Photo illustration of a dog and a cat

Existing customers

If you already have a policy with us let us help you with its management and how to find all your policy details online.

If you wish to increase your benefits, this is something we can look to do at your renewal date but we are unable to do this mid-term.

However, you are able to cancel your existing cover and take out a new policy without incurring any fees.

If you wish to decrease benefits, this is something that we can look to do mid-term or at your renewal date.

Please note that making changes to your cover mid-term, or cancelling to set up a new policy could result in relevant exclusions being applied to your new cover or policy.

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 tell us you’ve moved house, we’ll also send you a reminder to update your microchip details helping you to keep your pet’s details up-to-date and giving you more confidence that should your pet go missing or get stolen, you have the maximum chance of being reunited.

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.

You can change your registered address by calling us on 0344 557 0300 or email us at info@animalfriends.co.uk.

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.

We do hope that your dog or cat is returned to you safe and well, but if in the unfortunate event that they are not found, you may wish to cancel your policy. Policy cancellation is down to your discretion.

If you can’t find your dog or cat within 45 days, we may be able to cover some of the cost you paid for them. The amount we’ll pay depends on how much you paid for them and how old they were when they went missing.

We’ll cover a percentage of the price you paid for them up to the amount shown in your schedule. We’ll only pay the full amount you paid for your dog or cat if they went missing when they were less than a year old.

We would need proof of your pet’s purchase for this type of claim. This can include purchase receipts, an email from the breeder or pedigree documents. Dogs must be microchipped with up to date information, as required under The Microchipping of Dogs (England) Regulations 2015.

Go to our Claims page for more information and a claims form.

If we settle a claim if your pet goes missing or is stolen, we will cancel your policy from the date we settle your claim and no refund of premium will be returnable.

We’ll cover some of the cost of finding your dog or cat if they’re stolen or go missing from your home. For example, we’ll cover the cost of advertising and a reward, up to £200 for all our policies, except for Accident Only and Lifetime Prestige.

If you have a Lifetime Prestige policy, we’ll cover you for up to £200 for advertising and up to another £200 for a reward. The Advertising and Reward benefit is not available on our Accident Only policy.

You’ll need to agree the reward amount to be offered with our claims team, by emailing them at claims@animalfriends.co.uk. Please note, the reward cannot exceed the purchase price paid for your pet.

To claim back the advertising and reward costs you’ll need to complete a claim form and provide evidence of the costs involved in advertising, such as receipts for advertising and proof of payment for reward.

For customers who have renewed with us from Aviva, please refer to the policy document.

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.

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.

To cancel your pet insurance policy with us you can:

It is not currently possible to cancel your policy online.

Things you should know about cancelling

If you cancel your direct debit, this does not automatically cancel your policy. You will still receive correspondence from us so please do let us know if you no longer need your insurance cover.

We cannot cancel a policy without the policyholder’s permission.

Looking to cancel due to financial reasons?

We understand that some people may look to cancel due to financial reasons – if you wish to retain your cover, then we have some options that may help you keep your pet protected.

  • You might be able to change your cover level. You’re able to decrease your cover at any point – we do not charge any fees for this. This can only be done over the phone, please call us on 0344 557 0300.
  • If you are struggling financially due to COVID-19, we might be able to offer decreased cover levels or a payment holiday, so please call us on 0344 557 0300.
  • If you normally pay for your insurance in one lump sum, you can switch to monthly payments at renewal at no extra cost.*

Looking to move insurance providers?

If you’re looking to change your pet insurance provider here are some things you might want to consider:

  • If your pet has developed a condition, it might not be covered elsewhere as it may be deemed a ‘pre-existing condition’ by your new insurer.
  • Some insurers apply a ‘waiting period’ to new customer policies. This is a timeframe before new claims for illnesses or injuries can be made.

*You may be required to pay the first month’s premium at the time of making this change if you call within the 14 days prior to the policy’s renewal date. This is because we need 14 days to set up a direct debit with your bank. This change can only be done at renewal and if the initial direct debit payment is needed we will only be able to process this over the phone.

If you pay by monthly direct debit, or you have paid annually on your credit card and agreed to Continuous Payment Authority (CPA), your policy will renew automatically unless you tell us otherwise.

If you have paid annually and not agreed to CPA then you will need to contact us on 0344 557 0300.

You will receive renewal documents including your new premium and any changes to the terms and conditions of your cover four weeks before your policy renewal date, and you must read these carefully to make sure the cover still meets your needs.

You can refer a friend and you both receive a voucher for £10 when your friend sets up a new policy, as a new Animal Friends customer.

To refer a friend, go to our Refer a friend page where you’ll be able to register and start sharing with your friends. You don’t need to be an existing Animal Friends customer to refer us and you can refer us to as many friends as you like.

Once you have registered, your friends can add your name when they get a quote. Your friends must purchase their policy through the Animal Friends website and not through any price comparison websites. You can choose where you would like your voucher for, from a wide range of retailers. T&Cs can be found on our Refer a friend page.

Please note that if you got a pet insurance quote within the last 30 days, through a price comparison website such as Go Compare or Compare the Market, this will affect your eligibility for our refer a Friend scheme.

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 via Live chat, email info@animalfriends.co.uk or by calling our friendly UK team on 0344 557 0300. The cancellation will not affect any claim you may be intending to submit, providing that the premium for the treatment period has been paid. All this will do is stop any future payments from being debited.

If you are thinking of claiming for our Death of pet benefit, please visit our Pet bereavement and pet loss page for more information.

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.