Waggel Reviews

4.72 Rating 1,621 Reviews
95 %
of reviewers recommend Waggel
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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 has been designed to give you everything we think you’ll need and more!

* One comprehensive, lifetime pet insurance policy (we even include dental).
* Designed by pet owners and vets.
* Save thousands over your dog’s lifetime.
* No more hassle, no more hold music, no more hating your insurance company.
* Backed by over 15 years of insurance experience.

Visit Website

Phone:

01299 669955

Email:

hello@waggel.co.uk

Location:

Waggel Limited, WeWork, 131 Finsbury Pavement

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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
this is the worst pet insurance I have had in 20 years of insuring multiple cats. they took 6 weeks to decide to give me nothing for my cats vomiting citing weightloss as the reason ----I did not mind but found it rather underhand. The worst part is their appalling service - they gathered info and then took weeks - claiming to have put a message with a question on their notice to me - THEY HAD JUST SAID THAT THEY WOULD BE IN TOUCH Also claiming to have phoned me - but they left no message and any missed calls I get I call back..... so they were lying or dont accept incoming calls. TOTALLY SHODDY SHADY UNDERHAND I had to notify my bank to stop further payments and tried to cancel but they blocked my access to the website! I tried to email and cancel my second cats insurance as I could not access my account ( BLOCKED DESPITE HAVING PAID THEM £27 THE PREVIOUS DAY) And the email address they gave is not valid and emails bounce back COMPLETE COWBOYS
Helpful Report
Hi Christine, Thank you for your feedback and brining this to my attention. Having investigated the issue, it appears that we resolved your claim within 13 working days and not 6 weeks. The claim was logged on 25th May and you received a response from us on 14th June. We aim to assess all claims within 14 working days however generally if all the information which we require is available we can process the claim earlier than this. Unfortunately, as your cat presented signs of weight loss within 14 days of the warmup period, we are unable to cover this claim. Our records show that your claims champion messaged you on 9th of June at 9:16am seeking further information regarding the claim, I do apologise if you did not receive this message however, I am more than happy to provide you a copy of this if you wish. I would like to apologise that you had issues accessing our website, I can assure you that we did not block your access and I will be passing your feedback onto our Tech Team who will be investigating where the error occurred. I can see that you have cancelled one of your cats policies, the payment was taken on 9th of June, however the policy was cancelled on the 14th of June. Although the policy was cancelled 5 days after payment was taken, we have refunded you full premiums paid for that month. In terms of our contact details, these can be found in your policy documents which were emailed to you at inception of the policy or can be accessed via your online account. Our customer service representatives are also available via live chat Monday to Friday 9am to 5pm to help answer any queries and can put you directly in contact with your claims champion. I have logged your feedback as a formal complaint and will be in touch with you in due course. In the meantime, if you would like to discuss this further you can email me on complaints@waggel.co.uk. Kind regards, Mareia
They say "Pet insurance sucks, we changed it". Well, it's their insurance that sucks. Firstly, I maxed out my allowance due to an unforeseen emergency surgery to remove a foreign object ingested. As a result, I was hoping to increase my monthly premium and cover but Waggel does not allow you to do it "because they haven't built this feature yet". They said it would happen by end of the year (2020) but today they just confirmed they weren't able to "launch it yet". So I asked them, could I cancel the policy and start a new one afresh? Unfortunately, the answer was "yes, but the new policy would exclude the digestive system as a pre-existing condition". Indeed, because my dog had swallowed something that got stuck in his colon and was removed by the hand of the Vet, they would now place an exclusion on the whole digestive system, which, according to them, meant that he wouldn't be covered if he caught a stomach bug even. I had to unfortunately take out a second insurance to make sure my dog would be covered and now I've finally cancelled Waggel. Don't judge an insurance company by its pretty website and awesome perks; you should only look at how they deal with claims and post-claims and suffice to say Waggel's pet insurance is the one that sucks, not the others. Suffice to say, customer service was less than helpful in all this providing very confusing and misleading comms. If I could give a 0 star I would. No phone calls, only live chat with incompetent agents.
Helpful Report
Hi Valerio, I am sorry to hear that you are unhappy with the service provided by Waggel. Our customer service rep who you spoke to was correct in saying that we are working on changing the policy where customers are able to increase their annual limit at renewal, however due to some delays we have not been able to launch this feature on the date as we expected. I understand your frustration about not being able to make a claim until your policy renews (04/07/21), however this is the standard approach across the pet insurance industry, where each policy has an annual limit and once this has been reached, no further claims can be paid until the policy renews. When purchasing the policy on our website, customers are given the option of selecting the annual limit themselves and here it explains that this is the maximum amount that we are able to pay during each policy year. Each policy is then priced according to the annual limit which has been selected. Having read the conversation between you and our customer service rep (Taylor) I believe there may have been some misunderstanding. Taylor correctly informed you that as it stands you are covered for any digestive related issues, you of course would be able to make a claim for a stomach bug and there is no pre-existing condition attached to your current policy. However, if you were to cancel your policy and start a new one then an exclusion would be placed on the digestive system. This does not mean that you would not be able to claim for any digestive related issues, each claim would be assessed on a case by case basis and if it is not related to the pre-existing condition then it would be covered. In terms of communication, customers can contact us via telephone, emails and live chats. Our email address and telephone number can be found in your policy document under the section titled “How to Contact Us”. We are sad to see Robin leave and we wish you and Robin all the best. Kind regards, Mareia
