Analysis

Briefing: What an unexpected pet insurance claim can reveal about Consumer Duty in practice

By 2026-01-22T10:00:00

Pepper

Is UKGI too focused on being a stickler for Consumer Duty rules, without properly considering the ethos and spirit of this outcomes centred regulation? Claims processes could be the rub here…

Admin fees, paperwork charges and opaque out of hours costs associated with vet visits may sit outside pet insurance policy wordings, but they do not sit outside customer perception.

If someone believes they have done the right thing – taken out cover, paid premiums, followed the claims process – and still find themselves surprised by additional charges at the point of need, trust is eroded quickly.

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