Terms of Business Agreement

Animal Friends Insurance Services Limited (Animal Friends)

Company number: 3630812 registered office: Animal Friends House, No.1 The Crescent, Sun Rise Way, Amesbury, Wiltshire, SP4 7QA. Animal Friends is an underwriting agency placing business on behalf of selected underwriters (referred to as “underwriters”). Your contract of insurance is with underwriters. Animal Friends is Authorised and regulated by the Financial Conduct Authority (FCA). Animal Friend’s FCA Registration Number is 307858. This can be checked by visiting the FCA website at www.fca.org.uk/register or by contacting the FCA on 0845 606 1234.

Condition of Use

Please read these conditions carefully. They will form an important part of any contract between us, your underwriters and you. By proceeding on our website and/or applying to us for insurance by telephone you agree to be bound by these terms, which, by proceeding, you confirm you have read and understood. If you would like to read our full Terms of Business Agreement it can be found in our Policy Wording documents.

UK Only

The information on our website is directed only at UK residents. The products and services we sell are only available to UK residents, they are not available in the United States (US). By completing a request for a quotation you confirm that you are resident in the UK and you will immediately notify us if you cease to be so resident. The content of our website and the products and services offered by us comply with appropriate UK legislation and regulation. Unless we have agreed otherwise with you, the Insurance Contract with underwriters shall be subject to the law of England and Wales and to the exclusive jurisdiction of the English courts.

Data Protection and Privacy Statement

Animal Friends will hold and process any personal data you submit to it in the course of applying for pet or other insurance cover. This data will include information regarding direct debit mandates. We will be acting as data controller under the Data Protection Act 1998 (“DPA”) in relation to such personal data and are committed to complying with our legal obligations under the DPA. We will use your personal data for the purposes of arranging for the provision of insurance to you, dealing with renewals and to improve our understanding of your interests and of our products and services. We will disclose your personal data to the carefully selected insurance companies that will provide cover to you who will process the data for the purposes of providing your insurance cover. The information we disclose to insurance companies will include that relating to direct debit mandates and in the event that we decide to change your insurance provider, in accordance with these terms and conditions, we will transfer this information from the old to the new insurance provider, along with other personal data.


Use of cookies by Animal Friends

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity.

By using our website you agree to our use of cookies, including setting and reading cookies on your device. You can choose to restrict or block cookies through your browser settings at any time. For more information about how to do this, and about cookies in general, you can visit www.allaboutcookies.org. Please note that certain cookies may be set as soon as you visit a website, but you can remove them using your browser settings.

However, please be aware that restricting or blocking cookies set on a website may impact the functionality or performance of the website, or prevent you from using certain services provided through the website. It will also affect our ability to update the website to cater for user preferences and improve performance.

Please note that third parties (including, for example, advertising networks and providers of external services like website analysis services) may also use cookies, over which we have no control, although we may receive services from these third parties (including, for example, for targeted advertising purposes and website analytics).

Telephone Calls

Animal Friends will record or monitor telephone calls you make to us for training purposes and with the aim of improving the services that we provide to you.

Links to other Web Sites

The Animal Friends web site contains links to other web sites. Animal Friends accepts no responsibility or liability for the content of these web sites.


Animal Friends will provide you with a price for insurance cover based on the information that you provide. Animal Friends reserves the right to quote alternative premiums, or refuse to offer insurance. All quotes are subject to acceptance by underwriters whose final determination is binding. Underwriters reserve the right to apply exclusions where appropriate including a policy exclusion if a pet has a pre-existing condition or where it may require further treatment for an existing or previous condition.

Renewal of your insurance

Prior to the end of the term of your insurance we will contact you to provide you with details of the terms on which it may be renewed. From time to time we may consider it appropriate or in your interests to change the insurers underwriting our insurance products or to cancel your existing insurance product before the end of its term (if the terms of your insurance allows for cancellation) and transfer your insurance to a new insurance underwriter which we believe offers a broadly similar or better level of insurance cover or benefits and the transfer of which is at no extra cost to you.

