Animal Friends Reviews

1.6 Rating 583 Reviews

15 %

of reviewers recommend Animal Friends

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1.6

Based on 583 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5

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Animal Friends 1 star review on 12th June 2025

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“lost my dog on the 1st of June she got put to sleep rejected my claime I thought are you messing just lost my dog how can this been It says in black and white up to £500 now I'm not expecting all of that but definitely some back £680 ...plus a week before out of the blue insurance going from £32 to £100 month been paying insurance from 10 weeks old never though on the death of my dog the insurance would let me down vets rip off and insurance rip off too greedy people in my appinion don't care about animals 🙏 rip molly”

Helpful Report

Posted 1 year ago

“There is no reason whatsoever to use this insurance company.. This is more akin to embezzlement than insurance. Annual premium increase with no justification of 2.3 times to £690 per year, or roughly the same as house insurance!!!!! Limit of £1000 pay-out annually, less 20% for no clear reason, less an excess £99, leaves a paltry sum paid back once the premium is subtracted. We called them and the receiver sounded like we just woke them up. If anything serious happens requiring thousands in costs you will see a tiny, tiny fraction of it back, but looking other reviews here I would guarantee anything from this bunch of.........”

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Posted 1 year ago

“Although our dog has always been insured with animal friends they declined her ear infection treatment due to saying it was pre existing. This was because we were insured with them we paid ourselves for previous treatment.”

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Posted 1 year ago

“I've been with animal friends since I first had my cat. I have never made a claim. Now that my cat is 10, the new annual policy is £300. I have to pay the first £200 of any insurance claim, plus an extra £20 percent. I thought they were loyal like I was, but they just want to get rid of me, now that my cat is 19. It has all been a waste of my time and money.”

Helpful Report

Posted 1 year ago

“Should be called Animal Enemies! I have held a policy with them for nearly 12 years for my GSD and in that time, have never claimed! They recently contacted me about stopping the policy I had as it was no longer relevant to the market, leaving me to find new cover for an ageing dog, when he needs it the most. As you can imagine, instead of paying £16 month as I have for the last 12 years, other insurers now want nearly £100 a month due to his age!!! To cap that, he recently had a check over at the vets before the policy finished and they noted he was starting to struggle with Arthritis (a common issue for GSD, especially at his age), but they declined the claim as it was first noted by the vet in 2020 when we were told to keep exercise light, which is hardly "treatment". I think they have an agenda and policy here, and it would be interesting to hear of similar situations. I will be reporting to the ombudsman accordingly.”

Helpful Report

Posted 1 year ago

“My small dog has been insured with Animal Friends for 12 years and only had one small claim. As she has got older, the premiums have significantly increased and this year they have doubled the premium. This has made it unaffordable at the time she is likely to need it most. Shocking discrimination against older pets.”

Helpful Report

Posted 1 year ago

“READ YOUR POLICY!!!! Unfortunately my Partners 17 year old Staffy had to be put to sleep because he collapsed several times and could not get up. We rang our local Veterinary Practice where Jack was registered but they did not do weekend call outs, but they gave us a phone number for an emergency Veterinary Practice letter "Dignipets" we called them and they came out to see him at our home. The Vet who attended was very Professional and Sympathetic and explained that it would be best if Jack was put to rest, he talked us through the process and Jack passed away very peacefully in his favourite place on the settee. The Total cost for their services was £420 ( Home Visit £155 + Out of hours Fee £160 + Consultation Euthanasia £40 + Euthanasia £65), the Veterinary Practice were very good and sent the invoice to Animal Friends on our behalf. We received a letter from Animal Friends stating that they had accepted our claim and that we had Claimable Costs of £265 (Maximum of £200 for Emergency costs and £65 Euthanasia) From the £265 they then deducted £99 Policy Excess and a 20% Co-Payment fee, so the total payable would only be £132.80. My Partner had taken out the "Superior Plus" cover and was now paying £81.11 per month (Last years monthly premium £52.98) she had never claimed on the Policy and was not really sure what costs she was covered for, "MAKE SURE YOU READ THE POLICY BOOKLET AND THE ADDITIONAL SHEETS YOU RECEIVE". I will be making a complaint to Animal Friends and the Financial Ombudsman regarding the reductions they have made to the total claim costs and the fact that they set maximum category pay outs. I enquired with our local Veterinary practice where Jack was registered, how much they would have charged for the treatment, they informed me for a Week day call out (Not weekend) the cost would have been in the region of £680. This means that we would have been even further out of pocket, I will be asking why there is such a disparity between the Veterinary charges and why the insurance provider manipulates the costs down with various caveats to their policy, and who sets the maximum treatment pay outs, are they saying that the Vets are over charging, surely the Insurance pay out should be in line with what the Vets charges.”

