Waggel Reviews - Read 1,429 Genuine Customer Reviews

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Communication Channels	Live Chat, Email

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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Anonymous

Anonymous // 01/01/2019

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

“it was fine but would have preferred to set up up a direct debit or leave the account details to be taken from. I would have agreed to automatic renewal if there was confirmation that we would be informed before the date of renewal.”

Hi Rachel, you will be pleased to hear that direct debit will be available as a payment method very soon, we are just finalising some details. A month before your policy renews you will be emailed your renewal price, if you wish I can still change your policy to auto renew. Kind regards, Mareia

“Not great, enrolment was very difficult”

Hi Philip, I'm sorry to hear this. Would you like to give me some further details regarding your experience and I can have a look into this for you. You can contact us via our online chat platform or alternatively email me at complaints@waggel.co.uk. Kind regards, Mareia

“Website not very good. It took me 10 attempts to do it”

Hi Joanne, sorry about this. Can you please give me some details as to where the issue occurred and I will get our Tech Team to have a look into this. Kind regards, Mareia

“I have just had my first renewal quote...Ouch! There have been no claims and my dog is only 4yrs old but the insurance has increased by 17.5%! I wanted to discuss it but they seem to discourage phone calls because there is no number evident on their web site without a lot of digging and neither do they show an e mail address. Instead, they try to push everyone to use the "chat" system. Not ideal but acceptable provided it worked properly (which in my case it didn't) but it also fails to consider that not everyone is a child of the mobile phone generation and some of us "oldies" have age related manual dexterity issues which makes it harder and more frustrating. That is hardly consumer friendly in my book. When I finally was able to get through to them to discuss it, they did not consider such an increase to be excessive and made no attempt at even a modest reduction which suggests that they are not focused on keeping their customers. I cannot comment on their claims handling because I have not needed to utilise the service but for me, if they are being niggardly about the premiums, that does not bode well should one have to make a claim. For me they have fallen at the first hurdle.”

Hi, I am sorry to hear that you are unhappy with your renewal price, we have had a number of changes since your policy incepted. The main one being that we have changed how the excess is deducted from your overall coverage. The full invoice amount used to be deducted instead of just the amount paid. This change along with your pet's older age and vet inflation would account for the change in price. With regards to contacting us, you will find our phone number and email address in the policy wording, under the section titled “How to Contact Us”. We certainly don't want you thinking that the only way to contact us is through our chat system. If you have any further questions please do not hesitate to contact us. Kind regards, Mareia

“I was emailed and offered 2 months free... having followed the link, it doesn't appear to be happening.”

Hi Simon, welcome to Waggel! I can confirm that the free 2 months have been applied. Thanks, Mareia

“I don’t agree that you only appear to support dog charities and your vet helpline again only mentions dogs and not cats. Please confirm that you will be able to help my cats if I need to call?”

Hi Tina, We support a number of different charities, including Pet Savers who provide funding for research into the prevention, treatment and cure of illnesses affecting pets which also includes cats. Our 24-hour vets will be more than happy to help you with your cats, and it will be a pleasure to have you as part of the Waggel community. Kind regards, Mareia

“There are a lot of things I like about Waggel...and yet we will be moving on to another insurer. Waggel has many positives: fairly priced, great 24/7 veterinary phone calls, the community surrounding it feels lovely and warm. Plus, when we did our first claim we received the payment within a month and with absolutely no fuss. What's not to love? Well... time came for our second claim, and things began to go wrong. Now perhaps I am thick, but for me (and for the dictionary) a condition is a 'state' rather than a one off occurrence. So when we read that the contribution towards the claim was 'per condition, per year', we thought it referred to actual conditions rather than for each accident. Now, I find that incredibly (and purposefully) misleading. A dog eating something off the street and becoming sick once is not a condition. If two months later my dogs vomits all through the night because of a one off gastritis, that's not a condition either. By its very definition, it would be a condition if it was long-standing, wouldn't it? Anyway, that's exactly what happened: my dog was sick for eating something off the street and we got our first claim no problem. When he had gastritis and now we have to pay our contribution again? That doesn't work for us, especially because we have a (touch wood) very healthy little pup, so unless something catastrophic happens we rarely pay more than £250 at the vet. (We never paid more than that). Now I am well aware that vet bills can be very expensive - in the thousands, even, and that's why I believe insurance is fundamental and I recommend it to everyone. However I do think that we will be switching to another provider, one that is a little more transparent about its pay outs and the conditions behind them. Right now it feels like we pay our £20 each month, and then we pay 80% of vet bills on top of that, so it just doesn't feel worth it. Someone with a dog that requires more expensive treatment would love Waggel. At the moment, we do not.”

