“We have taken out the insurance with them in September 2023! When we looked for a quote the only thing you could add was smal/ medium/ large breed and whether is a cross bread! Never did we think that this should alarm us! 19th October our dog has become ill and after a week going backwards and forwards to a vet we ended up admitted to Davies for emergency where we have been told our dog had T-cell lymphoma and only hsve 2-9 months to live if we choose chemo! They have spoken to Purely Pet insurance and they agreed to a straight claim! After many phone calls and them promising to deal with claims within 4 weeks…. Ours got looked at after 10 weeks! Rang up to find out dates of illness noticed and double checking everything what the vet had confirmed already…. And after few days we have told us that the don’t insurance this breed of the dog so they won’t pay out and the cancelled our policy!!! We have paid 6 months and we got nothing!!! We checked the website and of course they have changed their breed column so now you can put a breed in and it will come up as they can’t insure but for us that wasn’t the case! We agreed to a chemo because we knew we are insured…. We filled a claim and they came back to say sorry and they offered us £40 for good will gesture!!! 2 weeks later we still haven’t had a penny which we paid since September!!! Our credit card is now full and at 50%APR we are paying just under £500 in interest! Taking it to ombudsman as they miss old and insurance and taken money when they knew they won’t pay our! PLEASE PLEASE PLEASE…. Do not go with this company as they conmen! There is a Facebook page PURELY PETS INSURANCE LEGAL ACTION as there is hundreds of people who didn’t get paid and they refusing payouts. Fortunately our pet will die so we will not need another insurance but if it’s an illness which is for life we would never be able to be covered again! The company needs to be taken down as they not following legal laws!!!! They taking down negative comments from everywhere so do your homework before you give your money to them! CONMAN is an understatement!”
“Maid a claim for my dog he had a cyst on his back and then another on his leg that my grommer notice took him to vets they operated during op vets found a mass on his hind that could be cancer asked for our permission to removed which we gave. Purley pets refused to pay saying it was all related even when vets sent emails stating it wasn't sent us 40 pounds goodwill as claim taken so long avoid this company like the plaug”
“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”
“Haven't hard a pay out or any correspondence after 4 weeks. Pretty convinced I won't see a penny after reading the reviews.
Join the following group if you wish to work together to take legal action against Purely Pets: https://www.facebook.com/groups/965574951667927/?ref=share”
“They take so long to pay out for claims. I sent my claim on 1st December and am being told that they generally take 4 weeks to settle. It is now 24th January! Every time I call I get told that I should hear in 3 days. There should be no problem in paying out as this is not an ongoing condition, it is for accidental injury. I would avoid this company at all costs.”
“This company are appalling. After my dog died I have battled them constantly, firstly for not actually putting through my claims, then trying to fob me off with why they died. They haven't followed anything up, they have left me to do all the chasing. They have shown no compassion or sympathy and simply tell me I have not given the correct information. They will try everything not to pay. We got moved over to them after being with PDSA who were fantastic. Avoid this company as they are charlatans.”
“This company should be investigated as they fraudulently take your monthly payment for your pet insurance and when unfortunately you have to make a claim they try everything not to pay
This disgusting company should not be allowed to insure our loyal pets Please Please avoid this horror show of a company at any cost and go to a reputable insurance company”
“As with many others this company refuse to pay out claims.
I am still waiting for my claim to be paid from November and today get an email to say it’s cancelled as I didn’t provide all information, which is a blatant lie as they have all documents from me and also from my vets .
Wish I had done more research instead of taking the recommendation from a friend. Needless to say they have never tried to claim .
My claim is relatively small and only 3 figures.
I have 4 dogs and have now insured them elsewhere as this company is a con . Look them up with the financial ombudsman. Changed name but still operate from the same business address.”
“If there was an option for zero stars, that's what I would give this mob.
My dog developed a tooth issue and was treated by my vets, who also handked the claim. It was declined because it happened in the first year of cover. Seriously, how would we know that they would have this months into cover.
She was sent for CT scans because the vet couldn't suss her issues.
Like all insurance companies, they will dodge paying out and have some small print somewhere to avoid the payments.
Do NOT use this company.”
“Claimed £40 odd pounds and took weeks to settle the claim. In fact they took more in premiums during that period. Finally settled the claim and then I immediately cancelled the policy. Then they had the audacity to reckon I owed a further £32 odd premiums and kept on sending threatening emails for this amount.
Buyer be aware.”
“If I could give one star I would.
Dog had cruciate ligament needing urgent surgery - paid nearly £4,000 vets fees and although contract states I'm only covered for this condition up to £2,000 I've submitted a claim, 50% is better than nothing.
They've sat on this claim for 6 weeks - sending e-mails and phone calls made no difference. Seems like they're so quick to take your monthly payments but rubbish at dealing with claims.”
“Extremely misleading. Make sure you check your contract. Insure your pet with a better company.
As you'll read in all the reviews, they go out of their way to not pay out on your policy.
They do not cover dental until after 12 months. Which I can only assume (as they offer no explanation) that you have to renew a policy with them as they only last 12 months?
I had to wait over a month for this decision.
Terrible communication. Very disappointed with the outcome given the time it took.”
“AVOID!
took out insurance in January... sadly my dog slipped on black ice in February resulting in a temporary limp on 1 leg (few hours)... every vet tells u that if the dog is fine after a few hours not to worry about it..She was fine then in April she had a limp on 1 leg (same leg as feb) resulting in me taken her to the vets as she wouldn't weight bare on it at all! While there vet noticed she was more on her tip toes on both hind legs resulting in her getting xrays! Showing there was and issue with both legs.... the insurance is saying she had a preexisting condition prior to the insurance being taken out this is false just to get out of paying out for my dogs surgery... months this has taken! Absolutely joke of a company and now I can't be insured for her!
They also tried to claim I had her registered at a vets I hadn't heard of... turns out they got intouch with every vet in my area and cause this vets had a dog with the same names as mine the assumed it was mine without confirming address!
Their poor communication can't even type out an email properly!
AVOID unless you like to throw money down the drain!”
“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.”
“It should be no stars , tried ringing 20+ times since renewal quote came through £200 a year more , sent 2 e-mails no response , i've cancelled my direct debit and amazingly they've been in touch by e-mail , too late i've gone with someone else,
STAY CLEAR a bunch of crooks only after your money don't believe trustpilot reviews !!!”
“Ideally would give this company no stars. My dog has been insured with this company 3 years. Developed an ongoing condition sent claims in took 2 months of continuous phone calls and emails and received an email saying both claims had been declined. Rang them to find out why. They picked up on something I took him to vets for once in 2019 and said I didn’t declare the ongoing issue when taking out the policy.. pay a bit more and go better.”
“Begrudge giving this awful company 1 star! Had my 2 dogs insured with them for 3 years and recently had to make a (first) claim for one of them. They say they aim to process claims within 4 weeks. Over 6 weeks - heard nothing. After constant phone calls, eventually got through their system to talk to someone who put my claim on 'prority'. Another 2 weeks of chasing as my renewal was due for both our dogs, I finally was told my claim was refused as a 'possible allergy' was mentioned in a vets report 3 years ago - on day 12 of our policy. Possible 'Pre existing condition' - claim refused. As soon as they received the claim (with all supporting paperwork and vets report) the online claims tracker stated that the claim was 'in assessment'. They then spent 8 weeks making excuses and wasting mine and my vets time knowing from the start they were going to refuse the claim. Spend your money elsewhere and avoid this 'Ben Turpin' outfit.”
