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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Animal Friends - is that supposed to be ironic? My ten year old Viszla Lola recently underwent life-saving surgery to remove tumours from her intestine and spleen. It cost £3,500. My only comfort was that we were insured with 'animal friends'. That was naive. It turns out that because she had diarrhoea in 2008 (with hindsight, normal puppy stuff) and gastro-enteritis in 2009, that there is an exclusion on her policy relating to 'digestive system'. I naively assumed that this meant further diarrhoea or gastro-enteritis. How very naive. Apparently it covers any condition relating to everything from the oesophagus to the anus, including the spleen (I had no idea this had any function in digestion!!!). I've of course spoken with them. They feel the exclusion is entirely justified. So we get to pay the £3,500 ourselves. Either that or we should have let her die. So not really 'animal friends' after all then. If you are unfortunate enough to be insured with these people, check your exclusions - every year. Ask for extensive details, I suspect you'll be surprised how little cover they provide for you yet how much they cover themselves. I've now asked for a list of conditions our policy will cover - I suspect it will be much shorter than the list of exclusions. Alternatively, just go elsewhere. Petplan, whilst more expensive, were far better. My vet groaned when I said who we were insured with. I now know why.”

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Posted 7 years ago

“25% increase in policy cost after the first year, absolute rip off, I've made no claims and details have not changed. Disgusting.”

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Posted 7 years ago

“I wish I could give this zero stars. My cat was injured with a 4inch wide open wound going right across his neck. This happened on a Saturday night, so I was forced to take him to an OOH emergency vet. Upon putting the claim in they have refused to pay this portion of the fees as 'it wasn't life threatening' My vet has written then a letter stating is was essential to visit the vets that evening as Max would have been suffering immensely and if left til Monday could have had serious complications. However they continue to contest and I've had to pay this out myself. I'm not exactly sure how I was supposed to know that he wasn't going to die from this neck wound🤔 So in summary, if you want your emergency treatment paid for DO NOT choose animal friends!”

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Posted 7 years ago

“**** AVOID AVOID AVOID **** Wanted to give no stars but that’s not an option ! Please avoid. Disgusting company. Will do their utmost to avoid paying a claim. Smart claims handler who didn’t have a clue what they are talking about! Every claim I have made they have tried their upmost to pay as little as possible .Also will delay pay out with unnecessary questions that are not relevant to the claim.Ask for details of the money they donate you won’t get any .”

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Posted 7 years ago

“First claim in 3 years of paying premiums - increasing year on year !!!!! Because the nasal discharge was caused because of his teeth - they have declined the £374 claim - in the small print dental treatment is not covered . This is a total rip off and they DO NOT care about our animals at all. All they care about is the high premiums we have to pay (really not sure what I'm covered my dog for) ????????? Needless to say I have cancelled my policy. I am taking this further”

Helpful Report

Posted 7 years ago

“I have had insurance with Animal Friends for my cat and dog since 2015. I have never claimed until my cat has suddenly become ill over the last few weeks. When support is required the Company seem sadly lacking and very adept at declining claims. Consideration of the animal seems to be the last thing on their mind. In order to get the claim paid I would need to subject my cat to an invasive operation for a full biopsy and they are not prepared to accept a statement from the vet and lymphoma specialist to confirm the condition. Perhaps if the cat passes away I could have a port mortem and prove the condition but there is probably an exclusion for that too.”

Helpful Report

Posted 7 years ago

“Beware this company has the following get out clause which means you may not get paid your full claim. 1.2 Specific Conditions 1.2.1 Level of vet fees allowed: We reserve the right to obtain a second opinion from our vet advisor where we consider: • Vet fees charged appear greater than conventional fees charged by an attending referral practice; and/or • Treatment received may not have been required or may have been excessive when compared with treatment conventionally undertaken by an attending referral practice. There is a total lack of transparency on what limits are being applied and furthermore the limits are decided by a veterinary advisor in Animal Friends employment, which means that the amounts are biased in their favour. This not acting in the customer’s best interests who may end up paying more in the course of Veterinary Treatment for their Pet, as in my case. My Dog Tzu-Chi was referred to the Royal Veterinary College Queen Mother Hospital for Sick Animals by Foxgrove MediVet as they were unable to diagnose what was the underlying cause of his life threatening and eventually ending Breathing Difficulties. Because his condition was life threatening and also an out of hours emergency where veterinary costs are much higher, and due to the fact he was looked after in an Intensive Care Unit where costs would again be much higher. I strongly believe that the costs incurred to treat him were fully justifiable and due to the intensive level of care he was receiving, would have been much higher than the limits for treatment being unfairly applied by the Animal Friends Veterinary Advisor. I will be referring the matter to the Financial Ombudsman.”

