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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“My small dog has been insured with Animal Friends for 12 years and only had one small claim. As she has got older, the premiums have significantly increased and this year they have doubled the premium. This has made it unaffordable at the time she is likely to need it most. Shocking discrimination against older pets.”

Helpful Report

Posted 1 year ago

“So bad they have to be dishonest, stupid reasons for refusing claims or paying much lower expenses than vets bills - put you money in a savings account for your pets - no excesses or lame excuses”

Helpful Report

Posted 1 year ago

“READ YOUR POLICY!!!! Unfortunately my Partners 17 year old Staffy had to be put to sleep because he collapsed several times and could not get up. We rang our local Veterinary Practice where Jack was registered but they did not do weekend call outs, but they gave us a phone number for an emergency Veterinary Practice letter "Dignipets" we called them and they came out to see him at our home. The Vet who attended was very Professional and Sympathetic and explained that it would be best if Jack was put to rest, he talked us through the process and Jack passed away very peacefully in his favourite place on the settee. The Total cost for their services was £420 ( Home Visit £155 + Out of hours Fee £160 + Consultation Euthanasia £40 + Euthanasia £65), the Veterinary Practice were very good and sent the invoice to Animal Friends on our behalf. We received a letter from Animal Friends stating that they had accepted our claim and that we had Claimable Costs of £265 (Maximum of £200 for Emergency costs and £65 Euthanasia) From the £265 they then deducted £99 Policy Excess and a 20% Co-Payment fee, so the total payable would only be £132.80. My Partner had taken out the "Superior Plus" cover and was now paying £81.11 per month (Last years monthly premium £52.98) she had never claimed on the Policy and was not really sure what costs she was covered for, "MAKE SURE YOU READ THE POLICY BOOKLET AND THE ADDITIONAL SHEETS YOU RECEIVE". I will be making a complaint to Animal Friends and the Financial Ombudsman regarding the reductions they have made to the total claim costs and the fact that they set maximum category pay outs. I enquired with our local Veterinary practice where Jack was registered, how much they would have charged for the treatment, they informed me for a Week day call out (Not weekend) the cost would have been in the region of £680. This means that we would have been even further out of pocket, I will be asking why there is such a disparity between the Veterinary charges and why the insurance provider manipulates the costs down with various caveats to their policy, and who sets the maximum treatment pay outs, are they saying that the Vets are over charging, surely the Insurance pay out should be in line with what the Vets charges.”

Helpful Report

Posted 1 year ago

“They will not help and only make this worse being paying 50+ for months only to be messed over never use them !!!”

Helpful Report

Posted 1 year ago

“I had to click on 1 star as that’s the minimum and if I could help it I wouldn’t even have given them that. Appalling service and attitude. Wouldn’t pay out for my dog’s procedure.”

Helpful Report

Posted 1 year ago

“Absolute disgrace, dog had tumours on rear, 13 years old had to be castrated; did everything not to pay out, disgrace; dont use these, obviously dont give a hoot about your pets”

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.”

Helpful Report

Posted 1 year ago

“Absolute charlatans don’t let you know what’s happening with claims, drag their feet and don’t pay. Quibble over every detail of the vets notes and generally make it impossible to claim. They are quick enough to take your payments each year but have no empathy animal friends should be called animal enemies as they take peoples money then don’t pay out people can’t afford to pay all the policy money out to get nothing back but huge rising premiums for less and less of a service. Avoid unless you want a headache and huge bills. They are slow to respond to emails stake at least an hour to answer the phone and they lie on the phone so not worth the hustle and lining their pockets”

Helpful Report

Posted 1 year ago

“I wanted to purchase monthly insurance but 139 was taken from my account that I was promised back within 2 days. 3 days later I am still waiting. Dont bother if it starts like this its not worth the risk”

Helpful Report

Posted 1 year ago

“My mums dog had a mass in her mouth and this got bigger until we had her PTS, our vet put in claim for treatment and cremation and they refused to pay because they exclude dental, teeth and gums and won't cover cremation. This wasn't having teeth out or gum disease, this was we believe cancer because of the speed it grew. The amount was about £740, less excess and 20% of the bill because of her age so didn't amount to much. They were quick to take their monthly money after we had lost Coco and are going to refund that.”

