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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

“I have raised an issue with my contribution being calculated incorrectly and despite being told it’s fixed, it’s still wrong after my last claim being approved.”

“I chose what seemed the best. It had great reviews. I selected the most comprehensive policy at £33 per month. My cat did have a history of digestive issues, but these had been vomiting and diarrhoea which there were generally reasons for. However on this occasion she only vomited once, bile, and no diarrhoea. She had an obstruction according to the emergency vet, who did many x rays, then operated on her saying it was necessary. we had no choice but to trust them. This cost £4000. We thought it would be ok since we had insurance, but we had to find the £4000 up front because 'pre authorise' literally means nothing. Don't be fooled by it. In an emergency your pet cannot wait days for a decision. So our precious cat had an operation, and it was incredibly stressful- she is a rescue and vet phobic. She recovered. Then we got the message that they closed the claim because according to them having had vomiting and diarrhoea is the same thing as an operation for an obstruction with no diarrhoea and only one small vomit. They are barely similar. Do not trust Waggel, it is all hype. Additionally it was not possible to contact them directly to discuss this. I managed with difficulty to find a phone number. This did not work. Then I tried the chat function which claimed o be open. But the input field was inactive and you cannot send a message. Be assured- they do not want to hear from you and now you know why. For the life of me I cannot find a policy number but I did find this - Waggel if you happen to see this, NFGBA7X.”

Hi, I am sorry to hear that you are unhappy with your claim decision, and I hope your cat is doing well. Unfortunately, here at Waggel we do not cover any pre-existing conditions, however if you believe that the condition is unrelated to the previous incident, then you are more than welcome to dispute the claim and we will have a different customer champion reassess the claim. In terms of contacting us, we have a telephone line, chat function, as well as an email address. If you would like to email me directly at complaints@waggel.co.uk I can personally have a look into this matter for you. Kind regards, Mareia

“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

“arketing… Please DO NOT believe all the marketing hype (or more frankly b******t) from the owners. They like to tell you how "different" they are to other insurers - the only difference is how you'll get offers for wine clubs, pet products etc etc on which I'm sure they get a commision. When it comes to the important bit, renewing the premium, you'll find they are like many other insurers, you will get massive increases. My dog is just over 2, a cross breed, perfectly healthy, has all his boosters, neutered and chipped and we have made NO claims. Guess what, the auto renewal premium went up just under 30 % !!! Absolutely shocking, when I spoke to them their attitude was basically tough, take it or leave it. I checked some of the other reputable insurers and got quotes for the same cover for just over half what Waggels renewal was. So, if you want wine club offers and "cheap" pet product offers, go ahead. But if you dont want your premium to increase by 30% for a healthy 2 year old dog, don't. Seriously please do not believe the marketing hype - they are not different”

Hi Rowland, We are sorry to learn that you are unhappy with your renewal quote, however I believe that there has been some misunderstanding. I can assure you that your dogs renewal price has not increased by 30%, this would be unfair to our customers. For this precise reason we have a cap on our renewal calculator, so that it is not able to increase policies past a certain percentage. Prices are increased gradually upon renewal each year, so that when your pet does get older and may require more medical attention, there are no unpleasent price hikes. I will email you further details regarding your pets renewal quote. Kind regards, Mareia

“Absolutely no point in having pet insurance you'd be better off sticking some money away in an account and paying in each month! Waggel simply look for excuses not to pay out. How can you be 100% alert or never ever let your dog off the lead for a run. An excuse will always be found not to pay out as accidents happen as we are human and make mistakes. In my case it was a boy racer in a usually quiet spot. I'm so lucky it wasn't more serious. They are also going to decline our claim for treatment as our pups first season went on for many weeks. She needed painful injections to bring her out of it. Waggel say we should have had her dressed before her first season and that the vets notes said we hadn't decided whether to let her have pups. Even though the vets notes will also say, because of this situation, we were going to have her dressed once things had settled. Sadly I would also say be very careful what you tell vets as honesty is not valued. Before we made either claim our monthly premium was going up £5 so really what is the point.”

Hi Julie, Thank you for your feedback, we are always looking into ways to improve our service and on this occasion I am sorry to learn that you are unhappy with your claim decision. As per the terms of the policy you must always ensure that reasonable steps are taken to keep your pet safe. However, this being said we understand that accidents occur, and we will have a different customer champion reassess your claim, taking into account any additional points you may have. When assessing claims we take into account what is stated on the pets medical history and any comments made by the vet. I can see that you have submitted a second claim today, this is yet to be assessed and therefore I would be unable to comment on the outcome of this. If we require any further information from yourself, we will be in touch and I hope your pup is doing well. Kind regards, Mareia

“I had a terrible experience. After paying premiums on my 2 pets for 2 years they refused a claim putting my pet at risk I have read the policy and we are covered. They recognised my number and they refusing to take the calls or calling me back. Very disappointed”

Hi Laura, I am sorry to learn that you are unhappy with your claim decision. I can see that you tried to call Waggel at 9:45pm, however our lines were closed. Our operating hours are Monday to Friday, 9am – 5pm. I understand that you received a call back this morning and were satisfied with the information which was provided. If you have any further questions, please do not hesitate to contact us. Kind regards, Mareia

“There are at least two grave problems with Waggel. Firstly, Waggel helped itself to money out of my bank account after I twice ordered them not to do so. Secondly, Waggel's insurance policy does NOT cover most of the latest veterinary treatments which are available from vets.”

