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Pet Insurance Customer Satisfaction

Customers in our survey rated M&S Bank ★★★★★

What pet insurance options do I have?

Pet insurance in the UK is divided into four types of policies:

What other benefits should I consider?

Many pet cover policies will also include additional benefits, so it’s important to be aware of these when exploring your options.

The following are options to consider:

  • Third Party Liability. This covers you if your pet causes injury to someone else or if they cause damage to a property, which you are legally liable for.
  • Advertising & reward. If your pet goes missing then this type of benefit covers the cost of local advertising and the reward to find your pet up to a certain amount.
  • Loss from straying or theft. If you have lost your pet or if your pet is stolen then your insurer may pay out their purchase price after a certain period of time.
  • Overseas travel. This ensures the extension of your pet’s policy if you take them overseas. There are often restrictions on this type of cover so it’s important to read the details of the specific policy.
  • Breeding risks. If you decide to breed from your pet then this additional benefit may cover any vet fees should complications relating to the pregnancy arise.
  • Death. In the sad event that your pet dies then this cover lets you claim a percentage of their purchase price. Be aware that exclusions such as age and pre-existing conditions apply to this cover.
  • Boarding kennel fees. In an event of an emergency whereby the pet owner is unable to look after the pet, such as being rushed into hospital, then this benefit covers the kennel cost or cost of someone to look after your pet whilst you are unable to do so.
  • Holiday cancellation. If you have to cancel a holiday or cut it short because your pet unexpectedly falls ill and requires emergency surgery or treatment, some policies will cover the cost of your holiday cancellation.

What exclusions should I be aware of?

Just like any other insurance, pet insurance doesn’t cover everything. Here are some common exclusions:

  • A malicious act, deliberate injury or gross negligence by you or even someone living with you.
  • Treatment for diseases for which there is a known vaccine. This includes conditions like kennel cough.
  • Damages caused by your dog whilst in the care of someone else such as a dog minder.
  • Routine vet care is also rarely covered, this can include vaccinations, wormers, flea treatment and grooming.
  • If you fail to take all the reasonable steps to care for your pet, including not following the instructions of your vet, you won’t be able to make a claim.
  • Most pre-existing conditions.
  • Vet costs for elective treatments. This can include spaying or neutering.
  • Breeding.
  • Grooming, including shampoos, baths, dips or any cosmetic surgeries.
  • If you fail to inform of a change in your pet’s health condition or situation, e.g. spaying or change in owner.
  • Training or socialisation.
  • Cost of putting your pet down if they are over a certain age (usually 8 years old).
  • Any X-rays needed to diagnose an issue which hasn’t been recommended by a vet.

Can I get insurance if my pet has pre-existing conditions?

Yes you can. You can get pet insurance even if your pet has a pre-existing condition, but it’s important to understand that very few insurers will offer full cover. Typically, the following are considered pre-existing conditions:

  • Injury or illness that occurred or showed signs before you took out cover.
  • Any condition that your pet has previously been diagnosed with before you took out cover.
  • A condition caused by injury or illness your pet had before you took out cover.

Getting pet insurance early means you’re more likely to be able to claim costs for conditions that develop early in the pet’s life. However, insurers are within their rights to adjust the cost or terms of your policy afterwards to reflect the increased cost. To ensure continuity of cover in these circumstances, you can look for a lifetime pet insurance policy, or one that comes with guaranteed future insurability.

Pet insurance for pre-existing conditions.

Reading the fine print: Questions to ask when you are comparing pet insurance

  • Maximum vet fees. Pet insurance policies have a limit on the amount they will pay out in vet fees per year. Whilst most people never reach their limit, it’s important to be aware of how much you can actually claim if the need arises.
  • Excess payments. Most policies require you to pay an excess (claim contribution) when making a claim. Ensure you understand how much you will be paying in the event of a claim. Typically if you have a lower excess you will have a higher premium (regular contributions). Likewise, if you opt for a higher excess your premiums will be lowered.
  • Age limits. Unfortunately, finding cover for your pet after they hit their eighth birthday is difficult. Unless you take out cover for your pet before this, you will usually only be able to cover them for accidents.
  • Co-insurance for pets. Co-insurance may be a way of keeping premiums at an affordable level especially as your pet ages. In the event of a claim the insurance provider will meet the majority of the cost but the policyholder will also be charged a percentage of the claim after excess (usually 10%-20%).
  • Pre-existing conditions. Ensure you understand whether pre-existing conditions are covered. Some insurers will automatically limit the level of cover available if your pet has a pre-existing condition.
  • Policy renewability. Having a policy that is renewable is especially important for older pets. Ensure you’re with an insurer that offers this or your pet could be without cover as it enters its senior years.
  • Multi pet. If you have a few furry friends then insurers are more likely to offer you a discount on your policy. Be sure to shop around first to see who will offer you the best deal.
  • Waiting period. Some policies include a waiting period once the policy has been taken out, this means it can be a few days, a couple of weeks, or even months until your pet is fully covered. Make sure you are aware of your insurers specific waiting period.

Ensure you compare pet insurance policies and read insurer reviews whenever possible.

How to find the perfect multi-pet insurance.

Can dogs get coronavirus?

