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Waggel Reviews

4.6 Rating 2,088 Reviews

92 %

of reviewers recommend Waggel

Company Reviews

4.6

Based on 2,088 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
On-time Delivery	Greater than 87%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

About Waggel:

We hate nasty surprises as much as anybody, whether it’s on the carpet when we get home or hidden away in a pet insurance policy. Waggel’s all-inclusive, Lifetime pet insurance policies have been designed to give you everything we’ll think you’ll need and more. We’re talking about one comprehensive, Lifetime, pet insurance policy that even covers dental care.
Designed by pet owners and vets, Waggel is here to save you thousands over your pet’s lifetime. Wave goodbye to hassle, hold music, and hating your insurance company - we’re backed by over 15 years of insurance experience and are here to stay.

Why Waggel?

So you’re considering taking out pet insurance but where do you begin when there are so many policies to choose from? We’re one of the UK’s leading pet insurance providers for many reasons but here’s why we think we’re a cut above the rest:
• We offer just one Lifetime policy with a range of coverage and claim contribution options so you can call the shots.
• Our pricing, policy wording, and claims process are simple and transparent because who likes complicated?
• We work directly with charities to support dogs in need
• You’ll also be assigned your own personal claims handler so you can track your claim every step of the way
• Excluding people and their pets isn’t cool - we cover dental care, diabetes, theft & loss, cancer and more

Visit Website

Phone:

01299 669955

Email:

hello@waggel.co.uk

Location:

Waggel Limited, WeWork, 131 Finsbury Pavement
London
EC2A 1NT

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Waggel 5 star review on 8th September 2023

Sandeep Chauhan

Waggel 5 star review on 26th March 2023

Lesley Robertshaw-Brennan

Waggel 5 star review on 16th March 2023

Bernadette Paterson

Waggel 5 star review on 2nd February 2023

Vanessa Reddicliffe

Waggel 5 star review on 18th January 2023

Jennifer Hunter

Waggel 5 star review on 20th December 2022

Waggel 5 star review on 1st December 2022

159

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“100 £ more than current policy with less benefits not good”

Hi Dave, Sorry to hear that you are unhappy with your quote, if you would like to get in touch with us we can discuss this further. Kind regards, Mareia

“Sadly I made the mistake of signing up- a month later I’m still being pestered with emails to sign up and they’re offering me 2 months free if I do. (Noreply email address of course!) Should have done this to start with , going to cancel my pet insurance and go elsewhere. Such a shame because it’s a nice concept.”

Hi Dawn, Thank you for signing up to Waggel. Can you please email me at complaints@waggel.co.uk and I will check if any promotions have been applied to your account. Kind regards, Mareia

“Patronising, fake empathy…made us laugh though”

Hi Michael, Here at Waggel, we welcome all feedback as it gives us a chance to improve our service. Are you able to provide us with more information regarding your experience. Kind regards, Mareia

“The results are in and the rumours are true! In unfortunate circumstances, my pup was involved in an accident which left me with a hefty bill for his care (900 quid ). Waggel made the process as pain-free as possible when claiming. Their advisors are ever so polite and willing to help, not to mention the online portal is so well made to help track the process from start to finish. For a first-time claim, I couldn't be happier with the result and my sweet pup got the emergency care he needed. You can tell the customer advisors are animal lovers too, pet insurance that truly works!”

“The app is easy to navigate, however it didn’t allow me to add some information i.e: that this is 3rd vets visit for this problem.”

“Customer service : got an email declining my claim tried to answer it , you can’t one way only . Phoned instead , no one is available leave your number we will get back to you . Yes three hours later . Your cat is allergic to the saliva of a flea hence he is poorly . Our small print clearly states your pet should NEVER get fleas and if he does your policy is null and void . £625 plus two years premiums . Oh yes and they said the vet found ONE flea on my cat . Left by another cat patient that day ? No waggel thank you .”

Hi Vincent, I am sorry to learn that you are unhappy with your claim decision and our customer service. As per the terms of your policy it is important to keep up to date with any routine treatments. Unfortunately, your pets medical records show that he has not had any flea treatment in the past and this may have prevented the dermatitis occurring. If you would like to discuss this further, please do not hesitate to contact us. I can see that you attempted to call us out of our operating hours and due to this there was no answer. However, as you have mentioned we always call our customers back during our working hours. Kind regards, Mareia

“Fell for their ‘we’re different’ they are not … won’t pay out, don’t waste your money people!”

Hi Claire, I am sorry to learn that you are unhappy with your claim decision. I can see that your claim was declined due to the condition being present prior to your policy with Waggel. As per the terms of your policy, we are unable to provide cover for any pre-existing conditions. If you would like to discuss this or have any further information to provide please do not hesitate to contact us. Kind regards, Mareia

“promote themselves as covering dental work for pets, but bury in their small print the very specific requirements that need to be met for them to cover said work. If you are going to sell yourselves on covering dental, you need to be more transparent about what requirements need to be met.”

