If you are struggling financially due to COVID-19 then please call us on 0344 557 0300 or visit our FAQS.

While we hope our pets stay happy and healthy throughout their lives, sometimes they can find themselves in all sorts of mischief, so we have written some top tips to help you if you ever need to make a pet insurance claim.

What to do in the event of a claim

If your vet is registered on Pawtal, our online claims system, you won’t have to worry about paperwork as we will deal directly with your vet. We will also keep you updated with the progress of your claim to make sure you’re always kept in the loop.

Pre-authorisation before treatment

A pre-authorisation can look to provide you with a guarantee of cover before you agree to any costly treatment. This can be submitted by your vet through Pawtal for an outcome within 1 working hour.

If your vet doesn’t use Pawtal, pre-authorisation can be submitted on a paper form for treatment that is likely to exceed £1,000 in one 24-hour period and this will then be reviewed within 24-72 working hours.

Have everything to make a claim

Make sure you have everything that’s required to make a claim as this will make the process smoother for you and your pet. You will need:

  • If your vet is not registered for Pawtal, you will need a claim form. You can request one by emailing claims@animalfriends.co.uk or calling us on 0344 557 0300.
  • We will require your pet’s full medical history if available. If this is not provided it can delay the claim or even result in the claim being declined.
  • Any relevant invoices.
  • Your policy number.

Authorising your vet

If you’re not claiming through Pawtal, you can let us know the name of your vet practice so we can add authorization for us to discuss details with them directly, to make things easier for you.

Submit the claim within 90 days

Please note that all claims must be submitted to us within 90 days of the treatment date you are looking to claim for.

We have answered some of the most frequently asked questions in our Claims FAQs to make the process as smooth as possible for you.

Here are some hints and tips to help you get the most out of your policy with Animal Friends:

Our customer hub

Don’t forget to register for your online account here to view your new policy documents.

Paying by direct debit

Please remember that it takes 14 days to set up a direct debit and therefore we may take 2 payments in one month or in close succession. However, please rest assured this will still be 12 monthly payments across the year.

Keep your receipt

If you made a payment for your pet, please make sure you keep your receipt as this could be needed later down the line.

Don’t hesitate to get in touch with us if you’re unsure about anything. We can help make sure you have the right form or provide answers to any questions you may have. You can phone us on 0344 557 0300 or email us on claims@animalfriends.co.uk.