Claims
To help you if you have any questions about making a claim.
Head over to our claims page to find out more about how to make a claim.
An excess is the amount you will need to pay when you make a claim. You chose your excess amount when you bought your policy. You can check the excess amount you chose in ‘Your Schedule’.
Animal Friends horse insurance policies have 3 vet fee excess options for you to choose from: £199, £249 and £499. You must pay the vet fees excess directly to your vet.
The excess is applied once for every accident, illness or condition you claim for.
For example, if your horse develops Laminitis and needs treatment, you'll have to pay the vet fees excess you chose when you make a claim. If your horse needs more treatment for Laminitis, you won't need to pay another excess.
If your horse then needed treatment for Sarcoids and you make a claim, you would need to pay the vet fee excess you chose again.
Please see the following examples of how the excess will be applied if you make a claim.
If the amount you’re claiming for is less than the excess you chose, we can still review your claim, but we won’t be able to make a payment. However, the amount you pay to your vet will count towards your vet fees excess for that condition.
Example
First claim for laminitis
| Claim amount | £200 |
| Vet fees excess | £249 (£200 payable by you to your vet) |
| Animal Friends pays | £0 |
| Vet fees excess remaining | £49 |
So, if your pet later needs more treatment for the same condition, you’ll only need to pay the remaining £49 excess before we can make a payment.
Second claim for laminitis
| Claim amount | £300 |
| Vet fees excess remaining | £49 (payable by you to your vet) |
| Animal Friends pays | £251 |
The excess in the example above has now been paid. If your pet needs further treatment for the same condition, in the same policy year, there will be no more excess to pay.
Third claim for laminitis
| Claim amount | £250 |
| Vet fees excess remaining | £0 |
| Animal Friends pays | £250 |
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
If the amount you are claiming for is more than your excess but less than your vet fee limit, we can make a payment.
Example
| Claim amount | £500 |
| Vet fees excess | £199 (payable by you to your vet) |
| Animal Friends pays | £301 |
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
If your claim is for more than your vet fee limit, you’ll need to pay the difference directly to your vet.
Example
| Claim amount | £3,500 |
| Vet fee limit | £3,000 |
| Vet fees excess | £199 (payable by you to your vet) |
| Amount over vet fee limit | £301 (payable by you to your vet) |
| Animal Friends pays | £3,000 |
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
If you’re claiming for more than one condition, and your vet hasn’t already done so, we’ll ask them to submit separate claims for each condition. When we review your claims, you'll need to pay one excess for each condition you claim for.
Example
| Claim amount (Laminitis) | £600 |
| Vet fees excess for Laminitis | £199 (payable by you to your vet) |
| Animal Friends pays | £401 |
| Claim amount (Sarcoids) | £400 |
| Vet fees excess for Sarcoids | £199 (payable by you to your vet) |
| Animal Friends pays | £201 |
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
Every year we use our claims information to review the prices charged by vets for some of the items most commonly claimed for. We use this information to set a maximum amount we’ll pay for these items.
If your claim includes something that cost more than the maximum amount you can claim for, you’ll need to pay the difference directly to your vet.
Example – Claim includes an out-of-hours visit and examination
In this example, your total claim is £800, which includes an out-of-hours visit and examination. The maximum amount we’ll pay for the out-of-hours visit and examination is £200, but your vet charged £250, so you’ll need to pay the £50 difference directly to your vet.
We then deduct your vet fees excess which you’ll also need to pay directly to your vet. Animal Friends will pay the remaining amount.
| Claim amount | £800 |
| Amount over the maximum we’ll pay for an out-of-hours vet consultation. | £50 (payable by you to your vet) |
| Remaining claim amount | £750 |
| Vet fees excess | £199 (payable by you to your vet) |
| Animal Friends pays | £551 |
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
Claim for vet fees or pre-authorisations
To claim for vet fees for pets or horses, or to submit a pre-authorisation, your vet can do this on your behalf through Pawtal, our online claims system for vets. This means there is no paperwork required and claims can be dealt with much quicker.
If you still need a paper claim form, follow the instructions on our Claims page.
Repeat medication claims
To claim for repeat medication, you’ll need to log into your online account and follow the instructions for ‘How to make a new claim’. Alternatively, you can download a repeat medication claim form.
Other claims
For all other claims go to our Claims page where we’ll direct you to the right claim form or action needed.
If you need help to make a claim please call us on 0344 557 0300 Monday – Friday: 09:00 – 17:00
At the moment you can only claim online for repeat medication.
Repeat medication claims
To claim for repeat medication, you’ll need to log into your online account and follow the instructions for ‘How to make a new claim’.
