Existing customers

You can choose to cancel your policy if your pet has been lost or stolen. If you ask us to, we’ll cancel your policy from the date your pet went missing. 

If we’ve paid a claim relating to your pet going missing or being stolen, for example, advertising and reward, we’ll cancel your policy from the date of the last claim we paid.

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.

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

You can cancel your policy at any time, so if you need to cancel your policy please get in touch. 

Cancelling within 14 days

• If you pay annually for your policy

If you cancel within 14 days of the policy start date and we haven’t paid a claim, we’ll give you a full refund.

If we’ve paid a claim and you cancel within 14 days of the policy start date, no refund will be given. This is true unless you’re cancelling because your pet has passed away or been lost or stolen. In this case, we’ll refund the remaining year’s premium. 

• If you pay monthly for your policy 

If you cancel within 14 days of the policy start date and we haven’t paid a claim, we’ll give you a full refund. 

If we’ve paid a claim and you cancel within 14 days of the policy start date, you must pay the remaining premiums for the rest of the policy year. This is true unless you’re cancelling because your pet has passed away or been lost or stolen. In this case, we’ll cancel your Direct Debit and no further payments will be taken.

Cancelling after 14 days 

•    If you pay annually for your policy 

If you cancel after 14 days and we haven’t paid a claim, we’ll refund you for any full months’ premium remaining in this policy year. 

If you cancel after 14 days and we’ve paid a claim for something that happened in this policy year, no refund will be given. This is true unless you’re cancelling because your pet has passed away or been lost or stolen. In this case we’ll refund any full months’
premium remaining in this policy year. 

•    If you pay monthly for your policy 

If you cancel after 14 days and we haven’t paid a claim, we’ll cancel your Direct Debit and no further payments will be taken. 

If you cancel after 14 days and we’ve paid a claim for something that happened in this policy year, you must pay the remaining premium for this policy year. This is true unless you’re cancelling because your pet has passed away or been lost or stolen. In this case we’ll cancel your Direct Debit and no further payments will be taken.

For more information on ‘Cancelling your policy’ please refer to the 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.

We’ll cover claims for advertising and reward if your pet goes missing or is stolen in the UK. If you can’t find your pet within 48 hours of them going missing, you can make a claim. 

If you can’t find your pet within 45 days, we’ll cover a percentage of the price you paid or donated for your pet up to the amount shown in ‘Your Schedule’. The amount we’ll pay you depends on several things. For example, how old they were, and how much you donated or paid for them. 

As soon as you realise your pet has gone missing, you should try to find them. If your pet is lost, you must report their loss to the microchip company and your vet. If your pet is stolen, you must report the theft to the microchip company and the police and give us the crime reference number. If you don’t do these things, we won’t cover your claim. 

If your pet is lost because they escaped, we will ask you for an explanation of what happened. You must give us a full and true explanation, as this will be used when we make a decision about your claim. 

To claim a reward under this section, you’ll need to agree the reward amount to be offered with our Claims team, by emailing claims@animalfriends.co.uk. You’ll need to show us a copy of your advert which includes the date and the reward amount. If someone finds your pet, you’ll need to give us their details before we can pay the claim. 

For more information, see ‘Section C: If your pet goes missing or is stolen’ in the Policy Booklet.

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.

You can update certain details on your policy at any time—for example, if you move house. 
 
Changes to your level of cover or vet fees excess may be possible, but these are subject to specific criteria and may not be available in all situations.
 
To explore your options, please give us a call 0344 557 0300.
 
We’ll explain what changes can be made, when they can take effect, and how they might impact your cover, especially if you've already made a claim.

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.

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

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:

• Live chat
• Emailing cancellations@animalfriends.co.uk
• Calling 0344 557 0300.

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 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.