Awful, first claim and no news for over 6 weeks. None of the updates as sold on TV, no texts, calls .. no email address to contact. Really disappointed.. I had been with Tesco for 18 years and they were brilliant, paid out in a week to 10 days with my fees claims. Still no news
Helpful Report
Hi Anne, Apologies about the duration it has taken to assess your claim. Unfortunately after sending several emails to your vets we only received your pets medical history and the invoice 2 days ago and this resulted in a delay in process your claim. We keep our customers updated about their claim through our members portal. If you log into your account on our website, here you will receive live updates as to what stage your claim is at. The good news is that your claim has been accepted and we hope that Hattie is doing well. If you have any questions you can contact us via our live chat platform and we will be more than help to help. Kind regards, Mareia
We are outraged to be charged for our claim to the tune of ‘£540.57 because you have now reacher your policies annual limit.’ What is the point of having the insurance if we can’t claim the full amount ? We already paid £250 excess !! This an absolute joke, these hidden costs are unfair and we are now in debt because of waggel. We will not be continuing our policy next year!
Helpful Report
Hi Hiba, Sorry to hear that you are unhappy with your claim settlement. Your claim was for £2,540.57, however your annual limit is set at £2000. The annual limit is the maximum amount which you can claim for in each year and our customers are able to set their annual limit up to £10,000. The annual limit is something which is set by the customers themselves when they purchase the policy and unfortunately Quincy Jones’ limit was £2000 and therefore we are unable to pay for any claim which exceeds this amount. If you would like to discuss this further, please do not hesitate to contact us. Kind regards, Mareia
Judgemental!!!!! Assuming my dog is dangerous because of her breed!!
Helpful Report
Hi Tina, Sorry to hear that you feel this way, that was not our aim at all. We insure the majority of breeds, however due to the dangerous dog act there are certain dogs that we are legally unable to insure, what breed is your dog? Kind regards, Mareia
Awful service. My dog has died and still I get emails referring to my account and my dogs name. I’ve tried unsubscribing but no success. The service I got when he was alive was poor looking for any reason not to pay out.
Helpful Report
Hi Julie, We are really sorry to hear about your loss and please accept our deepest condolences from everyone here at Waggel. I have passed your feedback onto the Tech Team who will be updating the emails which are sent out to customers. You have also been unsubscribed from receiving any marketing emails. The claim which you made was rejected as Teddy had a pre-existing condition which was noted before the start of your policy with Waggel. As per the terms and conditions of your policy we are unable to provide cover for pre-existing conditions. We appreciate your feedback and if there is anything that I can help you with please let me know. Kind regards, Mareia
What a complete waste of time! I’m glad I cancelled my insurance for both dogs. The vet bill was £274 total so over the claim contribution amount. The fact you have broken it down so you don’t have to pay is ridiculous.
Helpful Report
Hi Sarah, Sorry to hear that you are unhappy with the outcome of your claims. Although the vet bill was for £274 it was for 2 separate claims. One was for the wound on Loki’s paw that was for £160.09 and the other claim was for an ear infection for £114.69. Although both claims were approved they were both below your claim contribution (excess) of £250 and therefore no payment was due. If you would like to discuss this further, please do not hesitate to contact us. Kind regards, Mareia
I had a call book with the behaviour consultant at 11am today, he emailed around 40 minutes before he could not do it and for me to reschedule. I rescheduled for 4pm today and waited on the video call for 15 minutes and no one turned up! I really needed some advice for my puppy and feel disappointed
Helpful Report
Hi Kelly, I am sorry to hear that our behaviour consultant Junior was unable to make it to the appointment. Having spoken to Junior he has advised that unfortunately his dog had to be rushed into emergency due to Glaucoma complications. He informed us that he emailed all his clients that day and asked for the appointments to be rescheduled. I can ask Junior to contact you directly or alternatively you can arrange another appointment with him and he will be more than happy to help. Kind regards, Mareia
You have added a pre-existing condition that my dog does not have! You are not allowed to do that legally. I’m disputing it and awaiting a response.
Helpful Report
Hi Stephanie, as per our conversation it stated on your pets medical history that he suffered from Abdominal Distension. However, if your vet is able to confirm in writing that this is not the case then we will be more than happy to remove the exclusion. Kind regards, Mareia
What a load of trash - Don't take direct debit payments.
Helpful Report
Hi Dominic, you will be pleased to hear that we will start accepting direct debit payments within the next couple of weeks. Our Tech Team are just finalising the details. Kind regards, Mareia
Waggel is rated 4.72 based on 1,621 reviews