Firstly I am surprised that they score so high on Trust Pilot and so low here. Makes me question how they did this??? So the only thing I can say is AVOID AT ALL COSTS. They cause dog owners so much additional stress at a time when you are worried sick already about your fur baby. Pet Owners BEWARE If I could give this company a zero rating I would. Do not be fooled by the friendly, we care for your pet, marketing. They really do not! When you have a pet that is never or rarely ill they are could be fine as per my Border Terrier BUT BE WARNED if you have a pet with a lot of issues they try everything they can NOT to PAY. I have a Parson Russell, that is a longer legged Jack Russel breed. Sadly he has serious issues with his spine and now pancreatitis and along with that, his friendly and energetic lifestyle pre the spinal injury has led to a lot of claims. As a result of his bad experiences he is not best pleased at the vets but a super happy, friendly gorgeous boy who loves everyone and all dogs equally and just wants a good play session. Here is the RUB with Animals Friends. Every time we have a claim, they try to pull the dangerous dog card. They literally go back years on the vets records and say 'he had to be muzzled' 'is he dangerous' 'have you ever had an incident' 'your claim is on pause' any excuse not to pay. Three times I have had to justify his friendly character despite the fact that his illnesses have absolutely nothing to do with the conditions being claimed for. I have even invited them to visit us to see for themselves but of course they do no such thing and would rather prefer to stress pet owners out and try and avoid their obligations. WORST decision I ever made by moving to them and now I am stuck with them ! I am serious people, trust me, AVOID! I have had dogs all my life and claimed for all over the years with companies and have never experienced anyone as bad at this company. I have spoken to professionals in the animal sector and they are also all shocked.