Purely Pets Insurance Reviews 

Been with purely pets for over 5 years, always helpful and responsive with any queries or claims.

Always trying to get out of paying by any means possible and always take ages to process a payout. Would not use again or recommend.

Used this company before. Quick settlement when previous pet ill and sadly died. Did not mess me about at a difficult time
Therefore have no hesitation to use them again to look after my present little pal. Would recommend to others. 5*

Great cover at a good price and a few benefits ( a free consultation if needed) too , easy to set up 👍🏼

Our German Shepherd had an accident and damaged her claw. Initially the vet cut the nail, but then realized that she had done more damage, so had to remove more than they thought. We claimed for the surgery and vets bills and were paid out within a couple of weeks. She then got an infection in the wound, and had to have the toe removed. After she got the all clear from the vet, we made another claim to Purely Pets. and again were paid out within a few weeks.
I have now just had my annual renewal through, and my premium has increased by £750.
They are playing on the fact that people will pay anything for their pets.

Jacked up the premium from £130 to £250 per MONTH for pet insurance. Made one claim in the year which was very slow and problematic to process. Have now cancelled, unsurprisingly, and won’t be going anywhere near them again . Good riddance. They’re part of INSURANCE FACTORY LIMITED , and they make you feel like you’re a commodity on their gravy train.

Decided to cancel my Chihuahuas insurance as it has nearly doubled and it will be going up in April, going to put the premiums away instead,anyway cancelled direct debit thinking this would be the end of it but no they phoned me saying I owed 31 pounds and change, which I don't understand because a whole months cover is 60 pounds, no doubt they will say its in the small print so yes they have manged to rinse me of another 32 pounds never made a claim in four years the money they have had over the four years not happy at all!! Would not trust this company!!!

"Lifetime cover" sounds like a guarantee of security, but my experience with Purely Pets revealed the harsh reality behind the marketing.

After years of paying premiums faithfully for my dog, my renewal quote spiked by a staggering 91% to over £5,000 a year—right at the stage of life when a senior dog needs stability the most. At the time of the renewal quote of £5009 for next year we had only claimed £1,260 against last year's premium of £2615. When you challenge these astronomical increases, you are met with standard corporate boilerplate stating that insurers are legally entitled to re-price risk however they choose.

It effectively creates a pricing trap: they technically keep your policy "open" under lifetime terms, but they price it so high that you are forced out. It flies in the face of what pet owners think lifetime cover actually means.

If you are considering Purely Pets, be very clear-eyed about how renewal pricing scales as your pet ages. You may well find yourself forced to cancel and self-insure anyway.

Absolutely despicable experience with Purely Pets Insurance, i have used this company for many years, with my past dog and my new dog. I am fully aware of how pet insurance works, that premiums increase, that as your pet ages you will have to pay a contribution.
However, i adopted my dog from a rescue in October 2022 aged 15 months, he has been insured with Purely Pets since this time , during the past 4 years he has recently suffered ONE ear infection, I received my quote for the upcoming year, Purely Pets feel that at the grand old age of 5 1/2 years old, and having suffered from ONE ear infection resulting in one claim in four years, that my premium should increase from £50 per month to £96 per month. I questioned this and was assured this is correct, my dog is considered elderly at the age of 5 years 6 months, AND, he has put one insurance claim in during the 4 years so he is obviously High Risk, the lady offered to put me through to retentions, where she assured me that they would definitely be able to offer me a policy cheaper, but they would not offer the current policy cheaper , his current policy is £96 ( remember, last year it was £50). I declined to give up the policy and benefits they had happily sold me 4 years ago, to stay with their company, paying a more reasonable amount, for a policy that was not comparable. I informed them i would prefer to choose a different company because their conduct is not something i wished to encounter again, i went to a comparison website, and found most quotes to be in the region of £25-35, and Yes , Purely Pets was amongst these, they too were competing for business with everyone else, i could save £60 per month by becoming a ‘new customer’ . I also received an email saying they were sorry i was unhappy with the huge hike in fees, they looked at the transcript of the call and decided that increasing fees to £96 per months is fair and reasonable, and if i am unhappy i can go to the Financial Ombudsman, well no thank you Purely Pets, i will not waste my time going through the FCA, i shall spend the time more wisely, by sharing my experience widely on every platform i am able, and when you shop on comparison websites you will find insurers who do not consider dogs ‘elderly’ until age 8, at a fraction of the cost of £96 ! I can honestly say that in the rare claims i have had to submit for my animals, , that i have only been repaid a fraction of the money i paid in Insurance, we take out insurance to make sure our pets are safe, but ultimately we are just viewed as a ‘ cash cow’ by the shareholders receiving huge bonuses at our expense.

Just filth really.
They must have spent more money generating spurious queries than they would have paying the actual claim.
After the second or third query to a vet who wasnt even involved in the matter and who we had stopped doing business with so they wouldnt send the evidence, we sort of gave up. This took weeks.

Basically save your money. You will never get a penny from these idiots.

Great price and service. Sadly, needed to claim and can only say what great communication, no quibble and very prompt payments paid directly to vets. Sooo impressed.

I pay £23 a month for a lifetime policy with Purely Pets, trusting they would cover my dog in a crisis. Two weeks ago, he had a life-threatening emergency out-of-hours. The total bill came to around £500. I expected to pay only my excess and get roughly the rest back to help cover the costs. Instead, Purely Pets hit me with shocking deductions. They wiped out a huge amount for an out-of-hours surcharge penalty. By paying out a pathetic £83, their calculation effectively double-deducts penalties from the policyholder's remaining insured balance. I have used other pet insurance companies for years and have never experienced such disgraceful penalties, rigid caps, or unfair calculations during a genuine emergency. They do not care about supporting pet owners when it matters most. As soon as I am able to, I am cancelling my policy and moving elsewhere. I strongly advise everyone to avoid Purely Pets. Would give 0 stars if I could.

Asked and asked and asked for paper documents - still not received. Customer service is like talking to a brick wall - so don’t know what it would be like if a pet were ill.
& then they reply ( below ) saying an Agent will contact me - which DOES NOT HAPPEN!!!

Avoid!

No option to select a cross breed so the policy went through as a golden retriever. I only realised this upon checking the documentation.

Rang through and after talking to a bot the line disconnected.

I then talked to an agent called Liv who couldn’t advise what the change in price would be as a result of updating the breed to golden doodle. Neither could they advise whether they would be any midterm adjustment charge for making the change. Perfect example of poor customer service. I tried to escalate the call but was advised not possible so cancelled the policy.

If you have a cross breed, avoid!

Quick and Easy

We have just taken out a policy for our new puppy and had no hesitation in using Purely Pets. We have a Scottish Terrier who has had a few health issues (blood disorder, diabetes and a cataract operation) and the help we have received from Purely Pets has been second to none. The response to claims we have had to submit has been superb. Also when we suddenly lost our 11 year old cockapoo they took care of everything in a very caring manner. We can't thank them enough.

Absolutely deserving of 5 stars
From the moment you speak to an advisor ! Our claim dealt with promptly and efficient settled within days .

I’m not sure what to write here. I haven’t claimed my pet insurance so not sure what I have to review

Had to Fone with a question and was helped by your employee