Name: Animal Friends
Rating: 1.65

“My dog looked like she was either poisoned or having a stroke as she couldn't see or stand up. Took her to an emergency vet at 10pm. After trawling through all her medical records from the day she was born (looking for an excuse not to pay), they couldn't find a reason not to pay so their excuse was that the situation was not an emergency and it could have waited until normal hours appointment. They have docked the emergency part of the vet bill. See attached. I have been a loyal customer for many years and never claimed anything. Absolutely disgusted. Raised a formal complaint and I'm taking them to the ombudsman.”

Helpful Report

Posted 5 years ago

“Terribly disappointing after having complied with all requests, my claim for my poor dog has not yet been processed despite being told it is in the 'priority' section of claims to be processed. My dog had treatment way back in October and I paid a lot of money for her treatment. I have never experienced such a drawn out process such as this, it leaves me very unwilling to continue with Animal friends insurance.”

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Posted 5 years ago

“They have rejected our RTA claim for our dog on the most spurious grounds so now on top of worrying about our pets recovery, we also have to worry about the bill. Do not use this company if you want peace of mind.”

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Posted 5 years ago

“PETS V ANIMAL FRIENDS INSURANCE: People and vets alike are appalled at the behaviour demonstrated by Animal 'Friends' pet insurance. It is time people took action to take back the money robbed from them with these so called 'pre-existing conditions/symptoms' and for the exclusions to be removed. We're starting a campaign to stand up to Animal Friends and aim to prove to the Financial Ombudsman a pattern of deceptive behaviour. With the right support, we can win this! Join on facebook and share your story: https://www.facebook.com/groups/2490670911180867/”

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Posted 5 years ago

“My dod had to be put to sleep because of a Tumour in his colon , because we had a problem existing claim in 2016 for colitis his entire digest system was excluded !! And they would not pay out , although the cancer was not related to colitis seems many people have the same issues with animal friends , even my vet did not recommend them.”

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Posted 5 years ago

“Having been a pet owner for over 40 years and never having made an insurance claim. I took out Animal Friends insurance for my new dog a couple of years ago. She recently had an accident and the claim has been rejected. The agent on the phone twisted the words on the policy to suggest the dog was out of control as it wasn't on a lead even though this was in my large private garden. Outrageously poor. I am making a complaint and will take it to the Ombudsman if they still reject the claim.”

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Posted 5 years ago

“Animal Friends are appalling - do not use them. They will use any excuse to wriggle out of paying up on genuine claims. They will slap exclusions on at the drop of a hat and try to link everything else to them to avoid paying. Total tricksters.”

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Posted 5 years ago

“trying to make a claim for surgery on a leg injury which happened whilst playing. Because i mentioned to the vet over 15 months before that she limped when getting up (because she is overweight and stiff) they said i should have claimed back then! there was nothing wrong with her back then, this is an injury which happened recently and they are failing to pay out. They are worse than useless I WOULD NEVER RECOMMEND ANIMAL FRIENDS”

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Posted 5 years ago

“Just went to change my address moved 20 minutes down the road into a better area, and they double the insurance premium and can give no specific reason after being a customer for 5years.”

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Posted 5 years ago

“Animal friends are the most unscrupulous and dishonourable pet company I have ever dealt with they should be shut down as criminals my dog in 2018 had some bowel problems that got better I did NOT claim or pay any excess late this year 19) the symptoms came back worse I had to claim as it cost me £1250 out of my pension they refused to pay if I had not payed my dog would be dead”

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Posted 5 years ago

“Very poor service. We should all be aware that 'The BIG print gives you what you want to hear and the SMALL print then takes it away' - you should always read the small print carefully. To me, this company is not a freind to the animal or the policy holder. If they can find a way not to cover the claim they will. My advice, if you value your animals health, would be to read the policy document VERY carefully and then look for an alternative insurance provider. Please please DO NMOT USE THEM”

Helpful Report

Posted 5 years ago

“PETS V ANIMAL FRIENDS INSURANCE: People and vets alike are appalled at the behaviour demonstrated by Animal 'Friends' pet insurance. It is time people took action to take back the money robbed from them with these so called 'pre-existing conditions/symptoms' and for the exclusions to be removed. We're starting a campaign to stand up to Animal Friends and aim to prove to the Financial Ombudsman a pattern of deceptive behaviour. With the right support, we can win this! Join on facebook and share your story: https://www.facebook.com/groups/2490670911180867/”

Helpful Report

Posted 5 years ago

“Very upset by the treatment I have received from Animal Friends . Within a few days of owning our dog I took her to the vet as she had a mild case of conjunctivitis . As this was right at the beginning of our policy I understood that any future conjunctivitis would be excluded from being able to be claimed for , which would not have been unreasonable . However what Animal Friends have actually chosen to do , is to exclude anything at all related to her eyes . . . ie any future eye injury accidents , cataracts , eyesight problems etc . This is totally unjustifiable as all she had was , in the vets own words , ‘ a mild case of conjunctivitis ‘ ,which was successfully treated with eye drops . I would strongly advise to steer clear from this ‘supposedly ‘ ,ethical ,company as my experience of them would suggest something very different !”

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Posted 5 years ago

“I made a claim for a new diagnosis by my excellent vet.. My claim was declined!! They said was existing condition!!! They had no intention of paying out. Totally unfair, going to ask my vet to write to them to reiterate this is a NEW condition of arthritis. Meanwhile ive cancelled my policy. Dont use animal friends. I also had to write to see if thry had received the claim. As i know my vet sent it to them. They didnt even acknowledge receipt of claim.. Just declined!!!! Disgusted.!!! Dont insure your fur babies with these.”

