Finder Pet Insurance Customer Satisfaction Awards 2022

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

Winner, Best Pet Insurance:

Animal Friends

Only a whisker separates first and second place in our latest survey, but Animal Friends – last year’s highly commended brand – is top. Animal Friends covers cats, dogs, horses and riders, and says it now insures over a million pets in the UK. Customers cited great service – including during claims – and reasonable prices. They particularly liked being able to make video calls to vets.

Read our review of Animal Friends pet insurance

Highly Commended, Pet Insurance:

Petplan

Last year’s winner just missed the top spot this year, but Petplan’s customers piled praise on the insurer for its friendly, helpful service and the ease of making a claim – the only real test of an insurer. Petplan covers dogs, cats, rabbits and horses and riders.

Read our review of Petplan pet insurance

Our 2022 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 1,010 pet insurance customers was carried out in December 2021.

Overall satisfaction	Customers who’d recommend	Issuer	Review
★★★★★	83%		Animal Friends covers cats, dogs, horses and riders. Customers cited great service – including during claims – and reasonable prices. They particularly liked being able to make video calls to vets.	View deals
★★★★★	82%		As well as offering pet insurance for cats, dogs and rabbits, Petplan also covers horses. Petplan’s customers praised its friendly, helpful service and the ease of making a claim – the only real test of an insurer.	View deals
★★★★★	76%		ManyPets offers 4 types of lifetime cover, including a policy for pets with a pre-existing condition. Most customers in our survey were happy with the policy and price, though a few said it had become pricey.	View deals
★★★★★	74%		There are both lifetime and time-limited policies from ASDA Money covering cats and dogs. Several customers praised its low rates and good quality service.	View deals
★★★★★	72%		LV= offers time-limited policies and lifetime policies for cats and dogs. Customer feedback was generally positive, with praise for low rates, although there were a few niggles.	View deals
★★★★★	72%		Cat and dog insurance from Direct Line comes in 2 forms: Essential and Advanced (the latter has no time limit per condition). A common theme in customer feedback was that staff were experienced, fast and helpful. A few customers found the premiums expensive.	View deals
★★★★★	71%		John Lewis Finance offers 3 levels of lifetime pet insurance, all underwritten by RSA, for cats and dogs. Several customers mentioned great service, including during a claim.	View deals
★★★★★	70%		M&S Bank pet insurance has 3 levels of cover for cats and dogs, and offers joining perks. It’s underwritten by RSA. Customers found the service easy to use, but some were unhappy about their premium increases at renewal.	View deals
★★★★★	70%		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 and joining perks, too. Customer views were mixed – quite a few said they were disappointed with the “high cost” but several also praised the handling of their claims.	View deals
★★★★★	63%		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; some said they were happy with the price and “helpful” service, but a few were less happy about the service they’d had.	View deals
★★★★★	66%		Sainsbury’s Bank customers praised the price they were offered on renewal, the payouts they’d received and the double Nectar points deal. But a few others were unhappy with the service. There are 3 types of cover for cats and dogs and one level for rabbits, with policies underwritten by Pinnacle Insurance.	View deals
★★★★★	66%		Legal & General no longer offers pet insurance to new customers after being bought by LV= in January 2020.	View deals

Customer satisfaction ratings methodology

In December 2021, we ran a customer satisfaction survey on insurance providers; 1,010 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.

Written by

Liz Edwards

Editor-in-chief

Liz Edwards has been a consumer writer and editor for more than 20 years. She led award-winning teams at the campaigning publisher Which?, and has covered a range of consumer rights and personal finance topics including pensions, credit, banking and insurance. Liz has appeared frequently in national media such as The Sun, Metro, HuffPost and The Independent. She loves to cut through waffle to give consumers the real lowdown. And she loves puns. See full bio

Liz's expertise

Liz has written 106 Finder guides across topics including:

• Consumer rights and protection
• Saving money
• Buy now, pay later
• Insurance
• Consumer trends