Purely Pets reviews
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Purely Pets reviews
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Review summary
People rate this company as Good based on 2,032 product reviews
Wondering how this rating works?
This score is generated using our own unique scoring method. It combines the 1-5 star ratings left by verified reviewers, when those reviews were submitted and other meaningful data from the reviews.
Across our website, we use the same consistent method and scores which update in real time as new reviews come in.
Latest positive rating
Reliable and Efficient
When submitting a claim they were efficient and dealt directly with our vets on our behalf, making it a pain free process for us.
Latest negative rating
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... 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 Read more Read less
About Purely Pets
Purely Pets offers pet insurance for your little friend…be it a dog or a cat. If you're looking for Purely Pets reviews, read on to see what our community says about insuring your pet with Purely Pets. Had a policy for your animal with Purely Pets? Please leave a review of your own and help others.
Purely Pets at a glance
Reviews for Purely Pets
Showing 11 of 2032 company reviews • Last reviewed within 14 days
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... 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 Read more Read less
Don't bother! They don't pay out!
Wish I had read reviews before signing up with these complete charlatans! Submitted a claim for £337.50 for an emergency out of hours appointment for... Wish I had read reviews before signing up with these complete charlatans! Submitted a claim for £337.50 for an emergency out of hours appointment for my dog. My policy had an excess of £200, after taking admin fees etc away, I was expecting around £100 back. I got an email to say the wouldn't pay out. When I called, I was told that they only provide a surcharge of £100 for out of hours appointments. When I asked the agent to tell me where they could get an OOHs appointment for £100, they couldn't answer me and told me it was in the Terms & Conditions. Cancelled my policy there and then on the phone, complete joke. I've gone back to Tesco Pet Insurance. Read more Read less
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1.00/5
Very poor dealing with claims.
Very poor dealing with claims. Have raised a complaint and will escalate to the FOS to investigate.
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1.00/5
Rebranded and didn't receive paper renewal notice.
Rebranded and didn't receive paper renewal notice. Policy for £4000 with a £200 excess (all you could get for senior dogs) increased to £2400 that... Rebranded and didn't receive paper renewal notice. Policy for £4000 with a £200 excess (all you could get for senior dogs) increased to £2400 that was £1500 increase in a year. I had no idea they rebranded so had no reason to open their email with the renewal notification. I feel like Ive been robbed. I only found out when my dog died and I went to cancel. Read more Read less
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5.00/5
Reliable and Efficient
When submitting a claim they were efficient and dealt directly with our vets on our behalf, making it a pain free process for us.
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5.00/5
They always honoured our claims
We had a policy that was risk share - 20% paid by us and 80% by purely pets. Our dog developed several illnesses including thyroid... We had a policy that was risk share - 20% paid by us and 80% by purely pets. Our dog developed several illnesses including thyroid cancer and pancreas problems over the past year. Vet bills were about £6,000. Purely Pets paid out £4,800. Read more Read less
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1.00/5
SAVE YOUR MONEY - GO ELSEWHERE
I pay £924 a year in premiums, NEVER CLAIMED before (he's 11). My dog had an Op was only £800 and they won't cover it... I pay £924 a year in premiums, NEVER CLAIMED before (he's 11). My dog had an Op was only £800 and they won't cover it as my pet didn't go for yearly check up's at the Vets. Silly me, I thought you only see Vets/Doctors when ill.... Read more Read less
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1.00/5
STEER WELL CLEAR OF THOS COMPANY
They take our monthly premiums on time every time but this company is absolutely atrocious when it comes to paying out claims. Your claim claim... They take our monthly premiums on time every time but this company is absolutely atrocious when it comes to paying out claims. Your claim claim just seems to lye dormant for months with no communication. My advice is buy cheap get cheap service stay well clear of this company. If I could give a minus score for claims and service I would. I've even had bbc watchdog in contact with me regarding Purley petsvthats how bad these people are. Read more Read less
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1.00/5
Terrible company
I have 2 claims outstanding with this dreadful company, one is 14 weeks and counting and the other 9 weeks. I am owed hundreds of... I have 2 claims outstanding with this dreadful company, one is 14 weeks and counting and the other 9 weeks. I am owed hundreds of pounds by them (now accruing interest on a credit card) and my vet is owed thousands. Extremely poor communication and generic emails when you ask what the hold up is ('high volume of claims') Do you have one assessor who is working by candlelight? A complaint led to the claims being supposedly prioritised to be processed in 10 working days - we are now 17 working days and nothing. My complaint which should have been resolved in 4 weeks has now come back as needing longer. After 8 weeks I'll be going to the Financial Ombudsman. Don't waste your time, money and sanity in having anything to do with this shambolic company, Read more Read less
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1.00/5
10 weeks to respond and only paid £200 of £600 claim
I was a customer for 3 years. I made a claim in August 2024 and it took them 10 weeks to assess it and they... I was a customer for 3 years. I made a claim in August 2024 and it took them 10 weeks to assess it and they only did that after I made a formal complaint. They only paid out £200 of my £600 claim due to various deductions and fees so it wasn't worth the hassle at all. They didn't communicate proactively and it was very difficult to get through to them on the phone to chase up the claim. Ultimately I cancelled my cover and decided to just pay out of pocket from now on. I wish I'd done more research and gone with a different insurer in the first place as my dog is now classed as having pre-existing conditions that wouldn't be covered by a new insurer. Read more Read less
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1.00/5
Shambles Dreadful company
Dreadful company, owe us hundreds of pounds, won’t respond to emails, don’t pick up the phone, at a stressful time of pet illness and then... Dreadful company, owe us hundreds of pounds, won’t respond to emails, don’t pick up the phone, at a stressful time of pet illness and then passing it’s the last thing you need. One more week and I can then raise after 8 weeks email. Been going on since July. Please stay away from them. Read more Read less
Products from Purely Pets
Showing all products offered by Purely Pets
Pet insurance
by Purely PetsPurely Pets offer policies to cover dogs and cats. Purely Pets offer 15 levels of lifetime cover so you can choose a pet insurance policy that best suits your budget...
Pet insurance
by Purely PetsPurely Pets offer policies to cover dogs and cats. Purely Pets offer 15 levels of lifetime cover so you can choose a pet insurance policy that best suits your budget...
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