Animal Friends Reviews

Name: Animal Friends
Rating: 1.64

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

“Animal friends provide a disgraceful service and I would strongly recommend pet owners to avoid them at all cost. They are excellent at creating loopholes to avoid making payments and their complaints department is useless, arrogant and rude. Hopefully all these bad reviews will eventually lead to them being put out of business.”

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Posted 4 years ago

“Calling a car accident a "pre existing condition" is neither truthful nor honest. For people that want cheap insurance there is "animal friends" for REAL life there is the Ombudsman who can hopefully get this skinflint company to pay out! Do NOT use them, pay a bit more and actually get a service....”

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Posted 4 years ago

“hidden deductions I accept an excess payment, which is standard for insurance claims But "co-payment"? Sounds so cuddly, but just another way of getting money from people Would not use them again”

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Posted 4 years ago

“Avoid at all costs. I should have read more reviews before taking out this policy as there are a huge amount of terrible ones. We had some small lipomas on our dog looked at years before taking out the policy. Several years later after having the policy for a couple of years my dog developed a couple of lumps (not near the existing lipomas that had never been an issue or grown in size) these new lumps were growing and would need removing. Although I thought they may reject the pre authorisation because he had had previous lumps checked I did not expect them to then put an exclusion in my policy meaning that he would not be covered for any tumours or cancers! After calling them it was clear that they wouldn't change their minds as they can do what ever they like. I inquired if they would reduce the price of the premium as they had decided to reduce the service they were providing me, only to be given a firm NO and that they wouldn't discuss it. If this company had an honest bone in their bodies they would change their name from 'animal friends' to 'screw your pet we only want your money'. It would be far better to pay a little more for your policy and go with a decent insurer as their insurance isn't worth the paper its printed on! 1 star review is far too generous!”

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Posted 4 years ago

“Pretty much the same as everyone else reviews. Put a claim in, they refuse then put an exclusion on your policy to prevent further claims. Happy to take the money each month but not to pay out when you need it. AVOID THIS COMPANY AT ALL COSTS!!”

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Posted 4 years ago

“Awful company, Ruby our Staffy died from heart failure yet animal friends, against our vets advice decided to take upon itself that Ruby died from a pre existing condition.... A lypoma yes a unharmful fatty lump, so with them never seeing Ruby they thought they knew more about my dogs health than my vets and I, please if you have any sense avoid, avoid avoid, they are very condescending and have no empathy. If one person reads this review and looks elsewhere I may just may cheer up a small amount, If your pet for eg hurts her foot/leg when she is 2 years old and later in life suffers problems with said leg, sorry not covered pre existing condition and 365 days have elapsed, disgusting.”

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Posted 5 years ago

“Paid out for TPLO surgery with no questions or issues at all. I would say if taking out insurance make sure you do tell of any vets visits, it won't necessarily put your insurance up, but logs whatever was treated.”

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Posted 5 years ago

“The worst insurance company I have ever dealt with. They acted against how the vet filed the claim following the death of my beloved cat. Appalling customer service and exceptionally patronising. Lodged an official complaint with the Ombudsman”

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Posted 5 years ago

“Just cancelled my policy with animal friends,our dog needed an operation on his eyes they refused to pay out saying the dog was born with this condition,would not recommend this insurance,waste of money”

Helpful Report

Posted 5 years ago

“The company does everything not to pay you, it combines, extends the time so that you do not deserve anything. Avoid from afar. It is better to insure in another more expensive company. They are very dishonest, I do not recommend. Never again.”

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Posted 5 years ago

“Like other customers comments we have insured our dog for 8 years with animal friends never made a claim - he needed a scan for a bad leg and the claim was declined on a technicality as he had seen the vet in the previous year for a limp despite being insured with them the whole time - would never trust them again with one of our pets - they weren't there when we needed them as they should have been - be careful out there is all I can say look elsewhere would be my advice”

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Posted 5 years ago

“Awful company. Had policy for 5 years, but they refused to pay out on a ruptured fatty lump. They say they're not paying out because we noticed the lump 18 months ago and apparently we only had 365 days to have the lump seen to. Our vets advised against surgery due to the dogs age but after 18 months it ruptured and needed attention. That's when this company drop in the 365 day rule and refuse to pay out. We now have a £500 bill. Policy cancelled. Avoid this company like the plague.”

