Once the claim had been put through it is dealt with quite quickly our vets practice organise it. The only thing I don't agree with is the large jump in premium each year it virtually doubles each ti... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Good company for insurance and had no problem processing a claim for our poorly dog, and very easy to cancel a policy with no fees when we sadly lost one of dogs due to old age. The only problem with... See more
Company replied
Have had to make a couple of claims and they are easy to fill out claim forms and received payment quickly with no issues. Price of plan is good and have been with purely pets a while but obviousl... See more
Company replied
Easy to renew policy. Only disappointing thing was the high increase in price of policy bearing in mind I have not made a claim since having my dog insured with them for the past 5 years. Did send an... See more
Company replied
Company details
About Purely Pets Insurance
Written by the company
Protect your furry friend's well-being with Purely Pets, pet insurance specialists
At Purely Pets, we’re pet insurance specialists dedicated to helping you protect your furry family members. We provide comprehensive pet health insurance for cats and dogs, giving you confidence that your pet will receive the best care when it matters most.
Why Pet Insurance Matters
Pet insurance can provide protection against unexpected veterinary expenses for your furry friend. It helps cover the cost of vet bills: including accidents, illnesses, and injuries, so your pet gets the care they need without breaking the bank.
Expert Vet Care with Joii
We’re excited to have teamed up with Joii to offer you stress-free expert vet care, whenever you need it. Joii puts expert vet care in the palm of your hand with 24/7, 365 days a year access at your fingertips, in the comfort of your own home. Empowering you to access advice and treatment with qualified vets whenever you need them.
Why choose Purely Pets?
- ✅ 15 levels of lifetime cover – tailored to suit your pet and your budget
- ✅ Up to £15,000 lifetime cover
- ✅ No upper age limit – because every pet deserves protection
- ✅ 24/7 video calls with a vet – expert advice anytime, anywhere
- ✅ Manage claims online – quick, easy, stress-free
- ✅ Interest-free Direct Debit
- ✅ We can pay vets direct – so you can focus on your pet, not the paperwork
The Purely Pets Promise
Your pet’s health and happiness are at the heart of everything we do. From unexpected accidents to illnesses, we’re here to help you provide the care they deserve, so they can get back to wagging tails, sofa snuggles, and all the mischief that makes them special.
How to switch to paperless:
1. Log in to your portal using your usual details. 2. Go to ‘Document Preferences’ in your account settings. 3. Select ‘Digital Only’ and confirm your choice. 4. You’re done! Your next documents will be available online
Contact info
Lakeside North Harbour, 2nd Floor 5000, Western Road, PO6 3EN, Portsmouth, United Kingdom
- 0330 102 5748
- customerqueries@purelypetsinsurance.co.uk
- www.purelypetsinsurance.co.uk
3.9
Great
19K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Purely Pets Insurance
We're delighted to hear that you found the online process straightforward and that you were pleased with the pricing. Thank you for your positive feedback.
Kind regards
Jemma
The Purely Pets Team 🐾
Renewal price ripoff!
In all the years we’ve had George we’ve never claimed and as he gets older we expect the premium to rise but you’ve just put it up from £60 odd to £94 a month. You can’t justify that but you know we can’t go elsewhere at his age-we have no choice but to pay it. Loyalty is just non-existent! If we could give less than one star,we would!
A disappointed Jill & Dave Herdman
29 July 2026
Reply from Purely Pets Insurance
Good afternoon
Thank you for taking the time to leave a review. I’m sorry to hear that you are unhappy with the service you have received. We have arranged for an agent to contact you.
Thank you,
Jemma
The Purely Pets Team
Brilliant service no quibble over claim.
29 July 2026
Reply from Purely Pets Insurance
We are so pleased to hear that you had such a positive experience with our service and that your claim was handled without any issues. We appreciate your kind feedback.
Good understanding of what I wanted and a good policy for a reasonable price
Very helpful on the phone and I felt they understood everything I wanted to know. Good policy for a reasonable price.
29 July 2026
Reply from Purely Pets Insurance
We're so pleased to hear that our team was helpful on the phone and that you felt understood. It's wonderful that you found a good policy at a reasonable price! Thank you for your positive feedback.
No response to multiple emails
This is my second year with this company and my pet has developed a lifetime illness. In the first year claims were paid without issue. Following policy renewal I have sent two emails over a three week period asking for some policy information. No reply! Today I have spent 25 minutes in a queue to speak to an agent and hung up in the end. I have given them until 4pm tomorrow to respond or I go to the FCA.
This is shameful service and there is no excuse.
It is now 1900 and I have still not received a response.
Am very disappointed.
My advice - avoid this company!
29 July 2026
Unprompted review
Reply from Purely Pets Insurance
Good afternoon
Thank you for taking the time to leave a review. I’m sorry to hear that you are unhappy with the service you have received. We have arranged for an agent to contact you.
Thank you,
Jemma
The Purely Pets Team
Reply from Purely Pets Insurance
We're delighted to hear that you found our pricing to be good and the process of getting quotes easy to use. Thank you for your feedback!
