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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“As a business owner, I tend to only leave good reviews for positive experiences as I understand the detrimental effect a review can have on a company. This is the first bad review I have ever written and I feel it is necessary because this is a company people trust with their pets health. I have recently moved from a ran down area with a lot of crime, in which I lived on a very busy main road. Temporarily, I moved into my parents in a quiet pleasant village. Animal friends used this as an opportunity to put the premium up (We have never made a claim) - which i thought was odd. Finally, getting the keys to my own house which is *250 yards!!!* from my parents house, i phoned Animal friends to change my address. I was told this has also affected my premium and the cost increased again. It was explained to me that the cost may have gone up due to the amount of claims in the area (which i cannot understand as it was considerably more dangerous where i was living at my original address) and another reason may be the cost for animal prescriptions. However - this time i wasn't moving district, i was moving 250 yards - the other side of the small pond in our little village. Animal friends clutch at straws and use any excuse to increase your premium - this meant I lost complete trust and i can only assume they will do everything they can to find an excuse not to pay out when needed. Therefore, I have cancelled my policy - not because of the increase - but because of the lack of trust & principle - this is not how to treat your customers! I am happy to pay more for the cover elsewhere.”

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Posted 3 years ago

“Absolutely shocking service, they say they insure your pet but by the time they take off the excess abs then an extra 20% for older dogs you get next to nothing back. They don’t care when you speak to them”

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Posted 3 years ago

“Disgusted been with this company since 2017 as soon as I need a claim for my dog they are making excuses to pay not happy going to take this Further”

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Posted 3 years ago

“My dog was diagnosed with salivary gland cancer and had a tumour removed 10/12/20. Said they would not pay out as she had a lump in her neck which as in fact panniculitus (spelling?). My vet had to write a letter to say they are not linked - second tumour removed in May - they are refusing to pay this. My policy has doubled in price and I have found out today that all her medical problems have subsequently been excluded from the policy. So I am now paying £17.99 per month for my 13 year old cross breed - outrageous company”

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Posted 3 years ago

“Absolute shambles!! My vets submitted a claim through Pawtal on 6th August.....after two weeks I contacted them as I'd heard nothing....said there was a query outstanding but they hadn't contacted me to resolve. Was advised they would progress claim. I've called since and now been informed that there was another query....again no contact from Animal Friends so the claim is in limbo. Said they would progress but still nothing. I have also emailed them over a week ago and nothing received back....they are not interested, terrible communication and I can see me having to fight to have my claim paid......absolute shocking behaviour.”

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Posted 3 years ago

“My advice- stay well clear of these clowns. It’s not even animal friends… that’s just a cover name. The actual company is Red Sands - and they couldn’t care less about your pet. It’s all about a money making business to them. They are rude and immoral.”

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Posted 3 years ago

“They have a disgusting attitude towards your pet AVOID THEM AT ALL COSTS!Shocking customer service and they have absolutely NO interest or sympathy in your pet!!!! I was told on day 13 at 10pm of the 14 day cooling of period when my cat nearly died of a very sudden and new illness that they would would NOT be covering his vet fees which was £1,000! And they wouldn't be covering any future illnesses either!!!! Was then asked "would I like to cancel my policy" absolutely disgusting, all Animal Friends care about is sales targets and NOT your pet!!!!!! I wouldn't recommend them to anyone ever!!!!”

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Posted 3 years ago

“Refused to pay out for MRI scan on 7th July 2021 only because puppy had a visit to vets on the 16th November 2020 after bashing into the closed patio door and causing temporary lameness, in other words like a pulled muscle. 6 months later she was taken to vets with bleeding nails and was recommended to have MRI scan as it could be neurological or osteopathic? Vet hospital wrote to Animal Friends saying the condition found has nothing whatsoever in connection with the 1st incident. They still refuse to pay because they say the policy taken out on 11th November was inside the 14 day cooling off period and is classed as 'pre-existing' condition! Had she not run into the door by mistake she would have not gone to the vets until June in the 1st place. If the vet had not printed out her full history by mistake, this claim would be valid as it is only claiming for MRI scan NOT the unrelated incident on 16th Nov 2020 Absolute thieves. I am so stressed out financially not to mention the fact my poor puppy may have to be put down at some point in the near future!”

