They used to have Insurance Factory handling the claims, they were fine. They ditched them last year but didn’t mention that there would be a new email address and a new policy number. They just deny receiving emails and if you phone them up they seem to...

We’ve recently used the claims department for our dog, he had his eye took out before the policy was issued and recently got an ulcer in his eye which ended up costing a lot to sort. We thought he wouldn’t be covered but no harm in trying - we rang up and...

Very poor claims process, draws out the process especially for ongoing claims. No communication - response to complaints non existent.

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...