Frequently Asked Questions

Membership Information *Click on the question or arrow to view the answer

The premium is calculated according to a number of risks associated with the insured Pet and is printed on the relevant Certificate of Insurance.
If you do not know the exact age of your pet, it is not a problem, your vet will be able to give you an approximate age of your pet. You can use this age estimate when applying.
Puppies and kittens can join Regal Pet Insurance from 8 weeks of age. In general we suggest insuring your pet as early as possible.

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 Regal Pet Health, brought to you by Hollard.
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.
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.
Yes. Pets can join from 8 weeks of age on all plans and with Regal Assured and Regal Royal no pet older than 8 years can join. Once enrolled, cover may be kept for life, provided your premiums are kept up to date.
There are three payment methods:
1. Monthly debit order on 26th (for the next month’s premium), 1st or 4th of the month.
2. Credit card debit on 26th (for the next month’s premium), 1st or 4th of the month.
3. Annual Payments are paid once by EFT payment or the once off payment can be taken directly from your credit card (subject to agreement with and acceptance by us)
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. The one calendar month notice is effective from the 1st of the month.
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 2017, your policy will start 1 March 2017. If you apply on 7 March 2017, your policy will start 1 April 2017).
There is a one calendar month waiting period after the start date of your pet for all conditions on all plans. This means that if your policy starts on 1 March 2017, you will not be able to claim for any veterinary expenses during the month of March.

There is a three calendar month’s waiting period from the start date of your pet’s policy for all Routine Care claims.

There is a six calendar month’s waiting period from start date of your pet’s policy for all cruciate ligament claims.
No, but you can change the pet over to a new owner.

However the Pet may be transferred to a new owner, at the discretion of the Scheme.

The normal plan waiting periods will not apply unless there is a lapse in the monthly premium payment for the pet between the change of ownership. However if the pet is moving from Accident only option to a Comprehensive option the waiting periods will be applied.
Yes, at the discretion of the Scheme.

This is allowed only once in the lifetime of a pet policy, on the pet’s anniversary date.
Depending on the upgrade, the applicable waiting periods might be applied. E.g. moving from Accident only option to a Comprehensive option the waiting periods would be applied.

There is no waiting period applicable for a downgrade of cover.

Important Notice
We recommend the products we distribute. In doing so, we do not consider whether the product is appropriate for your own personal objectives, financial situation or needs. This Insurance is subject to limitations, conditions and exclusions.

For full details of the protection provided by the policy, please read the Regal Pet Insurance Policy Document, Schedule of Benefits and Certificate of Insurance carefully.

A comprehensive policy pack containing the above will be forwarded to you on our acceptance of your application. Your application is subject to underwriting guidelines. Acceptance of this insurance for any pet is at the discretion of the underwriters. We reserve the right to decline acceptance of a pet, to vary the conditions on which the insurance is accepted and to vary the conditions and premiums at any time

 

Claims Information *Click on the question or arrow to view the answer

No, the insurance contract is between you and Hollard. You are required to pay the vet first and then claim from us.
No, you do not need pre-authorisation before your pet is treated.
The money will be deposited directly into your bank account. You will be sent a letter by email explaining how the claim was paid.
Benefits are paid at 100% or 70% of the Regal Pet Insurance Tariff, depending on the option selected, less the applicable excess. Annual sub-limits apply (refer Schedule of Benefits).
Pay the vet first.

Send us all the required documentation

A complete claim consists of:
▪ A Completed Claim Form
▪ Proof of Payment
▪ Full Detailed Vet Invoice
NB: If this is the FIRST claim for this pet, a FULL veterinary history is required.

A completed claim form with supporting documentation can be:
▪ Submitted using our Mobile App (download from App store) or
▪ Submitted using our Mobile App (download from App store) or
▪ E-mailed to: claims@petsure.co.za ; or
▪ Faxed to: 086 661 0989

Claims must be received within 60 (sixty) days from date of treatment
Incomplete claims will delay the processing of your claim
The excess is the amount of the benefit calculated that we do not refund. There is no excess for Routine Care claims.
Claims are refunded within 14 working days from receipt of all required documentation.

 

Cover Information *Click on the question or arrow to view the answer

Regal plans offer a wide range of cover from Accident Only to Accident & Illness options to cater for Veterinary treatments for accidental injury and illness conditions depending on the plan selected.

The Regal plans all include a Routine Care offering to help towards the day to day care of your pet(s).
As with 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), breeding and pre-existing conditions.
Elective procedures such as dew claw removal are excluded.
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.
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.
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.
Members have a duty of disclosure to inform Regal Pet Insurance of any condition, illness or injury that first occurred or showed clinical signs before your policy started. We also require a full vet history for your pet at the time of first claim from. These allow the underwriters to identify any pre-existing conditions.
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.
Benefits renew on the anniversary of the Pet’s start date.
No, the benefits do not accumulate across policy periods. The policy benefits will expire at the end of each policy year.
You can use any Veterinarian who is licenced to practice in South Africa.
The website contains all the information you should require to help make a decision, otherwise for further assistance contact us on 086 00 73425 or email membership@petsure.co.za .

 

Microchip Information *Click on the question or arrow to view the answer

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.
Your pet needs to be microchipped at a veterinarian or pet welfare organisation. The microchips are individually packaged in a sterile syringe, and a veterinarian simply injects it under the skin between the shoulder blades.
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.
Yes, a microchip is a unique number, much like a person’s ID number in their ID document. It identifies each pet specifically and has the legal owner’s details on the database.
No, the microchip will not harm your pet.
No more than any inoculation.
No, the microchip does not send out signals that can be traced by a tracking device or picked up via satellite.