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Frequently Asked Questions

How is the premium calculated?

We know that pets are individuals and so, we are introducing a new way of calculating your premium. The premium is calculated according to the risks associated with the insured Pet and is printed on the relevant certificate of insurance. In calculating the premium, we may consider the cover that you have chosen, where you and your pet permanently live as well as the species, breed, age and sex of your pet.

What do I do if I do not know when my pet was born?

If you do not know the exact age of your pet, it is not a problem. If your pet was adopted, your vet will be able to give you an approximate age of your pet. You can use this age estimate when applying.

When is the best time to buy my pet insurance?

Puppies and kittens are more likely to develop an illness or injury than an adult pet. Their coordination is still developing along with their immune system. So, we suggest insuring as soon as possible to avoid unexpected surprises that may result in a pre-existing exclusion on your policy, preventing your pet from getting full cover.

But just because your pet isn’t a puppy or kitten doesn’t mean you can’t or shouldn’t get pet insurance. As pets age they get sicker and have more and higher vet bills than when they were young. As soon as your pet is 8 weeks of age they can be covered by paws24, brought to you by Hollard.

Will the cost of my insurance change each year?

Our challenge is to find a healthy balance between providing the best possible benefit, while keeping the premiums as affordable as possible to ensure a sustainable product. With rising costs in veterinary care as well as more advanced treatment available to more pet owners, your premium and/or benefits may change on 1 March of each year or at any other time in extremely unusual circumstances.

Are there any discounts?

Yes. We understand that looking after the health of many pets may be expensive for pet owners, so we offer a multipet discount: insure more than one pet and receive a 10% discount on your total monthly premium for all of your pets.

Are there any age limits for the insurance?

Yes, pets can join Paws 100 and Paws 70, brought to you by Hollard, between the ages of 8 weeks and 8 years. Once joined, cover can be kept for life. There is no upper age limit for the Paws Accident option.

What are my payment options?

Billing: Monthly debit order on 26th (for the next month) 1st or 4th of the month. Credit card – automatic debit on 26th (for the next month) 1st or 4th of the month. Annual payments by EFT. Can I cancel my policy? Yes, you have a 14 day money back guarantee period from the start date of your policy to review and cancel with no obligation. If you would like to cancel your policy after this period we require one calendar month’s written notice to cancel.

When will my policy start?

Your membership will start on the first day of the month after your application has been received and accepted by us. We have a five day grace period: if you apply (and have sent us your banking details) before the 5th of that month, your policy will start on the first of the same month from which you applied. e.g. If you apply on 3 March 2015, your policy will start 1 March 2015. If you apply on 7 March 2015, your policy will start 1 April 2015.

Are there any waiting periods?

There is a one calendar month waiting period for Accidents, Illness and Routine Care claims after the policy start date. This means that if your policy starts on 1 March 2015, you will not be able to claim for any veterinary visits during the month of March.

There is a waiting period of 6 (six) calendar months for cruciate ligament conditions. You can apply to have this waiting period waived by completing the Cruciate Ligament Examination Form within 14 days of your pet start date.

Can I transfer my policy to a new owner?

No, but you can change the pet over to a new owner.

The original owner will have to notify paws24 of the change of ownership.

The original owner will then be required to cancel the pet on their policy and the new owner will need to send through an application form re-joining the pet under their name with new banking details.

The new owner will receive a new policy and policy number with cover for the same pet.

The one calendar month waiting period will not apply unless there is a lapse in the monthly premium payment for the pet between Change of Ownership.

Can my claim be paid directly to the veterinarian?

No, the insurance contract is between you and Hollard. You are required to pay the vet first and then claim from us.

Do I need pre-authorization before my pet is treated?

No, you do not need pre-authorisation before your pet is treated.

How do I get paid when my claim has been approved?

The money will be deposited directly into your bank account. You will be sent a letter by email explaining how the claim was paid.

How much of the vets bill will be covered?

Benefits are paid according to the option selected, either at 100% or 70% of the tariff*. Annual sublimits may apply (refer Schedule of Benefits). Paws 100 and Paws 70 have an excess of R230** and there is no excess deductible for Routine and Wellness Care claims.

*The PetSure Tariff Rate was based on the South African Veterinary Council Guideline of Fees and is reviewed annually.

**A R330 excess will apply for pets under the age of 13 months at time of treatment.

What do I need to do when I make my claim?

Pay the vet first.

Fill out a claim form and have it signed by the attending vet.