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Posted 5 years ago

“Would not pay claim .. said it was pre existing condition , my vet even rang them to challenge them .. They ignored him .. Took my money for 8 yrs with no other claims the number refused this one . Rude and condescending.. AWFUL AWFUL AWFUL AWFUL .. Stay well clear”

Helpful Report

Posted 5 years ago

“I wish I had read the reviews before taking out insurance with this company. My old dog had a benign mass on his chest and due to the location he cut it, cut became infected and the infection went into the mass which needed to be removed. Put in a claim but declined as although I had premium cover to cover for pre-existing they dug up some fine print exclusion to avoid paying and declined the claim. Avoid”

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Posted 5 years ago

“We have paid insurance for our four dogs for many years, without a claim. In the past year we have had to make three claims. The first was for an operation to remove a mammary mass. We received about half of the cost, but were told that any further recurrence of the condition would not be covered. The tumour was found to be benign so this was totally ridiculous. More recently, one of our older terriers has had a crisis with a heart condition but Animal Friends had refused to pay anything towards her care. They are probably the worst insurance company we have ever dealt with. No more money from us and I would strongly advise to look elsewhere.”

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Posted 5 years ago

“Shocking company! Do not use!! NOT Recommended!!! Paid over £1200 in insurance policy fees over 4 years because we chose a premium policy thinking we were doing the best for our dog. Premiums rose every year despite no claims. We recently claimed for the first time and it was any pathetic excuse to send the claim back to the vet and 2 months later they awarded 1/3 of the claim... £150. We had to fight to get that!!! Got a 2nd smaller claim waiting for monthly meds as the issue is going to be a long term condition, however I'm waiting to see how many creative ways they can come up with to wriggle out of paying!!! They are quick enough to take your money but will not pay out when it is needed. I think they need to remember they are being paid (a lot) to provide a service instead of acting like they are doing the customers a favour by dishing out an odd payment and expecting us to be grateful. I am furious with this company and there is a complaint ongoing. I consider myself to be completely out of pocket as I would've been hugely better off saving the money in a bank account. There is no way we will ever get anywhere close to the premiums we have paid in and I get that most of the time insurance is throwing good money away on 'what ifs', but come on... ur happy enough fleecing the customers with over inflated premiums! Dreading how much they will go up on renewal!!! Better off saving it yourself and cutting out these con artists. Even our vet said they were by far the worst company they have to deal with. Wish I'd seen this review page before I took out our policy. Do yourself a favour and dont touch animal friends with a barge pole!!!”

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Posted 5 years ago

“VERY POOR - Please do not take insurance with animal friends, if your pet has had anything previously the matter with it then this is basically classed as a pre-xisting condition even if they are not linked...”

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Posted 5 years ago

“If I could leave no stars I would. They have been taking payment for my beagle cross for nine months. Come to make a claim and because I said he could be a different breed due to his height,they told me they don't insure foxhounds as they are a banned breed. Biggest liars I have had the displeasure of dealing with in years. Cowboys of the worst kind. DO NOT GIVE THEM YOUR MONEY.”

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Posted 5 years ago

“I have been a loyal customer for 10 years and I can say they have gone downhill. I have had cause to contact them twice in the last 12 months and both times have been thoroughly disappointing. The first time was for my 'elderly' dog of 10 years for whom they only paid me a percentage of the cost. The second for my cat who I had to take to the out of hours vet. She had severe diarrhoea and was floppy and deteriorating. the cost of the vet was £316.42 yet they only paid me £70.95!!! I have a Superior Plus policy yet they gave me £70.95. I think I am paying my money for no benefit, they like to take the money but not pay it out.”

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Posted 5 years ago

“On line quotes do not highlight the clauses and claim deductions on policies. For pets over 8 years good example 20% deducted from the final vets bill.no death payment, no cremation payment. No blood samples paid.excess on policy is £90.”

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Posted 5 years ago

Animal Friends is rated 1.6 based on 583 reviews