Make a Claim
A simple step by step guide to making a claim
We settle claims quickly and fairly. We are committed to deliver timely settlements to our customers and vets and through numerous initiatives across the business we aim to continually improve the claims experience and retain our customers for as long as possible. We have over 15 veterinary based claims handlers working in-house.
Within the team there are many specialists such as 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 from the tabs below the type of claim you wish to apply for.
New Claim
This is your first claim for this condition.
Download Claim Form or call: 0844 557 0300 and one of our claims advisors will email one.
Please Note: Only the signature of the vet that carried out the treatment will be accepted.
Attach the following documents and then
send them to the below address.
Animal Friends House, No.1 The Crescent,
Sun Rise Way, Amesbury, Salisbury, SP4
7QA
When the claim form is received by
Animal Friends Insurance it is then
assigned to one of our claims assessors.
Please Note: it is the owners
responsibility to make sure they
have provided the required documents
within 90 days. If not completed
in full, delays can occur in
assessing the claim.
Once Animal Friends has received your claim form and accompanying documents you will hear from us within 5 working days
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.
Download Claim Form or call: 0844 557 0300 and one of our claims advisors will email one.
Once you have downloaded the claim form, make sure that the box which is labeled 'Continuation is ticked as shown above.
Attach the following documents and
then send them to the below address.
Animal Friends House, No.1 The Crescent,
Sun Rise Way, Amesbury, Salisbury, SP4
7QA
When the claim form is received by
Animal Friends Insurance it is then
assigned to one of our claims assessors.
Please Note: it is the owners
responsibility to make sure they
have provided the required documents
within 90 days. If not completed in
full, delays can occur in assessing
the claim.
Once Animal Friends has received your claim form and accompanying documents you will hear from us within 5 working days
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.
Download the pre-authorisation form or request one direct from us, alternatively we can send the form direct to your vet or they can download one from our website.
Your vet will need to supply us with the completed pre-authorisation form, full medical history and detailed estimate for the intended operation/investigation.
You will hear from us within 72 working hours, if not sooner, providing you/your vet, has supplied us with all the required information.
Animal Friends Insurance will contact you to confirm whether treatment can be pre-authorised. We will also contact your vet where required.
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
Click the questions below to reveal the answer. Can't find what you're looking 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 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 policy holder 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 policy holder or vets BACS details
*Claims settled on average within 3 days – data taken from 01/06/11 – 30/07/12
