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.
Renewal
As with most insurance companies I can only mention the ease of renewing. The real test will come once I need to make a claim . I trust this good service will ensure the claims process is seamless and timely.
July 14, 2026
Reply from Purely Pets Insurance
We truly appreciate your kind words regarding the ease of our renewal process. We are committed to providing seamless service, especially when it matters most. We are confident our claims process will meet your expectations.
Large increase of yearly premium
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 time and as we claim for a pre existing condition we are powerless to move else where.
August 7, 2026
Reply from Purely Pets Insurance
We appreciate your feedback and are glad to hear the claims process was efficient. We understand your concerns regarding the annual premium increases, especially with a pre-existing condition. We continually review our pricing to balance comprehensive coverage with affordability.
Polite
Polite, listened well - and human.
Good terms offered although have not had an opportunity to test making a claim.
Appears to be excellent value for money.
August 7, 2026
Reply from Purely Pets Insurance
We are so pleased to hear that you found our team polite and helpful. We strive to offer excellent value, and we appreciate you recognizing that.
Reply from Purely Pets Insurance
We're so glad to hear that you found our staff helpful and appreciated our transparency. Your positive feedback truly means a lot to us.
A reasonable quote for insuring my 8…
A reasonable quote for insuring my 8 year old rescue dog
August 14, 2026
Reply from Purely Pets Insurance
We're happy to hear we could offer a reasonable quote for your beloved rescue dog. Thank you for your positive feedback!
Went online to find a new quote after…
Went online to find a new quote after my current provider couldn’t provide a better one. Online was fine but I had an issue I needed to discuss and ended up down the AI assistant route. Painful and ended up trying to reach out by email. Waiting for a reply so cannot make a comment either way.
August 14, 2026
Reply from Purely Pets Insurance
Good morning,
Thank you for your review.
I am sorry if you experienced a delay in receiving a response to your email.
I can see that our team has since been in touch, I hope we have been able to assist you.
Thank you,
Billie.
Price just goes up and up and up
August 6, 2026
Reply from Purely Pets Insurance
Good morning,
Thank you for taking the time to leave a review.
I am sorry if your premium has increased more than expected, I understand it can be frustrating when your premiums increase.
This can happen for a number of reasons. For example, the area you live, the age of your pet, the rising cost of veterinary fees including the advancement of veterinary medicine.
We appreciate your feedback and we will use this to improve our services going forward.
In the meantime, we do offer an array of cover levels if you would like to discuss a level of cover that could potentially be more suited to your needs. You can do this by calling our team on 0330 102 5748.
Thank you,
Billie.
You have doubled my insurance price and…
You have doubled my insurance price and I am not impressed so will be cancelling now
July 11, 2026
Reply from Purely Pets Insurance
Good morning,
Thank you for taking the time to leave a review.
I am sorry if your premium was higher than expected, I understand it can be frustrating when your premiums increase.
This can happen for a number of reasons. For example, the area you live, the age of your pet, the rising cost of veterinary fees including the advancement of veterinary medicine.
I appreciate your feedback and we will use this to improve our services going forward.
In the meantime, we do offer an array of cover levels if you would like to discuss a level of cover that could potentially be more suited to your needs. You can do this by calling our team on 0330 102 5748.
Thank you,
Billie.
If you have an older dog DO NOT USE
If you have an older dog DO NOT USE. We claimed once in 14 years of my dogs life. The last bill, for instance, was £1290 they deducted £480. You get stung with Excess and 20% off total. It's disgusting. From last year £64.99 a month they increased it to £115!!! You're then stuck as its an existing condition. He has now passed and the only reason why I gave them 2 stars not 1 is because they did pay out quickly. He also had dementia at the end and we were prescribed medication, they wouldn't even pay for this........just be wary.
August 10, 2026
Unprompted review
Reply from Purely Pets Insurance
Good evening,
Thank you for taking the time to leave a review.
I am sorry to hear that you're disappointed with the deductions made on your claim, alongside your policy premium.
To enable us to investigate this further, I have requested further information.
Thank you,
Billie.
I wasn't impressed with my renewal…
I wasn't impressed with my renewal quote and when I telephoned to say I could get the same cover cheaper on line I was met with a negative response. I ended up cancelling my cover with you and going through a comparison website. I have a new deal with you at a cheaper price. The new cover I chose ended up being a reduced cover but that was choice, despite the fact I found a cheaper product through you for the initial same product. I would have gone for the same cover I initially had if you had bothered to be more flexible. Less than impressed tbh.
