“I am finding this company one of the most difficult and obstructive I've ever dealt with. The telephone service is predominantly automated and difficult to navigate. Despite my vet practice completing the claim on our behalf, we have been asked for ever more detailed information by Purely Pets, some of which it isn't within our gift to provide. We have even been asked to contact our rescue dog's previous vets for her medical history! We honestly believe these are tactics to avoid paying our claim. We will not be renewing with this company.”
“I’ve had two claims in 8 years with purely pets, totalling less than a £1000. My payments have always gone up a little bit each year but this year they went up by over £30 a month, making it nearly £90 a month. My dog had to have an operation to remove the folds in the lips at the sides of her mouth as she has ulcerated dermatitis. This has been fixed and won’t come back, but according to their customer service agent it could, hence the hike in my monthly payments. They also claim she has an ongoing problem as after having an X-ray when she was a puppy, they discovered her left hip and right knee didn’t fit in the socket properly. She’s now 8 and still runs like a greyhound. The vet regularly checks it every 6 months and has showed no concern.
Customer service agents are like robots and show no caring attitude or initiative.
Suffice to say I’ve cancelled my insurance and gone elsewhere. Not that they care as they’ve already had several £1000’s from me over the years.”
“The increase of premium from £117 to £377 per month can only be described as extortionate. They wanted £4,500 to give £6,000 of cover. Insurance cancelled.”
“Appalling customer service. Can’t speak to anyone higher than the call handler who says the same every time I ring.
Claim started beginning of November and still waiting. Can’t get past two emails asking what breed my dog is???? And we are taking longer than the usual 2-3 week.
Do not get insured with them. I don’t think I will ever see my claim sorted and it’s only for some medication”
“Terrible,they cancelled my claim because they didn't get in touch with the vets, refused to pay my claim as I didn't renew with them after paying 2 years no claims, disgusting, no wonder animals get dumped.”
“Please don’t use this company,made a claim in July only just paid out now.My claim was only for £385 had to pay excess ,£160. My premiums have now gone up from £62 to £103. Wish I’d never put a claim in.”
“I paid over £1000.00 for my dogs surgery back in June last year. After months of chasing payment they have decided to give me £200.00 back. You are a disgraceful company and I advise anyone to keep well away.”
“Claim has now been in process for over 3 months, with all documents provided and our vet replying immediately to each of their requests. Quite straightforward claim too so shouldn’t take long to assess. Whenever I call I’m being told that our claim is still in process and waiting to be reviewed by an assessor. I have serious concerns about the standards of this company.”
“Just read all the reviews below this, and it probably covers all of the experiences we are having/had with this company. Would give ZERO stars if I could. Waiting weeks for any payout at all. Constantly on the phone to chase, and waiting ages for any response. Unfortunately our lovely dog had a mammary tumour.....( what a surprise, just been told they don't cover it, and not paying out !!!! ( its in the small print) ). Having had to go though the stress of the operation to remove it, we have now lost our lovely Bella due to the cancer spreading elsewhere :(. Absolutely disgusting company to deal with. Will NEVER have pet insurance again, and certainly cancelling the policy.”
“Still waiting for a payout for a claim made in October.
Communication is awful and you have to wait for around 20 minutes on the phone to speak to someone.”
“Claim submitted July 2024. Complaint also put in November/December 2024 as still no payment and Veterinary surgery adding interest each month. As if the death of our dear pet isn't enough to deal with, we still have this hanging over our heads. Not good for our mental health. Do they care??... why can they put loyal customers through this. Is there help out there?”
“I urge people not to touch this company, they are crocks, one claim and the premium shoots up by over 100%!! Do not touch them or you'll be putting similar reviews if you unfortunately have to make a claim.”
“Avoid this company. Claim submitted beginning of October for an operation on my pet. Still nothing apart from requesting medical history 3 times. Absolute shitshow”
“My pet was ill in August. I put a claim in at the beginning of September once her treatment had finished and after several phone call s chasing payment, still a yet to receive it. They can send renewal notices out on time, but reimbursing you for the insurance you pay first seems to be a completely different story !!!!!!”
“Over 3 months in (15th Sept) & claim hasn't been looked at. My vets provided the info requested within a week. I officially complained after 2 months and I was put on the priority list. 3 weeks later my complaint was upheld and it was stated that my claim was going to be looked at as a matter of urgency. That was now 12 days ago, I've just rang & it still hasn't been looked at.
For a claim dating back to the 2nd week in September, I did not expect it to be my Xmas shopping money that I am now left without.
Contacting the FCA & reporting to The Ombudsman. I've got a whole timeline & the official upheld complaint response to submit to them. They are still advertising that claims are done within 4 weeks which they are aware is openly & knowingly misleading customers. I am in tears now at this time of year.”
