Cancel Purely Pets Insurance the easy way

Overview

Purely Pets Insurance is a UK pet insurer offering tiered lifetime pet insurance (Bronze, Silver, Gold) with multiple levels of annual lifetime limits and optional lifetime cover for chronic conditions. The company is part of Pet Protect Limited and markets a range of lifetime limits up to £15,000 per year.

How their cover works

Purely Pets sells policies with lifetime underwriting options across Bronze, Silver and Gold tiers. Each tier contains multiple annual limits. Policies include vet fee cover, complementary treatments, death cover and third party liability for dogs. Monthly and annual payment options are available; monthly instalments are provided interest free.

Company facts

For official product information see insurance product documents and the company's lifetime product page at Purely Pets Lifetime Insurance.

Phone

1. Call 0330 102 5748.
2. Provide policy number and your full name and address.
3. Request immediate cancellation and ask the agent to confirm the cancellation date.
4. Ask for an email or letter confirming cancellation and any refund due.

Post

1. Write a signed letter including policy number, full name, address and date you want the policy cancelled.
2. Send by signed-for post to: Purely Pets Insurance, 11-12 St. James's Square, SW1Y 4LB London, United Kingdom.
3. Keep the signed-for tracking receipt as proof.
4. Allow 7 to 14 days for processing and chase by phone if you do not receive confirmation.

Online (contact / FAQ)

1. Open Purely Pets FAQ/contact.
2. Use the contact form or email address provided on the FAQ or terms pages to submit your cancellation request with policy number.
3. Request written confirmation and a refund calculation if within the 14-day cooling-off period or if eligible.

Cancel Direct Debit

1. If you cancel the Direct Debit with your bank, you have 7 days to contact Purely Pets to provide valid bank details and arrange payment.
2. If payment is not received, Purely Pets will cancel the policy from the date the Direct Debit cancellation was notified.
3. Purely Pets will charge a pro-rata premium for the period on cover, and if a claim has been made the remaining premium for the policy year will be charged.
4. Do not cancel the Direct Debit without first contacting Purely Pets to avoid an unintended uninsured gap.

Cooling-off period (first 14 days)

Right: You have a minimum 14-day cooling-off period from the start of the policy or from the date you received the policy documents, whichever is later. If you cancel within 14 days and no claim has been made, Purely Pets will issue a full refund of the paid premium.

Required proof: policy number and written cancellation request (email or signed letter).

Law: Consumer Contracts Regulations 2013.

Price increase

Right: If your premium increases at renewal and you choose to cancel because of that increase, submit a cancellation request quoting the renewal communication and the new premium. Purely Pets does not publish a special statutory deadline for price-change cancellations beyond normal renewal rights; use the renewal notice you received as evidence.

Required proof: renewal notice showing price change, policy number and cancellation request.

Law: Consumer Rights Act 2015 may apply to assess fairness of terms; the CMA treats unclear auto-renewal and hard-to-cancel practices as potentially unfair.

Death of the subscriber or pet

Right: If the pet dies, contact Purely Pets to cancel the policy. Research notes that some refund exceptions differ when a pet dies; Purely Pets states that annual payment refund rules do not apply in the same way in the event of death or loss of the pet, so contact the insurer to request a final settlement.

Required proof: vet death certificate or official confirmation of the pet's death and policy number.

Law: Consumer Contracts Regulations 2013 for cancellation rights; Consumer Rights Act 2015 for fairness of contract terms.

Legitimate ground (misrepresentation or poor service)

Right: If Purely Pets failed to disclose significant exclusions or misrepresented cover, you can complain citing the Consumer Insurance (Disclosure and Representations) Act 2012 and the Consumer Rights Act 2015. Contact the insurer, then escalate to the Financial Ombudsman Service if unresolved.

Required proof: copies of the policy documents, marketing material, notes of conversations, and the specific representation you rely upon.

Law: Consumer Insurance (Disclosure and Representations) Act 2012; Consumer Rights Act 2015.

