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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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”

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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!”

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Posted 2 years 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”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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 .”

Helpful Report

Posted 2 years ago

“Understaffed and woefully mismanaged at the front end. Why in the WORLD should it take over an hour just to PICK up your pet from surgery. I waited 45 minutes, my friend , who arrived at 2:55pm left there at 4:00. Why would all pick-ups NOT be placed in ONE line to expedite your operation and run it more efficiently. It was piss-poor service and the fact that “ there are only 2 of us” (your employees answer!) as IF that is our creation and not just really poor management. There are better ways of doing this - ask UCANN- they know how to run in an efficient way with WAY more customers than you. Stop making excuses for blatantly and arrogantly making presumptions on everyone else’s time. Your time is NOT more valuable than mine, or the other 25-30 packed in that lobby . Only 2 of them? That’s YOUR fault. I would not adopt an animal from your facility if you were the last shelter in the universe. You could do better, and that’s just an embarrassing shame considering you always want donations? Why don’t you spend some on additional employees?”

Helpful Report

Posted 2 years ago

“Initially, there was an old, overweight woman who berated me about the fact my husband was unable to come. Telling me, "YOU CAN GO AWAY MAD", but all shelters require the entire household in attendance. Thank goodness for Eve. I was made to feel welcome and eventually left with the most lovely adult cat. Thank Eve.”

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Posted 2 years ago

“After insuring my dog with them for over 10 years and only having 1 previous claim for less than £200 they dragged out my final claim when we had to have my dog put to sleep. It took them 5 weeks to pay out less than £160. I clearly explained the situation to them at the very beginning and provided receipts and completed claim forms etc. They were slow to respond to emails, taking several days between them. At a time like this you want the claim to be simple as every time I was having to correspond regarding this was causing distress. So don’t be fooled by the name, I think I was, thinking that Animal Friends was a caring special insurance company, as with my experience they clearly are not. I would neither use them again and would definitely not recommend.”

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Posted 2 years ago

“Do not use so bad, my dog has bone cancer in the mouth, put in a claim for £4000 to cover mri and the op to remove. Claim was rejected as it doesn't cover teeth or gum problems. It's not teeth or gum it's bone cancer”

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Posted 2 years ago

“Happy to take my payments for two dogs but both times found excuses why they won’t pay out . Took there time to decide so pets both in pain waiting for answers . One of my small dogs put my monthly payments up to over £80 and told I now also pay 20% of the bill as well as the excess . Shocking getting to speak to someone and now been told because I live in a small holding my border collie is a working dog . I’m contacting the I’m contacting the ombudsman.”

Helpful Report

Posted 2 years ago

“I have a 11 year old Yorkshire Terrier, had pet insurance all his life, with animal friends for the last 4 years, and have the higher policy too. Never claimed anything for him. He had an emergency, life and death situation. I paid nearly £1000 to get him stable, will be an ongoing issue for life now. Animal Killers (aka Friends) will not pay me a single penny to cover anything, even the vets are disguisted in Animal Friends behaviour, and have had to force me to cut my little best friends treatment shortening his little life, thanks a lot Animal Killers - please anyone who cares about their pets stay away from this nasty vile company!”

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Posted 2 years ago

“We have made 3 claims on this insurance, quick and easy and payment in the bank within 3 days, no problems at all.”

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Posted 2 years ago

“We have made 3 separate claims, all dealt with very quickly and money in account within one week, very efficient.”

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Posted 2 years ago

“They were quick setting up my account and helping me to get the right insurance for me or so I thought. This was done over 7 year's ago . I just lost my dog and found out there not paying out. we thought were covered for our dogs death upto £750 , That’s how it was worded in the policy, look at all the documents. it was different in the small print, i received a email saying sorry for your loss, after all the year's being with. I cancelled all remaining policy’s for my other GSD. Got them insured now with a other provider cheaper. AVOID THE CON!”

Helpful Report

Posted 2 years ago

“Been declined a claim. Any Decisions made are on advice by your vet. Something was noticed but told to just leave. Animal friends noted it. Only when the vet thinks, ah this needs removed I instantly make a claim to be told ITS OUT OF DATE! And I’m not covered for that op. What’s the point in insurance. Been with them for years, no claims made and now refused through absolutely no fault of mine. DD debit cancelled with immediate effect. Do not go near”

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Posted 2 years ago

“Been refusing a pay out after saying it was linked to a previous claim despite our vets contacting numerous times to tell them they were two complete separate illnesses. Have been fighting a pay out for a year now with no communication from animal friends as to what was happening leaving us completely in the dark. They’ve stated they need more evidence but when asked what evidence they needed nobody actually knew. Shocking company who avoid paying out as best they can, with terrible communication.”

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Posted 2 years ago

“Great people !!”

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Posted 2 years ago

Animal Friends is rated 1.7 based on 579 reviews