Animal Friends Pet Insurance Reviews - www.animalfriends.co.uk

★★★★☆
4.4 / 5
87% of users recommend this
  • Customer service

  • Value For Money

Media Gallery for Animal Friends Pet Insurance - www.animalfriends.co.uk

Animal Friends Pet Insurance - www.animalfriends.co.uk
Animal Friends Pet Insurance - www.animalfriends.co.uk

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Latest Reviews

★☆☆☆☆

“Find a better insurer”

Written on: 08/08/2020 by Mitchlang7 (1 review written)

I'd strongly recommend you find a better insurer. I applied for a claim that I think is valid but was refused. When I asked for an explanation I was given a copy and pasted response. When I suggested I may move insurers if this wasn't resolved my policy was just cancelled with no communication at all. The customer service is poor and they try to get out of claims. Don't make the mistake I did and find a more reputable insurer… Read Full Review

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★☆☆☆☆

“Be very aware - cheap and nasty”

Written on: 10/06/2020 by psmike (1 review written)

Drawn to them because they were cheap (bad decision). Their charity work was appealing to me (sucker). On making a very small claim (£90 now paid) I had to go through so many hoops to progress the claim I very nearly gave up. Their complaints decision was insulting, quoting back emails but NOT telephone conversations. Relying purely their fine print, but not acknowledging problems they engineered. If a vet loses or mislays pet history I am directly to blame. There is a very good reason they… Read Full Review

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★☆☆☆☆

“More Like Animal Enemies”

Written on: 22/05/2020 by KRC1 (2 reviews written)

I feel they should be called 'Animal enemies'. Reading posts on here, it seems there is a pattern of not paying out..... Due to CoVid-19 our vets refused the groom our long-haired cats coat, advising I would have to do it. It got so bad the cat was in distress, so I tried to remove one large matted clump of fur which was hard to see & puss was struggling. I unfortunately caused an accidental wound requiring stitches from an emergency vets. Four nights later he had projectile vomiting and was… Read Full Review

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★☆☆☆☆

“Avoid these charlatans”

Written on: 24/02/2020 by Nuckyshuman (1 review written)

If the vet has ever put anything in your dog's record, don't get this insurance. It doesn't matter whether you've done extactly as your vet has advised, some idiot assessor will decide your dog has a 'pre-existing' condition that they haven't informed you will be excluded - even if your vet has said that it's not. They won't pay out, their customer 'service' people will only read from a script. You'll be out of pocket in every way possible. I'm now going to the ombudsman and trading standards… Read Full Review

Psmike's Response to Nuckyshuman's Review

Written on: 10/06/2020

This is clearly why they took pains to see every detail of medical history of our 20 year old cat even though a previous vet had lost its details. Agree with the script reading and they have the gall to provide fake sympathy in their correspondence 'in these difficult times' 'losing a dear friend' and so on. I received payment, angry, but no going to the ombudsman (worn down by the experience). Posted my experience on 10/06/2020

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★★★★★

“Excellent ”

Written on: 21/01/2020 by Lynne20 (1 review written)

My dog needed surgery. You are already concerned about your pet so you don't need the extra worry of " will the insurance pay " I mean it all looks good on paper but is it?! Well I can say from experience it definitely is, hassle free payout is what everyone wants. That's exactly what we got. So glad I insured my pet with animal Friends!! Pp I personally have lifetime cover. May I also say that they can often make direct payments to vets. Should you need to contact them via telephone they are… Read Full Review

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★☆☆☆☆

“DO NOT Insure Your Senior Pet With This Company!!!”

Written on: 08/01/2020 by Kassixyz (1 review written)

DO NOT insure "senior dogs" with this company I have been insuring 2 x dogs both now 10 years old with them for years. It is fine when the dogs are young but as soon as health problems due to old age arise suddenly you are handing over £90 excess PLUS 20% of each claim per condition. On top of that if your dog starts with a Lifelong Condition which, during the first months requires a lot of medication, vet visits for reviews plus physio or treatment, if you do not keep up with sending in… Read Full Review

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★☆☆☆☆

“Worst company ever- never pays a penny”

Written on: 22/11/2019 by ReinaRivera493 (1 review written)

This is the most appalling company ever- if you care about your pet- find another company- it doesn’t matter if you inform them prior treatment- discuss treatment etc the vet is supportive etc - this company will find a loop hole so they don’t have to pay you a penny. Never thought I’d say it but you would be better without insurance !!!!! Dreadful dreadful dreadful - if I could have 0 out of five I would have ! Worst thing we did was change to this company - what a waste of money- no… Read Full Review

Psmike's Comment

Written on: 10/06/2020

Your 'better off without insurance' is a valid one. I have made standing order payments for holidays, replacement white goods, car expenses to a variety of saving accounts for years now. Never considered it for pets. If I get another pet I will defiantly do that.

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★☆☆☆☆

“The worst insurance company ever”

Written on: 07/11/2019 by paul273 (2 reviews written)

They have rejected a claim after they have twisted the chain of events to fit the exclusion clause in their policy wording that i had no other option than going to financial Financial Ombudsman Service therefore avoid this insurance to avoid adding more pain when you have a problem with your pet!… Read Full Review

Psmike's Response to paul273's Review

Written on: 10/06/2020

They love their policy wording and its exclusions.

