No description available
GBGBI had a problem with having 2 policies. One in error). Spoke to customer service and it was quickly sorted.
GBGBDo not use this company, they pre authorise work then refuse to pay the claim. I've never been made to feel like a criminal as much as you made me feel Asking me what did I discuss at the time of handing over my cat for a dental procedure??? Really?? How am I supposed to remember things like that on a 5 minute appt handing my cat to a vet nurse?! They even asked me, who took my cat to the vet me or my husband...? How long did the spend there when taking the cat in....? What is the point of those questions?I'm sorry, but I'm dealing with some very stressful personal and health related issues, I cannot remember what was said 6 weeks ago on a 5 minute appt with a vet nurse!Asking me questions like I'm claiming thousands of pounds, and not £600.You are a disgrace of a company, and I'll be cancelling my policy immediatelyEDITED AFTER THEIR REPLY BELOW - It appears the claim has been declined based on my confusion during the call rather than the factual veterinary evidence. This is not an appropriate basis for refusal.FCA Fairness Principles Relevant to This CaseI would also like to highlight that the handling of this claim does not appear to meet several FCA requirements, including:FCA Principle 6 – Customers’ InterestsFirms must “pay due regard to the interests of their customers and treat them fairly.”Declining a claim based on a stressed and confused phone conversation, rather than verified veterinary evidence, does not meet this standard.FCA Principle 7 – Clear, Fair and Not Misleading CommunicationsQuestions asked during the assessment call were confusing, overly detailed, and in some cases irrelevant. This created a situation where my answers could easily be misinterpreted or taken out of context.ICOBS 8.1 – Claims Handling RulesInsurers must:handle claims promptly and fairlynot unreasonably reject a claimbase decisions on all available evidenceconsider the circumstances in which information was providedRelying on a layperson’s stressed recollection instead of the veterinary records — which clearly show no dental issue until 24th February — is inconsistent with these rules.ICOBS 2.5 – The Customer’s Best Interests RuleFirms must act honestly, fairly, and professionally in accordance with the customer’s best interests.Using my confused comments against me, rather than the clinical notes, does not align with this requirement.I was also left extremely distressed by the tone and approach of the assessment call. I felt as though I was being interrogated rather than supported, and I was made to feel as if I was attempting to be dishonest, which is absolutely not the case.I have submitted by appeal against your decision.
GBGBShocking company - not worth insuring with them By the time they have excluded a few bits, took a nice excess, a co-payment you may as well not bother having insurance at all
GBGBI have been with Animal Friends for 2 years, never once claiming. Today 25.03.26 I had to request a pre-authorisation for my dog for his arthritis. This was not authorised as they said my dog had a pre-existing condition. My dog was taken to the vets for his hot spots on his neck, the vet mentioned he had a slight limp, this was placed onto his records and thus made this a 'pre-existing condition'. I do not agree as my dog has only recently been diagnosed with arthritis. I am utterly disappointed and frustrated. Anyone thinking of getting Pet Insurance, think again and put the money in a separate account, this way you are not beholden to being let down.
