Frequently asked

I can’t afford to pay the vet bill and wait for my claim to be paid out, can pay my vet directly?

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.

How do I know if my selected plan will cover the full cost of the vet bill?

You can view your plan type and its cover limits in your policy documentation. We’ll provide you with these document(s) to the email address on your policy. It’s important to pay 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. Not a client yet? Give us a call on 0861 368 7873

Where can I download a pet claim form?

You can download the pet claim form here. Alternatively, you can contact us on 0861 368 7873, or e-mail us at and one of our agents will gladly assist you.

What is third-party cover?

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.

Does third-party liability cover me if my dog attacks a family member or friend who’s visiting me?

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

Do I have to visit a specific vet practice?

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

How do I add a pet to my existing policy?

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.

How do I remove a pet from my policy?

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

How do I cancel my pet policy?

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

Can I upgrade to a plan with higher cover limits if my pet has already been diagnosed with a condition on a different plan with

You can upgrade at any time, subject to the relevant waiting periods applicable to the new 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.

Do you cover pre-existing or congenital conditions?

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

How do I know if a condition is an accidental injury, illness, or a hereditary condition?

An accident is an unexpected and unforeseen event which may cause bodily harm to your pet. Our assessment of whether a condition is an accidental injury, illness or a hereditary condition will be dependent on a professional veterinary diagnosis.

What is covered under the different pet plans?

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

Do I qualify for a discount if I insure more than one pet?

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

How many times can I claim in a year?

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.

What is seen as an accidental event with regards to the pet insurance plans?

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. Please refer to your policy schedule for full terms and conditions.

Can I upgrade or downgrade my pet’s plan at a later stage?

Yes. You can upgrade or downgrade your plan at any time, and as many times as you’d like (as long as your pet is within the acceptable entry age range for the selected plan). However, please note that your annual cover limits will increase, but will not reset if you have claimed within that year. Certain benefits and cover on your new plan could be subject to a waiting period.

Do you have an annual increase?

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

What happens to the remaining annual limits on my pet’s policy if I do not use the full amount?

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.

Do you cover annual check-ups for my pet?

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.

Do I get a medical aid card?

We don’t issue medical aid cards as 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.

Do you offer any discounts for pensioners or SASSA members?

Unfortunately, not at present.

Can I go for follow up consultations?

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

Do you cover any pregnancy related claims?

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.

What exactly gets paid from the surgery sub-limit?

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.

Do you have higher premiums for certain breeds?

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

What is regarded as illnesses?

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.

How do I amend my physical address?

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

How do I change my bank details?

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

What is a Titer test?

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.

Do you cover pre-existing medical conditions (like diabetes)?

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.

My dogs once got ringworm from rolling in sand. Is this an accident?

No, ringworm is an illness. An example of an accidental injury is a broken leg resulting from your animal trying to jump over a wall, or being hit by a car.

Can I have pet insurance with more than 1 pet insurer?

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. 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.

Do you cover chronic medication?

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.

What happens if I have adopted a pet and I don’t know his/her medical history?

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 fur-baby a check-up so that you know if you can expect any health problems in the future.

My cats have allergies. Do you cover allergies?

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.

I have lots of pets. Will I be covered if one of my pets bite another?

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.