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12 Signs a Customer May Not Fully Understand Their Pet Cover

When customers don’t fully understand what their pet insurance covers, the problems often show up later. A claim is made, something unexpected is not included, or a cost catches them by surprise. That can lead to confusion, complaints and poor outcomes for the customer, as well as conduct and compliance risk for the firm.

This free poster is designed to help pet insurance teams spot the signs that a customer may be unclear on what they are buying. It’s an easy resource to use in team huddles, onboarding, refresher training or day-to-day frontline support.

What's included? Download now

What's included?

  • A simple, practical visual guide for pet insurance teams to use in offices, contact centres and team discussions
  • 12 common signs that a customer may be unclear on key parts of their cover, including limits, excesses, co-payments, exclusions and renewal changes
  • The CLEAR check to help staff respond consistently: Check, Listen, Explain, Ask and Record
  • A resource that can support team huddles, new starter training, refresher sessions and everyday customer conversations
  • Built for firms that want to strengthen customer understanding, reduce the risk of future confusion and support better customer outcomes

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