“Claimed £40 odd pounds and took weeks to settle the claim. In fact they took more in premiums during that period. Finally settled the claim and then I immediately cancelled the policy. Then they had the audacity to reckon I owed a further £32 odd premiums and kept on sending threatening emails for this amount.
Buyer be aware.”
“If I could give one star I would.
Dog had cruciate ligament needing urgent surgery - paid nearly £4,000 vets fees and although contract states I'm only covered for this condition up to £2,000 I've submitted a claim, 50% is better than nothing.
They've sat on this claim for 6 weeks - sending e-mails and phone calls made no difference. Seems like they're so quick to take your monthly payments but rubbish at dealing with claims.”
“Extremely misleading. Make sure you check your contract. Insure your pet with a better company.
As you'll read in all the reviews, they go out of their way to not pay out on your policy.
They do not cover dental until after 12 months. Which I can only assume (as they offer no explanation) that you have to renew a policy with them as they only last 12 months?
I had to wait over a month for this decision.
Terrible communication. Very disappointed with the outcome given the time it took.”
“AVOID!
took out insurance in January... sadly my dog slipped on black ice in February resulting in a temporary limp on 1 leg (few hours)... every vet tells u that if the dog is fine after a few hours not to worry about it..She was fine then in April she had a limp on 1 leg (same leg as feb) resulting in me taken her to the vets as she wouldn't weight bare on it at all! While there vet noticed she was more on her tip toes on both hind legs resulting in her getting xrays! Showing there was and issue with both legs.... the insurance is saying she had a preexisting condition prior to the insurance being taken out this is false just to get out of paying out for my dogs surgery... months this has taken! Absolutely joke of a company and now I can't be insured for her!
They also tried to claim I had her registered at a vets I hadn't heard of... turns out they got intouch with every vet in my area and cause this vets had a dog with the same names as mine the assumed it was mine without confirming address!
Their poor communication can't even type out an email properly!
AVOID unless you like to throw money down the drain!”
“We had to have our 4 year old dog pts 6 weeks ago. She suddenly deteriorated and we found out she had a large renal mass. In all we paid out 2k whilst the vets put the claim in. They told me they were taking 4 weeks to settle claims. At week 5 they emailed to say they needed more information from the vet and if we didn't provide the information within 30 days they would cancel the claim !
My husband rang them, livid, they apparently were challenging why the vet had given a drug twice. The vet answered that same day. They then settled one of 4 separate elements to the claim,despite them all being linked in their system. Again my husband rang and today to ask why on earth were they not processing all together as it was the same illness over the space of 10 days and our dog is dead. They then said they would look to get it sorted by 28 November. Needless to say we weren't happy and after speaking to a supervisor the call handler said they would get it sorted this week.
We've had an email today to say they are settling the claim but it could take up to 7 days for the payment to reach us.
Shocking communication,, happy to delay with no reason given, considering a sudden new and terminal condition. Glad they've paid up, but awful to deal with when you've just lost your pet unexpectedly.
We are thinking about a new puppy but one thing is for sure we won't be using Purely Pets again.”
“It should be no stars , tried ringing 20+ times since renewal quote came through £200 a year more , sent 2 e-mails no response , i've cancelled my direct debit and amazingly they've been in touch by e-mail , too late i've gone with someone else,
STAY CLEAR a bunch of crooks only after your money don't believe trustpilot reviews !!!”
“Ideally would give this company no stars. My dog has been insured with this company 3 years. Developed an ongoing condition sent claims in took 2 months of continuous phone calls and emails and received an email saying both claims had been declined. Rang them to find out why. They picked up on something I took him to vets for once in 2019 and said I didn’t declare the ongoing issue when taking out the policy.. pay a bit more and go better.”
“Begrudge giving this awful company 1 star! Had my 2 dogs insured with them for 3 years and recently had to make a (first) claim for one of them. They say they aim to process claims within 4 weeks. Over 6 weeks - heard nothing. After constant phone calls, eventually got through their system to talk to someone who put my claim on 'prority'. Another 2 weeks of chasing as my renewal was due for both our dogs, I finally was told my claim was refused as a 'possible allergy' was mentioned in a vets report 3 years ago - on day 12 of our policy. Possible 'Pre existing condition' - claim refused. As soon as they received the claim (with all supporting paperwork and vets report) the online claims tracker stated that the claim was 'in assessment'. They then spent 8 weeks making excuses and wasting mine and my vets time knowing from the start they were going to refuse the claim. Spend your money elsewhere and avoid this 'Ben Turpin' outfit.”
