Lifetime Pet Cover Omdömen 

OUTSURANCE PET COVER — BEWARE! MY FIRST CLAIM AFTER ALMOST A YEAR OF PAYING PREMIUMS, AND THIS IS HOW THEY TREAT ME!

Date: 8 October 2026

I am absolutely FURIOUS and disgusted with my experience with OUTsurance Pet Cover! I have been paying my premiums month after month for approximately a year, making sure my little three-year-old boy is looked after, believing that I had taken out insurance to protect him when something went wrong. Today, after everything I have been through, I can honestly say that I am bitterly disappointed in OUTsurance.

Let me tell you what happened.

Approximately two months ago, I submitted my FIRST claim, amounting to around R2,100, after my beloved little dog suffered a frightening medical emergency. We rushed him to the vet because he had an attack, was extremely weak and disorientated, and his condition was concerning. He was treated and injected, and the veterinarian wanted to keep him under observation.

There were serious concerns about his health. His liver blood results were abnormal, and we did not know whether he had accidentally ingested poison or eaten something that had caused such a drastic reaction. It was crucial that he return the following day for further investigations, including scans, X-rays and blood tests, to determine whether his liver or other organs had suffered permanent damage.

My little boy is also my emotional support animal. Given his condition and our bond, I could not bear to be separated from him that night. The veterinarian gave me instructions for the care and treatment that needed to be provided at home, and we returned for further examinations the next day. My dog subsequently required treatment for approximately a month.

This was a frightening and serious situation. I did everything I could to make sure my boy received the care he needed.

And what did I receive from OUTsurance?

TWO MONTHS OF DELAYS, VAGUE EMAILS, AND A FIGHT OVER MY FIRST CLAIM!

When OUTsurance requested forms to be completed by the veterinarian, I had them completed within THREE DAYS. I collected the paperwork from the vet and submitted everything they requested, including the bill and supporting documents.

I did my part. I paid my premiums. I submitted my documents. I followed their process.

Yet I waited approximately TWO MONTHS for an answer.

It was only after I threatened to escalate the matter to the insurance ombudsman and raise my experience on social media that I finally started getting a response.

During this time, I found emails from OUTsurance stating only that they had been “trying to contact me”. No proper explanation. No clear details about why they wanted to contact me. No meaningful information about what was happening with my claim.

And here is what makes this even more frustrating!

TODAY, TWO MONTHS LATER, OUTSURANCE SUDDENLY HAD NO PROBLEM PHONING ME ON MY WORKING TELEPHONE NUMBER!

Apparently, contacting me was a problem before, but today they managed just fine.

What a coincidence!

On 8 October 2026, an OUTsurance Pet Cover representative contacted me about my claim. I was then told that they would not pay for the veterinary visit because my dog had not been admitted to the vet overnight.

Excuse me?!

My dog suffered a medical emergency. He was examined and treated by a veterinarian, received injections, required urgent follow-up investigations, and needed further treatment. The vet wanted to keep him under observation, but the care required at home was explained to me, and further examinations were arranged for the following day.

And now, after paying premiums for month after month, OUTsurance wants to pay approximately R300 out of a claim of around R2,100!

R300!

Is this a joke?

What exactly have I been paying for all these months? I took out pet insurance because I wanted peace of mind and protection for my little boy. I did not expect to spend two months chasing an insurance company for an answer, only to be told that most of my first claim would not be paid.

The representative I spoke to was, in my opinion, arrogant, dismissive and completely unhelpful. Instead of feeling that my concerns were being taken seriously, I felt as though I was being given reasons why the claim would not be paid.

I recorded the conversation, including the discussion about my claim.

During that conversation, I specifically requested the recording of the telephone call from the day I originally took out my pet insurance. I want to hear what was said when I signed up. I want to know what I was told and what was represented to me when I agreed to pay OUTsurance premiums month after month.