Pet insurance gives peace of mind for your beloved pet costs, especially when getting older. You pay a premium for a pets age, but overall reasonably priced. We are very pleased with the customer se... See more
Company replied
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Can't fault them. They paid for my dogs hydrotherapy treatment for the 10 week sessions without question to treat luxating patella. Hopefully this will strengthen his knees so surgery can be avoided.... See more
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We've been with Animal Friends for a few years with both of our elderly cats. Vet has put numerous claims in on my behalf via Pawtal. All paid within a couple of days of submission with no problems... See more
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Had a referral to an orthopaedic surgeon to fix a ruptured cruciate ligament for my pooch. X-ray confirmed it - procedure complete and doing well. Paid in full at the vet hospital, but they dealt w... See more
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Company details
About Animal Friends Insurance
Written by the company
Animal Friends, providing trusted insurance to protect the nation’s pets.
- Multi-award winning pet insurance
- FREE 24/7 vet video consultations for dogs and cats
- Fuss-free claims
- Over 1 million pets insured with us
- Founded to support animal charities
Animal Friends was founded in 1998 with the sole aim of creating a better life for every animal. We provide pet insurance that also give back to animal welfare charities and conservancies. Since then, we have donated more than £9 million to over 830 charities, with each policy bought helping us to continue improving the lives of pet and wildlife around the world. We’re proud to be wildly different.
Written by the company
Contact info
No.1 The Crescent, Solstice Park, , SP4 7QA, Amesbury, United Kingdom
- 0344 55 70 300
- info@animalfriends.co.uk
- www.animalfriends.co.uk
4.6
Excellent
55K reviews
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Animal Friends - Fast claim payments
Animal Friends settled vets bill quickly. They kept me upto date with claim. Highly recommend.
13 August 2026
Reply from Animal Friends Insurance
Good Morning Tracey,
Thank you for your positive review.
I am pleased that your claim was finalised quickly!
Please do let us know if we can be of any further assistance, and we will be happy to help you.
Kind regards,
Sophie – Animal Friends Insurance
Animal Friends were there for us and…
Animal Friends were there for us and our pet at an unexpected time of crisis. There were no issues with supporting us and our vets with swiftly paying our claim. I will recommend them to everyone who has a pet.
13 August 2026
Reply from Animal Friends Insurance
Good Morning Denise,
Thank you for your positive review.
I am so pleased that we were able to support you and your beloved pet when you needed us the most!
If we can be of any further assistance, please do let us know and we will be happy to help you.
Kind regards,
Sophie – Animal Friends Insurance
You refused the claim
You refused the claim. It is ridiculous not to cover lab testing.... how are vets meant to diagnose the problem without testing?
Very disappointed.
13 August 2026
Reply from Animal Friends Insurance
Good Afternoon,
Thank you for your review.
I am sorry that you are unhappy with the outcome of your claim.
I can confirm we do have capped fees on certain claimable items. These are listed in the “Important Information on Vet Fee Claims Limits” document which is sent to you at point of purchase and each year after at renewal.
If you claim for a condition and the treatment amount falls under your excess amount, this doesn’t mean the claim has been declined, it just means it has not met the excess threshold.
If you would like to discuss the outcome of your claim further with the team, please do contact them by phone on 0344 557 0300 or via live chat on our website and they will be happy to help you. They are available Monday-Friday, 9am-5pm.
Kind regards,
Sophie – Animal Friends Insurance
Reply from Animal Friends Insurance
Good Morning Ms Harry,
Thank you for your positive review.
It is great to see that your beloved dog has recovered.
Please do let us know if we can be of any further assistance, and we will be happy to help you.
Kind regards,
Sophie – Animal Friends Insurance
Quick and simple.
13 August 2026
Reply from Animal Friends Insurance
Hi Michael,
Many thanks for taking the time to leave a review!
All the best,
Becky - Animal Friends Insurance
Reply from Animal Friends Insurance
Hi Sharon,
We are so pleased to hear this, thank you for your review.
Kind regards,
Becky - Animal Friends Insurance
Long claim processing, misinformation & time wasting.
Reading recent reviews, I’ve clearly got a really bad claims handler. Claim was received through the pawtal on the 10/08, very late in the evening in their defence. Claim wasn’t picked up until 13/08. On the 14th,(Friday) I received a text at 17:15 saying they need more information from the vets. That was sent within hours by the vets, Monday comes. Hear nothing all day, and then suddenly the claims handler wants more information from me. I would’ve said it could’ve been requested at the same time on Friday? But clearly not, all the meanwhile the two working days to process is being reset every time. For context, my puppy was clipped by a mobility scooter while walking in the park. I’ve then received an email stating it was a road traffic accident, which they’ve later agreed it wasn’t. I’ve then received another email asking for photos of where my dog escaped from?
I’ve put a complaint in this morning, the complaint handler was good in fairness, a week today and still no decision. Just glad I’m not claiming for thousands, overall avoid this company if you need to claim for large amounts, you’ll get asked completely irrelevant questions, long waiting times, and from what it seems, every way to get out of paying. I’m told this is considered a simple claim to process, so heaven forbid anyone claims for something complex. Avoid.
