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Frequently Asked Questions

Below you can find answers to common questions about Purely Pets Insurance policies.

Is there an age limit on the policy?

Your pet has to be 5 weeks old at the start of cover, and there is no upper age limit. We do not stop offering cover when your pet is older, as long as there has not been a break in cover.

Do you cover pre-existing conditions?

Unfortunately, our policies do not cover pre-existing conditions. Please see the policy terms and conditions for further information.

Can my pet have any dental work paid for?

Our Accident & Illness Essential, Plus, and Extra policies provide cover for dental treatment as a result of an accident but any routine or illness related dentistry is excluded. All Dentistry cover is excluded for our Accident only and Accident and Illness Only policies.

Do you cover working dogs?

Our policies do not cover dogs used for working, trade, profession or business.

Am I able to arrange cover if my pet is not vaccinated?

Yes, you can still arrange cover if your pet is not vaccinated. However, unvaccinated pets will not be covered for the illnesses that could have been prevented from the vaccination.

Can I pay for my policy in instalments?

Depending on your status we may be able to offer payment of your policy in monthly instalments. These are interest free and include Insurance Premium Tax at the current rate.

When does my cover start?

Your cover starts straight away for accidents. There is a waiting period of 14 days for illness cover which means that no claims can be made for illness within the first 14 days of the policy.

Can I complete and sign the claim form before the treatment has taken place?

No, the claim form will need to be signed and dated after the treatment has taken place. If we receive a claim form that has been signed and dated before the treatment end date, it will be necessary for us to follow our process and return the claim form to you which will result in unnecessary delays. The reasoning behind this is that you are signing to confirm that the treatment claimed for is correct. Further, although we are happy to accept direct claims from your vet, the claim form still needs to be signed AFTER the treatment has ended.

What is a claim excess and how much will this be?

The claims excess is your contribution to the costs of treating your pet. The claims excess is your contribution to the costs of treating your pet. For Accident Only, Accident&Illness Only and Accident&Illness Essential, the excess will be £60 per condition. For all other policies, the excess will be £60 per condition, per policy year. For pets aged 8 and over, a 15% co-payment will apply to the remaining claim for veterinary fees, special diet and complementary medicine after the excess has been deducted, and for any claims for that condition thereafter.

What is a co-payment?

This is the amount you pay towards the vet fee claim for each condition. For all pets aged 8 years and older the mandatory co-payment amount is 15%. This is in addition to the standard £60 excess. For example if you made a claim of £300 the initial excess of £60 would be deducted and you would then be required to pay 15% of the remaining £240 balance, which is £36. Therefore the total you would be required to pay towards the claim is £96.

How long will it take to process my claim?

The process will take 5 working days from the day we have received the claim.

Will you pay the vet or me direct?

We can pay you or the vet just let us know on the claim form section.

How will I receive my documents?

To protect our environment, all documentation is sent via email. When your policy renews, your renewal notice, along with your schedule of insurance and policy wording will be emailed to you 14 days before your renewal date.

What should I do if I do not receive my documentation?

If you do not receive your documentation, please check your spam or junk email, as sometimes internet security settings may divert them here. If they are not there then call our friendly customer services team on 0330 102 5748.

What should I do if I need to cancel my policy?

You can cancel your policy at any time. If you want to cancel in the first 14 days, providing you have not made a claim you will receive a full refund of your paid premium. If you want to cancel after this time then you will be charged for the time your pet has been insured. If you have made a claim on your policy and you want to cancel then the full premium for the year will become due. In all cases there is an administration charge of £30.

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