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

Cheap premium but they increased it by over 50% as soon as our dog was 8 yrs old, i.e. the following year! Once we realised and tried to cancel they charged £30 for the cancellation. Try Tesco or Saga, but they're probably all at it ...

I took out a lifetime policy and now the dog is 8 years old they have doubled my premium from 300 to 600 pounds despite me having to pay 99 pounds excess for any claim plus 15 per cent on top of any costs.they know you cant go anywhere else as you would not be covered for pre existing conditions so they can charge what they like.wish I had never heard of this company

My pet insurance doubled on renewal ,I hadn't noticed till a couple of months after they took the direct debit, as my email had been closed due to be hacked, when I rang to ask why.? As I hadn't made a claim, they said my dog was a year older, and it was my fault I had no notice because everything is emailed, and because I ticked T&c box I now have to pay a extra admission fee, for cancelling the insurance , very rude I can't see how one year can make a 80% increase , I wouldn't recommend at all!!!!