Waggel Reviews

4.75 Rating 1,206 Reviews
96 %
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.

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01299 669955




Waggel Limited, WeWork, 131 Finsbury Pavement

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I have to wait too long and chase everything
Hi Tracey, I am sorry that you felt that you have had to wait too long for the claim and had to chase everything. I have looked into your claim and it was resolved in 13 days, this was within the time frame that we aim to get claims assessed by. We work with the vets directly and do not ask our customers to provide any documents. We understand that this can be a difficult time for pet owners, so we have made the claim process simple and stress free so that we are chasing the vets for you. On this occasion we had to contact your vet several times as all the documents we required were not provided. As you are aware your claim has been accepted and we hope that Dollie is doing well. If you would like to discuss this further, we are more than happy to help. You can email me on complaints@waggel.co.uk
I was disappointed with Waggel service I’m existing client since April last year. Last year I changed my bank debit card and my bank told me the direct payment would keep automatically. However, the direct payment was not set up automatic and my policy was cancelled and I didn’t receive an email or text to let me know. Now my dog is without insurance for 14 days, I’m disappointed with this situation

We are sorry to hear that you are not happy with the service provided by Waggel. If you would like to discuss this further, please send an email to complaints@waggel.co.uk and we will be happy to investigate this matter.
Poor. Like all insurers their focus is not to pay out when a claim is made.
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!
They charge a large price and say they embrace innovative treatment for pets but when it comes to paying out THEY SUCK
Sadly, your failure to reply to my query leaves no option but to give a poor review.
I am still waiting!
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.
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!
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
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
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.
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).


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!!
Refused to pay insurance claim and dreadful customer service.
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.
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!
Waggel 1 star review on 18th May 2020
I am not happy. I have no policy number and it seems impossible to get in touch with you. Not good 👎
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.

Waggel is rated 4.75 based on 1,206 reviews