One in ten unhappy with their pet insuranceCost of cover among the main concerns of animal lovers

25 January 2016

Dog lies down

Some 12% of pet owners are unhappy with the cost of insurance

One in ten pet owners are dissatisfied with their pet insurance provider, according to new Which? research. 

Our study of 2,000 animal-lovers found that 8% of people were unhappy with their pet insurer, with 3% very dissatisfied.

Pet owners' biggest gripes were communicating with their provider and the cost of cover.

Some 16% said that regular communication with their pet provider was either poor or very poor, while 12% believed that the product was poor or very poor value for money.

If you are unhappy with your current pet provider check out our reviews. Our experts have analysed the detail of 70 policies from 11 major insurers, and scored them based on their cover levels. 

We have also ranked some of the biggest insurers on customer satisfaction based on feedback from almost 2,000 Which? members.

Find out more: best and worst pet insurance - 70 policies rated

Claims frustration

Around a third of our survey's respondents had made at least one pet insurance claim in the past 12 months, with one in seven reporting problems in getting their claim paid.

According to the Association of British Insurers, three million Brits have their pets insured, with providers paying out more than £1.6m per day in claims. The average cost of a claim is £679.

Find out more: pet insurance claims - our step-by-step guide to a stress-free claim

Buying pet insurance: Finding the right cover at the right price

1. Don’t get more cover than you need

Different policies can have different levels of cover. Don’t automatically opt for the most expensive. We recommend the following cover levels for vet fees.

  • Non-pedigree dog - at least £4,000 annual cover
  • Pedigree dog – at least £7,000 of annual cover
  • Cats – at least £3,000 of annual cover

2. Different breeds have different needs

Not all cats and dogs are born equal. Certain breeds are prone to particular injuries and are more expensive to insure. For example, Labrador retrievers can be prone to cruciate ligament problems and can set you back thousands of pounds in treatment costs.

3. Make sure you are up to date on your jabs

Keep your pet as healthy as possible by getting the appropriate inoculations, including boosters. Not doing this could invalidate your policy.

4. Talk to the specialists, especially if you have exotic pets

More exotic pets may not be adequately covered under traditional policies. Speak to the specialists to find the cover you need and, if you are still struggling, use the British Insurance Broker’s Association to find a broker service for further help.

5. Get your pet micro-chipped

Some insurers offer a discount if your pet is micro-chipped, so be sure to ask when you’re getting quotes.

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