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Purely Pets: Pet insurance reviews

Name: Pet insurance
Rating: 4.79 (2030 reviews)

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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

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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:

The Very Best

A really excellent pet insurance provider Reviewed on: 10th July 2019

4 WEEKS STILL NO PAYMENT!

SHOCKING! 4 WEEKS AND STILL COUNTING TO GET PAID!! Should have checked the Pet Insurance Guide who rates them 2/5!!! I have had 5 rescue dogs over my lifetime and never experienced anything this bad. Portal online never gets updated, call centre staff are like robots and clearly THE SHAREHOLDERS like to hang onto the interest our large sums of money are making them Reviewed on: 26th September 2023

Scammers

Refused to pay me out when my cat died, keep well away from this company Reviewed on: 19th September 2023

To Award one star actually hurts

The whole company are a complete shambles They issue Various promises and e mails knowing they have no intention of paying your claim We feel that we have been conned after being told our claim is now unsuccessful after we have paid ourselves for our Dogs operation , Prior to being told we would be covered by one of there telephone advisors Please please be warned you are dealing with a heartless ruthless money making machine, who will go to extreme lengths to not paying your claim !! Don't make the same mistake we did Date of experience: 13 September 2023 Reviewed on: 13th September 2023

AVOID AT ALL COSTS

Don't bother insuring with them they never pay out even if you have a lifetime policy they just reject on basis its a pre-existing condition. Reviewed on: 29th August 2023

Stay clear they make any excuse not to pay out

I whish I'd done my research before paying out to these. I've paid nearly £40 per month for years, I tried to claim for my dogs ear infection which turned out to be cancer of the ear canal, she had many visits to the vets with the bill being nearly £600, when we tried to claim, because the 1st visit was just before it was renewed, the bill was only for £45, they took £160 excess off that bill which they carried over to the next bill so they carried over £115 and took it off the remainder, plus they said the many visits for ear infection was different from the removal of the tumor, so they classed it as two separate claims 3 in total so they took off 2 x £160 plus £115 access off the previous, in total we received just over £100 from a total bill of nearly £600, their loss as we will be cancelling our insurance which equates to approx £500 per year, which is more than they should have paid us. This should not be allowed to happen, who is monitoring these bad companies Reviewed on: 5th August 2023

AVOID

Would stay clear, POOR SERVICE VERY SLOW LIVE UP TO THE ANYTHING NOT TO PAY NARRATIVE OF INSURANCE. Details below you decide :- Put in a clam in back at the start of May for treatments payed for regarding a servier ear infection totaling around £700 After being told it will take upto 4 weeks to prosses, it has in fact taken mour than 8 and after several chaise up calls It has now been declined due to being an "existing condition" Personal I think this is a very loose use of the word condition as they are referring to a 1 week course of antibiotics back in 2019 (4 years ago) Personal that is not an ongoing condition But I let you decide Reviewed on: 6th July 2023

Appalling

Avoid. Rejects claims but happily takes your monthly payments. READ REVIEWS!!! Reviewed on: 11th May 2023

Please read before taking a policy

Please, please read this review before taking out insurance with this company. Claim numbers: 3154839, 3154827 Unfortunately, we had to have our mother’s two elderly dogs put to sleep as she pass away from a stroke and her dogs were too old and set in their ways to be rehomed, we tried so many places. We are now 5 months on and Purely Pets are still trying to find ways of not covering the vet and cremation costs. I have just had another call with them and they are now passing this over to their complaints department (again). The call handler I spoke with (Mark) was rude and raised his voice at me. He and Purely Vets, are now blaming the vets for not providing the correct information. Purely Pets are making what has been a difficult and stressful situation so much worse. You are meant to have insurance to help in these sorts of situations not make them more difficult. Reviewed on: 15th February 2023

Dont pay out

This company wont pay out when your pets turn ill. You pay them every month and when the time comes to make a claim they will find any reason not to pay you Reviewed on: 27th January 2023

Great onboarding experience, savings not worth the pain when trying to claim

When I first insured my 2 dogs with Purely Pets, I thought the initial onboarding experience was fantastic. I think I actually even left great feedback. However, the whole claim journey is nothing short of a farce! Painful, ZERO CUSTOMER SERVICE, constantly having to chase and spoon feed them the information (even though they had already had it several times). The only way to get a response is by shaming them on Twitter, and even then it's still not great. Honestly, the savings on the upfront insurance is not worth the pain of trying to make a claim Reviewed on: 15th November 2022

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