Ultimate Pet Partners Insurance reviews

I do not give any stars!!! I hope people check reviews before using this company for pet insurance. Not like me when it’s too late. This company have put me off pet insurance for life. I’d rather go without now. It’s been a nightmare and …

We made a claim because our dog became ill out of hours and had to be put down. They took weeks to email then wanted unreasonable details. We provided them with the vets FULL history, then they wanted to know how much was the pet plan he …

I would give 0 stars if it would let me. If you are considering using this company please don’t! They will happily take your money but when it comes to paying out they will do whatever possible not to. I’ve been waiting months for 2 claims …

They take over six – eight weeks to deal with any claim, leaving you out of pocket for money and then refuse the claim. Complete waste of time and money. They don’t employ enough staff, so are always ‘experiencing busy periods’. Pay a bit more for a policy and get a better service is my advice.

Absolutely do not recommend. Pay out was declined for my cat because the policy wasn’t in force for a year, only 8 months. It also tooks them 4 months to even respond. Not entirely sure what the point of insurance is if you can’t use it. …

Please, please read this review before taking out insurance with this company.
Claim numbers: 3154839, 3154827 …

Very bad. We switched to this company as the premiums were pretty low. There are so many hidden clauses in the contract essentially meaning they won’t pay up for a thing. Every claim we have made they haven’t paid for. We will not be using …

Four weeks to get back to you is a complete joke.
They took 3 months – a quarter of a year – making as many different excuses as possible to prolong the process, to then refuse a claim anyway as they believe …

Do not use and read the small print!

This company have a co-payment clause which means that once a dog has their 6th …

They have now caused me nearly 8 weeks of stress and anxiety due to their inability to process claims, after all this time they say they need more information, why wasn’t this asked for before especially after being told they had …

We thought that this would be a good pet insurance as we heard that they paid claims quickly. Our dog hurt his leg last Sunday and our vet was closed their answer machine sign posted us to an out of hours emergency vet. We took the dog and …

Wish I read the reviews about this insurer before signing up !!. Total shambles of a services and if I could score zero stars I would. When posting a claim, their updates might as well be written by a 3 year old as it would read more …

Wouldn’t touch with a barge pole. Take 6 weeks to review claim, then do all they can to avoid paying out. Lots of awards, but they all have lots of awards given to them by peers. Not for me.

Pretty shocking experience. Standard delay tactics leading to a claim that has taken almost 2 months (and counting). No response on the online portal and the call center go through the motions but essentially give holding statements. Definitely one to avoid.

Don’t waste your time. They take weeks and weeks to respond to claims (I had to chase three times as there had been no communication from them). Then they turn a claim down on the smallest technicality. Insure elsewhere!

Frontline staff were great. But when it came to making a claim the business is uncaring and unethical. Trying anything to get out of the claim. Ended up finally having to go through the ombudsman to get my claim approved. Not what I needed after having to put my cat to sleep. They will not be there for you when you need them.

Been waiting 8 weeks now for a claim. When I called at week 6 they said due to bank holidays there is a back log but I would be paid that week. 2 weeks later still nothing.

Wish i had seen all the reviews prior to going with them. Refusing to pay out on a legitimate claim, terrible customer service, not replying to e mails, waited weeks to hear anything. Absolutely disgraceful behaviour. Steer well clear.

Waited on hold for ages to update my address as we are moving in two days. I was told by the advisor that I must call back on the day we move in. They cannot simply change my address with a note on the file with the date.

I wouldn’t give any stars. Dreadful service. I’ve been waiting months for the last two claims. Happens every time. Happy to take my money for eleven years and put up the premiums without me claiming but not keen on settling claims now.

Easy to use, very good value for money for what you get with your policy. Really impressed with the 24/7 vet advice app.

Absolutely the worst company ever, my dog was under a year when we joined after she turned one we were told by the VETS that she has extremly bad allergies, she had to go onto monthly pills. You started looking for a reason to not pay the …

Have no option but to report to financial Ombudsman. Claim sent in Feb, Vet sent all details too still not settled – approaching month 4 now. Was informed there was a delay due to bank holidays and Assessors being in Poland by a girl called Jess who had no surname and apparently no manager available.

Poor claims experience – 1claim and 4 excesses as treatment by 4 different providers. Also reduced emergency vet fee by £50 despite the charge being spot on national average and very slow to write out for information, twice there been delays of over a month.

You can’t see messages in your log in portal ever and you don’t get a copy in your email so ultimately you have no clue what they say. Impossible to claim anything! The worst insurance company I used. Do not recommend as you will never be able to claim anything.

