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Waggel Reviews

4.6 Rating 2,088 Reviews
92 %
of reviewers recommend Waggel
Company Reviews Metrics Info
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
Read Waggel Reviews

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
Waggel 5 star review on 26th March 2023
Lesley Robertshaw-Brennan
Waggel 5 star review on 16th March 2023
Bernadette Paterson
Waggel 5 star review on 2nd February 2023
Vanessa Reddicliffe
Waggel 5 star review on 18th January 2023
Jennifer Hunter
Waggel 5 star review on 20th December 2022
Joan Lendon
Waggel 5 star review on 1st December 2022
Kathryn Lane
159
Anonymous
Anonymous  // 01/01/2019
Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Marian Austin
Verified Buyer
“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.
Karen Halford
Unverified Reviewer
“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”
Helpful Report
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
Mark Whitham
Verified Buyer
“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.”
Helpful Report
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
Mario
Verified Reviewer
“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”
Helpful Report
Anonymous
Unverified Reviewer
“They charge a large price and say they embrace innovative treatment for pets but when it comes to paying out THEY SUCK”
Helpful Report
Lois Au
Verified Buyer
“I have two mini dachshunds insured with Waggel and can’t recommend them enough. As a dachshund owner, there are so many grey areas involving insurance for their backs but insuring with Waggel has been completely straightforward (it’s fantastic that they do dachshund specific insurance!). One of my dogs was attacked by an aggressive Rottweiler recently and had to stay at the animal hospital for 4 days, resulting in a huge vet bill. Waggel were brilliant and not only covered the bill within a week, but checked up on us to see how our pup was doing! It’s nice to have a personal touch, especially when you’re going through the stress of one of your pups being ill. It’s also great to have access to so many discounts on essentials such as dog food, so we really feel like we benefit from the insurance even when our dogs aren’t ill. Thank you Waggel for taking such good care of our dogs - we no longer dread contacting our insurance company!”
Helpful Report
Anonymous
Unverified Reviewer
“Bit confused with Waggel. The website says it covers dental, behavioural issues, pre-existing conditions etc. It's one of the first things highlighted on their homepage. But now I've signed up and paid, the small print seems to suggest that it doesn't really cover these things. Dental treatment won't be covered unless a recent vet check (must have been done in the last 12 months) shows there were no dental issues. I don't think my dog had dental problems 12 months ago, but it is essential that i have proof from a vet to show that. Waggel say they cover treatment for behavioural issues, but again the fine print says that a vet must show that it is a recent change of behaviour that needs treating, and the behavioural issue is not how the dog would have acted 'normally'. I'm a bit concerned that it will be impossible for me to ever claim anything successfully, and that they lure customers in with shiny (but hollow) promises.”
Helpful Report
Hello, Thanks for becoming a Waggel customer, although it's unfortunate you have experienced some confusion. We understand there's a lot of anxiety around whether or not insurance companies will actually pay out for a claim which is why we pride ourselves on being fully transparent, so you can feel confident you know where you stand - hopefully I can clear things up for you. This might be a little wordy, but I'll do my best to keep it as short as possible! The way policy sub-limits work is that within your vet fees coverage (the amount you can claim per policy year) you are able to claim up to the amount of that sub-limit. This includes, as you pointed out, dental and behavioural issues. This means that even if you have £10,000 vet fees coverage, you can only claim up to £1,000 for dental treatment for example. We do this in order to keep your monthly premium affordable and our sub-limit amounts are chosen so that the majority of our customers never reach them. Separate to sub-limits there are "pre-existing conditions". These are conditions that have occurred prior to you getting pet insurance with your insurance provider. For example, a dog or cat is treated for a damaged tooth and you then take out insurance, that insurance policy won't cover that tooth. The reason for this is that monthly premiums are calculated according to the likelihood of that particular dog encountering a new issue within the period of the policy. In your particular case, as you highlighted above, we do require a vet to have checked your dogs teeth within 12 months prior to a dental claim. This is in order to establish the onset date, so that we can be confident that it occurred during your policy period and therefore we can pay the claim. This is pretty standard across pet insurance (and human health insurance again). Anecdotally, as a dog owner myself I discovered when I asked my vet for a dental checkup on my Golden Retriever, Sailor, for the same reason as you highlighted above, it turned out every time we've gone to the vets they've performed a dental check - for free - and put it on record so that I'm able to claim for any dental treatments. You may find your vet has been doing the same, and if not you can ask them to. If it turns out there's no pre-existing dental conditions then you can feel happy and confident that you're covered. The same goes for behavioural - it's really not there to screw customers, it's purely there to ensure that our customers treat us as fairly as we treat them. If there's nothing on record showing a dog has behavioural issues, then your vet won't have a problem specifying that in the event that you need to claim. All of this information is available prior to purchase - I can assure you there is no luring in of customers or smoke and mirrors being deployed to hide the above. In fact, all of the above can be easily accessed by clicking "Find out what this covers" during the quote process - at the step where you choose your vet fee coverage. I hope that's provided the clarity you hoped for, if not we do proudly offer the ability to cancel any time if you're not happy and please do feel free to contact us via live chat or phone if you'd like any further information - ask for me personally and I'll be more than happy to speak to you directly. Ross Co-Founder & Chief Product Officer
Katie Smith
Verified Buyer
“Waggel has made everything from the signing up to claiming Ridiculously simple, clear and straight forward. I have recently made several claims and within a few clicks I have completed my part of the claim - gone are the days of faffing with paper forms and outdated processes. I have complete confidence that my beloved doggo is protected and should anything happen they have got her back. I have also really enjoyed receiving discounts on food and other products which have saved me loads of those bills.”
