Frequently Asked Questions
Get to know more about our products
At dotsure.co.za we are serious about transparency. It’s important that you know what you’re in for. Here is a short list of our most common questions. If your question isn’t on here yet, feel free to get in touch with us.
Unfortunately, not at present.
We don’t issue medical aid cards. 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. You can submit your claim by either uploading it on your Manage Portal or emailing it to email@example.com.
Yes, annual check-ups are covered up to a specific limit under the Wellness Benefit section on our Superior Plan. You can view all plans on our Pet Cover page.
Yes, vaccinations are covered up to a specific limit under the Wellness Benefit section on our Superior Plan. For more details, refer to your policy schedule (also available on your Manage Portal). On the “Overview” page, simply select the “View Details” button on your pet policy card. When on the “Pet Policies” page, select “Documents” to access your schedule with more details on your cover.
If you are not yet a policyholder, you can view details of all our plans and what your pet will be covered for on each by visiting our Pet Cover page.
On your policy anniversary date, your annual limits will be reset to the full amount. Should you still have limits left on renewal, these will be forfeited.
We don’t have a set annual increase. However, should we have to increase the premium, we will inform you 30-days ahead of time.
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 below the age of 9 years). However, please note that your annual cover limits will not necessarily be renewed. The annual limits will be renewed on your 12-month anniversary.
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, torn ligaments, swallowing a foreign object, cutting the gums open, etc. Please refer to your policy schedule for full terms and conditions.
As many times as you like, as long as the claims fall within your specified cover limits. To view your cover limits, please refer to your policy schedule. If you need to download a schedule you can do so by logging into your Manage Portal. Once logged in, on the “Overview” page, select the “View Details” button on your pet policy card. On the “Pet Policies” page, select “Documents” to access your schedule with more details on claims.
At this point in time, the Wellness Cover is only available on our Superior Plan.
Sterilization is covered up to a specific limit under our wellness benefits which are included on our Superior and Ultimate Plans.
Certain routine care procedures are covered up to specific limits under our wellness benefits which are included on our Superior Plan.
Dental care is covered up to a specific limit under our Wellness benefit on our Superior and Ultimate Plans. Click here to view the different plans and their cover limits.
The wellness benefit is included in our Superior and Ultimate Plans. You’ll be covered for vaccinations, deworming, flea control, neutering, and dental check-ups subject to the limits and sub-limits applicable to each plan. To find out what else is covered, you can download your schedule on your Manage Portal by selecting “Pet” from the menu at the top, then “Documents” on the “Pet Policies” page.
Yes, you will receive a 15% discount on your entire premium when you insure more than one pet.
To find out what plan your pets are on, you can log into your Manage Portal. Once logged in, on the “Overview” page, select “View Details” on your pet policy card. On the “Pet Policies” page, you will then see all the pets on your policy as well as the plan/s they are on. Find detailed information on each plan in your policy documents by selecting the “Documents” option next to your pet policy number. You can also upgrade your plan on your Manage Portal.
This will need to be diagnosed by a veterinary professional.
Unfortunately, pre-existing conditions won’t be covered.
You can upgrade at any time, 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.
You can remove a pet in your Manage Portal. Login to your Manage Portal. Once logged in, on the “Overview” page, select the “View Details” button on your pet policy card. On the “Pet Policies” page, scroll to the policy card of the pet you’d like to remove and select “View Details”. On the “Pet Policies” page, on the mid-upper right-hand side of the screen, you’ll see an option to “Remove pet”. Click on this option and confirm this action. 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 firstname.lastname@example.org and one of our agents will gladly assist you.
Login to your Manage Portal. Once logged in, on the “Overview” page, select the “View Details” button on your pet policy card. On the “Pet Policies” page, scroll down and select “Add a pet”. Now just complete the pet’s details in the form, select a plan and confirm. Alternatively, you can contact us on 0861 368 7873, or e-mail us at email@example.com and one of our agents will gladly assist you.
You can request for it to be updated by sending us a direct message via your Manage Portal. Simply click on the chat icon (orange bubble) in the bottom right-hand corner of your screen. In the chatbox, select “Pet Insurance”, then type your request there and hit Enter on your keyboard to send. Alternatively, you can contact us on 0861 368 7873, or e-mail us at firstname.lastname@example.org and one of our pet services agents will gladly assist you.
No, we accept all vet practices if they are registered with the relevant regulatory bodies.
