Waggel Reviews

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

4.6 Rating 2,106 Reviews

92 %

of reviewers recommend Waggel

Company Reviews

Info

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

“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

“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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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 😂”

Helpful Report

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

“Unfortunately we will have to cancel. Had to take my dog to the vets within 2 weeks of taking out the insurance as he was vomiting. This cleared up by itself and I only visited the vets due to being nervous as a new dog owner. As I understood the 2 week clause I paid for this visit myself and made no claim. However 3 months later we had another visit to the vets due to a potential bowel blockage and needed hospitalisation, investigations and treatment. Waggel refused to cover the £1800 of vets bills as they said this was linked to the first visit, however much we knew it was unrelated. It's so far been a waste of money in our case and very disappointing. We will now either change to another company or have to save the monthly fee to put towards any future vets fees.”

Helpful Report

Hi Megan, I am really sorry to hear that you are unhappy with the service provided by Waggel. If you can please log into your Waggel account and dispute the claim, I will have our head of claims re-assess your claim and any exclusions that are on Claude’s policy. When disputing the claim, you will have the opportunity to explain why you believe the 2 instances and not linked and if necessary, we will contact your vet for their professional opinion. If you have any questions please do not hesitate to contact us. Kind regards, Mareia

“ABSOLUTELY TREADFUL JOINED WAGGEL WITH MY SERVICE DOG TAMMY KNOWING AT SOME TIME WE WOULD TRAVEL AND SHE WOULD NEED TO COME WITH ME SO FAR WAGGEL HAS HELP PAY NONE OF MY VET BILLS VERY VERY VERY VERY POOR I WAS RECOMMENDED BY A FRIEND PLEASE ALL WAGGEL INSURANCE BE CAREFUL OF RECOMMENDING YOUR FRIEND”

Helpful Report

Hi Helen, Thank you for contacting Waggel, Tammy’s claims have not been declined and we are still waiting on his medical history from the vet. We have called the vet and sent them several emails but are still to hear back from them. Unfortunately, until we do not receive this information from the vet, we are unable to assess the claims. Your customer champion has prioritised these claims and as soon as we have received the documents from the vet, Tammy’s claims will be assessed immediately. Kind regards, Mareia

“Impossible to unsubscribe. If you’re looking at this don’t tick yes to anything”

Helpful Report

Hi, At the bottom of our emails there is an unsubscribe button, if you click this you will be unsubscribed from receiving any future mail. Alternatively you can email me at complaints@waggel.co.uk and I will unsubscribe your email address. Kind regards, Mareia

“It was cancelled the night before and despite me contacting him it has not been rearranged”

Helpful Report

Hi Mandy, I can confirm that your policy is still active and is due to renew on 7th of July. I am unsure as to where the confusion has occurred, as we have no record of you contacting us. To discuss this further can you please email me at complaints@waggel.co.uk. Kind regards, Mareia

“If you require a full exam on the pet to show there is no pre-existing condition, you should say so when doing the marketing.”

Helpful Report

Hi Lijia, I believe there has been some misunderstanding, we do not require a full examination to show that the pet does not have any pre-existing conditions. However, we do require a dental check to be carried in the last 12 months if a dental claim is being made. This is because illnesses such as dental disease is a progressive deterioration of the teeth that develops over time. We ask for this dental check every 12 months so we can be sure there were no signs of dental disease/issues before your policy start date and so that early signs of dental disease can be picked up sooner, which is beneficial to your pet. If you have any further questions please do not hesitate to contact us. Kind regards, Mareia

Waggel is rated 4.6 based on 2,106 reviews