Animal Friends Reviews

Name: Animal Friends
Rating: 1.65

1.7 Rating 579 Reviews

15 %

of reviewers recommend Animal Friends

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1.7

Based on 579 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 3 star review on 22nd September 2024

Anonymous

Anonymous // 01/01/2019

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“Absolutely shocking treatment by this company .. appalling customer service. Avoid at all costs .. they will do anything to avoid paying out and their treatment of me after the death of my dog has added considerably to my stress. If I could give zero stars I would. A HUGE mistake changing from Manypets who are excellent.”

Helpful Report

Posted 10 months ago

“My healthy Terrier has so far lived to 16 with no health issues. We have been paying £9 per month, with a very basic policy. In March 2024 the premium went up to £27 with no explanation. I had an email thanking me for renewing for another year. This was the only correspondence I had despite them saying they had sent renewal advice, when I called and enquired about the increase. The automated phone voice has more personality and charisma than either of the two staff I spoke to in trying to get some information on this matter; should you have the patience to through the tedious and lengthy verification process in the first instance.”

Helpful Report

Posted 10 months ago

“£1900 a year, £160 a month, this is the kind of money you need to insure your pet with this company BE WARNED. you will also pay high excess over £100 and 20% of the total bill. Make sure you know how to complain and get familiar with the ombardsman. Your gonna need them. They are not friends to your pet or you!”

Helpful Report

Posted 10 months ago

“So badly let down chosing Animal Friends pet insurance my cat and I wish I had gone elsewhere. My warning is that after further year of insuring with them, with no claims, they quoted a massive increase of over 50%! Although my cat is just under 12, he is very healthy without claims, this is such an extortionate increase. There response was that they have increased their fees massively and the increases are even worse for those that have claimed also! So I DO NOT RECOMMEND THEM AT ALL, WISH I HAD NOT CHOSEN THEM. I am now going elsewhere based on so much cheaper quotes from other insurers.”

Helpful Report

Posted 10 months ago

“Kept talking us for over 46 minutes asking the same questions over and over, finally stopped 10 minutes before our vets appointment to put to sleep our 25 week old puppy, final sentence was no we are not going to cover you. Queried why we didnt take insurance out immediately on purchase of pup, breeder sold with two weeks insurance, fully vaccinated. Their employee cost us 46 minutes if things hour we had left with our pup!”

Helpful Report

Posted 10 months ago

“I have been with Animal Friends for many years and I have never had an issue with any of my claims. Having 2 terminally ill dogs they are on several medications a day, they need to have blood tests 3 times a year and with all the different illnesses they have a lot of claims go through. It’s a fast process and a very quick payout usually within 4-5 days of excepted claim. All staff are courteous and very helpful. I highly recommend on the above only. Costs before a claim are very low but once several claims are made it does increase but all insurances increase once you make a claim. 5* for this company”

Helpful Report

Posted 10 months ago

“I’d take that star off, they don’t deserve any! Been with them for 5 years and never claimed. One or my huskies is 10 now with arthritis in front leg. She’s had it for a few years now and obviously it’s got worse so I asked my vet requested a “ pre authorisation “ for a monthly injection at a cost of £92 a month, and I still had to pay 20% for each treatment. Of course they have refused stating that treatment must be within 12 month of diagnosis and that was a few years ago. This is ludicrous!! Arthritis gets worse with time and I’ve been controlling it with prescribed pain killer. Needless to say I have cancelled this policy and am totally disgusted with their exceptions, seems to me they are quite happy allowing their policy holders to experience unlimited pain as long as they are receiving money, even from, Im sure, people who can barley afford it but don’t want their pets to suffer. I, for one, have immediately cancelled the policy because, as I see it, they must be desperate for money in any way and pass off their cruel refusals anyway they can. My advise is to avoid this Insurance Company at all costs they are happy to let your pets suffer all for monetary gain and that in my book amounts to cruelty”

Helpful Report

Posted 10 months ago

“Disgusting company avoid like the plague. Used some very vaguely worded phrase in the fine print to deny my claim when it's such a broad term it could be used to deny so many things it's ridiculous. Never ever claimed anything from them and this is how they go about the first time, just want money from me and won't give any back. Staff all useless sounded like robots reading from script with no empathy.”

Helpful Report

Posted 11 months ago

“They have always been very good with my cat who had has had complications following a major accident aged two. Now 13. Policy increased 100% two or three years ago and has now increased another 100% to £104 per month on top of £100 excess per year and 20% contribution towards bills. Very unhappy.”

Helpful Report

Posted 11 months ago

“Appalling customer service following unrequested 'Auto-Renewal' with an 80% premium increase and one email missed a month prior to renewal plus I'd made no claims whatsoever! No email received when actually 'Auto-Renewed' at all, probably hoping I wouldn't notice!!! Refusal from 'Complaint Investigator' Theo (Yes, official job title!) to reimburse excessive premium taken...You have been warned! Basically, I received a template email with a load of drivel about completing a 'full investigation', then basically saying, talk to the hand, computer says no!!! Go to Many Pets instead, you'll get a decent price plus and additional £20 off with the following referral. https://mention-me.com/m/ol/pr1nh-colin-peel Alternatively, try any other provider as any one of these will be more reputable than Animal Friends!!! (Policy Ref: PY4208421-1)”

Helpful Report

Posted 11 months ago

“Beware of the small print ... It excluded pretty much everything so can wriggle out of paying !”

Helpful Report

Posted 1 year ago

“These cowboys offered new policyholders free vouchers for signing up, and never delivered on their promise.”

Helpful Report

Posted 1 year ago

“i have been with them for 6 years never enquired about a claim until now and was informed i had no policy with them. Keep getting automated reply even though sent all the proof of payments and policy numbers etc now escalated to their complaints dept”

Helpful Report

Posted 1 year ago

“This company wants to take your monthly payment but will not pay out for genuine pet health care.”

Helpful Report

Posted 1 year ago

“Avoid like the plague. price goes up and cover goes down. I've been with them 10 years and when i needed to claim they wormed out of it. Not animal friends at all just rip your eyeballs out and don't pay up when needed”

Helpful Report

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

“Dishonest - fail to pay incentive promised An absolute joke of a company! They lured me in with the promise of a £40 voucher for signing up through a friend, but they're straight-up refusing to honour it. Can you believe they're demanding some kind of certificate from a vet to prove my cat exists?! My cat's been part of the family for years, and they think I need formal proof? It's ridiculous and just downright dishonest, changing their terms and conditions to get away without paying what they promised. Digusting behaviour, avoid. They're just out to scam you and dodge their promises..”

Helpful Report

Posted 1 year ago

“As previous reviews have said they did not pay out for an operation my dog had as they say it was caused by ear infection he had nine years ago which i never claimed for as it wasn't serious and i paid vets fee myself rather than claim. But i had to pay a very large sum of money for his operation or other option put to put him to sleep disgusting they are getting away with fobbing people who have paid for years. I am cancelling my insurance for my other dog its shameful”

Helpful Report

Posted 1 year ago

“Although our dog has always been insured with animal friends they declined her ear infection treatment due to saying it was pre existing. This was because we were insured with them we paid ourselves for previous treatment.”

Helpful Report

Posted 1 year ago

“Not worth the paper the insurance is written on.”

Helpful Report

Posted 1 year ago

Animal Friends is rated 1.7 based on 579 reviews