Waggel Reviews

Name: Waggel
Address: Waggel Limited, WeWork, 131 Finsbury Pavement, London
Rating: 4.64

4.6 Rating 2,089 Reviews

92 %

of reviewers recommend Waggel

Company Reviews

Metrics

Info

4.6

Based on 2,089 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

Lesley Robertshaw-Brennan

159

Anonymous

Anonymous // 01/01/2019

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

“Poor. Like all insurers their focus is not to pay out when a claim is made.”

Helpful Report

“Just seen the t.v advert for Waggel 'pet' insurance, so I went to try and get my birds covered. No surprise that when they state 'pet' , what they actually mean is cat or dog ONLY! I wish companies would be clearer, because you can't insure my pets and yet your advert just told me you could!”

Helpful Report

“They charge a large price and say they embrace innovative treatment for pets but when it comes to paying out THEY SUCK”

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“Sadly, your failure to reply to my query leaves no option but to give a poor review. I am still waiting!”

Helpful Report

Hi Catherine, sorry that you didn't get a timely reply. We checked our tickets and couldn't find a message from you. However, your Customer Champion will be in touch with you to see how we can help.

“My experience with Waggel has just proven that insurance is a lot like betting. They bet my pet will not need their services while tempting me with stories of how they saved the day and I bet my pet will need their services to cover medical care that may be very expensive. My claim with Waggle, (incidentally the only insurance claim I have ever made over 40+ years of having a pet), began in September and took two months to be denied. All through the process, it was up to me to chase up Waggle and the vet. Waggel blamed my vet for taking so long to send the paperwork but never bothered to chase them up. I had to call Waggle to get them to do the chasing. In the end, because I had taken her to the vet for a new pet check up 11 days after adopting her, my claim was denied and any further claim associated with her entire respiratory system will be considered a "pre-existing condition". Also, because my dog is adopted and the two vets I use have differing opinions as to her age (one says she is about 4 and the other says she is about 5), it has been implied that I have lied to Waggle and thus my premium will now be increased. What I find the most interesting about Waggel's claim to be different and their multiple five star reviews is that the press you very, very hard to review them as soon as you have purchased a policy. Selling me the policy and taking my money was indeed 5-star easy. Leaving me thousands of pounds of essential medical treatment (which, contrary to their text message I did not see coming) and increasing my premium rates a 1-star experience. Don't be taken in by their cute terms for things such as "customer champion" or discount offers on buying luxury dog jumpers, Waggle is an insurance company first and foremost. They make their money in getting you to buy premiums and denying you coverage. Before you say but they paid for my dog's life saving surgery....think about Vegas. Of course casinos have to let people win now and then, otherwise it would be bad for business, ultimately they make such a profit that paying a few claims to encourage more customers is how they work. So, my experience has been disappointing. Had I waited three more days then maybe they would have paid the claim made eight months later.... maybe not. Either way, I think my monthly premium is best kept out of their pocket.”

Helpful Report

Hi Marian, Thanks for taking the time to leave this review - although of course we're sad to see you're unhappy. I understand that the situation can be frustrating, all the more so given how much we love our pets. I would like to stress however, that there are various rules and regulations when it comes to insurance (that are all detailed prior to purchase and in follow up documentation) that we - as an insurer - obliged to abide by. This includes things such as the 14 day warm-up period which is an essential step in fraud prevention. This warm-up period basically means that a condition cannot be - in the opinion of your vet - present in an animal within 14 days of taking out a policy. This prevents people from taking out insurance purely to cover the cost of a medical bill they've encountered, as if insurance companies let people do this, every pet owner would be paying massively higher premiums to avoid every insurance company handing out free money and going bust immediately. The important thing to note here is that insurance is supposed to act as a safety net, or security blanket for you - protecting you from unexpected big costs. The 14 day warm up period, and pre-existing conditions help to keep your price down by limiting your coverage to these unforeseen costs - it isn't just free money that anybody can claim - however lovely a free NHS for cats and dogs sounds! To be clear - I'm quite sure nobody is suspecting you of lying - we just need to take the latest information from your vet and if your vet has specified that in their professional opinion a dog is older than claimed, we simply need to update our records, which can affect the price (up or down). It isn't about attributing blame or accusing anybody of lying, it's just us taking the latest professional opinion and correcting our details to insure you're covered and that we ourselves are acting appropriately and in accordance with the regulations we are bound by. Anyway, my intention isn't to tell you you're wrong - I am just trying to give you some insight into how we - and other insurers - make decisions around claims. I truly believe we at Waggel (as genuine pet owners) have done our very best to offer a quality product at a great price and we do have a lot of 5 star reviews from members specifically calling out how happy they are with how we've dealt with claims. In order to keep that price great, we need to keep things fair. If you'd like to discuss this further, please feel free to give us a call and I would be happy to speak with you personally. Ross - Co-Founder & CXO.