Hi James, I am sorry to learn that you feel we were not transparent. When a customer purchases a policy with Waggel, they are sent an email which informs them that a dental check must be carried out within the last 12 months. This is to ensure that the teeth are in a healthy condition and there are no pre-existing conditions. Furthermore, this is also outlined on our website and within the policy document. If you would like to discuss this further, please do not hesitate to contact us. Kind regards, Mareia

“An email from waggel is also an email you can’t reply to . You phone and get the message there is no one available to take your call . Claim denied , if you look at the small print ! Waggel does suck and I will make it my business to trash waggel at every opportunity”

Hi Vincent, I am sorry to learn of you dissatisfaction. I can see that you have already spoken to one of our customer service representatives. Our phone lines are open Monday to Friday 9am to 5pm. You are more than welcome to contact us out of these hours and we will give you a call back during our working hours. Can I please ask you to dispute your claim outcome and we will have a different customer champion reassess your claim. Kind regards, Mareia

“Awful service! Do not actually cover what they advertise. Up to £1000 dental apparently...but when your dog requires surgery all of a sudden they find a loophole in their terms and conditions and refuse to foot the bill they are supposed to cover, in the event. No pre-existing conditions for my dog and a health check within the past year, just "mild dental staining" yet somehow not eligible. So if your dog has stained teeth...that is their loophole! Now have to refer this to the Ombudsman for independent review and pay a huge vet bill myself, even though my dog is insured! Would not recommend, insure elsewhere! TOTAL CON”

Hi Leon, I am sorry to learn of your dissatisfaction. You are correct in stating that Waggel cover dental treatments for up to £1,000. However, the dental condition must not be pre-existing, as this is not covered under the terms of the policy. You are more than welcome to dispute the outcome of your claim and we will have a different customer champion reassess your claim. Kind regards, Mareia

“Waggel take your money the run when it comes to claims. I paid £350 in premiums over a year. They the refused my claim for £580 leaving me in the lurch. They refused my claim for my cats hernia repair for an obscure reason. They should be called Wriggle not Waggel. Stick with Petplan who pay out 97% of claims. At least you won't end up paying the premiums and the vet bills anyway!”

Hi Gina, Thank you for your feedback and I understand your frustration due to your claim being declined. Here at Waggel we cover all claims, apart from things like pre-existing conditions and routine treatments, which is outlined in your policy wording. Unfortunately, your claim does fall within this category and therefore was declined. However, if you believe this to be incorrect you are more than welcome to dispute the claim and we will reassess it based on the additional information provided. If you have any questions, please do not hesitate to contact us. Kind regards, Mareia

“This company offered Amazon vouchers to join, payable around 60 days after joining. I joined on 09/12/21 with a start date 01/01/22 However with many phone calls, contact and failed promises the vouchers have not arrived. “Give it another month and another insurance payment and they will arrive.” No thanks. Any credibility and trust has gone, I cannot trust this company to pay out in the event of claim therefore I am cancelling policy. 31/03/22”

Hi James, Thank you for highlighting this and I am sorry to learn that this situation has occurred. As per the terms of the policy the Amazon vouchers are distributed by a third party company and unfortunately on rare occasions due to distribution delays it can take longer than 60 days. I will however be investigating this matter further. Kind regards, Mareia

“Too expensive 30 pounds a month premium”

“Highly dissatisfied, as Waggle takes ages to process claims, with the result of not paying. Very poor experience! Would never subscribe with them again. During nearly 1 year I only had two claims and both the same patterns, ie I ended up with the bill!”

Hi George, I am sorry to learn about your dissatisfaction. I can see that your claim has not been processed yet and this is due to a delay in receiving the information which we require from your vet. Once this has been received your claim will be assessed as a priority. Unfortunately, your first claim was declined due to the condition being pre-existing, as per the terms of the policy we do not provide cover for any pre-existing conditions. This is outlined on our website, as well as the policy documents. If you would like to discuss this further, please do not hesitate to contact us. Kind regards, Mareia

“I have given Waggel 5 stars although have not yet tried to claim from them. I did exhaustive research. Waggel were slightly more pricey of the affordable options, but there were a few that were much higher, and you get a much better deal with them as far as I can tell. When I needed to contact them it was easy and straightforward. At least one company we considered had zero contact options, and some others took ages- days or a week, to respond. I wanted an insurance that would not introduce a co-payment when my cat reached 9- which is next year. I would prefer to pay predictable amounts, even if premiums were a bit higher (though this wasn't the case with Waggel). I didn't want hugely high excess either- with Waggel you can choose from a sliding scale of excess, and just pay a little more in premiums if you prefer. It's a case of trying to figure out what works best for your own finances, and your expectations of your pet's needs, which to be honest is almost impossible to do. That's why we opted for assuming the worst could possibly happen, and we didn't want to be caught out as our cat is very precious. We took out a reasonably high, life time cover. Our pet is quite protected in that she doesn't leave our garden, or ever catch prey, but we want to protect her health as she gets older. I was also influenced by reviews. I really scoured around, and Waggel were consistently praised, for the good policies as well as their responsiveness and paying out too. They will pre-approve some treatments-which not all do- and it can turn out to be life-saving, if you have to make a decision to pay for very expensive emergency treatment but don't have the money up front (I read about this happening to a very distressed lady on another insurance site). They also offer vet video calls, and I found that although many do this, not all do. My cat is absolutely carrier and vet averse, so this would be super helpful at times. So, although some companies offer slightly cheaper insurance, it looked like a false economy that would cost an enormous amount more in the case of an emergency. I am just hoping that if we need them, they turn out to be as helpful as the existing customers have said.”