Claim for vet fees or pre-authorisations
To claim for vet fees for dogs and cats or to submit a pre-authorisation, your vet can do this on your behalf through Pawtal, our online claim system for vets. This means there is no paper work required and claims can be dealt with much quicker.
If you still need a paper claim form, follow the instructions on our Claims page.
Other claims
For all other claims go to our Claims page where we’ll direct you to the right claim form or action needed.
For all other claims please call us on 0344 557 0300 Monday – Friday: 09:00 – 17:00
There is no time limit to claim back your vet fees. However, to help us handle your claim as quickly as possible, please send all claim forms as soon as possible after your pet or horse receives treatment.
You’ll need to pay one vet fees excess per policy year for each accident you claim for.
For example, if your pet was involved in an accident that needed pain medication, you’ll have to pay the excess you chose when you make a claim. If your pet then needs more pain medication for the same injury in that policy year, you won’t need to pay another excess. But if they need ongoing treatment for the accident after you renew your policy, you’ll need to pay the vet fees excess again.
If your pet is then involved in another accident, your excess amount will need to be paid again.
You’ll need to pay one vet fees excess for each condition your pet might have.
For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If they need more treatment for conjunctivitis, you won’t need to pay another excess.
If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.
You’ll need to pay one vet fees excess for each condition your pet might have.
For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If they need more treatment for conjunctivitis, you won’t need to pay another excess.
If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.
You’ll need to pay one vet fees excess per policy year for each condition your pet might have.
For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If your pet then needs more drops in that policy year, you won’t need to pay another excess. But if they need ongoing treatment for conjunctivitis after you renew your policy, you’ll need to pay the vet fees excess again.
If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.
You’ll need to pay one vet fees excess per policy year for each condition your pet might have.
For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If your pet then needs more drops in that policy year, you won’t need to pay another excess. But if they need ongoing treatment for conjunctivitis after you renew your policy, you’ll need to pay the vet fees excess again.
If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.
Please see the following examples of how the excess will be applied if you make a claim.
If the amount you’re claiming for is less than the excess you chose, we can still review your claim, but we won’t be able to make a payment. However, the amount you pay to your vet will count towards your vet fees excess for that condition.
Example
First claim for conjunctivitis
| Claim amount | £100 |
| Vet fees excess | £159 (£100 payable by you to your vet) |
| Animal Friends pays | £0 |
| Vet fees excess remaining | £59 |
So, if your pet later needs more treatment for the same condition, in the same policy year, you’ll only need to pay the remaining £59 excess before we can make a payment.
Second claim for conjunctivitis
| Claim amount | £300 |
| Vet fees excess | £59 (payable by you to your vet) |
| Animal Friends pays | £241 |
The excess in the example above has now been paid. If your pet needs further treatment for the same condition, in the same policy year, there will be no more excess to pay.
Third claim for conjunctivitis
| Claim amount | £150 |
| Vet fees excess | £0 |
| Animal Friends pays | £150 |
Lifetime and Accident Only policies
If you chose one of our Lifetime or Accident Only policies, you’ll need to pay your excess again if your pet needs treatment for the same condition after you renew.
Maximum Benefit and Time Limited policies
If you chose one of our Time Limited or Maximum Benefit policies, you won’t have to pay the excess again when you claim for the same condition after you renew.
Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
If the amount you are claiming for is more than your excess but less than your vet fee limit, we can make a payment.
Example
| Claim amount | £500 |
| Vet fees excess | £159 (payable by you to your vet) |
| Animal Friends pays | £341 |
Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
If your claim is for more than your vet fee limit, you’ll need to pay the difference directly to your vet.
Example
| Claim amount | £1,500 |
| Vet fee limit | £1,000 |
| Vet fees excess | £159 (payable by you to your vet) |
| Amount over vet fee limit | £341 (payable by you to your vet) |
| Animal Friends pays | £1,000 |
Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
Not all claims will have a co-payment. Co-payments only apply when pets are over a certain age. If a co-payment applies to your claim, here’s how it works:
When you make a claim, we’ll first deduct your excess from the claim amount. After that, if a co-payment applies, your co-payment percentage will be applied to the remaining amount.
In the example below the claim amount is £500. You pay the £159 excess and then the co-payment is calculated at 20% of the amount left over, which is £341. 20% of £341 is £68.20. Animal Friends then pays the rest - £272.80.
Example
| Claim amount | £500 |
| Vet fees excess | £159 (payable by you to your vet) |
| Claim amount after excess | £341 |
| Co-payment (20%) | £68.20 (payable by you to your vet) |
| Animal Friends pays | £272.80 |
Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess, and your co-payment, from any amount we’ll pay you. You’ll need to pay those amounts directly to your vet. The vet fees excess, and co-payment amount, won’t count towards your vet fee limit.
