FAQ

Hey there! Here are some questions you might have about our pet health policy. In case you don’t find all the answers you expected, just hit the ‘let’s talk’ button below and drop us a line!

PET HEALTH POLICY

Pet premium depends on your pet’s breed, age and size, and the package that you’ll pick up.

We handpicked some of the best veterinary clinics in town to be part of our veterinary network. All those veterinary clinics have been carefully selected based on their quality of service, reputation, range of treatments offered and their location. You just need to visit any of those veterinary clinics, show your eCard and the treatments your pet received will be eligible for reimbursement.

For a pet health policy, the deductible is the annual amount you contribute before your insurance kicks in, which means it can be used up in one large claim or met after multiple claims over the course of a year.

In case your pet gets hurt or sick, you’ll be responsible for two different contributions to the veterinary expenses: your annual deductible and your copayment.
The copayment is the percentage of the total cost you’ll contribute on a claim. If the copayment you chose is 20% (with our silver package, for example), then after your annual deductible is reached, we’ll pay for 80% of covered costs when your pet gets veterinary care, and you’ll pay the remainder, which is 20%. If you choose the platinum package, you’ll only have a copayment of 5%, meaning we’ll pay for 95% of covered costs! Keep in mind that the copayment is applied to every claim.

The policy is linked to your pet and to his microchip number. So, it means your spouse or family members will be able to go to the veterinary clinics and then to claim on a policy in your name, as long as the vet treatments have been used for the pet linked to the policy. 

COVERAGE

Pet premium depends on your pet’s breed, age and size, and the package that you’ll pick up.

We handpicked some of the best veterinary clinics in town to be part of our veterinary network. All those veterinary clinics have been carefully selected based on their quality of service, reputation, range of treatments offered and their location. You just need to visit any of those veterinary clinics, show your eCard and the treatments your pet received will be eligible for reimbursement.

For a pet health policy, the deductible is the annual amount you contribute before your insurance kicks in, which means it can be used up in one large claim or met after multiple claims over the course of a year.

In case your pet gets hurt or sick, you’ll be responsible for two different contributions to the veterinary expenses: your annual deductible and your copayment.
The copayment is the percentage of the total cost you’ll contribute on a claim. If the copayment you chose is 20% (with our silver package, for example), then after your annual deductible is reached, we’ll pay for 80% of covered costs when your pet gets veterinary care, and you’ll pay the remainder, which is 20%. If you choose the platinum package, you’ll only have a copayment of 5%, meaning we’ll pay for 95% of covered costs! Keep in mind that the copayment is applied to every claim.

The policy is linked to your pet and to his microchip number. So, it means your spouse or family members will be able to go to the veterinary clinics and then to claim on a policy in your name, as long as the vet treatments have been used for the pet linked to the policy. 

Your pet is covered everywhere in the UAE if you visit any of the veterinary clinics that are part of our veterinary network. Our pet health policy doesn’t cover your pet for medical treatment taken outside UAE.

If your pet’s breed is not eligible for coverage, it is most probably because that specific breed is banned from being imported to UAE.

Almost! As soon as your pet is 2-month-old, you’ll be able to have him insured.

Like most pet insurance policies in the world, we have an age limit for coverage and unfortunately, we can’t cover new pets older than 8 years old. But, if your pet has been insured with us for some time now, he will be able to remain insured even after turning 8 years old.

Your coverage begins after 30 days only (except in case of orthopedics conditions for which the waiting period is 90 days). Such waiting period is applicable only once at the inception of the policy and won’t be applicable after renewing the policy.

Yes. The microchip number is the only way to identify your pet. As per UAE laws, it is mandatory to have your pet microchipped. The medical policy of your pet will be linked to that microchip number.

No. We don't require a veterinary exam to qualify for our pet insurance plan or for your coverage to begin. But, before buying the policy, you are asked to confirm that all the medical information you shared about your pet are accurate.

Apart from the bronze package that is a bit different, all our pet health policies cover the cost of diagnostics and treatments (including surgery and medication) for illnesses and accident. It also covers preventive care such as vaccinations (that can even be done at home!).

We also cover third party liability. It means that if your pet hurts someone or damages other’s property, you will be covered for that as well. Finally, while we truly hope you won’t have to use it, we also cover death by accident.

Of course, we do! CT scan and MRI offer important information to help your vet doctor properly diagnose specific conditions of your pet. So, we thought it was important to have that covered as well!

Sure – we do cover medication!

Currently, we do not offer coverage for prescription pet food.

Pet insurance is designed to cover unforeseen incidents so if your pet has already suffered an illness or injury before you insure him with us, it won’t be covered. Unfortunately, no pet insurance company in the world covers pre-existing conditions.

But while the pre-existing condition will not be eligible for coverage, your pet will still be able to be covered with us for the thousands of other issues that could happen.

