I am extremely disappointed with Waggel. I submitted a claim for my dog, Greta, for a herniated disc (discovered on 18 August, after visits to two different vets and undergoing X-rays, etc.), only for it to be declined on the basis of a “pre-existing condition,” even though there were no symptoms before the policy started and the formal diagnosis came weeks later.

The claim process felt confusing and inflexible. Despite following the policy terms (including using the Waggel/Joii triage service as required) I was denied coverage. Communication was slow, and explanations were vague, with little regard for the veterinary evidence provided. For example, today they asked me to confirm the day I noticed the first symptoms; it was in June, but I cannot remember the exact day. However, I took Greta to the vet on 19 June, and the report clearly states that the symptoms started “a few days ago.”, so why do they not stick to what was recorded at that time?. When Waggel contacted me, they only mentioned “weakness in the thoracic limbs since EARLY June,” rather than what Greta's regular vet had actually documented. As a result, I was influenced by their wording and felt conditioned by that statement. This selective interpretation of the evidence shows a lack of transparency and fairness in the handling of my claim.

Overall, I expected reliable coverage and clear support, but my experience has been frustrating and stressful. I cannot recommend Waggel based on this experience.