“I have been with Animal Friends for many years who provided cover for my two German Shepherds. Recently one of my dogs had to undergo an exploratory procedure which cost £1,000. The vet submitted the claim on my behalf. After a couple of weeks I sent an email to Animal Friends enquiring as to what progress had been made. Eight days later I received a response which was asking me to provide security details to reassure them that they were corresponding to a genuine customer. I provided the necessary information. Two days later they informed me that they were still awaiting a breakdown of costs from my vet. I contacted the vet who assured me that they would take immediate follow-up action. The following week I contacted Animal Friends yet again. The following day they replied stating that my vet had still not responded! On speaking to the vets for the second time they assured me that the initial claim included a full breakdown of costs. They then took up the case on my behalf and gave the Insurance Company both barrels. The following day, Animal Friends contacted me stating everything was now in order (which was the case from the outset) and payment would be paid shortly. I was horrified to learn that their total payment was only £320. They explained that under their Ts & Cs, (dogs being over 8 years of age, together with maximum payments permitted) I wasn’t entitled to anything further. Like other customers on this forum, they had me over a barrel. I cancelled policies for both dogs. The following month they had the audacity to send me letters informing me that I had failed to meet the premium payment. Devious practices, exacerbated by complete and utter incompetence has made me bitterly regret doing business with these sharks.