Purely Pets Insurance Reviews 

My insurance doubled overnight, literally, presumably because I had made a claim, I thought that is what insurance was for. Because we need to include her last problem it is difficult to move to another insurer because of the cost. They are all the same, the costs are extortionate.

Very quick, easy to do very good price!

It would be great if you gave a discount for customers who renewal there policy with you

Nice and easy to navigate online and then called to ask for a paper copy of the insurance as I like to keep a copy in my personal file no trouble at all.

Didn't actually help me when I needed the help! Only keeping the insurance due to the age of my dog otherwise would go elsewhere!

Very pleased with the cover for our dog Mario , easy to claim .Great to deal with no issue to big.

I'm giving a 3 as I've luckily not had to claim so I can't comment on the whole process of a claim.

Great customer service .The lady was very nice who i spoke to

I made a claim for my dog and my premium doubles almost. What's the point of having insurance. We've had our insurance with them for 10 years. Wouldn't recommend at all

Costs for multi pet dont matter
Policies are expensive overall

It was the best for my dog. She is disabled being born with 3 legs

Honestly a very easy company to deal with extreamly help and easy app too amazing

Being previous customer, was made easy to get insurance by your proficient and professional service agent. Prices where admirable too

We were thankful that the insurance dealt with the vets directly when we recently had to claim for our dog when he broke his leg.
The person we spoke to was very helpful and sincere.
it took a level of stress out of an already very stressful situation.
We haven't had any problems with claiming, but we recently received our renewal quote and it has increased by just over 55%.
We would have preferred to stay with you Purely Pets again, but at £85 a month, we can sadly, no longer afford to do so.
I do understand that costs go up, but 55% is a huge increase, and if money was no object, we would be renewing with you.
We would like to thank you though for being there when needed.

I'm sorry I've tried to stay with you for several years, but now I've left. I sent you an email on 13th june, you never replied, apart from the acknowledgement. I sent a second email 3 weeks later, you never replied to that. I am also cross that you take the excess for an ongoing condition. You even took a smaller excess for the second claim of the year, even though you said it would just be once a year. I was not happy either with the hike in the premium 500% in 6 years seems excessive to me. The first claim Imade a few years ago you took 3 months to settle. And then only because I said I was going to the ombudsman. You did improve after that, but now your communication is poor again. So I'm not happy, that's why I've left.

So grateful that my vets were able to liaise directly to sort out the claim. It took away some of the stress in an already stressful situation. It was sorted very quickly and we were informed of progress at all stages.

Great customer service. Website easy to use.

Easy to navigate

Had no problems at all with them they paid up fully for any treatment my dog needed it did take awhile but overall am happy with them, peace of mind to know my girl is covered for any treatment she may need .

I don't think I have ever made a successful claim, each one has been rejected because of a loophole where "more information" is requested. It not stated anywhere how to find out what information is needed and the portal has never responded with the information despite multiple attempts. Before the portal even responds, the claim is cancelled because "information wasn't provided".

The only reason it gets any stars is because the policy is actually really good and the main pet hospital is able to navigate this oblique system and his hospital stays and tests have been covered. We have also used the nurse advice line for decisions on whether emergency visits were necessary that I was very impressed with.

We have a lifetime policy and that has been honoured for those conditions with the hospital. The premiums went up by 400% as soon as he was diagnosed however.

I would have given the insurance 10/10 if it didn't appear to me to be using a deliberate effort via the portal system to make claiming against the policy as the policyholder a literal impossibility.

I would note that all the other vetinary services we use have either refused to take the insurance because they can't navigate the system either, or have ended up charging me directly after agreeing.

I gave up trying after a couple of years and have had to pay it all out of pocket on top of the raised premiums.