Photo illustration of a dog and a cat

Covid-19 questions

Our FAQs will help you if you are worried about how Covid-19 might impact your policy. Alternatively call us on 0344 557 0300.

It's business as usual at Animal Friends and we are here to help you. The only difference is that much of the team are working from home. Our phone lines, email and online chat are available during normal working hours:

Monday – Friday: 09:00 – 17:00

Call us on 0344 557 0300

Email us – info@animalfriends.co.uk

Yes, we will look to cover telephone/video consultations in place of face-to-face consultations where the vet has deemed this the most appropriate course of action. Please note, this is instead of, not as well as face-to-face consults unless it is an emergency.

However as an Animal Friends dog or cat policyholder you have the fantastic benefit of free online veterinary consultations with our partner Joii. This means you have access to expert advice whenever and wherever you need it from your phone or tablet.

Joii vets and vet nurses are available 24/7 365 days per year and can give advice, chat through your concerns and review your pet’s symptoms all in the comfort of your own home.

For access simply download the App Joii Pet Care on the App Store or in Google Play to your phone or tablet.

Select the option ‘Login with Animal Friends’ and follow the instructions. The Joii app is compatible with Apple iOs 10.0 or later, iPhone and iPod Touch and Android 6.0 or later.

The Joii app is not to be used in life-threatening situations, please contact your vet in the event of an emergency.

If you are currently struggling financially due to Covid-19, we might be able to offer decreased cover levels or a payment holiday. Please call us on 0344 557 0300 to see how we can help.

If you normally pay for your insurance in one lump sum, you can switch to monthly payments at renewal at no extra cost. It takes 14 days to set up a new Direct Debit with your bank, so please ensure you contact us as soon as you receive your renewal information. If there isn’t enough time to set up the Direct Debit, you will have to pay the first month by credit or debit card. We can only take this payment from you over the phone.

We are passionate about the welfare of animals and want to make sure that our customers have access to expert advice whenever and wherever they need it. That is why we have partnered with Joii who provide online expert veterinary care 24/7 365 days per year. Animal Friends’ dogs and cats have unlimited* vet video calls with Joii for free.

Face-to-face calls with a qualified Joii vet in the comfort of your own home will allow you to ask questions and share concerns, providing a more reliable alternative to searching the internet for a diagnosis.

Joii also have free vet nurse clinics, a comprehensive symptom checker, health clinics and much more!

You can even send in photos of your pet’s problem for the team to review prior to your consultation.

Of course, if the Joii team feel that your pet should be seen at a veterinary practice they will always help you to do so and can assist with their Vet clinic finder. The welfare of your pets is our absolute priority.

For access simply download the App Joii Pet Care on the App Store or in Google Play to your phone or tablet. Select the option ‘Login with Animal Friends’ and follow the instructions. The Joii app is compatible with Apple iOs 10.0 or later, iPhone and iPod Touch and Android 6.0 or later.

The Joii app is not to be used in life-threatening situations, please contact your vet in the event of an emergency.

Joii vet and vet nurses are not able to discuss policy details, for further information about your policy please log in or register to view your policy details online. Alternatively, contact us at info@animalfriends.co.uk or call 0344 557 0300.

*subject to fair usage policy

We have not yet seen any claims directly relating to Covid-19 and whilst the virus has been declared a notifiable disease, we wouldn’t automatically enforce any related policy exclusion. We will consider any potential claim we receive on an individual basis to ensure our customers and their pets continue to receive the support and service they have come to expect from Animal Friends Insurance.

Fraudsters are using Covid-19 to carry out fraud and cybercrime often by convincing you to click on a link in an email or text. Once clicked you may be sent to a website which could download a virus onto your computer or phone or steal your personal information.

They often do this by pretending to be a company you are a customer of and they may trick you into interacting without thinking.

Always double check the email address of any emails you receive, claiming they are from Animal Friends. Our email addresses include:

marketing@animalfriends.co.uk
info@animalfriends.co.uk
claims@animalfriends.co.uk
complaints@animalfriends.co.uk
cancellations@animalfriends.co.uk
payments@animalfriends.co.uk
history@animalfriends.co.uk.

You can check them by hovering your mouse cursor over the link to see if the information button shows the same email address.

If anyone contacts you claiming to be Animal Friends, but you have suspicions that they are not, please contact us on 0344 557 0300 or email us at info@animalfriends.co.uk.

For further information on how to protect you and your family against scams (such as spoofing and phishing), please refer to the National Cyber Security Centre (NCSC) website.

Yes, or to submit a pre-authorisation, your vet can do this on your behalf through Pawtal, our online claim system for vets. This means that there is no paperwork required and claims can be dealt with much quicker.

Claim forms can be downloaded from the website or call or email to request. Claims for Repeat Medication Only can be submitted via Customer hub.

For all other claims, please call us on 0344 557 0300 

Monday – Friday: 09:00 – 17:00

All our services at Animal Friends remain available, as we are able to work remotely and support our new and existing customers as normal.  Our phone lines, email and online chat are available during normal working hours. Refer to our Contact us page for our open hours. Please note, there may be delays in busier periods.

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.