Animal Friends Reviews

Name: Animal Friends
Rating: 1.65

1.7 Rating 570 Reviews

15 %

of reviewers recommend Animal Friends

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1.7

Based on 570 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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“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 7 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)”

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Posted 8 months ago

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

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Posted 8 months ago

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

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Posted 8 months 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”

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Posted 8 months ago

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

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Posted 8 months 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 9 months 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 9 months 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 9 months 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 9 months 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.”

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Posted 11 months ago

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

Helpful Report

Posted 11 months ago

“I've been with animal friends since I first had my cat. I have never made a claim. Now that my cat is 10, the new annual policy is £300. I have to pay the first £200 of any insurance claim, plus an extra £20 percent. I thought they were loyal like I was, but they just want to get rid of me, now that my cat is 19. It has all been a waste of my time and money.”

Helpful Report

Posted 11 months ago

“Worst pet insurance I've ever had. My vet refused to work with them as they took so long to pay. Also, they did not get in touch if they weren't going to pay. This happened a lot as they have so many things they won't pay out for.”

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Posted 11 months ago

“Pet Insurance Having been very good reviews online for Animal Friends I took out a policy for my dog. All was well for a few months. However, unfortunately, she was hospitalized with a very serious, life threatening gastric issue. After 4 nights in hospital thankfully she recovered fully, many thanks to Goddards amazing team! After weeks of waiting for Animal Friends to decide on the claim. I received an email advising as she had diarrhea a few years ago, which dogs are prone to, they declined the case. They even went as far as to say they will not cover any further gastric issues regardless of root cause! I find this appalling and cancelled my policy immediately. I would not recommend Animal Friends to anyone that is looking for insurance.”

Helpful Report

Posted 1 year ago

“Never claimed for this particular cat before. Vet bill for £304, only paid out £136...wouldn't cover blood tests ( which were needed to establish what problem was) then obviously deducted the excess and further 20%.”

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Posted 1 year ago

“Do not use them at all. I have spoken to a crazy lady which should find another job as soon as possible. She can not tell me what my policy covers. Why she is there ? Unfortunately there is no 0 star to give them .”

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Posted 1 year ago

“My experience is that they make huge increases to annual premiums as dogs get older, regardless of whether you make any claims or not. My dog went from £32 to £51 a month - just because he was a year older and despite the fact nothing else had changed and we have never made a claim for him from them. I think they are unethical and only interested in profit at the expense of the animals and premium payers.”

Helpful Report

Posted 1 year ago

“I'm going through a similar issue just now Mat. My lovely dog passed away in June this year of chronic heart failure. Because her vet record from when she was a puppy stated she had a heart murmur, Animal Friends are saying the claim has been declined. Our vets have contested it on our behalf saying chronic heart failure is very different to a heart murmur as humans and animals can live with a heart murmur for years. The only signs of heart failure came in June. It's currently going back and forth between the insurers and our vets. I intend to take it to the ombudsman if not resolved.”

Helpful Report

Posted 1 year ago

“Should be called Animal Enemies! I have held a policy with them for nearly 12 years for my GSD and in that time, have never claimed! They recently contacted me about stopping the policy I had as it was no longer relevant to the market, leaving me to find new cover for an ageing dog, when he needs it the most. As you can imagine, instead of paying £16 month as I have for the last 12 years, other insurers now want nearly £100 a month due to his age!!! To cap that, he recently had a check over at the vets before the policy finished and they noted he was starting to struggle with Arthritis (a common issue for GSD, especially at his age), but they declined the claim as it was first noted by the vet in 2020 when we were told to keep exercise light, which is hardly "treatment". I think they have an agenda and policy here, and it would be interesting to hear of similar situations. I will be reporting to the ombudsman accordingly.”

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Posted 1 year ago

Animal Friends is rated 1.7 based on 570 reviews