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

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

“For pets over 8 years old , the policies offered are not worth a carrot. excuse after excuse on why claims have been declined , I had two policies and on each claim made certain exclusions deducted, I would shop anywhere else ,other may be more expensive , but it will worth it long term , staff hear are heartless. on line it claimed £250 on death of pet payout not a dime”

Helpful Report

Posted 5 years ago

“I myself have only found out recently what this company is like, i have been with them for years, they hit you when you are vulnerable and the last thing you need is an argument, they rely on you telling them to get lost and you walking away, and know in time you will forget about them, they have your money and it cost them nothing to get it, you pursue them in anyway you can, imagine if everyone complained to the ombudsman about them and the society of insurance, trading standards, your member of parliament, an election is not far away, time for the politicians to please us, they only exist because of trusting people like you and me, we could close them down if we stick together, after my experience with them I am convinced every story on here about them is true.”

Helpful Report

Posted 5 years ago

“We got a Lhasa Apso from a animal sanctuary, three years ago, we were advised to get pet insurance, which we did, she was alovely dog, but suffered from cherry eye in both eyes, we took her to Pets at home and was given cream to put in her eyes to help, with the problem escalating, she then started to get ulcers after treatment it cleared up, a few months later they return, she was scratching her eye as her eye was annoying her, and so she was making the cherry eye really sore, and the vet advised surgery to have the cherry eye operated on, tp put it back underneath her eye lids, the eye vet wanted 1750, so we put in a claim, and awaited a reply, 5 minutes late I received email, they wouldnt pay for the operation, as she had cherry eye when we got her and we informed them of this when we took out the insurance, I pleaded with them, they didnt give a stuff, we have handed her over to another rescue center, as we cant raise that amount of money, we have had calls constantly saying she id=s howling all day and night and growls at anyone who comes near her, my wife and me are upset, but this company should be struck off as not fit for purpose, they should call themselves Animal my arse friends insurance a Minus 10 if you could vote that This Martin Lewis feller should investigate this lot for animal cruelty.”

Helpful Report

Posted 5 years ago

“I tried to get insurance for a 15 week old Samoyed puppy as the free insurance was running out. I had to call rather than online as the assumptions online are that they have not been to the vets for anything prior. He did go to the vets for diarrhea being a new puppy and change of environment - I was after a lifetime policy and animal friends would discount any digestive issues for the lifetime of the puppy. Absolutely ridiculous considering he has no known issues.”

Helpful Report

Posted 5 years ago

“Do not use this company. After 10 yrs of pay a hefty premium. Made a claim when my dog had his spleen removed. They raised my premium from £682 to £1492 !!!!”

Helpful Report

Posted 5 years ago

“A friend of mine was looking after my dog while I was on Holiday it managed to get out of his harness and got run over cost 6 thousand pounds in vets bills my insurance with animal fiends was not enough to cover the costs but the small amount on the policy I had animal friends would not pay up said it was the person who was looking after the dog had not put his Harness on correct.”

Helpful Report

Posted 5 years ago

“Very expensive premium that goes significantly higher second year. So not worth to renew. But wait to see how bad this insurance is when you have to make a claim. Especially if you have to take your pet to an emergency vet. Full medical history was requested for a cat since his birth (7 years of it). After 2 weeks of reviewing the medical history claim was progressed and out of £200 claimed Animal "Non-Friends" Insurance agreed to repay £0.00. With a remark "You should refer to your policy wording for an explanation of items not covered by your policy". Policy was cancelled in the same minute.”

Helpful Report

Posted 5 years ago

“Nearly a year ago my dog died from cancer. I was insured with Animal Friends at the time. I made a claim only to be told they wouldn’t pay out because 4 years previous she’s had gastroenteritis and any other stomach prob would not be covered. My vet said the stomach cancer was a completely different issue. He wrote a letter stating this. Still they refused to pay out. Never again would I use animal friend pet insurance. They don’t like paying out and will use every excuse not to”

Helpful Report

Posted 5 years ago

“Animal friends stalled for over a year despite having all documents from my vet. I have received my money (it has gone to the vet who I have already paid). I will not use them again. Customer service is very poor.”

Helpful Report

Posted 5 years ago

“Had my dog 12 years and never made a claim. Earlier this year she became ill with what turned out to be pancreatitis and hepatitis. After paying out £1400 to get her fit and well my claim was declined as she had had a bout of diarrhoea the previous year. This, they claimed, was a symptom of her disease and therefore they said I hadn’t disclosed a preexisting condition and nullified her policy for anything relating to her stomach, kidneys and liver. I asked them to review their decision as the vet stated there was no link whatsoever. My request was refused. DO NOT use this company - they will use any excuse not to pay you. Disgusting! And now because of her age, I am unable to get insurance elsewhere. Very disappointing.”

Helpful Report

Posted 5 years ago

“Would give minus if I could. Don’t not use this company. Been with them 3 years never made a single claim always paid to save any hassle for things like gall stones etc. When I found lumps on my dogs stomach I immediately got it checked out and paid extra to check for cancer, all came back clear and Save the hassle I paid the bill of around £300. Lumps came back 11 months later and had op to remove costing £800 as then they become cancerous, obviously they declined the claim as I didn’t tell them the first time around. Even tho there was no diagnosis they were clear and I paid. Now I’m exempt from any tumour or cancer. Service is rubbish, staff sound like they are 12, unable to have a conversation just like to quote your T&C. Total waste of money. Wish I had looked into them first.”

Helpful Report

Posted 5 years ago

“Awful customer service - was not interested in helping me renew my quote. Agent said ‘can’t tweak it - it either goes up or down’. He couldn’t have been less interested! Having seen other reviews I’m now going to try someone new on principal - even if it costs more. I hate using phones and this is why.”

Helpful Report

Posted 5 years ago

“Don't use Animal Friends to Insure your pets, there information they miss out like they tell you, when you lose your pets you receive a percentage of the cost but that's only if your pet gets knock over,!! Also after 8years of age you lose 20% of your claim but your monthly payments go up,,? Do your research”

Helpful Report

Posted 5 years ago

“After reading bad reviews on this site i was concerned about animal friends paying out my claim for emergency surgery for my border collie at a major cost. However i received excellent service throughout the process and they paid out the claim.”

Helpful Report

Posted 5 years ago

“This company are dreadful...My beautiful cat passed away due to cancer, aged 15..Animal Friends has been messing me about for the past 2 months.. When I phone them I get an idiotic member of staff deliberately putting me off, asking for details about vaccinations!..This has nothing to do with my pet whatsoever, as it has been under the care of my vet since 3 months old, and has received the best treatment in his life..Which wasn't often, as he was rarely ill, up until the last 2 months of his life..I have now put in a complaint against them..The next step is the Ombudsman...Avoid this company like the plague!..They should be reported!”

Helpful Report

Posted 5 years ago

“I took out Insurance about 4.5 years ago, as with house Insurance it listed policy benefits etc. ie death of cat £500 i have an excess of £99 my cat got killed yesterday in a road accident, i wanted him created as, i am leaving my house, and didn't want to leave cat there buried in the Garden, when i rang i was told i may get £10 back that was what said i paid for him, i argued this i may now get £25 i am being sent a claim form, on one hand its say death of a pet £500, then it as a clause, you can't get back more than you paid for the Pet, disgusting and mis leading, i have never made a claim.”

Helpful Report

Posted 5 years ago

“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 5 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.”

Helpful Report

Posted 5 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 5 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 5 years ago

Animal Friends is rated 1.6 based on 582 reviews