Frequently Asked Questions

Find out more about pet insurance from Kido Pet.

Policy Basics

When does my policy start and what are the waiting periods?

As soon as you pick which plan you want and sign up with Kido Pet your fur kids are covered. No waiting for us to check your pets’ clinical history with your vet – we’ll do this on your first claim.
The waiting periods to apply from date of policy inception and / or the addition of a pet to the Family Care product is as follows:

  • Thirty (30) days basic waiting period for all Illnesses
  • Specific conditions for pets under the age of eight years of age : A 3 month waiting period for all musculoskeletal conditions, growths, hereditary, congenital, and breed related conditions is to apply. This will be waived if your pet has seen a veterinarian within this 3 month waiting period without any of these conditions noted.
  • Specific conditions for pets over the age of eight years and / or have no clinical history eg. Rescue or rehomed pets : A 1 year waiting period for all musculoskeletal conditions, growths, hereditary, congenital, breed and age related conditions is to apply. This will be waived if your pet has seen a veterinarian within this 1 year waiting period without any of these conditions noted. Blood tests must be done to rule out any Illnesses.
  • No waiting period for Accident cover with the exception of musculoskeletal conditions for a period of 3 months. This will be waived if your pet has seen a veterinarian within this 3 month waiting period with no musculoskeletal conditions noted.
Is a veterinary exam required to enrol in Kido Pet Insurance?

No vet exam is required to sign your fur kid up with Kido Pet and get them covered. Although this might assist in having specific waiting periods waived.

Can I visit any veterinarian in South Africa?

Your fur kid is covered at any Veterinary Practice registered with the South African Veterinary Council. So if you on holiday, need an Emergency Hospital or your fur kid is referred to a Specialist Vet, no worries, they covered.

What is my excess per claim?

Whether it is for an Accident or Illness claim, your excess per claim will always be 15% of the claim minimum R250 for the first invoice and 15% thereafter.

If you opt into our Premium Party Pack you will receive a 10% discount on your premium with a flat excess of R1 000 OR a 20% discount on your premium with a flat excess of R2 000 to apply. There is a 3 month notice period when opting in or out of this.

What is the Vet Whizz Fee?

For speedier claim settlements, you have the expertise of an in-house qualified Veterinarian managing your claims. This will cost an additional R11.50 per month per plan.

How do you determine a pre-existing condition?

We check this out when you lodge your fur kid’s first claim. We will go through your pet’s clinical history at your primary vet and any other vet practices that your fur kid has been to in the past. Any condition that could result in long term problems or become a chronic condition that was noted before sign up or during the waiting periods will be deemed as pre-existing.

Will Kido Pet Insurance waive pre-existing conditions?

If your fur kid has not experienced a pre-existing condition or complication thereof for a full policy year this will be reviewed upon policy renewal. Conditions that will never go away, eg. arthritis, will always be deemed as pre-existing.

About Kido Pet’s Plans & Coverages

How does the Family plan work?

Our Family Plan is the beauty of our product and what we are most excited about. You can cover up to 3 fur kids on our Family Plan for the price of 1. We spread the risk of which pet gets sick or injured so you can now afford to cover all of them. No more having to choose which fur kid is more likely to go to the vet… and then the other one gets sick. Or just not covering any of them at all. How do we do this? Using the Kido Best Plan as an example, we take the maximum annual limit of R35 000-00 for one pet and spread it over all three so that at least one of the three will be covered for up to R17 500-00 and there is still cover to spare for the other 2 pets. If you want to understand this product better checkout our Rates & Benefits, email us on hello@kidopet.co.za or give us a call on 012 667 1293.

What's covered?

Depending on which plan you choose your pet/s will be covered for the following:

Kido Must – Cover for Accidents only

Kido Best – Cover for Accident and Illnesses

What's not covered?

Our main 2 exclusions are pre-existing conditions and routine care.

What else is excluded?

We don’t cover your pet for any elective or cosmetic procedures.

If you willingly give your pet a bone to chew on and something goes wrong due to this we won’t cover this. Bones as treats for our fur kids is an absolute No No.

Any disease that can be vaccinated against and vaccination is a prerequisite for cover where a vaccination history does not exist or vaccinations have not been kept up to date

Treatment of a tooth root abscess or periodontal disease if your pet is over the age of 5 years and not had a dental within the past 3 years

Costs related to the treatment of a condition that has a similar treatment to a condition that has been excluded from cover

The workup and treatment of Pica unless a cause unrelated to nutrition is found

Pre-anaesthetic bloods for pets under 8 years of age and suffering from no other illnesses in terms of the Policy Wordings

We don’t cover any transplants, prosthetics or replacements

Any home visits from your vet and voluntary euthanasia of a healthy pet is for your own account

Normal rates will apply if your pet is seen during emergency hours for conditions that are not deemed an emergency

We do not cover cremation services above the basic or any post mortems

We do not cover any treatment for behaviour modification including training

Pandemic and non-endemic diseases will not be covered

Any genetic or chromosome testing will be for your own account

We do not cover pets used for commercial purposes eg. Police dogs, search & rescue dogs etc.

