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Animal Friends



 
 
 
 
 
 
 

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28 Reviews of Animal Friends

  1. Carole

    We took out a policy for our golden retriever 2 years ago, when she was 7. You don’t receive a policy in the post, you view it online. My advice is to not do as I did, by letting it re-new without reading the small print, as I now realise that for dogs over 8 years, Animal friends deduct 35% of any claim. Think how much that would cost for a claim for £7,000! Not realising this, I was disappointed after having the policy for 2 years with no claim to lose 35%.
    Secondly, having had treatment costing £110, followed by an op for £500, AF deducted 2 amounts of excess payments, (2 x £99) as the annual renewal fell between treatments, that excess of £198 is a real con! We received emails to say we’ll receive around £267 having paid out £610. Avoid

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet insurance
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  2. Adeline Chong

    Worst insurance company ever. My friend’s cat fell of their 4th floor balcony and Animal Friends paid it out. When my cat accidentally fell a 4-floor vertical drop, they refused my claim saying that I allowed my cat to ‘stray and escape’ from the flat and that I didn’t take measures to secure my cat.

    Firstly, a cat can’t ‘stray or escape’ out a window with a vertical drop — that is only something that happens as an accidental fall.

    Secondly, when questioned on the phone about why they paid one claim but not the other, they said it was reviewed by a ‘case-by-case’ basis (this is already unjust). I don’t see how letting your cat onto a balcony is less ‘secure’ than your cat accidentally getting onto a window ledge.

    And thirdly, there is no exclusion clause saying I won’t be paid if my cat fell out because the property isn’t secure. There is a ‘General Condition’ saying I have to take all reasonable measures to ensure my pet is secure. Which I have to every extent. Our windows are kept closed virtually all the time, and we are extremely careful about having them open. On the day where the accident to my cat occurred, the window was narrowly opened to allow some air into the room in order to dry a damp bag. The space was very small and it would not be reasonably thought possible for the cat to squeeze through. Also, the door which leads to the narrow ajar window was kept shut at all times save for no more than 5 minutes where I went in to retrieve my bag and shut the window. In this gap of 5 minutes is when my cat must have fallen out of the window.

    As per their ‘General Condition’, I had taken every possible measure to ensure that my cat was safe and secure, and this fall was clearly an ACCIDENT.

    How does accidentally falling out of a window that is kept close virtually all the time constitute anything but an accident? The whole point of insurance is to safeguard against the unprecedented and unforeseen 1% which this is. Their policy clearly states that an “Accident means a sudden, unforeseen, and unintended event causing injury to your pet.”

    Yet they are rejecting my claim!

    Please don’t bother with an insurance company who won’t fully cover you for accidents. I have had much better experiences with Pet Plan (which my dog is insured with), they have always supported us and paid out very quickly with no questions asked.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
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  3. Bex

    Personally had a very bad experience with this insurer after having had them reccomended and seeing lots of good things about them so am very dissapointed.

    Currently facing potential vets fees of £1500 with no support from insurance as my dog required emergency care and therefore i had no time to submit the pre-auth which apparently takes 48 / 72 hours to obtain. Now i have a nail biting wait to find out if they will help me, or if i will need to find the money i was expecting not to need to pay due to taking out insurance in the first place.

    Athough my dog was admitted for emergency care at 10am due to not being diagnosed, earlier at 2am the same morning his condition was ‘none life threatening’ purely because he was sent home incorrectly.

    Left me very out of pocket and wondering about the purpose of insurance for my dog altogether sadly.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
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  4. Neil Chivers

    I will be avoiding this company at all costs in the future. They have just refused my claim for treatment of my pet dog Ben after 12 years of faithfully paying monthly premiums. We sadly lost Ben due to a type of bone cancer last month, but because of a previous claim 2 years earlier which related to the removal a small fatty lump they then added an incredibly broad exclusion to his policy. The exclusion states that any and all forms of lump, tumour or mass irrespective of cause, type or diagnosis are now completely excluded from the policy and they have refused to honour the claim. Also watch out for the fact that with dogs over 7 years old you will pay TWO excess amounts (assuming that is that they actually approve your claim in the first place) – an initial £99 excess, then an additional excess of more than a third of the remainder which they call a ‘Co-payment’.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
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  5. Sam Gosnell

    Disgusted with the service from this insurance company. I submitted a claim for my dog; after much chasing and finally 19 days later they sent me an email. There were charges that they deducted because my dog has dared to live more than 10 years!! They would not pay for the out of hours vet fees ( how dare my dog be ill at 11pm on a Friday night). And so we were given less than 20% of the claim. Worst pet insurance company so do not bother to use them

