We had to have our 4 year old dog pts 6 weeks ago. She suddenly deteriorated and we found out she had a large renal mass. In all we paid out 2k whilst the vets put the claim in. They told me they were taking 4 weeks to settle claims. At week 5 they emailed to say they needed more information from the vet and if we didn't provide the information within 30 days they would cancel the claim ! My husband rang them, livid, they apparently were challenging why the vet had given a drug twice. The vet answered that same day. They then settled one of 4 separate elements to the claim,despite them all being linked in their system. Again my husband rang and today to ask why on earth were they not processing all together as it was the same illness over the space of 10 days and our dog is dead. They then said they would look to get it sorted by 28 November. Needless to say we weren't happy and after speaking to a supervisor the call handler said they would get it sorted this week. We've had an email today to say they are settling the claim but it could take up to 7 days for the payment to reach us. Shocking communication,, happy to delay with no reason given, considering a sudden new and terminal condition. Glad they've paid up, but awful to deal with when you've just lost your pet unexpectedly. We are thinking about a new puppy but one thing is for sure we won't be using Purely Pets again.