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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“I had a very traumatic time when my 5 y/o rescue chihuahua died in my arms from undiagnosed heart failure recently. Although paying my premium for over 3 years they have done everything they can to wriggle out of paying my vets bill. They firstly argued that they had no medical history but he was a stray. Then although it clearly says in my policy individual cremation is included apparently my vets used their own people so I'm expected to pay for the cremation. Not only that they have sent me a email informing me they are cancelling my other dogs insurance absolutely shambolic wouldn't recommend them to anyone”

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Posted 2 years ago

“Avoid! They took every loop joke not to cover my pup. I’m so annoyed. Our dog needs a specialist and because we took him to the vets within 14 days cuz he was sick……7 months ago! They won’t cover him. Like wtf????? I’m fuming!!! All dogs get sick, they was not related! He’s a dog! I’m so angry!!! Don’t use these guys! They don’t care about your pet!”

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Posted 3 years ago

“The service we have received from this insurance company is nothing short of disgusting. My father had an insurance policy with this company for 7 years. Earlier this year he was admitted to hospital, then discharged, before dying suddenly. While he was hospitalised and ill he couldn't care for his dogs and they went to kennels. The cost of which is covered by the policy. We submitted a claim to Animal Friends. We supplied all the relevant details including a letter from his GP that stated time in hospital and additionally said even though he had been discharged from hospital he was still to unwell and unable to look after his dogs. He couldn't drive or walk his dogs (for instance) and was receiving daily home care. Despite multiple phone calls and emails it took Animals Friends weeks to even look at the claim and it wasn't until I put a review on Trustpilot they decided to look at it. Animal Friends had the audacity to send our family an email stating they needed the policy holder to contact them. Given the policy holder was DEAD this was extremely distressing. They obviously can't read either because we sent them a copy of the death certificate. They have now informed us they will only pay for the actual time within hospital and not the full time my late father was unable to care for his dogs. Even though an official letter from a medical professional saying he was not able to care for these animals was supplied. The level of service received from this company is nothing short of truly shocking and you should seek insurance services from a company with a little more empathy and understanding. You'll get neither with a policy from Animal Friends.”

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Posted 3 years ago

“I have all my cats and dog insured with animal friends. I do think you have to be very careful when taking out policies. If you’ve claimed the maximum one year and only have an annual policy limit on that condition then you’re not going to claim again on the same problem if you have claimed up to the limit on that condition. Therefore I always go for the more expensive lifetime condition and annual limit per condition. So if a cat gets diabetes and has a broken leg in one year you can claim £8000 (minus excess) if you have a £4000 limit per condition. Once the policy renews if there is still a problem with the broken leg you can claim in the new policy year (once again minus tge excess for new year). As for the diabetes that will be covered for up to £4000 per year for its lifetime. With my Arthur passed away five years ago he had four condition after his immune system collapsed following his sixth booster. Ultimately they paid out not far of £15,000. Similarly last year my 12 year old Thomas has pancreatitis which he suffered from for at least 5 years. They paid out each year and during the last year they also paid out for another condition when his back legs went. Once you reach the age of 8 I had to pay 20% of the costs. Make sure you know what you are insured for. don’t get blinded by going for the cheapest rate and the lowest limit in terms of what is covered. It’s quite common for insurers to now charge you more once a cat or dog reaches 8 years old and most insurers do not cover dental. I believe Petplan are probably the better ones when it comes to pets getting elderly but then starting off with Petplan is quite expensive. Ironically you get what you pay for”

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Posted 3 years ago

“Animal friends and parent company Red sands insurance who are based in Gibraltar(tax avoidance) are complete sharks. They downgraded my policy reducing insurance cover without advising me and added a supplementary 20% claim costs again without advising policy holder. My dog needed mammary cancer cists removed and they would only partially pay out leaving me £2700 out of pocket. Complaints to them are rejected on principle and calls are never returned. Despite over three hours of phone calls on this topic it’s now with financial ombudsman looking into their fraudulent acts of policy changes. It’s like taking out comprehensive car insurance and only getting third party cover in return. Would recommend NEVER use this company.”

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Posted 3 years ago

“My little dog was hit by a car after getting out the front door whilst I was leaving the house. I didn't see her sneak out as she is small and black and it was dark. Long story short, she was taken to a local vets after being hit and as she is microchipped the vet was able to get hold of me. She needed pain relief and scans and an overnight stay at the animal hospital and in total I paid out just over £1,300. I have just had my claim declined by Animal Friends due to an apparent breach of the policy General Conditions - my dog being off a lead on a "designated road", and because I did not take reasonable steps to ensure my pet could not escape. I personally think this is unfair and unjust. To my mind, this was an unfortunate accident (my dog has never escaped before in the 9 years I have had her) and my claim has been unfairly declined. I have been paying pet insurance for years and never made one single claim. Perhaps I should have just put the money in the bank for all these years instead. I have put in a complaint to Animal Friends and I will update my post if the issue is resolved without the need for me to contact the Financial Ombudsman Services.......”

