meant two claim forms, and therefore two lots of excess!! CON!! £320 excess for a £600 treatment!!”
“Poor, would not recommend. Took almost a year to pay our vets, poor communication, disputed treatment costs with vets, so embarrassing. I've been with my vets for over 15 years we both had to chase for payment for the outstanding balance then despite me paying my excess ended up with a further £40.00 to pay. WOULD NOT RECOMMEND”
“Awful company, please do not use. My pet was diagnosed with terminal cancer in October and needed some investigation work to get to that conclusion of which I claimed for. They have stalled and delayed paying out and in Jan 2022 I still have not received payment.
Alarm bells started to ring for me when both my vet and the specialist vet would not directly communicate with the insurance to settle as they are renowned for this stalling procedure.
The excuse Purely Pets have given me are that my vets have not responded to the information they required. My vets have been very responsive and have copied my in every email they have sent. So I know the insurance have all the information they need. I have no other option now but to escalate my complaint and report them to the ombudsman. Direct line were the best pet insurance company I used, I am sorry I switched now. Wish I had read the reviews first.”
“Do not use this company. At this point I would prefer to just let my cat die than have to deal with this company that's how bad they are. The claim process is unbelievable. Constant lies.”
“My Tibetan terrier is atopic so needs an injection every month for life. From a pet insurance starting to cost £20 a month 5 years later at age 5 costs me £100 a month due to my claims. Unfortunately this is still £30 less than my vet bill so I keep it but feel ripped of and would not have another policy. Also when my Labrador turned 8 or so they suddenly increased the payment by 30% for no reason. Did not see that in the small print when I signed up.”
“Absolutely terrible company. Still waiting payment for a continuation claim. 5 weeks. We renewed our policy so wish we hadn’t. They stall payment every single time”
“Having been a customer for the last 2 years, I have never had cause to claim until today! I contacted purely pets via the telephone and was told that my claim was not covered due to it being a pre-existing condition. This was news to me having never made a claim and my dog not receiving any ongoing treatment. I have lodged a complaint as I felt this decision was outrageous.
I agree that it was very easy to set up this policy and hand my money over however, when I needed them the ‘computer said no’!
Consider your options carefully before signing up for this insurance company. Evidently, they will look for any reason not to pay out. I will not be renewing following on from this experience. This insurance provider is not about the animal but the money there is to be made.”
“Had to claim on my policy when my dog was injured. Vets tried to ring to claim directly but a recorded message said due to an emergency all lines were unavailable
I paid the the vets and tried to claim. After 8 weeks i have been paid out less my £100 excess and 20% co payment- what is this. Watch the SMALL PRINT they take 20% off EVERY CLAIM”
“Do not use this company...do they even exist. Took out a policy which when i tried to register with them (as per their email) it doesn't recognise their policy number. No email to contact (all noreply) The phone number doesn't exist when you call. Only way I can cancel is to cancel my DD before they take any payments! Appalling!”
“This company send numerous questions about your pets care which delays payment of your claim, so the 10 days processing time is a nonsense!! Just ask all questions in one email and payout please!!! Will NOT renew my policy! Very disappointing!”
“We took out the Lifetime £15000 policy with purelypets just to ensure that we would have enough cover if needed only to find that there is a £2000 limit on cruciate ligament treatment hidden on the smallprint.
Please, if anyone is considering taking a policy out with them be aware of this limit & other hidden information.”
“Appalling in every sense of the word! Wish I’d never in rotes a policy without them! The only positive is I k ow know to get out ASAP be for my dog needs any claim actually paying out!
Take my money every month without fail, have all documents for claim say all going through, make me wait months for my money then the day you go to authorize payment you decide it is not covered ?!?
How can this be ?!? A pre-existing condition which wasn’t pre existing !!! Seriously I’m lucky this was only a couple of hundred pounds I can’t afford it no but in real terms I was told it was ok if this was something more serious I would be in a lot of debt now!
Do not use this company. Everything from beginning to end with the claims process was unsatisfactory from them not processing mail items when received and only acknowledging them once they open them - just no - don’t use them !”
“Appalling, waiting for them to complete processing my claim, no break in the cover....but i noticed a small lump on my dogs foot and had it investigated when it suddenly grew and changed in character. No information forthcoming re how the claim is progressing similar to the other reviewers. Have phoned and emailed numerous times to be told it would be dealt with in " days", and "this week" Maybe we all need to get together and take this company to the ombudsman! Buyer BEWARE of this company”