“Awful company. DO NOT take out a policy. My dog has been with them for 3 years and has never claimed. I have put in a claim this year which has taken 3 months to process and has been declined due a being a pre-existing condition…the dog has been insured with them prior to the date they gave and the condition did not happen when they claim it did! This dog has never had a claim in his entire 9 years of life!! Very quick to take your money but will not pay out! AVOID!”
“actually hurts The whole company are a complete shambles
They issue Various promises and e mails which put you into nothing but promise land,
We feel that we have been conned after being told our claim is now unsuccessful after we have paid ourselves for our Dogs operation ,
Prior to being told we would be covered by one of there telephone advisors
Please please be warned you are dealing with a heartless ruthless money making machine, who will go to extreme lengths to not paying your claim !!
Date of experience: 13 September 2023”
“Whatever you do please look elsewhere for pet insurance - they don't pay out even if you have paid 13 years of premiums for lifetimes policies they just reject on basis its a pre existing condition. AVOID AT ALL COSTS.”
“I would not give 1star, but you have to as I want to advise on this Company.
My little dog was PTS in June 2023.
She neurological problems and steadily became worse.
She was on meds and pain meds.
The vets filled out form and sent it direct June 28th.
U have chased this up and was advised taking 6 weeks to sort out? honestly isn't that a long time?
Aug 22nd 8 weeks now,nothing no reply to emails, I was advised I would recieve a call bk today.
Nothing ,disgraceful service .
Iv filled out there customers complaint form now.
8 weeks is terrible I paid vet up front.”
“Would ideally like to give zero stars. About to cancel my direct debit. When you do claim they write back and disregard all the tests and treatment the vet gave as unnecessary and therefore refuse to pay out. Who are we to question the treatment from the vet.
Appalling customer service. Slow to respond to emails.
Regret cancelling with Pet Plan for a cheaper alternative. Cheaper should not mean a poor service.
They should be investigated by the insurance ombudsman. They are taking money from customers and refusing to settle honest claims.”
“Stay clear of this Pet Insurance company, do your research first, I only looked at Trustpilot which rated them 4.5 so I thought they must be good, however since my bad experience I've looked at them again and if you read the reviews the only reviews on there are from people saying how easy it was to set up the insurance, not any on claiming. I've paid nearly £40 per month for years, I tried to claim for my dogs ear infection which turned out to be cancer of the ear canal, she had many visits to the vets with the bill being nearly £600, when we tried to claim, because the 1st visit was just before it was renewed, the bill was only for £45, they took £160 excess off that bill which they carried over to the next bill so they carried over £115 and took it off the remainder, plus they said the many visits for ear infection was different from the removal of the tumor, they classed it as two separate claims 3 in total so they took off 2 x £160 plus £115 access from the previous, in total we received just over £100 from a total bill of nearly £600, and it took them months to deal with it, their loss as we will be cancelling our insurance which equates to approx £500 per year, which is more than they should have paid us. This should not be allowed to happen, who is monitoring these bad companies”
“Quick enough to take the monthly payment but still waiting after 10 weeks for a claim to be sorted. Rang numerous times, promised call backs but nothing. Shower of s**t”
“Would stay clear,
POOR SERVICE
VERY SLOW dosnt matter when you call it will always say they are experiencing large call volumes.
LIVE UP TO THE ANYTHING NOT TO PAY NARRATIVE OF INSURANCE.
It
Details below you decide :-
Put in a clam in back at the start of May for treatments payed for regarding a servier ear infection totaling around £700 After being told it will take upto 4 weeks to prosses, it has in fact taken mour than 8 and after several chaise up calls It has now been declined due to being an "existing condition"
Personal I think this is a very loose use of the word condition as they are referring to a 1 week course of antibiotics back in 2019 (4 years ago)
Personal that is not an ongoing condition
But I let you decide”
“We lost our dog at 13 years, have paid the insurance each month to Purely Pets reaching over £100 in the later years. Have fortunately never had to claim until the very end, some investigative tests before he had to be put to sleep. When cancelling the policy we were told that we would also be due for a refund and both payments would be processed within 20 working days. Weeks passed and when we realised we had not received the funds we tried to chase only to be told that there were delays due to Purely Pets having to process a lot of claims at that time. I was told I couldn't speak with anyone more senior and there was no more I could do to get an answer, I would simply have to wait. Do not insure beloved pets with this company, they only make an upsetting time worse.”
“I have claimed for my dog that needed an mri scan which confirmed she has a brain tumour they have messed me about for months and now say they have asked my vet to clarify one point on the bill and have informed me that if the vet doesn't respond they will cancel the whole claim”