According to the World Health Organisation (WHO), there is no evidence that dogs, cats and other household pets can transmit COVID-19. One dog did test positive for the virus in Hong Kong, but there is debate amongst experts as to whether he was actually ill himself (he did not display any symptoms) or whether the positive diagnosis came from being exposed to human carriers of the virus.

Of course, not much is currently known about the coronavirus and new information is being released all the time. While we strongly discourage panic and excessive purchase of toilet roll, it is important to regularly wash your hands for 20 seconds and keep checking the updates from the WHO.

While all non essential social interactions have been advised against, you’ll be glad to know that you can still cuddle rocky, fluffy or daisy as much as you like! (At the time of writing this, anyway…).

Pet insurance tips and tricks

Pet insurance policies generally provide good value, but you do need to pay attention to some details:

  • Do not underestimate limits. Limits, combined with the excess, can considerably reduce the reimbursement percentage of pet insurance. For example, if you claim £2000, your compensation consists of 80% of the medical bills and you have an excess of £500, you will be reimbursed £1100.
  • Confusing policy information. Make sure you know exactly what you will/won’t be covered for. Some provider websites and product documents tend to be overly confusing with no clear explanation of the terms and conditions. Make sure you know when a claim will/won’t be paid before signing up for cover. A good idea would be to get in contact with providers with any questions/clarifications before you sign on the dotted line.
  • Cheap cover. Whilst it’s great to find a cheap deal, it’s important not to sacrifice good cover to bag a bargain as it can turn out to be more expensive in the long run. Work out the right cover for your pet and compare different pet insurers to make sure you’re offering the best care for your pet.

How to find the cheapest pet insurance in the UK.

Our 2020 customer satisfaction league table

We asked policy holders to rate their satisfaction with their insurance company, and whether they’d recommend it to a friend. We’ve shown both for each brand in the table below. Our independent survey of 750 insurance customers was carried out in December 2019.

Overall satisfactionCustomers who’d recommendIssuerReview
★★★★★89%M&S Bank logoM&S Bank is the financial arm of the high-street staple. Its pet insurance has three levels of cover for cats and dogs and the service was said to be quick and easy by customers in our survey, nabbing M&S the top spot for pet insurance.View deals
★★★★★89%Direct Line logoDirect Line is mostly known for its car insurance, but the company’s pet insurance offering is just as solid. Direct Line has two levels of cover and a claims process praised by customer for being easy and fast.View deals
★★★★★84%Petplan logoAs well as pet insurance for cats, dogs and rabbits, Petplan also covers horses and exotic pets. The focus is solely on pets here and customers were full of praise for the company’s service.View deals
★★★★★70%Animal Friends logoAnimal Friends offers four different types of pet insurance policies for a variety of furry and feathered members of the household. Customers praised the good value of the cover and the simple claims process.View deals
★★★★★81%Sainsbury's logoWhile more of Sainsbury’s customers said they would recommend the service, its overall score pushed it a bit down in our ranking. That said, customers said the rates are good and they love earning Nectar points though their premiums.View deals
★★★★★75%Argos logoNot everyone realises that Argos offers financial products along its huge catalogue, but there are three levels of cover here for cats and dogs. Customers said the cover was easy to set up, which is no surprise really, considering the provider.View deals
★★★★★71%MORE THAN logoThere are four levels of cover available from More Than, with the top option providing lifetime cover for you cat or dog. Customers told us they were happy with the service provided. Online and multi-pet discounts are available.View deals
★★★★★71%LV= logoLV= features an impressive five levels of cover – two time limited and three lifetime policies, all with different vet fee caps. Customers surveyed praised the good service and affordable premiums offered by the company.View deals
★★★★★70%Tesco logoThe largest supermarket chain in the UK, Tesco has four levels of cover for cats and dogs, including a very basic accident and injury policy. Customers in our survey reported good value premiums (after all, every little helps!).View deals
★★★★★64%Legal & General logoLegal & General offers six levels of cover, ranging from a basic accident only policy to a lifetime policy with £10,000 for vet fees per year. Customers praised the no fuss service, complete with low prices.View deals
★★★★★67%Asda logoAnother high-street supermarket that’s branched out to financial services, Asda stocks six diverse pet insurance policies for cats and dogs. The brand’s customers told us they were happy with both the service and prices on offer.View deals
★★★★★63%John Lewis Finance logoBetter known for the posh department stores, John Lewis Finance offers three levels of pet insurance policies for cats and dogs. Unsurprisingly, customers called the cover on offer from John Lewis ‘high quality’.View deals

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Frequently asked questions

*Price per month for accident only cover based on a moggie, aged 2, no known medical conditions, neutered, up to date with vaccinations, microchipped and based in the CS24 3HT postcode region. Prices correct on 30/01/2020 on
The offers compared on this page are chosen from a range of products we can track; we don't cover every product on the market...yet. Unless we've indicated otherwise, products are shown in no particular order or ranking. The terms "best", "top", "cheap" (and variations), aren't product ratings, although we always explain what's great about a product when we highlight it; this is subject to our terms of use. When making a big financial decision, it's wise to consider getting independent financial advice, and always consider your own financial circumstances when comparing products so you get what's right for you.

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