I've been with Animal Friends for years. I've never made a claim until my cat was diagnosed with arthritis, and I needed to pay over £100 a month for medication. I was asked for information on her history, as was my vet. We both gave that information. I then had an email saying 'we have not received the information requested and have closed your claim'. I went back and forth about five times, the same thing kept happening. I made an official complaint, and the CS manager said I wasn't entitled to any money back - despite them not doing their job in any respect. £25 a month for nothing. Absolute scam!