FAQ - Tips on My PetGuard

1. 

Is there any age limit for insured pets?

Yes. The age limit for dogs is up to 9 years old and cats is up to 12 years old. Policies for both cats and dogs are renewable up to 15 years of age.

2.

Do all insured pets need to be microchipped?

All insured pets must be embedded with a microchip for identification. Currently dogs are legally required to be microchipped. For cats not embedded with a microchip during application, please provide relevant documents with the microchip number within 14 days of policy commencement. We will reimburse the cost of embedment up to HK$200.

3.

Do you insure all dog breeds?

No, we do not insure Racing Greyhounds, Racing Whippets or breeds which are registered under the Dangerous Dogs Regulation 2000, including but not limited to Pit Bull Terrier, Dogo Argentino, Fila Braziliero, Japanese Tosa as well as crosses involving these breeds or Wolf Hybrids.

4.

How is the premium calculated? Is there any discount?

Premium is calculated according to the pet's age, species and breed. Group discount will be offered for insuring two pets or more.

    10% - insuring 2 or 3 pets
    20% - insuring 4 pets or more

5.

Is there a "cooling period"?

We have a "cooling period" of 14 days for your policy, during which if you find this policy unsuitable for any reason, you may send your policy and policy schedule back to us within 14 days for cancellation, we will then refund to you the premium that was charged.

6.

What is a "waiting period"?

"Waiting period" refers to the period before the start of our corresponding cover. This "waiting period" applies to the following covers:

    1. Vet Fees and Death covers - 28 days
    2. Advertising and Reward cover - 14 days

Within the "waiting period", any claims arisen will not be covered by our policy.

7.

How can I amend the details of my policy?

If there are any changes on details of your policy during the policy period, you may contact our customer service hotline at 2968-1636 for assistance.

8.

How can I lodge a claim for vet fees for injury or illness to my pet?

You may call our Claims Hotline 2968 3221 for a claim form OR you can download the form directly from our website www.rsagroup.com.hk. You and your vet can then complete the claim form and return to us with the original vet invoices. Our mailing address is Claims Division, Royal & Sun Alliance Insurance plc, 32/F Dorset House, Taikoo Place, 979 King's Road, Quarry Bay, Hong Kong. As long as we have got all the details and supporting documents in place, claims will be processed within 5 working days upon receipt.

9.

Will all my vet's bills be covered?

No. The insurance policy is there for the unexpected, so it is important to be aware that routine costs - such as routine physical examination, X-Ray, laboratory tests, dental treatment, vaccinations, worming, killing or controlling fleas, spaying, castration, grooming, dematting, pregnancy, mental or emotional disorder, cost of food prescribed by a vet, transplant surgery and so on will not be covered. Your pet will be covered for new medical problems but not for anything that first arose before you insure with us.
You can find full details of what is covered and what is not covered in the policy wording and the policy schedule.

10. 

If I claim vet fees for the medical treatments of my pet due to illness or injury, how will it affect my existing insurance policy?

Once we have accepted policy liability for an incident of illness or injury, you can claim up to the maximum benefit for that incident and the maximum limit in aggregate under that section of the policy. The maximum benefit per incident and the maximum limit in aggregate under that section of the policy will be reduced after settlement of the vet fees submitted.

11.

Do I have to pay any excess for vet fees?

Yes. There is an excess applicable for each and every claim and you may refer to your policy schedule for details.

12.

What should I do if my pet is stolen or gone missing? (Applicable to Plan 2 only)

You should immediately report the loss or theft of your pet to the Police. You should also take all reasonable steps to locate your pet, such as contacting local rescue centers, dog wardens, local vets' practices and so on. Please complete the Claim Form and return to us with details about the loss as well as all steps you have taken to locate your pet.

You may claim the price you paid for your pet if it is not found within 45 days from the loss. The supporting documents required are Police report, original pedigree certificate, purchase receipt (for pedigree pets); purchase receipt signed by the breeder (for non-pedigree pets) and original paperwork from rescue center (for rescue pets). You may refer to the Policy Wording for full details of the supporting documents required.

13.

Can I claim the advertising expenses and reward for locating my pet? (Applicable to all Plans)

Yes. You need to first complete and return the Claim Form with details of what steps you have taken to try to locate your pet. To claim advertising expense, please attach full supporting receipts together with a copy of the advertisement. To offer a reward, please seek our prior approval of the amount of reward before you offer or advertise. If you pay an agreed reward, you will need to obtain a signed statement and receipt from the person who returns your pet confirming his/her name and address and the circumstances in which (s)he has located your pet.

14.

Can I claim for death of my pet due to injury from an accident? (Applicable to Plan 2 only)

Yes. We will pay for the price you paid for your pet if it has to be put to sleep or dies due to an injury caused by an accident. You and your vet need to complete the Claim Form and return to us within 30 days with your receipt(s) after the date of injury from an accident of your pet. Your vet must state the date and the cause of death or reason for having your pet needed to put to sleep.

The supporting documents required are original pedigree certificate, purchase receipt (for pedigree pets); purchase receipt signed by the breeder (for non-pedigree pets) and original paperwork from rescue center (for rescue pets). You may refer to the Policy Wording for the full details of the supporting documents required.

15.

What should I do if my pet injures someone?

You should notify us immediately by completing and returning the Claim Form with details such as circumstances of the accident, extent of third party property damage/injury and police report number (if applicable). You should not admit liability or offer to settlement with third parties without our written consent. You should send us all claims and writ of summons from third party claimants unanswered immediately for our handling.

16.

Will RSA appoint experts in handling my claim?

In order to ensure smooth handling of claims, we will not engage experts in each and every claim reported unless the claim is complicated or serious in nature. We may consider appointing experts such as loss adjusters, vets or lawyers for claims which are substantial or there is legal proceedings initiated against the insured or other situations which we consider necessary.