Animal Friends Reviews

Name: Animal Friends
Rating: 1.65

1.7 Rating 579 Reviews

15 %

of reviewers recommend Animal Friends

Company Reviews

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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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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

“I tried to get insurance for a 15 week old Samoyed puppy as the free insurance was running out. I had to call rather than online as the assumptions online are that they have not been to the vets for anything prior. He did go to the vets for diarrhea being a new puppy and change of environment - I was after a lifetime policy and animal friends would discount any digestive issues for the lifetime of the puppy. Absolutely ridiculous considering he has no known issues.”

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Posted 5 years ago

“Do not use this company. After 10 yrs of pay a hefty premium. Made a claim when my dog had his spleen removed. They raised my premium from £682 to £1492 !!!!”

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Posted 5 years ago

“A friend of mine was looking after my dog while I was on Holiday it managed to get out of his harness and got run over cost 6 thousand pounds in vets bills my insurance with animal fiends was not enough to cover the costs but the small amount on the policy I had animal friends would not pay up said it was the person who was looking after the dog had not put his Harness on correct.”

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Posted 5 years ago

“Very expensive premium that goes significantly higher second year. So not worth to renew. But wait to see how bad this insurance is when you have to make a claim. Especially if you have to take your pet to an emergency vet. Full medical history was requested for a cat since his birth (7 years of it). After 2 weeks of reviewing the medical history claim was progressed and out of £200 claimed Animal "Non-Friends" Insurance agreed to repay £0.00. With a remark "You should refer to your policy wording for an explanation of items not covered by your policy". Policy was cancelled in the same minute.”

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Posted 5 years ago

“Nearly a year ago my dog died from cancer. I was insured with Animal Friends at the time. I made a claim only to be told they wouldn’t pay out because 4 years previous she’s had gastroenteritis and any other stomach prob would not be covered. My vet said the stomach cancer was a completely different issue. He wrote a letter stating this. Still they refused to pay out. Never again would I use animal friend pet insurance. They don’t like paying out and will use every excuse not to”

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Posted 5 years ago

“Animal friends stalled for over a year despite having all documents from my vet. I have received my money (it has gone to the vet who I have already paid). I will not use them again. Customer service is very poor.”

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Posted 5 years ago

“Had my dog 12 years and never made a claim. Earlier this year she became ill with what turned out to be pancreatitis and hepatitis. After paying out £1400 to get her fit and well my claim was declined as she had had a bout of diarrhoea the previous year. This, they claimed, was a symptom of her disease and therefore they said I hadn’t disclosed a preexisting condition and nullified her policy for anything relating to her stomach, kidneys and liver. I asked them to review their decision as the vet stated there was no link whatsoever. My request was refused. DO NOT use this company - they will use any excuse not to pay you. Disgusting! And now because of her age, I am unable to get insurance elsewhere. Very disappointing.”

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Posted 5 years ago

“Would give minus if I could. Don’t not use this company. Been with them 3 years never made a single claim always paid to save any hassle for things like gall stones etc. When I found lumps on my dogs stomach I immediately got it checked out and paid extra to check for cancer, all came back clear and Save the hassle I paid the bill of around £300. Lumps came back 11 months later and had op to remove costing £800 as then they become cancerous, obviously they declined the claim as I didn’t tell them the first time around. Even tho there was no diagnosis they were clear and I paid. Now I’m exempt from any tumour or cancer. Service is rubbish, staff sound like they are 12, unable to have a conversation just like to quote your T&C. Total waste of money. Wish I had looked into them first.”

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Posted 5 years ago

“Awful customer service - was not interested in helping me renew my quote. Agent said ‘can’t tweak it - it either goes up or down’. He couldn’t have been less interested! Having seen other reviews I’m now going to try someone new on principal - even if it costs more. I hate using phones and this is why.”

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Posted 5 years ago

“Don't use Animal Friends to Insure your pets, there information they miss out like they tell you, when you lose your pets you receive a percentage of the cost but that's only if your pet gets knock over,!! Also after 8years of age you lose 20% of your claim but your monthly payments go up,,? Do your research”

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Posted 5 years ago

“After reading bad reviews on this site i was concerned about animal friends paying out my claim for emergency surgery for my border collie at a major cost. However i received excellent service throughout the process and they paid out the claim.”

