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

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

“We had dog and cat insurance they wouldn’t pay out for either. Our dog had an ear infection that would not shift she had anaesthetic to flush them out twice. But because she had had an ear infection before ( which cleared up with the meds) they wouldn’t pay.”

Helpful Report

Posted 6 years ago

“Absolute rip off, they can and do classify everything as a pre-exisiting medical condition after you make a claim, in our case a water infection in 2013 followed by a urine infection in 2019 was rejected. Their staff are patronising when you discuss a claim and their complaints system is a joke, please don't waste your money on these crooks. Please look elsewhere.”

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Posted 6 years ago

“Animal Friends have taken forever to process our claim then refused to payout on my claim absolute scum bags avoid at all costs they do every thing in there power to not pay out they happy to take you money but when it comes to a bit of pay back they don't want to know looser AVOID SCUM”

Helpful Report

Posted 6 years ago

“I have been with AF for over nine years for my two large breed dogs. Having taken the Prestige insurance as been stung in the past, my premiums have increased year on year due to both dogs having congenital arthritis. As they are both getting on now, this last year there has been a lot of medication and trips to the vets. Note my surprise this morning to receive a renewal which for one dog is increasing by no less than £1063.32 a year. That and the 20% I pay on each claim anyway as over 8 years old and the excess too! I am horrified but am stuck as cannot get insurance with anyone else for pre-existing conditions. I would advise all to shop around and not go with a company who is underwritten by Red Sands based in Gibraltar. This company is not nice to deal with - particularly when you need them during a stressful time when your beloved pets are unwell.”

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Posted 6 years ago

“This company is a disgrace. Keep well clear. They will do anything NOT to pay out. They do not care a fig about animals - they are definitely NOT animal friends. Complete waste of money on the premiums and definitely NO peace of mind.”

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Posted 6 years ago

“Received an email this morning for pre Authorisation for a Patella operation booked in for Monday. They are using a clause exclusions 1.3 1.31 Bilateral where it can happen on either side of the body. Well I shall be taking this further as some others have done so starting with the Financial Ombudsman. They have agreed a lump removal. Think everyone should see where I am coming from. They don't want to pay out. Even the referral team agree it is incorrect.”

Helpful Report

Posted 6 years ago

“I would like to agree with most of the comments relating to Animal Friends, their very shabby treatment of customers and their refusal to pay out for genuine claims. I would also point out that they will refuse to pay for any overweight pet if they can relate the illness/condition in any way to its weight. Exclusions as below :- Section 1: Vet Fees 1.3 Exclusions The following are excluded from cover: 1.3.18 Costs for treatment or conditions arising from your pet being overweight, except weight gain as a result of a diagnosed illness; I did write to the company several times asking just what value I was getting for my premium so long as my dog was classified as overweight and they refused to give me this information. There are many alternative insurance providers out there and I would strongly advise anyone to consider these ahead of Animal Friends.”

Helpful Report

Posted 6 years ago

“Don't bother with this company, hidden charges I found "co payment " cost me an extra £136 on top of the £99 excess charge,bloody rip off. Total cost my dogs treatment £750 approx. Animal friends only paid £500 towards the bill,be aware ,look at the small print!!!!”

Helpful Report

Posted 6 years ago

“Absolute waste of money. Covered my dogs right eye after it got infected but refused to cover his left eye with the same condition 3 months later. Save your money keep it in the bank until you need it rather than paying these heartless people.”

Helpful Report

Posted 6 years ago

“Find any excuse not to pay out ,awful company”

Helpful Report

Posted 6 years ago

“How I wish I had read the reviews about this company and I would not have wasted my time and money on them. When you have pet insurance and your dog is very ill that is when you need them but they seem to use every trick in the book not to pay. My vet could see no reason that they would not pay as pyrexia is not related to her osteoarthritis, however they rejected the claim! I am lucky we managed to pay the £2,600 to the vet and at the end of the day our much loved dog is worth every penny. I have certainly learned my lesson and for my next dog I will choose an honest company that is caring towards helping owners and their pets.”

