Write a review

Go to business site

Purely Pets: Pet insurance reviews

Name: Pet insurance
Rating: 4.79 (2030 reviews)

View other Purely Pets products

4.70

Based on 2,030 reviews, last reviewed 2nd Jan 2026

100% decrease in 5 star reviews

in the past 90 days

200% increase in 1 star reviews

in the past 90 days

87%

10%

Latest highest rating:

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. Reviewed on: 5th September 2025

Latest lowest rating:

1

Very poor dealing with claims. Very poor dealing with claims. Have raised a complaint and will escalate to the FOS to investigate. Reviewed on: 2nd January 2026

Read all reviews See your review

About this product

Purely 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 and requirements. You can get a quote and manage your policy online. Purely Pets can make claims payments directly to your vet.

Purely Pets pet insurance reviews help you find out what it’s really like to be a customer. If you’ve used Purely Pets before, you can also leave a review and share your experience.

Purely Pets Pet insurance reviews (2030)

Review of the Purely Pets, Pet insurance:

Customer service excellent.

First time I've taken out an insurance policy with Purely Pets and the customer service was excellent. Reviewed on: 15th September 2021

Great Insurance for Dogs Prone to IVDD

Purely Pets were amazing after our dog was diagnosed with IVDD. I pretty much maxed out our £14,000 policy and the renewal price only went up to £46 per month (up from £24 before the condition), which I feel is very reasonable as I know of others dealing with this that had their renewal price come through at up to £300 per month after spinal surgery. Their payout is never four weeks it’s usually around 6-8 weeks but you are kept updated and I never needed to speak to anyone, which I was relieved about as the aftercare for our baby was very stressful. The main thing was they paid out for everything promised in our policy. We very sadly lost our boy and they even refunded me for the couple of months after that I kept paying whilst we put all the claims through (I kept putting off cancelling). If you have a dog that is prone to IVDD such as dachshunds, cockerpoos, french bulldogs, etc, definitely look at Purely Pets. Reviewed on: 27th August 2024

Poor service, slow claims process, rising premiums

With insurance, there are limited interactions upon which to base your judgment. My experiences with Purely Pets thus far have generally been unfavourable. In fairness, the premiums seem competitive for the level of cover - although we will only truly be able to assess that if/when they pay out on a claim! However, they have increased the premium aggressively in year two, despite our pets being young, healthy (no prior claims) and kept indoors. They increased our premiums further when we told them we had moved (from West London to home counties and the pets never leave the house, so it's hard to see what possible change there could be to the risk profile). And now to my ongoing claim. Purely Pets don't pay for treatment up front so you are already having to incur expenses and wait to claim back. Then they have busted through their already lengthy claim assessment period with nothing but standard, identically worded text messages in the meantime, telling me not to worry. I sent a message to follow up and they have busted through their timeframe for responding to that too! Will they ever respond? Will they ever process my claim? The customer service is slow to non-existent and the fervour with which they increase premiums is another bad sign. (My claim has not yet been assessed, so this review is not influenced by a good or bad result). Reviewed on: 23rd August 2024

Excellent customer service

Our dog Barnie has been diagnosed with both diabetes and Cushing's Disease therefore requires regular ongoing treatment. Purely Pets have always settled our claims promptly and fuss free. Recently they have updated their systems to improve their service even further! Reviewed on: 23rd August 2024

No nonsense - clear and cost efficient insurance

No nonsense - clear and cost efficient insurance Reviewed on: 23rd August 2024

John Wick Era

Let me tell you about this company. I have had a year plus ongoing complaint so much so I'm first name terms with the Escalations team. Anyway that aside. Monday morning 4am my beautiful dog takes a negative turn, I do what anyone would do which is call the vet, I rush to the out of hours vet which is half an hour away. By 5am I'm crying and being informed that she has heart failure and her lungs are full of fluid. The choices are to try and pain relief and do as much as they can or euthanasia. Can't even say it without getting upset. What I should have done is consult the small print of my policy because, I should have left her on oxygen and comatose for 43 days which is then 36 months. Because guess what these sneaky something-holes have inserted into there contract. No cementation fees until your policy is 36 months. Mine was 34 weeks and 2 weeks. You're reading this going - well no big deal that's the policy. Yeah I get that. That doesn't diminish the overall standard of fights I've had with Purely Pets and this is the topper. I mean come on, what kind of clause even is that? In many ways it isn't even about the money £300 it is what it is. Its the rawness of feeling. See how you feel if you fall foul of being unfortunate of these. Reviewed on: 14th February 2024

AVOID AT ALL COSTS, WILL WEASLE OUT OF PAYING

Had policy since 2015, THEY cancelled it in 2019 when the bank failed to move my direct debit over, as soon as I realised (the same month it was cancelled) I called to pay and reinstated a direct debit. They told me they would have to start a new policy but nothing would change, now I have huge vets bills for my dogs skin condition, hundreds of pounds every month, I thought it was about time I made a claim (1st ever claim). As there was a note on the vets history from 2016 mentioning POSSIBLE dermatological issues, they have declined as a pre existing condition ! AVOID AT ALL COSTS, WILL WEASLE THEIR WAY OUT WHERE EVER THEY CAN Reviewed on: 8th February 2024

They take too long to pay out for claims.

They take so long to pay out for claims. I sent my claim on 1st December and am being told that they generally take 4 weeks to settle. It is now 24th January! Every time I call I get told that I should hear in 3 days. There should be no problem in paying out as this is not an ongoing condition, it is for accidental injury. I would avoid this company at all costs. Reviewed on: 24th January 2024

Received my renewal and it had increased by £200.

Received my renewal and it had increased by £200. Rang to see if they were prepared to offer a better price. They weren’t advice was “ take it or leave it” obviously left it and got a better quote elsewhere. Never made a claim on my insurance so no justification in the massive increase. Reviewed on: 11th January 2024

Trying not to honour claim

The one star is only due to the politeness of staff. The company has decided to reject twice a vets bill of £3154.00. We have always been responsible pet owners. So we took our dog to the Vets at the end of 2022 due to a lump that came up and down on her knee. Vet looks at it and says monitor come back if it grows. We go back in 2023 and Vet decides to take aspirate etc. Ends up we need to have operation etc. sent claim in and rejected as the company claims it was a pre existing condition and not mentioned when policy was renewed. There was no condition when we renewed the policy and the Vet says to monitor!!! If at the time the Vet decided that action was needed then we would have done this at the time. Surely any sensible person can see this decision is not understandable and it feels the company are just trying to find an excuse not to honour the policy. I will end my policy as soon as I can once I have exhausted my complaint to the financial ombudsman. But got to reflect that at present could recommend this company to anyone. I would suggest not buying a policy with Purely Pets. Reviewed on: 30th November 2023

Disgusting do not use

Horrible experience I would not recommend to anyone Reviewed on: 8th November 2023

Alternative products

Pet insurance
from Animal Friends 4.66 from 644 reviews
Pet Insurance
from Perfect Pet Insurance 4.72 from 1746 reviews
Pet Insurance
from Vetsure 4.00 from 1 reviews

Join Smart Money People

Keep up to date on ratings of your favourite businesses. Find out about our awards and write new reviews with ease

Create an account

News, guides and insight from our team

View resource hub