If you have a pet that you care about don’t insure with Purley Pets. After my dog passed away in December they made it almost impossible to claim. It took 5 months for them to pay out. I had to pick over the details of his death over the phone time and time again. And it was only ever me contacting them, they were a nightmare.

DO NOT USE!
If I could give them less than 1 star I would…..
Waited 4 months for a claim to be paid then they come back and say because the policy hasn’t been in force for 12 months they wont be paying out.
AVOID!!!!!!!

Was easy to set up and for them to take my money every month. I ended up putting in a claim as my dog got very ill which was over £1200 to solve they told me it could take up to 4 weeks to get the money back which wasn’t a problem, I spoke …

Do not insure with this insurer.
Our dog was pts in great pain. They did not cover this. It says in policy we will only cover £100 for euthanasia. The bill was £447. They should have been …

Poor experience. We swapped because of the competitive premiums a few years ago. However when after a few years we had to make a claim it took over 6 months for them to settle with our vets. Their communication leaves a lot to be desired. …

Absolute waste of money taking out pet insurance with purely pets. I won’t be making that mistake again. My dog had to have double dew claws and other flesh debris removed from both hind legs which were causing him problems, on vets advice …

Great customer service, we have pet insurance with them for both our indoor cats reasonable prices too

Our dog was treated for a tumor which was paid for by a different Ins Comp. Our dog then had a new tumor in a different location 3 years later. I called to check if the treatment would be covered and they said “This treatment is covered in …

Very poor service. Took out policy with them and never had to claim. This year I made 3 claims and after making you wait 2 months whilst they sit on it, they declined each claim. Much better companies. Shop around.

I’m writing a review because I think it’s important other pet owners know the following. If you have to use two veterinary practices (say a traditional vets and an emergency out-of-hours vet hospital) Purely Pets will make you pay your …

If I could give 0 stars I would.

States on the website no claims for illness can be made 14 days after cover. And …

Painfully slow to settle with vets.

Was PDSA, now Purely Pets. Asked how spaying my pet would affect insurance, but …

Have used the free online vet service that comes with the policy and ut was very quick, convenient and helpful. …

This company loves taking your money.. when it’s time to payout for claims they come out with excuses about policy terms.. I wouldn’t recommend this company to anyone. Scammers

please please steer clear of this insurance company only after one thing money.had two dogs with them one died of limfoma still waiting for the claim to be sorted out and because of the bad service decided to cancel the other one and …

Appalling. Be aware. Classic insurance company, they’ll take your money no problem at all and very easily too, but when it comes to a claim they will do everything they can to get out of it and not pay, that is my experience.

I’m surprised that purely pets have quite a lot bad reviews. We joined Purely pets since Dec 2021. To be honest after I read some reviews I was quite worried if we’d get bad experience too. So we know the access it’s £160 as we spoke to …

Don’t bother with this company! Very poor experience of claims handling, it has now been a month since my pet had an operation and they have told me that it will take a further month to resolve, even though they have all the information and …

Exhausting process of trying to claim (4 months now). I had to make two claims. They cancelled one without telling me. They have asked a lot of follow up questions, which have been provided by us and the vets, but Purely Pets don’t log the …

Avoid and read reviews. Appauling company. Weeks of no response then decline claims looking for any desperate reason they can find to decline a claim. Use anyone but these!!!

Take too long ask stupid questions when your pet has passed away. Should of checked the reviews before I went with them. They are very slow, causing allot of stress.

I work in the insurance industry myself and the process and the way the claims team manage the claims put forward I find appalling. Loosing a family pet is hard enough as it is and making a claim to cover the cost of having to put them down …

We have been with purely pets for over 2 years and we rarely claim. This year our dog become very unwell very quickly, sadly she passed away. This was 3 months ago and we have just been informed that they are not going to cover the full …

Very good experience can’t understand all the bad reviews.have our dogs insured with these…went to vets on a Monday with our boy and he was in on the Thursday for knee operations and payed £25 admin fee with vet and this insurance company payed £5000 toward the operations.realy nice staff on phone and so easy to deal with

My experience with this insurance is a good one.
On 2 occasions I have had unfortunately to claim and both have been dealt with 100%. …

Very quick to take the annual cost from credit card but when canceling the policy on 16th September after 3 weeks cover advised 5 to 7 working days for a refund, called today to see where the refund was to be told ‘they’re working on …

My vets will not accept to bill Purely Pets as they take much too long to settle a claim. We therefore had to pay £2000 when our dog was ill on the day he was treated. Took a good 2 months to claim it back! Won’t be insuring with them when my policy runs out. I recommend Petplan and so does my vets.

