Animal Friends Reviews

Name: Animal Friends
Rating: 1.65

1.7 Rating 570 Reviews

15 %

of reviewers recommend Animal Friends

Company Reviews

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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

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

“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

“DO NOT TRUST THIS COMPANY TO INSURE YOUR PET - I am disgusted with this company. Our dog could not walk and had pooring diarrhea so we took him to the emergency vet. They x-rayed him to check for obstructions in his stomach. We sent the claim in and Animal Friends retrospectively added this clause to our 'Lifetime-Super' cover: "Diarrhoea - Excludes cover on all claims with respect to the Digestive System with effect from 23 May 2019." We are furious. How can a company retrospectively add an exclusion to avoid paying a claim!! Utterly disgusted with them.”

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Posted 3 years ago

“Animal Friends? I don't think so! All I can say is...with 'friends' like these, who needs enemies!”

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Posted 3 years ago

“I have made two claims with this company but unfortunately due their small print, lack of knowledge and empathy I have found them to be a complete rip off. If you have a pet please could you ask them to time their illnesses (or in our case, death) to be more in line with the policy timings. Only had two claims in two years - first was an ear infection. We went to the vets on day 18 of first taking out the policy to be told by Animal Friends "well the infection must have started within the 14 day initial period" - must get the dog more educated on when she can time this better in future. Second claim - leg lame in last month of policy (April) and Xrays followed by euthanasia in first month of the new policy (May). All one event but - two excesses and 2 x 20% of costs to ourselves. Animal Friends paid less than we did and minus a much loved dog! Okay so we are one week into paying you for a full month of insurance - you said you have automatically cancelled further payments from us so do I get a refund for the three weeks of insurance I don't need as this works both ways? No that that either...... I was made to feel like a hinderance when I queried it. Appalling service and feedback will be left to other sites and animal services so others don't fall foul.”

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Posted 3 years ago

“Do not use this company. If you have a policy, cancel it immediately. Dishonest company that try to avoid paying all claims. Go somewhere else.”

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Posted 3 years ago

“We have been paying for pet insurance SUPERIOR COVER for our Dog Ruby for 4 years. In March this year she was diagnosed with Damage to her Cruciate Ligament to her right rear Knee. I phoned Animal friends to inform them of this, I was disturbed to be told that " Looking at the policy, she SHOULD be covered for this". I said to the woman on the phone that my dog is covered for £2000, what do you mean SHOULD? The woman couldn't answer me and said I need to ask the Vet to request Pre-approval because the cost would be over £1000. The Vet sent the request on 26th March, we have heard nothing since and Animal friends won't answer the phone, (Probably blame covid) like every other chancer in the UK. It's now Thursday 22nd April and my dog's operation was due tomorrow, Friday 23rd April. We are absolutely disgusted with this, and our dog has to go without her operation that she badly needs, we can't afford £2000, that's why we took out the insurance for problems like this. I should have took more notice of the reviews for Animal friends as a lot of them have had bad times with them not paying out. I have cancelled the direct debit now as it seems the policy is not even worth the paper it's written on. THE GOOD REVIEWS ARE MOST LIKELY ADDED BY THEMSELVES. IF YOU LOVE YOUR PET, AVOID THESE RIP OFF MERCHANTS, THEY WILL DO ALL THEY CAN TO GET OUT OF PAYING FOR YOUR PETS CARE. Animal friends, Don't insult my intelligence by replying with a generic answer to this review. I DON'T WANT AN ANSWER, WE ARE FINISHED WITH YOU. Man up and do what people are paying in for years for. YOU SHOULD BE ASHAMED”

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Posted 3 years ago

“Like the previous reviewer I had superior cover for my cat which I never claimed on. My cat had dental treatment under anaesthesia which I know they don’t cover but during the operation they discovered she had oral cancer which was in operable and terminal. I was very reasonable with my claim and knew non of the dental work was covered and I only asked for a contribution towards medication for her palliative care already subject to £99 excess and 20percent co payment but they wiggle and squirm there way out of any payment.”

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Posted 3 years ago

“I have ‘superior’ policies for each of my 4 cats. I have never submitted a claim until recently when my cat had to have emergency surgery for an abscess. Animal friends have refused my claim as they have regarded it as dental treatment. Looking at reviews, it seems they always find find a way to get out of paying out for claims. They refer to their terms & conditions, however this information isn’t in your policy. Us pet owners take out insurance to cover the costs of unexpected accidents or illness, however you will not get this reassurance with Animal Friends. I’d advise you to look elsewhere or save the monthly premiums instead. I will be cancelling my policies & will be writing to this ombudsman. Very disappointed.”

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Posted 3 years ago

“Corrupt insurance company, they try everything to get out of paying a vet bill, yet they take thousands off individual pet owners, it’s unbelievable the excuses they come up with. Please please stay clear of this so called insurance company”

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Posted 3 years ago

Animal Friends is rated 1.7 based on 570 reviews