Joii online vet service

Yes, Animal Friends Pet Insurance customers can use the Joii Pet Care service, including vet video and chat consultations, for free. This offer is open to all customers who have an active cat or dog policy with Animal Friends Pet Insurance. Visit Terms of service – Joii Pet Care for Joii’s fair usage policy.

Please note, you need to be 18 or older, live in the UK and have a valid email address to use Joii.

No. Joii is designed to give you access to an online consultation when you may not be able to get to your usual veterinary practice. Whilst the Joii vets won’t be from your usual practice, they will be fully registered with the Royal College of Veterinary Surgeons (RCVS) and, with your permission, can request access to your pet’s medical records should they need them.

Joii is an online service only. If your pet cannot be safely and effectively helped via an online consultation, the Joii vet will recommend you go to your usual face-to-face veterinary practice.

Don’t forget, that you have access to unlimited free online vet consultations through our partners at Joii Pet Care.  

Their vets are available through the App 24/7, 365 days a year - helping to support your pet day or night, including outside traditional vet practice hours. If you need a reminder about how to use this service, please see our website for more details. You can download the app here.

If you are unhappy with the service/advice/recommended treatment from Joii, please email contact@joiipetcare.com who will respond within 2 working days.

A lot of examinations are carried out effectively online. Sometimes it’s better to see a pet in their relaxed home environment. However, should they feel it be more suitable for your pet to be examined face to face, the vet will let you know and will help you find a vet near you or inform you to go to your usual vets.

If you are trying to sign up for the first time on the Joii app and your details are not matching Animal Friends records, please contact Animal Friends at info@animalfriends.co.uk or call 0344 557 0300.

If you are having any other problems accessing or using the Joii app, please email contact@joiipetcare.com.

Yes, the vets from Joii Pet Care can recommend products to help your pet feel better – many of which are available in their online shop Collections – Joii Pet Care. 

Yes, if you have a consultation with a vet via the Joii Pet Care app, that information will be shared with Animal Friends. This information will be referred to in the event of a claim, as part of your pet's medical record.

Who do I contact if I have any technical problems using Joii?
If you are trying to sign up for the first time on the Joii app and your details are not matching Animal Friends records, please contact Animal Friends at info@animalfriends.co.uk or call 0344 557 0300.

If you are having any other problems accessing or using the Joii app, please email contact@joiipetcare.com.

The Joii app consultations or symptom checker should not be used in urgent, life-threatening situations. The Joii team can help you to locate your nearest veterinary practice if you don't have one.

The Joii Pet Care app is available on smartphones (IOS 15 or above, Android 9 or newer), and tablets that have a webcam and a mic.

If you join Joii via their website, they’ll recommend you download the app because the experience is better. However, you can still access all Joii features, meaning you can call or chat to a Joii vet, without downloading the app.

Simply provide a valid email address to us when you purchase a policy and download the Joii Pet Care app or visit Joii . Then just follow the instructions to register using the ‘I’m an Animal Friends customer’ button.

It can take up to 4 hours from the time you buy a policy before Joii has all the required information to allow you to sign up. When you register, the details that you enter on the app must match the details we have on our insurance records. If they don’t, please call us on 0344 557 0300 to check our records are up to date.

Access Joii Terms and Conditions.

When you download the app, you are able to select the option ‘Login with Animal Friends’. The app will check that the details you enter on the app match our records. If they don’t, please call us on 0344 557 0300. When you have successfully signed up, you should find your Animal Friends pets have been added into the app for you. If a pet is not showing, please contact us on 0344 557 0300.

If Joii has recommended you use an out of hours vet, this will be reviewed once we have received your claim and your pet’s full clinical history. Joii will provide their clinical notes to us for any claim review.

You can contact a Joii vet via the app who will be able to assist with any questions. They may already have access to your pet’s medical history and previous Joii consultation notes to be able to help you further.

If you have used any medication as directed and not seen any improvement you can discuss this during any follow up appointments scheduled through Joii.

Alternatively, you can email Joii at contact@joiipetcare.com.