Photo illustration of a dog, cat and horse.

Claims

Find out how to make a claim or get treatment pre-authorised, prior to it going ahead.

Vet fee claims

If you'd like to claim for the cost of your cat having new or continuing treatment for a condition, illness or injury:

Option 1 - Ask your vet to submit a claim online, on your behalf.

Your vet can submit a claim through Pawtal, the free online claim system for vets. This means that there is no paperwork required and claims can be dealt with much faster! Once received you will receive an email to confirm the claim has been submitted, what condition this is for and how much your vet has claimed.

Option 2 - You can download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder. You then pass the form to your vet to complete, where they will attach any invoices and your cat's clinical history. We’ll need a copy of your pet’s full veterinary history to review any claim.

You or your vet should send your claim form to us as soon as possible. 

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

To complete a repeat medication claim you must have claimed for the condition previously. If you have not yet claimed for the condition, please complete a Vet's Fees claim form.

Repeat medication claims

To claim for ongoing medication following a previous claim for a specific condition:

Option 1 - Log into your Animal Friends account and submit your claim online.

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

Option 2 - Download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder. You then attach any invoices and a copy of your cat's prescription.
 
You or your vet should send your claim to us as soon as possible.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

Pre-authorisation

If you'd like us to pre-approve any condition or amount of treatment prior to it going ahead, for your peace of mind:

Option 1 - Ask your vet to submit a pre-authorisation online.

This means that we can pre-approve treatment via Pawtal within 1 hour if the treatment is covered by your policy. If submitted after 4pm or at the weekend, it will be assessed the following working day.

Option 2 - You can download and complete a paper pre-authorisation form.

If you want to check if treatment will be covered, the quickest way is to ask your vet to check through the online claims system – Pawtal. Alternatively, if your vets aren’t registered to Pawtal they will need to complete and return the ‘pet pre-authorisation form’ from our website.

This will give you the chance to find out whether you’ll be covered before agreeing to the treatment.

Send all completed forms to: claimform@animalfriends.co.uk- including 'Pre-authorisation' in the subject of your email.

or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We aim to process pre-authorisations within 1 working hour. This process may take longer if we have not received all the required information to assess the pre-authorisation.

Vet fee claims

If you'd like to claim for the cost of your dog having new or continuing treatment for a condition, illness or injury:

Option 1 - Ask your vet to submit a claim online, on your behalf.

Your vet can submit a claim through Pawtal, the free online claim system for vets. This means that there is no paperwork required and claims can be dealt with much faster! Once received, you will receive an email to confirm the claim has been submitted, what condition this is for and how much your vet has claimed.

Option 2 - You can download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder. You then pass the form to your vet to complete, where they will attach any invoices and your dog's clinical history. We’ll need a copy of your pet’s full veterinary history to review any claim.

You or your vet should send your claim form to us as soon as possible. 

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

To complete a repeat medication claim you must have claimed for the condition previously. If you have not yet claimed for the condition, please complete a Vet's Fees claim form.

Repeat medication claims

To claim for ongoing medication following a previous claim for a specific condition:

Option 1 - Log into your Animal Friends account and submit your claim online.

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

Option 2 - Download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder. You then attach any invoices and a copy of your dog's prescription.

You or your vet should send your claim to us as soon as possible. 

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

Pre-authorisation

If you'd like us to pre-approve any condition or amount of treatment prior to it going ahead, for your peace of mind:

Option 1 - Ask your vet to submit a pre-authorisation online.

This means that we can pre-approve treatment via Pawtal within 1 hour if the treatment is covered by your policy. If submitted after 4pm or at the weekend, it will be assessed the following working day.

Option 2 - You can download and complete a paper pre-authorisation form.

If you want to check if treatment will be covered, the quickest way is to ask your vet to check through the online claims system – Pawtal. Alternatively, if your vets aren’t registered to Pawtal they will need to complete and return the ‘pet pre-authorisation form’ from our website.