“this is the worst pet insurance I have had in 20 years of insuring multiple cats. they took 6 weeks to decide to give me nothing for my cats vomiting citing weightloss as the reason ----I did not mind but found it rather underhand. The worst part is their appalling service - they gathered info and then took weeks - claiming to have put a message with a question on their notice to me - THEY HAD JUST SAID THAT THEY WOULD BE IN TOUCH Also claiming to have phoned me - but they left no message and any missed calls I get I call back..... so they were lying or dont accept incoming calls. TOTALLY SHODDY SHADY UNDERHAND I had to notify my bank to stop further payments and tried to cancel but they blocked my access to the website! I tried to email and cancel my second cats insurance as I could not access my account ( BLOCKED DESPITE HAVING PAID THEM £27 THE PREVIOUS DAY) And the email address they gave is not valid and emails bounce back COMPLETE COWBOYS”

Hi Christine, Thank you for your feedback and brining this to my attention. Having investigated the issue, it appears that we resolved your claim within 13 working days and not 6 weeks. The claim was logged on 25th May and you received a response from us on 14th June. We aim to assess all claims within 14 working days however generally if all the information which we require is available we can process the claim earlier than this. Unfortunately, as your cat presented signs of weight loss within 14 days of the warmup period, we are unable to cover this claim. Our records show that your claims champion messaged you on 9th of June at 9:16am seeking further information regarding the claim, I do apologise if you did not receive this message however, I am more than happy to provide you a copy of this if you wish. I would like to apologise that you had issues accessing our website, I can assure you that we did not block your access and I will be passing your feedback onto our Tech Team who will be investigating where the error occurred. I can see that you have cancelled one of your cats policies, the payment was taken on 9th of June, however the policy was cancelled on the 14th of June. Although the policy was cancelled 5 days after payment was taken, we have refunded you full premiums paid for that month. In terms of our contact details, these can be found in your policy documents which were emailed to you at inception of the policy or can be accessed via your online account. Our customer service representatives are also available via live chat Monday to Friday 9am to 5pm to help answer any queries and can put you directly in contact with your claims champion. I have logged your feedback as a formal complaint and will be in touch with you in due course. In the meantime, if you would like to discuss this further you can email me on complaints@waggel.co.uk. Kind regards, Mareia

“Shocking to be honest. Promises of cover when signed up. Not delivered. Be warned. If you are taking out pet insurance. Avoid Waggel. First claim. No previous problems. Claim rejected.”

Hi Mark, We are sorry to hear that you are unhappy, however your pets medical records were assessed and the vet noted hernia the day after you purchased your policy with us. As this was noted within the warm up period, it would be classed as a pre-existing condition and unfortunately it is not something which we would be able to cover. As much as we would love to help you, like other pet insurance companies we have a 14 warm up period in place to prevent fraudulent claims being made. If you would like to discuss this further you can email me on complaints@waggel.co.uk. Kind regards, Mareia

“If our puppy has a litter one day does that mean I cancel the insurance with Waggle?”

Hi Ieuan, The policy would not get cancelled, but we would not cover anything pregnancy related. For example, if your dog needed a c-section or got mastitis when feeding the pups we would not cover for it. However anything not relating to the pregnancy we would still cover. If you have any further questions please let us know. You can email us on hello@waggel.co.uk or speak to someone via our online chats. Thanks, Mareia

“The proof of any good insurance company is when you come to claim. I had a ridiculous renewal quote from another firm, so I decided it was finally time to shop around. Waggel offered a sensible price, with a lifetime policy. Obviously, pre-existing conditions were excluded, but I wanted some form of insurance. After only 4 weeks into my new policy, my greyhound needed investigations for breathlessness and coughing. He's 9, and I was very worried about him. After blood tests and xrays, nothing sinister was found, much to my relief. I put in a claim on my new Waggel policy. Such a simple process - I just wrote down briefly what was wrong, entered my vet's details, that's it! Quick and easy, and online. Waggel kept in touch with me throughout, and my claim was paid. Both staff I spoke to were helpful and polite, and a pleasure to deal with. Changing insurers is a bit daunting, especially as Waggel are pretty new, but I've been really happy with my experience with them.”

Waggel 5 star review on 21st July 2020

“Hi. I was initially disappointed with Waggel when I was contacted about the claim in relation to it being seen from the notes that it was a pre-existing condition. This response and how it was communicated was at odds with the the dealings and perception of Waggle thus far. However, how you have now dealt with this by adding pre-existing to the policy and accepting this claim, has redeemed Waggle with me as not being 'like all the others'. Well done.”

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Waggel is rated 4.6 based on 2,088 reviews