  6. Gayle.finlayson11@btinternet.com

    Stay away. Watchdog is right. They don’t pay claims, they are uncaring on the phone. I rang in tear that my cat died and I got ‘OK. Will cancel the policy.’ My cats claim had been outstanding for 4 months without any word.
    My dog has been waiting for over 2 months to see if they will pay for scan. Think they are hoping he will die before they have to pay out. Never wrote any bad reviews ever but on a mission now with Animal Friends, should be called animal unfriendly.
    They are unethical and dishonest

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
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  7. Sue Allery

    I have had an appalling experience with this company. They will do ANYTHING to evade paying out. We lost our dog on 10 February 2016 due to a neurological condition that resulted in our old boy (12 year old Labrador) having to be PTS. He was in so much pain that even morphine wasn’t working. We paid the bill and put in a claim form to Animal Friends to claim the monies back. The responded by saying that he wasn’t covered for bone disease (he suffered from arthritis). My vet sent them a letter to this effect, which they ignored. I emailed them to ask for the courtesy of a response telling them that our dog was exempt from bone disease – he was covered for everything else. They now tell me that it will take a minimum of eight weeks to review!!!!!! They are dishonest, shifty and should be avoided at all costs.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet Insurance
  8. Sara

    Avoid Animal Friends, they’re making it up as they go along!

    Took out insurance, they had to be reminded to send the insurance documents – never a good start. Made a claim for a kitten with a parasitic issue. Animal Friends declined the claim, okay but to add insult to injury they added a disqualification on any future claim pertaining in any way to the digestive system! Complete madness given the condition has no long term effect – shows a lack of medical knowledge! Very poor judgement on AF who are clearly in the habit of covering their bottoms! They’re rubbish, those answering the phones sound like school children to boot! Cancelled my insurance with immediate effect.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    6 people found this review helpful.
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  9. Janet Brown

    I would not use again as they doubled the price of my cat insurance when he reached 10 years old. That is as well as adding that you have to also pay 20 percent of any claim as well. A cat is not that old at 10. Lots of cats live till 16 or 17. It is annoying to have paid all the years without a claim then they put it up double and 20per cent. Also beware of paying by DD. As they automatically put it up double and carry on taking payments from you unless you tell them otherwise.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): pet
    5 people found this review helpful.
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  10. Allan Armistead

    Animal Friends pet insurance are still making customers lives miserable and out of pocket when their pets are sick.. They use their terms & conditions to get out of paying out on a lot of claims.Even trying to say some illnesses are related to other problems that are in the T&Cs . I’ve been with them for over 4 years and pay nearly £50 a month for 2 German Shepherds. A month ago one of my dogs chewed his tail. So I took him to the vets and the vet discovered he has A nal Furunculosis which is a immune system problem. Animal Friends refused to payout on my claim saying my dog has behavioural problems which caused his illness. Which is completely untrue. Even on the refusal letter it stated his illness as A nal Furunculosis then the next line stated that this is a behavioural problem. Which they dont payout on. Even a first year training vet nurse would know this is a immune system problem. When I challenged AF about this they insisted that their assessors are vet nurses which I don’t believe at all. My vet has emailed them to tell them that they are wrong and my dogs illness is to do with his immune system Not a behavioural problem. AF have informed me that it’s going to take up to another 6 weeks to revise my claim. While all the time I’m having to pay for the vets bills myself. He has had 4 visits to the vets and I have only put a claim in for the first 2 visits so far .He is back in this week for more medication which I’m having to foot the bill for until I finally get AF to payout on a legitimate claim.
    If you want hassle free pet insurance. DO NOT USE ANIMAL FRIENDS as they have complaints about them Not Paying out on claims all over the Internet.

  11. Wunders3637@hotmail.co.uk

    STAY AWAY FROM ANIMAL FRIENDS.

    Total rip off. I’ve paid for 4 years insurance for 3 cats never made a claim, made my first claim last month has our cat had to have her ear drained total cost £324.00.

    Put a claim in got rejected has the skin inflamed she has had for the last 2 years caused the ear to swell up so they linked up the 2 as one condition and has the first condition was over 365 days since it started they wouldn’t pay out.

    So shocking when you consider £20 a month for 4 years insurance.

