Frequently Asked Questions

We work on a reimbursement basis and can only pay you once your claim has been finalised.

However, we typically settle pet claims within 48 hours, subject to submission of a valid claim and all required documentation, notwithstanding public holidays, Sundays, or other delays from your bank.

It’s important to go through your policy document and pay careful attention to the per-claim limits and sub-limits per claim, as well as keep in mind that the applicable excess will also be deducted from any claims paid. If you are not sure and you do have questions, please don’t hesitate to call us on 0861 368 7873.

Not a client yet? Give us a call on 0861 368 7873.

You can download it here on the right, or we are happy to send the form to the email address on your policy.

Alternatively, you can contact us on 0861 368 7873, or e-mail us at and one of our agents will gladly assist you.

Third party liability cover provides cover for amounts you may become legally liable to pay for loss of or damage to property, or death or bodily injury to any person, caused by your insured pet.

Yes, but only if your friend or family member does not reside on the same property and if only you can be held legally liable.

No, we accept invoices from all South African vet practices, as long as they’re qualified and registered with the relevant regulatory bodies.

Did you know adding another pet to your existing pet insurance policy will get you a cool 15% off your total pet insurance premium?

Contact us on 0861 368 7873, or email us at and one of our agents will gladly assist you.

To cancel your pet policy, please contact us on 0861 368 7873 or send an email to

You can upgrade at any time, subject to the relevant waiting periods applicable to the new plan and if your pet is within the acceptable entry age range for the selected plan. Please note when switching over to a new plan the claims paid on a lower plan will be subtracted from the annual limit of the new higher plan. To upgrade simply send an email to

However, please note that the pre-diagnosed condition will only be covered as per the cover limits on the original plan when the diagnosis was made.

Unfortunately, pre-existing and congenital conditions won’t be covered.

An accident is an unexpected and unforeseen event which may cause bodily harm to your pet. All illnesses or hereditary conditions must be diagnosed by a veterinary professional.

We have various plans available to suit all budgets and needs. Access our homepage to view the different plans and their cover limits.

If you have any questions, please give us a call on 0861 368 7873 or email us at

Yes, you will receive a 15% off on your total pet insurance premium when you insure more than one pet.

As many times as you need to, as long as the claims fall within your specified cover and annual limits. To view your policy limits, please refer to your policy schedule.

An accidental event with regards to the pet insurance plans is an unforeseen event, which could not reasonably have been expected to occur.

For example, bee stings, poisoning, chipping a tooth, snake bites, dog bites, torn ligaments, swallowing a foreign object, cutting the gums open, etc.

However, please note that your annual cover limits will increase, but will not reset if you have claimed within that year. Please refer to your policy schedule for full terms and conditions.

We don’t have a set annual increase. However, should we have to increase the premium, we will inform you 31 days in advance.

On your policy anniversary date, your annual limits will reset to the full amount. Should you still have limits left on renewal, these will be forfeited.

General annual check-ups are not covered. If your pet is sick and needs to go to a vet, we will however pay the normal consultation fee, depending on your policy plan and limits.

We don’t issue medical aid cards, this is a non-life insurance product and not a medical aid.

When you claim, you are simply required to complete and submit a claim form, together with the vet’s invoice in order to be reimbursed for a valid claim.

Yes, you can claim up to the relevant limits indicated on your policy schedule. Note that the sublimit applies to the incident that causes the claim. Eash separate visit for the same condition is dealt with as a single claim.

This will depend on your chosen cover plan and the cause of the complication. Each claim is processed and considered on its own merit. At the discretion of the claims specialists, an emergency c-section may be accepted as a valid illness claim and reimbursed up to the relevant limits.

All costs from the moment the pet is put under anaesthesia until the pet wakes up will fall under the surgery sub-limit, subject to selected plan limits.

Please remember that every claim is considered on its own merits.

Not at all. We love all pets, so your pet’s breed does not play any role in your premium.

A specific condition that prevents the body from working normally.

Some examples include an ear, eye or throat infection, bladder infections or kidney stones, along with more serious conditions.

You can contact us on 0861 368 7873, or e-mail us at and one of our agents will gladly assist you.

You can contact us on 0861 368 7873, or e-mail us at and one of our agents will gladly assist you.

A Titer test is a measure of antibodies in the blood, providing a check of immunity to diseases. The results of the test then allow a vet to determine whether a vaccination is required.

No, unfortunately not. We do offer cover for hereditary conditions on our Superior and Ultimate Pet Plans, but that cover is subject to a 12-month waiting period.

No, ringworm is an illness.

An example of an accidental injury is a broken leg resulting from your petl trying to jump over a wall, or getting hit by a car.

You can have as many insurance policies as you like, but the combined amount you receive from the various insurers (as a claim pay out) can’t exceed the actual value of your loss.

If you hold a policy with another insurer, you must inform us when you claim and we will pay our portion as indicated in your policy wording.

We cover prescribed medication up to a set limit on our Basic, Standard, Superior and Ultimate Pet plans. This includes chronic medication.

Remember, we don’t cover medication for pre-existing conditions.

We don’t require any pets to have annual vaccinations, but strongly advise that you do.

Birds, however, don’t get vaccinations. Instead, they are given regular vitamin injections.

We suggest (but don’t require) that you keep up with their vitamin injections in order to be a great bird parent.

We only expect that you let us know anything that you would reasonably be expected to know.

We would also suggest you get your new pet a check-up so that you know if you can expect any health problems in the future.

We do cover allergies, but only when they are a result of external factors (i.e., from outside the body).

An example of an allergy that would be covered: Mr. Whiskers got a rash from a plant that he brushed up against in the garden.

An example of an allergy that would not be covered: Mr Whiskers was born with asthma and has had an asthma attack.

Yes, you will be covered. We view this as an accident and all of our pet insurance plans cover accidents.

Remember, you get 15% off your total pet insurance premium if you cover more than one pet with us. You can add another pet to your policy any time. © 2021. All Rights Reserved | Privacy Disclaimer | Terms of Use | Disclaimer | Resolution

Product underwritten by Dotsure Limited (Registration number 2006/000723/06), a licensed non-life insurer and authorised financial services provider (FSP39925).