If we change the underwriter for the insurance product you have chosen we will contact you prior to the end of the term of your insurance and provide you with details of the new insurer and the terms of the insurance product we are able to offer to you. Write to us if you do not wish to receive this information. You may also ask us not to provide you with this information at any time by telephoning us on 0344 55 70 300.

You authorise us to provide you with the insurance product we notify you about and/or to cancel your existing insurance and provide you with the replacement insurance product unless you tell us otherwise before the new insurance starts. Details of how you tell us will be provided with the information we send to you.

When we arrange insurance on your behalf you will provide your payment details to ourselves or the insurer underwriting your insurance product. These details will be used by us/them to continue your insurance at the end of the term of your insurance product. If we do change the insurer underwriting your insurance product you authorise us or the existing insurer underwriting your insurance product to provide your payment details to the new insurance underwriter. Your payment details will only be used to continue your insurance, with either the existing or new insurance underwriter after you have been provided with the information referred to above and you have been told what is happening.

Live Chat


This Live chat service is operated and provided by Animal Friends Insurance Services Ltd (AFI), for the purpose of assisting Users in the selection of and administration of an Animal Friends insurance policy.

Access to this Live Chat Service is provided on the basis of the terms and conditions as stated below. These terms are subject to amendment from time to time at the sole discretion of AFI. Any such amendments will be stated here and it is therefore the responsibility of any user of this service to check here for amendments as these terms will be binding on the user.

If you do not agree with the terms and conditions outlined here you should refrain from using this live chat service.

In the opinion of AFI, where a user has breached any of the terms and conditions below, or notwithstanding these terms and conditions, for any other reasonable cause it sees fit, AFI retains the right to terminate, without notice, the users’ access to the Live Chat service.


It is not possible for AFI to confirm the validity of all material published on this Live chat. All views and opinions expressed within this Live Chat Service represent the views of the author, but not necessarily those of AFI. The information provided via this service does not constitute professional advice.

Accordingly AFI and the Author(s) accept no liability for any loss incurred whether explicit or implied as a result of any information obtained via this service or from any inability to use this service.

If you feel that a posted message is inappropriate or questionable you are encouraged to notify the AFI administrator of this Live Chat immediately.

You must not post or transmit any material that is reasonably likely to cause upset to any other users, such as; any libellous or defamatory comments about any persons or firms; personal insults about any other user; any racist, sexist or homophobic comments; profane or obscene content, including the use of indecent or offensive language as may be deemed by AFI. You must not impersonate any other user or use any automated tools to register and/or post on this Live Chat Service.
You may not in any way make commercial or any other unauthorised use, by publication, re-transmission, distribution, performance or otherwise, of any material obtained through this Live Chat Service.

Data Collection and Storage

By using this service you agree to the processing of any personal information disclosed within the use of the Live Chat Service and to the logging of necessary browser information.

This information may be used to enforce these terms and conditions.

Any personal information which you may have disclosed in the use of this service will not be disclosed to any third party, without your permission, other than in line with the provision and administration of your contract of insurance with AFI or as may be required by law.

Accuracy of information (website content)

Animal Friends has taken every reasonable step to make sure the information contained in this web site is accurate and up-to-date, and would like to hear your views about site content. Animal Friends however can accept no responsibility for any errors or omissions.


The words “Animal Friends Insurance” and the Animal Friends logo are protected by copyright. The copyright for the material contained in this website is owned by Animal Friends. You may view any part of the Animal Friends web site, and print a copy of it for your personal use. You may not use, copy or distribute any of the material contained in the Animal Friends web sites for any other purpose, nor incorporate or distribute it in any other form or publication. You may however pass on information or images contained in our newsletter to third parties.


Animal Friends may revise these conditions of use by updating this page at any time. If you renew your contract with underwriters, or purchase a new product or service, you will be bound by the then current Conditions of Use, which may differ from these. If you proceed, and access the information included in this web site, Animal Friends will take it that you have read, understood, and accepted the conditions contained in these pages.

TOB/OnLine/1 April 2013/FCA