Customer Care

Official customer care twitter account for Animal Friends Insurance: Tweets answered during normal working hours 9:00am - 5:00pm Monday - Friday

[Customer Care @AFCustomerCare]

@sumnerpom Hi Matt,
I'm sorry to hear that! Could you DM me your policy number so I can get this chased for you?

[Customer Care @AFCustomerCare]

@Kevcurrie @AFPetInsurance Hi Kevin,
I'm sorry to hear you're unhappy. Could you please contact our customer resolutions team? They will be able to assist you.

[Customer Care @AFCustomerCare]

@maddosmad Hi Lee,
I'm sorry to hear you're unhappy. Have you been through our complaints process? Our customer resolutions team will need to issue a final response before the ombudsman will assess your complaint, so you will need to so this first.

[Customer Care @AFCustomerCare]

@AndyHodgson1963 @BBCWatchdog @TheFCA Hi Andy, have you spoken to our customer resolutions team? They might be able to help you.

[Customer Care @AFCustomerCare]

@cutts_paul Hi John, if you pop an email over to [email protected] they'll be able to help!

[Customer Care @AFCustomerCare]

@adamgfc89 Hi Adam, I'm afraid we can't deal with policy queries via Twitter because it's not secure. If you email [email protected] they should be able to help!

[Customer Care @AFCustomerCare]

@jakehewkin Hi Jake,
If your vet has Pawtal they can view your policy documents online, as well as making direct payments. Otherwise it's just worth making them aware of your policy limits, so they know what to expect.

[Customer Care @AFCustomerCare]

@zaza271 @AFPetInsurance Hi Lisa,
So sorry to hear your dog is so poorly! Have you spoken to our customer resolutions team? They might be able to help. https://t.co/7zze6Etb3D

[Customer Care @AFCustomerCare]

@vicky2208 Hi Vicky,
Have you checked your spam filter? They do get stuck sometimes. Otherwise, pop your full name, postcode and pet's name to [email protected] and they can resend for you.

[Customer Care @AFCustomerCare]

@wildseawitch Hi Carole, we don't currently have a customer login, but if you email [email protected] with your full name, postcode and pet's name, they should be able to resend your policy information.

[Customer Care @AFCustomerCare]

@marc_tester Hi Marc, congrats on the new arrival! Our policies all look to cover treatment in the event of an accident, and our time-limited, max benefit and lifetime policies also look to cover treatment for illnesses. Castration wouldn't be covered though.

[Customer Care @AFCustomerCare]

@bradfitt We don't currently have an online customer interface, however your policy documents should have been mailed or emailed to you? They're also here if you remember which policy you have: https://t.co/JF9uHkRSLp

[Customer Care @AFCustomerCare]

@bradfitt Hi Brad,
Our offices are currently closed. This means we can't pre-authorise treatment. If your pet needs urgent care you will need to arrange this with your vet, but we cannot guarantee cover in advance. Please read your policy wording to see what is likely to be covered.

[Customer Care @AFCustomerCare]

@danlewi5tt55 Hi Dan, so sorry to hear your dog is under the weather! If you pop an email to [email protected] with your postcode, full name of the policyholder and dog's name they'll be able to talk you through your cover. You could also call our customer service team.

[Customer Care @AFCustomerCare]

@ladysheila3 Hi Sheila,
If you're unhappy with the outcome of your claim, you can contact our Customer Resolutions team, who may be able to help you.

https://t.co/7zze6Etb3D

[Customer Care @AFCustomerCare]

@crazyclare73 @AFPetInsurance Hi Clare,
Could you direct message us to let us know how we can help?

[Customer Care @AFCustomerCare]

@irenebernard2 @AFPetInsurance Thank you for getting in touch. We cannot comment on individual policies on social media due to our online security guidelines. If you would like to make a complaint, please contact [email protected]

[Customer Care @AFCustomerCare]

@Benita_CJW Hi Benita, Please could you direct message me some more information so i can look into this for you

[Customer Care @AFCustomerCare]

@kittykat0511 Hi Kathryn, If you email [email protected] a member of the team will be able to re send these to you

[Customer Care @AFCustomerCare]

@johnthevet If you are a policyholder and you'd like to raise a matter with us please email our Customer Service Department at [email protected]