This will give you the chance to find out whether you’ll be covered before agreeing to the treatment.

Send all completed forms to: claimform@animalfriends.co.uk - including 'Pre-authorisation' in the subject of your email.

or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We aim to process pre-authorisations within 1 working hour. This process may take longer if we have not received all the required information to assess the pre-authorisation.

Vet fee claims

If you'd like to claim for the cost of your horse having new or continuing treatment for a condition, illness or injury.

Option 1 - Ask your vet to submit a claim online, on your behalf.

Your vet can submit a claim through Pawtal, our free online claim system for vets. This means that there is no paperwork required and claims can be dealt with much faster!

Option 2 - You can download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder. You then pass the form to your vet to complete, where they will attach any invoices and your horse's clinical history. We’ll need a copy of your horse’s full veterinary history to review any claim.

You or your vet should send your claim to us as soon as possible. 

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

Repeat medication claims

To claim for ongoing medication following a previous claim for a specific condition:

Download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder. You then attach any invoices and a copy of your horse's prescription.
 
You or your vet should send your claim to us as soon as possible.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

Pre-authorisation

If you'd like us to pre-approve any condition or amount of treatment prior to it going ahead, for your peace of mind:

Option 1 - Ask your vet to submit a pre-authorisation online.

This means that we can pre-approve treatment via Pawtal within 1 hour if the treatment is covered by your policy. If submitted after 4pm or at the weekend, it will be assessed the following working day.

Option 2 - You can download and complete a paper pre-authorisation form.

If you want to check if treatment will be covered, the quickest way is to ask your vet to check through the Animal Friends online claims system – Pawtal. Alternatively, if your vets aren’t registered to Pawtal they will need to complete and return the ‘Horse pre-authorisation form’ from our website.

This will give you the chance to find out whether you’ll be covered before agreeing to the treatment.

If a pre-authorisation is submitted between 9am and 4pm, Monday to Friday, we aim to provide an outcome within one working hour. If submitted after 4pm or at the weekend, it will be reviewed the following working day. Your vet should be able to tell you if they’re signed up to the service.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

Rider injuries

If a rider is injured while horse riding:

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

Property damage or third-party injuries

Please call our claims team on 0344 5570 300 between 9am - 5pm Monday to Friday. 

We'll need this information when you call:

  • The date of the incident
  • A summary of the incident
  • The third party details, if known.

Emergency vet fees

If the horse you are riding requires emergency treatment for a condition, illness or injury:

Option 1 - Ask your vet to submit a claim online, on your behalf.

Your vet can submit a claim through Pawtal, our free online claim system for vets. This means that there is no paperwork required and claims can be dealt with much faster!

Option 2 - You can download and complete a paper claim form.

You or your vet should send your claim to us as soon as possible.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends House
1 The Crescent
Sun Rise Way
Amesbury
Wiltshire
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My cat has died

We're sorry to hear your cat has passed away, we understand that this will be a very difficult time for you. If you need any  support during this time we have a Loss and Bereavement support section on our website.

This benefit is to claim for a percentage of the price you paid for your pet, any charges from your veterinary practice must be claimed via  veterinary fees form

You'll need to download and complete a paper claim form.

Please complete the claim form ensuring it is signed by the policyholder. You will need to attach proof of how much you paid/donated for your pet. This could be a receipt, bank statement or any correspondance confirming payment/donation. We will also need documentation of your pet's cause of death, this could be the veterinary history or a 3rd party statement if due to an accident.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My cat has died - Lifetime £10,000 and Lifetime £18,000 policies

We're sorry to hear your cat has passed away, we understand that this will be a very difficult time for you. If you need any support during this time we have a Loss and Bereavement support section on our website.

This benefit is to claim for a percentage of the price you paid for your pet, any charges from your veterinary practice must be claimed via  veterinary fees form.

