Animal Friends Insurance Reviews 

Helpful phone lady explaining everything very thoroughly

My dog Finlay has had to have cruciate ligament surgery and Animal friends have been amazing 🤩 we filled in initial forms and from then onwards the vets have liased with Animal friends in regards to the payment for his surgery and there has been no issues whatsoever, would definitely recommend Animal friends insurance!

My pet dog was treated for Acute Haemorrhagic Diarrhea, the vet said he was gravely ill and we agreed he needed hospitalization.
It took 4 days for the dog to recover. The vet submitted the claim, and it was paid after a few days, except for the £1200 cost of hospitalization. I then received an email from Animal Friends stating that:
Only £100 per day hospitalisation was liable, but since the vet had not confirmed the need for hospitalisation, they would not pay anything.
There is no reference in Animal Friends policy stating the need for a vet confirming hospitalisation.

A fair and swift settlement of my claim. Many thanks.

Absolutely straight forward as always

Fees high can understand many can't afford to pay them .service good just cost too high

Very helpful and plenty of patience overall very good

Extremely frustrating claims process with unnecessary administrative hurdles

I am extremely disappointed with the way Animal Friends has handled our pet insurance claim.

Our dog required emergency veterinary treatment and an overnight hospital stay. We submitted the relevant veterinary invoices, clinical records and supporting information. The treatment itself and the identity of the dog are not genuinely in dispute.

The problem arose because some of the veterinary records were under my partner's name, while the insurance policy is under my name.

Despite us explaining that we are partners, live together and jointly care for the same dog — and despite being able to provide evidence establishing the dog's identity — Animal Friends told us that the veterinary records needed to be changed to match the policyholder's name before they would continue processing the claim.

We have consequently had to go back to multiple veterinary providers and ask them to retrospectively amend/reissue invoices and clinical records purely to satisfy this administrative requirement.

What I found particularly frustrating was the explanation that this was simply required “for insurance purposes.”

If an insurer needs to verify that the animal treated is the animal covered by the policy, that is completely understandable. What I do not understand is why reasonable evidence establishing this could not be accepted instead of requiring multiple veterinary providers to alter and resend their records.

The amount of additional correspondence, chasing and administration this has created is completely disproportionate to what should have been a straightforward claim.

Pet insurance is supposed to provide reassurance when an animal unexpectedly needs emergency treatment. Instead, after already dealing with the stress and cost of an emergency, we have had to spend considerable additional time navigating an unnecessarily difficult claims process.

I have now raised a formal complaint and asked Animal Friends to explain the actual basis for this requirement, rather than simply repeating that it is necessary “for insurance purposes.”

We are nevertheless complying with their request because we want the claim resolved, but that does not make the process reasonable.

Based on my experience so far, I am extremely disappointed with the level of customer service and the unnecessary friction involved in making a claim. I will update this review once Animal Friends has completed its investigation and the claim has been resolved.

All previous dealings with Animal Friends have been excellent from the initial raising of the claim to final resolution. However this time I disagree with the treatment being classified as three separate excess payments being deducted from the overall total as all the surgery was undertaken as one procedure.

Easy to get onto and able to choose which policy needed

My dog has needed various drugs, physiotherapy, Acupuncture, CT scan and now an MRI trying to establish why he has back pain. The Animal friends insurance team have been so helpful with both helping me claim, and paying out very quickly. They also pre authorised the scans meaning I didnt have to pay the vet and try and claim it back. The superior policy I took out has been worth every penny. I would totally recommend Animal Friends to anyone.

Despite regular contact from us and the vets we kept receiving requests for more information. There was no more to give. The vet sorted it in the end. If Merfyn wasn’t an older dog we wouldn’t be insuring with Animal Friends we calculate we would be better just putting the money to one side in an account rather than making a monthly payment to you.

They again have given excellent customer service and sent payment to my bank without query.

Animal friends and the vet dealt with claims and payments between them which took the stress of the situation. Thank you

Sadly one day you’ll find your beloved pet needing expensive treatment and/or medication you thought you had full cover for, but you didn’t read the small print ten or so years earlier, you’ll be doubly upset that you pet is poorly and the insurance doesn’t cover the full cost, even worse, claiming back a portion can be a pain with multiple documents to share and manage. If I had another pet I’d just put £30 per month into savings and at least potentially have enough or need to add a little come the inevitable day.

Always paid on time . No quibbles at all , fast, easy and friendly. Undoubtably one of the best

No hassle. All sorted for me. Brilliant!

Very simple to claim and paid quickly

Quick response, easy to understand information, payment in our account extremely fast