Animal Friends Insurance Reviews

54,974

•

4.6

Insurance agency

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Review summary

Created with AI, based on recent reviews

Considering 10,188 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently mention that the claims process is exceptionally fast and straightforward, especially when veterinary practices submit paperwork directly through the online portal. People also deeply appreciate the supportive customer service and quick payout times during stressful veterinary emergencies. However, some reviewers were not happy with claim payouts, mentioning unexpected deductions, disputes over covered conditions, or difficulties receiving the full expected amounts. A few other people also felt that phone support lacked empathy, noting long reply delays and inconsistent information when trying to reach representatives for help.

What people talk about most

Claim

Reviewers highlight positive aspects of claim procedures, noting that they are generally straightforward and... See more

Service

Customers had positive experiences with service, noting fast reimbursement and helpful communication.... See more

Payment

Customers consistently note positive experiences with payment, highlighting fast payouts and seamless direct... See more

Customer service

Clients share positive opinions on customer_service, noting that advisors are generally pleasant,... See more

Response time

Users describe positive interactions with response_time, highlighting consistently prompt and efficient... See more

Reviews shaping this summary

Pet insurance gives peace of mind for your beloved pet costs, especially when getting older. You pay a premium for a pets age, but overall reasonably priced. We are very pleased with the customer se... See more

Company replied

Can't fault them. They paid for my dogs hydrotherapy treatment for the 10 week sessions without question to treat luxating patella. Hopefully this will strengthen his knees so surgery can be avoided.... See more

Company replied

We've been with Animal Friends for a few years with both of our elderly cats. Vet has put numerous claims in on my behalf via Pawtal. All paid within a couple of days of submission with no problems... See more

Company replied

Had a referral to an orthopaedic surgeon to fix a ruptured cruciate ligament for my pooch. X-ray confirmed it - procedure complete and doing well. Paid in full at the vet hospital, but they dealt w... See more

Company replied

Company details

#117 of 227 best companies in Insurance agency
#4 of 30 best companies in Pet Insurance Company

About Animal Friends Insurance

Written by the company

Animal Friends, providing trusted insurance to protect the nation’s pets.

Multi-award winning pet insurance
FREE 24/7 vet video consultations for dogs and cats
Fuss-free claims
Over 1 million pets insured with us
Founded to support animal charities

Animal Friends was founded in 1998 with the sole aim of creating a better life for every animal. We provide pet insurance that also give back to animal welfare charities and conservancies. Since then, we have donated more than £9 million to over 830 charities, with each policy bought helping us to continue improving the lives of pet and wildlife around the world. We’re proud to be wildly different.

Written by the company

Contact info

No.1 The Crescent, Solstice Park, , SP4 7QA, Amesbury, United Kingdom
0344 55 70 300
info@animalfriends.co.uk
www.animalfriends.co.uk

4.6

Excellent

55k reviews

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All reviews

(54,974)

9,923 reviews in the last 12 months

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At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.

6 days ago

Terrible service 🤬😡

All I keep getting each day is emails leave a review and you really don’t want me to because I have nothing nice to say. I have put numerous of complaints in about different things which I am not happy with. My insurance is due to renew next month and it’s got up about an extra £40 a month £133 a month for my dog who is 15 which does have health problems and regular visits to the vets. If my dog was younger I would have changed insurances to a different company because I’m quite positive I won’t use animal friends again when I get another pet. I rang up yesterday to see if I could change my amount for each illness she gets on the life time policy has she’s getting older and needing more visits to the vets. It was the same insurance but just a higher amount which I can go up to and they told me I can’t use the conditions she has now going on to the higher amount. That was the whole point of me doing it so I didn’t go over and had to try and fork out medical bills which I haven’t got the money for. They said it can only be used for new conditions so I’ve never heard so much bull in all my life and they are a terrible insurance company and I’m not happy for what they are putting me and my dog through

13 August 2026

Reply from Animal Friends Insurance

6 days ago

Hello Ben,

We are sorry to hear that you feel this way.

To confirm, claims are assessed in line with the Terms and Conditions of the policy you held when your pet’s condition was first noted.

If you choose to upgrade your policy, the upgraded Terms and Conditions would apply to any new conditions first noted after the upgrade takes effect. Any conditions noted before the upgrade would continue to be assessed under the Terms and Conditions that applied at that time.