August 12, 2026
Reply from Purely Pets Insurance
Good evening,
Thank you for taking the time to leave a review.
I am sorry if you feel like our team haven't been able to assist you, I appreciate your feedback and I will ensure this is passed to the relevant department.
I understand it can be frustrating when you can find cover online for cheaper. This can be for a number of reasons.
A new policy will contain a waiting period before your cover starts and will often exclude any conditions that occurred prior to the policy starting. At renewal, our policy would look to cover conditions that may have been present in the previous term providing there are no breaks in cover
If you would like to discuss this further, please do not hesitate to contact us.
Thank you,
Billie.
There when needed
Having made a couple of significant claims last year, which were handled quickly, and with my dog having reached the age of 12 I was expecting a significant hike in the monthly premium. While it has gone up in price it wasn’t the large increase it could have been. Very easy to deal with.
August 12, 2026
Reply from Purely Pets Insurance
We are so pleased to hear that we could provide a positive experience for you and your beloved dog, especially given the circumstances. We appreciate your kind words about our handling of your claims and the premium adjustment.
Excellent communication trusted company…
Excellent communication trusted company and fair prices
August 5, 2026
Reply from Purely Pets Insurance
We are so pleased to hear that you found our communication excellent and our prices fair. Thank you for trusting us.
Very helpful
Very helpful, email information, paid out quickly on a claim - very pleased.
August 5, 2026
Reply from Purely Pets Insurance
We're so pleased to hear that you found the information helpful and that your claim was paid out quickly. Thank you for your positive feedback!
Excellent
Insured my dog for over 5 years with Purely Pets. Good competitive monthly price.
I needed to claim for a new illness, hospital and medication expenses. The claim form was easy to summit, it was promptly explained what would be paid, around 80% of the cost was paid back to me within 8days, no fuss. My dog and 2 more emergancy appointments and more medication which again was funded 80% and paid promptly. They always answer the phone and are well trained to deal with questions.
Unfortunately my dog had to be put to sleep. Purely Pets handled it with great compassion, informing the relevant parties on our behalf, auto cancelling the renewal and refunded anything overpaid. I would highly recommend.
July 29, 2026
Unprompted review
Reply from Purely Pets Insurance
We are truly grateful for your incredibly kind words and for sharing your experience with us over the past five years. It means a great deal to hear that we were able to provide support during such a challenging time for you and your beloved dog. We understand how difficult it is to lose a cherished pet, and we are glad we could handle the practicalities with compassion. We always strive to make the claims process as straightforward as possible and to offer clear, prompt assistance. Your recommendation is deeply appreciated.
Usual story- my dog gets to 10 years…
Usual story- my dog gets to 10 years old and despite never having made a claim for her the premium goes up to double!
After this dog passes I will just put money to one side for any new dog I may or may not get! It’s a total rip off. Totally unfair
May 21, 2026
Reply from Purely Pets Insurance
Good morning,
Thank you for taking the time to leave a review. I am sorry if your premium was higher than expected, I understand it can be frustrating when the premiums increase.
They can increase for a number of reasons including the age of the pet, the area you live, the rising cost of veterinary fees and the premium may change to keep in line with the advancement of veterinary medicine.
We do offer a range of cover levels, and you're welcome to contact our team on 0330 102 5748 to discuss an alternative level of cover which may be better suited to you.
In the meantime, we appreciate your feedback and this will be used to assist us in improving our services going forward.
Thank you,
Billie.
Easy to apply and very competitive
August 12, 2026
Reply from Purely Pets Insurance
We're delighted to hear that you found the application process easy and our services very competitive! Thank you for your positive feedback.
Good service and explanation was good
March 18, 2026
Reply from Purely Pets Insurance
We're so pleased to hear you received good service and that our explanation was helpful. Thank you for your kind words!
Very easy to make claims and have paid…
Very easy to make claims and have paid out quickly direct to vet on ongoing claims
August 4, 2026
Reply from Purely Pets Insurance
We're so pleased to hear that making claims has been easy for you and that payments to your vet have been quick. Thank you for your positive feedback!
Kind regards
Jemma
The Purely Pets Team 🐾
Perfect insurance for my puppy and not…
Perfect insurance for my puppy and not overpriced.
August 11, 2026
Reply from Purely Pets Insurance
We're so pleased to hear that our insurance is perfect for your puppy and that you find our pricing to be just right. Thank you for your wonderful feedback!
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.