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Posted 7 years ago

“Terrible company - rip off!! My poor sister used these, I have recommended Pet Plan, who I use, so much better.”

Helpful Report

Posted 7 years ago

“Wow. Is there anything they won’t try to wriggle out of paying? Take this advice - put the money aside in savings. Then at least you’ll have something to put towards vet bills. Charlatans.”

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Posted 7 years ago

“Insured with them for years had to make a small claim and they refused to pay”

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Posted 7 years ago

“Our dog had a minor throat upset after running into a tree branch. After vet visit (£200) Animal Friends (the irony) said the vet had named the breed of our dog slightly different and our premium would have to increase by almost 50%! Our vet immediately said it was a mistake, put the breed as originally claimed and sent details to AF who then wrote to us weeks later to say our claim was now outside of the time limit! Avoid this company - as one other reviewer said, almost 55% of reviewers give this company one star! Says it all.”

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Posted 7 years ago

“using dental issues to get out of paying claims, even though dental problems was not the conclusion. Beware of this company, read all others reviews from other websites before purchasing any insurance with them”

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Posted 7 years ago

“My dog has to have 2-3 inches of her lower jaw removed, she has a benign cancer which is in the jawbone , animalnotfriends wil not pay using the “any dental or gum treatment”; when is the jawbone part of the gum or teeth, Beware by their definition, any problem involving the mouth even not teeth or gum related and you’ve had it, Avoid like the plague”

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Posted 7 years ago

“WOW, doesn't seem to be any reputation management here, this score is more representative of the service you will get from this terrible company. I give ZERO STARS, IN FACT, A MINUS FIGURE WOULD BE MORE ACCURATE!!!!!! 53.25% of people rate this company 1 star.”

Helpful Report

Posted 7 years ago

“Recently my dog refused a ear pollop removal ,as apparently he had an ear infection in 2016 before I took out a policy with animal friends , now looks like my dog will have to be put to sleep as I can't afford £2000 operation , i have never claimed for him and when I need help they fob me off ,devasted and angry ,stay away at all costs”

Helpful Report

Posted 7 years ago

“never use them! dog got killed outright in car accident ....wouldn't pay a thing said it was our own fault ! shocking company avoid !”

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Posted 7 years ago

“Been great for us- two cats who cost altogether about £9k last year. Claims were settled direct to vet practice and specialists Premiums obviously increased which I expected but not massively that we can't afford it- so glad we have this insurance”

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Posted 7 years ago

“Beware the small print, Animal Friends deduct excess twice if condition carries on into another year e,g, I was paying £43 per month with an excess of £99., I had superior plus lifetime cover. Pet was Ill in May , policy automatically renewed 31st May, pet was treated for same condition in June so had to pay excess twice which was £198. Better off to insure pet whilst young, paying the low cost to draw you in. Meanwhile put money away each month, end insurance when price rockets and continue to self insure. Pet insurance is a racket designed to rob pet owners and make certain people very rich.”

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Posted 7 years ago

“Was going to take out a policy today but the reviews are a horror show so i will stick with Pet Plan.”

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Posted 7 years ago

“Animal friends come across as a very caring company who donates to Animal charities. This is how they attract their customers. In real life the staff are uncaring robots, untrained to check records and have no compassion for the sick animal. I shall be moving all my pets elsewhere. Also check the small print with senior policies.”

Helpful Report

Posted 7 years ago

Animal Friends is rated 1.6 based on 583 reviews