Make / Track a Claim


Make / Track a Claim

How do I make a claim?

You can start your claim online through your own Manage My Policy. Using your portal will enable you to track your claim and view any correspondence relating to your policy online.

We’re currently experiencing very high volumes of claims, which is impacting our ability to process claims within our normal target of 10 working days. We’re so sorry if you’re currently experiencing a delay.

In the short term we are aiming to process all claims within 4 weeks from receipt of all required information. Ensuring you and your vet have provided all relevant supporting information, will help us to reduce handling times and speed up the assessing time.

We’re sorry for any stress or inconvenience this may cause you and we hope to return to our normal service levels very soon. Please do call us or use our Livechat service if you still need to discuss your claim with us or require any support in submitting a claim to us.

Thank you for your understanding.


Make or track a claim

Find out more

Yes! This is a free service we offer so why not take advantage! Don't worry if you haven't signed up to your portal yet, as long as you have your policy number and a few personal details to hand you can register right away.

This should be on your confirmation email received at the time of purchasing your insurance. If you’re still having trouble, you can chat to us online using our LiveChat or just give us a call on 0330 102 5748 and we’ll be more than happy to help!

Download and print a claim form.

Your vet must complete and sign section 2 of the claim form.

The named policyholder must then complete section 1 of the form and sign the appropriate sections.

Please fill in all sections as any missing information may delay the claim decision.

Your claim form should be returned to us with your pet’s medical history from the vets and originals of any invoices related to your pet's treatment.

We can make the settlement to you or your veterinary surgery after applicable deductions such as your compulsory excess, any voluntary excess and any applicable co-insurance. This payment will end our liability in connection with the claim.

You may wish to make a copy of any documents you send to us for your own records.

You can email or post your completed claims form and any supporting documents to us at:

Purely Pets Insurance
2nd Floor
5000 Lakeside
North Harbour
Western Rd

Please note that any pre-existing conditions are excluded under the terms and conditions of your policy, which can be viewed here.

Speak to our wonderful in house team online using our LiveChat or call us on 0330 102 5748 with any query you may have and we’ll be happy to help!

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