Animal friends pet insurance

Emilykellett1

I'm so annoyed with the way Animal friends are dealing with claims in recent months. I have cat insurance with Animal Friends for 3 cats, all on a non-lifetime policy. I have twice tried to claim (for two different cats) and both times have been rejected.

The first time, I tried to claim for my cat's skin treatment. They kept writing to me (3 times) asking me to confirm the date when I first noticed the condition, which I told them was the day before the first vet visit. They ignored my response (on their chat room) and so I had to call. The claims advisor asked if he had ever shown signs before of a skin condition... I said 'no, cats have little scabs on their skin often but it hasn't ever been in this way'. This conversation, which I thought was chatty and nothing to do with my claim (I'd already answered their question) was then written back to me that it had been over 365 days since I 'noticed the condition' and therefore I couldn't claim. I complained formally and have heard nothing back in over a month.

This week I've been told I can't claim for my other cat's stomach rash. The reason they have stated is because of 'lip plaque' which was noted during a check up in 2015. The lip plaque was never treated. The vet has confirmed the two have nothing to do with each other, but Animal Friends are insisting they know more than my vet. They have also been rude and unhelpful on the phone, and haven't responded on social media. . The advisor yesterday told me I would need 'evidence' and 'reasoning' - despite my vets word, to prove the two cases aren't linked. when I asked what 'evidence' and 'reasoning' meant, and why my vet couldn't provide it, he couldn't answer.

I am now out of pocket by over £200, excluding excess of £198. I'm so annoyed, how do these companies get away with it?

Animal friends might seem like a great, cheap insurer but please don't waste your time!!!

sheramber

Not a surpirse.

Follow the complaints procedure in your policy document.