“Avoid like the plague. They try anything to avoid paying out a claim. Definitely don't use these they are completely unscrupulous we tried to put a claim in last year for our Cavalier King charles spaniel who was diagnosed with enlarged heart. Our dog was 12 at the time. We should of enjoyed our last few months of his life instead of fighting and getting nowhere. They should not insure dogs of an elderly age but instead took our money without question. He was put on medication. You only contact your insurance company when you have to make a claim.
I would advise everyone to stay clear of this insurance company...”
“Unprofessional. Lying and deliberate procrastination lied to me and my vetinary practice cancelled three policies today!! Will try any thing not to pay out been with the m three years small claim. SAD. Capt. T.W. Davis”
“Our dog was insured for 2.5 years with them and they refused to pay out on an operation to remove a lump as it had been over one year from it first being noticed. The reason it wasn't dealt with straight away was that the vet told me to wait and see if it gets any larger. They then cancelled the policy basically saying we want nothing more to do with you.”
“AVOID, AVOID, AVOID & READ THE TERMS AND CONDITIONS THOROUGHLY IF YOU DO BUY.
There are numerous points in the t&c's that could stop them paying out - beware!!
Mainly they don't cover Out Of Hours vets fees - unless the vet states it was a "life threatening condition" (after you've taken them in obviously and had a professional vet look at them). Owning a pet is 24/7 and so to put this clause in (and not highlight it in bold red letters when getting the quote) is quite simply not acceptable. Once the owner is aware that they won't cover out of hours ..... people will think twice to take their animal to the vets. People aren't experts and so how can they judge before they take them if it's "life threatening?
Also a lot relies on their own "vet expert" - so they may decide based on the vets notes not to pay out. This is also appalling - how can a vet expert sitting in an office decide against the vet who actually saw your animal decision?
Also that you need to phone for pre-authorisation if you think the bill might be over £1000 or again it could be refused.
I am going to submit a complaint to the Ombudsman as these terms and conditions are so unfair to the customer.”
“Not even worth 1 star. Avoid at all costs! They have declined my claim and passed it off as “pre-existing” despite the fact my vets have provided them with a detailed report confirming the health issue my dog has developed is a new issue not related to anything he has had in the past. Can’t wait to see what FOS think of this!”
“Do not use animal friends insurance. I insured my dog with them for years on there supreme cover and when my dog became ill they have a lot of fine print in there 50 page contract that gets them out of paying. They have no interest in your pets wellbeing.
waste of money”
“My 11 month old cockapoo was extremely ill, throwing up constantly. This was at midnight and i phonedvthe emergency vet. They were concerned and told me to bring her in. She was diagnosed with gastroenteritis, given a needle and medication. The bill was £315 which I paid and put the claim into animal friends. They paid me £39. I'm was shocked at this. The vet was afraid she would suffer dehydration so I spent the money thinking the insurance would pay most of it back. I'm going to cancel if they don't reconsider.”
“Avoid this company if you want your pet.
Absolutely disgusting company. I had a mistake to take this company as my pet insurance. My dog had a wound last year which cause him bleeding and after a year he had bladder stone. Now they refuse my claim to say that the bleeding last year was related to the stone bladder this year,no sign of any problem regards to bladder happened last year, very shocking as my vet twice send them letter to clarify everything for them. please please avoid this company. they will just rub your money. I have spent £1,800 only for the check up and now I have to take my pet to charity clinic for his operation as he need it urgently and I can not afford because of this untrustworthy company. save your pet and your money”
“Terrible cancelled policy with this company today..shocking treatment said looking into my claim as had looked at my information and said i declared that my dog was a cross bread and says on info from my vets jack Russel (no. Hes a border jack Russel cross) and also said as i said he was small dog said in 2018 he was 12 kilo which makes him med size... he was really poorly and we got directed to out of hours on a Saturday dog was in quite distress could not leave him all weekend...would not pay that cost... as previous person dog was muzzled as he had to go in on his own due to lock down. Vet he was not used to choosing to muzzle. They then said wanted me to give them info on how his behaviour was out of vets with orher dogs/people... and any incident against him..CHEEK. in the end my bill for £246 they awarded me £16. I phoned and cancelled there and then and like many more on this site will be going back to another more Known Better insurance company.. Avoid these people they are not bothered when you ring and cancel as others have said.”
I have been with this company for both my cats for a few years and renewed faithfully each year. They randomly put the policy price up for one of my cats despite them being no older and equally healthy and when I asked why they gave no reason just basically just said 'deal with it'.
We have just had one of our cats injure her mouth and break her tooth requiring surgery at a cost of nearly £600. Asked Animal Friends to pay out and they refused because they 'don't cover any dental work' (listed waaaaaaaaay down in the fine print along with many many other exclusions that basically covers everything you would reasonably claim for). What is the point of having insurance if they don't cover something as simple as this? I could imagine if she needed cleaning of something, fair enough but for an injury to her mouth which broke a tooth and needs surgery? That's basically the entire point of what any decent insurance should pay out for.
Spoke to customer service and was responded to by them repeating that it's not covered and giving no explanation as to why when I was spending so much on an inflated 'superior' policy. This was an accidental injury suffered by my cat, needing surgery, and should have been covered.
I am disgusted with this company and suggest you take the care of your pets elsewhere as this is a company that simply does not care about them and will most certainly let you down when you need them the most.
If you are with them I advise you to change providers now while you can.
Also if you want a genuine look at the reviews for this place, look to Google as TrustPilot is filled with artificial ones for them to plaster over their website. Don't trust any of them.”
“I have a 2 year old shi tzu who has a bad case of ear infection. He had to see the vets which costed 470 pound which we paid in full went to claim on insurance which only paid 70 pound. This company needs shutting down as shocking payout. The struggle for us to pay our bet bill was hard. Overall disgusting”
“My wife and I are sat here in tears, our friends whom are with animal friends want to leave asap. We had insurance we made a mistake and its only for 1k, this appears to be our problem with thought the wording meant 4k. Our 4 year Dashund went for boosters just over a year ago, vet went he as a creaking knee may get arthritis later in life, we thought nothing of it, he now has a problem with his leg and was refered to wear referals they have phoned and said his cover as been pulled 12 hours before his scan which is £1500 as this was a pre existing condition over a year old so no cover, we knew nothing of this so now have no option to put my best buddy in the world to sleep as I cant afford it, they said we can complain but we dont have time he is in pain, Animal Friends I think not. Feel like my soul has been ripped out.”
“Let's be clear, they are certainly not friends of animals or owners. Assumed dogs tumor was due to unrelated cosmetic condition (one they don't cover) despite vet stating it was nothing to do with it. They even scoured through pet vet history and found that a previous vet on occasion put a muzzle on our dog (his choice) and then they implied he was also aggressive!!! Avoid at all costs, I wish we had look more at the reviews on the Internet when renewing ( we were with for 4 years).... way mor negstive than positive.
Sadly our dog didn't survive, but they don't care.”
“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!”
“Referred to the ombudsman for being unashamedly difficult. Going against my vet's assessment so they can link two COMPLETELY UNRELATED conditions and avoid paying.
The vet is totally shocked by their 'assessment' but said "off the record" they're the worst insurance company and they get a sense of dread when a customer says they're insured with them because they'll do whatever they can to avoid paying.”