Purelypetsinsurance Reviews

Truly awful company My claim was submitted in December and despite them apparently closing all claims within 4 weeks 3 months on mine still isn t progressing They have requested more information from my vets 5 times Every time this relates to the diagnosis and cause of the condition However this has been told to them on my claim form is there on the medical records and has been told by my vets I am losing the will to live and have 2 complaints going with them currently I now have to move insurance companies because they ve been so dire meaning I have a preexisting condition to state to the new company I didn t even sign up to them I signed up to PDSA who unbeknown to me sold their policies to Purely Pets UPDATE the claim has been rejected because they don t cover this illness Took 3 months for them to work something out that could have been picked up on on day 1

Put a claim in in January Still not paid out They are quick to take your money every month but no help or communication throughout the process Will not be renewing with this terrible company

If I could leave 0 stars I would The company is fine at taking your premiums but don t try to make a claim They will avoid paying out on any technicality after several months after the claim form is filled in Do not mention anything to a vet as PP will use this as an excuse for not paying out Avoid this company at all costs- better to self insure

I made a pet insurance claim at the end of Jan 2024 They say they aim to respond within 4 weeks after 5 weeks I d heard nothing so I rang them After a lengthy wait on the phone I was told it would be next week Another week passed and nothing so I rang again Another long wait on the phone to be told again it would next week I finally received a reply over 7 weeks after the making claim The claim was rejected on the basis that they thought our dog s recent condition might be connected to a previous consultation we d had with the vet over 2 years earlier which was within the first 12 months of the policy Nothing to back their comments up or supporting evidence of any connection Needless to say I ve made a complaint and will be taking this to the Financial Ombudsman if I don t receive a satisfactory response

Can someone from Purely Pets please contact me regarding my renewal I have tried every avenue to try and speak with a member of the renewals team since 1st March and am yet to speak to anyone regarding my renewal quote which has now auto renewed and the money is being taken from my account I have sent 3 separate emails to the renewals email address called multiple times and have been on hold for a minimum of 18 mins not to have my call taken and sent multiple messages via instagram You give me absolutely no faith that if I need to claim on the insurance I pay hundreds of pounds a year for that my case would be resolved Your customer service needs a serious review

I put in my first claim for my cat who s currently experiencing seizures All information was submitted for claim 3516473 on 16th February It s now the 02nd of April and I ve heard nothing from Purely Pets regarding my claim other than automatic text messages weekly telling me Rest assured we are still working hard to assess your claim - This is a kick in the teeth when you re nothing but stressed waiting and relying on an insurance company that doesn t care I emailed to complain several weeks ago with no response My cat has had to go through a referral since the initial claim meaning I now have two claims lost in the abyss until Purely pets decide to respond and pay It s a stressful time when your furbabies are ill without the additional stress of chasing and waiting on insurance I look forward to a reply and a resolution to my open claims otherwise I will need to initiate reporting to the relative ombudsman another stress I d like to avoid

Similar to lots of other people on here Terrible service with claims taking months to process when it should be days or weeks Rarely reply in the timeframes given The people on the phone are very nice and easy to deal with but they are clearly hamstrung by terrible company management They re unable to give any advice about claims before you submit them so you re left in limbo with expensive vet bills for months They will also find any excuse to not pay a claim Go for a more reputable expensive provider because this is a cheap company with an even cheaper product

Purely Pets Insurance are quick to take your premiums yet shocking at actually processing a claim What a horrid service I feel sorry for the genuinely nice people who answer the phones and handle enquiries I submitted my claim on the 21st February Plenty of text messages to say it is being processed After 5 weeks of nothing more than text messages I telephoned to be told the claim had not yet been assessed The nice customer service person offered to put my claim onto a priority 5 day turnaround - thank you On the 6th day of no further correspondence or call I telephoned again Then advised the offer of a priority 5 day turn around had not been actioned - really frustrating I then made a formal complaint and request to speak to a supervisor - no supervisor available I did receive an email later that day requesting information of previous vets - which the organisation already has And what date I first noticed my dogs condition - also on the claim form You can only laugh at the Tale of Unfortunate Events There is always going to be that anomaly where a claim goes wrong However this is almost a mirror repeat of my previous claim with the company the year before Now also reading the trail of other unfortunate policy holders What a horrid experience all round Recorded messages state they are experiencing high than normal claims and it is taking longer than they normally would to process This is a ruse the same welcome message created me a year ago This on the back of premiums which have double in a year Well beyond frustration anger and bewilderment Just really really disappointed all round

Easy to sign up but I echo what others have said making a claim is a nightmare The amount of time it takes to resolve is absolutely ridiculous Stay clear Call centre has no information about claims They can not tell you if its being looked at where it sits in the queue or if any of the paperwork is OK or if they need anything else from you 35 days and counting Make sure you are aware they also mean working days so 2 months after the claim was made you might hear something Might be fine to wait for smaller claims but for higher bills this is not great Hire more staff if you have too many claims to deal with

Renewal increase for one of my 3 Dogs insured wit Purely Pets was 54 over the previous amount scandalous considering no claims made dog fit and healthy Email as advised but Purely Pets ignored this called waiting some 25 mins to get through to be told tough increase is what it as so cancel or continue Used to think Purely Pets were a good efficient and helpful service but clearly not now I am looking to move the 3 policies I have to alternate providers due to this experience I have had a response from Purely Pets stating that additional information has been requested but I have not received any such request