Helpful Report

Posted 1 year ago

“They were quick setting up my account and helping me to get the right insurance for me or so I thought. This was done over 7 year's ago . I just lost my dog and found out there not paying out. we thought were covered for our dogs death upto £750 , That’s how it was worded in the policy, look at all the documents. it was different in the small print, i received a email saying sorry for your loss, after all the year's being with. I cancelled all remaining policy’s for my other GSD. Got them insured now with a other provider cheaper. AVOID THE CON!”

Helpful Report

Posted 3 years ago

“Been refusing a pay out after saying it was linked to a previous claim despite our vets contacting numerous times to tell them they were two complete separate illnesses. Have been fighting a pay out for a year now with no communication from animal friends as to what was happening leaving us completely in the dark. They’ve stated they need more evidence but when asked what evidence they needed nobody actually knew. Shocking company who avoid paying out as best they can, with terrible communication.”

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Posted 3 years ago

“I had a very traumatic time when my 5 y/o rescue chihuahua died in my arms from undiagnosed heart failure recently. Although paying my premium for over 3 years they have done everything they can to wriggle out of paying my vets bill. They firstly argued that they had no medical history but he was a stray. Then although it clearly says in my policy individual cremation is included apparently my vets used their own people so I'm expected to pay for the cremation. Not only that they have sent me a email informing me they are cancelling my other dogs insurance absolutely shambolic wouldn't recommend them to anyone”

Helpful Report

Posted 3 years ago

“Animal friends and parent company Red sands insurance who are based in Gibraltar(tax avoidance) are complete sharks. They downgraded my policy reducing insurance cover without advising me and added a supplementary 20% claim costs again without advising policy holder. My dog needed mammary cancer cists removed and they would only partially pay out leaving me £2700 out of pocket. Complaints to them are rejected on principle and calls are never returned. Despite over three hours of phone calls on this topic it’s now with financial ombudsman looking into their fraudulent acts of policy changes. It’s like taking out comprehensive car insurance and only getting third party cover in return. Would recommend NEVER use this company.”

Helpful Report

Posted 3 years ago

“Refused to pay out saying that they don't cover dental but my vet didn't even claim for dental, the claim was for tonsillar cancer. I do not need this added stress when my dog is dying.”

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Posted 3 years ago

“Disgusting, wouldn’t pay out, I have been paying for over eight years and never claimed. Now I have a small claim off the vet for £1500. Avoid at all costs.”

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Posted 4 years ago

“AVOID AT ALL COSTS. They take your money and when you put a claim in its rejected, even though I had rang up and made sure it was covered. First excuse was that it was a pre existing complaint, even when they had proof with history via former vets, and dog passport. I was then told categorically that the history and passport clearly state the condition of THEY DO NOT AS IT WAS NOT A PRE EXISTING CONDITION. So they lie to you and do not seem to have any qualms in ignoring the truth. They did however make this statement whilst the call is Recorded, this means that the reasons they have given me are false for not paying the claim. I am sure the relevant departments will be looking to get out of this situation, however, a couple of daily newspapers are extremely interested in this, as Animal friends are the only animal insurance company to make a profit last year I am informed, and have (despite their claims) a lower payout than a few of their competitors. I also bet a manager calls me now, they have not bothered to try even a repeated requests. Finally sorry for the rant however it was to give a clear and honest picture. Did I mention the FSA can give unlimited fines and impose strict rules when a company has been shown to be deliberately not paying and lying.”

