Name: Animal Friends
Rating: 1.64

“Had the same as all these complaints, they will not pay out on my £700 vet bill. FUNNY HOW ALL 5 STAR RATINGS ARE ANONYMOUS. COULD THEY BE WORKING FOR ANIMAL FRIENDS.🤣🤣🤣🤣🤣”

Helpful Report

Posted 7 years ago

“Well whot can I say having looked at all the reviews I wish I had read this before I took it on I am the same as everyone they will not pay out now my dog is very ill and I thought I had took a good incurance out when we took her to the vets for a lump on her head witch she had to have removed and found out it's cancer they will not pay out saying it's a on going condition whot lies what with the upset of hearing the sad news now the upset of them refusing to pay out I would never recommend them to any one they are robers”

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Posted 7 years ago

“Avoid this company at all costs. It looks really good value on the face of it but they will do anything to avoid paying a claim. They are refusing to pay for my dog's treatment right now. She had surgery costing £1,500 a month ago to remove a foreign body from her stomach and they are refusing to pay as she was treated for a slight sickness bug over a year ago when she was 8 weeks old. I now have an exclusion on my policy against any digestive health problems due to something completely unrelated to my claim. My vets are currently fighting with them to try and get my completely valid claim paid out. As soon as I can cancel I will be leaving this awful company.”

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Posted 7 years ago

“Been with for about 4 years paying just over 30 pound. Tried to claim twice. Declinded. Vets have advised any half decent insurance would cover a virus... but no not these guys. Watch out conmen. Go elsewhere”

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Posted 7 years ago

“I wouldn't recommend to my worse enemy. They may seem cheap but it's a false economy and their cheapness extends to their attitude, behaviour and their willingness to pay out on valid claims. My complaint regarding them is similar to others, they will take every opportunity, manipulating, deliberately misinterpreting everything and anything possible in order to use it as an excuse not to pay up. This is not only the opposite of treating their customers honestly, but it endangers pet's lives.. avoid all costs because once you have made a claim you are trapped because your pet has a pre-existing condition.”

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Posted 7 years ago

“Insured for many years with our dog, never had a claim or anything....Our Dog had a slight white patch approx 2-3mm in the corner of her eye, was not bothering her or anything not inflamed or weeping, just a visual thing that I had noticed. Well when she went to the vets for her annual booster and health check the vet noticed her eye , had a look and e act words was nothing to worry about will monitor it, no treatment needed ( I know this as asked for my pets records). Well this year she went for her annual booster and health check again, the mark had got slightly bigger but still not bothering her at all, this time the vet asked if we had insurance for her, to which we had so referred us to another vet.. To which this vet said cream for a month etc and come back and we look to see what we can do..Maybe just a simple operation but as it's not bothering her it may be not worth doing....We paid the vet ourselves for the immediate treatment and told to claim this invoice back and they will settle direct with the vet on the rest of the treatment.. However when we contacted to make a claim we was told the policy only carries a 365 day claim period from the initial contact and they are counting the examination saying no treatment required as the first contact even though the qualified vet said nothing required.....So even though the vet said nothing needed doing or treating they are saying this is the first contact even though nothing was required but at 380 days later it does count...So can't claim so even if your vet tells you not to worry about it no treatment required and we will monitor it..It doesn't matter you are not covered...”

