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Deimante M

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Review of the Purely Pets, Pet insurance:

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Loyal customer

Ive been a loyal customer of purely pets for years. I ensured my puppy and renewed every year. Once my dog was spayed, she was diagnosed with hip dysplasia and arthritis following an xray all completedat the same time. It took some time for me to come to terms with what we have been diagnosed with. I called purely pets to advise them of this over phone. The gent I spoke to reassured all has been updated and no price changes will be added to the policy until renewal as it goes up every year anyway. By this point I have been paying over £600 a year and always paid in one installment instead of monthly. I contacted them again via phone to enquire about complimentary therapies we had included in our policy and it was confirmed via phone that hydrotherapy would fall under the complimentary therapies part of our policy. This was recommended by our vets to keep up with the mobility for our dog. We took her to hydrotherapy for which we paid for ourselves and then filled out forms to be submitted to find out the written forms and invoices are no longer accepted so had them all refilled digitally and submitted. Purely pets came back saying this won't be covered under the policy as previously stated. We also had an emergency stay at the animal hospital for which we tried to claim too which wasnt honoured. Both occasions were new illness which was covered under lifetime policy I have been paying for. In the end, I ended up cancelling with purely pets as I was just paying a business who had no intention of lending a helping hand when things went wrong or when we needed financial assistance. I had a full lifetime policy which covered everything, thinking if anything went wrong we would be helped, this was NOT the case. I have given thousands of pounds to this company for years for absolute nothing. Deeply disappointed with the service and would not recommend this company to anyone. Please stay away Reviewed on: 23rd September 2026

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