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
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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
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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
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Company details
- #221 of 227 best companies in Insurance agency
- #30 of 31 best companies in Pet Insurance Company
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
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Never recommend Purely Pets
The price increase to loyal customers year on year is becoming more obscene and more offensive. You know how affection of your pet overpowers all costs and they use this to hold customers to ransom with massive price increases every year. To add insult to injury, Purely opened a complaint on my behalf without me asking them to, and then I received a condescending, patronising, degrading and insulting response treating me like a four year old child with their explanation. I’m tied to them because of my dog’s lifetime policy but they are shameful and immoral in their treatment & attitude to customers. I’m utterly disgusted with them. My policy has more than doubled in the last two renewals. So next year will be horrific.
1 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
Poor
Poor. Did not cover my pet properly when this was needed. Would not recommend Purely Pets Insurance to anyone else. In fact, the worse Pet Insurance company I have been with.
31 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
Reply from Purely Pets Insurance
We're so glad to hear that our product meets your needs and covers all the important aspects you were looking for. Thank you for your positive feedback!
Kind regards
Jemma
The Purely Pets Team 🐾
Very easy to work out the different…
Very easy to work out the different policies available.
1 August 2026
Reply from Purely Pets Insurance
We're happy to hear that our policy options were easy to understand. We appreciate your kind words!
Kind regards
Jemma
The Purely Pets Team 🐾
Brilliant customer service
Purely Pets have been brilliant. They were incredibly sensitive and helpful when our 18 month old dog died suddenly. They handled everything directly with the vets for us. The claim was dealt with swiftly and with no issues.
Whenever I have called them they were quick to answer and deal with my query.
The policies are incredibly reasonable considering the amount of cover provided.
20 March 2026
Reply from Purely Pets Insurance
We are truly grateful for your kind words and for taking the time to share your experience with us. We understand this was a very difficult time, and we are deeply saddened to hear about the loss of your beloved dog. We are glad we could provide support and handle the claim efficiently, directly with your vets. It means a lot to us that our team was able to assist you with sensitivity and promptness whenever you reached out. We are also pleased that you find our policies to be reasonable given the comprehensive cover we offer. Your feedback is incredibly valuable to us.
Kind regards
Jemma
The Purely Pets Team 🐾
I’ve already got two of my setters…
I’ve already got two of my setters insured with Purely Pets and find them very helpful, prompt with dealing with claims and a good insurance company
31 July 2026
Reply from Purely Pets Insurance
We're so pleased to hear that you find our service helpful and that we've been prompt in dealing with your claims for your setters. Thank you for your kind words!
Kind regards
Jemma
The Purely Pets Team 🐾
I have already left a review
I have already left a review on how they performed - not well. In fact I have 2 dogs so I have 2 totally different policies and this is probably about the 2nd policy taken out at exactly the same time on the same quote. Had I realised I would have gone elsewhere!
24 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
I found the service very good
I found the service very good, all my question were answered ,and my claim was dealt with quickly
30 July 2026
Reply from Purely Pets Insurance
We are so pleased to hear that you found our service very good and that all your questions were answered. It's wonderful to know your claim was handled quickly.
Kind regards
Jemma
The Purely Pets Team 🐾
I had been with Purely Pets for about 5…
I had been with Purely Pets for about 5 years and the amount went up considerably every year. When it came to putting in a claim I put it all down as one claim as my dog had one operation, 2 things done during the same operation. 2 days later had to take her to emergency vets twice during the weekend due to complications of the operation and had to put her to sleep due to her being very unwell. She wasn't going to get better. Purely Pets put these claims through as 4 separate claims. I was charged the excess for each one plus as extra 20% excess on each one. I lost quite a lot of money. I was extremely upset about the loss of my dog and had to argue this point with them. I was put through to the complaints team who basically said I dont stand a chance of getting the money back I lost, read the policy thoroughly. I suggest if you are with this company, read your policies carefully and if youre not with them, dont bother. My vets would not deal with the directly like they do with most insurance companies as they took too long to pay out the money to them.
10 May 2026
Unprompted review
Reply from Purely Pets Insurance
Good morning
Thank you for taking the time to leave a review. I am sorry to hear of your loss.
I’m sorry to hear that you are unhappy with the service you have received.
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
Great service received after claiming numerous times.
We've been with purely pets for a few years now. We've been nothing but satisfied. We've claimed a few times as our cat has arthritis. The premium doubled, which was to be expected and I happily paid it as the claims process is so easy. My vet just sends it off and we get a refund after the claims been reviewed, normally around 1-2 months. Our cat also had to go in for an emergency kidney treatment, the bill was £2k. Again Purely pets paid around 75% of that. Really can't complain.
8 March 2026
Reply from Purely Pets Insurance
We are truly grateful for your continued trust in our services over the past few years. It's wonderful to hear that we have met your expectations, especially with the claims process for your cat's arthritis and emergency kidney treatment. We understand the importance of a smooth and supportive experience during challenging times for your beloved pet, and we are pleased we could provide that. We appreciate you sharing your positive experience with us.
Kind regards
Jemma
The Purely Pets Team 🐾
Such an easy process at very stressful…
Such an easy process at very stressful times…. Fantastic
30 July 2026
Reply from Purely Pets Insurance
We're so glad we could make a stressful time a bit easier for you. Your positive feedback is truly appreciated.
Kind regards
Jemma
The Purely Pets Team 🐾
33% price increase despite never having…
33% price increase despite never having had a claim
23 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
High increase
Never had to make a claim. Been with the company for years Never in all this time have we been given a discount for no claims. Increased greatly this year but due to illness had to let it run see what happens next year
30 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
Good morning
Thank you for the positive review!
Kind regards
Jemma
The Purely Pets Team 🐾
Excellent customer support
Barney was super efficient in helping me to find the right policy for Bram.
30 July 2026
Reply from Purely Pets Insurance
We're so happy to hear our team efficiently helped you find the right policy. Thank you for your kind words!
Kind regards
Jemma
The Purely Pets Team 🐾
Helpful and friendly on the phone
30 July 2026
Reply from Purely Pets Insurance
We are so pleased to hear that our team was helpful and friendly when you called. Thank you for sharing your positive experience with us.
Kind regards
Jemma
The Purely Pets Team 🐾
Good insurance, high price rises
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 the insurance provider is the annual rising cost. first year of insurance cost £23 per month, after 3 years this had risen to £88 per month with no claims on that policy.
30 July 2026
Unprompted review
Reply from Purely Pets Insurance
We appreciate you sharing your experience with us, especially during such difficult times. We understand your concerns regarding the rising annual cost of your policy. We continuously review our pricing to ensure we can provide comprehensive coverage.
Kind regards
Jemma
The Purely Pets Team 🐾
good service all round
quick response times when answering phone,professional and understanding helping us to set up policy, good customer service and very competive pricing for the policy
30 July 2026
Reply from Purely Pets Insurance
We're delighted to hear that you experienced quick response times and found our team professional and understanding while setting up your policy. It's wonderful to know that our customer service and competitive pricing met your expectations. Thank you for your kind words!
Kind regards
Jemma
The Purely Pets Team 🐾
Spoke to a helpful human.
29 July 2026
Reply from Purely Pets Insurance
We're so glad our team could provide you with helpful assistance. We appreciate you sharing your positive experience with us!
Kind regards
Jemma
The Purely Pets Team 🐾
ANNUAL COST INCREASE
The monthly/annual premium has increased quite significantly, which is not good for consumers!
29 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
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