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...

They try and not pay out

They were great when underwritten by RSA. Now underwritten by Hastings Direct and are awful to deal with. Claims are almost impossible to make as no claim portal available. I have to claim by email and these are ignored until I telephone to complain...

I’ve had my claim knocked back due to them not reading the diagnosis & jumping to conclusions. My vet has even challenged their decision via a letter. 
Another claim made for a different diagnosis which actually took my dogs life & they haven’t even...

Such an awful company! Easy to make a claim online- so at first I thought great, after them taking a while to sort it I was paid- however mine is an ongoing claim, and each time takes at least a month before they reimburse me- even though it’s exactly the...

Like others have said they took absolutely months to look at the claim, then denied it for something completely in his clinical history they are associating as being the same, when they’re not, and it’s so hard to appeal them, disgusting company and...

I have never encountered an insurer which so many issues in their system when submitting claims for pet insurance. I am still waiting for a response to a claim submitted on 24 June and they have issues with their email system which means vets do not...

My spaniel needed perineal tear repairs and castration. He had two separate operations a few weeks apart, he’s also had a gum growth removed. No problems with claims. Same with my Keeshond, who had some weird tummy/digestive problem. Thankfully both dogs...

Even though our vet has already confirmed this is the first time our dog has ever had a grass seed (or anything similar) in his paw, they are demanding his entire clinical history. Initially just asked vet for everything over the last year. Now want his...

This company will use any excuse as a pre existing condition when it is not, to avoid paying out on a claim. This is the worst pet insurance company I have ever used in all my years of owning dogs.