Animal Friends Pet Insurance Review

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3.8 stars
Average rating for this product is: 3.8 out of 5

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Guest's Review of Animal Friends Pet Insurance

3rd Nov 2009

Overall Rating

3 stars
  • Value for money
    4 stars
  • Customer service
    2 stars
  • Have you made a claim?
    Yes

The claim I made to Animal Friends Insurance was promptly settled with no fuss. However, in the process of the claim they picked up that my cat had been treated for conjunctivitis when I first had him and I had not declared this. I accept it was my mistake, but it was an error not an effort to deceive. I got a very brisk letter telling me all eye conditions would now not be covered. I spoke with customer services and, rather like you get with Indian call centres where they read a script, the girl just kept repeating that this was policy. This was the first time I have owned a cat and, angry and upset, I fired off a letter. I'm sorry to say it was my anger speaking when I wrote that I would make sure via the internet that people knew what I felt about the organisation and the response was to get an over-bearing and threatening letter from someone legal. Such a letter merely poured fuel on the fire.
The organisation is good value for money, but my experience is that they have little idea of customer service. Eventually I discovered that, as with other insurers, excluding all eye conditions was usual if there has been a problem and not, as the initial letter implied, because I had made an error. Had they explained this on the phone I would have been understanding, even though I think all pet insurance companies do make a big deal out of a one-off simple eye problem from which numerous cats suffer.
When this company was set up I suspect it was great. I wonder if it has changed its focus since being taken over. I have no evidence for that and only future reviews will show.

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