Here to support you and your pets - business as usual at Animal Friends. To help us minimise any impact for our customers, we ask that you avoid where possible sending claims to us via post during this time unless absolutely necessary. Pawtal, our online claims system for vets, is still the fastest way to process a claim. Please speak to your vet to submit the claim at

Pet insurance made easy - Glossary

Our glossary will help you to understand some of the commonly used phrases within pet insurance.


If your vets are registered to our Pawtal system, we can pre-authorise any condition or any amount of treatment that would be required in a 24-hour period prior to it going ahead for your peace of mind. Please note that treatment authorised will be subject to your policy terms and limits.

If submitted between 9am and 5pm we aim to provide an outcome within the hour. Your vet should be able to tell you if they’re signed up to the service.

If your vets are not signed up to our Pawtal system, we can look to pre-authorise treatment going ahead within a 24-hour period that is or, exceeds £1000. This will be subject to your policy terms and limits. We aim to provide an outcome within 24-72 working hours, providing we have all of the information we require. A pre-authorisation is valid for 4 weeks.

Check out our full glossary to make pet insurance easier to understand.