Both myself and my Mother have been a loyal customers of Animal Friends (A.F) for years with various different policies and pets. I wouldn’t normally write a review to an insurance company but this has been the first and only time my Mother has ever had to make a claim on on her policy and they have completely screwed us over, you would be better putting a little away every month than lining the pockets of these crooks.
My mother has had a pony insured with A.F for many years, recently the pony had an accident in the field and suddenly became very lame and sore – unfortunately the various vets were unsuccessful at diagnosing what was wrong with the pony and after a horrendous 2 months of agony, our vet made the decision there was nothing else he could do and to have her put to sleep. This was a horrific time for us all, she was a fabulous young pony with a bright future ahead of her but it was cruel to keep her going in so much pain. A.F dragged their heels in every aspect with the claim, they requested completely unnecessary information, it felt like they were purposely trying to delay the process and upset my Mother. Customer service was terrible, they are your friend when they are taking your money but when you try to talk to them it’s like you’ve just interrupted their pre-lunch nap. Weeks later (going over their own 10 day deadline) A.F made the decision not to pay “loss of use” as my Mother didn’t ask “permission” to have her OWN pony put down. Let’s be perfectly clear, this is not a decision that came lightly. A.F are fully aware of how sore and unwell the pony became because they paid for some of the vets bills but will not pay for “loss of use” or the cost of having the pony PTS under our vet’s recommendation. THIS IS THE MOST LUDICROUS THING I HAVE EVER HEARD, HOW DARE ANIMAL FRIENDS SQUIRM THEIR WAY OUT OF THIS, I AM ABSOLUTELY DISGUSTED - IT IS UNACCEPTABLE THAT AN OWNER CAN’T MAKE THE DECISION TO HAVE THEIR OWN ANIMAL PTS! A.F WENT AS FAR TO INSINUATE THAT MY MOTHER HAD HER PONY PUT DOWN FOR INSURANCE MONEY, WHICH IS ABSOLUTELY DISGUSTING!!
The real icing on the cake was the unsolicited, uncompassionate phone call the next day from an A.F employee offering my Mother a discount on her next policy when she replaces her pony!!! Is this some sort of sick joke?! A.F has enough staff to make unsolicited phone calls THE DAY AFTER the decision has been made not to pay but can’t manage to decide on a claim on within their own 10 day policy?! Needless to say this has been an incredibly stressful time and it has been completely magnified by the unjust decisions made by Animal Friends and the incompetent, rude, short-sighted staff within the company. We have since both cancelled all policies with A.F, there is so many hidden stipulations, I just don’t see the point in paying for insurance when there are so many ways the company can wriggle out of it? We have insurance as responsible pet owners to protect ourselves and our animals when things go wrong – not to create more stress and worry as A.F have successfully done. It doesn’t stop your pet becoming unwell!
THIS DISGUSTING COMPANY DO NOT CARE ABOUT ANIMAL WELFARE AND ARE ONLY INTERESTED IN RIPPING YOU OFF. USELESS A.F!