“Appalling insurer - £1700 claim, took 6 weeks to settle and ended up only getting £850 as they had exemptions and claim limits on most items. If you have a big dog be aware for hidden limits on every item needed for medical bills!
Customer service hopeless, long wait times and they're unable to do anything. Portal to upload items is very poor, bad admin and a huge amount of stress to deal with when your pet is at their worst.
They don't care at all!”
“Abysmal service and time to assess claims. The time this company take to assess claims is terrible and well in excess of 4 weeks. Their customer service fob you off when you chase and you can't get a straight answer of when it will be assessed. Their online claim system is a joke the in reality provides a useless update on the claim. Furthermore secondary claims are set up for the same claim to afford them extra time to assess!”
“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.”
“They cancelled my claim and won’t tell me what document they deem to be missing. They don’t answer the phone or respond to emails. I’m furious. Avoid these fraudsters. It’s worth paying extra for a more reputable insurer.”
“It takes about 7 weeks from the time you put in your claim to then be paid. Also my cat got diagnosed with HCM a heart condition and requires yearly scans. They put my monthly payment up by 100%. Insurance companies rarely lose. I wouldn't recommend!!”
“First ever claim for my 5 year old dog and 10 weeks later still waiting 'for it to be assessed'. It's 8 weeks since my vet sent everything to them and still no settlement. This last phone call to chase took 50 minutes for them to answer. Then told again - sorry we're a bit behind. Told me they'd make it a priority and would let me know something within 3 working days. I won't hold my breath! Definitely going to cancel. They may look great with their prices but that's no good if you have to wait forever to be sorted.”
“Same as everyone else here. Gawd awful poor service. Over 3 months to sort the claim. Hiked the renewal price. Despite our dog 14.5 years old and his first ever claim. You lose a year of your life trying to call them and when you finally get through it’s just nonsense. They request the pets medical record again and again and again that even the vets were shaking their heads. Then you’re waiting more weeks before you try again.
Just don’t ! Look elsewhere. Please”
“Avoid Purely Pets!! Please!
They took my money and when we had to make a claim they've been a nightmare. I've spent hours and hours on the phone trying to sort it. They lied to me, told me a cheque had been sent when it hadnt. They took the £160 excess twice, even though my vet confirmed it was the same condition/problem. I've been waiting since July for the 2nd excess charge of £160 to be refunded. Still nothing!! Check your small print too as they didn't cover the out-of-hours charge from an emergency vet - not my dogs fault they needed a vet over a weekend. Wasted so much time & money 😡😡😡😡 I'm not giving up though!!!!!”
“On the phone again 4th time covering over one hour then same message and wait last time we claimed. Large claim now over 4 weeks waiting. Now sadly we have just lost our pet but just get hold of them. Disgusting customer service please don't use this insurance company . The review only allows one option we tried email and telephone”
“THINK VERY HARD BEFORE YOU USE THIS COMPANY
Currently insured with Petwise but this changes to their parent company Purely Pets upon policy renewal later this month. Apparently all Petwise policies now transferred to Purely Pets. RESULT 153.5% increase upon renewal. Yes we made a claim and guess what; that percentage increase virtually equates to the sum cost paid for the veterinary procedure! Originally went with Pet Wise because they supposedly specialised in affordable insurance for older dogs but now that our dog is yet older it is all but impossible to get insurance elsewhere if we don't renew with them. This means you either pay the extortionate fees demanded by Purely Pets or risk going without insurance!! I would point out that we had annual cover for £8000 so you can imagine that our monthly DD was for quite a substantial amount and our claim with them was less £850. God only knows what the increase would be if we had a claim approaching the policy limit! Forget about their statement that they settle claims within 4 weeks. They don't reply to emails (take an age pick up the phone) and in our case had not even LOOKED at our claim until 4 weeks after we submitted it AND ONLY THEN BECAUSE WE EVENTUALLY MANAGED TO SPEAK TO A REP. We have had many dogs insured over time with various companies but this outfit are dreadful. Take my advice and look elsewhere for insurance. They may offer a good deal initially but make a claim and they will hammer you when you go to renew! Vets get loads of stick regarding their fees but insurance companies are a law unto themselves. I know, lesson learned, new kids on the block may seem cheap initially (they need to be to get the business) but something will always come back to bite your backside!”
“They are completely worthless. They haven't come back on a claim - after 2 1/2 months - even though they were supplied all the required information upfront from myself as well as the vet. Do find another insurance company for your pet.”
“Claim sent by vet on 16/8. Got a message on 09/09 to advise just received it so will be more like 7 weeks to process a claim. Just got my oldest dogs renewal....gone up £51 per month to an annual premium of £1,619.88. Avoid, there's better out there. If I could give zero stars I would.”
“Awful company, do not use them! Death benefit claimed 7 weeks ago, they say allow 4 weeks so I called at 4 weeks and was told my claim had been ‘stuck in the system’ hadn’t even been looked at yet! Gave another 2 weeks, rang again for them to tell me they needed information from the vet and they were waiting on that (that I had already uploaded)… I rang my vet and they hadn’t requested anything! So vet sent it over in my request, another week on I rang again to be told they still need the information from the vet. Absolute shambles and I was giving them nearly £100 a month with no claims. Go elsewhere!”
“Avoid at all costs. The more I learn about them the more I am convinced they are scam artists. Submitted a legitimate claim in July still being fobbed off......by scripted unsympathetic customer service agents. You get what you pay for folks......”
“Would give zero stars if i could!
*AVOID AT ALL COSTS**
I have had my Staffordshire Bull Terrier insured with this company for 2yrs and they have paid out on a previous claim but today have declined his claim due to his breed as they no longer insure the breed … Disgusting to discriminate but even worse for a dog you have been insuring for 2yrs, taking our money and us thinking where safe to now having no idea how we will settle the huge bill we have with the vets!!!! I will be seeking legal advice and advise everyone avoid these like the plague!!!”
“Terrible service, still no payment from a valid claim made in July. Constant fob off by service staff, constant promises of returning phone calls and never do. Just avoid and take your hard earned money and pet welfare to a more reputable company.”
“Absolutely shocking insurance company been waiting 10 weeks for a small claim of £400. Customer service is diabolical. Keep asking me the same questions and claiming they never received the email reply. Now want a full 3 years vet history and any previous names my dog may have had (lol) funnily enough when I declined to renew last month they emailed me the same day saying I was late with my payment and to pay up NOW! Big red flag for this company that will try anything to avoid paying.”
