Photo illustration of a dog and a cat

Existing customers

If you already have a policy with us let us help you with its management and how to find all your policy details online.

If you want to change your level of cover, you can do this in your online account  or by calling us on 0344 557 0300, Monday to Friday, 9am to 5pm.
 
Increasing your level of cover 
You can increase your level of cover at renewal.
 
If your pet already has a condition, and you change to a policy with a higher limit, we’ll cover valid claims for this condition at your previous lower limit. This is true even if you haven’t yet made a claim or if you noticed something was wrong but your pet hasn't yet been to the vet.
 
You’ll be able to make claims at the higher limit for a new condition after 14 days and for new accidents after two days. You’ll still be able to make claims for new and existing conditions, within this 14-day period, but at your current lower limit. You’ll also be able to make claims for new and existing accidents, within the two-day period, but also at your current lower limit.
 
Decreasing your level of cover 
You can decrease your level of cover at any time.
 
If you change to a policy with a lower limit, cover for new conditions and accidents will start straight away. Your new policy limit will apply to all new and existing claims.

With Animal Friends, you have the ability to safeguard your pet’s microchip numbers alongside your policy, meaning you can access the details quickly and easily when you need them.

If you are an existing Animal Friends customer and would like to add your pet’s microchip number to your policy, Login to your account and follow the simple steps in this short video below.

As well as viewing your policy documents, you can also view all communications sent to you through your online Animal Friends account. These can be viewed via your pet’s ‘Policy Details’ page, under the “Policy Documents” tab.

You can edit or change your pet’s name through your online Animal Friends account by clicking on the “Pet Details” tab. If you’re having problems, please try our Live Chat or you can email us on info@animalfriends.co.uk and we can get this changed for you.

Please note: Only edit your pet’s name if it’s spelt incorrectly or if you’ve decided to change it. If you’re looking to cover a new pet, they will need their own policy to ensure they’re covered correctly and to avoid any issues should you need to make a claim later on.

We hope you are happy with your cover and the service we have provided, but if you are unhappy, we would like to try and put things right.

You can discuss this with a member of our team, or can make a complaint, by contacting us on 0344 557 0300, Monday to Friday, 9am to 5pm. Alternatively, you can email complaints@animalfriends.co.uk.

Please visit your online account to make changes to your policy. You can update some personal details and update your communication preferences through your online account.
 
You can also record your pet's microchip number, or your horse's passport and microchip number. There is also the option to save a copy of your pet or horse’s purchase receipt which may be needed in the event of a claim if they pass away.
 
For anything else, please contact us by phone on 0344 557 0300 or by email: info@animalfriends.co.uk

For more information on how our Refer a Friend program works and to view the Terms and Conditions visit our Refer a Friend page. 

We do hope that your dog or cat is returned to you safe and well.

If you can’t find your dog or cat within 45 days, we may be able to cover some of the cost you paid for them. The amount we're able to pay depends on how much you told us you paid for them when you took out your policy and how old they were when they went missing. We’ll cover a percentage of the price you paid for them up to the amount shown in your Your Schedule.  

We will need to see a proof of purchase for your pet to prove how much you paid for them, so make sure to keep it safe. You can store your receipts digitally in your online account.

Dogs must be microchipped and the information be kept up to date as required under The Microchipping of Dogs (England) Regulations 2015.

Go to our Claims page for more information and a claims form.

If we settle a claim if your pet goes missing or is stolen, we will cancel your policy from the date we pay your claim. If you pay annually you might be due a refund. Please see the Cancelling your Policy section of your Policy Booklet. 

We’ll cover some of the cost of finding your dog or cat if they’re stolen or go missing from your home. We’ll cover the cost of advertising and a reward up to £200 on all of our policies, except for Accident Only. The Advertising and Reward benefit is not available on our Accident Only policy.

You’ll need to agree the reward amount to be offered with our Claims team, by emailing claims@animalfriends.co.uk. Please note, the reward cannot exceed the purchase price paid for your pet.

To claim back the advertising and reward costs, you’ll need to complete a claim form and provide evidence of the costs involved in advertising, such as receipts for advertising and proof of payment for reward.

For customers who have renewed with us from Aviva, please refer to the policy document.

Your policy number can be found on any documentation received from us. It can also be found on your policy schedule. This document would have been emailed or posted to you at the start, or when you renewed your policy.

Alternatively, all your policy details can be found online, when you log into your account with us. To be able to login you will need to register first. We’ll need some personal details and your email address to be able to identify you and make sure your account is secure.

You can also find your policy number as the reference for Animal Friends Insurance payments, on your bank statements.

