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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 6 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.”

Helpful Report

Posted 6 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 6 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.”

Helpful Report

Posted 6 years ago

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

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 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”

Helpful Report

Posted 6 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”

Helpful Report

Posted 6 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 6 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 6 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 !”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 years ago

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

Helpful Report

Posted 6 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 6 years ago

“Absolutely disgraceful company , staff are uncaring robots, policy schedule offered to customers bares no resemblance to policy after reading terms and conditions. don't pay out on death of pets over 8years old , yet I was not informed of this when buying policy.”

Helpful Report

Posted 6 years ago

“If your dog is over 12 months old they will not pay the full death cover they offer if your pet is unlucky to die.”

Helpful Report

Posted 6 years ago

“I would not recommend this company. Our dog was diagnosed with a slipped kneecap in May 2018. They have refused to pay stating it was a pre existing condition even though I'd been to my vet 4 times previously. I made a formal complaint and they use the vets notes and correspondence but did not address my issues. I have heard on various forums that they don't pay for claims so be warned.”

Helpful Report

Posted 6 years ago

“My dog was insured by Animal Friends. He developed a leg issue whilst under their policy. They decided to disallow a genuine claim based on a technical issue and then went even further and advised that they would also exclude the condition from any further coverage. Terrible company with no compassion or intention to assist. Clearly just making money with no focus on pet care. Could have lived with the first issue - but then to decide to disallow a genuine condition because they now know about it - cold and money focused.”

Helpful Report

Posted 7 years ago

“6 month old pup jumped over a wall and banged his mouth and ended up having to have his roots removed after his teeth fell out. Small print says they don’t cover dental work despite it being an accident. Looking forward to not renewing.”

Helpful Report

Posted 7 years ago

“Never claimed before and refused a rather small claim of just over £40 (after excess) as they claimed it was for dental treatment (as some tartar was picked picked up on the teeth) even though it was clearly an infection. The vet wrote twice to clarify but the claim was refused. I would not recommend this company to anyone.”

Helpful Report

Posted 7 years ago

Animal Friends is rated 1.6 based on 582 reviews