Photo illustration of customers holding their pets

Existing customers

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

Manage your account

Managing your policy can be made easier by using your online account.

  • Change your cover
    For peace of mind, in case circumstances change, you can decrease your level of cover at any time through your online account.
    Update your details

  • Access exclusive third-party offers
    The Treat Tin helps your money go further. Enjoy exclusive partner discounts and offers all as part of your policy accessed through your account.
    Open the Treat Tin

  • View and update your pet details
    Need to change something? You can quickly update them online.*
    Update your details

  • View your policy documents
    View your policy details and exclusions alongside all communication sent to you.
    View your policy details

  • Change your address
    Change your policy address in the ‘My details’ section.* Change address

  • Track open and closed claims
    Submit repeat medication claims online and upload any documents we ask you to send us.
    Track your claim

  • Renew your policy
    If you haven't chosen to renew your policy automatically, you can pay for your annual renewal online.
    Renew your policy

  • View and make payments
    View your policy payments, and make any missed payments securely online.
    Make a payment

  • Review your policy excess
    You can change the vet fee excess on your policy in your account*
    Review excess

  • Add your pets microchip details
    Add microchip numbers so you know where they are when you need them.
    Add microchip number

  • Update your Direct Debit details
    Manage the account holder’s Direct Debit details for each pet.
    Update my details 


*Please note: making a change could result in a premium increase.
Increasing your policy excess may reduce the amount you pay, but means you’ll pay more when you make a claim.

Go to your account

If you have not accessed your online account before, you’ll need to register first.

Login or register

Making a claim is easy

  • Ask your vet to submit a claim online, on your behalf
    This means that there is no paperwork required and claims can be dealt with much faster!

  • Make a claim for repeat meds
    Repeat medication claims can be submitted online by logging into your account.

  • Track open and closed claims
    Once your claim has been received, you'll be able to track it's progress in your account.

The quickest way to make a claim is through your vet, but if your vet doesn’t use our online claim system, you can download a paper claim form to pass to your vet.

How to claim

Useful information

Cancel your policy

You can cancel your policy at any time by calling us on 0344 557 0300, Monday-Friday, 09:00-17:00. You can also contact us by Live Chat on our website or email
  • If you cancel your policy within 14 days of your policy start date and we haven’t paid a claim, we’ll give you a full refund.
  • If you cancel after 14 days of your policy start date and we haven’t paid a claim, we’ll refund you for any time left on your policy.
  • If you pay for your policy annually and cancel after 14 days and we have paid a claim in this policy year, you wont be due a refund of any premiums.
  • If you pay monthly and cancel your policy after 14 days and we have paid a claim in this policy year, you’ll need to pay the remaining premium for this policy year.

Saying goodbye to your pet

Saying goodbye to your best friend can be difficult, our pets are our family and they have such a big impact on our lives.

As part of their passing, we understand that you will need to cancel your policy, or make a claim. Find out more about what to do.


We're committed to ensuring that we provide you with the highest level of customer service. If you feel that we haven't achieved this, please let us know so we can try to put things right.

Got a question?

Renewing your policy

Payments & billing

Claims questions

Existing customers

Speak to a vet anytime for free

You can speak to the veterinary experts at Joii Pet Care from the comfort of your own home, 24 hours a day 7 days a week. Available to existing cat and dog customers.

Earn exciting treats and rewards

Our partner, Biscuit, has launched a new pet wellbeing rewards app that treats you for taking care of your dog. Currently only available to dog owners.

Refer a friend

To Refer a friend, you don't need to be an existing Animal Friends customer and you can refer us to as many friends as you like.