    PLAESE STAY AWAY

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    7 people found this review helpful.
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  12. David and Dawn

    We have been customers for years and lost William our cat in january.Wellington his brother died last week shortly after having a tooth out.Today Animal Friends tell us Wellingtons vet bill of £430 is not covered
    Being so upset and heartbroken already we did not know the small print said this as we have never been sent a Policy document
    AVOID THIS TOTALLY HEARTLESS COMPANY – THEY ONLY CARE ABOUT YOUR PREMIUM

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): PET
    6 people found this review helpful.
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  13. Liz Allan

    My 3 year old cat was diagnosed with bladder stones and they refused to pay her vet’s bill because 18 months previously she’d had a small bout of cystitis which was treated successfully in a couple of days with a short course of antibiotics. Apparently a “pre-existing condition” blanket covers the whole of the urinary tract, regardless of the problem, for the rest of her life. In my opinion they are just looking for any reason not to pay out. I’ve cancelled all of my policies with them and would advise anyone thinking of taking out a policy with them – DON’T.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    9 people found this review helpful.
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  14. CW

    Our westie had a growth removed from his jaw. Histology confirmed likely benign but advised that if there was a slim chance there was any cancerous cells the excision would have been completely curative since the lump was a hysticytoma and the cells do not spread. Vet confirmed this. Animal Friends have now excluded ALL COVER for any growths, tumours or cancers ANYWHERE on my dog. I asked them to speak with the vet who would confirm details above but they refused!
    PLEASE DO NOT USE THIS COMPANY!

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    10 people found this review helpful.
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  15. Rachel

    I have been unable to claim back £600 for X-ray costs! My dog has been now diagnosed with a ruptured ligament in his shoulder. Animal Friends have refused to pay back the X-ray costs claiming this is an ongoing condition. My dog had previously been to the vets for limping which included treatment for dry pads. Animal Friends claim I should have advised of the other conditions when taking out the policy.
    MAKE SURE YOU READ ALL THE SMALL PRINT ON YOUR DOCUMENTATION OTHER WISE YOU HAVE NO CHANCE OF GETTING ANY MONEY.
    I’ve been to numerous vets over the last couple of weeks and they all are aware of Animal Friends reluctance to pay out.
    USE ANOTHER INSURANCE COMPANY!!!

  16. M Oubhie

    AVOID these people. Any excuse not to pay out. Mine was that my dog took ill 3 hours to early and was still in the “Cooling off period”. They had however taken my first installment out of my bank but would not pay my £200 on my only claim as I was 3 hours too early. The staff were rude and patronizing and the manager still kept getting all my details wrong when trying to justify himself. Totally unprofessional so I cancelled straight away and now have a direct debit set up into a seperate account so I know my money is my own and will always be there for my dogs health.TUT TUT animal friends. Lots of bad reviews.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): pet insurance
    8 people found this review helpful.
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  17. June Abbey

    My cat Arthur has been ill for 8 weeks. So far Animal Friends have paid for his treatment. Tests have been unable to pinpoint what virus he has and he had hospital treatment for a week as he stopped eating and drinking. His vaccinations were all up to day and last year he had his teeth cleaned a a tooth removed which I paid for as dental treatment is not covered. The virus he has reacts with the bacteria found in a cat’s mouth to produce painful sore throat and mouth ulcers/lesions. He has also been constantly sneezing. The cure for this in 80% of cases, drastic as it sounds, it to remove all his healthy teeth so there is no more bacteria. All of a sudden the cure is now called dental treatment and Animal Friends have refused to pay. He could eventually die as there is only so much pain and discomfort a cat can take and he may stop eating again. The removal of all his teeth costs approx. £660. if he dies I get a pay out of £1000 as he is under 8 years old. Where is the logic?

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet insurance
  18. Brie

    Insured my boy (dog) with them on a lifetime policy as his breed is susceptible to heart conditions. Now he has a problem they’ve decided they won’t cover him for his heart. Truly despicable company. Would give them no stars if I could.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    13 people found this review helpful.
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    Value for moneyCustomer serviceNot RatedClarity of policy rulesNot RatedClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  19. Sylvia

    Avoid, avoid at all costs – claim sent 10/12/2013 and they say that they have not received it. I had been advised not to go with them but thought would give it a try. Should not have got insurance with them. The staff are mostly female and seem so kind and caring – this company needs looking in to. I suggest people who have problems contact Watchdog @ The BBC.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pets
    17 people found this review helpful.
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  20. Sally

    Unfortunately my experience is that they do not process claims when received but tell you they never received it. I had my suspicions this was happening, as prior to sending all claims by recorded delivery I had only 1 in 3 received first time. However 2 claims went to them in the same envelope (recorded delivery) and one they received the other they didn’t. Make what you will of that. They also always round claims in their favour – simple level 1 maths! Just think how many pennies they do this for daily. Mounts up – in their favour. They exclude items when they perceive the condition to be a different one to the one the vets diagnose. They do not allow faxed or email claim forms, so when your claim doesn’t get to them – or does and gets thrown away, you have to go through the process again. They also do not allow photocopies. So many admin problems. When it works it works like it should, but doesn’t work often enough.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet Insurance
    6 people found this review helpful.
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    Value for moneyCustomer serviceNot RatedClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionInsurance Company Ranking
  21. Michael Harrison

    Unfortunately one of my dogs became ill with ongoing kidney problems when the policy was up for renewal the price was raised from £21 to £54 per month.This was a for life policy.As I have 6 dogs insured with them I just could not afford this unacceptable increase.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): pet
    5 people found this review helpful.
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  22. Judy

    Animal Friends provided a brilliant, swift and painless response to not one but two claims in 3 weeks for my daft springer who decided that stones seemed tasty. Garden now completely stone free hopefully and all stitches removed….

