Frequently Asked Questions

General

Questions for Moo Pet Insurance, UAE

How much will my cover cost?

Answers by Moo Pet Insurance, UAE

You can find out by getting a quick quote https://moopetcover.com/quote/details. Your personal quote will depend on various factors, such as your pet’s age and breed, along with which Cover Limit you choose.

Questions for Moo Pet Insurance, UAE

What is Moo Pet?

Answers by Moo Pet Insurance, UAE

Moo Pet is a brand of Alliance Insurance PSC. We launched our pet insurance programme after hearing from thousands of owners about what they wanted from their Insurer. Moo Pet is based on the needs of the pets and their owners and we’re continually looking at ways we can improve what we offer.

Questions for Moo Pet Insurance, UAE

What is lifetime cover?

Answers by Moo Pet Insurance, UAE

Whether you pay for your policy annually or monthly, your policy becomes due for renewal annually. The Cover Limit is then refreshed and applied again at renewal. For example, if you had chosen a Cover Limit of $4,000 and you claimed $2,000 during one policy year, your Cover Limit would refresh to $4,000 at renewal. The Cover Limit does not get depleted over the lifetime of your pet – it is an annual limit that is replenished at each annual renewal.

Questions for Moo Pet Insurance, UAE

What happens when my dog or cat gets older, will you still cover them?

Answers by Moo Pet Insurance, UAE

Yes, our lifetime policies cover your pet year after year, for your pet’s lifetime, provided that you have renewed the policy annually for the life of the pet(s), i.e. as long as you don’t cancel your policy or let it lapse. The policy benefits are annual benefits and are reinstated annually. Your Deductible percentage may increase once your pet is over 8 years old.

Questions for Moo Pet Insurance, UAE

How do I make a claim?

Answers by Moo Pet Insurance, UAE

To make a claim you will need to complete the claim form found on our website at Make A Claim. Submit your claim form along with the supporting documentation via email to claims.moopet@kainosint.com.

Questions for Moo Pet Insurance, UAE

Why does my pet have to have an annual health and dental check?

Answers by Moo Pet Insurance, UAE

You must take reasonable steps to maintain your pet's health throughout the life of the policy and to prevent injury and illness. Therefore, you must arrange and pay for your pet to have an annual health and dental examination by a vet in order to prevent illness or injury and get any treatment they recommend carried out. Failure to observe these conditions will invalidate your policy.

Questions for Moo Pet Insurance, UAE

What does Deductible mean?

Answers by Moo Pet Insurance, UAE

The Deductible is the percentage (%) portion of the claim amount for which you are liable for any accepted claim. We will automatically reduce the claim amount by the Deductible percentage (%) when assessing your claim, meaning whoever is the payee on the claim will receive the accepted claim settlement amount less the Deductible. Please make sure you check the Deductible on your policy documents carefully as your cover can change at renewal.

Questions for Moo Pet Insurance, UAE

How can I update my contact details or let you know if any details are incorrect on my policy?

Answers by Moo Pet Insurance, UAE

Please email customerservice@moopetcover.com or call us at +971 4 422 9688.

Questions for Moo Pet Insurance, UAE

I have more than one pet to insure, can I get a discount?

Answers by Moo Pet Insurance, UAE

Yes, there are discounts available for multiple pets. The discounts are reflected in your quote.

Questions for Moo Pet Insurance, UAE

How can I renew my policy?

Answers by Moo Pet Insurance, UAE

We will issue the renewal notice 21 days before the expiration date of the existing policy.

Questions for Moo Pet Insurance, UAE

Why do I need pet insurance?

Answers by Moo Pet Insurance, UAE

Moo Pet insurance protects your Pet in the unfortunate event that your Pet becomes ill or is accidentally injured. It allows you to have peace of mind knowing that in the event of an unforeseen event your furry friend will be protected by Moo Pet insurance.

Questions for Moo Pet Insurance, UAE

When does my cover start?

Answers by Moo Pet Insurance, UAE

Your policy will commence on the start date selected by you and as shown on your schedule of insurance. There is a 14 day Initial Exclusion Period from the start date of the new policy.

Questions for Moo Pet Insurance, UAE

What if I change my mind and no longer want the policy?

Answers by Moo Pet Insurance, UAE

You may cancel your policy at any time. However you will only receive a full refund if you cancel within 14 days of taking out the policy and provided we have no record of any claims being notified.

After the 14 day cooling off period you may cancel the policy at any time by giving us 14 days notice, we will refund a proportion of your premium provided that no claim has been paid, made or notified, in that circumstance we will be entitled to retain all your premium.

Questions for Moo Pet Insurance, UAE

What do estimated vet fees in the UAE look like?

Answers by Moo Pet Insurance, UAE

Click here to learn more about estimated vet fees.

Questions for Moo Pet Insurance, UAE

Will my cover start from the first day itself once I purchase Pet Insurance from you?

Answers by Moo Pet Insurance, UAE

Insurance cover will commence 14 days after the initial start date of your policy. This is known as the initial exclusion period. Accidents and illness manifesting in this 14-day period will not be covered.

Questions for Moo Pet Insurance, UAE

Does it cover X-rays, CT scan, MRI, surgery etc?

Answers by Moo Pet Insurance, UAE

The policy provides cover for diagnostic, medical and surgical treatments if they are required as part of diagnosis/treatment for an illness/injury covered by this policy and the costs are reasonable and customary. There is a maximum limit of $1000 per policy year for CT and MRI scans.

Questions for Moo Pet Insurance, UAE

Are there age restrictions that apply to the policy?

Answers by Moo Pet Insurance, UAE

We cannot provide new policies for dogs aged under 3 months or over 8 years.

