Existing customers

Sometimes it can be helpful to add the name of another person to your policy. This may be your vet, a member of your family, or you many need to add a Power of Attorney.

If you want to add another person to your policy, please contact us by calling 0344 557 1246 or emailing info@animalfriends.co.uk.

We hope you are happy with your cover and the service we have provided, but if you are unhappy, we would like to try and put things right.

You can discuss this with a member of our team, or you can make a complaint, by contacting us on 0344 557 1246, Monday to Friday, 9am to 5pm. Alternatively, you can email complaints@animalfriends.co.uk.

After you have purchased your policy, you will be able to register for an online account.

You will need to register using the same information you gave us, for example, your email address and postcode.

Once you have logged into your account, you will be able to check that the information we hold for you, and your pet or horse is correct. You will also be able to view your policy information and policy documents.

You will be able to update some of the information within your online account but otherwise you will need to contact us. 

If your pet or horse has sadly passed away and you need to cancel your policy - you can do this in the following ways: 

Emailing cancellations@animalfriends.co.uk
Calling 0344 557 1246
Live chat on our website

Cancelling your policy won't affect any current or future claims so long as your premium for the treatment dates you wish to claim for have been paid. All calling will do is stop any future payments from being taken.

Your policy number can be found on your policy schedule and in any documents that have been sent to you. Alternatively you can also login in to your online account to view your policy information.

If you are unable to find your policy number, you can contact us by calling 0344 557 1246 or emailing info@animalfriends.co.uk.

Complementary medicine or therapy includes the following:

• Physiotherapy
• Hydrotherapy
• Chiropractic manipulation
• Osteopathy
• Acupuncture
• Homeopathic or herbal medicines
• Laser Therapy

The complementary medicine must be recommended by a vet and administered by one of the following suitably qualified practitioners:

• Association of Chartered Physiotherapists in Animal Therapy/National Association of Vet Physiotherapists
• The Institute of Registered Veterinary and Animal Physiotherapists (IRVAP)
• The International Association of Animal Therapists
• Canine Hydrotherapy Association
• International Vet Acupuncture Society (IVAS)
• The Association of British Vet Acupuncturists (ABVA)
• National Association of Registered Canine Hydrotherapists (NARCH)
• Institute of Canine Hydrotherapists (ICH).
• Register of Animal Musculoskeletal practitioners (RAMP).
• McTimoney Animal Association registered therapists
• Animal Health Professions’ Register (AHPR)
• Canine Massage Guild

Your policy booklet details everything that is and is not covered by your policy.

For information about any exclusions that apply to you and your pet specifically, please see 'Your Schedule'.

There may be times when you need to update the information on your policy, for example if you move house.

Alternatively there may be times when you need to change your level of cover or your excess.

If you need to make any changes please call us on 0344 557 1246.

We’ll cover the cost of advertising and a reward up to the amount shown in 'Your Schedule' if your dog or cat goes missing.

You’ll need to contact us so that we can agree any reward amount you intend to offer. 

To claim for any advertising and reward costs, you’ll need to complete a claim form and provide evidence of how much the advertising cost. 

For more information please see you Policy Booklet. 

Pet 

If your pet dies or is put to sleep, we’ll cover up to the amount shown in ‘Your Schedule’ for the cost of cremation or burial.

Horse 

If your horse dies or is put to sleep, we’ll pay either their purcchase price or the amount shown in 'Your Schedule', whichever is less. 
You can also claim up to £400 toward the cost of disposal. 

For more informaiton, see 'Section B' in your policy booklet.

If your cat or dog is diagnosed with a behavioural condition by a vet, we will pay towards prescribed treatment costs. This could include:

1. Training to address behavioural issues
2. Pheromone products to help with calming as part of a behaviour programme
3. Medication prescribed by your vet to help improve behaviour

The condition must be diagnosed, and treatment carried out, by a qualified professional such as:

• A vet
• A certified clinical animal behaviourist (CCAB)
• A member of the Association of Pet Behaviour Counsellors (APBC)
• A member of the Canine and Feline Behaviour Association (CFBA)

We’ll cover complementary treatments that are performed by either your vet, a qualified specialist or a therapist your vet has referred you to.

Acupuncture

• Qualified vets who are registered with The Association of British Vet Acupuncturists (ABVA)

Nutraceuticals

• Recommended or supplied by qualified vets

Herbal medicine

• Qualified vets

Homeopathy

• Qualified vets

Hydrotherapy

• Institute of Equine Hydrotherapists (IEH)
• Professionals who have completed a minimum of a one-day training course in Equine Hydrotherapy and hold their own liability insurance (Proof will be required)

Osteopathy

• Association of Animal Osteopaths
• General Osteopathic Council

Physiotherapy and Chiropractic Manipulation

• Association of Chartered Physiotherapists in Animal Therapy (ACPAT)
• The Institute of Registered Veterinary and Animal Physiotherapists (IRVAP)
• National Association of Vet Physiotherapists (NAVP)
• The International Association of Animal Therapists (IAAT)
• Register of Animal Musculoskeletal practitioners (RAMP)
• Animal Health Professions’ Register (AHPR)
• McTimoney Animal Association
• Animal Health Professions’ Register (AHPR).

Remedial Farriery

• The Farriers Registration Council