End of commitment

Right: If your policy term ends and you do not wish to renew, notify Purely Pets before the renewal date. There is no minimum commitment period that prevents cancellation between renewals.

Required proof: policy number and cancellation request sent before renewal date.

Law: Consumer Contracts Regulations 2013 for renewal communications; CMA guidance on auto-renewal practices.

Before you cancel: negotiate

Reported retention offers: No specific retention offers from Purely Pets are disclosed in the available research. To ask for savings, call 0330 102 5748 and request the retention or customer support team. When you call, present the exact alternative quote you have and ask for:

• a reduction in your premium
• a change to a lower lifetime limit tier
• an increase in excess to reduce premium
• a possible multi-pet discount if insuring more than one pet

Document the agent name, time and any offer and request written confirmation.

What cancelling will save you

Use the national average and competitor prices to estimate savings. The research shows the average annual cost of pet insurance in 2023 was £389. The cheapest listed competitor is Argos Pet Insurance at £20 monthly (annual £240).

Calculation: £389 - £240 = £149 annual saving.

Monthly comparison: £389 / 12 = £32.42 per month average. Argos £20 per month. Monthly saving: £32.42 - £20 = £12.42 per month.

Other examples: switching to Waggel at £25 monthly (annual £300) saves £389 - £300 = £89 per year.

Cheapest real alternative from research: Argos Pet Insurance at £20 monthly (annual £240). Sources: competitor pricing in research.

Key laws and regulator

Regulator: Financial Conduct Authority (FCA) oversees conduct for insurers in the UK.

Applicable laws: Consumer Contracts Regulations 2013 (14-day cooling-off period for most online/off-premises insurance purchases), Consumer Rights Act 2015 (services must be performed with reasonable care and skill; unfair contract terms may be unenforceable) and the Consumer Insurance (Disclosure and Representations) Act 2012 (insurer obligations on disclosure).

Cooling-off and refunds

You have a 14-day cooling-off right under the Consumer Contracts Regulations 2013 starting from policy start date or receipt of documents, whichever is later. If you cancel within 14 days and no claim has been made, Purely Pets will issue a full refund of premiums paid according to their published guidance.

Direct Debit and auto-renewal

Do not assume cancelling the Direct Debit cancels the policy. Citizens Advice notes cancelling the Direct Debit does not cancel the insurance policy itself; you must contact the insurer directly. The CMA reviews hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair.

Escalation steps

1. Complain to Purely Pets in writing and allow their internal complaints process. 2. If unresolved, escalate to the Financial Ombudsman Service for insurance disputes. 3. Use Citizens Advice for guidance and explore chargeback or Section 75 with card issuer for qualifying payments.

Useful links: Citizens Advice on cancelling insurance and Purely Pets terms at Purely Pets terms of business.

Get written confirmation

Obtain written confirmation of the cancellation and any refund calculation. If you cancelled by phone, ask the agent to email or post confirmation and note the agent name and date.

Final billing and refunds

Within 14 days of a cooling-off cancellation you are eligible for a full refund if no claim was made. After 14 days, if no claim was made Purely Pets will charge for the time the pet was insured and refund the balance. If a claim has been made during the policy year, the insurer may charge the full annual premium.

Records and data

Keep copies of all correspondence, your final invoice, and any vet receipts. Request your policy data or records if required for future claims or transfer to a new insurer.

Re-activation and gaps

If you decide to rejoin Purely Pets later, waiting periods and new exclusions for pre-existing conditions may apply. Avoid insurance gaps between policies by arranging new cover to start the day after cancellation if you want continuous cover.

Before you cancel, gather the items below and follow this checklist to avoid surprises.

• Policy number and policyholder full name
• Reason for cancellation and desired cancellation date
• Phone proof: note the agent name, time and request written confirmation
• Signed letter if cancelling by post and signed-for postage receipt
• Bank proof if cancelling Direct Debit - keep bank confirmation and contact Purely Pets within 7 days
• Vet death certificate if cancelling due to a pet death
• Copies of any recent claims (if a claim was made, expect no refund for the policy year)
• Compare alternatives before cancelling and calculate the annual saving