Customer Review Comments:
The service I have received since switching to them in March has been disgusting.
I made the change due to the age of my dog (12 years) and my then current insurers annual review being rather high. The person I spoke to initially at this company assured me this was not unusual but Animal Friends realised this and was not out to make money at the expense of an older animal.
The first hiccup came when I was given the wrong policy details, the lady I had initially spoken too had been dealing with two policies and the details became mixed. On reflection I now wish I had taken this as a bad omen and not proceeded any further.
Unfortunately four weeks ago my dog, chucky did collapse suddenly and was rushed into the vet. Over the next 48 hours unfortunately it was discovered that he had a tumour in this liver and due to bleeding from this we unfortunately lost chucky. I notified the company immediately this happened and was advised to download a claim form.
We are now four weeks down the line. Yesterday I phoned Animal Friends and was advised that my policy was still being assessed and they would look into the claim first thing Monday morning. Today in the post I have received a letter informing me that they are 'unable to offer any settlement in regards to the fees incurred'.
When I took out this policy I was asked if my dog had any ongoing medical conditions and I informed them that he did not. I consider this was to my knowledge a 100% true statement. Chucky had in 2005 had a cyst removed from his tail and in 2010 a small (less than 2mm in size) small spot was noted by the vet on my dogs anus. This was so insignificant that the vet did not even inform me of this.
Animal Friends logo is 'feel good insurance'. I am feeling totally sick.
Also people beware, read your policy very well. It was not until I was unfortunately having to make a claim that on reading through the policy I realised that because my pet was older than 8 years I also had to pay £35 pound in every £100 being claimed.
Needless to say I will be persuing this. I do not consider my was dog even insured and if that was the case I am now seeking to reclaim all my payments.