Animal Friends Reviews

Name: Animal Friends
Rating: 1.64

1.6 Rating 582 Reviews

15 %

of reviewers recommend Animal Friends

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1.6

Based on 582 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

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“I am left aghast at the laughable level of service provided by this company whilst I have been a customer. From manipulating situations to avoid paying claims, displaying a distinct lack of empathy during customer interactions, to an embarrassingly poor attention to service, apparent with a dreadful phone based waiting system that simply does not work. Staff with insufficient training, by far the worst that I have had the displeasure of dealing with to, brazen dishonesty, an unwillingness to see reason, frankly, a catalogue of ineptitude and incompetence. Worryingly, a business which markets itself as an insurance company, only seems intent on placing obstacle after obstacle in front of customers, seemingly in an attempt to bamboozle the layman into dropping their rightful claim and leaving them alone. With this in mind, the decision to leave the company was obviously an easy one. However, not unsurprisingly, more trouble ensues when you attempt to cancel your policy. Customers have to request confirmation of doing so, they won’t be told when their cover actually ends for fear, I imagine, that they might actually make an honest claim.”

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Posted 6 years ago

“Hideous company. DO NOT USE!!!! If you want to pay for insurance that won't pay out when you need it then by all means go with them. Any loophole and they'll find it!!! Avoid, avoid, avoid. £1000 out of pocket in vet bills following my dog being hit by a car plus the hundreds we've paid in insurance payments.”

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Posted 6 years ago

“Animal friends refused my genuine claim when my dog suddenly became ill with anaemia which took his life in a week. They claimed that from a date given in a phone conversation with one of their operatives that this was due to it being a pre existing condition. As it most certainly was not I called to query this decision and suggested they listen to the conversation and what was actually said.5 days later I get an apology that the operative had not only written down the wrong day, but the wrong month and even the wrong year for onset of symptoms! You could not make up this level of incompetence. They have eventually agreed to pay my claim but only after having to fight tooth and nail at a time when I am grieving for my lost pet. I have 2 other policies for other pets which will be most definitely cancelled in due course”

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Posted 6 years ago

“Possibly the worst pet insurance company ever in existence. They do not pay out on 100% genuine claims. Everything is such a battle and frustrating as Animal Friends cannot get their facts right. The staff are extremely unfriendly, unhelpful, with no compassion. Abysmal customer service. My adorable dog is at an age (15) where I am unable to change companies. Do not take out insurance with Animal Friends. The company name is a contradiction in itself. An absolute disgrace! Even my vets practice cannot believe the stunts they pull!”

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Posted 6 years ago

“Never give your money to this firm nine years payment dog got pyomtra would pay because vet advised to get her spayed as bitchs can get this if not spayed surely my choice wether to spay or not any way£1500 and they won't give me a penny dusgraceful”

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Posted 6 years ago

“DO NOT insure with this company .They will do their best not to pay out ,they will not back to you when they say. They have put of dog insurancr for life”

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Posted 6 years ago

“Been with animal friends for years never had any problems my last dog had a few issues with hip dysplasia and auto immune disease and the didn't quibble about paying out the also paid it directly to my vets and where amazing when my dog passed”

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Posted 6 years ago

“Avoid, will take your money but wont pay out in event of a claim. Complete joke of a company, happily taken premiums for the last 2+ years, but when submitted a claim, I have done as they requested and contacted previous veterinary surgeries, but they are refusing to pay out as these vet surgeries are not supplying the information requested (they have no financial interest to do so, so are not playing ball). I then submitted a complaint to their complaints department, who have not even had the courtesy to acknowledge the complaint. Financial Ombudsman Service here I come.”

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Posted 6 years ago

“I have three words for this vile company who have enraged me beyond words. DISGRACEFUL, DISGUSTING & DIABOLICAL They are pilfering vampires with no regards for animal health at all. Stay away!!!”

