Animal Friends Reviews

1.7 Rating 528 Reviews
16 %
of reviewers recommend Animal Friends
1.7
Based on 528 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 30th November 2021
Roger Rothery
Animal Friends 1 star review on 6th April 2021
Angela
Animal Friends 1 star review on 23rd February 2021
J Sewell
Animal Friends 5 star review on 15th October 2020
Paula Mccur
Animal Friends 1 star review on 25th September 2020
Paige
Anonymous
Anonymous  // 01/01/2019
Always paid quickly via pawtal. Very happy.
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Posted 3 years ago
I was with animal friends for 3 months when my cat got run down. I had only paid £15 to them in that 3 months but they paid out over £800 for treatment without any hassle or waiting, I was very grateful at such a worrying time. My premiums only went up £2 the following year, so far my experience with them is nothing but positive.
Animal Friends 5 star review on 15th October 2020
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Posted 3 years ago
I was nearing the end of my years insurance with Animal Friends- having made no claims. My 9 YO Cocker Spaniel developed an ear infection in May 2020 which proved to be very resistant to any antibiotic. I assumed animal friends would pay on insurance so went along with the treatment. I put in a claim for just under £700 which included multiple antibiotics, steroids, ear flushes and 2 ear swabs etc. This was declined on the basis that Oscar had had an ear infection in 2016 (nothing since). Stating this was therefore an existing condition. I feel very let down. I understood an ongoing/existing condition to be just that. Still under treatment and still ongoing. NOT something that happened 4 years previously and was treated and cured. I am really disappointed as they have now put conditions on my insurance which effectively bars me from getting any other insurance. Shame on you Animal Friends. Not good at all.
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Posted 3 years ago
I have been with Animal friends for 31/2 years. In the beginning there were no issues, always paid out at a reasonable time. Then payments started being reduced finding all sorts of reasons to cut paying. And now, well what can I say, it is absolutely disgusting. I constantly have to send repeated claims as they keep coming up with excuses such as , paperwork not filled in correctly or amount not correct then when they haven’t paid for a claim they ignore you. Even using the pawtal through the vets it’s exactly the same. I can’t go anywhere else now as my dog had diabetes and I won’t be able to insure him elsewhere. They should be ashamed of themselves Stay well away from this appalling company
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Posted 3 years ago
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...
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Posted 3 years ago
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
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Posted 3 years ago
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.
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Posted 3 years ago
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.
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Posted 3 years ago
Charged me two lots of excess for one condition. Was told less cover than I actually had resulting in my cats death. DO NOT USE
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Posted 3 years ago
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!
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Posted 3 years ago
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
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Posted 3 years ago
You said my cat is pregnant cause she’s been fat with skinny legs for ten years now... then make me wait for a response when I’m “first in queue”.. scam!!!!
Animal Friends 1 star review on 25th September 2020
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Posted 3 years ago
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.
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Posted 3 years ago
Extremely disappointed with this company having paid for insurance for two dogs for nearly 12 years with no previous claims. They have refused to cover my dog's arthritis which was diagnosed in April this year because 4 years ago, when visiting the vet's for a routine appointment, I mentioned that she had a stiff leg. Animal Friends have decided that her arthritis is therefore a previous condition and will not pay for any treatment. My advice would be to avoid this company when choosing insurance for your pets.
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Posted 3 years ago
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
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Posted 3 years ago
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.
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Posted 3 years ago
CON - DO YOU USE! 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.
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Posted 3 years ago
Exceptionally rude patronising customer service women. Made no attempt to help me shw made my decision to cancel with them an easy. I was only ringing regarding a renewal
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Posted 3 years ago
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
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Posted 3 years ago
I am very happy with the service my dog had a operation on his eye the vets was not going to except my insurance untill they realised it was through paw tall operation was done and was a success and my insurance never went up really happy customer
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Posted 3 years ago
Animal Friends is rated 1.7 based on 528 reviews