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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“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?”

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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!”

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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

“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 2 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 2 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 2 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 2 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 2 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 2 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 2 years ago

Animal Friends is rated 1.7 based on 570 reviews