All of our Paws and Claws policies have now been rebranded to Purely Pets. If you were a previous Paws and Claws customer, your policy will now be branded Purely Pets Insurance, but it will still be administered by Insurance Factory Ltd. As a sister company to Paws + Claws, Purely Pets will ensure that your policy terms and conditions remain the same during your insurance period. As a sister company to Paws + Claws, Purely Pets will ensure that your policy terms and conditions remain the same during your insurance period.
If you need any assistance throughout the lifetime of your policy, Purely Pets can help. Please get in touch using one of the methods below.
General Enquires:
Tel: 0330 102 5748
Email: customerqueries@insurancefactory.co.uk
Postal Address: Purely Pets Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Western Rd, Portsmouth, PO6 3EN
Opening Hours
- Monday to Friday - 8am to 8pm
- Saturday - 9am to 2pm
- Sunday - Closed
Claims Queries
If you need to make a claim, please click HERE
Tel: 0330 102 5748
Postal Address: Purely Pets Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Western Rd, Portsmouth, PO6 3EN
Complaints Queries
If you have a complaint, you can raise this with the Purely Pets team by calling or emailing us using the information below.
Tel: 0330 102 5748
Email: complaints@insurancefactory.co.uk
Postal Address: Purely Pets Insurance, 2nd Floor, 5000 Lakeside, North Harbour, Western Rd, Portsmouth, PO6 3EN
Response Time:
Where we are unable to resolve your complaint by the end of the third working day after receipt, you can expect the following from us:
Acknowledgement of your complaint in writing within 5 working days of receipt. This will state who is handling the complaint.
We will aim to resolve your complaint within 4 weeks of receipt, unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a final response.
Our goal is to ensure that you receive a final response letter within 8 weeks of receipt of your complaint. If we are still unable to provide you with a final response at this stage, we will write to you explaining why and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service.
What is a final response?
This letter should clarify the final position in relation to your complaint and any actions agreed going forward
The Financial Ombudsman Service
You may initially go direct to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated above in the Response Time section.
If more than 8 weeks from the date of your complaint has passed and you have not received a final response, you may refer your complaint to the Financial Ombudsman Service.
If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within 6 months of the date of the final response letter. You may refer to the Financial Ombudsman Service beyond this time limit if we have provided our consent in the final response letter.
The Financial Ombudsman Service will let you know that they have received your complaint and what the next steps will be. The Financial
Ombudsman Service will consider your complaint impartially and we are bound by their decision.
Tel: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Postal Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Are you looking for new pet insurance cover?
If you’re looking for a pet insurance policy, you can visit our sister company, Purely Pets, who offer insurance policies designed to give pet owners peace of mind, ensuring that your pets receive the highest standard of care when they need it the most.
Click below to visit their website.