“took out two policy's of lifetime cover for my yorkie and pomeranian. This policy is what i thought was top cover as I had been stung previously by another insurance company when I had my other Yorkshire terrier. WRONG!! My Yorkshire terrier is poorly and needs an MRI scan as she is having neurogical issues so needs to be assessed for a brain tumour and she is insured for £10,000 per illness, they have just told us that they will only pay £1300 towards a brain scan that costs over £3,000 how can YOU justify this? I pay this insurance for peace of mind for when my pets become ill and YOU refuse to pay out!! They are literally condemning my pet to death as I do not have the means to find the other £1700 that is why I pay top end insurance! I literally feel sick to my stomach at how these charlatans get away with doing this to people and their pets when you need to make a claim. Purely pets you should be ashamed of yourselves taking my money each month and not doing what I pay you for. You should be renamed "PURELY FOR YOURSELVES" because you have no credibility nor compassion when it comes to the animals you supposedly cover!! My precious dog will have to be put to sleep through you!! 😭 Never again!
Date of experience: 21 November 2022”
“Like a lot of insurance companies, they will come up with any ridiculous excuse not to pay.
Our GSD (Texas) was losing a bit of weight at the start of the year. So in March '22, Texas had bloods taken as well as a number of tests carried out so the Vet could better understand the cause. We submitted a claim soon after to cover the >£600 bill. This claim was rejected on the grounds that this weight loss was due to cancer which occurred before the Policy was in place, March '22. This is ridiculous, as cancer wasn't discovered or even thought of by our Veterinary surgery until June '22 when a scan was carried out.
Purely pets stated in the claim rejecting email: "We entered a claim for Texas onto our system on 24 June 2022. Our assessor contacted your vets on 27 July 2022, to ask if the previous weight loss symptoms might be related to this current condition.
On 2 August 2022, your vets replied the weight loss was a symptom of the condition related to the insurance claim."
This last step is completely false having spoken to our veterinary surgery, which they can corroborate.
Having raised the issue with PurelyPets, I then came to find that not only had they carried out the medical review online rather than speaking to the Veterinary surgery directly, they used a Veterinary Nurse rather than a Veterinarian to come to this conclusion. This is like calling the Doctor's office to be told I have to give my symptoms via online comments box and then having a nurse review it rather than a doctor. You then find this nurse then says the weight loss is due to cancer. In this scenario anyone with half a brain would ask: firstly, why is this done online rather over the phone at the very least, and secondly what makes a nurse qualified to come up with that prognosis.
The whole point of purchasing Pet Insurance is for unexpected incidents such as this one, otherwise it's not worth having.”
“Purely Pets essentially halved our claim. Their website advertising contradicts their policy documents. For example "It means you can give them the right treatment, at the right time, at the vet of your choice, without worrying about costs." - absolutely not the case. If your pet needs emergency treating 'out of hours' then Purely Pets puts a cap on your claim - a very low cap considering vet's fees!! We complained - Purely Pets couldn't even get the name of our pet correct!!!!!”
“a minute ago
NEW
To be honest, if I could rate zero stars I would. I paid for £15k lifetime cover and so far they've failed to settle the full amount of one claim minus excesses and the other claim has been ongoing for almost 3 months. Horrendous customer service, avoid at all costs!!”
“Reading all these complaints and with mine still going on nearly 8 months later . I cannot understand how a company like this is still operating , please save your money go to another insurance company for the sake of your beloved pet and your mental health!! Everybody should be contacting the Ombudsman to report this awful company I defiantly am. Dreadful companies like this need fo be stopped”
“Very poor service. Claim has not been dealt with after two months they keep saying they are waiting for documentation from the vet but have only mailed them to ask for it after I chased them twice”
“Ordered Doughnuts for my Bunny.
Excellent service, Excellent delivery and Excellent price.
Bunny loves them
Thank you very much for Excellent speedy delivery
5 star ☆☆☆☆☆ A+++++”
“Terrible experience with Purelypets, sounds the same as other as have said on here so it must be a tactic of theirs to delay payment and cause confusion. Claim made in Jan 22 and 3 months later still saying they don't have correct documentation despite vet sending it 3 times already! Have demanded to speak to supervisor who said they'd call but haven't and sent complaint on email and again no response. DO NOT take out insurance with these cowboys,”
“Avoid this Insurance Company!! They don’t respond to emails or answer the phone, just getting told they don’t have all the relevant documentation from the vets which has been sent on numerous occasions. Worst insurance company I have ever dealt with! Not even worthy of one star!!”
