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Frequently asked questions

We can answer many questions potential pet owners, customers and even vets have at first, all in one place.

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Most asked questions

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. 

How is a co-payment applied to a policy?

Here is an example based on a  £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 

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.

We understand that this is a very difficult time financially for many but please be reassured that we are here to help.

We want to make sure that you and your pet continue to have the right cover so please don’t struggle on alone, contact us to discuss the situation so we can help find the best option available for you.

Speak to a member of our friendly team on 0344 557 0300 who will be happy to chat and find you the best way forward.

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.

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How to switch to us

Do you want cover from another provider to change to us as seamlessly as possible for your pet? We can help.

More about switching policies