You'll need to download and complete a paper claim form.

Please complete the claim form ensuring it is signed by the policyholder. You will need to attach proof of how much you paid/donated for your pet. This could be a receipt, bank statement or any correspondance confirming payment/donation. We will also need documentation of your pet's cause of death, this could be the veterinary history or a 3rd party statement if due to an accident. If you are claiming for cremation we will also need the receipt for the cremation costs.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

I had to cancel or cut short a holiday because my cat needed urgent medical care

You'll need to download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder and attach any receipts showing the dates and the costs incurred as a result of cancelling or cutting short your holiday.

This benefit is for charges relating to the policyholder and the pet only.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My cat has gone missing or has been stolen

We're sorry to hear your cat has gone missing or been stolen and we understand that this will be a very difficult time for you. If you are claiming for the loss of pet payment part of this benefit, you can do this if they have been missing for 45 days or more. You will need to provide proof of how much you paid/donated for your pet. This could be a receipt, bank statement or any correspondence confirming payment/donation. 

If you’re claiming for advertising and reward expenses, you can do this if they have been missing for more than 48 hours.

You'll need to download and complete a paper claim form.

Please complete the claim form ensuring it is signed by the policyholder and attach all requested information.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My cat needed looking after because I was in hospital

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible.

To claim this benefit you must have been in the hospital for urgent unplanned treatment for a minimum of 4 consecutive days.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My horse has died

We're sorry to hear your horse has died and we understand that this will be a very difficult time for you.

Please download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible, preferably within 90 days.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My horse cannot do the activities I chose for them (Loss of Use)

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible, preferably within 90 days.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My horse is missing or has been stolen

We're sorry to hear your horse has gone missing or been stolen and we understand that this will be a very difficult time for you. You can make a claim if your horse has been missing for more than 45 days.

If you’re claiming for advertising and reward expenses, you don’t have to wait 45 days to send us your claim.

You'll need to download and complete a paper claim form.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

Someone was injured whilst riding my horse

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My saddlery and tack has been stolen or damaged

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My horse trailor has been stolen or damaged

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My dog has died

We're sorry to hear your dog has passed away, we understand that this will be a very difficult time for you. If you need any support during this time we have a Loss and Bereavement support section on our website. 

This benefit is to claim for a percentage of the price you paid for your pet, any charges from your veterinary practice must be claimed via a veterinary fees claim.

You'll need to download and complete a paper claim form.

Please complete the claim form ensuring it is signed by the policyholder. You will need to attach proof of how much you paid/donated for your pet. This could be a receipt, bank statement or any correspondance confirming payment/donation. We will also need documentation of your pet's cause of death, this could be the veterinary history or a 3rd party statement if due to an accident.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My dog has died - Lifetime £10,000 and Lifetime £18,000 policies

We're sorry to hear your dog has passed away, we understand that this will be a very difficult time for you. If you need any support during this time we have a Loss and Bereavement support section on our website.

This benefit is to claim for a percentage of the price you paid for your pet, any charges from your veterinary practice must be claimed via a veterinary fees claim.
 

You'll need to download and complete a paper claim form.

Please complete the claim form ensuring it is signed by the policyholder. You will need to attach proof of how much you paid/donated for your pet. This could be a receipt, bank statement or any correspondence confirming payment/donation. We will also need documentation of your pet's cause of death, this could be the veterinary history or a 3rd party statement if due to an accident. If you are claiming for cremation we will also need the receipt for the cremation costs.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

I had to cancel or cut short a holiday because my dog needed urgent medical care

You'll need to download and complete a paper claim form.

Complete the claim form ensuring it is signed by the policyholder and attach any receipts showing the dates and the costs incurred as a result of cancelling or cutting short your holiday.

