From Great to Worst

I joined Dotsure with high hopes after a great first year’s experience. When I added my new puppy in September, I paid the pro-rata fee for immediate coverage (since it was the middle of the month), and the first claim was processed without issue.

However, only 2 weeks later due to him not feeling better a follow-up claim for my puppy for R3,000 was denied, with the explanation that the first claim had been paid “in error” and that coverage wasn’t valid at that point.

Why charge a pro-rata fee and approve one claim, only to later reverse the understanding of coverage? It went from being a smooth and reassuring experience to one of the most frustrating and disappointing. Instead of the peace of mind I was expecting, I’ve been left covering costs I thought were insured.

Trust and transparency are critical in pet insurance, and sadly, this experience has made me lose confidence in them.