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Posted 3 years ago

“As with many of the previous comments I too have fallen foul of these parasites. First they tried to avoid paying because my dog was listed as a Springer Spaniel Cross on their application form and the vet had recorded her as a Springer Spaniel. Then when the report for the operation to remove a lump on her neck was rejected by them because she had another lump on her neck some years before. Typical insurance company who steal your money with no intention to ever pay a claim. Don't believe the fluffy marketing promises they are written by liars. Take your premiums and pay them into a savings account instead.”

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Posted 3 years ago

“Absolute disgrace of a company. Dont bother trying to make a legitimate claim as they will try everything to get out of paying. Changing details seems to be a regular occurrence looking at reviews. Please no one use them !!!!!”

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Posted 3 years ago

“What an appalling claim procedure this is two full sheets of nonsense questions then you have to have the claim reviewed. They are what I believe are called scamming basterds they take your money but won't pay out”

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Posted 3 years ago

“Been with these for years, my dog has now a heart murmur, I can't claim cos my excess is £100, so I haven't benefited st the moment, but plan to stay has my dog may only have a couple of years left, I shall let you know, if the cover what they claim, euthanasia if required, cremation and 300 to a new dog, I have a feeling looking at the reviews il be lucky”

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Posted 3 years ago

“Do not use. They try everything not to pay out. Avoid at all costs.”

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Posted 3 years ago

“Absolutely appalling service - 9 years of premiums paid to have our dog refused treatment on spurious grounds. We would have been better off putting the premiums into a savings account. They pose as a 'moral' company shame they don't act like one!”

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Posted 3 years ago

“rubbish firm. will be contacting the ombudsman. avoid”

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Posted 3 years ago

“Crikey wasted my money. They refused first dental claim for our Cocker Spaniel. As others have stated not good. My advice is don't believe the hype.”

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Posted 3 years ago

“I have twice tried to claim from my Animal Friends Insurance Policy and both times having spent thousands on treatment for my dog they have refused my claim. At the end of October 2020 whilst my dog was suffering from itchy skin the vet thought my dog had mammary lumps which could be nothing or could be cancerous and needed to be monitored with a view to being removed once my dog was well enough to cope with an operation. We then went into a lockdown and during the next few months I was at the time frequently trying to sort out my dogs skin condition (none of which was covered by my insurance and cost me over £3,000 in a years vets fees). In October of this year my dog's allergies led to her needing to be sedated to have her ears cleared after being on steroids etc and it was agreed we would do the lumps at the same time. I have been told that because the operation was 2 days over the 365 day period I first saw the vet my £1300 claim has been declined. Do not use this company they take your direct debit monthly and refuse all claims - they do not care about your animals.”

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Posted 3 years ago

“Appalling company in our experience - time and again, claims rejected. They'll do anything to avoid paying out. I understand from our vet that our experience is far from an isolated one, they're "blacklisted" by them whereby anyone unfortunate enough to have one of their policies has to pay themselves upfront, whereas more reputable policies are accepted pending claim (and direct payment less excess). Simply put: avoid these shysters at all costs, they're cheap for a reason.”

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Posted 3 years ago

“Can't give 0. Lost my dog after a short illness. Paid 250 in premiums. Paid the vet just shy of 600 for treatment. Received 140 for my claim. Never again will i consider this company.”

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Posted 3 years ago

“Would recommend this company, been very helpful on the phone when needed to speak to someone. Never had any problems in then paying out for a claim and especially for the recent one we have had to which is now a ongoing claim.. Thankyou and well done animal friends!!”

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Posted 3 years ago

“They ignored my claim for 5 months. Then they wouldn’t pay out for complications after a surgery. Awful customer service. They do not care about you or your pet. So not use”

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Posted 3 years ago

“Never ever use this company. They will find any excuse not to pay out on your insurance policy and go against what the vet says. I am going to the Ombudsman with my claim which they say is gum treatment yet my vet says its oncology treatment for unexplained lumps. Absolutely fuming with them and I am taking it all the way. They should be closed down!!!!!”

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Posted 3 years ago

Animal Friends is rated 1.7 based on 579 reviews