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Posted 5 years ago

“This company are dreadful...My beautiful cat passed away due to cancer, aged 15..Animal Friends has been messing me about for the past 2 months.. When I phone them I get an idiotic member of staff deliberately putting me off, asking for details about vaccinations!..This has nothing to do with my pet whatsoever, as it has been under the care of my vet since 3 months old, and has received the best treatment in his life..Which wasn't often, as he was rarely ill, up until the last 2 months of his life..I have now put in a complaint against them..The next step is the Ombudsman...Avoid this company like the plague!..They should be reported!”

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Posted 5 years ago

“I took out Insurance about 4.5 years ago, as with house Insurance it listed policy benefits etc. ie death of cat £500 i have an excess of £99 my cat got killed yesterday in a road accident, i wanted him created as, i am leaving my house, and didn't want to leave cat there buried in the Garden, when i rang i was told i may get £10 back that was what said i paid for him, i argued this i may now get £25 i am being sent a claim form, on one hand its say death of a pet £500, then it as a clause, you can't get back more than you paid for the Pet, disgusting and mis leading, i have never made a claim.”

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Posted 5 years ago

“We had dog and cat insurance they wouldn’t pay out for either. Our dog had an ear infection that would not shift she had anaesthetic to flush them out twice. But because she had had an ear infection before ( which cleared up with the meds) they wouldn’t pay.”

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Posted 5 years ago

“Absolute rip off, they can and do classify everything as a pre-exisiting medical condition after you make a claim, in our case a water infection in 2013 followed by a urine infection in 2019 was rejected. Their staff are patronising when you discuss a claim and their complaints system is a joke, please don't waste your money on these crooks. Please look elsewhere.”

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Posted 5 years ago

“Animal Friends have taken forever to process our claim then refused to payout on my claim absolute scum bags avoid at all costs they do every thing in there power to not pay out they happy to take you money but when it comes to a bit of pay back they don't want to know looser AVOID SCUM”

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Posted 5 years ago

“I have been with AF for over nine years for my two large breed dogs. Having taken the Prestige insurance as been stung in the past, my premiums have increased year on year due to both dogs having congenital arthritis. As they are both getting on now, this last year there has been a lot of medication and trips to the vets. Note my surprise this morning to receive a renewal which for one dog is increasing by no less than £1063.32 a year. That and the 20% I pay on each claim anyway as over 8 years old and the excess too! I am horrified but am stuck as cannot get insurance with anyone else for pre-existing conditions. I would advise all to shop around and not go with a company who is underwritten by Red Sands based in Gibraltar. This company is not nice to deal with - particularly when you need them during a stressful time when your beloved pets are unwell.”

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Posted 5 years ago

“This company is a disgrace. Keep well clear. They will do anything NOT to pay out. They do not care a fig about animals - they are definitely NOT animal friends. Complete waste of money on the premiums and definitely NO peace of mind.”

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Posted 5 years ago

“Received an email this morning for pre Authorisation for a Patella operation booked in for Monday. They are using a clause exclusions 1.3 1.31 Bilateral where it can happen on either side of the body. Well I shall be taking this further as some others have done so starting with the Financial Ombudsman. They have agreed a lump removal. Think everyone should see where I am coming from. They don't want to pay out. Even the referral team agree it is incorrect.”

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Posted 5 years ago

“I would like to agree with most of the comments relating to Animal Friends, their very shabby treatment of customers and their refusal to pay out for genuine claims. I would also point out that they will refuse to pay for any overweight pet if they can relate the illness/condition in any way to its weight. Exclusions as below :- Section 1: Vet Fees 1.3 Exclusions The following are excluded from cover: 1.3.18 Costs for treatment or conditions arising from your pet being overweight, except weight gain as a result of a diagnosed illness; I did write to the company several times asking just what value I was getting for my premium so long as my dog was classified as overweight and they refused to give me this information. There are many alternative insurance providers out there and I would strongly advise anyone to consider these ahead of Animal Friends.”

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Posted 5 years ago

Animal Friends is rated 1.7 based on 579 reviews