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Posted 6 years ago

“My daughter is a responsible dog owner who researched pet insurance companies thoroughly before choosing Animal Friends. I am deeply shocked by the dreadful uncaring customer service she has received from you. You are happy and quick enough to take her money but have made her claiming on her insurance an extremely difficult and stressful time. Higher premiums are factored in for certain breeds of dogs but you seem to have completely ignored this and have continued to argue that her dog had a Pre resisting condition, at no time before the claim was her dog diagnosed with the problem you are refusing to pay out on. The vet has contacted you to confirm this and you still refuse to pay. The condition her dog has been diagnosed with could be fatal and I will hold you personally responsible for any suffering you attribute to. Policies are taken out by responsible, caring, loving pet owners and you are not fulfilling your obligation. I would advise anyone considering Animal Friends to check out Pet Plan who only have your pets best interest at heart, your claim will be dealt with promptly to ensure the best possible outcome for your pet.”

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Posted 6 years ago

“Only paid less than 50% of my claim despite being a very loyal customer with a very honest claim. Penalised due to missing the claim deadline (family member died and we were distracted) and a hidden extra 20% not mentioned at point of purchase as my dog was over 8. Shame as the people who work there seem very nice to talk to.”

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Posted 6 years ago

“Awful experience with Animal friends our dog got diagnosed with cancer of unknown origin on 31/12/18. New year of same policy started 2nd Jan and because I did not claim they will not cover as they have excluded cancer due to us claiming March 2018 for breast cancer. The customer service advisor was rude and took no sympathy when I explained my dog has only 2 weeks left to live. I cannot understand the reason for having a monthly premium to give you peace of mind when they will find anything to get out of paying up. Dont bother signing up with them its a con.”

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Posted 6 years ago

“I have taken my dog to the vets and had injections and tablets due to rat poisoning and because bleeding through the mouth Animal Friends will not pay my vet as replied dental is excluded. Vet is appalled with their decision and confirmed how on earth the insurance can apply dental to poisoning.”

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Posted 6 years ago

“Go elsewhere, they are absolutely shocking and will do anything not to pay out. I've been with this company for 3 years, never made a claim and when needed yesterday they declined on some nebulous excuse. I wish I had never gone with them and can only advise others to look elsewhere. Animal Friends, should be renamed "Robbing Gits' who cause distress to animals and owners alike. Avoid like the plague.”

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Posted 6 years ago

“Poor customer service. Poor complaints procedure. Too clinical and ironically impossible to speak to someone with a human bone in their body.”

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Posted 6 years ago

“NO STARS, APPAULING. Refused claim even though it was supported by 2 different vet practises”

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Posted 6 years ago

“Not so long ago I had five dogs two bms a staffs a boxer and boxer cross on a multi pet with more than never had a problem wish I'd read all the animal friends reviews they aren't cheap and they won't pay out be very carefull using comparison websites as the devils in the details £140 to insure my two remaining pups lifetime policy and everything they can do not to pay thats their way especially excluding dental related”

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Posted 6 years ago

“They are always very helpful when I ring. Claims are sorted out quickly to without any stress.”

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Posted 6 years ago

“Really poor will find any excuse not pay, would strongly advise not using. Given a 1 star as 0 not an option”

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Posted 6 years ago

“My vets will no longer do a direct claim with Animal Friends because they say they are so bad to deal with and apparently owe my vets over £150k in unsettled claims. This means I had to pay up front for recent treatment and then try to claim it back myself. However that claim has now been declined because my dog had an anal gland infection in the first 14 days of her policy over two years ago which wasn't covered as it was in those fourteen days and even though she hasn't had another one for two years they have now refused to pay out on a recent anal infection because they say it's linked to the one from two years ago !!!, AND they have now applied an exclusion to the policy for her entire anal and perianal area which they are back dating to the start of my policy over two years ago !, Basically they wouldn't let me claim two years ago because it was within the first 14 days of the policy and now they won't pay the current claim based on something they wouldn't pay out on two years ago !, How can they argue that it's a long term condition when there has been a period of over two years without any problems between the infections and no clear indication that there is any relation between the two. Also, check the policy small print because exclusions are multiple including absolutly anything to do with the mouth area which means anything they can even loosely link to a dental problem no matter how loose or non-existant the connection. I'm paying a premium of £130 per month plus excess and 20% of any treatment costs for an eight year old pedigree dog and in reality probably only 10% of her body is actually covered by this terrible company. Please read other reviews on here and elsewhere because there are huge numbers of people having similar issues. The reality is that I've now got to try and find £4500 which I don't have and that's why I was paying the exorbitant premiums in the first place !”

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Posted 6 years ago

Animal Friends is rated 1.6 based on 582 reviews