Make a claim

You’ll find your policy number in your confirmation email, sent when you purchased or renewed your insurance. For quick access, you can also log into the online portal,  where your policy details are available anytime.

If you still need help, give us a call on 0330 102 5748.

Your excess is applicable for each illness or accident, per policy year.

If your pet is aged 6 or above, or if you have opted to add a co-payment excess for pets under 6, then a compulsory 20% co-payment excess will apply to each claim for accidents and illnesses, in addition to the standard excess.

Below is an example of how to calculate the amount you will have to pay in the event of a claim that includes a co-payment.

A valid claim arises for a dog’s veterinary fees totalling £500.00. Both a £100 fixed excess and the 20% co-payment apply:

A claims co-payment is a compulsory contribution towards the cost of a claim and is in addition to your excess. All of our policies feature a co-payment of 20% when a pet reaches the age of 6. A co-payment cannot be removed for the life of the policy.

For example, if you made a claim of £1400 the initial excess of £100 would be deducted and you would then be required to pay 20% of the remaining £1300 balance, which is £260. Therefore, the total you would be required to pay towards the claim is £360.

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

There is also no cover for illnesses that show signs or symptoms within the first 14 days of your policy start date and within the first 48 hours for any accidents.

We allow any vet to submit a claim directly through our claims portal. You should check with your own vet if they make direct claims.

If you can’t find the exact name of your pet’s condition when submitting a claim, don’t worry. Our system groups certain illnesses and injuries under broader categories rather than listing every specific condition.

What should you do?

• Ask your vet for advice if you’re still unsure what to log the condition as
• When logging the claim, try searching for a similar or related condition.
• Look for the wider category that your pet’s illness or injury might fall under (for example, “Skin Conditions” instead of “Dermatitis”)

If you’re still unsure, you can enter the condition in the free-text box, and we’ll make sure it’s processed correctly.

Claims can be auto rejected for a few common reasons:

• The condition is pre-existing or not covered under your policy.
• The policy was cancelled on a date before treatment was completed

We’ll always send an email explaining why a claim was rejected, but if you didn’t receive it or need help, please contact us and we’ll assist you.

Yes, you can claim for medication purchased online as long as you have:

• A valid prescription from your vet, and
• An itemised invoice showing what you bought.

Make sure to keep these documents handy when submitting your claim, as we’ll need them to process it.

Your renewal premium may change after you make a claim. This is because premiums are based on several factors, including:

• Your pet’s age
• Breed
• Overall claims history

If you submit a claim, it can increase the likelihood of a higher renewal price, as it reflects the increased risk of future claims.

We understand this can be a concern, so we aim to be transparent about how premiums are calculated.

A continuation claim is used when your pet needs ongoing treatment for the same condition you’ve already claimed for. Even though you’ll submit it as a separate claim with a new claim ID in our system, it will still be linked to the original condition and treated as part of the same claim history.

This means:

• You don’t need to worry about it being treated as a brand-new condition.

If you’re unsure how to submit a continuation claim, just follow the same process as your previous claim and select the same condition category.

Joii is a 24/7 video vet service included with your Purely Pets policy. It gives you access to qualified vets anytime, from the comfort of your home. With Joii, you can:

• Speak to a vet via video consultation
• Use the symptom checker for quick advice
• Join preventative nurse clinics for tailored health tips
• Access pet care advice and shop vet-approved products

Enjoy expert care without the extra costs:

Using Joii isn’t classed as a claim, so there’s no excess to pay and your premiums won’t be affected at renewal.

You won’t find Joii in your Purely Pets portal; it’s a separate service. To use it:

1. Download the Joii app from your app store or visit Joii.
2. Sign up and follow the on-screen prompts.
3. Select ‘Purely Pets Insurance’ and enter your policy details.
4. Add your pet and start using Joii’s features.

For more details and to download the app, visit our Speak to a Vet page.

Speak to our friendly UK based team on 0330 102 5748. They will be very happy to help you with any questions you may have.