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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Long winded claim process of over 10 weeks. Anything you have ever visited the vet for in the past will be gleefully pounced upon and declared a ‘pre existing’ condition, however vague or even undiagnosed the issue was. Complete waste of money. Their main drive is corporate clap trap. Small print technicians and standardised relentless emails”

Helpful Report

Posted 5 years ago

“Both myself and my Mother have been a loyal customers of Animal Friends (A.F) for years with various different policies and pets. I wouldn’t normally write a review to an insurance company but this has been the first and only time my Mother has ever had to make a claim on on her policy and they have completely screwed us over, you would be better putting a little away every month than lining the pockets of these crooks. My mother has had a pony insured with A.F for many years, recently the pony had an accident in the field and suddenly became very lame and sore – unfortunately the various vets were unsuccessful at diagnosing what was wrong with the pony and after a horrendous 2 months of agony, our vet made the decision there was nothing else he could do and to have her put to sleep. This was a horrific time for us all, she was a fabulous young pony with a bright future ahead of her but it was cruel to keep her going in so much pain. A.F dragged their heels in every aspect with the claim, they requested completely unnecessary information, it felt like they were purposely trying to delay the process and upset my Mother. Customer service was terrible, they are your friend when they are taking your money but when you try to talk to them it’s like you’ve just interrupted their pre-lunch nap. Weeks later (going over their own 10 day deadline) A.F made the decision not to pay “loss of use” as my Mother didn’t ask “permission” to have her OWN pony put down. Let’s be perfectly clear, this is not a decision that came lightly. A.F are fully aware of how sore and unwell the pony became because they paid for some of the vets bills but will not pay for “loss of use” or the cost of having the pony PTS under our vet’s recommendation. THIS IS THE MOST LUDICROUS THING I HAVE EVER HEARD, HOW DARE ANIMAL FRIENDS SQUIRM THEIR WAY OUT OF THIS, I AM ABSOLUTELY DISGUSTED - IT IS UNACCEPTABLE THAT AN OWNER CAN’T MAKE THE DECISION TO HAVE THEIR OWN ANIMAL PTS! A.F WENT AS FAR TO INSINSATE THAT MY MOTHER HAD HER PONY PUT DOWN FOR INSURANCE MONEY, WHICH IS ABSOUTELY DISGUSTING!! The real icing on the cake was the unsolicited, uncompassionate phone call the next day from an A.F employee offering my Mother a discount on her next policy when she replaces her pony!!! Is this some sort of sick joke?! A.F has enough staff to make unsolicited phone calls THE DAY AFTER the decision has been made not to pay but can’t manage to decide on a claim on within their own 10 day policy?! Needless to say this has been an incredibly stressful time and it has been completely magnified by the unjust decisions made by Animal Friends and the incompetent, rude, short-sighted staff within the company. We have since both cancelled all policies with A.F, there is so many hidden stipulations, I just don’t see the point in paying for insurance when there are so many ways the company can wriggle out of it? We have insurance as responsible pet owners to protect ourselves and our animals when things go wrong – not to create more stress and worry as A.F have successfully done. It doesn’t stop your pet becoming unwell! THIS DISGUSTING COMPANY DO NOT CARE ABOUT ANIMAL WELFARE AND ARE ONLY INTERESTED IN RIPPING YOU OFF. USELESS A.F!”

Helpful Report

Posted 5 years ago

“For pets over 8 years old , the policies offered are not worth a carrot. excuse after excuse on why claims have been declined , I had two policies and on each claim made certain exclusions deducted, I would shop anywhere else ,other may be more expensive , but it will worth it long term , staff hear are heartless. on line it claimed £250 on death of pet payout not a dime”

Helpful Report

Posted 5 years ago

“I myself have only found out recently what this company is like, i have been with them for years, they hit you when you are vulnerable and the last thing you need is an argument, they rely on you telling them to get lost and you walking away, and know in time you will forget about them, they have your money and it cost them nothing to get it, you pursue them in anyway you can, imagine if everyone complained to the ombudsman about them and the society of insurance, trading standards, your member of parliament, an election is not far away, time for the politicians to please us, they only exist because of trusting people like you and me, we could close them down if we stick together, after my experience with them I am convinced every story on here about them is true.”