Yes, but only if your friend or family member does not live on the same property.
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.
You can download a pet claim form on your Manage Portal. Once logged in, on the “Overview” page, select the “View Details” button for your pet policy. You’ll see a few options next to your policy number. Select “Documents”, then click on the sliding button next to “Claim Form” and hit “Email Me” to send. We’ll then send the form to the e-mail address on your policy. Alternatively, you can contact us on 0861 368 7873, or e-mail us at email@example.com and one of our agents will gladly assist you.
You can view your plan type and it’s cover limits in your policy documentation which is available for download on your Manage Portal. Once logged in, on the “Overview” page, select the “View Details” button on your pet policy card. On the “Pet Policies” page, select “Documents”, then click on the sliding button next to the policy document/s you need and hit “Email Me” to send. We’ll then send the requested document/s to the e-mail address on your policy. It’s important to pay attention to the per-claim limits and sub-limits per claim. Not a client? You can view those cover limits here. Alternatively, give us a call on 0861 368 7873.
Unfortunately, we work on a reimbursement basis and will pay you once your claim has been finalised. However, our turnaround times are pretty awesome, as we typically settle pet claims within 24 to 48-hours*.
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.
Totally up to you! As long as they are fully qualified and registered with all the relevant authorities.
No, unfortunately not. We do offer cover for hereditary conditions on our Superior Plan, 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 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 payout) 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 and Superior plans. This includes chronic medication. Remember though, that we don’t cover medication for 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 of animal, we believe that we have a responsibility to ensure that all that are legally owned receive the veterinary care that they need.
Firstly, we don’t require any pets to have annual vaccinations, but strongly advise that you do. Birds, however, don’t get vaccinations, they are given regular vitamin injections. WE suggest you have that done to- it’s just good parenting *squawk*.
We can 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 asap so that you know if you can expect any health problems in the future.
This is one that you need to be careful with. We cover allergies, but only when they are a result of an external factor (from outside the body). An example of something that would be covered- Mr Whiskers got a rash from a plant that he brushed up against in the garden. An example of something that would not be covered- Mr Whiskers was born with asthma and has just had an asthma attack.
Yes, you will be covered! We view this as an accident and all our plans cover accidents. Also, remember our multiple pet discount of 15% 😊
Yes we do, but only on our Superior plan. Technically the cover for vaccinations will fall under our ”Wellness” plan and will be subject a reasonable limit.
This is simply the amount of time, calculated from the start date of your policy, that must pass before your cover kicks in. On your Life policy, there is a 6-month waiting period applicable for claims as a result of death from natural causes.
We offer R2000 – R100 000 funeral cover for you and your spouse. We will also cover an unlimited number of family dependants on your policy, for up to a maximum of R20 000 per adult dependant.
Unfortunately, not at present.
Other benefits on your Life policy include the following:
- Legal benefits, such as telephonic and face-to-face legal advice;
- Emergency medical benefits and medical advice; as well as
- Free body repatriation to assist with logistics linked to the funeral.
Our maximum entry age is 69 years of age, but if you are already with us before that, then you’re good to go.
You can cover an unlimited number of family dependants on your Life policy.
The Smartbox comes with a 36-month contract between you and Netstar. If you’re insured with us, the cost of this Smartbox is included in your premium at no additional cost. However, should you cancel your policy, you will need to continue paying Netstar directly for the Smartbox for the remainder of the contract period.
If you have selected our Name Your Price™ policy, you will be required to fit our Smartbox. We use specific technology to allow you to customise your Name Your Price™ product. You’ll also be able to log into the Telematics portal to track or monitor your own vehicle. The Smartbox premium is included in your monthly premium, but you will be liable for payment directly to the service provider should you cancel your policy with us.
We make use of a third-party company called Altech Netstar and the 36-month contract with them is a requirement for fitment. The monthly premium for the unit is included in your overall monthly car insurance premium while you are a client with dotsure.co.za. Should the insurance policy be canceled before the 36-month contract ends, you as the client will need to continue your contract with Altech Netstar directly.
On our motor Name Your Price™ policy, you can opt to exclude specific cover options from your policy, which in return allows for a lower premium. The cover exclusions are optional and include adding or removing the following cover options:
• windscreen cover,
• hail damage cover,
• weekend driving,
• night-time driving, or
• driving over 1000km’s per month.
If you exclude any of these in return for a lower premium, you won’t be covered for that specific exclusion.
