Great Response time, Poor Execution & Information

I was so excited to join Dotsure and make sure our 2 cats are covered, with the benefit of a discount for adding more than one pet.

We also worked out that adding the wellness aspect would be very beneficial! So we upgraded them and looking forward to the peace of mind this would bring.

I was charged an ad-hoc rate for the month (as I didn't sign up on the 1st) which I was perfectly happy with. The notification on the online upgrade said "no waiting period". We then took Pet 1 to the vet as there was a serious concern that she had fluid build up in her tummy.

I submitted my claim online which was easy enough once I received the Vet's diagnosis form.

I then received several smses and emails asking me for documents that I had already submitted. So I used the chat function on the site to contact support and the team was very responsive, informing me that the scan of the invoice was not visible. So I re-scanned it, sent it and the support team forwarded it on the claims department.

I then received another 3 x smses and emails, all asking me for the documents I had submitted twice. In addition, each email had a "letter" attached which was completely blank and didn't give me any helpful information as to what was needed.

I logged into my account again, I saw that the claim was processed but had a notification to contact Dotsure for the outcome which seemed unnecessary as I assumed they would contact me with the outcome.

After a phone call, we discovered that although Pet 1 has been on a standard plan for about 4 months, when we upgraded her plan, they added an addition 30 day waiting period to the wellness aspect of her cover and that all her xrays would be considered as "wellness" because it wasn't an emergency and thus, we now need to cover the full bill of around R2,500.

Now, while this review is becoming long, I must be honest, the automated process needs a lot of work as this truly was such a frustrating time. I am glad to receive sms and email notifications but they need to contain useful information and not get stuck in a death cycle of never ending notifications that are blank.

In addition, you say "no waiting period" for upgraded plans then this should apply to the entire plan, not only part of it and then wellness aspect is separate and waits an additional 30 days.

On the plus side, at least I knew the chat function on the site was the quickest and most useful way to find assistance. The team are very helpful and responsive.