“Easy to set up but terrible when you make a claim! Try to worm out if paying even a relatively “small” for an accident that they even claim they would cover on their website. Pay more for a trusted company!”

Helpful Report

“Wouldn’t help me as my dog had a similar condition a year prior (a time when I wasn’t with waggle) and they say now it’s a pre-existing condition which I disagree with. Wouldn’t give 1 star after how I’ve been made to feel”

Helpful Report

“Not enough cover was taken out for our new and first puppy. Difficulty obtaining a phone number to speak with someone to get advice or help. Now left without enough insurance to cover and accident that has happened only a month into the policy. Told categorically nothing could be done by online chat, leaving us very upset and worried”

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“I can't answer this question as I have only paid one premium and have yet to use the insurance. This question is not helpful and appears to be a very annoying form of marketing.”

Helpful Report

Hi Mandy, apologies that this question annoyed you. As a growing company, we are always looking to get feedback to improve every aspect of our service. We do our best to balance this without being intrusive hence why this review is optional and can be skipped. If you’d prefer not to receive these types of emails going forward you can opt-out of marketing communications via My Insurance (top right). Regards, Andrew (CEO & Co-founder)

“Very poor. The website barely works for me, on multiple devices. I have to clean my browser cache on chrome to even be able to see any data on there, and I very rarely get to view the page that shows me claims. Furthermore, I've been waiting over a week for a claim to be paid out with zero contact. They finally try to call me and I miss it by minutes, with no message left. I had to google the number to find out who it was! Upon calling back, you have to sit in silence for around 30 seconds before it connects, then you have a computer telling you to request ANOTHER call back. Waste of time and money!!”

Helpful Report

“Refused to pay insurance claim and dreadful customer service.”

Helpful Report

Hi Dominic, I speak for the whole team when I say we were extremely disappointed to see your review. We pride ourselves on providing fair service and being transparent when we have to give bad news, as was the case with your claim. As your Customer Champion made you aware, your claim was for a pre-existing condition - as made clear by your vet. Insurance policies don’t typically cover conditions that have arisen prior to you taking out insurance, as was detailed to you in your policy documents and highlighted during the quote procedure prior to purchase. If you need me to explain to you in more detail what a pre-existing condition is I would be more than happy to give you a call and talk you through it. In regards to customer service, we were equally disappointed and confused by your remark. One of our Customer Champions got back to you the very next day after you reached out to us in the evening. I understand it can be difficult when faced with a unexpected bill, be that for a pet’s medical needs or otherwise but we are obliged to provide fair and consistent service to each of our customers. Paying out invalid claims wouldn’t be in line with our obligations nor our principals as a business. Hopefully once you‘ve had time to reflect you will revise or remove this review, and if not, all the best for the future. Ross - Co-Founder.

“Had a policy with them for my 2 year old cat. Never made a claim. My renewal was 15% higher! I contacted them and they said based on my cats age (now 3) and vets are charging more. Not to be believed. Cancelled my policy.”

Helpful Report

“Don’t bother going with this bunch of pirates! Changed card details, asked if they can change the payment date but they refused! Apparently they can’t, or won’t, do it but are happy to suspend the account and keep retrying the card until it goes through!, incurring charges with the bank count every time, not that they care about that!”

Helpful Report

“I am not happy. I have no policy number and it seems impossible to get in touch with you. Not good 👎”

Helpful Report

Hi Cynthia, We don't actually deal with policy numbers, we just use the pet name as a reference (we've found that most of our customers appreciate the simplicity of this). In regards to being impossible to get in touch with, we're available on chat via the website and over the phone Monday to Friday 9-5:30pm. We do try to pick up urgent issues over the weekend though. How did you reach out to us? I can't find any record of your support ticket. If you'd like to get in touch via the website and I'll do my best to give you a hand. Thanks Richard

Waggel is rated 4.6 based on 2,089 reviews