Hi George, Apart from pre-existing conditions, here at Waggel we cover most conditions and also provide complementary behaviour treatment. Our customers have a range of services available to them which include 24-hour free vet calls and access to a nutritionist. As per any insurance provider, payment for your policies were acquired whilst they were active. However, once you explained that you wanted to cancel your insurance, as a good will gesture a refund for that months premium was processed. We wish you and your furry friends all the best and if you have any questions, please do not hesitate to contact us. Kind regards, Mareia

“Received our renewal for our 1-year-old cocker spaniel. Shocked to get 25% increase on last year, with one minor claim for £40. Called them to see why and couldn't get any real justification for such a hike in price. Beware to anyone else”

Hi Ian, I am sorry to learn that you are unhappy with your renewal quote. Price increases are based on 3 factors, the age of the pet, the breed and the number of claims made. We usually increase premiums slightly each year, so that the policy is affordable throughout the lifetime of your pet. If you would like to email me at complaints@waggel.co.uk and I will investigate your policy and see if there is anything which we can do to reduce the premiums. Kind regards, Mareia

“Don't believe their false advertising, happy to take your money but not happy if you make a claim”

Hi Michael, I am really sorry to hear that you are unhappy with your claim decision. As per the terms of your policy, we are unable to provide cover for any pre-existing medical conditions and this is also outlined on our website. Unfortunately, your pets medical history stated that he suffered from the condition prior to your policy with Waggel. If you believe this to be incorrect, you can dispute the claim and we will be more than happy re-assess it. If you have any questions regarding this, please feel free to contact us. Kind regards, Mareia

“Really slow response. Our dog had eye issues and needed both eyes removed due to a tumour and glaucoma. Our claim was turned down to do an appointment we had at the vets 4 days before the policy started, 18 months ago showed he had scratched his eye when digging in the garden. This appointment for his scratched eye, they say means he had no cover for eyes on his insurance.”

Hi Lorna, I understand your frustration at your claim being declined, however as per the terms of your policy we are unable to provide cover for any claims made within the 14 day warmup period. Your pets medical history states that the symptoms started within the first few days of your policy with Waggel. If you believe this to be incorrect, you are more than welcome to dispute your claim decision and we will re-assess the claim. If you have any questions, please do not hesitate to contact us. Kind regards, Mareia

“When we moved to a new house,6 mile they said my policy had increased and this was based on postcode area. We live in the Highlands, the only vet in my ‘postcode area’ is the one we use!! There was no room for negotiation.”

Hi Pam, Sorry to hear that you are unhappy with the change in your premium. Our pricing model works on the closest vet in your postal area, rather than the vet which you are registered to. The vets in your new area are slights more expensive and this has resulted in a 90p increase to your monthly premium. If you have any further questions, please do not hesitate to contact us. Kind regards, Mareia

“The claims process has been slow, often without updates being provided (even if it's stuck on Waggel's end with the vet). We have also only just realised that the claims contribution you select up front is per condition, rather than a general threshold. This means that even though our vet fees have now passed the claims contribution threshold, we haven't been able to receive anything from Waggel, as we need to be past that threshold for EACH condition. No taken by their woke branding but lack of transparency.”

Hi Jecolia, Sorry to hear that you feel this way, however when obtaining the policy, during the quote flow process we explain how the claim contribution works (with examples) and this is also explained within the policy document, which can be accessed before purchasing the policy. I would like to apologise for the length of time it took to process your first claim, however we were waiting on the invoice from your vet which caused the delay. I can see that your second claim was processed within 10 working days, as we had all the information which we required. I hope your furry friend is doing well and if you have any questions or need any help please do not hesitate to contact us. Kind regards, Mareia

“Not happy at all. No liver issue with my dog in 12 years and no previous history or claim, £160 offered to cover a £669.81 bill I have already paid for removal of my dogs ingrowing eyelash with blood test, medication and a scan on the abdomen prior to the anaesthetic due to concern by vet of the pain medication given days before causing an inflammation issue. Absolute scam stating fictitious separate case to try to reduce payment as stating £250 excess now for each case, will be moving insurers”

Hi Stuart, I am sorry to learn that you are unhappy with your claim settlement. I believe your Claim Champion has been in contact with you and explained that we are more than happy to cover the full invoice, however the invoice which we receive from your vet is split for two different conditions. We have covered the eye condition, but we just need you to open another claim so that we are able to process the treatment for weight loss. If you have any further questions regarding this, you are more than welcome to contact me or your Customer Champion. We hope your furry friend is doing well. Kind regards, Mareia

“So far I have not had a good experience with waggle your website is not easy to use when you put in a claim it doesn't even recognise the simplest of things and then you say it will take longer because your system can't recognise the injuries or illnesses the pet may have. You have generalized the form so it makes it easier for you to opt out of having to pay.”

