Waggel Reviews

Name: Waggel
Address: 2 St Helen's place, London, London
Rating: 4.62

4.6 Rating 2,102 Reviews

92 %

of reviewers recommend Waggel

Company Reviews

Metrics

Info

4.6

Based on 2,102 reviews

Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	Greater than 84%
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:

2 St Helen's place,
London
London
EC3A 6AB

Write Your review

Tell us how Waggel made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Waggel 5 star review on 8th September 2023

Sandeep Chauhan

Lesley Robertshaw-Brennan

159

Anonymous

Anonymous // 01/01/2019

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

“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 .”

Helpful Report

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!”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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!”

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

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!”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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

Waggel is rated 4.6 based on 2,102 reviews