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Make a Claim

A Simple Step-by-Step Guide to Making a Claim

Animal Friends are committed to settling claims quickly and fairly whilst always looking for ways to continually improve the claims experience. Our award-winning** claims team is made up of specialists including vets, qualified veterinary nurses and animal nursing assistants and this depth of claims expertise is often key in our ability to manage claims effectively.

Please select the type of claim you wish to apply for from the tabs below.

New Claim Continuation Claim Pre-Authorisation

New Claim

This is your first claim for this condition.

  1. 1
    Download Claim Form Alternatively call: 0844 55 70 300 and one of our claims advisors will email one to you or send one out in the post if you prefer.
  2. 2

    The policyholder must complete Part 1 of the claim form. The Vet must complete Part 2 of the claim form in full and and both parties must ensure the form is fully completed and signed. The assessment of your claim maybe delayed if we receive an incomplete form.

  3. 3

    You must ensure you supply the following documents with your claim form, failure to do so may result in a delay to the assessment of your claim.

    • Original Invoice
    • Full Medical History

    Please send the completed claim form with all required documents to the following address:
    Animal Friends House, No.1 The Crescent, Sun Rise Way, Amesbury, Salisbury, SP4 7QA

  4. 4

    Once the claim form and all required documents are received by Animal Friends Insurance, the claim is then assigned to one of our claims assessors. You can expect to hear from us within 5 working days.

  5. 5

    Subject to approval of your claim payment will be made within 3-4 working days directly into your nominated bank account*

    *Where we hold your bank details on file.

Continuation Claim

You have already made a claim for this condition and want to claim for follow up treatment.

  1. 1

    Download Claim Form or call: 0844 55 70 300 and one of our claims advisors will email one.

  2. 2

    Once you have downloaded the claim form, make sure that the box which is labeled 'Continuation' is ticked as shown above.

  3. 3

    Attach the following documents and then send them to the below address.
    Animal Friends House, No.1 The Crescent, Sun Rise Way, Amesbury, Salisbury, SP47QA

    • Claim Form
    • Breakdown of Invoices
  4. 4

    Once the claim form and all required documents are received by Animal Friends Insurance, the claim is then assigned to one of our claims assessors. You can expect to hear from us within 5 working days.

  5. 5

    Subject to approval of your claim payment will be made within 3-4 working days directly into your nominated bank account*

    *Where we hold your bank details on file.

Pre-Authorisation

Use the pre-authorisation form if your vet has indicated that future treatment may cost in excess of £1,000.

  1. 1

    Download the pre-authorisation form directly from us, alternatively we can send the form direct to your vet or they can complete the process using our online form.

  2. 2

    Your vet will need to supply us with the completed pre-authorisation form, full medical history and detailed estimate for the intended operation/investigation.

  3. 3

    Animal Friends Insurance will contact you to confirm whether treatment can be pre-authorised. We will also contact your vet where required.

  4. 4

    Once the procedure has been carried out you should refer to the claiming process and how to submit a new claim.

 

Winner – Outstanding Claims Team of the Year 2013

The Animal Friends Insurance claims team have won the UK Claims Excellence Awards as Outstanding Broker Claims Team of the Year 2013.

The level of service, dedication and forward thinking is a true testament of any insurance provider which is why Animal Friends consistently strives to deliver above and beyond our customers expectations before, during and after making a claim.

Read the full article here

Claims Key Questions

Can’t find what you’re looking for? Then please contact us.

How do I make a claim?

To make a claim you will need to complete the relevant claim form for the treatment or incident in question and post this to us together with the relevant invoice and your pet’s full medical history. To download a form visit our dedicated claims area on the website or email your request to: claims@animalfriends.co.uk, alternatively ring one of our advisors on 0844 557 0300

How will my claim be paid?

We pay all our claims by BACS transfer directly into your nominated bank account. If you would prefer that we settle direct with your veterinary practice then please indicate this on your claim form ticking the relevant section.

What does a veterinary fees claim excess mean?

The excess is the amount that you pay towards a claim. You will pay an excess for each condition being claimed and this will be deducted each policy year for conditions which are on-going or recurring. You will be informed of your excess amount and any applicable co-payment when you take out a policy. If you have a policy with us already, your excess amount can be found on your Insurance Schedule and Summary.

The excess is deducted from your maximum policy limit; by way of an example; if you hold a policy with cover up to £2000.00 per policy year with an excess of £69.00, the maximum settlement made would be £1931.00.

How long does it usually take to assess claims?

We aim to process claims within 5-7 working days if not sooner, providing you have fully completed your claim form and supplied all relevant information*.

What is the maximum time limit for me to submit a claim?

You should ensure that your claim is submitted within 90 days of the treatment being carried out. Where your claim is for something other than veterinary fees you should ensure your claim is submitted within 90 days from the onset of the matter you are claiming for.

Will you increase my premium if I make a claim?

As with all insurance policies your claims history may be taken into account at your anniversary date. However, we do not feel that you should be penalised for making a claim which is why we do not offer a “No Claims Discount” on our pet insurance policies.

How can I ensure my claim is dealt with promptly?

  • The claim form submitted must be an original
  • The claim form must be signed by the policyholder and the vet that carried out the treatment
  • A full medical history must be provided with any new claim
  • A breakdown of invoices in relation to the claim must be submitted
  • To complete a claim payment Animal Friends requires the policyholder or vet’s BACS details

*Claims settled on average within 3 days – data taken from 01/06/11 – 30/07/12 **UK Claims Excellence Awards ‘Outstanding Broker Claims Team of the Year 2013′