Claims
To help you if you have any questions about making a claim.
Head over to our claims page to find out more about how to make a claim.
You will also be able to see the status of your claim by logging into your online account. If you haven’t logged into your account before, you will need to register first.
If your vet has submitted the claim using our online claims system, Pawtal - they will be able to login and see the status of any claims they have submitted.
You can check if treatment will be covered, before agreeing to it.
The quickest way to do this is to ask your vet to check through the Animal Friends online claims system – Pawtal. If your vet doesn’t use Pawtal, they will need to complete a pre-authorisation form and email it to us at claimform@animalfriends.co.uk
If received between 9am and 4pm Monday to Friday, we aim to provide an outcome within one working hour. If received after 4pm or at the weekend, it will be reviewed the following working day. This process may take longer if we have not received all the required information to assess the pre-authorisation.
Your vet fees excess is the amount you will need to pay to your vet when you make a claim for vet fees.
Animal Friends offers the following excess amounts:
Pet Health Club Lifetime policy: £99, £159, £249
Equine Health Plan policy: £199, £249 and £499
The way the excess is applied will depend on the type of policy you have. You can view your chosen excess amount within ‘Your Schedule’ or via your online account.
Please see the following examples of how the excess will be applied if you make a claim.
Pet Health Club Lifetime policy
This is a lifetime policy, and the vet fees excess is applied once for each accident or illness you claim for, per policy year.
Equine Health Plan policy
This is a time limited policy, and the vet fees excess is applied once for each accident or illness you claim for.
Please see the following examples of how the excess will be applied if you make a claim.
If the amount you are claiming for is less than the excess you chose, we can still review your claim, but we won’t be able to make a payment.
We will only be able to make a payment once the amount you are claiming for is more than the excess you chose and the accident, condition or illness is covered under your policy.
Example:
Claim amount = £65
My excess = £99
Animal Friends pays £0 - The claim amount is far less than your excess.
Remaining excess of £34 (£99-£65) - this is the amount of excess you would still need to pay before we make a payment.
In this example, it is important to note that the claim hasn't been declined.
We cannot make a payment because the claim amount of £65 is less than your £99 excess.
If you were to send us a second claim for more than the remaining £34 of excess, we can then make a payment.
If the amount you are claiming for is more than your excess, we can review your claim and may be able to make a payment if the accident, illness or condition is covered under your policy.
Example:
Claim amount = £500
My Excess = £99
Animal Friends pays = £401
Your excess is paid by you to your vet practice.
Animal Friends would look to cover the remaining amount.
If the amount you are claiming for is more than your vet fee limit, we can review your claim and may be able to make a payment if the accident, illness or condition is covered under your policy.
You will need to pay the excess amount you chose to your vet practice.
If your claim amount is more than your vet fee limit and excess combined you will also need to pay for anything that is over your vet fee limit as well.
Example one: Claim amount more than vet fee limit.
Claim amount = £2,000
Policy vet fee limit = £1,500
My Excess = £99
Animal Friends pays = £1,500 (this is the full amount we can pay where the policy limit is £1,500)
Payable by you to your vet practice.
£99 - the excess you chose
£401 - the amount over your vet fees limit.
Example two: Claim amount more than vet fee limit.
Claim amount = £1,550
Policy vet fee limit = £1,500
My Excess = £99
Animal Friends pays = £1,451 (£1,550-£99) this leaves you with £49 you can still claim.
You can make claims for vet fees in the following ways:
- Your vet can submit a claim on your behalf via our online claims system - Pawtal
- You can download a claim form from our website and once complete - either email or post it to us.
- You can also make claims for repeat medications in your online account.
If you want to submit a pre-authorisation request - you can do this in the following ways:
- Your vet can submit a pre-authorisation request via our online claims system - Pawtal
- You can download a pre-authorisation form from our website and once complete - either email or post it to us
For all other claims you will need to download a claim form from our website and either email or post it to us.
If you need help to make a claim please call us on 0344 557 1246 Monday – Friday: 09:00 – 17:00.
If you provide us with your mobile number this will allow us to send texts to acknowledge receipt and update you on your claim.
There is no time limit to claim back your vet fees. However, to help us handle your claim as quickly as possible, please send all claim forms as soon as possible after your pet receives treatment.