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.
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.
Your vet should be able to tell you if they’re signed up to the service.
If submitted between 9am and 4pm Monday to Friday, we aim to provide an outcome within one working hour. If submitted after 4pm or at the weekend, it will be reviewed the following working day. This process may take longer if we have not received all the required information to assess the pre-authorisation.
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.
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 receives treatment.
Please see the following examples of how the excess will be applied if you make a claim.
The excess is applied once per accident, per policy year.
For example, if your pet was involved in an accident that needed pain medication, you’ll have to pay the vet fees 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.
The excess is applied once for every accident, illness, or condition you claim for.
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 fee excess you chose again.
The excess is applied once for every accident, illness, or condition.
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 fee excess you chose again.
The excess is applied once for every accident, illness or condition and will apply again if you claim for the same accident, illness or condition after you renew your policy.
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 fee excess again.
If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fee excess you chose again.
The excess is applied once for every accident, illness or condition and will apply again if you claim for the same accident, illness or condition after you renew your policy.
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 fee excess again.
If your pet then needed treatment for an ear infection 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.
What happens if my claim amount is below my excess amount?
If the amount you are 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.
We will only be able to make a payment once the amount you are claiming for is more than the excess you chose and the accident, condition or illness is covered under your policy.
Example
Claim amount = £65
My excess = £99
Animal Friends pays £0 - The claim amount is far less than your excess.
Remaining excess of £34 (£99-£65) - this is the amount of excess you would still need to pay before we make a payment.
In this example, it is important to note that the claim hasn't been declined.
We cannot make a payment because the claim amount of £65 is less than your £99 excess.
If your policy has a vet fee limit per condition:
If you were to send us a second claim for the same condition for more than the remaining £34 of excess we can then make a payment.
If your policy has an annual vet fee limit:
If you were to send us a second claim for more than the remaining £34 of excess, we can then make a payment.
What happens if my claim amount is more than my excess?
If the amount you are claiming for is more than your excess, we can review your claim and may be able to make a payment if the accident, illness or condition is covered under your policy.
Example:
Claim amount = £500
My Excess = £99
Animal Friends pays = £401
Your excess is paid by you to your vet practice.
Animal Friends would look to cover the remaining amount.
What if my claim is more than my vet fee limit?
If the amount you are claiming for is more than your vet fee limit, we can review your claim and may be able to make a payment if the accident, illness or condition is covered under your policy.
You will need to pay the excess amount you chose to your vet practice.
If your claim amount is more than your vet fee limit and excess combined you will also need to pay for anything that is over your vet fee limit as well.
Example one: Claim amount more than vet fee limit.
Claim amount = £1,500
Policy vet fee limit = £1,000
My Excess = £99
Animal Friends pays = £1,000 (this is the full amount we can pay where the policy limit is £1,000)
Payable by you to your vet practice.
£99 - the excess you chose
£401 - the amount over your vet fees limit.
Example two: Claim amount more than vet fee limit.
Claim amount = £1,050
Policy vet fee limit = £1,000
My Excess = £99
Animal Friends pays = £951 (£1,050-£99) this leaves you with £49 you can still claim.
Your excess is paid by you to your vet.
If your policy has a vet fee limit per condition:
You would have £49 left to claim if your pet needed further treatment for the same condition.
If your policy has an annual vet fee limit:
You would have £49 left to claim for any condition in the same policy year.
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.