Making a claim is easy with Pawtal
Take the stress out of claiming. On your pet insurance, at a time when your mind needs to be on other things
Discover the benefits of Pawtal, and check if your vet is registered.
Follow the procedure below or find out if your vet is registered on our online claims system Pawtal.
Complete the claim form
Please ensure this is signed by the policyholder and make sure to attach any required documentation.
Pass to your vet
Pass the form to your vet for them to complete their part.
Send your form to us
Send it to us within 90 days of the first date of treatment.
Please send all completed forms to firstname.lastname@example.org or by post to:
Animal Friends Insurance Ltd, Number 1 The Cresent, Sunrise Way, Amesbury, Wiltshire, SP4 7QA.
We will aim to process your claim within 5-7 working days.
This is your first claim for this condition.Download form
You have already made a claim for this condition and want to claim for follow up.Download form
Use this pre-authorisation form if your vet has indicated that future treatment may cost in excess of £1,000.Download form
Use this form if you are obtaining repeat medication from your vet or online.Download form
Vets, please submit your request for pre-authorisation here.Download form
For vets fees, death, loss of use claims.Download form
For saddlery and tack claims.Download form
For trailer loss, damage, or theft claims.Download form
For loss by theft or straying, advertising and reward.Download form
For personal accident claims.Download form
Use the pre-authorisation form if your vet has indicated that future treatment may cost in excess of £1,500.Download form
What do I need to do to make sure my claim is reviewed quickly?
To make sure your claim is processed without a hitch you need to make sure:
Will my premiums go up if I make a claim?
We review your premium price on an annual basis, and there are multiple factors that may cause pricing changes, either up or down, such as your location, the average cost of vet treatment at the time, changes in tax rates etc. However, we do not offer “no claims bonuses” to our policies, as we think that is unfair to our policyholders who do need to claim. We regularly review our pricing structure to make sure we give our customers a fair deal.
How long does it take to assess a claim?
We aim to process claims within 5-7 working days assuming the appropriate claim form is used and completed in full with all of the relevant information by yourself and your vet. Errors on the claim form can cause delays. During periods of unusually high claim volume claims may take slightly longer, but you can always contact us for an estimation. If your vet claims directly using Pawtal, claims times are usually much faster.
When do I have to pay an excess and/or co-payment?
For all of our policies except Max Benefit, your excess is deducted once per condition per policy year. This means that you pay your excess upon your first claim, and should the claim continue past your annual renewal you will have to pay the excess again. Our Max Benefit policies only require you to pay an excess once per condition. A co-payment is currently payable on all claims if you renew your policy after your dog turns 8 or your cat turns 10. The co-payment is a payment of a fixed percentage of the claim for which you are liable. Like your excess, this is deducted from your policy limit. The co-payment system allows us to continue offering competitively-priced cover for your pet with no upper age limit. It means we can insure your pet for their whole life.
Can someone else talk to you on my behalf?
You can authorise a friend or family member to talk to us about your policy on your behalf. You will have to formally request for this person’s name to be added to the policy as an authorised person before we can speak to them, to ensure your protection and privacy. This may come in handy if you need us but are unable to contact us yourself for any reason. Your authorised person will only be able to relay information to you, they will not be able to make changes or amendments to your policy, such as a change of address or payment details, provide information regarding a claim, or cancel your policy.
What is Pawtal?
Pawtal is our unique claims service that allows us to pay your vet directly, and in many cases we’re able to pay successful claims on the same day they are submitted to us. It’s free for vets to sign up, and we have thousands of practices using the service already. Check out our claims page for more information!
How will my claim be paid?
We pay claims via BACS transfer. If you pay by Direct Debit, we will pay your claim into the same account as we take payment from. If you pay by another method you will need to nominate an account on your claim form and provide details. If you have paid your vet already, we will pay you, or we can arrange to pay your vet if you haven’t already. For this, you’ll need to tick the relevant section on your claim form to allow us to deal with your vet directly.
Which claim form do I need?
We have four different claim forms for dogs and cats, and six for horses. For pets:
How long do I have to claim back my vet’s fees?
Your claim must be sent to us within 90 days of the first date of treatment you’re claiming for. If you’re claiming for something other than veterinary fees, such as medication or complementary therapy, you need to submit your claim within 90 days of purchasing the medication or your pet having the treatment.
How do I know what I can claim for?
Your policy documents contain all the information you need to find out what is and isn’t covered by your policy, as well as the appropriate policy limits. It’s important that you read your policy wording carefully so that you, and your vet, know what is likely to be covered. Different policies have different limits and exclusions, so reading your own policy documents in full is very important.