That’s very easy! You just open your dashboard in our platform and hit the ‘file a claim’ button. You’ll be guided through the rest of the process there and within 5 minutes your claim will be filed

After you complete the claim report on your dashboard, you will be asked to enter your bank account information. Once your claim is approved, we’ll issue payment, minus the amount of your contribution, directly into your account.

When it comes to claims for your pet’s health, you’ll need to upload on your dashboard the invoice and the medical report from your vet clinic. And don’t worry, your vet clinic will know which supporting documents are necessary for us to help cover costs.

 

In some cases, particularly for complicated claims, we may also ask for additional information from your vet. So, either we will contact your vet specialist directly or ask you to provide us with some more details.

After reviewing your coverage summary, you’ll be able to pay using your credit or debit card. You’ll have two payment options: either to pay the yearly premium in a single payment or to pay in 3 installments through our partner Tabby (fees apply when paying with installments).

We highly value and respect the privacy of our clients, whether they are humans or animals! (see our Privacy Policy). We will never sell your information or share it with anyone except for the purposes of providing our services and promoting our business.

PRE-EXISTING CONDITIONS

Your pet is covered everywhere in the UAE if you visit any of the veterinary clinics that are part of our veterinary network. Our pet health policy doesn’t cover your pet for medical treatment taken outside UAE.

If your pet’s breed is not eligible for coverage, it is most probably because that specific breed is banned from being imported to UAE.

Almost! As soon as your pet is 2-month-old, you’ll be able to have him insured.

Like most pet insurance policies in the world, we have an age limit for coverage and unfortunately, we can’t cover new pets older than 8 years old. But, if your pet has been insured with us for some time now, he will be able to remain insured even after turning 8 years old.

Policy coverage begins after 30 days only (to the exception of orthopedics for which the waiting period is 90 days). If something happens to your pet within this 30-days window, it won't be covered. Such waiting period is applicable only once at the inception of the policy and won’t be applicable after renewing the policy.

Yes. The microchip number is the only way to identify your pet. As per UAE laws, it is mandatory to have your pet microchipped. The medical policy of your pet will be linked to that microchip number.

No. We don't require a veterinary exam to qualify for our pet insurance plan or for your coverage to begin. But, before buying the policy, you are asked to confirm that all the medical information you shared about your pet are accurate.

Apart from the bronze package that is a bit different, all our pet health policies cover the cost of diagnostics and treatments (including surgery and medication) for illnesses and accident. It also covers preventive care such as vaccinations (that can even be done at home!).

We also cover third party liability. It means that if your pet hurts someone or damages other’s property, you will be covered for that as well. Finally, while we truly hope you won’t have to use it, we also cover death by accident.

Of course, we do! CT scan and MRI offer important information to help your vet doctor properly diagnose specific conditions of your pet. So, we thought it was important to have that covered as well!

Sure – we do cover medication!

Currently, we do not offer coverage for prescription pet food.

FILING CLAIMS AND GETTING REIMBURSED

Our pet health insurance is on a reimbursement basis, so we will reimburse you for our part of approved claims.

That’s very easy! You just open your dashboard in our platform and hit the ‘file a claim’ button. You’ll be guided through the rest of the process there and within 5 minutes your claim will be filed

After you complete the claim report on your dashboard, you will be asked to enter your bank account information. Once your claim is approved, we’ll issue payment, minus the amount of your contribution, directly into your account.

When it comes to claims for your pet’s health, you’ll need to upload on your dashboard the invoice and the medical report from your vet clinic. And don’t worry, your vet clinic will know which supporting documents are necessary for us to help cover costs.

 

In some cases, particularly for complicated claims, we may also ask for additional information from your vet. So, either we will contact your vet specialist directly or ask you to provide us with some more details.

After reviewing your coverage summary, you’ll be able to pay using your credit or debit card. You’ll have two payment options: either to pay the yearly premium in a single payment or to pay in 3 installments through our partner Tabby (fees apply when paying with installments).

We highly value and respect the privacy of our clients, whether they are humans or animals! (see our Privacy Policy). We will never sell your information or share it with anyone except for the purposes of providing our services and promoting our business.

PAYMENTS

After reviewing your coverage summary, you’ll be able to pay using your credit or debit card.

CONFIDENTIALITY

We highly value and respect the privacy of our clients, whether they are humans or animals! (see our Privacy Policy). We will never sell your information or share it with anyone except for the purposes of providing our services and promoting our business.