Helpful Report

Posted 7 years ago

“Lets not get a good story get in the way of the facts. Cat: Burmese Male Name: Gatsby Age:Under 1 years old as provided by documentation. Cost £700.00 - Gatsby was a gift given by brother in law during his stay with us- proof of receipt declined by Animal Friends Pet Insurance. Cause of death: Assumed Hit by a vehicle. Body recovered and verified chip by vet. Claim submitted: Within specified time according to their terms and conditions. Reason Animal friends are refusing to pay: Gatsby was a gift and therefore has no value. Animal Friends insurance clause exactly as quoted by Animal Friends in their refusal to pay letter: "Section 2: Death OF Dog Or Cat From Accident Or Illness; 2.1 Cover We will pay a percentage of the market value, the price paid or the amount specified in your schedule (whichever is the lesser) if your pet dies during the policy year or is put down for humane reasons because of injury or illness that happened or started during the policy period taking into account age, breed and condition of your pet and as further detailed below:- Up to 1 year 100%" Please check out Section 2 but quoted further within terms is a declining scale due to age only. Refusal to pay quote within letter from Animal Friends Pet Insurance: "Regrettably, in view of the documentation provided in support of your claim, we consider the claimable amount to be £0 and therefore no payment is due." Phone conversation regarding the case: Since Gatsby was a gift in lieu of possible rent charged, it appears we have have suffered no financial loss in the eyes of Animal Friends Pet insurance. My View: If I were given a car as gift or even as a replacement for rent and insured said car was written off I would expect that the insurance company would pay out. If my house were a gift and I insured it and it happened to burn down then I would expect that my payment in advance to the insurance company would cover my loss. Further if I had received an object or a living creature (lets call it a donkey) and it had been vandalised or stolen, would the police be concerned that either I had paid for it or it had been donated as a gift? Whether I have worked hours and paid for the car or house or pet, or inherited or been given the same is irrelevant- if it is no longer there and available then I have suffered loss since it will cost to replace the loss. Effectively I am placing a bet- as here, I am betting our pet will die - the insurance company are betting it will not. If I take out life insurance then I am betting that I will die- if I take out a house insurance policy then I am betting my house will be destroyed but all will be OK since "I'm covered" and actually without hassle- why else would I pay for this policy? Regardless of the payment method, I have suffered loss and we won't go into emotional since it isn't covered in the policy- lets stick to the facts. So lets go back to section 2 as quoted by Animal Friends pet Insurance. "We will pay a percentage of the market value, the price paid or the amount specified in your schedule (whichever is the lesser)" Specifically lets discuss the term " the price paid" - do you see here the specific phrase as per terms and conditions "the price paid by you as undersigned"? No and neither do I. Gatsby dude I buried you myself in our garden in a pillowcase from my 9 year old son whose bed you slept in and woke with him every morning. Found you on the side of the road with blood on your shoulder drenched in rain with your fur matted- will miss you sitting on my shoulder like a pirate parrot curious about everything. Man I loved everything about you. Yes I'm angry but when it came to fulfilling a bet- Animal Friends Pet Insurance have massively let me down and added to the stress- I haven't finished with them yet. Buts lets deal with the facts T's & C's hope I covered them all and thats why this is going further.”

Helpful Report

Posted 7 years ago

“I took out their basic policy three years back. Bad move! My cat was very poorly over Easter with a viral infection and high temperature. He had to spend a couple of nights at the vets which, with a whole array of tests, meant a bill of over £1000. I foolishly assumed this was where my insurance policy would come in handy, but no. The vet's notes included a reference to gastro enteritis. As this catch all term has been used before (though without me claiming) Animal Friends turned down my claim. I pointed out that gastro enteritis is not an underlying condition, but to no avail. In effect if your cat has ever had sickness or diarrhea (and what cat hasn't) that's it. I've now cancelled my policy - why throw good money after bad? - and would strongly recommend that you look elsewhere for cover. Or put the premium money in a sock as at least that way you'll get something back!”

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Posted 7 years ago

“Changed my cover when my dog turned eight so I now have to pay 20% . It was not highlighted at the date of renewal. Also no dental or gum treatment cover.”

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Posted 7 years ago

“These guys are crooks, beware. I have been paying them for 8 years, never claimed anything off them. My dog got a cist just over a year ago, but it was tested and benign and the vet said since she is quite old and it is not causing her pain or discomfort there is no need to remove it, unless it gets infected or starts to cause her pain. A week ago it got infected, we now have to have it removed. The operation is quite costly and AF are refusing to pay. They added an exclusion for cists and warts so that when the policy renewed they would not have to cover the removal of the cist if it was required. Honestly shocked & disgusted that this is how they treat a customer who has been paying them for almost a decade.They are not cheap either. If you love your pet and want to make sure they are covered, stay clear of these cheats. I have paid them well over £3500 over the past 8 years in fees, which is significantly more than the cost of the operation. Disgusting. I was told had I removed the cist immediately it would have been covered, but why would I put my dog through unnecessary pain and discomfort at her age just to satisfy the requirements of the insurance company. I was also not informed of this at the time. I have lodged an official complaint and will be following up with the ombudsman. Save yourselves the trouble I am going through and find somebody else.”

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Posted 7 years ago

“My dog had an exploratory op on his paw under anaesthetic in 2018 after it became infected after a cut at the beach, my vet thought that there may be a foreign body in the wound. Animal friends refused to pay out as he had been treated for a 'pre existing condition'. In 2014 he was treated on a different paw for a small cut which I didn't claim for as it was so minor. My vet rolled his eyes when I told him and said that Animal Friends are a nightmare. He complained on my behalf as he said this was a nonsense argument. They have still refused to pay up. I have not made a claim in the 8 years that I have been insured with them. Be warned!”

