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.
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.
You will need to log in to your account. From there, click the 'Make a Claim' on the pet you would like to make a claim for.
You’ll just need to let us know a few things such as the type of claim, veterinary practice visited, and the payment details.
Once we’ve received your claim we will reach out to the vet and request a full medical history for your pet and an invoice, so you won’t need to send us these.
Claims usually take around 7 days to process from when they are submitted, but this can take up to 14 days or longer, depending on how quickly we get the details from your vet.
It normally takes us around 7 days, but we aim to have claims processed within 14 days from submission.
This is mainly dependent on how quickly we can gather all the information from your vet.
Yes, updating your address may change your monthly premium.
This is because the cost of veterinary care can vary significantly between regions, especially between rural and urban areas. It’s important to note that the change in price isn’t just based on the vet you’re registered with.
We calculate premiums using regional data, which takes into account the typical costs of veterinary services in your area, including things like demand and local property costs. So even if you don’t change your vet, a new address can still affect your policy price.
Waggel policies are meant for household pets only and do not cover working pets, including pets used for breeding.
Our policies don't cover pets used for breeding or pregnancy-related costs, whether as a business or not. If your pet falls pregnant by accident while covered, we are unable to cover any costs relating to the pregnancy or birth.
No - we do not cover XL Bullies, or any dog that has been bred to resemble or is descended from an XL Bully. This also includes any dog that has been subject to a government exemption application.