UK lags behind Europe on pet insurance claims satisfaction

The UK stands out as the least satisfied country (59%) with the claims process for pet insurance.

This is according to Guidewire’s latest European Insurance Consumer Survey, released 20 May 2026, which revealed that the UK satisfaction rate was 17% lower than the highest rate set by France at 76%. 

The survey also showed that 70% of German respondents and 64% of Spanish consumers reported overall claims satisfaction. 

Sebastia Company-Mas, product marketing manager at Guidewire, said:“The UK stands out as having lower satisfaction with the pet insurance claims experience largely because it is a highly mature and competitive market operating under significant cost pressure.

”Veterinary fees have risen sharply in recent years, outstripping general inflation, even taking into account the cost of living crisis. This is increasing pressure on insurers and sensitivity around premiums, exclusions and claims outcomes.

”At the same time, pet insurance products can be complex with limits and exclusions that are not always fully understood until a claim is made, which is particularly challenging in such an emotional line of business. As a result, dissatisfaction is often driven less by whether claims are ultimately paid and more by communication, delays and overall trust in the process.”

Technological advancements

The survey also found a growing use of online pet health search and symptom checkers among younger age groups, with 46% of UK consumers between 18-24 checking digital channels.

The survey also examined whether consumers would trust an AI-powered mobile app that scans their pet’s eyes or skin to provide an instant health score.

The response was that over than a third (36%) said ‘yes’, while 45% said they would not trust it. 

Company-Mas told Insurance Times that modernising and simplifying the claims process is “very important for insurers to get right” as “the market is moving”.

He continued: “Price won’t be the primary differentiator anymore.

“Instead of just being a payout after the event has occurred, insurers could offer some packages that look at pet health more holistically. More proactivity would be welcomed by pet owners.”