A Claim consists of the following:
▪ A completed Claim Form
▪ Proof of payment
▪ A full detailed Vet invoice

NB: If this is your FIRST claim for this pet, a FULL Veterinary history is required
► Submit your Claim using the Mobile App (search and download the ‘PetSure’ app found in your App store) or
► Email to: [email protected] or
► Fax to: 086 661 0989

Incomplete details will delay the processing of your claim.

What is my excess and how does it work?

Your excess is R230* per claim date. This means that every time you go to the vet, you will need to pay the first R230* of the calculated benefit.

*A R330 excess will apply for pets under the age of 13 months at time of treatment.

What benefits does Paws24 offer?

Paws Accident option offers accidental injury cover only.

Paws 100 and Paws 70 options cover veterinary treatments and surgeries for accidental injury and illnesses ranging from minor problems such as ear infections and bee stings to major conditions such as broken bones, diabetes and cancer.

paws24 also includes a Routine Care benefit on Paws 100 and Paws 70 options where up to R1 200 per year can be utilised towards any of the following, if rendered and provided by a registered vet:

Annual vaccinations Deworming Tick and flea control Dental scaling/polishing Sterilization

Are any illnesses or diseases excluded?

Like most insurance policies, we have some exclusions to keep your premiums affordable. These include hereditary and congenital defects, hip and elbow dysplasia, entropion (rolling in of the eyelids), ectropion (rolling out of the eyelids), complications of breeding and pre-existing conditions.

Are any operations or medical procedures excluded?

Elective procedures such as dew claw removal are excluded.

Do you cover alternative medicine/therapies?

Yes, we do cover alternative medicine/therapies if they are administered by a provider registered with the South African Veterinary Council. Examples of these are: homeopathy, physiotherapy, hydrotherapy and acupuncture. Note that this does not include behavioral therapy.

What does congenital/hereditary mean?

A congenital condition is a condition that an animal is born with such as a birth defect or a defect in growth development. A hereditary condition is one that is passed down from an animal’s parents or through the breed. Both congenital and hereditary conditions can show symptoms at any time during a pet’s life.

What is a pre-existing condition?

Pre-existing condition means a condition, illness or injury that first occurred or showed clinical signs before your policy started or within the applicable waiting period. This includes conditions that have not yet been clearly diagnosed or treated with medication.

How do you determine what will be a pre-existing condition?

When you submit your first claim we require you to obtain and send the pet’s medical history from your vet. Any chronic condition, illness or injury that first occurred or showed clinical signs before your policy starts or within the applicable waiting period will be considered as a pre-existing condition.

What is hip dysplasia and can my pet get coverage?

Hip dysplasia is the failure of the hip joints to develop normally. This occurs more commonly in large breed dogs. As it is largely a genetic disorder, this condition is not covered.

When will my benefits be renewed?

Benefits renew on the anniversary of the Pet’s start date.

Am I limited to a list of veterinarians or can my pet visit any vet I choose?

You can use any Veterinarian who is licenced to practice in South Africa.

What is a microchip and why do I need one?

Microchips are as big as a grain of rice and are injected under the loose skin in the neck area and serves as the pet’s identification. The microchip has a unique number coded into it, and is read by means of a scanner. The purpose is to quickly and efficiently identify pets and return them to their owners should they become lost.

Why do I need a microchip to claim?

It is a unique number, much like a person’s ID number in their ID document. It is essential to have a microchip inserted for claiming purposes as it identifies each pet specifically and has the legal owner’s details on the database.

How do I get my pet microchipped?

Your pet needs to be microchipped at the veterinarian or welfare organization. The microchips are individually packaged in a sterile syringe, and a veterinarian simply injects it under the skin between the shoulder blades. When the microchip is injected, owners need to complete a registration form with all contact details and the pet’s details. One copy of the form goes to the owner, one copy to the vet and one copy goes to the Microchip company.

Does my Pet need to have a microchip in order to join?

No, your pet does not need to have a microchip to join but they must have a microchip in order to claim. You can sign your pet up now and, the next time you visit your vet, you can get them to insert a microchip for claiming purposes. Microchipping is done at the owner’s expense.

Can the microchip harm my pet?

No. The microchip must be inserted by a veterinarian. It does not move around in the body and it doesn’t harm the pet.

Is it painful to insert a microchip?

No more than any inoculation.

Can the microchip track my pet’s location?

No, the microchip does not send out signals that can be traced by a tracking device or picked up via satellite.