If you would like to discuss this further, please do not hesitate to contact the team.

Kind regards,

Becky - Animal Friends Insurance

6 days ago

6 August 2026

Reply from Animal Friends Insurance

5 days ago

Good Afternoon Sheila,

Thank you for your review.

I am pleased that we settle your claims quickly.

If you would like to discuss your premium, please do contact the team who will be happy to help you. They are available Monday-Friday, 9am-5pm on 0344 557 0300.

Kind regards,
Sophie – Animal Friends Insurance

6 days ago

Good prompt service

Always get a response within the day.
Great it gets sorted at the vets saves me doing the paperwork.
Really quick decisions. I've been with Animal Friends about 10 years now and always had good experiences.

13 August 2026

Reply from Animal Friends Insurance

5 days ago

Good Afternoon Cheadle,

Thank you for your review.

It is great to see that you have had a positive experience with us!

Please do let us know if we can be of any further assistance, and we will be happy to help you.

Kind regards,
Sophie – Animal Friends Insurance

6 days ago

As always

As always, excellent service from Animal Friends.

13 August 2026

Reply from Animal Friends Insurance

5 days ago

Good Afternoon Cathy,

Thank you for your positive review.

If we can be of any further assistance, please do let us know and we will be happy to help you.

Kind regards,
Sophie – Animal Friends Insurance

6 days ago

Very quick response to pay the vet…

Very quick response to pay the vet practise for my let’s treatment and my own outgoings for supplementary treatment. Very impressed.

13 August 2026

Reply from Animal Friends Insurance

5 days ago

Good Afternoon Kevin,

Thank you for your positive review.

I am pleased that we can deal directly with your vets so you can focus on your pets recovery.

If we can be of any further assistance, please do let us know and we will be happy to help you.

Kind regards,
Sophie – Animal Friends Insurance

6 days ago

Amazing service

Amazing service

Amazing service from Animal Friends. When I needed support for my dog, they didn’t hesitate and promptly paid the vet’s fees. It was such a relief during a worrying time.

Thank you so much, Animal Friends, for your help and support. 🐾❤️

13 August 2026

Reply from Animal Friends Insurance

5 days ago

Good Afternoon,

Thank you for your positive review.

I am so pleased that we were able to support you and your beloved dog when you needed us the most.

I do hope your dog is on the mend.

Please do let us know if we can be of any further assistance, and we will be happy to help you.

Kind regards,
Sophie – Animal Friends Insurance

6 days ago

Very fast service

Very fast service. I had a claim acknowledged within 24 houes and paid within 72 hours. Amazing service

13 August 2026

Reply from Animal Friends Insurance

5 days ago

Good Afternoon Gary,

Thank you for your positive review.

I am so pleased that we were able to settle your claim swiftly!

Please do let us know if we can be of any further assistance, and we will be happy to help you.

Kind regards,
Sophie – Animal Friends Insurance

6 days ago

Battling for a payment

My vet and I had to battle for the insurance payment that I was entitled to. So in addition to the anxiety of my pets treatment I had the additional anxiety, stress and upset of battling the unfair and inaccurate responses from Animal Friends. My pet is 11 years old and luckily has had no major issues over that time. So this was the one time i made a major claim and I was therefore hoping for a supportive and appropriate response. I feel very let down and I have lost all faith in Animal Friends. It is obvious that avoiding payments is the key company priority and agenda. Not being animal friends!

13 August 2026

Reply from Animal Friends Insurance

6 days ago

Good Afternoon Fran,

Thank you for your review.

I am sorry that you are unhappy.

I can confirm that all claims are assessed in line with the Terms & Conditions of your chosen policy.

Upon further review I can see that the claim was originally declined due to Dental Illness which is not something that is claimable on your cover.

You then called us and asked us to do a reassessment of the claim with further information provided by the treating vet.

With this additional information, we could see that some teeth were fractured, so we were able to finalise and accept this claim.

This was then taken further internally, and I can see that a decision was made, and you were emailed the outcome of this on the 07/08/2026.

If we can be of any further assistance, or if you would like to discuss this further, please do let us know, and we will be happy to help you.

Kind regards,
Sophie – Animal Friends Insurance

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