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Posted 7 years ago

“I was recommended animal friends by college and at first impression everything was great, easy to set up, low policy fees and then my colleague had issues making a claim to do with a pre-existing condition. I called and spoke to a young girl who quite frankly I doubt had a single brain cell so I asked to speak to a manger and was eventually called back by a girl called Laura who said she was "Team Leader" if shes an experienced team leader I will eat my hat! She had no idea what was going on, no medical experience and quite frankly gave me the worst customer service I've ever experienced. My colleague was right, they do scam you out of money! Stay away from this company! They will scam you and not pay out.”

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Posted 7 years ago

“Even 1* is generous! Will use any trick to get out of paying a claim including not reviewing medical proof about the condition you’re claiming for! Avoid at all costs!”

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Posted 7 years ago

“When my dog was ill sent inappropriate emails so I complained. When my poor dog died, I was sent another very upsetting and inappropriate email. I again complained and was told that I have to wait 8 weeks for a response. I will NEVER use this company again, no matter how much cheaper they are as you will only know how good an insurance company is when you need them.”

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Posted 7 years ago

“Apalling company to deal with. Refused a small claim on a technicality. Hate to think anyone had a large claim. Switched from tesco last year to save a few pounds and wish I hadn't now. Luckily I can afford the vets bills but others wont be so lucky.”

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Posted 7 years ago

“Well all I can say is I wish I had read the reviews before I insured my dog with this nightmare company! My 6 year old labrador spent 2 nights at my vets after vomiting continually for hours. I am now over £1400 out of pocket because they will simply make any excuse to not pay out. I should have known because when my vet asked who I was insured with, he rolled his eyes and shook his head when I said 'Animal Friends'. He said they were pretty much the worst he'd ever known for paying out. Another vet I have spoken since said the same thing! AVOID!! I'd give them zero stars if it would let me. ps On a brighter note, thankfully my lovely lab is back to her bright happy self again.”

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Posted 7 years ago

“My cat had to have a blood test and I was going to go ahead with or without the insurance. My vet was helpful and called the company to ask if it'll be covered. The answer was yes. My vet took care of everything and sent off all the documents for me. 6 months later, I was told by the vet they were coming up with different excuses to refuse the claim. I was surprised to hear this as I was about to upgrade the insurance cover. They claimed they didn't receive the documents, although I received a copy at the same time. Then they started to say the insurance doesn't cover the condition because it's over 12 months she was first treated for the same condition (which I didn't make a claim for). My main complaint was that they should've told us this information when the vet contacted them in the first place. We wasted 8 months trying to chase the claim and having arguments etc. I tried to get my point across but it's just a waste of time. The insurance is cheap because they don't pay out. They make a business out of the pet owners who really care about animals and don't care about anything else. Nasty bunch of people.”

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Posted 7 years ago

“I was walking my Cockapoo in a park, decided to lead him up from the middle of the park to take home, something got him excited and he flew across the park to the road, and was clipped by a car. No real damage thank goodness but a £400 vet bill. We paid the excess of £100 and put a claim in for the balance. They will not pay it as our dog slipped the lead, I said that 99% of dogs are walked off lead in the park, and they said that if the dog was off lead that also is not covered. I said that dogs are walked off their leads as they need/enjoy the exercise, and anywhere, including beaches a dog is capable of running to a road, response was that the owner should at all times be in control. From my one and only attempt to claim I have seen that they are an absolute con company. You think that you have done the correct thing by being fully insured, only to find out that the policy is worthless. I wish that I had read others reviews 1st, this experience has cost me premiums paid to date plus £400 vets fee.”

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Posted 7 years ago

“This company pull on the heart strings of pet owners, and then when it comes to the vital period, where they should be supporting you, they end up refusing to pay out based on some legal technicality which is a long stretch from responsible, ethical or "friendly". Insurance companies are there to help you through the hard times (that is why we pay them so much money), and when they refuse to support you based on a stupid contractual technicality (because they can afford bigger fancier lawyers than you), then they don't deserve your custom, or anyone elses at that! Not to mention that fact that they weren't in a rush to do anything, which is really quite important when you are watching your pets vet bill rack up by the hour!”

Helpful Report

Posted 7 years ago

“This company pull on the heart strings of pet owners, and then when it comes to the vital period, where they should be supporting you, they end up refusing to pay out based on some legal technicality which is a long stretch from responsible, ethical or "friendly". Insurance companies are there to help you through the hard times (that is why we pay them so much money), and when they refuse to support you based on a stupid contractual technicality (because they can afford bigger fancier lawyers than you), then they don't deserve your custom, or anyone elses at that! Not to mention that fact that they weren't in a rush to do anything, which is really quite important when you are watching your pets vet bill rack up by the hour!”

Helpful Report

Posted 7 years ago

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

Animal Friends Reviews