This benefit is for charges relating to the policyholder and the pet only.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My dog has gone missing or has been stolen

We're sorry to hear your dog has gone missing or been stolen and we understand that this will be a very difficult time for you. If you are claiming for the loss of pet payment part of this benefit, you can do this if they have been missing for more than 45 days. You will need to provide proof of how much you paid/donated for your pet. This could be a receipt, bank statement or any correspondence confirming payment/donation. 

If you’re claiming for advertising and reward expenses, you can do this if they have been missing for more than 48 hours.

You'll need to download and complete a paper claim form.

Please complete the claim form ensuring it is signed by the policyholderand attach all requested information.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My dog needed looking after because I was in hospital

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible.

To claim this benefit you must have been in the hospital for urgent unplanned treatment for a minimum of 4 consecutive days.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My dog needed urgent medical care whilst on holiday in the EU

You'll need to download and complete a paper claim form.

Follow the instructions on the claim form and send it to us as soon as possible.

This benefit can only be claimed if you are on holiday within the EU.

All medical notes and invoices must be fully translated into English.

Send all completed forms to: claimform@animalfriends.co.uk or by post to:

Animal Friends Insurance Ltd,
Number 1 The Crescent, Sunrise Way,
Amesbury, Wiltshire,
SP4 7QA

We will aim to process your claim within 2 working days. The process of your claim may take longer if we have not received a fully completed claim form and all the relevant information needed to assess the claim.

My dog has been involved in a road traffic accident

If your dog is involved in a road traffic accident, in order to fully complete the assessment of your claim, we will need to contact you to request the following additional information:

  •  A full and detailed written description of the incident in your own words, to include confirmation of:

     a. The date and approximate time of the incident.
     b. The location of the incident, including any road names and a map, if possible.
     c. The circumstances leading up to the incident.
     d. Any lead, collar, and/or harness used.
  • Pictures of the lead/collar/harness that was used at the time, if available.
  • Pictures of the garden/fencing/house if your pet escaped the property.
  • Contact details of anyone who witnessed the incident, if any.
  • Has your pet ever previously escaped from their collar/lead/harness or strayed from you?

To prevent delays to the assessment of your claim you can email this information prior to the submission of your claim to claims@animalfriends.co.uk. Once we have received your claim, if we do not have this information, we shall contact you directly.
 

Not sure? Take a look at some of our claims FAQs

You can claim for repeat medication for conditions you have already claimed for in your online account. For any veterinary fees, your vets can submit a claim on your behalf using the online claims platform, Pawtal.

Once you've submitted your claim, we'll keep you updated every step of the way. If you've provided your mobile number, we'll send you a text to confirm we've received it. If your claim was submitted through Pawtal, you'll get an email with the details of your claim.

You can check the status of your claim at any time by logging into your online account. If you haven’t logged in before, you’ll need to register first.

When your claim has been finalised, we’ll send you an email to let you know the outcome.

If your policy includes a co-payment, this means you pay a fixed percentage of your vet fees each time you make a claim.

For example, with a 20% co-payment:
If your claim is £200, you would pay £40, and we would pay the remaining £160. The £40 co-payment is paid directly to your vet by you. This applied to every claim for vet fees you make.

Your co-payment does not reduce your overall vet fee limit.

Co-payments apply to all claims under Section A: Vet Fees, including repeat medication. You'll also still need to pay your usual excess, if one applies.

If your vet is registered on our Pawtal system, we can pre-authorise any amount of treatment that would be required in a 24-hour period prior to it going ahead for your peace of mind! Please note that treatment authorised will be subject to your policy terms and limits.

If the pre-authorisation is submitted by your vet between 9am and 4pm Monday to Friday, we aim to provide an outcome within the hour, subject to having all the required information. Any pre-authorisations submitted after 4pm or over the weekend will be assessed the following working day.

Your vet should be able to tell you if they’re signed up to the service.

If your vets are not signed up to our Pawtal system, you can still download a claim authorisation form for your vet to complete and send to us. Once we have received a completed form, we’ll reply within 5 working days.