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What Pet owners always ask

Everything you need to know about PetFirst

With PetFirst, you pay for the vet bill upfront so there’s no waiting for treatment. Then you submit documents to us to claim against your cover limit. Once your claim has been assessed and approved, we pay you directly within 14 days of receiving all the required information.

Here’s what you’ll need to claim:

Detailed invoice

Proof of payment

Pet’s history

Claims need to be submitted within sixty (60) days of the treatment date. Forms need to be signed by both the registered vet and policyholder.

Claims can be submitted with the barkbot to which is the digital claim submission platform. 

  • Excess and Script Levy
    Excess is the portion you are responsible for on each claim. It is deducted automatically after the pay-out has been calculated. • R230 or 16.5% of the applicable benefit, whichever is the greater. • A minimum Excess of R330 will apply for Pets under the age of 13 months at the time of treatment. • Continuation treatment of the same condition within 31 days will carry an Excess of 16.5%. A Script Levy is the fee you pay for dispensed medication as set out in your Schedule of Insurance and Benefits. • For chronic conditions: you pay the first R100 per script. • For non-chronic conditions: you pay the first R50 per script.
  • Annual Cover limit
    With PetFirst, you set your own annual limit. This is the maximum compensation that PetFirst will pay out in a policy year for all valid claims. Claims are paid at the standard rate up to a maximum of the Treatment Annual Maximum or Overall Annual Maximum (less the applicable excesses and levies). There may be an annual limit or per claim limit in any one policy year. Please see your Schedule of Insurance and Benefits for details
  • What is the definition of a Pet Accident
    Accident means a sudden, unforeseen and unintended event causing injury to your pet, excluding any deliberate act by you. To qualify for cover, the accidental injury must: Either be a direct consequence of at least one of the following: Accidental poisoning Allergic reaction to an insect bite (other than tick or flea bites) Burn or electrocution Motor vehicle accident Near-drowning Swallowed or embedded foreign object requiring surgical or endoscopic removal. Or, it must result in: Bone fracture Bite wounds or fight wound abscess Lacerations, abrasions or wounds Snake bite toxicity Tooth fracture (excludes the scale and polish) Traumatic ligament or tendon injury
  • PetFirst Exclusions (Must Read)
    We want your pet to get the best cover possible, but please bear in mind that some treatments and conditions are not covered by your policy. Some of these are listed below, but be sure to check your policy wording for the full details. Your policy does not cover... The cost of treatment for pre-existing conditions, excluded conditions or pandemic diseases. Claims arising from, or treatment rendered, outside the borders of South Africa. Diagnostic tests or treatments for: Conditions excluded from your policy. Conditions where a diagnosis of a condition is inconclusive and where the treatment protocol is similar to the treatment protocol typically applied to an excluded condition. Complications arising from conditions excluded from this policy. Claims which do not result in a diagnosis of an illness or a condition. Elective Treatments and Procedures: Treatments you choose to have carried out that are not directly related to a covered illness or injury. Cost of voluntary euthanasia, autopsy, disposal, cremation or burial of the pet. Voluntary cosmetic procedures and surgeries such as tail docking, dewclaw removal, and skin fold resection. Claims not received within sixty (60) days of treatment. Treatment of conditions or diseases relating to congenital or hereditary defects, or conditions directly caused by such defects. Prescription and special diets, pet food, nail clipping, grooming and bathing. Non-essential hospitalisation, boarding or transport expenses. Specific conditions which are excluded: Hip dysplasia and related conditions Elbow dysplasia and related conditions Entropion Ectropion Distichiasis Treatment of the following. For dogs: distemper, infectious canine hepatitis (canine adenovirus), parainfluenza and rabies. For cats: feline leukaemia (FeLV) and rabies. Any extra charges for treating your pet outside of normal weekday and Saturday morning consulting hours unless the treatment was for an emergency as confirmed by the vet. Claims arising during or falling into any Waiting Period. Costs related to the treatment of any illness that arises due to your Pet not being vaccinated as would have been normally recommended by a vet. Any claim arising during, after or as a result of Illegal activities.
  • PetFirst Age Limits
    Unless otherwise agreed by us in writing, your pet must be within a certain age range at the start date of your policy. After this, however, as long as your premiums are up to date, your pet will be covered for life. Pets must fall into the following age ranges at the start date of the policy: Small dogs: between 8 weeks and 11 years old Medium dogs: between 8 weeks and 10 years old Large dogs: between 8 weeks and 8 years old Cats: between 8 weeks and 10 years old
  • Complementary Treatment
    This benefit can be used for treatments not forming part of the conventional veterinary treatment including, but not limited to, homeopathic remedies, acupuncture, chiropractic treatments and physiotherapy. Complementary treatments are only covered by your policy if rendered by a vet, vet nurse or practitioner (e.g., physiotherapist) registered with the South African Veterinary Council.
  • Public Liability Cover
    This option is only available for dogs and covers you against any loss or damage your pet may cause if you are held legally responsible for their actions. We cover you up to your limit of indemnity for either one, or a series of incidents due to one insured event. This covers you against any loss or damage to property or death or bodily injury to people. How to claim: Advise us of any incident which may potentially give rise to a claim against you. Tell us immediately after you receive a letter of demand, summons or if another legal process was issued by you or against you. Tell us immediately about any incident that caused bodily injury or death to others, or damage to another person's property. Send any police reports, court documents, letters of demand or any settlement offers to us.
  • PetFirst Multi Pet Discount (10%)
    When insuring more than one pet, PetFirst adds a 10% discount automatically to the total combined premium for all pets.
  • Annual and Sub Limits Explained
    The cover limit a policyholder chooses is the maximum compensation that you will receive for an accident and illness claim over a yearly period. Your cover amount is unique to each pet, and each year the cover limit renews. “Treatments Annual Maximum” or “sub limits“means the maximum payout we will make in a Policy Year for all treatments listed on the Schedule of Insurance and Benefits paid at the Standard Rates subject to the Overall Annual Maximum. There may be an annual or per-claim limit in any one Policy Year. Please see Schedule of Insurance and Benefits for details. Excesses apply to all claims.
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