  1. Introduction

 

  • By accessing any part of the Website or providing any information to us you consent to the use and transfer of your information on the terms set out in this Privacy Policy.
  • We reserve the right to revise or supplement this Privacy Policy from time to time at our sole discretion and you agree to revisit this page regularly to ensure that you are familiar with the most current version. By continuing to access or use the Website you will be agreeing to any such changes.
  • If you are a Royal Trust customer, details of the information we collect and how we use it will also be set out in the terms and conditions of the product or service which you hold. In the event of a conflict between this Privacy Policy and the terms and conditions of your specific product or service, the terms and conditions of your specific product or service will take precedence.
  1. Information we collect from you

In general you can visit this Website without telling us who you are or revealing any information about yourself. However, there are parts of this Website where we may need to collect personal information from you, including without limitation your name, post and email addresses, telephone numbers, employment details, date of birth and banking details.

  1. Use of information collected
  • Domain name information that we collect is not used to personally identify you and instead is aggregated to measure the number of visits, average time spent on the Website, pages viewed etc. We use this information to measure the use of our Website and to improve its contents.
  • When other personal information, such as your name and email address is collected from you (for example through online forms or via email etc.) we generally let you know at the time of collection how we will use that personal information. We may also use the personal information you provide or which we collect via this Website for the purposes of:
  1. providing you with services which you have requested and notifying you about important changes or developments to these services;
  2. updating our records about you;
  3. crime detection, prevention and prosecution;
  4. responding to your inquiries and complaints or to process your requests in relation to your information;
  5. administering offers, competitions and other promotions;
  6. evaluating the effectiveness of our marketing and for research, training and statistical analysis with the aim of improving our services; and
  7. making the Website easier for you to use and providing you with access to certain parts of the Website.
  • We may also contact you about products and services available from Royal Trust, and from selected companies, which we believe may interest you or benefit you financially. We may do this by post or by phone unless you have told us not to; and by email, text or other electronic means if you have told us that we can or as otherwise allowed by law. You may tell us at any time if you change your mind.
  • We will treat your personal information as confidential but may share it with each other and disclose it outside if:
  1. you consent;
  2. the law or public interest permits or requires it;
  3. required by us or others to investigate or prevent crime;
  4. we need to provide it to a third party in anticipation of or following a sale, merger of the whole or any part of Royal Trust or in the course of a joint venture.
  • We may run your accounts and provide other services from centres outside the United Arab Emirates that do not have the same standard of data protection laws as the UAE.
  • We may monitor, record, store and use any telephone, email or other communications we have with you for training purposes, so that we can check any instructions given to us, for crime prevention, as evidence in any legal proceedings and/or to improve the quality of our customer service.
  • By using the Website you consent to us using your personal information for the purposes described above.
  1. Use of cookies
  • Cookies are small amounts of information that are stored on your computer to enable our server to collect certain information from your web browser. Cookies in themselves do not identify the individual, just the computer used. Cookies and other similar technology make it easier for you to log on to and use the Website during future visits.
  • Cookies are used in this Website by us and by third parties to:
  1. monitor and manage Website traffic;
  2. evaluate the effectiveness of our advertising and promotions (for example, we may use a third party ad server – Double Click or Brand Central to manage advertising and to serve adverts on the Website through the use of cookies and pixel tags);
  3. to identify you when you visit the Website, to personalize the content of the Website for you and to enable you to both carry out transactions and have access to information about your account;
  4. temporarily to store details input into calculators and other tools on the Website; and.
  5. If required as a matter of law or regulation, in order to protect our or our other customers’ rights.
  • Cookies themselves only record which areas of the Website have been visited by the computer in question, and for how long. Allowing us or a third party to create a cookie does not give us access to your computer and we will not use cookies to track your online activity once you leave the Website. Cookies are read only by the server that placed them, and are unable to execute any code or virus.
  • With most internet browsers, you can erase cookies from your computer hard drive, block all cookies or receive a warning before a cookie is stored. If you want to know how to do this please look at the help menu on your web browser. However, please note that switching off or “opting out” of cookies will mean that you may not be able to use certain features of the Website. Find out more about the use of cookies and how to switch off cookies on.
  1. Protecting your privacy
  • The Internet is a global environment and using the Internet to collect and process personal information necessarily involves the transmission of data on an international basis. By browsing this Website you acknowledge and agree to our processing of personal information in this way. We accept no responsibility or liability for the security of personal information transmitted via the Internet.
  • Our Website may contain links and banner advertisements to other websites which are outside our control and not covered by this Privacy Policy (“third party websites”). If you access any third party websites using the links provided, the operators of these third party websites may collect information from you which will be used by them in accordance with their privacy policies, which may differ from ours. We do not accept any responsibility for any such third party websites, including without limitation for their accuracy, security, the products or services which they offer or for any information which is collected through them. You are responsible for reviewing and abiding by the privacy policies and website terms and conditions of any such third party websites.
  1. Accessing and updating your information
  • You are responsible for informing us that your personal details have changed: for example, a change of address or to your title. You can do this by visiting a branch or completing and returning a change of name/address form.