Frequently asked questions

You’ll need to pay one vet fees excess per policy year for each accident you claim for.

For example, if your pet was involved in an accident that needed pain medication, you’ll have to pay the excess you chose when you make a claim. If your pet then needs more pain medication for the same injury in that policy year, you won’t need to pay another excess. But if they need ongoing treatment for the accident after you renew your policy, you’ll need to pay the vet fees excess again.

If your pet is then involved in another accident, your excess amount will need to be paid again.

You’ll need to pay one vet fees excess for each condition your pet might have.

For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If they need more treatment for conjunctivitis, you won’t need to pay another excess.

If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.

You’ll need to pay one vet fees excess for each condition your pet might have.

For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If they need more treatment for conjunctivitis, you won’t need to pay another excess.

If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.   

You’ll need to pay one vet fees excess per policy year for each condition your pet might have.

For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If your pet then needs more drops in that policy year, you won’t need to pay another excess. But if they need ongoing treatment for conjunctivitis after you renew your policy, you’ll need to pay the vet fees excess again. 

If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.

You’ll need to pay one vet fees excess per policy year for each condition your pet might have.

For example, if your pet develops conjunctivitis and needs eye drops, you’ll have to pay the vet fees excess you chose when you make a claim. If your pet then needs more drops in that policy year, you won’t need to pay another excess. But if they need ongoing treatment for conjunctivitis after you renew your policy, you’ll need to pay the vet fees excess again. 

If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fees excess you chose again.

If the amount you’re 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. However, the amount you pay to your vet will count towards your vet fees excess for that condition.

Example
First claim for conjunctivitis

So, if your pet later needs more treatment for the same condition, in the same policy year, you’ll only need to pay the remaining £59 excess before we can make a payment. 

Second claim for conjunctivitis

The excess in the example above has now been paid. If your pet needs further treatment for the same condition, in the same policy year, there will be no more excess to pay.

Third claim for conjunctivitis

Lifetime and Accident Only policies
If you chose one of our Lifetime or Accident Only policies, you’ll need to pay your excess again if your pet needs treatment for the same condition after you renew.  

Maximum Benefit and Time Limited policies
If you chose one of our Time Limited or Maximum Benefit policies, you won’t have to pay the excess again when you claim for the same condition after you renew.

Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.

If the amount you are claiming for is more than your excess but less than your vet fee limit, we can make a payment.  

Example

Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.

If your claim is for more than your vet fee limit, you’ll need to pay the difference directly to your vet.

Example

Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.

Not all claims will have a co-payment. Co-payments only apply when pets are over a certain age. If a co-payment applies to your claim, here’s how it works:

When you make a claim, we’ll first deduct your excess from the claim amount. After that, if a co-payment applies, your co-payment percentage will be applied to the remaining amount. 

In the example below the claim amount is £500. You pay the £159 excess and then the co-payment is calculated at 20% of the amount left over, which is £341. 20% of £341 is £68.20. Animal Friends then pays the rest - £272.80.

Example

Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess, and your co-payment, from any amount we’ll pay you. You’ll need to pay those amounts directly to your vet. The vet fees excess, and co-payment amount, won’t count towards your vet fee limit.

If you’re claiming for more than one condition, and your vet hasn’t already done so, we’ll ask them to submit separate claims for each condition. When we review your claims, you'll need to pay one excess for each condition you claim for.

Example

Applies to all Animal Friends policies
You’ll need to pay your vet fees excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your vet fees excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.

Lifetime and Accident Only policies

If you chose one of our Lifetime or Accident Only policies, you’ll need to pay the vet fees excess for each condition, each policy year. This means that when your pet’s treatment continues into another policy year, you’ll need to pay your vet fees excess more than once.

In the below example, the pet received treatment before, and after, the policy renewal date of 1st January 2026.   

Example


So, you’ll need to pay your vet fees excess twice, once for treatment carried out before the policy renewal date, and once for treatment carried out after the policy renewal date.

Maximum Benefit and Time Limited policies
If you chose one of our Time Limited or Maximum Benefit policies, you won’t have to pay the excess again when you claim for the same condition after you renew.

Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.

Every year we use our claims information to review the prices charged by vets for some of the items most commonly claimed for. We use this information to set a maximum amount we’ll pay for these items.

If your claim is for something that costs more than the maximum amount you can claim for, you’ll need to pay the difference directly to your vet. 

Example – Out of hours vet consultation

In this example, your total claim is £250, which is for an out-of-hours vet consultation. The maximum amount we’ll pay for the out-of-hours vet consultation is £200, but your vet charged £250, so you’ll need to pay the £50 difference directly to your vet. 

We then deduct your vet fees excess which you’ll also need to pay directly to your vet. Animal Friends will pay the remaining amount.

Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.

Every year we use our claims information to review the prices charged by vets for some of the items most commonly claimed for. We use this information to set a maximum amount we’ll pay for these items.

If your claim includes something that cost more than the maximum amount you can claim for, you’ll need to pay the difference directly to your vet.

Example – Claim includes an out-of-hours vet consultation


In this example, your total claim is £800, which includes an out-of-hours vet consultation. The maximum amount we’ll pay for the out-of-hours vet consultation is £200, but your vet charged £250, so you’ll need to pay the £50 difference directly to your vet. 

We then deduct your vet fees excess which you’ll also need to pay directly to your vet. Animal Friends will pay the remaining amount.

Applies to all Animal Friends policies
You’ll need to pay your excess each time you claim for a new condition. If we accept your claim, we’ll deduct the amount of your excess from any amount we’ll pay you. You’ll need to pay that excess amount directly to your vet. The vet fees excess amount won’t count towards your vet fee limit.