Animal 'Friends' - what a joke. Pre-authorised a claim when my dog had spinal problems but now refusing to pay out saying it relates to a pre-existing condition. The pre-existing condition they refer to was when he cut one of his tendons in his pads when he was young (and we never even claimed for it then!), and they want to link a slipped disk to a cut paw! We went ahead with surgery costing almost £7k and they pre-authorised £1,500 (took 20% off as co-payment from the £2k on the policy due to him being over 8 which I never remember seeing at the time) and now they are trying to tenuously link the conditions despite my vet saying it's not related. Oh how I wish I had never encountered this appalling company. They should be closed down. I am disputing the claim and have asked for their escalation procedure, as well as details of the independent vet they use to link conditions.