For more detailed information on exclusions, terms and conditions, applicable to your policy, refer to your policy documents. You can access these documents via your Manage Portal. Once logged in, on the “Overview” page, select “View Details” on your policy card. Then select “Documents”. Select the slider buttons next to the document/s you wish to access and hit “Email Me”.
Suppose your basic excess is 10% of the claim with a minimum of R2 500. This mean that the lowest excess you’ll ever pay is R2 500. However, if the damage or loss of your vehicle is, for example, R50 000, you will need to pay 10% of that (R5 000). It’s R2 500 or 10% of the claim (whichever is higher).
Yes, limited credit shortfall cover is included in all of our vehicle policies, at no additional charge. When you sign-up, you will receive an SMS to activate the cover. If you haven’t received the SMS, please contact our call centre on 0861 368 7873.
We don’t offer a car hire benefit in the traditional sense. You can opt to add Platinum Cover to your vehicle policy which will pay out a cash amount to you whenever you have a valid claim. Customers often use this to pay for car hire, but ultimately, how they use it is up to them.
Your NCB (no claims bonus) or previous insurance history indicates how long you have had uninterrupted full comprehensive insurance without any losses or previous claims. The longer your track record, the bigger the discount you could receive on your monthly premium. With the inception of your policy, we require proof of your insurance history in order to maintain your discounted premium. Proof of your previous insurance needs to be submitted to us within 30-days of your policy inception date. If we do not receive your history, which can be obtained from your previous insurer(s), your premium will be adjusted and it could even affect your claim.
You can monitor your vehicle on our Telematics Portal which can be accessed via Manage Portal. Once you’ve logged in, scroll down to your vehicle card and select “Open Telematics Portal”.
Tyre and Rim cover is a value-added product that carries a separate premium. This product offers cover for damage to your insured vehicle’s mags, wheels, rims and tires.
*Please note that this product does not provide cover for wear and tear.
Scratchzone cover is a value-added product that carries a separate premium. Scratchzone offers cover for damage as a result of minor dents and scratches.
Excess Buster is a value-added product that carries a separate premium. Excess Buster reduces your excess payment in the event of a valid claim.
Platinum cover is a value-added product that carries a separate premium. Platinum cover pays out a cash amount to you in the event of a valid motor claim to help you with the cost of car hire.
Most likely you’ve added additional value-added products such as our Platinum Cover, Excess Buster, Scratchzone Cover, etc. These value-added products carry additional premiums and are deducted as separate monthly debit orders.
Yes, you are covered for damage to your own vehicle, but not for theft and hijacking. You simply need to get a border letter from us before leaving RSA.
If you are involved in an accident across the border, you will have to bring the car over the border gate. Once your vehicle is within the Republic of South Africa’s borders, we will be able to assist.
We work with service providers nationwide, so all you need to do is call us on 0861 368 7873, and help will be sent swiftly.
Generally, we operate on a “Cash in Lieu” basis. This means that we settle your claims in cash so that you have the freedom to choose your own service providers and handle the accounts yourself. However, you can choose to have your claims settled the traditional way. Just let us know and we’ll update your policy accordingly.
You can self-manage your Pet, Car, Household and Life policies online. To do so, click here and follow the instructions. It’s important that you use exactly the same details that you provided us when signing-up. Should you not be able to register, kindly call us on 0861 368 7873 or send an email to firstname.lastname@example.org.
Your banking details and debit date can be updated on your Manage Portal. Once logged in, under the “Overview” page, select “View Details” on the relevant policy card. On the next page, select “Banking” and you’ll have access to update/change your details. You may be required to enter a One Time Pin (OTP) for updates to your banking details. Should your product not reflect, or if you cannot register on your Manage Portal, contact us on 0861 368 7873 or send an email to email@example.com.
You can log into your Manage Portal. Once logged in, under the “Overview” page, select “My Details” at the top of the page and you’ll have access to update your address. Alternatively, you can contact us on 0861 368 7873, or e-mail us at firstname.lastname@example.org and one of our agents will gladly assist you.
Our head office is based in George in the Western Cape.
Whether you have a Pet, Motor, Household or Life policy, the best way to submit a claim would be on your Manage Portal. Once you’re logged-in, on the “Overview” page, simply scroll to the product you’d like to claim for and click “Submit Claim”. If you have any trouble, you can call us on 0861 368 7873 or e-mail us at email@example.com.