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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 1st December 2022

159

Anonymous

Anonymous // 01/01/2019

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

“Poor Customer Service. Any excuse to get out of paying for claims. The very definition of a mixed breed is 2 or more breeds, but Waggel decided it has to be 3 breeds to get out of paying?!”

Hi, I am sorry to learn of your dissatisfaction. We class two breeds as a cross breed and when a dog comes from more than two breeds or you have no knowledge of your dogs breed, this is classed as a mixed breed. When going through the quote flow process, this is explained in the section where you have to select your pets breed. If you would like to discuss this further, please do not hesitate to contact us. Kind regards, Mareia

“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

“They are like most other insurers, they will look for any technicality so that the don't have to settle in your favour. For example Our vet noticed the dog had a misaligned tooth when being spade. The vet advised the date for the Op to be later because of the anaesthetic. Because this was more than 3 three months after they noticed it. (by a couple of days) Waggle declined the claim. It seems Waggle are not interested in the advice of the vet.”

Hi Shaun, I am sorry to learn that you are unhappy with your claim outcome. Can I please ask you to log into your Waggel account and dispute this. Once this has been done, we will have the claim reassessed. In the meantime, if you have any questions, please do not hesitate to contact us. 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

“I was looking to change my pet insurance to Waggel, price seemed competitive and cover fantastic. HOWEVER on querying ‘pre existing condition’ due to my dog being 8th old and therefore at vets on odd occasion for stomach bug or injured paw, I was told they would only assess any pre conditions upon making a claim. I asked if I could send a list from vets if all prior visits however this was not possible. Such a shame as prevents you leaving your current insurer (who I have been with for 8yrs with no problems just increasing premium) and using someone new. Unfortunately I am too suspicious of insurance companies to just ‘wait until I need to claim, as I am sure most illnesses could be linked to a previous sickness or injury”

Hi Karen, I am sorry to hear that you are dissatisfied with the service provided. Are you able to email me any conditions or symptoms which your pet has visited the vet for in last 8 years. I will have our head of claims assess any relevant exclusions which may apply. My email address is complaints@waggel.co.uk. Kind regards, Mareia

“This is appalling. I told you NOT to pay this as this claim is not complete. And whilst my dog is dying you are already suggesting the removal of her tumour is not covered you should be ashamed of yourselves and this utter shambles.”

Hi Mark, As per our conversation, we have obtained the invoice directly from your vet. If there are any additional treatments which you need to claim for, you can submit these as continuation claims and do not need to pay any further excess. If you have any questions you can contact me directly at complaints@waggel.co.uk. Kind regards, Mareia

“I have been paying for Waggle insurance for over a year now, as initialy when we got our dog they seemed like a good company, with modern values and a good offer. As time went by I realised that the insurance is pretty much useless. Excess contributions minimum mean that most problems requiring a vet visit will end up costing £100-200, which is under the excess, and so cannot be claimed. So far there was never something that we could claim for, which doesn't mean we haven't found ourselves with vet bills that created financial burdains when payed. Recently our dog has developed a few behavioural issues that started becoming of increased concern, and after consulting with a trainer and qualified behaviourist we have started expensive training to ensure our dog is healthy and happy and won't get hit by a car or get in trouble. Unfortunately, althoug Waggel say they cover behavioural treatment, they are refusing to help us with covering part of this training, because we have not consulted a vet to refer us to this. Honestly, non of the dog owners I have met so far have consulted with a vet before consulting with a trainer/behaviourist first, when encountering such issues, and so for the one time I actually thought this insurance could help us in reducing a substantial financial burdain, it has proved useless once again. I would highly recommend avoiding this useless insurance, which is simply money down the drain with no actual coverage that is useful except in extreme cases.”

Hi Guy, I am sorry to learn that you are unhappy with the service provided by Waggel. Here at Waggel we allow our customers to choose their own excess when setting up the policy. This is so that the policy is tailored to their own budget and needs. Our customers have the option to contribute nothing towards a claim or anything up to £250. Please note that excess is not due for each claim submitted and instead is for each condition claimed for, per policy year. For example, if you were to claim 10 times in one policy year for the same condition, you would only pay the excess once. I can see that you have not actually submitted a claim yet for the behaviour training. can I please ask you to log onto our website and submit a claim, once this has been done we will have a customer champion assess your claim. If you have any questions regarding this, please do not hesitate to contact us. Kind regards, Mareia

“How can a cowboy company like this still operating in UK ,what a scam company ,DO NOT INSURE with them they take all your money and when you try to claim in the future they just simple avoid ,this happen with my daughter's wonderful dog who passed way in a car accident ,the right word to describe this company is MONEY SHARKS ,the government should ban cowboy companies like this ,go to a trust company like direct line ,like me so far so good ,good lucky everybody”

“Appalling really. But I am pleased that Bonnie's account will now be paid for, thank you. I have a query, you mention urinary tract issues will be excluded, why is this? I know her kidney crystals are excluded, I noted this at the start of my policy, but what has this to do with her urinary tract? Denise and Bonnie Young”

Hi Denise, I am happy to hear that your claim has been accepted, and the money will reach your account within 3 working days. The exclusion has been placed as Bonnie is noted to have experienced crystals in her urine prior to your policy with Waggel. This being said, we still encourage you to submit all claims and each will be assessed on a case by case basis. If you have any further questions, please do not hesitate to contact us. Kind regards, Mareia

“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

“I am not impressed with your communication whatsoever. I have now left 2 ansaphone messages with my contact number and it says you will call me back….. no one has called. It’s a good job it’s not urgent! I called and spoke to Stacey on 6/3/22 informing her of a possible claim and she said we can talk it through but no one has rung me to do so. I have now submitted a claim on line to go forward. There is never anyone at the end of your phone, it’s like someone is doing business in their bedroom and it is not professional!”

Hi Jane, I can see that you attempted to contact us at 7pm yesterday, however our operating hours are Monday to Friday 9am- 5pm. Any contact made out of these hours will be responded to the next working day. I can see that you received a call back from one of our Customer Service Representatives today, if you need any further assistance we are more than happy to help. Kind regards, Mareia

“Paid them £80 a month for a year but can’t get a bill for £250 covered. What an absolute con.”

Hi Sarah, I can see that your claim for your dog was accepted, however your excess was more than the claim amount and therefore no payment was due. If you would like to discuss this further please do not hesitate to contact us. 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

“The spent amount for the sickness of Coco is not 155.91 pounds only, in total it is 280.91. I should receive 80.91 pound back. You need to contact to two different vets as noted - regular & emergency”

Hi Ceyda, Thank you for getting in touch. The additional invoice has been approved and processed under a separate continuation claim. If there is anything else that we can help you with, 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”

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Waggel is rated 4.6 based on 2,088 reviews