Helpful Report

Posted 1 year ago

“I would give -5 stars, after 13 years of being with Animal Friends and only one small claim was made they decided to cancel my insurance. In an email, they stated that the insurance will be canceled in April 2024, and when I rang them to renew they explained that it was a system and my insurance has been canceled in April 2023 :-( Due to I missed 28 days of renewal day, they are not able to assist me anymore. I received an email on Friday afternoon and tried to contact them the following Monday. Not recommending”

Helpful Report

Posted 1 year ago

“been with animal friends 10yrs put in a claim for my pet dog who had a cancerous tumor removed from her jaw, my claim was rejected as they dont cover any type of dental treatment?? TUMOR DENTAL?? REALLY!! please please look elswhere to protect your loved ones. just added nearly £900 to my credit card thanks to animal so called friends.”

Helpful Report

Posted 1 year ago

“Appalling experience. AF hide behind obscure notes at the vet surgery and misinterpret deliberately for their own benefit. Even the vet said we should receive a large proportion of the claim. I paid insurance premiums for 13 years and they refused to pay out. DO NOT USE.”

Helpful Report

Posted 1 year ago

“Disgusting rip off company. Had insurance with them for over 12 years for 2 dogs. Tried to claim for 1st time and wouldn't cover the first dog as dont cover investigations in the mouth. 2nd dog had a seizure and due to.poor experience thought better get a pre authorisation before any treatment. Now find out they won't cover 2nd dog either as apparently they now don't cover alapaha bulldogs. Didnt have a dropdown in May 2020 for alapaha only bulldog as they weren't common. Obviously auto renewed over the last 3 years and never informed me or asked what type of bulldog they were supposed to be insuring??? Even JOII knew he was an alapaha. Happy to take my money over the 3 years in which I have now never been insured. Joke of a company and you should not be allowed to trade. AVOID AT ALL COSTS”

Helpful Report

Posted 1 year ago

“Had tests to investigate why my cat has started to urinate around the house to rule out a number of potential medical conditions the vet thinks it's possibly behavioural as the tests haven't raised any concerns. My claim is rejected as 'behaviour' is not covered. At the time of undergoing tests we did not know that there was not an underlying medical condition, so I would expect the 'investigation' to be covered. Held a policy for years, never made a claim, but it seems a waste of money to me and I'm going to cancel the policy. Waste of money!”

Helpful Report

Posted 1 year ago

“Been with them 4 years have policys out with 3 dogs £150 a month. Asked if we could have a surgery done, was told we could. 3 days before Christmas to be phoned and told my claim has been cancelled, and they wasnt paying for the £1900 surgery 12 days later.. leaving me with a big vet bill and breaking the bond with both myself and my vet practice, and themselfs. I have had no option but to seek advice against this company. Do not touch them”

Helpful Report

Posted 1 year ago

“Made a claim for a skin allergie, £265. They then sent a letter stating they are now placing an exclusion for claiming for skin allergie issues from this date forward.”

Helpful Report

Posted 1 year ago

“I have 4 pets insured and have had no problems at all. Claims are dealt with quickly and without any quibbling. Have recommended to family and friends.”

Helpful Report

Posted 1 year ago

“You're better off saving the money you pay them & pay for the treatment yourself been with them 7 yrs now I've got to find £1,700 for an operation on my cats mouth cancelled policy immediately”

Helpful Report

Posted 2 years ago

“my dog had an operation for a luxating patella a number of years ago and about 2 weeks ago he had an accident in the house ,which resulted in a limp .I took him to the vets who examined him and determined that his kneecap was fine and unaffected but recommended X-Rays to see what the problem was .Having spoke to Animal friends and explaining (exactly as I have explained here )what had happened and if the pins had moved in his leg due to the accident would he be covered ?. I received an e mail telling me that he wasn't covered for a luxating patella even though i wasn't claiming for that but for X-Rays .Spoke to somebody else and they said apply for pre-authorisation from the vets .Did that and again it was declined .They will not pay for me to have X-Rays taken to determine what the problem is so I have had them done and the vet said it was a ligament problem and I should get some physiotherapy for him as he is still limping but not in pain . Rang again and started to explain what had gone on and I was cut off .The staff either do not know what they are doing or they have been told not to speak to to anyone who's claim has been denied .I never knew that this Insurance firm used staff who could see into the future and decide,even before a vet has decided exactly what is wrong with my pet dog ,without any proof of what they are saying .Disgusting .I will make a formal complaint as i will try to get my X-rays paid for (£99 excess and 20% cost ) but even if they pay I will cancel my insurance with them on the understanding that they have broken their contract with me and my dog appears to have a luxating patella problem regardless of the facts .”

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Posted 2 years ago

Animal Friends is rated 1.7 based on 570 reviews