Frequently Asked Questions

Insurance cover that will assist with reducing the cost of veterinary bills.

There are various benefits (with limitations) ranging from treatments and medical procedures to medicines, dentistry and routine care, depending on which option you select.

Once your vet has treated your pet, fill in a claim form (refer to the Documents section to the right) and send this along with your vet’s detailed account to PetSure at claims@petsure.co.za or use the PetSure mobile app.

PetSure will then calculate the benefit and value and pay the amount directly into your bank account.

Note that benefits are reimbursed according to the Absolute Pets Pet Insurance Tariff Rate which is based on PetSure’s internal tariff of fees and which is reviewed annually.

Like most insurance policies we have some exclusions to keep your premiums low. These depend on which option you select and may include things like: grooming, pre-existing conditions, special foods and diets, pregnancy. Please read the Policy Document and relevant Rates and Benefit schedule for a comprehensive and accurate list of exclusions.

You can take your pet to any vet who is licensed to practice in South Africa. We will not pay claims for any treatment or service provided by a non-registered pet medical practitioner or person other than a vet.

For Accident Cover your pet must be over the age of 8 weeks to qualify for cover. For Classic Cover and Premium cover, your pet must be over the age of 8 weeks and under 8 years to qualify for cover. If you get cover for your pet while they are between the ages of 8 weeks and 8 years they will be covered for life. For example, if you get insurance for your pet when they are 7 years old they will still be covered after they turn 8 years old and for as long as you are paying your premiums.

If your application is received and approved between the 1st and the 5th of the current month your policy start date will be the 1st of that month which means you are able to access your benefits and start claiming from the 1st of the next month (after the one calendar month waiting period). If your application is received and approved after the 5th of the month, your policy start date will be the 1st of the next month. You are able to access the benefits and start claiming one month from this start date as the one calendar month waiting period applies. You cannot claim for anything that occurs during the one month waiting period. We will confirm this start date with you in writing on your Certificate of Insurance.

  • Accident cover: one calendar month from the start date of your pet's policy
  • For Classic Cover and Premium Cover:
    • one calendar month from the start date of your pet’s policy, for conditions and routine care; and
    • six calendar months from the start date of your pet’s policy, for cruciate ligament claims.

An ‘accident’ is defined as an unforeseen event that results in visible, physical or bodily injuries as a direct consequence of at least one of the following:

  1. Motor vehicle accident
  2. Burn or electrocution
  3. The actions of another animal
  4. Swallowing a foreign object that requires surgical or endoscopic removal
  5. Snake bite
  6. Allergic reaction to an insect bite other than tick or flea bites

Or an accident resulting in:

  1. A fracture
  2. A broken bone
  3. A traumatic ligament or tendon injury
  4. Lacerations, abrasions or wounds

An illness means an unexpected sickness or disease or any change to your pet’s normal healthy state, which is not caused by injury to your pet. For example: an upset stomach, skin conditions or ear infections.

We offer routine care cover on the Premium Cover option only.

Microchipping is not a requirement on your policy but is highly recommended for the safety of your pet.

If you cancel within 14 days from the start date of your policy you will get your money back with no obligation. If you cancel any time after the initial 14 days we require one calendar months’ notice in writing.

Refer to the Rates and Benefit Schedule in the document section to the right or you can call PetSure on 0860 027 467.

Absolute Pets Pet Insurance has an annual review of Premiums and Benefits effective as of the 1st of July every year.

  • The annual Rates and Benefits increase percentages are determined by Hollard prior to July each year.
  • You will be advised via email towards the end of May each year of the annual review in Rates and Benefits changes (if appropriate) that become effective 1 July.
  • The Absolute Pets Pet Insurance Tariff Rate is based on PetSure's internal tariff of fees which is reviewed annually.

As per the Policy Document clause 6:13 - changing the level of cover can only be undertaken once in the lifetime of a pet policy and can only be effective on the anniversary of the join date of the pet.

  • You are required to place a request in writing to membership@petsure.co.za that you wish to change the level of cover. The PetSure Membership Department will then advise you of the upgrade / downgrade procedure.
  • You are required to give one calendar months' notice to membership@petsure.co.za - to either cancel your current policy and / or to change the level of your cover.