Any costs related to the daily running of a Veterinarian Practice eg. PPE equipment, waste disposal etc.

Claims that are not reported within the required 30 day period from the original date of loss

We do not cover you for the boarding or transport of your pet

If your pet gets lost or strays, any advertising or rewards offered will be for your own account

If your dog has a history for getting into fights with other dogs, we will not cover the vet fees for your dog or any third party if you willingly walked him in a public place OFF LEAD

Any injury or illness due to war activities, riots, strikes or terrorism is excluded

What is an accidental injury?

An unforeseen incident resulting in injury to your fur kid that could not be prevented. Examples are being involved in a motor vehicle accident, bite wounds, swallowing a toy or stone, poisoning, allergic reaction, breaking a bone, tendon injury, stomach torsion….

What is an illness?

Any change to your pet’s normal healthy state resulting in them becoming sick or diseased and that is diagnosed by a veterinarian. Examples being gastro, diabetes, tick bite fever, ear infection, kidney failure, heart problems….

Does my pet need to be micro-chipped?

No microchip or other permanent form of identification is necessary. However we strongly advise that your kid does have a permanent form of identification in the event they stray or get lost.

How does Kido Pet compare to other insurance companies?

We offer Family Plans – You can cover up to 3 pets, dogs with cats, for the price of 1. No more guessing which pet might get sick next, you can now afford to cover them all.

We don’t discriminate between breeds. Whether you are a Dachshund or a Frenchie – you covered.

There is no upper age limit – we welcome the beloved Golden Oldies

We have no sub-limits eg. we won’t only pay out a limited amount towards xrays or a surgical procedure etc.

You sign up knowing exactly what your fur kids are and aren’t covered for. There is no fine print. Our plans are that simple.

Managing My Policy

How will I receive my policy documents?

Once you’ve signed your fur kids up with Kido Pet we will send you your policy documents within 2 working days via email with a confirmation of which plan your kids are on and how much you will be debited per month.

How do I renew my policy?

We will automatically renew your policy on an annual basis and email you your updated policy.

Will my premium increase at renewal?

Depending on your fur kids’ claim history or if any of them have developed a chronic condition Insurers may increase your premium and note exclusions pertaining to a specific fur kid on the renewal policy. You will be able to respond to this before your renewal changes take effect.

Can I change my pet's coverage?

Of course. If you want to increase your fur kids cover from Kido Must to Kido Best then simply pop us an email to request the upgrade. Your claims history will be carried through to the Kido Best Plan. If your fur kids are lucky and had no claims during their policy year and you’d like to decrease cover from Kido Best to Kido Must then again pop us an email. If any of your fur kids have had claims on the Kido Best plan and you wish to downgrade to the Kido Must, your claim history will apply to the new Kido Must limits. If your claims are already over the Kido Must limits then unfortunately you will not be able to downgrade until the end of your policy year. You can let us know if you would like to decrease cover at the time of your annual renewal.

How do I add a pet to an existing policy or account?

If you only have 1 fur kid covered with us under an Individual Plan and you want to cover the rest of the fur kids then simply pop us an email and we will discuss upgrading you to our Family Plan and what other options are available for you depending on how many fur kids you would like to add.

If you have more than 3 fur kids and you want them all covered then you will need to have more than one Family Plan to cover them all.

What happens if I move?

Pop us an email and let us know in writing what your new risk address will be and the date you and your fur kids intend on moving in to your new home.

How do I cancel my policy?

Pop us an email and request cancellation of your policy in writing. There is a minimum 1 month cancellation notice period. Please do let us know your reasoning for cancellation so we can use this feedback to improve our service for all our fur kids still with us.

Billing & Payment

How do I make payment?

We will debit the account you enter when you sign up with us on a monthly basis. You will be debited in advance (at the start of the month for the month).

Can I change the day my debit order goes off?

Yes of course. You have 3 different dates to choose from: 28th, 1st or 3rd. If you decide you want to change the day you are debited on please pop us an email. We need to be informed by the 15th of the month for the correct day to be debited for the following month.

What if my banking details change?

It is your responsibility to let us know if your bank account details change. Pop us an email with your new account details. We need to be informed by the 15th of the month for the correct account to be debited for the following month.

