What qualifies as an emergency?

An emergency is a sudden and life-threatening event requiring immediate veterinary intervention to prevent death or permanent disability, as determined by VetOnline following an assessment.

What is covered under the accident benefit?

Accident cover applies to injuries such as cuts, sprains, or non-critical incidents that require veterinary care but are not life-threatening.

Is there a waiting period before I can claim?

Yes, a 14-day general waiting period applies from the subscription start date before any benefits can be claimed.

How much time do I have to reach the vet?

Once approval is granted by VetOnline, you must reach a veterinary clinic within 4 hours. Claims submitted outside this period may be declined.

BetterPet FAQs | Frequently Asked Questions

Frequently Asked Questions

Dive into the specific details regarding your claims, limits, and policy conditions.

Claims & Approvals

How quickly must I get to the vet after an emergency happens? Once approval is granted, you must reach a veterinary clinic within 4 hours. Claims submitted outside this period may be declined.
How long do I have to submit my claim documents? You must submit the claim via email within 7 days of treatment. You will need to provide an itemised invoice, clinical notes, and the clinic's banking details for direct payment.

Exclusions & Rules

Are vaccinations and routine check-ups covered? No, routine veterinary visits and elective procedures are strictly excluded. Furthermore, preventable diseases (like Parvo) are not covered if vaccinations are not up to date.
Is follow-up care covered after an emergency? Follow-up treatments or post-operative care are not covered beyond 10 days. Medication support is provided for up to 10 days post-emergency for related medications only.
Are chronic illnesses covered? No, chronic illnesses, ongoing conditions, and pre-existing or underlying conditions are completely excluded from cover.

Payments & Account

What happens if I miss a payment? If a payment is missed, your subscription enters a suspended state, and no benefits are accessible during suspension. Emergencies occurring while the account is not up to date will not be eligible for cover. BetterPet may cancel subscriptions if payments remain unpaid for 30 days.
How do I cancel my subscription? You may cancel your Policy at any time by giving the insurer at least 31 days' written notice. If you cancel within 14 days of the start date of your cover, you will receive a full refund of any monies paid to us.
What happens if I want to reactivate my account later? If you reactivate within 6 months of cancellation, your original 12-month benefit cycle remains in place, and any prior claims count against the annual limit. If reactivated after 6 months, a new 12-month benefit cycle starts, and a new 14-day waiting period applies.