Consumer trust in private medical insurance (PMI) has increased in Fairer Finance’s latest customer experience ratings, recovering after a brief dip earlier in the year.
The Autumn 2025 Trust in Private Medical Insurance Index revealed that trust has risen by 0.71% since Spring 2025 to reach 58.55%, returning to levels last seen at the market peak in Autumn 2024.
The findings come from Fairer Finance’s ongoing study of 10,000 PMI customers, which has tracked sentiment since Spring 2023.
Claims satisfaction continued to be a major driver of improved trust.
Scores have increased by nearly 3% in the latest wave, contributing to a rise of more than 9% since Autumn 2023.
The research also showed movement in the trust gap between workplace PMI schemes and individually purchased plans.
While trust remains higher among employees receiving cover through their employer, trust in workplace schemes has fallen by almost 2% since Autumn 2024.
Meanwhile, trust among customers buying PMI directly or via comparison sites has continued to edge upward, narrowing the gap.
James Daley, managing director of consumer group Fairer Finance, said: “After a brief pause in momentum, it’s encouraging to see consumers’ trust in private medical insurance returning to growth.
“We’ve seen a number of providers in the sector embrace the Consumer Duty, improving the clarity of their communications and customer journeys – and this is now paying off in terms of trust levels as well.
“With the NHS still struggling to meet many people’s expectations, there’s clearly a valuable place for a private market for those that can afford it – and insurers are continuing to successfully capitalise on the opportunity.”
