I've been paying my policy for years for my eldest cat, I make one claim after a visit to the emergency vet and they invent reasons not to reimburse me. The vet fees are too high according to their advisors? Really? What do you expect for a vet working on Christmas eve and into the early hours of Christmas morning? Do you expect that to be cheap? It was an emergency night time visit in the middle of a pandemic. I will be looking elsewhere, and would recommend others do the same. It' s frankly immoral for an insurance company to take your premium payments for years then invent reasons not to pay out when you make need to make a claim. Additionally the staff who answer the phones are rude and they insisted I had to scan and e-mail my pets entire medical history, 13 years worth of documents totally unrelated to the claim. Clearly my time means nothing to them, no doubt they were hoping to find a reason to deny my claim. In the end I get reimbursed for less than 50% of the cost of the visit. AVOID THIS COMPANY.
Mixed Breed
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I complained to Animal Friends about them capping certain elements of my claim, as my policy does not mention any caps at all (not even in the small-print!) – Animal Friends would not change their initial decision, so I ended up having to pursue it through the Financial Ombudsman Service (who ruled in my favour). If your claim has been capped/ refused etc., please check your policy T&Cs to ensure the decision is in line with what your policy states (as in my case it certainly wasn’t…& looking at other review sites & forums it seems I may not be the only one this has happened to either!).