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.

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... 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. Read more Read less

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,... 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). Read more Read less

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... 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! Read more Read less

No nonsense - clear and cost efficient insurance

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... 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. Read more Read less

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... 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 Read more Read less