10 August 2026
Unprompted review
Reply from Animal Friends Insurance
Hi Billy,
We are sorry to hear that you are unhappy with the way your claim has been dealt with.
I can confirm that I have reviewed your policy, and I have provided feedback for the assessor, as this is not the service that we aim to provide.
I can see that your Complaint is with the team, and this will be reviewed in full detail with a Final Resolution Letter being sent to you, once an outcome has been made.
Furthermore, I can also see from your policy that your claim has now been processed, and an outcome has been emailed to yourself.
Please accept our apologies for any upset or inconvenience that the processing of this claim may have caused, this was not our intention.
If we can be of any further assistance, please do not hesitate to contact the team.
Kind regards,
Becky - Animal Friends Insurance
Easy peasy
Everything went great from eas if downloading forms easy to fill in, handed them in to the vets, had confirmation from animal friends, then within a few days money refunded into my account, no problems at all
13 August 2026
Reply from Animal Friends Insurance
Hi Chris,
We are so pleased to hear this, thank you for your review.
Take care,
Becky - Animal Friends Insurance
Finlay's claim
The vet actually sent the claim in for me, it was accepted and paid very promptly with no problems so I was very pleased.
Our dog is 9 now and it's the first claim so wasn't sure what to expect, We had to pay 20% of the bill plus excess, but apparently thats normal now and we were notified of this previously.
13 August 2026
Reply from Animal Friends Insurance
Hi Jane,
We are so pleased to hear that we have been able to help, thank you for your review.
Take care,
Becky - Animal Friends Insurance
Reply from Animal Friends Insurance
Hi Jeremy,
Many thanks for your review.
Take care,
Becky - Animal Friends Insurance
Extreme Rob
Extreme Rob, pay monthly for yrs and yrs without a claim. The first time i needed to claim (aprox 600), I paid the £200 excess and 20% of the vets bill as per contract. I was told continuation of script required was included , yet when I try to get it discouted price through your insurance you tell me i need to pay another £200 excess as aparently my pets insurance had crossed into another year that wk = OUTRAGOUS
13 August 2026
Reply from Animal Friends Insurance
Hi Sam,
We are sorry to hear that you are unhappy with the outcome of your claim.
I can confirm if treatment for a condition falls over the renewal period the excess will be collected again. This is due to the excess being deducted once per condition per policy year as per the Terms and Conditions of your chosen policy.
Details of when and how the excess is deducted, can be found within your policy documents, which are sent at point of purchase and at every renewal after.
If you would like to discuss your claim outcome further, please do contact our Claims team by phone on 0344 557 0300 or Live Chat on our website. The team are available Monday-Friday, 9am-5pm, and will be happy to help you.
Kind regards,
Becky - Animal Friends Insurance
Great communication !
Prompt reimbursement of vet fees.
Communicated often informing me of the ongoing process.
13 August 2026
Reply from Animal Friends Insurance
Hi Brian,
We are so pleased to hear this, thank you for your review.
Take care,
Becky - Animal Friends Insurance
Our claim was paid quickly and in full
13 August 2026
Reply from Animal Friends Insurance
Hi Jacki,
We are so pleased to hear this, thank you for your review.
Best wishes,
Becky - Animal Friends Insurance
Claims dealt with promnptly
As usual quick efficient service,especially good for older people on a limited budget
13 August 2026
Reply from Animal Friends Insurance
Good Afternoon Mrs Jones,
We are so pleased to hear that you are happy with the service provided, thank you for your review.
Take care,
Becky - Animal Friends Insurance
Very prompt response to my claim
Very prompt response to my claim, and good customer service regards phonecalls I made to clarify my policy.
13 August 2026
Reply from Animal Friends Insurance
Hi Christine,
We are so pleased to hear this, thank you for your review.
Best wishes,
Becky - Animal Friends Insurance
I have always found Animal Friends to…
I have always found Animal Friends to be very polite , knowledgeable, and have helped me with various problems etc
I would recommend them to people looking who to use to insure their pets.
13 August 2026
Reply from Animal Friends Insurance
Hi Pauline,
We are so pleased to hear this, thank you for your review and recommendation.
All the best,
Becky - Animal Friends Insurance
Always quick when the claim has been…
Always quick when the claim has been sent by the vets
13 August 2026
Reply from Animal Friends Insurance
Hi Mark,
Many thanks for your review.
All the best,
Becky - Animal Friends Insurance
I honestly don't know what I would do…
I honestly don't know what I would do without animal friends. They reimburse me quickly and with the health challenges my rescue girl has faced, It's been such a big help.
13 August 2026
Reply from Animal Friends Insurance
Hi Trish,
We are pleased to hear that we have been able to help, thank you for taking the time to leave a review.
Take care,
Becky - Animal Friends Insurance
Reply from Animal Friends Insurance
Hi Joanne,
We are so pleased to hear this, thank you for your review.
All the best,
Becky - Animal Friends Insurance
Hassle free when putting claims through…
Hassle free when putting claims through at these anxious times when your pet is unwell.
13 August 2026
Reply from Animal Friends Insurance
Good Afternoon,
We are so pleased to hear this, thank you for your review.
Take care,
Becky - Animal Friends Insurance
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