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    3 people found this review helpful.
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  23. Savina

    I’m not happy with Animal Friends – as have found out they have changed my horse policy to lower cover and higher premiums without letting me know. They say its my responsibility to check my documents but it’s pretty fundamental? One assumes cover will continue unless otherwise advised surely? Customer service were not much help either.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    7 people found this review helpful.
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    Value for moneyCustomer serviceClarity of policy rulesClaims handlingNot RatedSpeed of claims resolutionNot RatedInsurance Company Ranking
  24. Nathalie

    I have a claim with them at the moment, they have requested medical histories from 2 vets. Both vets have now sent the data requested several times and still Animal friends claims department say they have not received.

    I have spent hours chasing animal friends, and also time apologising to my
    vets for having to keep resending.

    Either terribly inefficient or its a coincidence that 2 vets both have to resend twice/three times as data not received.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    11 people found this review helpful.
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  25. Mitsy

    Made a very stressful and upsetting situation a whole load easier by being so fantastic to deal with and I have been recommending Animal Friends all over the place to all my horsey friends and even people I don’t personally know (via Facebook posts, Horse & Hound etc.). Had it not been for her insurance cover I don’t know what I would have done. I will be shortly moving my other horse (currently with Pet Plan) over to Animal Friends.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Horse
    3 people found this review helpful.
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  26. Mik

    I had two perfectly healthy German Shepards and I was paying my previous insurance company approx £24 each per month to insure them but when the renewal came through they wanted to nearly double the premium! Hence I looked about for a better price and found Animal Friends whom was very helpful and insured my dogs for approx £13 each per month for much the same cover. Thats over a 40% saving on what I was paying without the hike in price the previous company wanted on renewal. Anyway come October my boy had a bit of a temperture for 4 days but still bouncing about as normal, but a visit to the vet was required as you could see something wasn’t right and was told it was a virus antibiotics and injection later we left but next day he was worse so ended up back and forth to the vets on many occasions over the next 10 days with him going downhill fast when all other avenues had been taken blood tests etc etc a scan was deemed needed and it was discovered he had a huge tumour that was inoperable and we had to have him put down which as you may expect wasn’t easy. But in all it ended up in approximatly a £2,000 vets bill which Animal Friends paid without any hassle whatsoever even though only with them for about 9 months. Then on top of that paid out his death insurance and cancelled all premiums from the date of his death NOT like most would do and carry on collecting until the end of the policy year.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): Pet
    9 people found this review helpful.
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  27. Dizzy

    Please type ‘Animal Friends Insurance reviews’ or ‘problems with Animal Friends’ into Google to see what a terrible time owners of older pets are having with this company. They claim to be ethical but are horrible when it comes to paying out on conditions on older animals. My pet dog died and I’m still too upset to write about it but I’ve been left in serious financial bother as Animal Friends made me pay a 35% contribution to the fees for his treatment as if your pet is over 8 years old you have to make a contribution (this is not made clear to you until you claim). Being left to pay this and the excess has made a very upsetting time worse as I owe a substantial amount in vets fees that I thought my insurance company would cover. I would score them 0 for everything if I could.

    Type of insurance (e.g. Home/Travel/Motor/Phone/Pet): pet
    17 people found this review helpful.
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  28. Judith73

    I’ve been really disappointed with Animal Friends. My dog got ill with an infection which took a number of visits to the vet to get sorted out. I made my original claim as soon as the condition flared up but couldn’t get a final statement from the vet for 4 months as the treatment involved multiple antibiotics. When I submitted my final claim it was rejected by the insurance company as was ‘over 90 days from first date of condition starting’. They refused to pay any of my bills. They only relented after numerous letters and phone calls and threats of taking them to the small claims court and paid 50 % of the claim as a gesture of ‘goodwill’. This is clearly a way of reducing their larger claims which tend to span longer time periods. Also, as my dog has got older they’ve hiked the monthly premiums to over double the original rate (up to £30 per month) knowing that it’s hard to switch insurance once a pet has had a condition as it is treated as ‘pre-existing’ in any new policy.

    12 people found this review helpful.
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