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★☆☆☆☆

“AVOID AVOID AVOID IF YOU LOVE YOUR PET”

Written on: 21/05/2019 by Xiomarad250 (1 review written)

Please do not use this company. After losing my cat recently so grieving I am in a long battle with this company. They will find any opportunity not to pay your claim . Customer services give you different answers , never ring you back and don’t care you’ve just lost your beloved pet. They use delay tactics when you ring for the 100th time . My vets are 100 per cent behind me and are appalled at there decline claims letters . I have paid my vet bills and will continue to fight this company… Read Full Review

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★☆☆☆☆

“Laughable level of service ”

Written on: 09/02/2019 by AdamPi (1 review written)

I am left aghast at the laughable level of service provided by this company whilst I have been a customer. From manipulating situations to avoid paying claims, displaying a distinct lack of empathy during customer interactions, to an embarrassingly poor attention to service, apparent with a dreadful phone based waiting system that simply does not work. Staff with insufficient training, by far the worst that I have had the displeasure of dealing with to, brazen dishonesty, an unwillingness to… Read Full Review

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★☆☆☆☆

“Customer Service ”

Written on: 26/12/2018 by omDoherty376 (1 review written)

I was appalled in the way I was spoken to by a telephone representative . My dog unfortunately consumed a crab apple earlier this year resulting in major stomach surgery . Although Animal friends only paid a small proportion of the vets fees . I was informed that my dog would no longer be covered for anything abdominal or digestion related . Fair enough one would say but when I then questioned why are you raising the premium fee this year . I was informed I have a high risk pet . Even though… Read Full Review

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★★★★★

“Excellent service”

Written on: 30/11/2018 by PRBullen (1 review written)

I have just made 2 claims for my 9 year old cavalier both unrelated, the claims were paid promptly and the amount paid was exactly as I expected under the policy, all reductions, excess and 20 percent for over 8 years were all explained. Very impressive service… Read Full Review

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★☆☆☆☆

“Shocking ”

Written on: 23/11/2018 by LGDSL (1 review written)

This company has cost me thousands of pounds for not accepting 2 claims. But after the first one they failed to let me know. Then declined the 2nd one. And let me know over a month later. Now they have put me in to debt. I would never recommend them to anybody. Absolutely useless and very unhelpful. Thanks K. Pitney at the claims team. For ruining my financial situation just before Christmas. Shame you can't give zero stars… Read Full Review

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★☆☆☆☆

“ Totally Disgraceful service ”

Written on: 21/11/2018 by StephenPownall (1 review written)

My dog Billy was recently involved in a road traffic accident, he got out the garden ran across the road and got hit. Upto now the vet fees are upto £1700 ish and still going, my vet cover was upto £1000 which wouldn’t cover it all but would have been a big help, anyway these conning scrotes are saying my claim is void as he shouldn’t have been able to escape. What a load of rubbish he’s a Patterdale terrier and it’s in there nature to climb, dig, explore and generally be mischievous… Read Full Review

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★☆☆☆☆

“Double payment of policy excess.”

Written on: 18/11/2018

I insured my cat with animal friends. I was aware that I had to pay the first £99 of any claim plus 20% of any thing over this amount. I did not know that if treatment for the same condition continued into the next policy year that I would have to pay the excess again. This is totally unfair. In my case they paid out £84.56 out of a bill for £295.58. They must catch out hundreds of customers with this dodge every year… Read Full Review

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★☆☆☆☆

“Immediate Refusal to Pay Out”

Written on: 17/11/2018 by Joff (24 reviews written)

I wish I had read all the awful but clearly truthful reviews about Animal Friends. Insurance taken out and shortly afterwards, vet noticed a small wart which was recorded as such. 6 months later it had grown, was removed and found to be malignant. Animal friends immediately refused claim, stating it was found in the 14 day period. Firstly, it was more than 14 days, it was found and recorded as a probable wart prior to her Speying and the 24 day period regardless is to avoid someone claiming for… Read Full Review

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★☆☆☆☆

“Avoid!”

Written on: 17/11/2018 by MarleePerry179 (1 review written)

DO NOT USE Animal Friends to insure your pet. Your vet will probably tell you the same. My vet told me they are notorious for finding loop holes in their policy wording and not paying out. My dog had a benign tumour in her mouth removed and they refused to pay out because of the exclusion-any dental or gum treatment including root canal, which obviously refers to any work done with regards to oral dental hygiene and dentistry work. Which my dogs op was not. My vet disagreed with animal friends… Read Full Review

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★☆☆☆☆

“Anything to avoid paying out !!!”

Written on: 09/11/2018 by tigerthomas (1 review written)

To avoid me using bad language here - just DON'T use this lot… Read Full Review

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★☆☆☆☆

“Awfull go elsewhere”

Written on: 07/11/2018 by Hounder (1 review written)

Insured with them for 6 years put in my first claim in october had to pay £100!!!! excess then find out i have to pay 35% of the remaining as my dog is now over 8 years then just when I thought the claim was a continuation I find that I have to pay another £100!!!! excess as my policy had renewed so out of £330 I managed to get £52 back what a joke will never use these again go with PET PLAN not these people… Read Full Review

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★☆☆☆☆

“DO NOT USE”

Written on: 24/10/2018 by 284Roberts (1 review written)

DO NOT USE THIS COMPANY THEY WILL ONLY PAY OUT FOR SMALL AMOUNTS THEY LOOK FOR ANY REASON NOT TO PAY A CLAIM I WOULD NEVER USE THEM AGAIN STAY AWAY… Read Full Review

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