Pet insurance firm tackling vet fees with AI
UK pet insurance brand Waggel’s AI triage service has saved 80% of customers using the service a trip to the vet.
With soaring vet fees making the headlines, Waggel’s partnership with AI vet triage service Joii provides an alternative which in most cases allows owners to help their animal at home - removing the risk of costly vet fees and saving pets the potential trauma of an unnecessary visit.
With veterinary costs rising 63% between 2016 and 2023 according to the CMA report, most pet owners would prefer not to have to visit the vet unless strictly necessary, but no one wants to compromise their pet’s health. With Waggel’s offer, customers have 24/7 access to vets on a live chat plus symptom checker and AI powered diagnostics.
In 2025 over 28,000 people accessed the triage service, meaning around over 22,000 people were potentially saved a trip to the vet’s. On average, customers chatted to a vet within 7 minutes of joining the queue. Not only is this service free, opting for it actually makes your premiums up to 10% cheaper.
The top reasons people needed to access help were:
1. Gastroenteritis
2. Vomiting
3. Dietary
4. Dermatitis
5. Diarrhea
6. Skin disorder
7. Gastritis
8. Pain
9. Abscess
10. Conjunctivitis
Since 1 January 2025, more than 75% of new Waggel policies have included the company’s triage-led offering, delivered in partnership with the Joii Pet Care app. The feature gives customers instant, 24/7 access to an AI-supported symptom checker developed and monitored by vets covering 130+ common conditions, alongside real-time video consultations with qualified vets. With reports that vets are under pressure from their corporate owners to bring in more revenue, Waggel is using technology to provide a safe and effective alternative.
More than 67,000 Waggel customers now have access to the triage service as part of their plan. Waggel and Joii report a customer satisfaction rating of 90.4%, demonstrating strong adoption and meaningful value delivered to policyholders.
Waggel’s Chief Product Officer, Hannah Simpson, comments: “Most people don’t want to avoid the vet, they just want to know if they actually need to go. The triage service gives them that reassurance, and in many cases, it turns out the issue can be managed safely at home, which is better for the pet and avoids an unnecessary bill. Seeing that around 80% of users don’t go on to make a claim within 30 days tells us this kind of support really helps. Our focus is on making insurance more useful day to day, not just something you rely on when something’s already gone wrong.”
Waggel’s approach signals a shift in the industry - moving from insurance that protects pets financially to benefits that actively support their health.