Helpful Report

Posted 5 years ago

“We got a Lhasa Apso from a animal sanctuary, three years ago, we were advised to get pet insurance, which we did, she was alovely dog, but suffered from cherry eye in both eyes, we took her to Pets at home and was given cream to put in her eyes to help, with the problem escalating, she then started to get ulcers after treatment it cleared up, a few months later they return, she was scratching her eye as her eye was annoying her, and so she was making the cherry eye really sore, and the vet advised surgery to have the cherry eye operated on, tp put it back underneath her eye lids, the eye vet wanted 1750, so we put in a claim, and awaited a reply, 5 minutes late I received email, they wouldnt pay for the operation, as she had cherry eye when we got her and we informed them of this when we took out the insurance, I pleaded with them, they didnt give a stuff, we have handed her over to another rescue center, as we cant raise that amount of money, we have had calls constantly saying she id=s howling all day and night and growls at anyone who comes near her, my wife and me are upset, but this company should be struck off as not fit for purpose, they should call themselves Animal my arse friends insurance a Minus 10 if you could vote that This Martin Lewis feller should investigate this lot for animal cruelty.”

Helpful Report

Posted 5 years ago

“I tried to get insurance for a 15 week old Samoyed puppy as the free insurance was running out. I had to call rather than online as the assumptions online are that they have not been to the vets for anything prior. He did go to the vets for diarrhea being a new puppy and change of environment - I was after a lifetime policy and animal friends would discount any digestive issues for the lifetime of the puppy. Absolutely ridiculous considering he has no known issues.”

Helpful Report

Posted 5 years ago

“Do not use this company. After 10 yrs of pay a hefty premium. Made a claim when my dog had his spleen removed. They raised my premium from £682 to £1492 !!!!”

Helpful Report

Posted 5 years ago

“A friend of mine was looking after my dog while I was on Holiday it managed to get out of his harness and got run over cost 6 thousand pounds in vets bills my insurance with animal fiends was not enough to cover the costs but the small amount on the policy I had animal friends would not pay up said it was the person who was looking after the dog had not put his Harness on correct.”

Helpful Report

Posted 5 years ago

“Very expensive premium that goes significantly higher second year. So not worth to renew. But wait to see how bad this insurance is when you have to make a claim. Especially if you have to take your pet to an emergency vet. Full medical history was requested for a cat since his birth (7 years of it). After 2 weeks of reviewing the medical history claim was progressed and out of £200 claimed Animal "Non-Friends" Insurance agreed to repay £0.00. With a remark "You should refer to your policy wording for an explanation of items not covered by your policy". Policy was cancelled in the same minute.”

Helpful Report

Posted 5 years ago

“Nearly a year ago my dog died from cancer. I was insured with Animal Friends at the time. I made a claim only to be told they wouldn’t pay out because 4 years previous she’s had gastroenteritis and any other stomach prob would not be covered. My vet said the stomach cancer was a completely different issue. He wrote a letter stating this. Still they refused to pay out. Never again would I use animal friend pet insurance. They don’t like paying out and will use every excuse not to”

Helpful Report

Posted 5 years ago

“Animal friends stalled for over a year despite having all documents from my vet. I have received my money (it has gone to the vet who I have already paid). I will not use them again. Customer service is very poor.”

Helpful Report

Posted 5 years ago

“Had my dog 12 years and never made a claim. Earlier this year she became ill with what turned out to be pancreatitis and hepatitis. After paying out £1400 to get her fit and well my claim was declined as she had had a bout of diarrhoea the previous year. This, they claimed, was a symptom of her disease and therefore they said I hadn’t disclosed a preexisting condition and nullified her policy for anything relating to her stomach, kidneys and liver. I asked them to review their decision as the vet stated there was no link whatsoever. My request was refused. DO NOT use this company - they will use any excuse not to pay you. Disgusting! And now because of her age, I am unable to get insurance elsewhere. Very disappointing.”