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Posted 3 years ago

“Took out a policy last year, and accepted the renewal price this February. My dog then went in with suspected pancreatitis and because she went to the vet in 2019 with an upset stomach… they are refusing to pay. ONE visit to the vet as she was off her food for ONE day. That does not make it a pre existing condition. A vile company in my opinion, do not use. Will fight this disgusting money-grabbing company all the way to the financial ombudsman.”

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Posted 3 years ago

“Refused to pay out saying that they don't cover dental but my vet didn't even claim for dental, the claim was for tonsillar cancer. I do not need this added stress when my dog is dying.”

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Posted 3 years ago

“My dog has a torn cruciate ligament and refused claim by animal friends. They said the vet needs to prove its not caused by a patella knee which she is not covered under the claim by doing an X-ray before hand. My dog is having an X-ray and the operation straight away. I explained the test is due to exercise the knee is not involved. For a £2200 operation and £99 excess. I would only claim £901.00. After paying for 5 years. Dissatisfied with service.”

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Posted 3 years ago

“Fair prices and always been responsive and easy to process claims through my vet”

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Posted 3 years ago

“Paying every month when I had my beautiful cocker spaniel put to sleep they had the bloody cheek to say there was a out standing bill I never claimed owners beware at a very sad time They don't care just want your money I certainly won't be using this company”

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Posted 3 years ago

“Absolute rip off merchants doing everything possible to avoid paying out on perfectly valid claims. Have been paying for the top cover for 7 years since adopting my lovely rescue dog when she was 4 years old. Currently getting the run around as they delay matters no doubt will then say it is not valid as it will then be over the 90 days to submit a claim (which they did a few years ago). The monthly premium of £93.05 due to increase to £111.57 soon minus the £99 excess on each condition and 20% not allowed as my dog is over 8 years . This is despite the fact that I buy the medication from online vet saving about 70% on the claim costs. Was taken in by the 'animal friendly' charity stance they portray on the ads but they are the worst animal insurance company ever encountered. With my earlier dogs I insured them with the PDSA and Pet Plan but went with Animal Friends this time thinking they were helping animal charities etc. AVOID as the stress and time taken trying to get a claim processed is not worth the hassle. Wish I had set up a direct debit to building society account for any unexpected vet bills etc.”

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Posted 3 years ago

“Do not use this company for your animal insurance they sent a bunch of liars that have no intention of coughing up if they can help it.”

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Posted 3 years ago

“Thus far - TERRIBLE! First They sent me the wrong forms - so then rejected them. Correct forms submitted - Claim now 'Suspended' they want ME to contact a vet I haven't been with for 7 yrs - when dog was only 4yrs old. - Trying to find a 'pre -existing condition' methinks! - Dog has 'Arthritis of ageing' now he is 12yrs. Can tell by their whole attitude that they are trying to get out of paying. - 'Watch This space.' - Still fighting the first round!”

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Posted 3 years ago

“Absolute crooks Two claims and they have changed policy and exclusions and wordings to get out of both of them Disgusting people who should not be selling insurance”

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Posted 3 years ago

“Disgusting, wouldn’t pay out, I have been paying for over eight years and never claimed. Now I have a small claim off the vet for £1500. Avoid at all costs.”

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Posted 3 years ago

“Do not use! Terrible company who just take your money and refuse to pay out! I am £900 out of pocket even though I had the highest policy with an ill pet who is uninsurable with anyone else. Customer service is useless and cannot answer any questions you have. Will be taking to the ombudsman when I finally get a reply from animal friends with my complaint!”

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Posted 3 years ago

“AVOID AT ALL COSTS. They take your money and when you put a claim in its rejected, even though I had rang up and made sure it was covered. First excuse was that it was a pre existing complaint, even when they had proof with history via former vets, and dog passport. I was then told categorically that the history and passport clearly state the condition of THEY DO NOT AS IT WAS NOT A PRE EXISTING CONDITION. So they lie to you and do not seem to have any qualms in ignoring the truth. They did however make this statement whilst the call is Recorded, this means that the reasons they have given me are false for not paying the claim. I am sure the relevant departments will be looking to get out of this situation, however, a couple of daily newspapers are extremely interested in this, as Animal friends are the only animal insurance company to make a profit last year I am informed, and have (despite their claims) a lower payout than a few of their competitors. I also bet a manager calls me now, they have not bothered to try even a repeated requests. Finally sorry for the rant however it was to give a clear and honest picture. Did I mention the FSA can give unlimited fines and impose strict rules when a company has been shown to be deliberately not paying and lying.”

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Posted 3 years ago

Animal Friends is rated 1.7 based on 579 reviews