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. You can view the full terms and conditions in your policy wording on your Manage Portal.

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.

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

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 valid pet claims within 48 hours, subject to submission of 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 always available on your Manage Portal. Simply hit send next to the requested document(s) to trigger their sending 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.

Yes, but only if your friend does not live on the same property and only if you can prove legal liability. If it is a family member, then there is no cover.

This will depend on your chosen cover plan and the cause of the complication. Each claim is processed and considered on its own merit.

You can request for it to be updated by sending us a direct message. 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.

You can do it all from your Manage Portal, simply log in and add it to your existing pet policy. Alternatively, you can contact us on 0861 368 7873 or email us at u2us@dotsure.co.za and one of our agents will gladly assist you. Did you know adding another pet to your existing pet insurance policy will get you a cool 15% off your total pet insurance plan premium (excluding optional extension premiums)?

The easiest way to remove a pet from your pet insurance policy is on your Manage Portal. Please note that if you only have one pet on your policy, you will not be able to use the “Remove pet” function. 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.

To cancel your pet policy, please contact us on 0861 368 7873 or send an email to u2us@dotsure.co.za and one of our agents will gladly assist you.

You can upgrade at any time via your Manage Portal, but the relevant waiting periods will apply from the date of the upgrade. Any conditions that existed before the upgrade or before the end of the relevant waiting period will be subject to the limits and conditions of the plan the pet was on when the symptoms first presented. Therefore, the upgrade will take effect for any future conditions and claims ONLY.

Congenital conditions are conditions your pet was born with (although symptoms or complications as a result of these may only present at a later stage). Pre-existing conditions are conditions that present symptoms before the start of the policy or before the end of the applicable waiting period. Unfortunately, pre-existing and congenital conditions are not covered.

This will need to be diagnosed by a veterinary professional.

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 vaccination is required. This is covered under the wellness benefits on the Superior and Ultimate Plan.

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.

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

You can change it on dotsure.co.za via your Manage Portal, or contact us on 0861 368 7873, or e-mail u2us@dotsure.co.za and one of our agents will gladly assist you.

We have various plans available to suit all budgets and needs. Click here 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 u2us@dotsure.co.za.

Yes, you will receive a 15% off on your total pet insurance plan premium when you insure more than one pet. Note that the premiums for the Excess Buster, Funeral Support, and Sub-limit Buster add on products are not included in the total premium when calculating this discount.

The wellness benefit is included in our Superior and Ultimate Plans. You'll be covered for vaccinations, deworming, flea control, neutering/sterilisation, and dental check-ups subject to the limits and sub-limits applicable to each plan. You can view your plan type and its cover limits in your policy documentation which was emailed to you, or you can log in to your Manage Portal and view the details there.

Routine/precautionary dental care is covered up to the specified limit under our wellness benefit on the Superior and Ultimate Plans. Click here to view the different plans and their cover limits. If dental care is medically required (for example, an accident, chipped tooth, or illness like gingivitis), the treatment may be covered under the accidental or illness benefits of the other plans. For more information, please give us a call on 0861 368 7873 or email u2us@dotsure.co.za.

Sterilisation is covered up to the specified limit on our wellness benefits (Superior and Ultimate Plan only). Should a vet advise that sterilisation is medically required, it could be covered as treatment of an illness, submission of a valid claim and required supporting documentation. Please keep in mind that every claim is considered on its own merits.

At this point in time, the wellness benefits are only available and included as part of our Superior and Ultimate Plans. Existing pets can be upgraded to the Superior or Ultimate Plan anytime via your Manage Portal, as long as they are still younger than the maximum entry age.

As many times as you like, as long as the claims fall within your specified cover and annual limits. You can view the policy limit in your schedule or check your remaining balances on the Manage Portal.

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, which 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 or downgrade your plan at any time on your Manage Portal, and as many times as you'd like (as long as your pet is below the age of 9 years). However, please note that your annual cover limits will not necessarily be renewed. The annual limits will only be renewed on your 12-month anniversary. Certain benefits and cover on your new plan could be subject to a waiting period.

All policies are subject to an increase annually on the anniversary of cover, but you will always get 31 days' notice of any change in premium.

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.

Yes, vaccinations are covered up to a specific limit under the wellness benefit section of our Superior and Ultimate plans. For more details, refer to your policy schedule (also available on the Manage Portal). If you are not yet a policyholder, you can view the details of all our plans and what your pet will be covered for by visiting our Pet Insurance page.

General annual check-ups are not covered. If your pet is sick or injured and needs to go to a vet, we will however pay the normal consultation fee, depending on your policy plan and limits. You can view all plans on our Pet Insurance page.

We don't issue medical aid cards. When you claim, you simply need to complete and submit a claim form, together with the vet's invoice to be reimbursed for a valid claim. You can submit your claim by either uploading it on the Manage Portal.

Unfortunately, not at present.

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 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.

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

Our definition of an exotic pet is simply any pet that is not a cat or a dog. Although dotsure.co.za does not necessarily support owning certain species, we believe that we have a responsibility to ensure that all legally owned pets receive the veterinary care that they deserve.

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, 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 at any time.

Clear and comprehensive details relating to the incident is required, completed in the client questionnaire which we will provide. We also require that you forward copies of any documents issued by the third party. We strongly advise that no payment is made to the third party until the claims process has been followed through. Remember to obtain all contact details as co-operation from the Third-Party is important for claim proceedings.

No.

Yes, the excess stipulated in your policy schedule is applicable.

Complete a dotsure.co.za pet Claim Form including reference to the third party's contact details and any other supporting documentation such as quotations/invoices/medical bills etc. and submit on the Manage Portal.

Only if liability can be established and the payment on behalf of the third party was in good faith and not in admittance of liability.

60 working days once all the necessary documentation is received.

As this is a legal claim, we still need to investigate whether all legal requirements have been met and whether any legal defences on our insured's pet's behalf exist.

Your claim will not be prejudiced; however, the Third-Party Liability claim will not be entertained. Should the Third-Party wish to take further action, Dotsure will defend the same on the client's behalf.

Property is any item which belongs to, or is owned by, a third party, which includes pets and any object the damage is caused to.

Residing together means sharing the same residential address, which also includes a complex and a duplex.

Yes, we have the Accidental Senior Plan that caters for pets 9 years or older.

Each claim is assigned a specific claim number. If you submit a follow-up claim for the same diagnosis, condition or injury related to an already reported claim, the payout will be calculated based on the remaining limits from the initial incident or claimable event.

If a claim status shows 'cancelled' this could be due to 1) outstanding documents, which you can upload to the Manage Portal or 2) the claim submission is related to a claim that has been reported already and will be administered as a follow-up claim.