Hi Gigi, Thank you for your feedback. We define a Condition as an Injury sustained during, or resulting from, a single Accident or any manifestation of an Illness having the same diagnostic classification or resulting from the same disease process regardless of the number of incidents or areas of Your pet’s body affected. We would class your dog eating something off the street as a ‘condition’ and it would be accidental Toxic Ingestion. Your dog vomiting all night would be classed as a different condition of Gastritis. The excess would need to be paid for each of these conditions, however say if you claimed for Gastritis again you would not pay for the excess. The Claim Contribution (Excess) is only paid once for each condition. How the excess works is explained with examples when obtaining a quote and further in the policy documents which are provided. You also have the option to not pay any excess at all if you wish. If you would like to discuss this further you can contact us via our online chat platform and we will be more than happy to help. Kind regards, Mareia

“There are some problems with navigating around the web site, amending policy details and overall it was quite a struggle to sort things out. Also I don't like recurring payments on credit cards and would prefer to pay by direct debit. This nearly caused me to go elsewhere.”

Hi Stephen, We are sorry to hear that you was having difficulty navigating around our website. We are always here to help if you are struggling, you can give us a call or talk to someone through our web chat. You will be happy to hear that we are working on offering our customers the option to pay by direct debit. This option will be available soon. Thanks, Mareia

“Claim process seeemed pretty slow compared to previous provider”

“The application form was simple to complete but I wanted to add pre-existing conditions but couldn’t find where to add these. I had to call the next day to ask how to add these and the person I spoke to, said she’d ‘pin’ the information to the file and was told pre-existing conditions are only requested if a claim is made. I think this information should be make more clear during the application process.”

“Claim process was really easy but took longer than I expected to receive the payment. Granted, this was because Waggel we’re waiting for details from the vets but I wouldn’t expect to have to chase this up as many times as I did”

“Sorry can’t give 5⭐️ As we haven’t had to contact you, and hopefully that’s the way it will remain. It’s the last thing I want is our dog being injured or unwell.”

“The website seems very prone to problems. It doesn't fill me with confidence.”

“I signed up to insure my puppy today, because I was adertised that the first month was free via https://wildatheartfoundation.org/one-months-free-insurance-and-50-donated-to-dogs-in-need/1-2/ - however my first month was charged... wasn't happy about that the site is really easy to use and looks good though”

Hi Keith, sorry to hear that your discount didn't go through. We've applied your next month as your free month. Your next payment will go out in January. Regards, Waggel Team.

“It’s ok but I was supposed to get a special 1 month free when I join Waggel. It seems I already paid for the first month.”

Hi Graham, sorry to hear that this didn't work for you. I have applied your next month payment in November as free. Your next payment will be in December.

“Okay - but there are issues with the policy that make it worthless at times due to the extent of exclusions etc Plus - if I buy house insurance I expect my house to be insured from the e date the policy starts - not 2 weeks later. In this case for my pets I should expect the same My dog took a fever 7 days after the policy began and was not covered for the treatment he required. If he had been hit by a car, or attacked by another dog - same thing. Us as he is already over 8 but generally in peak condition, many things are not covered. Not even disposal in the event of his death. 🤷🏻‍♂️ I’m wondering what’s the point now”

Hi Alan, sorry that the clause took you by surprise. The 14-day warm-up period is a standard fraud prevention clause across both medical and pet insurance to stop people from purchasing a policy only once they have found out their pet has a condition. We pride ourselves on being human enough to judge this on a case-by-case basis and if you would like to submit a claim we would be happy to assess this for you. Regards Andrew, CEO & co-founder

“Thank you for settling my claim it is a shame we had to go through so many hoops to get there.”

“Had problems using my card with your app. Going back to begining Every time I tried to make the payment. Used visa in the end.”

Waggel 3 star review on 11th September 2020

“I have tried to contact you by telephone but no one was there to answer my call. I am concerned that I was unable to retrieve my original quote and obtained another which was completely different and could not understand why. I have left my telephone number and have been told on your automated system that someone will phone me back.”

“I hate your website - its difficult to navigate and there is no info for my pet - just products you're trying to sell me.”

Waggel is rated 4.75 based on 1,429 reviews