“If I could give zero stars I would! Wy wife and I decided to change and move to this insurance company and what a mistake. We're in the process of (trying) to make a claim and its farcical. Its taken them around 2 weeks to even log the claim on their system and now we find (only after checking online) its been referred. No-one has contacted us to let us know why its been referred or who to. I'm certain they are just trying to find an excuse not to pay out for what is quite a legitimate and simple claim. If in my own job I displayed this lack of communication be sent of with a P45 faster than you can say.....please contact us and let us know what the hell is going on!”
“If I could rate them 0 I would. Worst company ever, can't tell me before I get my pet treated whether I can claim or not. Told them exactly what the problem is and the 2 lines of treatment. Their advice - get it done put the claim in we will then make a decision!!!!!! Ombudsman tomorrow. The silence was deafening when I asked it her pet was insured through purely pets!!!!! That speaks volumes. I will advice all my friends on a pet social media site not to touch you with a barge pole. No wonder the monthly fee is reasonable. Bunch of cowboys”
“I covered my dog with purely pets , and 7 months later he unfortunately died of a bleed to the lungs . No sign of him being unwell until the day he died .which was a big shock. He was 2 years old . But as he was insured we thought at least the vets bill would be paid £595.00 . But no they said as we were only with them a short time and only paid in £108.00 in premiums we were due a refund of £12.50 . So no don’t touch them .”
“Submitted an insurance claim in the summer (our dog had a grass seed removed), that was eventually processed in the autumn after some chasing. Our dog then very unexpectedly and very suddenly died in September. Filled out all the forms required, as did our vets who processed everything needed for the claim. Weeks later having heard nothing we contacted Purely Pets Insurance and have subsequently spoken to them on multiple occasions. But still 4 months later nothing. Appalling customer service, we feel forgotten about and annoyed to have to contact Purely Pets Insurance multiple times to get anywhere (nowhere?). Would not recommend at all, not worth the hassle!”
“Purely Pets quoted very reasonably for our two mixed breed dogs (Labradoodles). The only options on the internet were Pure, Cross or Pedigree. When we had reason to call to change bank details, they told us that the quote was wrong, and that the premium was nearly 50% higher because of the breed. They couldn't explain why their website didn't ask for this information. I'm still arguing this point with them. Very little knowledge available from their call centre.
In the process of trying to get them to explain, but call centre staff have little knowledge, and repeat the same thing too many times. Manager callback can't be guaranteed within 72 hours!”
“Absolute waste of money! Not paying out for meds as the vet has 100% Mark up! How was I supposed to know this?? Phoned them to query it and was told she didn’t know why that was the case asked to speak to a manger and was told they wouldn’t know either!”
“Had cover for a couple of years, never claimed on my policy. I unfortunately had to have my beautiful dog put to sleep. I was unable to claim for this due to his age which I was aware of and didn't have issue with. I therefore cancelled my policy as didn't need it any longer. I was sent an e mail advising that I was owed premium and it would be credited to my account. A few days letter I was sent a conflicting e mail saying I owed them money. I called and was advised that this was an administration fee and that the first letter was wrong. I was told it was in my policy wording therefore had to pay regardless. I complained about this as I was not given an apology for the error with the first incorrect email and also why was I paying this admin fee when it was an online provider? I was told I had to pay regardless or they would sent this to a debt collection company. So not only had I lost my best friend which I was deeply upset about I also had the added distress of being threatened with this when I had initially thought everything was ok and I was up to date with my payments. AVOID at all costs. Have no idea what real customer service is and are clearly only in it to make as much money as they can!!!”
“Do not touch they doubled my lifetime policy because they know if you go elsewhere you will not be covered for pre existing conditions and they will do what ever they can not to pay out I have cancelled my policy rather than keep giving them money for nothing”
“Awful company. After being a loyal customer for 7 years and never making a single claim, they tell me that my policy has to be cancelled due to a change in circumstances and then they charge me a cancellation fee when they are the ones cancelling the policy. They didn’t even bother to reply to my complaint. Do not use them. Go elsewhere with better customer service.”
“Also feel very let down by purely pets - advice off vets was to get my dog spayed - which I must admit didn’t realise what the consequences might be If we hadn’t - and yes dog became very unwell £2k later after surgery which we paid for insurance won’t pay out - do not touch them - I’ve had no correspondence with them had to chase it constantly at decision has taken just over 2 month - absolute joke of a company”
“Poor experience. Order never arrived and company refused a refund. They produced some sort of bogus proof of delivery dated the SAME DAY i placed the order - how is that possible? The "proof" of del is also dated PRIOR to them messaging me that the order was running late. Obvious scammers, i suspect this is how they operate. By scamming customers on low value orders because they know it's not worth going to court over. An utter disgrace”
“Terrible, dog has reared ligament operation 1st may which covered but because policy renewed in June they class it as 2 years treatment and due to the fact the silly vets claimed twice for X-rays to make sure it’s healing ( they assumed be classed as an on going problem ) been told it’s now been classed as 3 claims and therefore that leg isn’t covered anymore , however as it’s not healing correctly will need another operation”
“I have spent 7 years with my previous insurer until last year when they transferred my 2 policies to Purely Pets. Over the 7 years I have paid over £5000 insurance premiums for my 2 cross breeds, with less than £500 claimed after various excess contributions. One of my dogs has developed a heart condition, which requires medication. Medication costs for last year were approximately £550, which means approximately £400 paid out after excess contributions. I have just received my renewal notice through and the policy for my dog with the heart condition has went up to over £1000, an increase of over £400. Coincidence, I don’t think so, as my other policy has not went up by the same amount, albeit he is an older dog. Ultimately it looks very likely their policy is to claim back any claims they have paid out during future years premiums.”
“Purley pets took on a previous insurance policy, we didn't receive a renewal quote but they proceeded with taking a much higher monthly premium. When we challenged they agreed to cancel contract but refused a refund for the money taken. Stay clear....”
“On their web site they state 20 days to deal with a claim .I have been waiting since June 2016 (14 weeks) still no response.Not acceptable.Fine until you have to claim, then they blame volume of claims the reason for delay.”
“I have made two claims over the years and waited over 2 months for both to be settled.
They do not respond to e-mails or calls. I am currently waiting to hear why they took £30
from my account after the policy had been cancelled. Needless to say I have now cancelled all my policy's with them, which total 4 in all and gone elsewhere. Truly appalling service .
Would never recommend them .”
“Purely Pets is just one big joke. They aim to settle claims in 10 working days but in my experience it takes them an average of 2 MONTHS. I find now they are not even answering calls. I've left emails but no one responds, I've left a number for a call back but no one ever gets back to me. Paid plenty money in over the years but once my dog was ill they just didn't want to know. It is stressful enough when your beloved pet is ill and the last thing you need is dealing with incompetent fools. DO YOURSELF A FAVOUR AND DON'T TOUCH THIS INSURANCE COMPANY”
