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Frequently Asked Questions

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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.

Pet

Do you offer any discounts for pensioners or SASSA members?

Unfortunately, not at present.

Do I get a Medical Aid card?

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 petclaims@dotsure.co.za.

Do you cover annual check-ups for my pet?

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.

Are vaccinations covered?

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.

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 be reset to the full amount. Should you still have limits left on renewal, these will be forfeited.

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 30-days ahead of time.

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

Yes. You can upgrade or downgrade 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.

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

Examples of what could be classified as an accidental injury are things like 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.

How many times can I claim in a year?

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. 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.

Can I add Wellness Cover to any of my pet insurance plans?

At this point in time, the Wellness Cover is only available on our Superior Plan.

Do you cover sterilization?

Sterilization is covered up to a specific limit under our wellness benefits which are included on our Superior Plan.

Do you cover routine care?

Certain routine care procedures are covered up to specific limits under our wellness benefits which are included on our Superior Plan.

Is dental care covered?

Dental care is covered up to a specific limit under our Wellness benefit on our Superior Plan. Click here to view the different plans and their cover limits.

What does the pet wellness benefit cover?

The wellness benefit is included in our Superior Plan. You’ll be covered for vaccinations, deworming, flea control, neutering, and dental check-ups for up to R400 per claim. 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.

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

Yes, you will receive a 15% discount on your entire premium when you insure more than one pet.

What is covered under the different pet plans?

We have various plans available that range in price and cover. Click here to view the different plans and their cover limits. If you still have questions, please give us a call on 0861 368 7873.

How can I find out what plan my pet(s) are on?

To find out what plan your pets are on, you can log into your Manage Portal. Once you’re 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.

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

This will need to be diagnosed by a veterinary professional.

Do you cover pre-existing conditions?

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

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 dotsure.co.za?

You can upgrade at any time, but the pre-diagnosed condition will only be covered as per the cover limits on the original plan when the diagnosis was made.

How do I cancel my pet policy?

To cancel your pet policy, please contact us on 0861 368 7873 or send an email to u2us@dotsure.co.za.

How do I remove a pet from my policy?

You can remove a pet in your Manage Portal. Log into your Manage Portal and on the “Overview” page, scroll to your pet policy card, select “View Details”. 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 u2us@dotsure.co.za and one of our agents will gladly assist you.

How do I add a pet to my existing policy?

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 u2us@dotsure.co.za and one of our agents will gladly assist you.

How do I change/select my pet’s gender?

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 chat box, 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 u2us@dotsure.co.za and one of our pet services agents will gladly assist you.

Do I have to visit a specific vet practice?

No, we accept all vet practices if they are registered with the relevant regulatory bodies.

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 live on the same property.

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

Where can I download a pet claim form?

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 u2us@dotsure.co.za and one of our agents will gladly assist you. You can also click here to download the claim document.

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

You can view your plan type and it’s cover limits in your policy documentation which is available for download on your Manage Portal. 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.

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

Unfortunately, we work on a reimbursement basis and will pay you once your claim has been finalised. However, our turnaround times are pretty awesome. Pet claims are typically settled within 24 to 48-hours*.

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.

Which vets can I use?

Totally up to you! As long as they are fully qualified and registered with all the relevant authorities.

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

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.

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 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.

Do you cover chronic medication?

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.

What do you classify as an “exotic pet” and why do you cover them anyway?

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.

Are birds required to have yearly vaccinations?

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*.

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

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.

My cats have allergies. Do you cover allergies?

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.

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

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% 😊

Do you cover vaccinations?

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.

Life

What is a waiting period on my Life policy?

This is simply the amount of time from the start date on your policy that must pass before your cover kicks in. On your Life policy, there is a 6-month waiting for death from natural causes.

What is the maximum level of cover I can get for my family on my Life policy?

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 cover per adult dependant.

Do you offer full comprehensive life cover?

Unfortunately, not at present.

Do you have any other benefits on your Life policy?

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.

What is the age limit for cover on the funeral benefit for your Life policy?

Our maximum entry age is 69 years of age, but if you are already with us before that, then you’re good to go.

How many dependents can I add under the funeral benefit on my Life policy?

You can cover an unlimited number of family dependants on your Life policy.

Motor

What happens to the telematics unit if I cancel my insurance?

The Smartbox comes with a 36-month contract with Netstar. If you’re insured with us, the cost of this Smartbox is included in your premium at no additional cost. Should you cancel your policy, you will need to continue paying Netstar for the Smartbox for the remainder of the contract period.

Is it necessary to fit the Smartbox device even if I have my own tracker and will I be paying extra money for that?

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 should you cancel your policy.

Why does the Smartbox Telematic device carry a 36-month contract?

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 cancelled before the 36-month contract ends, you as the client, will need to continue your contract with Altech Netstar directly.

How does the motor Name Your Price™ product work and what is regarded as a cover exclusion?

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 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. After logging 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”.

What do you mean by “a minimum of 10%” on my motor policy’s excess structure?

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).

Do you provide me with credit shortfall cover/ top-up cover?

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.

Why don’t you offer a courtesy car or car hire?

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 pat for car hire, but ultimately, how they use it is up to them.

What does an NCB (no claims bonus) or previous insurance history on my motor policy refer to?

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.

How do I access and track my vehicle on your website?

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”.

What is Tyre and Rim cover on my motor policy?

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 tyres. *Please note that that product does not provide cover for wear and tear.

What is Scratchzone cover on my motor policy?

Scratchzone cover is a value-added product that carries a separate premium. Scratchzone offers cover for damage from minor dents and scratches.

What is Excess Buster on my motor policy?

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.

What is Platinum Cover on my motor policy?

Platinum cover is a value-added product that carries a separate premium. Platinum cover pays out a cash amount to you with every valid motor claim to help you with the cost of car hire.

Why do I have multiple debits deducting for dotsure.co.za?

Most likely you’ve added additional value-added products such as our Platinum Cover, Excess Buster, Scratchzone, etc. These value-added products carry additional premiums and are deducted as separate monthly amounts.

Am I covered outside the RSA?

Yes, you are covered for damage to your own vehicle, but not for theft and hijacking. You will simply need to get a border letter from us before leaving RSA.

What happens if I’m involved in an accident across the border?

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 RSA, we will be able to assist.

What happens if my car breaks down or is involved in an accident in a rural area?

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.

Why do you pay me in cash when I claim, why don’t you repair the car yourself?

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. You can choose to have your claims settled the traditional way, you will just need to let us know and we’ll update your policy accordingly.

General

How do I register to manage my policy online?

Currently 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 u2us@dotsure.co.za.

How do I change my bank details?

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 u2us@dotsure.co.za.

How do I amend my physical address?

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 u2us@dotsure.co.za and one of our agents will gladly assist you.

Where are your offices based?

Our head office is based in George in the Western Cape.

How do I submit a claim?

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 u2us@dotsure.co.za.

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