We started trading in December 2018 meaning we're now 7 years old - or 49 if you ask your dog.
You are able to remove the triage add-on within 7 days from when your policy starts and 30 days prior to renewal. You can make the changes by logging into your account and going to the relevant pet in the My Pets section and clicking 'Change Cover'.
If you're unhappy with the outcome of your claim then you are able to dispute the decision and we'll be happy to reassess it for you.
You can dispute a claim in one of two ways. You can find the 'Dispute' button on your claim summary by clicking the link in the confirmation email that was sent to you when your claim was processed, or you can head to 'My Insurance' on our website, click on the claim, view the breakdown and click the dispute button.
You will be able to provide any supporting information to let us know why you are disputing this. Your vets can also provide us with supporting evidence.
Once we have gathered all the additional information that we need, your claim will be reassessed in full by a different claim assessor.
While our policy does cover the majority of issues that might occur within your pet's life, there are some things we don't cover.
Your pet will not be covered for treatment that occurs within the first 14 days of the policy (your warm-up period).
Medical Claims
Routine, elective or preventative treatments such as neutering, grooming, flea/worming treatments, dental polish/scale removal
Pre-existing conditions - symptoms or conditions that occurred before your pet was insured with us
Advanced treatments such as stem cells, gene therapy, prosthetics, and organ transplants
Notifiable diseases
Blankets & prescription food are also not covered
Purchase Price due to Loss, Theft or Passing
Pre-existing conditions
Cremation or burial costs
Death due to illness of pet over 8 years old
Third-Party Liability
Claims made by family
Claims related to your work
Claims whereby your dog is aggressive or has a history of aggression
Claims where your dog causes injury to other animals or pets including chasing and attacking
Property you are renting
The above highlights the main points not covered. Please refer to the policy wording for the full details of what is and isn't covered.
You can cancel your policy by logging into your account, heading to 'My Insurance' and clicking 'View Policy' on the specific pet's policy you want to cancel. Just scroll down until you reach the policy cancellation section.
Please bear in mind that any conditions we have been able to cover may be considered pre-existing if you were to take out a future policy with Waggel.
Co-payment refers to a further percentage of claim costs to be paid once your excess has been deducted from your total treatment invoice.
Most providers put in a mandatory co-payment in your pet's later years - we’ve elected to do away with any co-payments, no matter your pet's age on all new policies.*
*Co-payment may still apply to older policies.
You will need to submit a claim for each new condition.
If you have been to more than one vet for the same condition you will need to submit a claim for each practice visited.
If treatments have happened within the same policy year, your Excess (Claim Contribution) will only be deducted once for the condition being claimed for.
You won't incur any fees for submitting claims and your current price won't be affected by the number of claims submitted.
If you are expecting treatment to take place in the future and you want to check that it will be covered, you can submit a Pre-Authorisation claim.
To submit a Pre-Authorisation claim, you’ll need to log in to your account. Click the 'Make a Claim' button for your chosen pet, select ‘Pre-Authorisation’ when prompted, and then select the type of claim and subsequent treatment you wish us to pre-authorise.
You’ll need to know where the treatment is happening and an estimate of the cost.
Once you have submitted your Pre-Authorisation claim, we’ll reach out to your vet to ask for the medical history and their estimate so we can assess this for you.
When we've received the documentation from your vet, we'll aim to answer your request within 48 working hours.
Your price might increase on renewal.
As pets get older, they are more likely to go to the vet, and our pricing needs to take this into account.
We would also change your price based on the number of conditions you have claimed for and the total amount claimed, along with any inflation in veterinary costs and sometimes pricing model updates.
Don’t worry too much, though, at Waggel we use caps on increases to try and avoid any shocks.
We understand that some customers may have personal circumstances or vulnerabilities that mean they need extra support. If there’s anything you’d like us to know so we can better meet your needs, please don’t hesitate to let us know.
You can let our team know by:
Using our online chat feature: Use the chat function on our website to speak directly with a member of our team.
Emailing us: [email protected]
Calling us: 01299 669955
We’ll always treat any information you share with sensitivity and respect.