Customer Review Comments:
We took out 2 policies for our 2 st bernards last March.
After approx 6 weeks one of my dogs needed a lump removed. The vet advised to have 3 others removed at the same time even though we weren't concerned by these lumps.
We telephoned Animal Friends to make sure that this would be covered by the policy. They agreed that it would be so we went ahead with the procedure. The vets then sent off the claim for £650, after a few weeks the insurance company decided that 'on this occasion, unfortunately they would have to decline the payment'. When this was queried they firstly used the excuse that one of the lumps was an old lump, so this made all lumps, growths, cysts would not be covered under the policy (how can all these things be not covered as there is such a wide variety of lumps bumps growths etc).
They then decided that we had not had the policy long enough to pay out for the claim. (there is a 2 week inception period) and as I had noticed the lumps a few weeks before I went to the vets, this was the point that they became diagnosed - I did not realise that I had become qualified to make a lump diagnoses, but apparently it is my noticing and not the vet's diagnosis that is the deciding factor.
I felt that whatever my argument was they would come up with a further excuse as to why not to pay out.
The staff are extremely friendly and polite when you are taking out the policy, but quickly become rude and ignorant when you try to make a claim. I even asked for a further phone call from a more senior party in the company, (which 10 months down the line, I am still awaiting for).