We cannot provide new policies for cats aged under 3 months or over 9 years.

If you have an existing policy the upper age limit does not apply. We will not cancel it or refuse renewal based on your pet’s age, providing your premium is paid on time and your policy is renewed.

Your Deductible percentage may increase once your pet is over the age of 8; please refer to your policy schedule for details.

Questions for Moo Pet Insurance, UAE

Does it cover vaccinations/neutering/microchipping /routine care/preventative treatment/dental?

Answers by Moo Pet Insurance, UAE

This policy provides cover for costs associated with illness or injury. Preventative and routine procedures (such as the above) are not covered. Dental treatment is only covered if required as the result of an accident.

Questions for Moo Pet Insurance, UAE

Will you pay the vet directly or do I pay and claim it back afterwards?

Answers by Moo Pet Insurance, UAE

We can pay you directly or make payments to your vet, providing you have agreed this with them.

We will not make payments to any other third parties.

Questions for Moo Pet Insurance, UAE

Do I have to do anything before taking out the cover?

Answers by Moo Pet Insurance, UAE

Your pet must be in good health, licensed, microchipped, tagged, and free from injury or illness.

Questions for Moo Pet Insurance, UAE

Do I have to do anything after taking out the cover to ensure it remains valid throughout the policy period?

Answers by Moo Pet Insurance, UAE

Take proper care of your pet. This includes taking it for a general health and dental check at least every 12 months and regular vaccinations as recommended by your vet.

Your pet must be kept in a secure area. Any fences and enclosures must be capable of retaining your pet and all gates, openings and so on must be kept secure. When your pet is on a public highway, it must be kept on a collar and lead and under control. If your dog is a controlled breed, then they must remain muzzled and on a lead at all times.

You must ensure your premium is paid in full and on time.

Questions for Moo Pet Insurance, UAE

Does it cover vet’s fees and prescriptions?

Answers by Moo Pet Insurance, UAE

Yes. We will pay reasonable costs for your pet’s veterinary treatment and necessary prescriptions for an illness or accidental injury that is covered by the policy.

Questions for Moo Pet Insurance, UAE

If my pet already has a medical issue, will the insurance cover it?

Answers by Moo Pet Insurance, UAE

No. This policy does not cover pre-existing conditions, any costs caused by or related to a pre-existing condition, or any conditions that occur within 14 days of the initial commencement of the policy.

Questions for Moo Pet Insurance, UAE

Does it cover dental treatment?

Answers by Moo Pet Insurance, UAE

No, this policy does not cover dental treatment unless there is dental treatment required following an accident.

Questions for Moo Pet Insurance, UAE

Does it cover annual check-ups and vaccinations?

Answers by Moo Pet Insurance, UAE

No, the product only covers accident and illness related events.

Questions for Moo Pet Insurance, UAE

What network to use?

Answers by Moo Pet Insurance, UAE

We have an open network which means that you can go to any licensed vet within the UAE to have your pet treated.

Questions for Moo Pet Insurance, UAE

My dog/cat breed is not listed on the website, what should I do?

Answers by Moo Pet Insurance, UAE

If your pet is not listed on the website, please contact customerservice@moopetcover.com or call us at +971 4 422 9688 for assistance.

Questions for Moo Pet Insurance, UAE

What happens if I adopt an animal and am unaware of its previous medical history?

Answers by Moo Pet Insurance, UAE

We will always ask for the pet's full medical history; however, we are aware that this may be limited if the pet has been rehomed.

Questions for Moo Pet Insurance, UAE

If my pet has a congenital or hereditary issue or something that was present at birth, is this covered?

Answers by Moo Pet Insurance, UAE

The policy does not exclude congenital issues or issues that have been present at birth unless:

  1. They have been noticed, noted or been an issue prior to the initial start date of the policy or within 14 days of the policy initially starting OR
  2. They are an external visible illness, defect or abnormality that it was born with.
Questions for Moo Pet Insurance, UAE

What is a pre-existing condition?

Answers by Moo Pet Insurance, UAE

Pre-existing conditions are health conditions that have arisen before you take out an insurance policy. Pet insurance is designed to cover unforeseen incidents, so if your pet has already suffered an illness or injury before you insure them, this injury or illness will not be covered by your new policy.

For the avoidance of doubt, pre-existing conditions can be classed as any of the following:

  • Signs or symptoms of diagnosed or undiagnosed injuries or illnesses
  • Existing illnesses or injuries
  • Existing physical abnormalities
  • Existing illnesses, injuries or physical abnormalities which lead to other health issues
  • Illnesses or injuries which are medically linked to existing illnesses, injuries or physical abnormalities

We would consider a bilateral condition (occurring on both sides of the animal’s body at different times, such as hip dysplasia or cruciate ligaments) as pre-existing if one side of the body has had a similar issue prior to the inception of the policy.

Policy Administration

Questions for Moo Pet Insurance, UAE

Is there a discount for more than 1 pet?

Answers by Moo Pet Insurance, UAE

There is a 10% discount on any additional pet if you are insuring more than one pet with us.

Questions for Moo Pet Insurance, UAE

Can I pay for my policy monthly?

Answers by Moo Pet Insurance, UAE

Yes, we offer both monthly and annual payment options.

Questions for Moo Pet Insurance, UAE

Can I take out a policy online?

Answers by Moo Pet Insurance, UAE

Yes, it’s quick and easy to take out a policy via our website.

Questions for Moo Pet Insurance, UAE

Further Questions?

Answers by Moo Pet Insurance, UAE

If you have any further questions, you can contact us in the following ways:


By Phone

+971 4 422 9688


By Email

customerservice@moopetcover.com