Finder Pet Insurance Customer Satisfaction Awards 2021
See the full results of our independent customer satisfaction survey of 759 pet insurance customers. Who is top dog this year?
To find out the UK’s best pet insurers, we asked hundreds of customers of the UK’s biggest brands about their experience and whether they’d recommend their insurer to a friend or family member.
You can see our winners below, plus a full table of the results and an explanation on how we came up with them. The winners are based on both overall satisfaction scores (shown as star ratings) and recommendation scores (the percentage of customers who said they’d recommend the brand to a friend). More on this below.
Our pet insurance winners
Last year, Petplan was just pipped into third place but this year, it has triumphed. The insurer, which covers dogs, cats and rabbits and has a policy for horses, too, won praise for its service – including from customers who’d made a claim. Some respondents felt prices were “reasonable” but a few felt they were on the high side.
Animal Friends offers insurance policies for cats, dogs, horses and riders. Customers praised the good value of the cover, and several who’d made a claim said the process was quick and efficient.
Our 2021 pet insurance customer satisfaction league table
We asked policyholders to rate their satisfaction with their pet 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 759 pet insurance customers was carried out in December 2020.
|Overall satisfaction||Customers who’d recommend||Issuer||Review|
|★★★★★||82%||As well as offering pet insurance for cats, dogs and rabbits, Petplan also covers horses. Customers were full of praise for the company’s service and the level of cover, although some felt prices were on the high side.||View deals|
|★★★★★||79%||Animal Friends covers cats, dogs, horses and riders. Customers felt the company was easy to deal and several who’d made a claim found the process efficient.||View deals|
|★★★★★||76%||Tesco has 4 levels of cover for cats and dogs, including a basic accident and injury option up to its Premier policy, with more generous vet fees limits. There’s a multi-pet discount, too. Customers praised “reliable” service and low prices.||View deals|
|★★★★★||81%||There are 3 types of cover from Legal & General, ranging from a basic accident-only policy to a lifetime policy with £10,000 for vet fees per year. Customers said the brand was easy to deal with.||View deals|
|★★★★★||79%||Last year’s winner has dropped a few places but still scores highly. M&S Bank pet insurance has 3 levels of cover for cats and dogs. Customers liked the quality of the service, and the multi-pet discount.||View deals|
|★★★★★||77%||John Lewis Finance offers 3 levels of lifetime pet insurance, all underwritten by RSA, for cats and dogs. Several customers praised the quality of cover and said the team were “helpful”.||View deals|
|★★★★★||76%||Sainsbury’s customers said rates were lower than they’d found elsewhere and cover was “good”. There are 3 types of cover for cats and dogs, and policies are underwritten by Pinnacle Insurance.||View deals|
|★★★★★||74%||There are 6 levels of cover for cats and dogs, from accident-only to the most comprehensive lifetime policy, from Asda Money . Cover is underwritten by Legal & General. Several customers mentioned low rates and “helpful” staff.||View deals|
|★★★★★||69%||Bought By Many offers 5 levels of lifetime cover. Several customers in our survey found the claims process straightforward and prices reasonable.||View deals|
|★★★★★||66%||Cat and dog insurance from Direct Line comes in 2 forms: Essential and Advanced (no time limit per condition). Both have optional extras. A common theme in customer feedback was that staff were helpful and rates reasonable.||View deals|
|★★★★★||64%||There are 3 types of policy from Argos for cats and dogs: Maximum Benefit, Time Limited and Lifetime. Customers gave mixed reviews about the service.||View deals|
|★★★★★||58%||LV= offers time-limited policies (2 levels of cover) and lifetime policies (3 levels). Customer feedback was mixed but a few highlighted reasonable rates.||View deals|
|★★★★★||57%||There are 4 levels of cover available from More Than, with the top option, Premier, providing lifetime cover for your cat or dog. Customer feedback was mixed, with a few respondents unhappy about renewal price hikes.||View deals|
Customer satisfaction ratings methodology
In December 2020, we ran a customer satisfaction survey on insurance providers; 759 people told us their experience of their pet insurance provider.
The survey asked respondents how satisfied they were with their current insurance company (on a scale from one to five, and also whether they would recommend the brand to a friend or not). We turned the results into star ratings and shortlisted the top-performing brands for our awards. When there was a draw, we used the recommendation score (that is, the percentage of customers who said they would recommend the brand) as a tie-breaker.
Full details of our star ratings for this sector are on the insurance ratings methodology page.
★★★★★ — Excellent
★★★★★ — Good
★★★★★ — Average
★★★★★ — Subpar
★★★★★ — Poor
The customer satisfaction score is based on a survey of 759 customers carried out in December 2020.
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