Frequently asked questions
We can answer many questions potential pet owners, customers and even vets have at first, all in one place.
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Most asked questions
Please see the following examples of how the excess will be applied if you make a claim.
The excess is applied once per accident, per policy year.
For example, if your pet was involved in an accident that needed pain medication, you’ll have to pay the vet fees 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.
The excess is applied once for every accident, illness, or condition you claim for.
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 fee excess you chose again.
The excess is applied once for every accident, illness, or condition.
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 fee excess you chose again.
The excess is applied once for every accident, illness or condition and will apply again if you claim for the same accident, illness or condition after you renew your policy.
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 fee excess again.
If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fee excess you chose again.
The excess is applied once for every accident, illness or condition and will apply again if you claim for the same accident, illness or condition after you renew your policy.
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 fee excess again.
If your pet then needed treatment for an ear infection and you make a claim, you would need to pay the vet fee excess you chose again.
Please see the following examples of how the excess will be applied if you make a claim.
What happens if my claim amount is below my excess amount?
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 your policy has a vet fee limit per condition:
If you were to send us a second claim for the same condition for more than the remaining £34 of excess we can then make a payment.
If your policy has an annual vet fee limit:
If you were to send us a second claim for more than the remaining £34 of excess, we can then make a payment.
What happens if my claim amount is more than my excess?
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.
What if my claim is more than my vet fee limit?
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 = £1,500
Policy vet fee limit = £1,000
My Excess = £99
Animal Friends pays = £1,000 (this is the full amount we can pay where the policy limit is £1,000)
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 = £1,050
Policy vet fee limit = £1,000
My Excess = £99
Animal Friends pays = £951 (£1,050-£99) this leaves you with £49 you can still claim.
Your excess is paid by you to your vet.
If your policy has a vet fee limit per condition:
You would have £49 left to claim if your pet needed further treatment for the same condition.
If your policy has an annual vet fee limit:
You would have £49 left to claim for any condition in the same policy year.
Your policy number can be found on any documentation received from us. It can also be found on your policy schedule. This document would have been emailed or posted to you at the start, or when you renewed your policy.
Alternatively, all your policy details can be found online, when you log into your account with us. To be able to login you will need to register first. We’ll need some personal details and your email address to be able to identify you and make sure your account is secure.
You can also find your policy number as the reference for Animal Friends Insurance payments, on your bank statements.
If you are unable to find your policy schedule, you can request this by calling us on 0344 557 0300 Monday – Friday: 09:00 – 17:00
Alternatively, you can use our Live Chat facility which appears in the bottom right of your browser window when viewing our website.