Free 24/7 video vet support with Joii

Everything we do is backed by traditional values and state-of-the-art technology. Joii fits that approach by giving you another way to access trusted veterinary guidance quickly and conveniently, while keeping your freedom to use your own vet whenever your pet needs hands-on care.

Yes. As a Whistle & Wag policyholder, you have free access to Joii Televet services while you hold an active Whistle & Wag policy. If your policy ends or is cancelled, your access to Joii will also end.

Yes. Joii Televet services are included at no extra cost. Full terms and conditions apply.

Your free Joii benefit includes:

• Online emergency screening and triage: to help identify and signpost possible life-threatening emergencies
• Symptom checker: covering 160 symptoms with over 6,000 tailored outcomes, developed by vets
• 24/7/365 access to a UK-registered vet by chat or video consultation
• Access via app, mobile web, desktop or phone
• Optional access to the Joii online shop for non-prescription medication, food and accessories
• The Joii Pet Health Index: a library of expert pet health and wellbeing articles

You will have free access as long as you continue to hold an active Whistle & Wag policy. If your policy ends or is cancelled, your Joii access will also end. Full terms and conditions apply.

Yes. New customers who join Whistle & Wag will have access to Joii Televet services, while they hold an active Whistle & Wag policy.

Download the Joii Pet Care app from the App Store or Google Play, or visit app.joiipetcare.com. When prompted to select your insurer during sign-up, choose Whistle & Wag. Your eligibility will be validated in the background, so you can complete registration and start using the app straight away.

The app is the easiest way to use Joii, especially for video consultations. You can also access Joii through a web browser on a desktop or laptop, as long as you have a camera, microphone and a stable internet connection.

Joii is available for cats and dogs. To use the service, you need to be at least 18 years old, live in the UK, and have a valid email address.

Joii can help with a wide range of non-urgent pet health concerns, including upset stomachs, itchy skin, allergies, dental care, flea and worming advice, weight management, senior pet checks, post-surgery support, and whether your pet may need to be seen by a vet in person.

Yes. Joii gives you direct access to a UK-registered vet by chat or video consultation, available 24/7/365. All Joii vets and nurses are fully qualified and registered with the Royal College of Veterinary Surgeons.

Yes. Joii Televet services are available 24/7/365, including weekends and bank holidays. There are no extra out-of-hours charges.

The Joii symptom checker covers 160 symptoms and provides over 6,000 tailored outcomes, helping you decide whether your pet needs urgent care, a vet appointment, online advice or home care. It is a useful first step when you are unsure what to do next.

Joii includes emergency screening and triage to help identify and signpost possible life-threatening situations, but it is not a replacement for emergency veterinary care. If your pet has difficulty breathing, is having seizures, has collapsed, is bleeding heavily, may have been poisoned, has been in an accident, or is getting rapidly worse, contact your nearest emergency vet immediately. Do not wait.

No. Joii is there to support you, not replace your chosen vet. The Joii benefit gives you an additional layer of support and does not change your freedom to use the vet that is right for your pet.

No. Joii is an added benefit, not a mandatory step. You are free to contact your usual vet at any time without using Joii first. There is no penalty for going directly to your vet.

If Joii believes your pet needs in-person care, they will let you know. You should then contact your usual vet, or the nearest appropriate practice. If it is urgent, contact an emergency vet straight away.

Joii vets can recommend products through the Joii online shop following a consultation, including non-prescription medication, food and accessories, which can be delivered to your door. For prescription medication, a Joii vet will advise on the appropriate next steps.

Your Whistle & Wag policy covers eligible costs in line with your policy terms. Products purchased from the Joii shop may not automatically be covered. Please check your policy documents before purchasing if you intend to make a claim.

Yes. Consultation notes from Joii may be shared with Whistle & Wag and referred to as part of your pet's medical history in the event of a claim. Your full treatment plan is also saved in the Joii app so you can share it with your own vet if needed.

If Joii advises that your pet should be seen by an out-of-hours vet, any related costs will be assessed in line with the terms and conditions of your policy once we receive your claim along with your pet's full clinical history. As part of the review process, Joii will also share their clinical notes with us.

No. Claims should be made through your Whistle & Wag Customer Portal. Log in, go to the Claims tab, select Submit Claim, and attach the relevant information.

Not always, but all Joii vets have access to your pet's full consultation history, so they can pick up where a previous vet left off. Every vet and nurse is fully qualified and registered with the RCVS.

Explore the Joii Pet Health Index at joiipetcare.com/blogs/health-a-z for expert articles on pet health and wellbeing.

For technical issues with the Joii app or service, please contact Joii directly at contact@joiipetcare.com. For questions about your Whistle & Wag policy, eligibility or claims, our team is happy to help via our Help & Contact page.

If you are unhappy with the service/advice/recommended treatment from Joii, please email contact@joiipetcare.com who will respond within 1 working day.