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


How long does it take to assess a claim?


If you have submitted a paper claim form, we aim to process this within 5-7 working days once we are in receipt of a fully completed claim form and all relevant information.

It is important to provide a copy of the full medical history and to ensure the claim form is signed by the policy holder to avoid any delays.

Alternatively, if your vets are registered to our Pawtal service, we assess claims within 24 hours of us receiving the 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 but you also do have the option of contacting us for an estimation.

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