Severely disappointed. Am looking at other providers.

Am so disappointed. My previous cat was on Dotsure for about 4 years until passing a few years ago. She had a pre-existing condition with her leg, had come from the UK, and was about 7 years old when we moved here. Got her insured no problem. She got diagnosed with Diabetes a few years after starting insurance, pretty sure I upgraded her plan throughout that diagnosis, never had an issue.

I got a kitten and insured him with Dotsure due to excellent experience in the past. Am on the accidental plan as he was a kitten going for regular check-ups and getting a clean bill of health. Lo and behold he takes a turn suddenly at a year and a half and is diagnosed with Chronic Kidney Disease, the vet said likely as a result of poisoning. Tried to claim, wasn’t covered because it wasn’t diagnosed as poisoning full stop, but rather as *potential* poisoning, and he was on the accidental plan. R20 000 on emergency treatment, which would have been the same treatment regardless if it was listed as poisoning full stop, with no hope of cover from insurance because of the word *potential*.

Today I enquired about upgrading him to a plan that covers illnesses. Was told his illness wouldn’t be covered because it’s a pre-existing condition despite being diagnosed while insured with Dotsure, just on a different plan. Right at the end of the email it explained how they don’t cover chronic illnesses anyway.

What the hell. Totally different to when my previous cat was with Dotsure. Will be looking at moving to another provider.

Gave them three stars because their agents are really nice and do try their best but honestly, what the actual hell.