Do I pay my vet?

Yes. The majority of claims you will need to settle with your Vet before lodging a claim with us. We will then settle your claim less the excess according to the Kido Plan your fur kids are on and policy wordings. If your Vet agrees then we will happily settle the claim less the excess with your vet.

Can I reinstate my coverage if my policy cancels due to non-payment?

We have the right to cancel your policy if we do not receive payment for 2 consecutive months. Any claim that falls after any non-payment will not be paid out.

Claims

How do I file a claim?

Download our claim form from our site or ask us to email you one. Send claims@kidopet.co.za the completed claim form, along with a copy of your detailed invoice from your vet. If it is the first time you are claiming for this specific fur kid, we will need to get a full clinical history from your Vet and any other Vet practices that may have treated your pet in the past. Once we have all documents we will start processing your claim. For all future claims we will only need the clinical history pertaining to the claim in question.

How do I get reimbursed or check my claim status?

Once your claim is processed, we will credit your account less the excess. Payment can take 2 to 5 working days from the start of processing your claim. The first claim is always the longest as we did your vet to send us your pet’s clinical history, thereafter it is chop-chop.

How is my excess calculated?

There is a standard excess of 15% minimum R250-00 (for the first invoice) no matter what Plan your fur kid is on. For example, if the total amount you can claim for is R3 000-00 then your account will be credited with R2 550-00 (R3 000-00 less an excess of R450-00).

Should I file a claim if my bill is less than my excess?

Yes, please do. If this is the start of a more long term illness/injury down the line, it is best to keep a documented clinical timeline with us. Even if we do not credit your account for this claim now, we may include this incident in a more long term illness down the line. If you have not reported this incident to us then unfortunately you won’t be able to claim for this down the line.

Do I need pre-authorisation from Kido Pet for veterinary treatment?

If you are not sure if it is covered, then rather give us a call, email, WhatsApp to check with us.

Is there a waiting period?

The waiting periods to apply from date of policy inception and / or the addition of a pet to the Family Care product are as follows:

  • Thirty (30) days basic waiting period for all Illnesses
  • Specific conditions for pets under the age of eight years of age : A 3 month waiting period for all musculoskeletal conditions, growths, hereditary, congenital, and breed related conditions is to apply. This will be waived if your pet has seen a veterinarian within this 3 month waiting period without any of these conditions noted.
  • Specific conditions for pets over the age of eight years and / or have no clinical history eg. Rescue or rehomed pets : A 1 year waiting period for all musculoskeletal conditions, growths, hereditary, congenital, breed and age related conditions is to apply. This will be waived if your pet has seen a veterinarian within this 1 year waiting period without any of these conditions noted. Blood tests must be done to rule out any Illnesses.
  • No waiting period for Accident cover with the exception of musculoskeletal conditions for a period of 3 months. This will be waived if your pet has seen a veterinarian within this 3 month waiting period with no musculoskeletal conditions noted.
How long do I have to file a claim?

You have 30 days to file a claim after settling the bill with your Vet.

Other stuff to know

Are there age requirements for Kido Pet policies?

Fur kids must be 8 weeks or older to be covered. There is no upper age limit – all Golden Oldies are covered with us.

What if I am not sure about my pet's age?

No problem. Take your fur kid to your local vet for a check-up and ask them to estimate your fur kids current age.

Does Kido Pet offer routine cover?

No we don’t. Our cover is for those times at the Vet that you are unable to plan for. Our deals with the Family Plans and excesses are so good that you can use this saving to cover your Routine Care needs.

What are Kido Pet's discounts?

Our Family Plan is so affordable and is our equivalent of a multiple pet discount. You can insure 3 pets for the price of 1. And we’re not kidding 🙂

If you opt into our Premium Party Pack you will receive a 10% discount on your premium with a flat excess of R1 000 OR a 20% discount on your premium with a flat excess of R2 000 to apply. There is a 3 month notice period when opting in or out of this. The basic excess of 15% minimum R250 will then be waived.

Does Kido Pet have a Money Back Guarantee?

If you sign your fur kids up with us and then decide you don’t need vet cover for your pets anymore, you have 14 days from sign up to request cancellation and your first monthly premium returned. Of course if any of your fur kids have had a claim within this time frame you can either choose to have your first monthly premium reimbursed or the claim paid out before cancellation.

What are the Kido Pet Holiday Hours?

You can email us any time of the day, month, year if you wish. We will get back to you between 8am and 5pm week days when we are also available telephonically. We are unfortunately not available weekends and public holidays and will give you notice for when we are available over the Christmas period.

Do you have another question?