Purely Pets - www.purelypetsinsurance.co.uk

This is my third review on 3 separate review sites whilst being on hold to the company I am complaining about! From start to finish, the process has been a complete joke. After checking that my dogs condition was included in the policy because I couldn't understand the policy wording, I was informed that, yes, it is included. After 40 days of chasing them to find out when I am to get my claim settled, I have just recieved a short email to say that the condition is not covered! Phoned them to be told their systems have gone down. Really unhappy, they have been dishonest and incompetent. Avoid.

Let me tell you about this company.

I have had a year plus ongoing complaint so much so I'm first name terms with the Escalations team.

Anyway that aside. Monday morning 4am my beautiful dog takes a negative turn, I do what anyone would do which is call the vet, I rush to the out of hours vet which is half an hour away.

By 5am I'm crying and being informed that she has heart failure and her lungs are full of fluid. The choices are to try and pain relief and do as much as they can or euthanasia. Can't even say it without getting upset.

What I should have done is consult the small print of my policy because, I should have left her on oxygen and comatose for 43 days which is then 36 months. Because guess what these sneaky something-holes have inserted into there contract.

No cementation fees until your policy is 36 months.

Mine was 34 weeks and 2 weeks.

You're reading this going - well no big deal that's the policy. Yeah I get that.

That doesn't diminish the overall standard of fights I've had with Purely Pets and this is the topper. I mean come on, what kind of clause even is that?

In many ways it isn't even about the money £300 it is what it is. Its the rawness of feeling. See how you feel if you fall foul of being unfortunate of these.

Had policy since 2015, THEY cancelled it in 2019 when the bank failed to move my direct debit over, as soon as I realised (the same month it was cancelled) I called to pay and reinstated a direct debit. They told me they would have to start a new policy but nothing would change, now I have huge vets bills for my dogs skin condition, hundreds of pounds every month, I thought it was about time I made a claim (1st ever claim). As there was a note on the vets history from 2016 mentioning POSSIBLE dermatological issues, they have declined as a pre existing condition ! AVOID AT ALL COSTS, WILL WEASLE THEIR WAY OUT WHERE EVER THEY CAN

If there was a 0 they'd get it! diabolical to deal with, don't answer queries on the phone and never respond to email queries either. When we put in our first claim for arthritis which is ongoing, they took months to decide if they were going to pay out and then more weeks to pay up.

We have ongoing claims into them and put in our last one weeks ago, not even loaded omto the system yet so will take months to get paid. I dread to think if you needed major surgery claiming back thousands! they either wouldn't pay or take 6 months to pay.

Dreadful! do NOT go with them

Took a lifetime policy out.

To be told recently after my 9 year old dog died that she wasn't covered as she was nine.

So that's not lifetime then is it.

Also a brain tumour is not classed as an illness so basically have been paying a policy which doesn't exist.

After been told the same by the very bad customer services department that the clauses say all this and I should of read the terms & conditions better.

Absolutely dispicable.

Absolutely horrendous. I've had pet insurance for over 20 years and this company is simply the worst. They take an absolute age to p[process any claim and try their hardest to avoid paying out. Communication is non-existent and any emails sent to them go unanswered. One of my cats died back in December and still they haven't completed the claim. They're excellent at taking the money but when it comes to claiming the customer service is absolutely appalling. All my policies are getting transferred to an alternative provider

If I could rate them 0 I would. Worst company ever, can't tell me before I get my pet treated whether I can claim or not. Told them exactly what the problem is and the 2 lines of treatment. Their advice - get it done put the claim in we will then make a decision!!!!!! Ombudsman tomorrow. The silence was deafening when I asked it her pet was insured through purely pets!!!!! That speaks volumes. I will advice all my friends on a pet social media site not to touch you with a barge pole. No wonder the monthly fee is reasonable.

This company will do everything it can to avoid paying out. A complete waste of money and I had one if their more expensive policies. Next time I will pay a bit more with a more reputable company. I wish I'd done a bit more research before insuring with them. They do not deserve one star.

If you automatically renew(Which really means they take your money without your permission) They keep the direct debit already paid, cancel insurance from that day and demand more money for cancellation.) Send threatening letter. AVOID AVOID heavy handed contracts that prove they are in this for all the money they can get !! Purely Pets Agents

I have been with this company 3 years and the first claim I have put in because my dog as cardiomyopathy. So not only have I had the stress of a very poorly dog but trying to claim money off this joke of an insurance company that obviously don't mind taking your money but do not want to part with there's.I seriously would discourage anyone from taking cover with purely pets. I was even told to be quiet a listen by an employee. Not impressed at all they have lost documents or said they have not received faxes of my vets numerous times. So they say. I wish I had known what a absolute joke of a company they was before I had taken out insurance