If you are struggling financially due to COVID-19 then please call us on 0344 557 0300 or visit our FAQS.

Claim Response Claim Response

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In the meantime, please call us on 0344 557 0300 or email claims@animalfriends.co.uk.

Frequently asked questions

If you need to ask a question please chat to us on the Live Chat below 9am-5pm Monday to Saturday or contact us

Yes, if you are hospitalised because of COVID-19 for more than 4 consecutive days, we’ll cover the cost of kennel or cattery fees, up to the benefit limit in your schedule. This benefit applies to our Time Limited, Max benefit and Lifetime policies.

You must board your pet at a licensed kennel or cattery or place it in the care of a professional home carer. We’ll need to see receipts from the kennel or cattery, identifying the name of your pet, the owner’s name and address, the dates your pets were cared for and the amounts charged for each day. You will also need to provide some evidence from the hospital you attended, such as discharge notes, showing your name and address and the dates you were an inpatient.

To submit a claim for repeat medication, you will need to login to your account and select ‘Claims’ from the account menu.

Once in the claims section, you’ll need to select ‘How to make a new claim’ and choose who you are claiming for.

You can then select ‘Repeat medication’ and follow the instructions.

You’ll be asked to provide details of the medication and upload any prescriptions, receipts or invoices.

Alternatively, you can download a paper claim form to complete and return to us.

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. If you are concerned that we have not yet received your claim, please can us on 0344 557 0300 or email info@animalfriends.co.uk.

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 How to make a claim page.

Other claims

For all other claims please call us on 0344 557 0300 Monday – Saturday: 09:00 – 17:00

 

If Joii has recommended you use an out of hours vet, then we will review this charge once we receive confirmation, such as clinical notes, from Joii.

If you have provided us with your mobile number we’ll text you to confirm we have received your claim. The claims 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.

When your dog is 8 or older or your cat is 10 or older, a co-payment will become payable when you make a claim for vet fees.

The co-payment is usually 20% of each claim amount that you’ll have to pay, in addition to the Excess and will be deducted from the applicable policy limit.

Just like people, as your pet ages the chance of it needing medical treatment increases, meaning you’re more likely to claim on your policy. This means that your premiums may increase as your pet ages.

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 your vets are registered to our Pawtal system, we can pre-authorise any amount of treatment that would be required in a 24-hour period prior to it going ahead for your peace of mind! Please note that treatment authorised will be subject to your policy terms and limits.

If submitted between 9am and 5pm Monday to Friday, we aim to provide an outcome within the hour, subject to having all the required information. Any pre-authorisations submitted after 5pm or over the weekend will be assessed the following working day.

Your vet should be able to tell you if they’re signed up to the service.

If your vets are not signed up to our Pawtal system, you can still download a claim form to send to us. Once we have received a completed form, we’ll reply within 5 working days.

Yes, all of our policies provide cover for complementary treatment, some of our policies are subject to an inner limit. You can check this information by checking your policy document.

Complementary medicine or therapy includes:

  • Physiotherapy
  • Hydrotherapy
  • Chiropractic manipulation
  • Osteopathy
  • Acupuncture
  • Homeopathic or herbal medicines
  • Laser Therapy

The complementary medicine must be recommended by a vet and administered by one of the following suitably qualified practitioners:

  • Association of Chartered Physiotherapists in Animal Therapy/ National Association of Vet Physiotherapists
  • The Institute of Registered Veterinary and Animal Physiotherapists (IRVAP)
  • The International Association of Animal Therapists
  • Canine Hydrotherapy Association International Vet Acupuncture Society (IVAS)
  • The Association of British Vet Acupuncturists (ABVA)
  • National Association of Registered Canine Hydrotherapists (NARCH)
  • Institute of Canine Hydrotherapists (ICH)
  • Register of Animal Musculoskeletal practitioners (RAMP)
  • McTimoney Animal Association registered therapists
  • Animal Health Professions’ Register (AHPR).

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.

We review your premium price on an annual basis and there are multiple factors that may cause pricing changes, either up or down.

These include your pet’s age, claims history, your location, the average cost of vet treatment at the time, changes in tax rates etc.

However, we do not offer ‘no claims bonuses’ to our policies, as we think that is unfair to our policyholders who do need to claim.

