Animal Friends’ 2022 profits take £12m customer refund hit

Pet insurance

The 2022 financial accounts for Animal Friends have revealed that the company paid out nearly £12m in “voluntary remediation payments” in 2022 – almost three quarters of the original £16m of profit it made that year.

The financial documents refer to payments amounting to £11.5m made to “customers affected by historical, likely unfair contract terms”.

Despite the refunds, Animal Friends has been an example of the

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