Helpful Report

Posted 5 years ago

“Would give minus if I could. Don’t not use this company. Been with them 3 years never made a single claim always paid to save any hassle for things like gall stones etc. When I found lumps on my dogs stomach I immediately got it checked out and paid extra to check for cancer, all came back clear and Save the hassle I paid the bill of around £300. Lumps came back 11 months later and had op to remove costing £800 as then they become cancerous, obviously they declined the claim as I didn’t tell them the first time around. Even tho there was no diagnosis they were clear and I paid. Now I’m exempt from any tumour or cancer. Service is rubbish, staff sound like they are 12, unable to have a conversation just like to quote your T&C. Total waste of money. Wish I had looked into them first.”

Helpful Report

Posted 5 years ago

“Awful customer service - was not interested in helping me renew my quote. Agent said ‘can’t tweak it - it either goes up or down’. He couldn’t have been less interested! Having seen other reviews I’m now going to try someone new on principal - even if it costs more. I hate using phones and this is why.”

Helpful Report

Posted 5 years ago

“This company are dreadful...My beautiful cat passed away due to cancer, aged 15..Animal Friends has been messing me about for the past 2 months.. When I phone them I get an idiotic member of staff deliberately putting me off, asking for details about vaccinations!..This has nothing to do with my pet whatsoever, as it has been under the care of my vet since 3 months old, and has received the best treatment in his life..Which wasn't often, as he was rarely ill, up until the last 2 months of his life..I have now put in a complaint against them..The next step is the Ombudsman...Avoid this company like the plague!..They should be reported!”

Helpful Report

Posted 5 years ago

“I took out Insurance about 4.5 years ago, as with house Insurance it listed policy benefits etc. ie death of cat £500 i have an excess of £99 my cat got killed yesterday in a road accident, i wanted him created as, i am leaving my house, and didn't want to leave cat there buried in the Garden, when i rang i was told i may get £10 back that was what said i paid for him, i argued this i may now get £25 i am being sent a claim form, on one hand its say death of a pet £500, then it as a clause, you can't get back more than you paid for the Pet, disgusting and mis leading, i have never made a claim.”

Helpful Report

Posted 5 years ago

“We had dog and cat insurance they wouldn’t pay out for either. Our dog had an ear infection that would not shift she had anaesthetic to flush them out twice. But because she had had an ear infection before ( which cleared up with the meds) they wouldn’t pay.”

Helpful Report

Posted 5 years ago

“Absolute rip off, they can and do classify everything as a pre-exisiting medical condition after you make a claim, in our case a water infection in 2013 followed by a urine infection in 2019 was rejected. Their staff are patronising when you discuss a claim and their complaints system is a joke, please don't waste your money on these crooks. Please look elsewhere.”

Helpful Report

Posted 5 years ago

“Animal Friends have taken forever to process our claim then refused to payout on my claim absolute scum bags avoid at all costs they do every thing in there power to not pay out they happy to take you money but when it comes to a bit of pay back they don't want to know looser AVOID SCUM”

Helpful Report

Posted 5 years ago

“I have been with AF for over nine years for my two large breed dogs. Having taken the Prestige insurance as been stung in the past, my premiums have increased year on year due to both dogs having congenital arthritis. As they are both getting on now, this last year there has been a lot of medication and trips to the vets. Note my surprise this morning to receive a renewal which for one dog is increasing by no less than £1063.32 a year. That and the 20% I pay on each claim anyway as over 8 years old and the excess too! I am horrified but am stuck as cannot get insurance with anyone else for pre-existing conditions. I would advise all to shop around and not go with a company who is underwritten by Red Sands based in Gibraltar. This company is not nice to deal with - particularly when you need them during a stressful time when your beloved pets are unwell.”

Helpful Report

Posted 5 years ago

Animal Friends is rated 1.7 based on 579 reviews