How do I make a claim?
At Purely Pets, we’re committed to making sure your pet gets the care they need, when they need it. If your pet needs us, we’re here to help. You can start your claim online through your Manage My Policy portal. Our online service is available for you 24/7, using your portal will enable you to track your claim and view any correspondence relating to your policy online.
We aim 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 understand that accidents and illnesses can happen at any time, which is why we have made the claims process as easy and stress-free as possible. Allowing you to focus on what really matters- being there for your pet.
If you have any questions about the claim process, or you require any support, please call us on 0330 102 5748 or email us at customerqueries@insurancefactory.co.uk. Our opening hours can be found here.
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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 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:
petclaims@insurancefactory.co.uk
Purely Pets Insurance
2nd Floor
5000 Lakeside
North Harbour
Western Rd
Portsmouth
PO6 3EN
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 friendly UK team on 0330 102 5748 with any query you may have and we’ll be happy to help!
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