Purely Pets Insurance

If you're not able to send a Direct Message to talk to us about your pet insurance please use the info below to phone or email us. Our phone number is 0330 102 5748 Our email address is customerqueries@insurancefactory.co.uk shha.re/7JtEL

@OfficialCVG Hi Chris We are sorry to hear you are unhappy with the service received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

@_PurelyPets I received an email from Purely Pets that appeared to tell me my dog’s insurance was about to expire and that I needed to renew. In reality, the policy renews automatically by Direct Debit. No action required. No choice presented. Payment already taken. Awful company.

Happy Valentine's Day from the Purely Pets team! ❤️

Please be aware of fake accounts. We will only contact customers from @_PurelyPets on X in response to queries or complaints. We will never ask for bank details or request personal info via third‑party sites. For support, message @_PurelyPets or visit purelypetsinsurance.co.uk/existing-custo…

@nickandstitch Hi Nickandstitch We are sorry to hear you are unhappy with the service received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

@_PurelyPets - You have called me a liar twice.- Hounded me for information already provided. - Denied you had info from the vets which Vetsnow have evidenced they had to send to you twice - Failed to come back to me when promised. - Ignored part of the claim ZERO SERVICE

@joordx__ Hi Joordann We are sorry to hear you are unhappy with the service received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

@_PurelyPets waited on hold for 20 mins to talk to someone, got through and silence 😩 you’ve upped the monthly payment but when I go onto compare the market it’s cheaper? Pls help, renewal due 5/1/26!

@Chr15Wilkinson Hi Chris We are sorry to hear you are unhappy with the service received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

We have a 5 year old Doberman and she’s beautiful. Luckily she’s always been healthy. Never had to make an insurance claim 🤞 So why is it @_PurelyPets that her premium has gone up £150 to nearly £830 a year!! You’ve just lost my business. Just greedy.

@gbdixor Hi Robert I can see you have since contacted us by email and a response has been sent to you. Should you have any queries or would like to discuss your policy, please call us on 0330 102 5748 or email us at customerqueries@insurancefactory.co.uk.    Kind regards Jemma

@_PurelyPets You site won’t let me send a message as not verified. Policy Reference Number: PUP113842929 Level of Cover: Lifetime £9,000

@_PurelyPets - How can you justify a 30% monthly price increase. Daylight robbery. Renewal Date: 30/11/2025 Monthly Premium: £73.99 New Monthly Premium £102.99

@gbdixor Hi Robert We are sorry to hear you are unhappy with the renewal offer received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

@_PurelyPets You department has been in touch basically saying “we can do nothing unless we reduces you benefits“. You have me by the short and curlies and hate been held to ransom. I will let the many friends and contacts to look elsewhere for pet insurance. A 30% increase “Disgusting “

@gbdixor Hi Robert We are sorry to hear you are unhappy with the service received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

@_PurelyPets - Without Prejudice. Remember to read the very small print with this company then when you try and claim they bring to your attention,this excess, that excess, we don’t pay this we don’t pay that leaves me £1600 out of pocket. 🤷‍♂️🤷‍♂️🤦‍♂️🤦‍♂️

@gbdixor Hi Robert We are sorry to hear you are unhappy with the service received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

@_PurelyPets Purely Pets Insurance. Please explain why I pay £3100 last week and you only reimburse £1595 for a cruciate ligament snapped in our little dog.

@cannylad2 Hello, I am sorry to hear of your loss. We are sorry to hear you are unhappy with the service received. Please private message us with your policy details and we will be happy to assist. Thank you Jemma The Purely Pets Team

@_PurelyPets Disgusting that you took payments for 7years and on the passing of my Dog this wording means you have a get out of payment clause for the cost of Cremation another case of Rip Off Britain

@LorraineCl44169 Hi Lorraine We are sorry to hear you are unhappy with the service received. Please private message us with your issue and policy details and we will be happy to assist. Thank you Jemma

@_PurelyPets Horrendous company , late in paying claims, dreadful customer service , doubled premiums and took out of bank on auto renewal. Beware the auto renewal clause Strongly advise to go elsewhere

We're so close to a 4-day weekend 👏🏻 If you need to reach us during this time, please be aware of our opening hours!

@lolcrombie Hi Laura, We would advise sending us an email via customerqueries@insurancefactory.co.uk with your query so that our team can assist. Thank you, Jemma The Purely Pets Team

@_PurelyPets It won't let me, I think you'd have to follow me.

@_PurelyPets Hello. I contacted you before my renewal both via email and on here to say I didn't want to renew, but I'm still being charged? Can you please help?

@EmilySteph2 Hi Emily, I'm sorry if you are having trouble reaching us. You can call us on 0330 102 5748, or send us a direct message and we can try and assist you that way. Thank you, Billie.

@_PurelyPets Please can you provide a phone number I can reach you on? The one advertised is out of service.

@benjamin1542969 I'm sorry you're not able to send us a private message. I will ensure you are contacted by a member of our team regarding your concerns. Thank you, Billie.

@_PurelyPets Hi it won't let me private message my policy number is Pup118244010, also sent an email of compliant to the customer email inbox.

@_PurelyPets never will I renew my policy with you guys, paid £602.00 for my dog vet bill to be told don't cover out of hours charge so only paying me back so much, this is disgusting why have insurance.

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