This booklet details everything your pet is covered for under
this policy. Some things aren’t covered, so it’s important you
read through your documents to check you have the cover you
need. There’s a list of exclusions in the
'What this policy doesn't cover'
section. These apply to the whole of your policy. There are also
some additional exclusions that only apply to certain sections
of cover. You should also check your schedule to see if there
are any other exclusions that apply to you personally. You’ll
find detailed descriptions of your cover for each section under
'What this policy covers'.
This is a Time Limited policy. This means each new condition is
covered for 12 months – as long as you renew your policy. The 12
months starts from the date your pet first showed signs or
symptoms of the condition. At the renewal after the condition
started, we’ll add an exclusion to your policy – but you can
carry on claiming for the condition if you haven’t already
reached your 12-month limit. At the end of the 12 month period,
we won’t cover that condition any more even if you renew.
When we say ‘condition’, we mean any injury or illness with a
single cause or diagnosis. For example, if your pet has an
accident, we’ll class any injuries they suffer as one
condition – even if they’re in different parts of the body.
Likewise, if your pet has symptoms of a condition that later
appears in a different side of the body, we’ll class it as one
The condition limit in your schedule is the most we’ll pay for
any one condition. Once you reach your limit – or after 12
months, whichever comes first – we won’t cover that condition
any more. The annual limit in your schedule is the most we’ll
pay in total each year for all conditions.
Every time you make a claim for a new condition, you’ll need to
pay an excess to help cover the cost of treatment. You should
check your schedule to see how much you’re covered for, and how
much excess you’ll need to pay. For more information on excesses
see the ‘Your excess’ part of the
'What this policy doesn't cover'
When this policy starts and ends
Your policy starts from the day you chose it to, but there’s a
waiting period before you can start making some kinds of claims.
We don’t cover accidents or injuries that happen within the
first 2 days of your policy start date. For example, if your
cover starts on the 1st, you won’t be covered for any accidents
or injuries that happen before the 3rd.
For illnesses, we don’t cover any that first show signs or
symptoms within the first 14 days. So, if your cover starts on
the 1st, you won’t be covered for any illnesses that first show
signs or symptoms before the 15th. This 14-day waiting period
also applies to all claims involving cruciate ligaments –
including those caused by accidents.
We also won’t cover claims if your pet goes missing or is stolen
in the first 14 days of your policy.
If you’ve switched from a full, annual pet policy with another
insurer, cover for illnesses starts straight away and cover
for accidents starts after 2 days. You must be covered up to
the start date of your new Animal Friends policy – there can
be no gaps in cover or payment. The policy you switch from
can’t be a free short-term or trial pet insurance policy.
Remember, we won’t cover your pet for any pre-existing
conditions, even if you’ve switched from another annual
A condition starts from the date the accident happened, or the
illness first showed any signs or symptoms – not the date you
take your pet to the vet. So even if you wait until after the
waiting period to get your pet treated, you still won’t be
Several things might end this policy. For example, if either of
us decide not to renew your policy for any reason. It will end
if your pet dies, is lost or is stolen. You may also decide to
cancel your policy. We can cancel it too – for example, if you
don’t pay your premium. For more information about cancelling
your policy, see the
'Cancelling your policy'
Changing your level of cover
If you want to change your level of cover, you should get in touch with us. If your pet already has a
condition, and you switch 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. If you switch to a policy
with a lower limit, your new policy limit will apply to all claims.
Pre-existing conditions aren’t covered by this policy. We
consider a condition to be pre-existing if your pet showed any
signs or symptoms of it before your cover start date, whether
they needed treatment previously or not. We can start covering
some conditions again if they haven’t needed – or been
recommended to have – treatment from you or the vet in the last
24 months. If a vet says a condition does need treatment during
this time, and you delay getting it, we won’t cover that
condition. We don’t cover any pre-existing chronic conditions;
for example, diabetes, arthritis and epilepsy.
If you noticed something was wrong with your pet before you took
out the policy, it could be a sign of a pre-existing condition.
This is true even if you decided not to take them to the vet.
For example, if your dog was shedding fur before the policy
started, and was later diagnosed with a thyroid condition, we’d
consider this to be a pre-existing condition.
Remember, the 14-day waiting period at the start of this policy
means we’ll consider any signs and symptoms that started in this
period as pre-existing as well.
Any injuries caused by accidents your pet had before you took
out this policy will also be considered pre-existing conditions.
This includes any complications, illnesses or conditions that
might not be noticeable straight away but later appear as a
result of the earlier accident.
Conditions that affect both sides of the body
If your pet develops a condition in one part of their body that
they’ve previously had in another part of their body, we’ll
class it as one condition. This is called a ‘bilateral
condition’, and both cases will be covered under the same vet
fees limit. Bilateral conditions usually appear in places your
pet has more than one of, such as ears, eyes and elbows.
For example, your pet may need treatment for an injured cruciate
ligament in their left leg that costs £1,000. If you have our
Prime policy, which has a £2,000 limit, there would be £1,000
left for treatment if they injured the cruciate ligament in
their right leg. This is because we’d class these as the same
Remember, we don’t cover pre-existing conditions. So if the
damage to the left ligament happened before you took out this
policy, you won’t be covered if they later damage their right
You also won’t be covered if the damage to the right ligament
happened more than a year after the damage to the left one. This
is because this policy only covers conditions for 12 months from
when your pet was injured or first showed signs or symptoms of
Amounts you might have to pay
The premium is the amount you pay us so we can provide you with
insurance for your pet. You can decide to pay one amount
annually or in monthly instalments. You must make sure to keep
up with all your payments. If you don’t, we won’t be able to
cover you if you want to make a claim.
