Frequently asked questions

General

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

Contact us on 0861 368 7873, or email us at u2us@dotsure.co.za and one of our agents will gladly assist you.

As an added bonus, we will give you a cool 15% off your pet insurance plan premium when you have multiple pets on your policy.

Contact us on 0861 368 7873, or email us at u2us@dotsure.co.za 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 u2us@dotsure.co.za.

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.

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

You can change it on the dotsure.co.za online portal, or contact us on 0861 368 7873, or e-mail us at u2us@dotsure.co.za and one of our agents will gladly assist you.

You can change it on the dotsure.co.za online portal, or contact us on 0861 368 7873, or e-mail us at u2us@dotsure.co.za 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, ringworm is an illness.

An example of an accidental injury is a broken leg resulting from your pet trying to jump over a wall, or being 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 don’t require any pets to have annual vaccinations, but strongly advise that they 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 as part of being 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 take your new pet for a check-up so that you know if you can expect any health problems in the future.

Claims

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

However, our turnaround times are pretty awesome!

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.

You can view your plan type and its cover limits in your policy documentation. We’ll send these document(s) to the email address on your policy. It’s important to go through your policy document and pay careful attention to the per-claim limits and sub-limits per claim, and in keep mind that the applicable excess will also be deducted from any claims paid.

Click here for more information.
Pet Benefit Table

If there’s anything you are not sure about or want to join the family, please don’t hesitate to call us on 0861 368 7873.

 

You can download the pet claim form here.
Veterinary Claim Form

Alternatively, you can contact us on 0861 368 7873, or e-mail us at u2us@dotsure.co.za and one of our agents will gladly assist you.

Third-party liability* cover provides cover for amounts you are 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 live on the same property and only if you can be held legally liable.

Yes you can, but you can only claim for up to the relevant limits and sub-limits indicated on your policy schedule . This applies to the incident that caused the claim. Each separate visit for the same condition is dealt with as part of the same 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.

Yes 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. Any pre-diagnosed conditions will only be covered as per the cover limits on the plan that the pet was on when the diagnosis was made. To upgrade simply send an email to u2us@dotsure.co.za

The Product

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 u2us@dotsure.co.za.

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

As many times as you like, 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 injury arises by some external and visible means directly as a result of an unforeseen or unintended specific event at an identifiable time and place, that occurs unexpectedly and suddenly, and independently of all other causes. This excludes any condition that arises over time, or that can be defined as an illness.

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

Yes, 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. To upgrade, simply send an email to u2us@dotsure.co.za.

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 not covered. If you pet is sick or injured and needs to go to a vet, we will however cover the consultation fee and treatment costs, subject to the conditions of your policy plan, exclusions, excess(es) and limits.

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

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.

An illness is a disease or period of sickness as diagnosed by a vet; or signs and symptoms which are indicative of a sickness or disease. This includes conditions caused by or related to parasites. For example, biliary, infections, vomiting, gastro, etc.

A chronic condition will be handled as an illness and will only be valid if your pet is on a plan that cover illnesses. Any costs (surgery, hospitalisation, medication, etc) required for the diagnosis or treatment of the condition will be handled as one claim and covered subject to the cover limits of the plan selected.
Remember, we don’t cover any costs for the treatment of pre-existing conditions.

Yes, we view this as an accident and all of our pet insurance plans cover accidents, so we will cover the injuries on the insured pet (best make sure all of them are covered 😉).

Remember, you get 15% off your pet insurance plan premium if you cover more than one pet with us. You can add another pet to your policy any time.

A hereditary condition is a condition that has been passed down from your insured pet’s parents or a condition common to a specific breed which may present with symptoms during any stage of the insured pet’s life, as diagnosed by your vet.

These include, but are not limited to, hip dysplasia, elbow dysplasia, mange, displacement of the patella, entropion, ectropion and cherry eye.