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

When submitting a claim they were efficient and dealt directly with our vets on our behalf, making it a pain free process for us.

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

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

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

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

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

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

After comparing many pet insurance, I found purely pets has the best value and review with online vets available.