The excess is an amount you’ll need to pay when you make a
claim. Different sections of the policy have different excesses,
check your schedule to find out which apply to you.
Vet fees excess
You’ll need to pay one vet fees excess per policy year for each
condition that you claim for. If your pet becomes ill with a new
condition, and you start a new claim, you’ll need to pay the
excess. If they need more treatment for the same condition in
the same policy year, we’ll treat this under the same claim. You
won’t need to pay the excess again for that condition in that
If you claim for the same condition over more than one policy
year, you’ll have to pay the excess once per year. For example,
if your pet develops conjunctivitis and needs eye drops, you’ll
have to pay the vet fees excess shown in your schedule when you
make a claim. If they need more drops in that policy year, you
won’t need to pay another excess. But if they need more drops
after you renew your policy, you’ll need to pay the vet fees
Sharing the cost of the vet bill
As your pet gets older, you’ll also have to start paying a
percentage of the vet fees when you make a claim. This is
because older pets may be more likely to get injured or to
become ill. These are known as ‘co-payments’.
We start applying co-payments at 8 years old for dogs and 10
years old for cats. We’ll automatically apply co-payments on the
first renewal after your pet’s birthday. For example, if your
dog turns 8 in January, and the policy renews in July, we’ll
apply co-payments after the July renewal. Check your schedule to
see if a co-payment applies to your policy.
Co-payments count towards your cover limit. For example, if your
cover limit is £1,000, with a 20% co-payment, the most you’ll be
able to claim is £800.
Looking after your pet
It’s important you look after your pet’s health – we might not
be able to pay some claims if you don’t. You must follow any
advice given to you by a vet, and arrange and pay for treatment
to help lower the risk of injury or illness. If they need
treatment, you need to make sure your vet is a current member of
the Royal College of Vet Surgeons. If they’re not, you might
find you’re not covered.
Your pet’s health
It’s really important you vaccinate your pet to protect them
from harmful diseases. If you have a dog, you must make sure
they’re vaccinated against distemper, hepatitis, leptospirosis,
parvovirus and kennel cough. If you have a cat, you must make
sure they’re vaccinated against feline infectious enteritis,
feline leukaemia and cat flu. If a vet recommends any other
vaccinations, you must agree to those as well. It’s important
all your pet’s vaccinations are kept up to date. We won’t cover
claims for diseases or illnesses that could’ve been prevented by
You must also regularly worm your pet by following an
anti-worming programme and product that’s been recommended or
prescribed by a vet. We don’t cover herbal worming products or
any complications that result from using them.
Your pet’s safety
This policy is designed to cover you for things that happen to
your pet that couldn’t have been prevented or predicted. It’s
your responsibility as their owner to keep them as safe as
possible. You must follow advice given to you by your vet,
trainers and the authorities. For example, if the police or a
vet tell you to muzzle your dog, you must do this to keep them
and others safe.
If you have a dog, you must always keep them under your control.
They must be on a lead with a collar or harness anywhere there
could be moving vehicles. For example, on a driveway, in car
parks or next to roads, including those on private land.
All collars, leads or harnesses need to fit properly and be kept
in good condition. Make sure to firmly hold your lead, so it
doesn’t slip out of your hand if your dog pulls away from you
You need to make sure your home, garden, and any other places
your pet visits are secure. You should take steps to stop your
pet from escaping, especially when opening doors. If you take
your pet in a vehicle, you must use a lead, harness, cage or
crate to restrain them. This is particularly important when
getting in and out anywhere near a road.
You must make sure your pet is microchipped in line with UK law
and that the information on it is kept up to date.
It’s your responsibility to keep your pet safe. If you don’t,
you may find you’re not covered when you try to make a claim.
Renewing your policy
If you pay monthly – or pay annually and have opted into
auto-renewal – you won’t need to do anything; your policy will
automatically renew for another year. If you paid upfront for a
year and haven’t opted for auto-renewal, you’ll need to get in
touch with us to renew for another year.
0344 557 0300
Animal Friends will send your renewal documents approximately three weeks
before your policy is due to end. You should read these
documents carefully. We might change some of your terms or the
price you pay, so you’ll need to check you still have the cover
Several things affect the price you pay when you renew,
including your pet’s age, their medical history and previous
Giving us the facts
It’s really important you give us accurate information at all
times. If you notice any information isn’t right, or if your
circumstances change, you should tell us straight away.
We might not be able to pay a claim if you don’t tell us the
truth, or if you mislead us or exaggerate a claim. We may also
cancel your policy without giving you a refund, and in some
cases have to tell the police or other authorities.
If you give us wrong information by mistake, you might not be
able to make a claim or we might need to void your policy. If we
do this, we’ll act like your policy never existed and give you
back any premiums you’ve paid. We might also need to apply extra
exclusions, or change your cover, the premium you pay or the
terms of this policy.
Keeping up to date with your payments
It’s important you keep up to date with your premium. If you’re
struggling with your payments, please get in touch and let us
know. We won’t be able to cover claims if you have any unpaid