Are pet insurance claims keeping pace with customer expectations?

26 January 2026

Pet insurance claims often reveal a gap between technical policy compliance and customer experience, especially during urgent veterinary care. Administrative fees, set by veterinary practices rather than insurers, are increasingly common and can surprise owners after treatment, undermining perceived value and trust. Experts stress that under Consumer Duty, insurers remain responsible for customer outcomes and should design claims processes to minimize friction, improve transparency, and guide customers proactively. Rising treatment costs, specialist care, and practice ownership changes add pressure on premiums and claims handling. Complaints to the Financial Ombudsman Service have increased, with many relating to the claims process rather than policy coverage itself. Insurers and industry bodies are focusing on process reforms, clearer communication, and digital claims management to ensure fair and predictable experiences for policyholders.

PIF joins Pet and Equine Insurance Association

26 January 2026

The Pet Industry Federation (PIF) has joined the Pet and Equine Insurance Association (PEIA) in a mutual membership agreement to strengthen collaboration between pet businesses and insurers. The partnership aims to share insights on how pet owners make decisions and improve communication around pet care, risk management, and insurance value. PIF will contribute its experience in codes of practice, while PEIA seeks to raise industry standards and help owners make informed choices. Both organizations emphasize the importance of supporting responsible pet ownership amid rising veterinary costs and changing consumer expectations. The collaboration also builds on PIF’s work with veterinary and welfare groups to promote animal welfare. Leaders from both organizations highlighted their commitment to clearer dialogue and long-term sustainability in the pet care ecosystem.

The Heartbreaking Economics of Dog Ownership: Veterinary Bills and Unforeseen Costs

26 January 2026

Owning a dog can lead to unexpectedly high veterinary costs, often exceeding what insurance covers, and placing significant financial strain on owners. Rising treatment expenses have forced some Americans to forgo necessary care or surrender their pets, contributing to higher euthanasia rates. Even routine care and emergencies can become costly, making financial planning essential for prospective dog owners. Awareness of these risks is critical before bringing a pet home. As veterinary costs continue to rise, the economic challenges of dog ownership are likely to increase. Responsible ownership now requires careful consideration of both care and financial capacity.