If you are unable to find your policy schedule, you can request this by calling us on 0344 557 0300 Monday – Friday: 09:00 – 17:00

Alternatively, you can use our Live Chat facility which appears in the bottom right of your browser window when viewing our website.

If you have logged into your account and are unable to see a policy you may want to double check that it has not become an inactive policy, by selecting ‘Inactive’ at the top of the ‘My policies’ list.

If it it still not appearing it may be because it holds some old personal information about you, which means it is currently sat under another separate customer record.

To amend this you will need to call us on 0344 557 0300 or email info@animalfriends.co.uk.

Yes, you can authorise another person to talk to us about your policy on your behalf.

There are two options available depending on the amount of authority you want to give someone else. You can give someone ‘Information only’ access, which will allow them to discuss all aspects of your policy but not change any of your details. Or, you can give them ‘Full access’, which allows them to discuss all aspects of your policy and make amendments like you would as a policyholder. The only thing we are not able to do is pay any claims to them.

To authorise another person, please contact us on 0344 557 0300 or email info@animalfriends.co.uk.

Any authority you have agreed will need to be re-confirmed every two years, but you can remove or change the authority at any time.

If your policy is for a cat or dog, you can edit the home address associated with your policy in the "My Details" section of your online account. Please note that making a change could result in a change in the price of your policy.
 
If you have a horse policy, please call us on 0344 557 0300 or email us at info@animalfriends.co.uk so that we can get this changed for you so that you’re paying the right price based on your information.

This policy is a 12-month contract of insurance that can be paid annually or monthly.

You can cancel your policy at Monday to Friday, 9am to 5pm. You can also cancel by speaking to us on LiveChat or by emailing info@animalfriends.co.uk.

We cannot cancel a policy without the policyholder’s permission.

For new customers - If you cancel your policy within 14 days of receiving your documents and we haven’t paid a claim, we’ll give you a full refund. If you cancel after 14 days of receiving your documents and we haven’t paid a claim, we’ll refund you for any time left on your policy.

For existing customers - If you cancel your policy within 14 days of your policy start date and we haven’t paid a claim, we’ll give you a full refund. If you cancel after 14 days of your policy start date and we haven’t paid a claim, we’ll refund you for any time left on your policy. If we’ve paid any claims for something that took place in this policy year, you’ll need to pay the full years premium which is shown in Your Schedule. For more information about cancelling your policy, please see the 'Cancelling your policy' section of our Policy Booklet.

Please refer to your Policy Booklet for details about what is and isn’t covered. For information about any exclusions for your pet please see the details in your Policy Schedule.

To help ensure a smooth claims process, you can now upload any documents that support your claim to your online Animal Friends account. This can be done via your pet’s ‘Policy Details’ page under the ‘Your uploaded documents’ tab. 

You can view your policy details through your online account.

To view your details for the first time, you will need to register with us first. Once you have registered and logged in, you will be able to view your pet’s policy details, policy documents and the account information we hold for you.

You’ll also be able to claim for repeat medication online and view your claims status for any claims you make.

Login or register to your online account

You can then either register or login into your customer account by providing a few simple details.

It is important to remember that in order to use the customer account we must already hold a valid email address for you so please get in touch if you need to update your details.

If your pet has sadly passed away, there are some resources you may find useful to help you and your family deal with your grief under our Pet bereavement and pet loss page.

If you wish to contact us to cancel your policy you can do this by:

The cancellation will not affect any current or future claims so long as your premium for the treatment dates you wish to claim for has been paid. All this will do is stop any future payments from being debited.

You may be able to make a claim under Section B of your policy, if your pet dies or is put to sleep. More information on claiming can be found in our Pet bereavement and pet loss page. 

Pet 

If your pet dies or is put to sleep, we may be able to cover some of what you paid for them. The amount we’ll pay depends on how they died, how old they were when they died and how much you paid for them. 

For dogs aged over 8 years of age and cats over 10 years of age, you can still claim under this section, but your pet has to have died due to an accident. 

Horse 

If your horse dies or is put to sleep, we’ll pay either the purchase price or the amount shown on Your Schedule, whichever is less.
 
We will ask to see a copy of the purchase receipt in the event of a claim.

If you have logged into your account and are unable to see a policy you may want to double check that it has not become an inactive policy, by selecting ‘Inactive’ at the top of the ‘My policies’ list.

If it it still not appearing it may be because it holds some old personal information about you, which means it is currently sat under another separate customer record.

To amend this you will need to call us on 0344 557 0300 or email info@animalfriends.co.uk.

To be able to register to view your policy details online you’ll need to complete your first name, surname, email address and post code.

If your details do not match the information we hold for you, you will be unable to complete the registration process.

If you continue to have problems registering, please email us at info@animalfriends.co.uk or call us on 0344 557 0300.