Animal Friends Insurance - Salisbury

Elif S. C.

I’ve used Animal Friends Insurance before for my previous pet and had no issues, so I trusted them again with my new puppy. Recently, my puppy was unwell and I was panicking and quite hysterical on the phone. Despite that, the customer service team was incredibly supportive, calm, and understanding. They guided me step by step on what to do and how to move forward. Every adviser I’ve spoken to has been helpful, kind, and responsive. I’m truly grateful for their compassion and professionalism during such a stressful time. Highly recommend!

Ewa R.

What a scam.
I recently took my dog to an emergency vet as she ingested some raisins. We were made to believe that the excess of £249.99 would be all we would have to pay and the rest would be covered. To our surprise, only a small amount would be covered by insurance... Exactly £113.50. We will Joe be cancelling the policy as it is absolutely useless considering you're most likely to use insurance in an emergency... Absolutely disgusted with the service. Not worth the money. I'm better taking out a loan next time..

gavin T.

Have had this insurance for a number of years for my 2 dogs. One of my dogs was diagnosed with cancer and we decided to give chemotherapy a go as would do anything for her. It was only at that time I properly read the policy. The pay outs have been as they said. However I discovered to my horror that she was not covered for euthanasia as she was a rescue and I stated when taking out the policy that I paid nothing for her. My other dog who we had since a puppy was covered as we paid for her. This is nothing to do with the money as I have paid thousands myself that weren’t covered. That’s fine. But it’s the principle! A rescue dog is worth nothing? To be honest the wording made me cry. There are certainly no animal lovers running this company.

R B.

Our little dog Hugo was off-color and the vet recommended a full blood tests due to his age. Hugo being Hugo, wouldn’t allow the vet near him to take some blood, sedation and the restraint by four nurses didn’t help either and, in the end, he had to be anesthetized. The blood tests were all negative for the tests done and whatever he had picked up had cleared up.

I read lots of reviews, some good and some not so good and was worried about my claim being allowed. Hasten to add there was a long delay with processing the claim, this was due to the vet’s not providing some information on time. Once the information was provided the claim was processed within days.

There were deductions made from the claim for the sedation medication, as my policy states the costs for any behavioral issues are not covered. Other than this, the claim was allowed in full less the excess. My recommendation would be to check the terms & condition of your policy and consider a policy that is more suitable after speaking to Animal Friends.

Thank you from an appreciative customer.

Vee B.

I've been with animal friends for a year now and my renewal quote has just been sent to me. Yes, it has gone up, but I've expected this as this is the norm with all pet insurances and I had to make a claim, but at a fair price.
My boy as he decided to chase a rabbit hurting leg in the process. The vet fee was £1200 and Animal Friends paid without quibble. I only had to wait a few days and the money was in my bank account which was such a relief as money is tight. I am very happy with Animal Friends and will recommend this insurance to my friends.

Tierney S.

Had policies for 3 cats and 2 dogs. Had it for years. Just cancelled all of them for the following:

1. When I took out every policy, and renewed them, and spoke to them about other claims, they insisted I paid for the highest premium policy & I triple checked multiple times over multiple years that I was pay for policies that cover every potential issue. They still said yes. Everything was good.

Then:
1. One dog died. They covered the medical treatments he had, but refused to pay out for the cost of the dog. They said my form said I paid £0, and even when I provided evidence to say it said £1000 they refused to pay it out when he passed away. This frustrated me, but I was too busy grieving to mess around with finding new insurance so let it keep running until now.
2. But last week my cat got the zoomies and hit the mirror. She fractured a tooth. I took her to the vets, paid about £40 for painkillers, appointment & was quoted £938 for her to get her tooth out (it has to come out) - it actually costs over 1k but I pay for pet health club with gives me 25% off
3. My vets send a preemptive form to insurance, to let them know how much it would be and what for: the insurance has denied the claim
4. They said they do not cover dental treatments. I repeated the above about all the times we have triple checked and I've spoken about things to them. They still said no. It does not cover it.
5.So despite paying for insurance, for multiple pets, for years. Despite them lying straight to my face on multiple occasions, I now have to pay out of pocket.
6. I have immediately cancelled all of my insurance policies with them & highly recommend you do the same. Especially if you have a cat. As I doubt most people can afford to pay over 1k for a single tooth.
7. Completely unacceptable. I've lodged formal complaints and I am reporting them to the financial ombudsman service.
This company is a scam. You're better off elsewhere.

Martijn V. D. V.

To a🚨 Pet Owners – Beware of Animal Friends Insurance 🚨
Another kick in the teeth. I'll handle it though. I never thought I’d be writing this but after the sudden and heartbreaking loss of my dog Lola – my companion of 15 years – I’ve been left shocked and appalled by how I’ve been treated by Animal Friends Insurance. Suggest CEO Richard Mills, COO Ben Pryce, or Jen Wormleighton read carefully.
In the middle of my grief, rather than offering support or compassion, Animal Friends chose instead to make the claims process deliberately difficult. Despite the vet providing clear and professional reasons for Lola’s euthanasia, they’re now demanding 15 years of full medical history – an unreasonable and unrealistic request, as no vet retains records that long and they know this.
It feels like a blatant attempt to avoid paying out – hoping that in the midst of my loss, I’ll give up out of exhaustion and frustration.
Let me be very clear: this is not how a responsible, ethical insurer behaves.
Especially one that claims to support pet owners. At the moment I need them most, Animal Friends made things harder.
To anyone considering insurance for their beloved pets: please think twice before trusting Animal Friends. If this is how they treat someone at their lowest, it speaks volumes. Not there for you. Not there for your pets.
This isn’t just about a claim. It’s about basic humanity.

#AnimalFriendsInsurance #RichardMills #PetInsurance #Grief #ShamefulTreatment #PetLoss #Accountability #CustomerExperience #InsuranceClaims #DoBetter #MoneySavingExpert

Mark U.

Over the past few years we have shelled out a few grand to this vile company .
The one time we needed them they showed their true colours.
I was at my wits end with a hypothermic Shar-pei . It was three in the morning and an emergency.
I rang my vet but for some unknown reason their emergency line was not working. They have since apologised .
I rang another emergency vet. Further away and the duty nurse said to bring him in.
It was a horrible time but at least we had him insured so borrowing the best part of £500 from a relative didn’t feel too bad.
Anyway to cut a long story short they were atrocious.
After requesting all sorts of paperwork they were , after a few weeks ,pleased to pay out £113.
It honestly felt like they expected us to be jubilant
As others have already mentioned they will trot out a host of exemptions and small print
After the thousands we have paid in they simply weren’t there for us in a genuine emergency.
Insurance is supposed to give peace of mind.
Hoodwinked is how we feel.
I would strongly advise people give these clowns a wide birth and go with a trusted company!!