Great insurance company happy to pay…
Great insurance company happy to pay out if you need to claim no quibbling. Premiums didn’t go up by to much after a claim either. Happy customer thank you
21 July 2026
Reply from Purely Pets Insurance
We're so pleased to hear you're a happy customer and that your claim experience was positive and straightforward. We appreciate your feedback regarding the premiums after a claim.
Not had to claim yet ( thank goodness)…
Not had to claim yet ( thank goodness) but do fat ok
29 July 2026
Reply from Purely Pets Insurance
Good morning
Thank you for the positive review!
Kind regards
Jemma
The Purely Pets Team 🐾
Web site from the 90s
Website is the worst thing I’ve ever used, a build your own site tool would be better, an app would be nice but no that’s too difficult, they will try and price gouge on renewal, mine went up from 45 to 55 with no claims or conditions when I could cancel and get the same cover from them for 35 a month via compare after checking. Avoid these guys I would say I won’t renew with them out of principle with that dirty trick.
Update called again to give them another chance to match what I could get if I cancel & renew with them & got through to an over seas call centre, lady didn’t care, didn’t want to even try and match the online rate, made excuses for what I could understand so I just cancelled the policy, if you can’t match new customer deals how about I just don’t give you any business, stellar business model guys; good job, you loose more stars for that one.
I could have cancelled and renewed but why would I do that.
28 July 2026
Unprompted review
Reply from Purely Pets Insurance
Good morning
Thank you for taking the time to leave a review.
I’m sorry to hear that you are unhappy with the service you have received. We strive to provide excellent customer service in a timely manner and I truly apologise for the frustration this has caused.
We have requested more information from you to enable us to investigate and resolve your concerns as soon as possible.
Thank you,
Jemma
The Purely Pets Team
Very badly handled claim
Very badly handled claim, poor communication. Months have passed and still no further on. Would suggest to avoid this company.
28 July 2026
Unprompted review
Reply from Purely Pets Insurance
Good morning
Thank you for taking the time to leave a review.
I’m sorry to hear that you are unhappy with the service you have received. We strive to provide excellent customer service in a timely manner and I truly apologise for the frustration this has caused.
We have requested more information from you to enable us to investigate and resolve your concerns as soon as possible.
Thank you,
Jemma
The Purely Pets Team
Doubled my yearly premium overnight…
Doubled my yearly premium overnight after making a very small claim for an emergency vet while I was out of the country on holiday that their policy did not cover me for.
19 July 2026
Reply from Purely Pets Insurance
Good morning
Thank you for taking the time to leave a review. I’m sorry to hear that you are unhappy with the service you have received. We have arranged for an agent to contact you.
Thank you,
Jemma
The Purely Pets Team
All went well
All went well. Have not had to contact Purely Pets yet as my golden doodles has only been to vets for her annual vaccinations She is 4 years old
20 July 2026
Reply from Purely Pets Insurance
We're happy to hear that everything is going well with your golden doodle's annual vaccinations! We appreciate you sharing your experience.
Kind regards
Jemma
The Purely Pets Team 🐾
Reply from Purely Pets Insurance
We're so happy to hear your dog is enjoying the cover and that you found our pricing affordable. Thank you for your wonderful feedback!
Kind regards
Jemma
The Purely Pets Team 🐾
Purely pets was dealt with by the vets
Purely pets was dealt with by the vets.
I got contacted once by them to clarify some information.
There was no issue of covering the claims.
When I contacted Purely Pets to tell them my pet had passed away, the call handler dealt with phone call in a sensitive way whilst giving me the information I needed.
20 July 2026
Reply from Purely Pets Insurance
We are truly grateful for your kind words and positive feedback regarding your experience with us. We understand how difficult it is to lose a beloved pet, and we are glad our team handled your call with the sensitivity and care you needed during such a challenging time. We always aim to provide clear information and support.
Kind regards
Jemma
The Purely Pets Team 🐾
Bill was settled with no trouble via…
Bill was settled with no trouble via the vets and yourselves
20 July 2026
Reply from Purely Pets Insurance
We're so pleased to hear that everything was settled smoothly with the vets and our team. Thank you for sharing your positive experience!
Kind regards
Jemma
The Purely Pets Team 🐾
Reply from Purely Pets Insurance
Good morning
Thank you for taking the time to leave a fantastic review!
Kind regards
Jemma
The Purely Pets Team 🐾
Price gone up a lot and nothing we can…
Price gone up a lot and nothing we can do as wanted lifetime cover which means we have to stay, not happy
20 July 2026
Reply from Purely Pets Insurance
Good morning Thank you for taking the time to leave a review. I’m sorry to hear that you are unhappy with the service you have received. We have arranged for an agent to contact you. Thank you, Jemma The Purely Pets Team
My policy has increased unimaginable…
My policy has increased unimaginable over the last couple of years.
27 July 2026
Reply from Purely Pets Insurance
Good morning Thank you for taking the time to leave a review. I’m sorry to hear that you are unhappy with the service you have received. We have arranged for an agent to contact you. Thank you, Jemma The Purely Pets Team
Reply from Purely Pets Insurance
We're glad our website was easy to navigate. We appreciate your feedback!
Kind regards
Jemma
The Purely Pets Team 🐾
Reply from Purely Pets Insurance
Good morning
Thank you for taking the time to leave a fantastic review!
Kind regards
Jemma
The Purely Pets Team 🐾
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.