Muddy Paws Pet Insurance Avis 46

Kept me up to date and claim came through in good time. They liaised directly with the vet so I didn’t need to do anything. Happy with them as a provider for my cat insurance.

Much easier form online , speedy service

We made one small claim and our premium went from £500 a year to £1500 a year. They take ripoff to whole new levels

We originally insured our dog with Vets MediCover, but in December 2024 our policy was taken over by Muddy paws. From that point on, everything changed — and not for the better.

Muddy Paws completely altered the terms of our existing insurance policy. Despite years of monthly payments, they now expect me to may for the full premium after our dog passed away, which is shocking in itself.
This is outrageous and something we have never encountered with any pet insurance provider before.

To make matters worse, they began chasing us for money one week after Belle died, insisting that we pay the outstanding premium.

The money they owed me for vet bills and chemo they have not refunded, as I owed them!

This whole experience has been incredibly stressful and deeply unfair. The lack of transparency, changing of policy terms, and unreasonable financial demands make this company impossible to trust.

I have never known a pet insurance company operate like this. In my opinion, this feels like an absolute joke.

Very good help and information from advisor Dawn in setting up the policy for our dog.

Absolutely abysmal. I recieved an email from them about my payments ending after 11 months, so I sent them an email 3 weeks ago to ask for information. Nothing. Now I actually cant be sure that I am still insured with them, and I am sure I will get the generic: "a manager will be in contact blah blah." I'm really not sure why it takes so much effort to get information from them. They never, NEVER, forget to take my money...

A joy to deal with. Having a person to talk to is so refreshing in this day of AI and electronic voices. Easy to claim from and quick to pay, you never know how good an insurance is until you need them. In my experience Muddy Paws are very good.

In my moment of blind panic with Vinny and his IVDD diagnosis the lovely lady on the end of the phone talked me through the process ahead and was so kind

Excellent and clear customer service.

Easy to deal with, and claims paid quickly with minimal fuss.

We originally insured our dog with Vets MediCover, but in December 2024 our policy was taken over by Muddy Paws (which we were unaware of) . From that point on, everything changed — and not for the better.

Muddy Paws completely altered the terms of our existing insurance policy. Despite years of monthly payments, they now expect us to continue paying monthly premiums for a full year after our dog passed away, which is shocking in itself. On top of that, they are now demanding 20% of the claim costs, even though we had already been paying premiums for over seven years. This is outrageous and something we have never encountered with any pet insurance provider before.

To make matters worse, they began chasing us for money before the claim had even been settled, insisting that we pay our share of the vet bill prior to them settling any claim. They then tried to shift the blame onto our vet, accusing them of withholding information — despite the fact that Muddy Paws had not even contacted the vet for information until after they started demanding payment from us.

This whole experience has been incredibly stressful and deeply unfair. The customer service we received has been down right apauling . The lack of transparency, changing of policy terms, and unreasonable financial demands make this company impossible to trust.

I have never known a pet insurance company operate like this. In my opinion, this feels like an absolute scam, and I strongly advise others to avoid Muddy Paws at all costs.

From starting a claim to the payment being sent directly to the animal hospital. It was very easy. When I did have a hiccup help was given with ease

I have not need there services .But pay a monthly fee..Unlike most they were affordable Very helpful whilst setting up account My dog is very fit and healthy .It's best to have insurance and not need it than need it and not have it .I hope if and when I need them the experience will be great

Friendly and easy to talk to customer service team - good advice given when deciding to renew or switch without pressure to stick.

Worst customer service ever. Instant rudeness from the guy on the phone when I called to ask why my direct debit had gone up by £5 per month without telling no explanation, to then be told it was renewed and that they had taken over from vetsmedicover. Was accused of being a liar when I said I had no emails regarding this hence my call, and there excuse was that because they didn’t get a bounce back I must have got them and not admitting to it! Needless to say cancelled straight away as could see there no point talking to someone so rude.

I’ve had a fantastic experience with Muddy Paws Pet Insurance and would highly recommend them to any pet owner. Their customer service is outstanding—every time I’ve called or emailed, the team has been friendly, helpful, and genuinely caring.

What really impressed me was how quick and smooth the claims process has been. Submitting a claim is straightforward, and I received reimbursements much faster than I expected. It’s such a relief during stressful times when your pet isn’t well to know that the insurance side of things is taken care of so efficiently.

Overall, I’m very happy with my coverage and the peace of mind it provides. Thank you to the team for making a potentially stressful process so easy and supportive!

What a rip off !!! Avoid.
Muddy Paws took over our " Gold" pet insurance company we had been using for 3 years, sadly we had to make a small claim.
The excess fee has rocketed from £90 to £150, and then they've taken an extra 20% excess fee for a " co-insurance" fee, the explanation given ... "Due to the age of your pet at the time of the treatment period being claimed, under the terms and conditions of your policy, you are responsible for 20% of the costs [after all other deductions have been made]."
Our dog is only 4 years old !
Definitely won't be using them when renewal due. Ridiculous excess fees, hardly worth claiming for what I got back !

Claim paid quickly with no fuss! Thank you for making a very stressful time less stressful.

Highly recommend

All good at the minute but only one month in of pet insurance. The purchasing of the policy was easy but the quality of the product can only be tested on need of use but great so far.

I have not tecived my documents yet in post