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Posted 4 years ago

“Do not use this company. If you have a policy, cancel it immediately. Dishonest company that try to avoid paying all claims. Go somewhere else.”

Helpful Report

Posted 4 years ago

“We have been paying for pet insurance SUPERIOR COVER for our Dog Ruby for 4 years. In March this year she was diagnosed with Damage to her Cruciate Ligament to her right rear Knee. I phoned Animal friends to inform them of this, I was disturbed to be told that " Looking at the policy, she SHOULD be covered for this". I said to the woman on the phone that my dog is covered for £2000, what do you mean SHOULD? The woman couldn't answer me and said I need to ask the Vet to request Pre-approval because the cost would be over £1000. The Vet sent the request on 26th March, we have heard nothing since and Animal friends won't answer the phone, (Probably blame covid) like every other chancer in the UK. It's now Thursday 22nd April and my dog's operation was due tomorrow, Friday 23rd April. We are absolutely disgusted with this, and our dog has to go without her operation that she badly needs, we can't afford £2000, that's why we took out the insurance for problems like this. I should have took more notice of the reviews for Animal friends as a lot of them have had bad times with them not paying out. I have cancelled the direct debit now as it seems the policy is not even worth the paper it's written on. THE GOOD REVIEWS ARE MOST LIKELY ADDED BY THEMSELVES. IF YOU LOVE YOUR PET, AVOID THESE RIP OFF MERCHANTS, THEY WILL DO ALL THEY CAN TO GET OUT OF PAYING FOR YOUR PETS CARE. Animal friends, Don't insult my intelligence by replying with a generic answer to this review. I DON'T WANT AN ANSWER, WE ARE FINISHED WITH YOU. Man up and do what people are paying in for years for. YOU SHOULD BE ASHAMED”

Helpful Report

Posted 4 years ago

“What a con, had to put dog down for medical reasons costing me £100, excess = £99 with %20 co-payment charge on the £1 remainder which means only 80p is returned. What a absolute joke of a company, spoke to advisors who were useless and gave the wrong information\missed out the info I needed twice. Will never use them again. Be warned. Seems when others have put in a claim, that they will find the slightest thing in a pets medical history to try to link to the existing condition and call it a pre-existing condition so they don't have to pay. Typical insurance company just with a pretty website. No doubt will be given the standard response from them. Find a decent pet insurance company, avoid these clowns.”

Helpful Report

Posted 4 years ago

“Like the other readers dont bother with these cowboys. On the surface nicey, nice but underneath ruthless money grabbers. I wont say why but do not bother with these. They like to threaten, change wording and rob people. seriously stay away and pay a bit more with a reputable company.”

Helpful Report

Posted 4 years ago

“My rating would be no stars however the lowest this allows is 1. This company are your typical insurance con outfit. My dog was very ill with several issues having to be dealt with at same time....final bill over 5k....my 'Prime' policy had maximum allowable payout of 2k....however these con artists dug thru yearly vet check ups etc and cited an instance several years ago where as a responsible pet owner....when vet asked if i had any thing i wanted to check i mentioned my dog had vomited....i was told just to monitor but like babies these things happen likely passing bug and nothing to worry about. As a result these thieves have refused the claim stating my dog had a stomach issue from several years ago.....they wrote the full claim off even though there were other issues which included Pneumonia and a spinal deformity. Please beware of these people....they care not about your pets welfare or providing the assistance that you would expect. They will find any excuse to refuse a claim. There are far better providers out there who really do want to provide cover that you pay for and woulc expect. Dont say you havnt been warned.....these are insurance scammers.”

Helpful Report

Posted 4 years ago

“This is not insurance. They do absolutely everything to avoid claims and will exclude anything that they think is remotely connected to a claim you may have had with them or any others in the past. The first loss escalates with age of pet rapidly. They are awful at communicating with vets. Just avoid this company.”

Helpful Report

Posted 4 years ago

Animal Friends is rated 1.6 based on 583 reviews