“Claim went in on 13th January 2022; still waiting, and they keep asking the same question that the vets have already answered. Told me someone would call me back today, no call. Abysmal service so far.”
“Update: No longer responding to my emails now, great.
I'm failing to understand why I was called (a month ago at the time of writing this - March 2022) about a confusion in my dog's claim that didn't even make sense to have that confusion in the first place after all the vets papers and even my dog's passport I provided (they basically couldn't figure out why my dog has no records with my old vets who I haven't been with since March 2020 when I moved house and perhaps because I only adopted my dog last year (Aug 2021), which obviously isn't before 2020), and still nothing further has been done with my claim.
The claim is not a complicated one, it's so simple and easy. She had a pain, the vets investigated it, gave her some medication, and done!
The online portal is shocking and each time I click to view the progress it loads the fletching claim page for ages and the says 'oops!'.
When I do get through, the documents section says 'You've not uploaded any supporting documents yet' even though myself and the vets have emailed over everything. The claim section itself says 'This claim was created by an administrator using our management system.' so why hasn't the administrator uploaded all the documents we've sent?
For such a small claim this is so much more hassle than its worth. And especially after weighing up that after excess fees I should only end up receiving a small amount of my claim money back, it really really really seems like a lot of hassle that's really not worth it, when you think of it that way.
I'm so disappointed with my experience with purely pet insurance and can safely say I won't even be looking at that name again when it comes to renewing. I've been with the same provider since 2017 and really regret considering purely pet this time round.
I can't wait for all this to be over.”
“If you have a sick or dying pet they don’t respond by phone live chat or email . It’s stressful enough without there lack of response . Please don’t use them they don’t pay out .”
“Today I join the rest of you in declaring this is the worst insurance company in the world, no matter what your claim is it will never be paid out. I feel sorry for the people who care for their animals,do the right thing taking out insurance only to be ripped off by these cowboy scammers. I can’t understand how their staff work for them they must be totally embarrassed when they have to make up lies for this company. Over the last few months I spoke to many of the staff and I could tell from their response that payment would never come and they knew it. Shame on these cowboys. The only way to stop them is to expose them. With that in mind have contacted Martin Lewis and watchdog so watch this space.
FOR ALL OF YOU LOOKING FOR YOUR PET TO BE INSURED NEVER EVER LOOK AT THIS BUNCH.”
“Phoned up customer service to say the online claim portal is not working the advisor acted as if she was unaware and said that’s strange I’ve had problems myself today
I asked when the website would be fixed she said put it this way it’s been broken since Friday and today is Monday so will take a few days this was a week ago
And one reading the reviews I see the website won’t process claims for at least a month so the customer service agent was lying
Also the online chat says you are in a queue and then 5 minutes later asks for your feedback on the non existent conversation you had
Do not waste your money on this insurance company they seem to to everything to stop you from claiming absolutely disgraceful”
“READ THE WEASEL WORDS CAREFULLY! Had a £160 excess on the policy, when my dog was referred to another vet that meant two claim forms, and therefore two lots of excess!! CON!! £320 excess for a £600 treatment!!”
“Poor, would not recommend. Took almost a year to pay our vets, poor communication, disputed treatment costs with vets, so embarrassing. I've been with my vets for over 15 years we both had to chase for payment for the outstanding balance then despite me paying my excess ended up with a further £40.00 to pay. WOULD NOT RECOMMEND”
“Awful company, please do not use. My pet was diagnosed with terminal cancer in October and needed some investigation work to get to that conclusion of which I claimed for. They have stalled and delayed paying out and in Jan 2022 I still have not received payment.
Alarm bells started to ring for me when both my vet and the specialist vet would not directly communicate with the insurance to settle as they are renowned for this stalling procedure.
The excuse Purely Pets have given me are that my vets have not responded to the information they required. My vets have been very responsive and have copied my in every email they have sent. So I know the insurance have all the information they need. I have no other option now but to escalate my complaint and report them to the ombudsman. Direct line were the best pet insurance company I used, I am sorry I switched now. Wish I had read the reviews first.”
“Do not use this company. At this point I would prefer to just let my cat die than have to deal with this company that's how bad they are. The claim process is unbelievable. Constant lies.”