If you’re claiming for more than one condition, and your vet hasn’t already done so, we’ll ask them to submit separate claims for each condition. When we review your claims, you'll need to pay one excess for each condition you claim for.
Example
| Claim amount (Diabetes) | £600 |
| Vet fees excess for Diabetes | £159 (payable by you to your vet) |
| Animal Friends pays | £441 |
| Claim amount (Arthritis) | £400 |
| Vet fees excess for Arthritis | £159 (payable by you to your vet) |
| Animal Friends pays | £241 |
Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
Lifetime and Accident Only policies
If you chose one of our Lifetime or Accident Only policies, you’ll need to pay the vet fees excess for each condition, each policy year. This means that when your pet’s treatment continues into another policy year, you’ll need to pay your vet fees excess more than once.
In the below example, the pet received treatment before, and after, the policy renewal date of 1st January 2026.
Example
So, you’ll need to pay your vet fees excess twice, once for treatment carried out before the policy renewal date, and once for treatment carried out after the policy renewal date.
| Treatment carried out before you renewed | £600 |
| Vet fees excess | £159 (payable by you to your vet) |
| Animal Friends pays | £441 |
| Treatment carried out before you renewed | £300 |
| Vet fees excess for Diabetes | £159 (payable by you to your vet) |
| Animal Friends pays | £141 |
Maximum Benefit and Time Limited policies
If you chose one of our Time Limited or Maximum Benefit policies, you won’t have to pay the excess again when you claim for the same condition after you renew.
Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
Every year we use our claims information to review the prices charged by vets for some of the items most commonly claimed for. We use this information to set a maximum amount we’ll pay for these items.
If your claim is for something that costs more than the maximum amount you can claim for, you’ll need to pay the difference directly to your vet.
Example – Out of hours vet consultation
In this example, your total claim is £250, which is for an out-of-hours vet consultation. The maximum amount we’ll pay for the out-of-hours vet consultation is £200, but your vet charged £250, so you’ll need to pay the £50 difference directly to your vet.
We then deduct your vet fees excess which you’ll also need to pay directly to your vet. Animal Friends will pay the remaining amount.
| Claim amount | £250 |
| Maximum amount we’ll pay | £200 |
| Amount over the maximum we’ll pay | £50 (payable by you to your vet) |
| Vet fees excess | £99 (payable by you to your vet) |
| Animal Friends pays | £101 |
Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
Every year we use our claims information to review the prices charged by vets for some of the items most commonly claimed for. We use this information to set a maximum amount we’ll pay for these items.
If your claim includes something that cost more than the maximum amount you can claim for, you’ll need to pay the difference directly to your vet.
Example – Claim includes an out-of-hours vet consultation
In this example, your total claim is £800, which includes an out-of-hours vet consultation. The maximum amount we’ll pay for the out-of-hours vet consultation is £200, but your vet charged £250, so you’ll need to pay the £50 difference directly to your vet.
We then deduct your vet fees excess which you’ll also need to pay directly to your vet. Animal Friends will pay the remaining amount.
| Claim amount | £800 |
| Amount over the maximum we’ll pay for an out-of-hours vet consultation. | £50 (payable by you to your vet) |
| Remaining claim amount | £750 |
| Vet fees excess | £99 (payable by you to your vet) |
| Animal Friends pays | £651 |
Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.
If you are unhappy with the outcome of a claim, please call us on 0344 557 0300 to discuss your case further.
Should you wish to make a complaint, please visit our complaints page for more information.
If you have provided us with your mobile number we’ll text you to confirm we have received your claim. The claim outcome will be sent to you in an email. You will also be able to see the status of your claim by logging into your online account. If you haven’t logged into your account before, you will need to register first.
Claims submitted by Pawtal, our online claims system for vets, should appear on your online account within 48 hours. If you have had to send us a paper claim form, this may take a while longer to appear.
If you provide us with your mobile number this will allow us to send texts to acknowledge receipt and update you on your claim.
If you have submitted a paper or email claim form, we aim to process this within 2 working days. The processing of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.
It is important to provide a copy of the full medical history and to ensure the claim form is signed by the policyholder to avoid any delays.
Alternatively, if your vet practice is registered to use Pawtal, our online claim service, we endeavour to assess claims within 2 working days of receiving all required information via this service.
Please note, in the event of us experiencing unusually high claim volumes, claims may take longer. If during this period you submit a claim, we will do our best to update you if there is a delay.
Pawtal is our online claims system for vets and allows us to pay you or your vet directly. It is not designed for customers to use, only vets.
It is an online service that enables vets who have registered to submit a claim online directly to Animal Friends on your behalf, after taking a few details from you.
In many cases we’re able to pay successful claims within 48 hours. This can mean a very fast response to the claim at the critical time when your pet needs immediate attention.