I've been with Animal Friends for 2 years and never made any claims. Our dog's policy was coming to an end in mid-July 2023. I got an email quoting the new premium which was much higher. It said I don't need to do anything and that it would automatically renew unless I called. Because of the increase, I found another cheaper policy that covers more. I decided to go with that one, but I didn't want the Animal Friends insurance to renew in July 2023. There was a number to call. I called, and the moment I said I didn't want to renew they disconnected the call. I went on live chat, the same after providing all the details for security purposes, when I said I didn't want to renew they disconnected the live chat. Finally, after some search, I found an email address to send a message I do not want to renew to have it on file and I went ahead to cancel direct debit. I just got a response in a form of a formal letter telling me they cancelled my dog's existing policy and notified the underwriter despite the fact that I fully paid for it to mid-July. Now my dog has been left without any health insurance until the new policy from another provider kicks in. This is shocking and they are completely ignoring me. They took the money and cancelled my existing policy because I didn't want to renew.