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 claims forms page 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′