Pet Insurance: Triage Led Offers Can Deliver Good Results

Some interesting data here from Waggel;

More than 75% of new Waggel pet insurance policies now come through its triage-led offering, marking a major turning point in how modern customers choose insurance. The feature, which gives Waggel customers instant, 24/7 access to veterinary triage via the Joii app is proving to be a powerful differentiator in a sector traditionally focused on claims rather than care.

A customer satisfaction rating of 90.4% shows the AI-led service is not only attracting users but delivering real value, too.

Care not Cover

Joii’s AI model can help detect symptoms of over 130 common ailments and also connect users with a vet for a video consultation. By combining real-time clinical guidance with financial cover, Waggel is transforming pet insurance from a reactive safety net into a proactive health service – a model that CEO and founder Andrew Leal believes represents the future of the industry:

“Pets are not like cars, or houses, they are family, and insurance products should reflect that. As pet owners ourselves, we know that a trip to the vets is the last thing most owners want if it can be avoided, but they do want expert advice and timely assessment. By offering the Joii triage service free of charge we are supporting pet owners to care for their pets, removing the stress of a vet visit, and doing so much more than simply picking up the bill at the end.”

Reducing premiums

Waggel data shows that 80% of customers that use the Joii app don’t go on to make a claim in the next 30 days, proving that the feature is actively reducing unnecessary trips to the vet. By reducing claim costs, Waggel is then able to pass on savings to customers and keep premiums low.

More than 67,000 Waggel customers now have access to the triage service as part of their plan, and the app has already helped members save an estimated £1 million in premiums.

Waggel’s approach signals a shift in the industry – insurance that not only protects pets financially, but actively supports their health. For brokers, insurers, and innovators alike, this marks a clear opportunity to rethink how value is delivered in the modern pet insurance market.