Absolutely dreadful company… I’ve now claimed three times & each time it has taken forever for them to settle a claim. All claims been outstanding for months! Been told contradictory information by their representatives & then when asked …

will find any way of wiggling out paying up on a claim. took over 6 weeks with endless calls with the veterinary practice saying that they had no contact from them. Avoid

Absolutely awful. They will find any excuse not to pay. I really encourage anyone looking to buy Purely Pets to read the reviews from customers that have actually tried to claim

Awful.

I signed up for a policy, then realised that their excess was skyhigh – and that …

To be honest, if I could rate zero stars I would. I paid for £15k lifetime cover and so far they’ve failed to settle the full amount of one claim minus excesses and the other claim has been ongoing for almost 3 months. Horrendous customer service, avoid at all costs!!

Good service and never any problems with the 2 claims I have had to make. Always efficient and helpful with questions or queries. Great value policy too for lifetime cover for my dog. Would have no issue in recommending Purely Pets Insurance.

I would avoid this bunch of cowboys at all costs. there service has dramatically gone downhill. they use to offer pre authorised treatment, so long as it was 2k + fare enough. However, they withdrew this service in Apri 2022l without …

Terrible communication, had to make a compaint with a manager because they didnt bother chasing history from vets or informing me that they were waiting for it, just pushed the claim to the side and left it.

If I could give this a big red ❌ and 0 stars I sure would!! AVOID AT ALL COSTS!!! I had to pay £473.18 out my own pocket for my wee man to get X-rays and now he had surgery etc been kept in for 2 days at animal hospital there now saying …

Terrible insurance provider and I unfortunately found that out in the worst possible way – dog is due to have an operation tomorrow and my original policy mentioned purely pets would cover the cost of the procedure directly. But after the …

Haven’t paid a claim started in December (now end of Feb) and I am receiving debtor letters from the Vets.

Took out a policy with this company mistakenly before reading the reviews and doing our homework. So we cancelled this policy less than 12 hours of it being active to be told they are “short staffed” & the refund has went to the accounts …

DO NOT INSURE WITH THESE! WISH I KNEW HOW BAD THESE WERE SOONER!

Our dog had to have an operation in May to remove bladder stones, a new …

We insured our dog this year with purely due to an increase with previous insurance
In fortunately our dog who’s only two required dental work or a tooth extracted …

From a claim of around £800, I received £80. They broke the claim down into 3 parts so I would need to pay the excess 3 times, they have asked for the invoices several times, managed to work with the itemised one I sent for the one part, …

To be honest wouldn’t even give them 1 star if I had the choice!
Shocking communication through a claims process which took nearly 3 months. Didn’t pay out. And when I went to cancel early they still took more money off me …

Like a lot of insurance companies, they will come up with any ridiculous excuse not to pay.
Our GSD (Texas) was losing a bit of weight at the start of the year. So in March …

I wish I’d read the reviews before getting insurance from here! I’ve had the policy 11 months and had to claim for an injury on my dog. Paid the excess and the vets put in the invoice. 3 months later I’ve received a phonecall today off an …

Purely Pets gave a very good quote price, I called to speak to the advisor Julie who was incredibly thorough and helpful. When I checked my documents there was an amendment needed, I used the live chat and Isaac dealt with the issue promptly. I am unable to comment about the claims process (I hope I am always able to say that)

I’ve had my pet insured her whole life with the company with 2 minor claims. This year they doubled her premium with no explanation aside from she is getting older. No one can do anything, no complaints team. Now they want almost 100 pounds …

Avoid. Happy to take premiums, will not pay out. Never made a claim prior to cancellation so they have had free money!

Only giving 4 stars because you have to contact customer support every time you want to edit something on your plan, aside from that very good!

Dealt with Mark to make a unpaid payment was extremely helpful and very supportive would defiantly recommend

WORST INSURANCE COMPANY.
First time tried to get a small claim which turned out to be a nightmare. My dog is a healthy one who doesn’t have any chronic problem. last December she had a …

When I first joined Purely Pets nearly 6 years ago and made my first claim 3 years ago, the process was very easy and very quick. Claims have started to take a long time to be processed. Called to check up on progress and ‘technical …

The Direct Debits were not taken out and they are claiming £30 for a cancellation fee. They are also claiming they emailed me twice, but I did not receive any emails even in my junk folder. I’ve had to make a complaint against them and …

Total waste of money put 2 claims in which I’m still waiting for one back. It’s been 3 months since I put a claim in. I got hardly anything back from the first claim. My second claim was declined although it was a different illness/injury. Not happy with the service. I’d rather throe my money down the drain

If I could give 0 stars, I would. Absolute scam, don’t bother. You’d be better off saving the money you would pay them monthly and use that should anything happen. Save yourself the hassle and the excess. Took 5 months to process a claim …