3 weeks or so before my policy needed renewal I received a quote from Animal Friends for my cats next years insurance which was a huge increase. I called them to say I couldn’t afford it it was too expensive. They came back to me with a few more options mainly to increase my excess. I still refused it telling them I really can’t afford it what with everything else in daily life increasing. This was a week before my current policy expired. Then looking at my bank account on 1/3/24 I saw they had taken £142.08 from my debit card and had the audacity to email me saying “They have pleasure in sending me my new pet insurance certificate for the next year….!! To say I was annoyed is an understatement !!?? I called them immediately. They apologised but gave no good reason why they had renewed it when I told them no . I asked for an immediate refund back into my account. That was a week ago and still nothing. I’ve called them twice and emailed them today as I need that money back to go towards my rent this month but had no response. I wouldn’t recommend Animal Friends. Their customer service is terrible. They only seem interested in taking your money but not so quick at refunds especially when it was their incompetence in the first place.