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Review of Animal Friends Pet Insurance

Submitted by Mrs Ceri Holmes
Review Added: 24/9/2012 - Visitor Rating: 1.33 1.33 (3 votes)


Review Categories:
Pet Insurance

Customer Review Comments:

Our black Labrador Ollie has never had any problems in his 7 years, we moved vets 2 months ago back to our village where it re-pened.

Wen I took the dog for his inoculations the vet noticed this rather big lump on his mouth (2cm diameter), I explained it wasn't anything we were worried about and at a party New Years Eve 2011 a vet friend said it was just a normal spot (it was just like a spot blended in his fur, no bigger than 3mm).  However the vet asked him to go and have a biopsy which proved to be an aggressive Marcel Tumour grade II.

We contacted Animal Friends to set up a direct claim with the referral vets and submitted all of his history which only consisted of inoculations as he has never been seen for anything else.  However Animal Friends refused to process the claim and said they have read about my conversation and made an assumption this took place during his inoculations which subsequently was before the policy started. The was not the case at all as I explained but they refused to listen. I asked them for evidence of the dogs history to support the assumption but they just referred to my conversation (which was 5 months after my policy started)

They said if my vets emailed them to confirm they did not know the dates of my conversation they would resubmit the claim, however I have rung again and been told they have refused to resubmit it as the vets have not worded their email correctly because they did not mention retracting their notes of my conversation.

Our dog is now very poorly and yet Animal Friends are not interested in the animal at all.  We were told when the dog was diagnosed by our vets they have had terrible problems with Animal Friends and that I will be in for a battle.  We are and feeling very upset that we can't do anything for our dog but watch him suffer.


Good Points: None
Bad Points: Poor communication, unhelpful, look for every opportunity to not pay
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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The comments in this pet insurance review are the opinion of Mrs Ceri Holmes and do not represent a positive or negative judgement by UK Insurance Index of the pet insurance company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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