Helpful Report
Warren Whitaker
Verified Reviewer
“Been insured with Waggel a few years now never claimed before my dog has Leishmania now. Spent atleast £1400 on treatment waggels dismissed the claim say our underwriters will not pay. Absolutely disgusting my dog was a rescue form Spain never thought she end up with this disease. Would not recommend Waggel to anyone.”
Helpful Report
Hi Warren, I am sorry to learn that your claim was declined. As per the terms of the policy, we do not provide cover for Leishmania, and this is outlined within your policy document. If you would like to discuss this further, please do not hesitate to contact us. Kind regards, Mareia
Shaun O'Kane
Unverified Reviewer
“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.”
Helpful Report
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
Maria Joao De Oliveira Cotrim Faria
Verified Reviewer
“Beware, pet owners, that Waggel is the same as the other companies. They are about profit. Don't pay any pre-existing conditions. Dont get into the trap of subscribing for them, waste of money and time. Stuck with your existing insurer, even if Waggel offers a better deal. Don't fall in "love" with Waggel publicity.”
Helpful Report
Hi Maria, I am sorry to learn of your disappointment. Unfortunately, we do not provide cover for any pre-existing conditions, and we make our customers aware of this before they purchase a policy. We outline this on our website, during the quote flow process and also within the policy document. If you would like to discuss this further, please do not hesitate to contact us. Kind regards, Mareia
Guy Naor
Unverified Reviewer
“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.”
Helpful Report
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
SN
Unverified Reviewer
“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
Geoff Hills
Verified Buyer
“Very impressed with your company profile. My only concern, and maybe you may want to review this, is your “standard clause” about not covering any claims for the first 14 days. While this is understandable and probably desirable to stop fraudulent claims, your competitors (Bought By Many) waive this clause on condition that there is no gap between insurance. I have decided not to go with Bought By Many as it’s hopefully a lifetime commitment to a lifetime policy and I want to choose my dogs cover carefully but, I would rather be without risk for 14 days. Maybe, when taking new (puppy) clients who have had breeders 5 week cover you could try and match Bought By Many for dogs less than 3 months.”
Helpful Report
Julian Abbot
Verified Buyer
“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
Nikita
Verified Reviewer
“There are a lot of reviews here that talk about great sign-up experience and a lot of people wondering what is claims process like. Well... I know now :) It is equally smooth. No need to do any paper forms, scanning invoices or anything like that. You simply provide description of the condition, date, amount and vet. practice. They take care of the rest. Very transparent. Just awesome. And if you have got any question there is a nominated person for each claim you can chat to.”
Helpful Report
Ian Bethwaite
Verified Buyer
“From initially purchasing what we viewed as good value and comprehensive lifetime insurance(you never know until you have to make a claim!) for our puppy through to superfast verification of claim with our vet and settlement..... just awesome service & support Thank you Waggel Second handled as first, BRILLIANTLY Thank you Waggel again Behavioural Consultation with Junior Hudson extremely useful & the fact we can use the service again is a real bonus He delivers advice clearly and precisely Thanks again Waggel & Junior”
Helpful Report
Andy
Verified Reviewer
“I find it unbelievable that you cannot claim for anything in the first 14 days yet waggel charge you for these 14 days. My puppy got ill 8 days into the policy and vet details to show this yet it’s classed as pre existing. How on earth is that pre existing?! So a dog gets hit by a car what happens then? That certainly isn’t pre existing is it! Shocking service, don’t use!”
Helpful Report
Hi Andy, I am sorry to hear of your dissatisfaction. Like most pet insurance companies, we have a 14 day warm up period where claims cannot be made. We outline this information on our website, so that customers are aware of this prior to purchasing their policy with Waggel. The full terms and conditions regarding the 14 day warm up period and pre-existing conditions can be found within your policy document. If you have any questions, please do not hesitate to contact us. Kind regards, Mareia
Lesley Robertshaw-Brennan
Verified Buyer
“Ok so far for registration 👍🐶 Thank you.”
Waggel 5 star review on 26th March 2023
Helpful Report
JB
Verified Reviewer
“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?!”
Helpful Report
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
Waggel is rated 4.6 based on 2,088 reviews
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