Hi Kesch, I am sorry to hear that you are unhappy with our claim form. We have made our claim form simple, so that it is quick and stress free for our customers to put a claim through. We then contact the vet directly, who confirm which treatment is being claimed for and the amount and we process the claim accordingly. If you have any questions regarding your claim, please let us know and we will be more than happy to help. Kind regards, Mareia

“Totally disappointed I pay out a monthly contribution and as soon as there's a problem I have to pay an additional £250 I will be looking for a new insurance company so disappointed as I did this was a respectable company”

Hi Michael, I’m sorry to hear that you are unhappy with your claim contribution, however this is something which was selected by yourself when the policy was arranged. Our customers have the option of selecting their own claim contribution to suit their needs and this can be anything from £0 to £250. As you opted to contribute a higher amount, this has resulted in your monthly premiums being lower than average. The claim contribution is paid per condition, rather than per claim. This means that if you were to claim for the same condition again, you would not need to pay anything. We hope your furry friend is doing well and if you have any further questions, please do not hesitate to contact us. Kind regards, Mareia

“An excess for every single issue is appalling and not mirrored by other providers.”

Hi Mike, We are really sad to see you and Thea leave the Waggel family. When purchasing the policy, during the quote flow process it explains how excess is paid per condition, per year. For example, if your pet was to go to the vet 5 times for the same condition you would only pay the excess once. If you have any questions, please do not hesitate to contact us. Kind regards, Mareia

“do not use this insurance, that try to get out of paying out, i have a kiyyen that was covered by them and i made a clame for an emergency vet due to diarrhea and vomiting and they declined the case clamibg it was an existing condition i nevrr said obe thing about being from the moment i had him it stated a cople of months ago and the vomiting was only a week ago”

Hi Sean, Thank you for you feedback, and I am sorry to hear that you are unhappy with your claim decision. Having assessed your kitten’s medical history, the vet has stated that he suffered from Diarrhoea in May, which is prior to your policy with Waggel. As per your policy wording, we are unable to provide cover for any pre-existing conditions. As you are dissatisfied with your claim decision, this has been logged as a formal complaint and the claim will be re-assessed by our head of claims. She will be in contact with you or your vet if further information is required. I hope Kobie is feeling better. Kind regards, Mareia

“I thought I was covered with waggle. They cancelled my insurance after they said they had emailed to tell me there had been an issue with a card payment. I received no email, and went to make a claim only to find they had cancelled without adequately letting me know. They had my telephone no. Why did I not receive a call or sms to let me know? Because they are a small inexperienced company, and I definitely would not recommend.”

Hi Colette, Thank you for you feedback. Having raised this with our tech team, our records show that we emailed you on 6 separate occasions throughout the month to inform you that your payment was unsuccessful and the date we would next attempt to take payment. Furthermore, our system also shows the exact date and time these emails were opened, and therefore from our part we are satisfied that we provided you with sufficient notice that your policy would be cancelled, and this notice was also received. If you would like to discuss this further or have any questions you can email me at complaints@waggel.co.uk and I will be more than happy to help. Kind regards, Mareia

“Not good! You have denied my recent claim on the basis of a pre-existing condition, but this is not the case. The symptoms are the same as before, ie diarrhoea, however, the reasons are completely different. All dogs get diarrhoea from time to time and Alfie is no different. However, on previous occasions it's been either that he's eaten something that he shouldn't, that he's had a bad reaction to flea or worming treatments, or that he's picked up a gastrointestinal bug which has upset his stomach. In each of these cases, a straightforward return to simple food and an isotonic food supplement has always sorted the problem in a couple of days. Non of these causes was relevant in this case. The normal gastrointestinal diets did not work and whatever we tried, the diarrhoea kept recurring. Although the symptoms were the same, non of the previous causes were relevant and to base your claim decision purely on similar symptoms is completely unfair. This current series of gastrointestinal problems Alfie's been having are nothing like anything he's had before. John Hansard”

Hi John, I am really sorry to hear that you are unhappy with our claim decision, are you able to send me an email at complaints@waggel.co.uk stating why you believe that the diarrhoea is not linked to the previous incidents. I will ask our head of claims to open a dispute and re-assess your claim. Kind regards, Mareia

“Says lifetime cover then only pay out max £2000 a year at £60 a month 😂”

Hi there, Our lifetime policies pay out a maximum of £10,000 per year, our customers are able to set their own annual limit according to their budget and needs. If you would like any further information regarding a lifetime policy, we’re more than happy to talk you through this. Kind regards, Mareia

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Waggel is rated 4.6 based on 2,088 reviews