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

“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

“Just to let you all know if you are considering taking out pet insurance with this company be aware they will not pay out if your dog is involved in a road traffic accident. Apparently, you have to foresee EVERY eventuality, EVERY possible scenario that may lead to your beloved pet getting hit by a car. The implication being you threw the dog under the car deliberately!! Well, policies have been canceled and complaints filed. This company is a disgrace and should be put out of business! Make sure you tell all your doggy friends!”

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Posted 5 years ago

“Like others have said when your dog is older they are basically not covered for anything. Something noted by the vet in the past will be used as an excuse not to pay, despite the vet confirming to me that they are unrelated. Policy cancelled now and money will be put away each month to use if required. Animal Friends is like a protection racket!!!!!”

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Posted 5 years ago

“I have been with Animal Friends since 2013. Initially they paid up very quickly however my vet submitted a claim in April 2018 and it STILL hasn't been paid! They said that they wrote and emailed me as the figures in the claim didn't match! Funny I never received either. The figures did mismatch because the claim handler at the vet had accidentally transcribed 2 digits but it was literally a matter of pence, they could have opted to pay against the lower amount but no! Eventually I asked the vet to resubmit the claim entirely. This was done in November and I have STILL received nothing from them. Who do you have to kill round here to get some money out of Animal Friends? As it is because my boy is now 12 they will be taking a hefty co-payment off on top of the excess. I am giving 2 stars because they were excellent in the past but no more it would seem. I am sorely tempted to cancel the policy altogether, the renewal premiums are exorbitant and if they don't intend paying out what is the point?Their loss! as the amount I would get IF they ever paid the claim is less than they would get in premiums this year.”

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Posted 5 years ago

“Excellent!! My dog required surgery. As someone who is with animal Friends ( and will stay with them) I have to say the entire experience was hassle free. When your pet is ill or has an accident it is very worrying. It is yet another worry wondering if the insurance will pay out. Not a concern with animal Friends. It was all so very easy - just as it should be. I have the lifetime policy. Thanks again Animal Friends!!”

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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

“Recently Had a claim with them, a few small deductions i am querying but overall a positive experience. Paid out in good time after receiving the claim. As with all insurance it is worth reading the General Exclusions in pol wording or phoning direct to ask if they cover specific things”

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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

“Our 13 year-old cat was treated by the vet for a tumour in the abdomen; unfortunately he did not respond to the treatment and had to be put to sleep. Losing a beloved pet is bad enough, but now AF have advised that they will cover only about 40% of the treatment costs, for reasons I frankly fail to understand. I have contacted them for their comments and await their reply. The policy is very long and long-winded, and it is doubtful if anyone would read it word by word, as like me they trusted that AF is an honourable organisation. I note that virtually all the reviews of AF on this website are complaints concerning payment - or more accurately non-payment. I also intend to speak to the vet for his comments. If we do get another cat we shall most certainly not be insuring with AF again. Our sadness at losing our little friend is now tainted with anger.”

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Posted 5 years ago

“Total scammers, no friends of animals, as with any insurance company use any excuse to not pay. They are no friends of animals whatsoever, just want to make money - disgusting company.”

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Posted 5 years ago

“This is an appalling company. I am so sorry I didn't find this site sooner. Paid a higher amount because my dog is 10. Very active dog. Last year when he had his annual injections the vet ask how he was in general, I said for an elderly dog he is ok but sometimes struggles getting over the door step. The vet made notes and said it he gets worse bring him back and he'll check him out. 12 months later my dog started limping, took him back and the vet checked him out after xrays he said his cruciate ligament was damaged. He was operated on and made a full recovery. The now say they will not pay as it should have been addressed 12 months ago. The vet wrote to them stating the comments are in no way related to this injury. Refused to pay. I intend passing this to my solicitors and placing a formal complaint with the Ombudsmen. Do not use t hem.”

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Posted 5 years ago

“Like many many others, I found that the company find a way of getting out of paying claims. Premium for my second dog became massive when reaching 10 years old so I reduced cover to accident only for £126. Renewal just came through at £328. That is a 160% increase in a year without any claims. They clearly only want your money, despite the company name.”

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Posted 5 years ago

“DO NOT insure "senior dogs" with this company I have been insuring 2 x dogs both now 10 years old with them for years. It is fine when the dogs are young but as soon as health problems due to old age arise suddenly you are handing over £90 excess PLUS 20% of each claim per condition. On top of that if your dog starts with a Lifelong Condition which, during the first months requires a lot of medication, vet visits for reviews plus physio or treatment, if you do not keep up with sending in Continuation Claim Forms in good time (because of all the travelling to and from vets etc) and decide to bulk up all vet fees in a Continuation Form - suddenly that claim form is not allowed because it is over 90 days! So whilst thinking that my dogs vet fees etc are safe - they are not. I do not mind spending money to make sure my dogs are well cared for but when you pay a lot of money for Premiums, then have to contribute 20% of each claim etc, you would expect every Claim to be accepted and paid. I am absolutely disgusted with this company but now my dogs are "senior" i.e. 10 years old with lifelong illness eg Canine Arthritis and Dry Eye Syndrom, I am stuck.”

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Posted 5 years ago

“Terrible experience when our flatcoat died of cancer of the blood vessel lining. He’d had a skin tag removed 10 months previously, mainly as a precaution and so we could test it. The vet concluded it was nothing to worry about but the lab didn’t absolutely rule out that it could be a low grade spindle cell tumour. Instantly, Animal Friends placed an exclusion on all future cancers and tumors, so when George got sick, they refused to pay for any xrays or scans, even though they acknowledged, in writing, that it was a completely new and unrelated condition. Ironically, if it was related there would have been a bit of money in the pot as we weren’t up to the condition limit, so they managed to wriggle out of paying out on both fronts. Despite trying to reason with them, they have just quoted large paragraphs from their terms and conditions, they are very quick to wriggle out of their obligations. I have a new puppy now and I am searching for a new insurer - will never use Animal Friends again, nor will I use anyone underwritten by E and L.”

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Posted 5 years ago

“Refused to pay out on first ever claim after 2 years with them ...... Do not trust anything they advertise....”

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Posted 5 years ago

“Terrible experience when I had to make first claim ever. Even tho I provided all the information and photos I was refused support and left me with massive dept, stress and disappointment. Avoid! Avoid! Avoid! I saw they have adds in tv now and felt terribly bad thinking that people will believe them and sign up.”

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Posted 5 years ago

“AF tried to link my dog's condition to something unrelated in my dog's history from five years ago so my claim was turned down. My vet wrote to AF explaining that it was unrelated but they still wouldn't accept my claim. There's clearly no point handing over nearly £26pm for insurance when AF responds like this so I've cancelled my policy.”

Helpful Report

Posted 5 years ago

“Very disappointed with abrupt,argumentative and rude attitude of the member of staff I spoke to when called to question my claim(only one in my dog's lifetime!) that they now refuse to fully cover even tho they made a clear mistake!I definitely won't use them again.They are cheap for a reason.”

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Posted 5 years ago

Animal Friends is rated 1.6 based on 583 reviews