Helpful Report

Posted 6 years ago

“***AVOID AVOID AVOID**** I am just coming in to the end of my 2nd year with my 2 year old St Bernard and his monthly premium renewal for August has more than trebled to over £180. He was diagnosed with bilateral hip and elbow dysplasia’s before he was 1 year old, having full lifetime cover (£6000 per condition) through the diagnosis process and physio treatments we have used less than £3000 in total over the two years. They will not give me an explanation why my monthly payment has more than trebled and obviously now I am going to be extremely nervous of putting any claim in and definitely terrified of putting a claim in if he ever needs hip surgery in the future. When I read my renewal I was devastated and sick to my stomach, what the hell would they increase it to if he needed serious medical care, £1000 per month, £1500 per month? To have my Saint I don’t have holidays, I don’t go out and spend and now I am going to struggle every month to live with the rate of their increases. This is the worse mistake I have EVER made in 20 years of owning Saint & giants, getting insurance with Animal Friends. I went off their reviews but I now I am extremely suspicious of the reviews as I can’t be the only policy holder who has been completely ripped off by them by their extortionate increases in monthly premiums when you have only claimed a very small percentage of the limit you have. I have also repeatedly had to give permission to deal with my vet directly and they constantly asked my vet for information for the claims that they already had. I rang over the increase and 48hrs later I am still waiting for someone to email me that day with all his claims I have submitted and for a senior manager to back to me, after they also included a claim that was not even for my 2yr old Saint, on my policy and when I realised this had happened I was assured multiple times this would be removed from his history as I knew it would affect every claim in the future and surprise surprise 6 months later they have not removed it. While they have paid out for all his claims the result for me has been an absolute financial nightmare and I am terrified what the future holds for me financially if and when my boy ever needs further treatment. I even stopped his hydro treatment after a few months as I was worried about the cost and I was taught a physio routine to do with him at home with the agreement of his specialist. From FB St Bernard UK dog groups with 1000’s of members not one member has anything good to say about animal friends but it is now too late for us to leave, I am stuck here or my boy won’t be covered for his dysplasia’s as they are pre-existing conditions.”

Helpful Report

Posted 6 years ago

“How I wished I had read all the reviews about this company. Our little pug has just had two operations on his eyes because the skin was rubbing his eyeball. It cost us £1,300 and they will not pay because they say eye infections are not covered in his policy. The policy has now been cancelled and the reviews are right they don't want to pay out. I will be posting on social media to avoid them at all costs and go with somebody who has a good reputation.”

Helpful Report

Posted 6 years ago

“My cocker poo of 6 years old had on going ear flare up none claimed for, 5years later he developed a paw biting habit due to an allergy.Pet insurance refused to contribute to his medication of £80.00 .They insisted I did not explain he had an allergy when the plan was taken out ,i advised them that he did not have one then only suspected ear mites .They dont care and i cancelled my policy immediately ,Iam disgusted and would never recommend them to anyone.”

Helpful Report

Posted 6 years ago

“If I could give 0 stars I would. Truly appalling, they will do anything to get out of paying a claim, and don't expect to get anything out of the complaints procedure - they just quote t&cs of the policy. They may be cheap and they may donate to animal charities but, seriously, don't use them.”

Helpful Report

Posted 6 years ago

“We recently lost our 16 year old collie and had been insured with animal friends for over 5 years. They have done everything to avoid any payout. His back legs began failing badly in nov 2018 that was then linked to the possible arthritis diagnosis in 2016. He also after tests had pancreatic problems and kidney problems two separate conditions refused to pay despite support from our vet. They put the kidney problems down to long term use of metacam since when is 3 months long term. They are a disgracefully money grabbing insurance company not interested in actually supporting you when you most need it. Never use”

Helpful Report

Posted 6 years ago

“My pet was found to be terminal and instead of assisting me in the claim they backdated an increase in the premium then declined the claim. Not disputing the claim as its in their terms but to increase the premium and to make sure this was paid first is disgusting. They even made out that the claim was being processed ok.”

Helpful Report

Posted 6 years ago

“My beloved dog was insured with animal friends for 8 years, when he was unwell the vet Bill's topped £1500. Put in a claim but refused to pay unless i could get his previous illness which was about 12 years ago from a previous vet. They did not have any details still on file. NOT COMPASSIONATE OR CARING AT ALL”

Helpful Report

Posted 6 years ago

“If i could leave 0 stars i would. DO NOT insure your pet with this company. They will find every reason under the sun to not pay a claim, absolutley shocking service. You would be better off just keeping some money aside for your pet. AVOID LIKE THE PLAGUE”

Helpful Report

Posted 6 years ago

“THEIVES! Insured my puppy with them and unfortunately my pup got run over at 6 months old on New Years Day, had to be put to sleep as he had smashed his pelvis. I put in a claim for the out of hours vets fees and it went on for MONTHS! Until they decided that they weren't going to pay for ANYTHING because I hadn't provided a receipt when I initially took out the cover. AN ABSOLUTE JOKE! NOTHING WAS MENTIONED OF THIS WHEN I TOOK IT OUT!”

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Posted 6 years ago

Animal Friends is rated 1.6 based on 583 reviews