As a pet owner with two young puppies, I was eager to find a comprehensive wellness plan to help manage their healthcare costs. I enrolled both of my puppies in Wag!’s individual gold plans, hopeful for a streamlined and supportive service. Unfortunately, my experience has been far from satisfactory, primarily due to a severe lack of accessible customer support and a confusing claims process. The core promise of the wellness plan, to provide timely reimbursement for veterinary visits, has not been met, leaving me questioning the legitimacy of the entire service.
After my puppies’ initial wellness checks, I submitted separate claims for each. I was initially assured via email that reimbursement would be processed within “as little as 1-3 business days” and sent to my PayPal account. It has now been over two weeks, and I have yet to receive any payment. The email address I provided for PayPal was the one associated with my account, yet the funds have not materialized.
My attempts to contact Wag!’s customer support have been met with frustration. There is no phone number readily available, and replying to the claim confirmation email resulted in a bounce-back notification. The only avenue for support appears to be a chatbot, which, in my experience, was unhelpful, merely reiterating information already available on the website. When I specifically inquired about how to reach a human representative, I was directed to an automated form. After submitting my complaint through this form, I received an automated email confirming receipt and a promise of follow-up. Shortly thereafter, I received another email from a support team member who mistakenly believed my issue had already been resolved. This response only deepened my frustration, as it clearly indicated a lack of understanding and engagement with my ongoing problem. The support representative then stated she would escalate my request to a “dedicated team” and follow up, a promise that has yet to be fulfilled.
The lack of direct communication channels and the reliance on automated systems create a significant barrier for customers seeking to resolve issues. The payment method is also a point of contention; while monthly premiums are charged to a credit card, reimbursement is exclusively via PayPal, with no option to revert to the original payment method. This was an unexpected and inconvenient detail that only became apparent after filing my first claims.
Furthermore, the cancellation policy seems punitive. A review of the fine print revealed a pro-rated fee is charged if the policy is canceled before one year is up. This policy, combined with the ongoing issues, makes me increasingly suspect of the overall operation.
Navigating the Wag! app has also proven to be a less-than-professional experience. There is no feature to check the status of submitted claims. The “Wellness” section under “My Account” does not accurately reflect my enrollment status, payment history, or claim history. Instead, it primarily displays a form for obtaining quotes for different pet insurance plans, offering little to no useful information about my existing wellness plan.
In contrast to other wellness plan providers and pet insurance companies I have used, Wag! fails to offer accessible contact information, a transparent record-keeping portal, or a flexible cancellation policy. This has led me to believe that the Wag! wellness plan is not a worthwhile investment. While I cannot comment on their walking or boarding services, as I have not utilized them, my experience with their customer service has been virtually non-existent and deeply disappointing.
I sincerely hope that someone from Wag! will read this review and proactively reach out to resolve my outstanding claims and address the systemic issues with their customer support. Based on my experience, I cannot recommend the Wag! wellness plan and urge potential customers to exercise caution. It feels as though I have been swindled, and I hope to prevent others from having a similar negative encounter.
December 12, 2025