We regularly review our pricing structure to make sure we give our customers a fair price.

Yes, we can pay your vet directly at their discretion. This can be done by ticking the ‘Pay my vet directly’ box on the claim form. Alternatively, your vet can claim directly by using Pawtal, our online claim system for vets only.

The excess is an amount you’ll need to pay when you make a claim.

Accident only

You’ll need to pay one vet fees excess per accident per policy year. If your pet is injured in a new accident, this will start a new claim and you’ll have to pay the excess. If they need more treatment because of the accident, we’ll treat this under the same claim. You won’t need to pay the excess again in that policy year.

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 needs painkillers for their injuries, you’ll have to pay the vet fees excess shown in your schedule when you make a claim. If they need more painkillers in that policy year, you won’t have to pay another excess. But if they need more after you renew your policy, you’ll have to pay the vet fees excess again.

Time Limited

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 policy year.

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 excess again.

Max Benefit

You’ll need to pay one vet fees excess 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, we’ll treat this under the same claim. You won’t need to pay the excess again for that condition.

Lifetime with an Annual Condition Limit

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 policy year.

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 excess again.

Lifetime with an Annual Policy Limit

You’ll need to pay one vet fees excess per policy year.
If you need to make more than one claim for vet fees in the same policy year, you won’t have to pay the excess again. But if you make another claim after you renew your policy, you will have to pay the excess again.

When your dog is 8 or older or your cat is 10 or older, a co-payment will become payable when you make a claim for vet fees.

The co-payment is usually 20% of each claim amount that you’ll have to pay, in addition to the Excess and will be deducted from the applicable policy limit.

Just like people, as your pet ages the chance of it needing medical treatment increases, meaning you’re more likely to claim on your policy. This means that your premiums may increase as your pet ages.

How is a co-payment applied to a policy?

Here is an example based on an £500 claim for vet fees that was assessed and accepted in full:

Amount of claim: £500.00

You pay

Excess: £99.00

20% co-payment: £80.20

Total payable by you: £179.20

Animal Friends will pay: £320.80

The excess is an amount you’ll need to pay when you make a claim.

Accident only

You’ll need to pay one vet fees excess per accident per policy year. If your pet is injured in a new accident, this will start a new claim and you’ll have to pay the excess. If they need more treatment because of the accident, we’ll treat this under the same claim. You won’t need to pay the excess again in that policy year.

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 needs painkillers for their injuries, you’ll have to pay the vet fees excess shown in your schedule when you make a claim. If they need more painkillers in that policy year, you won’t have to pay another excess. But if they need more after you renew your policy, you’ll have to pay the vet fees excess again.

Time Limited

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 policy year.

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 excess again.

Max Benefit

You’ll need to pay one vet fees excess 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, we’ll treat this under the same claim. You won’t need to pay the excess again for that condition.

Lifetime with an Annual Condition Limit

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 policy year.

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 excess again.

Lifetime with an Annual Policy Limit

You’ll need to pay one vet fees excess per policy year.
If you need to make more than one claim for vet fees in the same policy year, you won’t have to pay the excess again. But if you make another claim after you renew your policy, you will have to pay the excess again.

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 claims 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 How to make a claim 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 How to make a claim 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 – Saturday: 09:00 – 17:00.

We pay any successful claims via BACS transfer.

If you pay by Direct Debit, we will pay your claim into the same account as we take payment from. If you pay by another method, you will need to nominate an account on your claim form and provide details.

We can arrange to pay your vet direct or reimburse you your eligible costs if you have already paid. If you want us to deal with your vet directly you’ll need to tick the relevant section on your claim form.

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 a 48 hours. This can mean a very fast response to the claim at the critical time when your pet needs immediate attention.

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 policyholder 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.

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 claims 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 How to make a claim 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 How to make a claim 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 – Saturday: 09:00 – 17:00.

 

To help us handle your claim as quickly as possible, we ask that you make your claim within 90 days from when your pet had the treatment or you purchased any medication.

 

Your policy documents contain all the information you need to find out what is and isn’t covered by your policy, as well as your policy limits.

It’s important that you read your policy booklet carefully so that you know what is likely to be covered.

Different policies have different limits and exclusions, so reading your own policy documents in full is very important.

You can view your policy documents through your online account.