Purelypetsinsurance Reviews

They take forever to give you a pound first time talk about four months run track for the second time for a second claim to be around the same good job I m not an urgent need for the money l paid the vets bill on the 24 11 23 still no pay out

This is a follow on from my original review as Jemma from Purely Pets posted a reply indicating that additional information was requested from me to review my experience This rating is given as no such request has been received or as I believe made My original review along with others about Purely Pets was about ridiculously high premium increase despite no claim history If Jemma and Purely Pets wish to discuss this then it would be sensible to actually reach out for information to do so

Refused to pay Death benefit saying because our dog barked at the vet it was an aggressive dog which was completely untrue as our dog was in great pain and discomfort and had to be put to sleep due to kidney failure and was not even 3 years old our dog was incredibly loving to every friend guest or people in the street never hurt a person or another animal ever no complaints to local authorities or police yet they deemed her aggressive because the vet used a muzzle and she barked from stress and discomfort My dog was loyal and loving and what this company has said has caused us an untold amount of distress even the vet wrote a letter to them and for the ombudsman saying our dog and most other dogs are muzzled and bark at them and this does not mean they are aggressive but just afraid we have forwarded this case to the ombudsman to be dealt with Tried to palm us off with a return of our premiums that we paid It s not about the money for us it s the disgusting slander remarks about or loving pet They just don t want to pay up simple as that

Disgraceful to deal with Will delay and onstruct a claim all they can Poor communication they keep asking for more details not relevant hoping you give up Never again no matter what price

I would definitely NOT RECOMMEND this pet insurance Made a claim thinking I pay good amount each month for this service only to be VERY DISAPPOINTED My dog had to undergo 1 surgery and had 2 separate things done which cost in the region of 460 that then led them to charge the excess of 160 for EACH item removed as they were different lumps Therefore the vet only got a payment of 69 So the moral of that is DONT PAY PET INSURANCE save it and pay yourself instead of making these companies money

Good service until you need to claim Waited weeks and weeks for them to process a claim It finally got sorted as a priority when I complained However down to an error on their part the money went to the vet rather than me The options presented were not helpful - one was to ask the vet to refund me which they would not do The other was that they would have to reclaim the money and them would issue payment to me which would take weeks Why I should have to wait for this process to complete is beyond me when they have admitted its their fault Another complaint was raised to which I was told the team have 5 days to even acknowledge the complaint then 5-8 weeks to review it they must have a huge backlog on complaints This is such a poor response I appreciate that the money being sent to the vet was a genuine mistake and these things happen but making me wait weeks on end while they reclaim it is just not on Whilst the people I spoke to were helpful they could simply not do anything to resolve it other than raise tickets for the other teams to look at Eventually Donna in the CS team sorted this out for me but I had to call them several times to get to this point

Policy wording changed half way through cover I stupidly didn t download the original terminology as everything was available online Company would not send previous wording when requested This made a claim that was originally payable when I read the T C s unpayable when the months long processing time was complete Emailed to cancel renewal as what s the point in having cover with a company that will change the rules to benefit them mid contract Informed cannot cancel renewal until received invitation to renew told them to cancel the policy immediately in that case renewal is only a few weeks away waiting to see what issues they conjure up now

As other have mentioned it s very easy to set up a policy with Purely Pets I had no issues in my first year or in my renewal process However their online systems are badly flawed I submitted a claim in February and since then could not retrieve any of the online documents from the portal and neither could I receive any of the stored emails related to the claim I did not receive the emails either and spent considerable time checking junk Mail folders to ensure this Like others I received lots of texts telling me my claim was being dealt with but it has taken from 7th February until now 8th April to receive reimbursement I then found out that in addition to the 160 excess I d agreed to pay PP took an additional 20 fee on top of this leaving me with a lot less than I d paid our vet This required several telephone calls to find out what was going on Including the usual lengthy delays in telephone queues The staff were all extremely helpful however the company has been a nightmare to do business with I ve cancelled my policy with immediate effect Use them at your peril

Yes Purely Pets are easy to deal with when you take out the policy Yes the policy is a reasonable price with good cover But don t even think about trying to claim I lost my dog on 9th January 2024 and submitted a claim for very modest vet fees on 16th January Despite chasing Purely Pets on several occasions all I get in response is due to an unforeseen influx of claims we are unable to process these in our previous guidelines Three months it has taken so far and the company are now blaming my vets for the latest delay All the more galling for the deeply insincere condolence emails they have sent me and my family at this difficult time

Been with you for years now never claimed so this year you put my monthly payments up by 23 quid because my dog is older Purely Rip Off I d call it will be letting all my dog groups know and be ringing you tomorrow as can get better insurance for 450 quid less so much for loyalty