Purelypetsinsurance Reviews

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Jen

2 years ago

Very slow to process claims and their

Very slow to process claims and their website is atrocious it s 2023 why is there not an app or a mobile friendly website I can t even view emails on their portal as they won t load Unfortunately due to my cat having an ongoing issue I can t move insurers now or I would definitely leave I m not sure why they don t just email updates directly to you rather than ask you to log into their website where the emails don t load

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Colin

2 years ago

Website mobile compatibility

Some work needs to be done on the website to make it compatible with mobile devices The emails suggest using chrome if you experience any difficulty but the display isn t right when using either chrome or safari on an iPhone In addition you cannot access the documents on the website easily so it would be helpful if they were emailed

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Leisa Waters-Woodbridge

2 years ago

The amount of time it takes to settle a

The amount of time it takes to settle a claim is ridiculous the excesses are high and should your dog be over the age of six they then deduct another 20 I m sure there are much better insurance companies to waste your money with

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Jackie Moir

2 years ago

Be careful when insuring with this company

I found the customer support staff very pleasant helpful However the time taken to assess a claim and then pay out was extremely lengthy They haven t updated their acknowledgment e mail to say that claims are taking longer Granted they use the word aim but the fact is that the time taken is nearly twice as long as they say And once assessed and agreed the e mail received states payment will be made between 5-7 days I can understand a slight delay going from one branch to another but 5 days Added to which they don t use the word working in front I would recommend that anyone thinking of insuring with this company is not going to be short of funds whilst you wait

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C Pritch

2 years ago

Cut off by an agent

When you have an poorly pet you are quite anxious about sorting everything I called and the guy wasn t listening to a word I said several times confirming what I d said but saying the complete opposite so when I showed my frustration by saying that s not what I said he put me on hold without saying anything then disconnected the call I did call back and get a lovely lady but the service should be same

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Holiday Mart

2 years ago

Can t open the documents

The reason this is an average score is due to the fact that I can t access any of the documentation due to the browser I use I do not want to switch my current browser to Chrome as is suggested so currently I can t open my policy etc then I get emails saying that I haven t opened my documents Total catch 22 Otherwise very simple to get online and comprehensive cover

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Pete

2 years ago

Poor communication

On the positive side this company was a much better deal than my previous insurance and all went smoothly However I am unable to access documents on the portal for some reason and requested that they post paperwork to me This took four attempts 2 messages which got an automated reply saying use the portal 1 email no reply and other message which finally sorted it

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Sarah Moran

2 years ago

Communication is difficult

Not used the policy and the increase is high can t get hold of anyone on the phone to discuss it and no reply to email Same with another query I had earlier this year do find it frustrating that you pay every month and you can t speak to anyone I did get someone eventually and she was helpful - current time on hold today 13 minutes so far

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Jane99

2 years ago

Please listen

Called to get a quote for a wee dog I ve rescued for a home where he was being mistreated Explained this to customer service agent he totally dismissed what I was saying as he was obviously reading from a script I explained the dog has NEVER been to a vet yet I was asked about vaccines if he had been neutered and other vet health questions Terms n conditions were read in full very long conversation after saying he could email me as I was at work Stressful call

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Pet owner

2 years ago

You do not get rewarded as an existing customer but lots as a new customer

I cannot understand why the renewal price is much more expensive than the new policy price I contacted them to see if the price can be lowered to match the new quote but the advisor said it was not possible unless I changed the level of cover Renewal cancelled and took out a new policy directly with them at a lower price

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Rated 3.57 out of 5 by 140 Happy Customers

Very slow to process claims and their

Website mobile compatibility

The amount of time it takes to settle a

Be careful when insuring with this company

Cut off by an agent

Can t open the documents

Poor communication

Communication is difficult

Please listen

You do not get rewarded as an existing customer but lots as a new customer

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