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Posted 5 years ago

“Do not use - this is the worst pet insurance company ever. The only thing that they have in mind is to not pay for your claim . When your dog gets old just forget to claim anything at all . Customer service is truly awful”

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Posted 5 years ago

“Long winded claim process of over 10 weeks. Anything you have ever visited the vet for in the past will be gleefully pounced upon and declared a ‘pre existing’ condition, however vague or even undiagnosed the issue was. Complete waste of money. Their main drive is corporate clap trap. Small print technicians and standardised relentless emails”

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Posted 5 years ago

“Both myself and my Mother have been a loyal customers of Animal Friends (A.F) for years with various different policies and pets. I wouldn’t normally write a review to an insurance company but this has been the first and only time my Mother has ever had to make a claim on on her policy and they have completely screwed us over, you would be better putting a little away every month than lining the pockets of these crooks. My mother has had a pony insured with A.F for many years, recently the pony had an accident in the field and suddenly became very lame and sore – unfortunately the various vets were unsuccessful at diagnosing what was wrong with the pony and after a horrendous 2 months of agony, our vet made the decision there was nothing else he could do and to have her put to sleep. This was a horrific time for us all, she was a fabulous young pony with a bright future ahead of her but it was cruel to keep her going in so much pain. A.F dragged their heels in every aspect with the claim, they requested completely unnecessary information, it felt like they were purposely trying to delay the process and upset my Mother. Customer service was terrible, they are your friend when they are taking your money but when you try to talk to them it’s like you’ve just interrupted their pre-lunch nap. Weeks later (going over their own 10 day deadline) A.F made the decision not to pay “loss of use” as my Mother didn’t ask “permission” to have her OWN pony put down. Let’s be perfectly clear, this is not a decision that came lightly. A.F are fully aware of how sore and unwell the pony became because they paid for some of the vets bills but will not pay for “loss of use” or the cost of having the pony PTS under our vet’s recommendation. THIS IS THE MOST LUDICROUS THING I HAVE EVER HEARD, HOW DARE ANIMAL FRIENDS SQUIRM THEIR WAY OUT OF THIS, I AM ABSOLUTELY DISGUSTED - IT IS UNACCEPTABLE THAT AN OWNER CAN’T MAKE THE DECISION TO HAVE THEIR OWN ANIMAL PTS! A.F WENT AS FAR TO INSINSATE THAT MY MOTHER HAD HER PONY PUT DOWN FOR INSURANCE MONEY, WHICH IS ABSOUTELY DISGUSTING!! The real icing on the cake was the unsolicited, uncompassionate phone call the next day from an A.F employee offering my Mother a discount on her next policy when she replaces her pony!!! Is this some sort of sick joke?! A.F has enough staff to make unsolicited phone calls THE DAY AFTER the decision has been made not to pay but can’t manage to decide on a claim on within their own 10 day policy?! Needless to say this has been an incredibly stressful time and it has been completely magnified by the unjust decisions made by Animal Friends and the incompetent, rude, short-sighted staff within the company. We have since both cancelled all policies with A.F, there is so many hidden stipulations, I just don’t see the point in paying for insurance when there are so many ways the company can wriggle out of it? We have insurance as responsible pet owners to protect ourselves and our animals when things go wrong – not to create more stress and worry as A.F have successfully done. It doesn’t stop your pet becoming unwell! THIS DISGUSTING COMPANY DO NOT CARE ABOUT ANIMAL WELFARE AND ARE ONLY INTERESTED IN RIPPING YOU OFF. USELESS A.F!”

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Posted 5 years ago

“For pets over 8 years old , the policies offered are not worth a carrot. excuse after excuse on why claims have been declined , I had two policies and on each claim made certain exclusions deducted, I would shop anywhere else ,other may be more expensive , but it will worth it long term , staff hear are heartless. on line it claimed £250 on death of pet payout not a dime”

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Posted 5 years ago

“I myself have only found out recently what this company is like, i have been with them for years, they hit you when you are vulnerable and the last thing you need is an argument, they rely on you telling them to get lost and you walking away, and know in time you will forget about them, they have your money and it cost them nothing to get it, you pursue them in anyway you can, imagine if everyone complained to the ombudsman about them and the society of insurance, trading standards, your member of parliament, an election is not far away, time for the politicians to please us, they only exist because of trusting people like you and me, we could close them down if we stick together, after my experience with them I am convinced every story on here about them is true.”

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Posted 5 years ago

“We got a Lhasa Apso from a animal sanctuary, three years ago, we were advised to get pet insurance, which we did, she was alovely dog, but suffered from cherry eye in both eyes, we took her to Pets at home and was given cream to put in her eyes to help, with the problem escalating, she then started to get ulcers after treatment it cleared up, a few months later they return, she was scratching her eye as her eye was annoying her, and so she was making the cherry eye really sore, and the vet advised surgery to have the cherry eye operated on, tp put it back underneath her eye lids, the eye vet wanted 1750, so we put in a claim, and awaited a reply, 5 minutes late I received email, they wouldnt pay for the operation, as she had cherry eye when we got her and we informed them of this when we took out the insurance, I pleaded with them, they didnt give a stuff, we have handed her over to another rescue center, as we cant raise that amount of money, we have had calls constantly saying she id=s howling all day and night and growls at anyone who comes near her, my wife and me are upset, but this company should be struck off as not fit for purpose, they should call themselves Animal my arse friends insurance a Minus 10 if you could vote that This Martin Lewis feller should investigate this lot for animal cruelty.”

Helpful Report

Posted 5 years ago

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

Animal Friends Reviews