Animal Friends Insurance - Salisbury

Vee B.

I've been with animal friends for a year now and my renewal quote has just been sent to me. Yes, it has gone up, but I've expected this as this is the norm with all pet insurances and I had to make a claim, but at a fair price.
My boy as he decided to chase a rabbit hurting leg in the process. The vet fee was £1200 and Animal Friends paid without quibble. I only had to wait a few days and the money was in my bank account which was such a relief as money is tight. I am very happy with Animal Friends and will recommend this insurance to my friends.

Tierney S.

Had policies for 3 cats and 2 dogs. Had it for years. Just cancelled all of them for the following:

1. When I took out every policy, and renewed them, and spoke to them about other claims, they insisted I paid for the highest premium policy & I triple checked multiple times over multiple years that I was pay for policies that cover every potential issue. They still said yes. Everything was good.

Then:
1. One dog died. They covered the medical treatments he had, but refused to pay out for the cost of the dog. They said my form said I paid £0, and even when I provided evidence to say it said £1000 they refused to pay it out when he passed away. This frustrated me, but I was too busy grieving to mess around with finding new insurance so let it keep running until now.
2. But last week my cat got the zoomies and hit the mirror. She fractured a tooth. I took her to the vets, paid about £40 for painkillers, appointment & was quoted £938 for her to get her tooth out (it has to come out) - it actually costs over 1k but I pay for pet health club with gives me 25% off
3. My vets send a preemptive form to insurance, to let them know how much it would be and what for: the insurance has denied the claim
4. They said they do not cover dental treatments. I repeated the above about all the times we have triple checked and I've spoken about things to them. They still said no. It does not cover it.
5.So despite paying for insurance, for multiple pets, for years. Despite them lying straight to my face on multiple occasions, I now have to pay out of pocket.
6. I have immediately cancelled all of my insurance policies with them & highly recommend you do the same. Especially if you have a cat. As I doubt most people can afford to pay over 1k for a single tooth.
7. Completely unacceptable. I've lodged formal complaints and I am reporting them to the financial ombudsman service.
This company is a scam. You're better off elsewhere.

Manolache G.

I had to take my dog for emergency treatment. The dog has been seen by the doctor and the total cost of consultation and treatment it was around £480 . The insurer only refunds me £160 . They can't pay 320 pounds for emergency vets ,they will pay only 200 pounds . They don't pay for the 35 pounds that the vet is charging for filling up the claim , but you can't do it otherwise because it has to be done through the vets. And they take the excess after all the deductions they make . Stay away . This month is my renewal and I have cancelled it straight away. Now I can see why there are soo many 1 star reviews. I had this insurer for 3 years , thanks God I didn't had to claim .

When I pay for insurance, I expect to be reimbursed in case of emergency. Not the full amount , but atleast a fair amount of money. Out of £500 I've got 150. It is a joke !

Laura C.

As your pet gets older your premiums increase, some form of invented older pet tax of 20% payment applies (in addition to your excess) and the amount you can claim plummets through the floor.
Thank you for taking my premiums for all these years only to offer zero support at the end of my pet’s life. The claims advisor I spoke to had a shaking voice when I challenged the situation so clearly knew how upsetting and unfair their policy was. Please don’t fall for the fact that their premiums are lower than the main competitor in the market, you’re just giving your money away. Better to put into a savings account every month.

Lindsey S.

Wanted to say a huge thank you to Animal Friends for your excellent service and compassion following the passing of our beloved Poppy three weeks ago. I’m so glad we chose Animal Friends as they have always acted promptly to claims for Poppy’s Cushing disease claim, staff are helpful at navigating the process of renewing my policy with best intentions on would be best options. I’m sorry we won’t be with you any more… but thank you for your wonderful service. 🙏

F

Do not use animal friends insurance. Chances are your vets will not work with them directly leaving you out of pocket potentially 1000s before you go through a laborious claim back process
My vet is vets 4 pets. If they can’t work with them who can they work with. Suggests to be they are difficult to deal with

Pauline B.

I was a customer of Animal Friends for years but only recently claimed. Sadly my dog needed treatment by an out of hours specialist and her usual vet but ultimately she had to be euthanised.

I rang Animal Friends in advance to warn them about the two parts to the claim, they told me they’d merge the claims from the two vets and only charge one excess payment, but they haven’t. They have shamelessly treated the two vets bills as different claims and deducted an excess twice. I’ve complained about this and they’ve defended it and said they won’t uphold my complaint, even though it would be similar to a car insurer treating a smashed windscreen and a dented bonnet from a car crash as two separate claims, utterly stupid.

They also hide exclusions and limitations in various places so it’s not at all obvious what they won’t pay out for unless you search in 3 different places. They won’t accept obvious exclusions should be in their policy schedule, or their booklet should at least be referred in the policy schedule.

I’ve paid hundreds of pounds for my dog’s vet bills and they’ve said they’ll pay roughly a third - after the excess fee, deductions for what they won’t pay (some reasonable, some completely unfair), and a co-payment (also charged twice) of 20% because she was over 8.

Their lack of empathy is astounding and I’d encourage anyone to look elsewhere for insurance as they will try and deduct as much as possible from your claim, if they will even agree to pay it in the first place.

Charlotte T.

I wouldn’t go with any other pet insurer. Animal friends is extremely easy to use online, easy to call and get through to someone, easy to navigate and easy to make a claim. I have been using them for about 3 years for my 2 dogs. I had to take my dog to an emergency vets about 2 weeks ago which resulted in a big unexpected bill, I am only covered for £1000 which I need to change on renewal, however considering my bill was £1300 I was able to get back just over £950 and it only took 6 working days for the claim to be reviewed and accepted. I am very happy with animal friends and will continue to use them.