FAQ

Furtected is India’s first pet health protection platform. We make it easy for pet parents to get comprehensive health plans for their dogs and cats — covering illness, accidents, surgery, and third-party liability — along with wellness services like 24/7 TeleVet and AI-powered preventive guide.

The insurance component of our plans is underwritten by a leading IRDAI-registered general insurance company. We are based in Delhi NCR and currently serving pet parents across the country.

Currently, Furtected plans cover dogs and cats. Both purebred and mixed-breed animals are eligible. Your pet must be between 3 months and 10 years of age at the time of enrolment. Giant dog breeds (such as Great Dane, Saint Bernard) are eligible up to 4 years of age. Cats are eligible up to 7 years of age at enrolment.

We offer Comprehensive plans:

• Essential — Rs. 4,999 all-inclusive | Sum Insured: Rs. 1,50,000
• Guard — Rs. 5,999 all-inclusive | Sum Insured: Rs. 3,00,000
• Fortress — Rs. 6,999 all-inclusive | Sum Insured: Rs. 6,00,000

All prices include 18% GST. No hidden charges.

All three plans cover Illness, Accident & Injury, Surgery, and Third Party Liability — with the sum insured varying by tier. Additionally, every plan includes all Value-Added Services: TeleVet (2 sessions), AI-Powered Diet Plans/preventive guides, Assistance & Tracking. The difference between plans is simply the coverage limit, not the features included.

Each plan covers one pet. If you have multiple pets, you will need a separate plan for each. However, we make enrolment quick and easy, and you can manage all your pet plans from a single Furtected account.

No co-payment or deductible applies under the current plans. The full admissible claim amount is settled without any deduction from the policyholder’s end, subject to the sum insured limits and exclusions.

Currently, our three plans are fixed tiers designed to cover the most important needs of pet parents. Customisation options and add-on covers are on our product roadmap. If you have a specific requirement, please reach out to our Insurance Manager — we are happy to help find the right fit.

You can buy a plan in three easy ways:

1. Online — visit furtected.com, choose your plan, fill in your and your pet’s details, and pay securely.
2. Through a partner store or vet clinic — ask for the Furtected QR code at your trusted pet store or vet’s billing counter, scan, and complete the purchase in minutes.
3. Via WhatsApp — message us at +91 99901 28861 and our team will guide you through the process.

You will need to provide: your name, address, phone number, and email; and your pet’s name, species, breed, age, sex, weight, and a brief description of any distinguishing physical features. No medical examination is required for pets within the eligible age range and in apparent good health.

No pre-purchase vet examination or health certificate is required for standard enrolment. However, you will be asked to declare that your pet is in good health and has no known pre-existing conditions at the time of enrolment. Any undisclosed pre-existing condition may result in claim rejection.

Your plan typically activates within minutes of payment confirmation. You will receive your Certificate cum Invoice on WhatsApp and email immediately. For illness-related claims, a 30-day waiting period applies from the start date. Accident cover begins immediately with no waiting period.

We accept all major payment methods including UPI (PhonePe, Google Pay, Paytm), debit/credit cards, net banking, and wallets. Payments are processed through a secure, PCI-compliant gateway.

Yes. Upon successful purchase, you will receive a Certificate cum Invoice via WhatsApp and email. This document serves as your policy certificate, GST invoice, and plan summary — all in one. It includes your policy number, coverage details, VAS inclusions, and claim procedure.

Yes, a 30-day waiting period applies for illness-related claims from the plan start date. This means illnesses diagnosed within the first 30 days are not covered. However, there is no waiting period for accidental injuries — accident cover is active from Day 1.

No. Pre-existing conditions — defined as any illness, disease, or injury for which your pet showed symptoms or received treatment before the plan start date — are not covered. It is important to disclose all known health conditions at the time of enrolment. Undisclosed pre-existing conditions may lead to claim rejection and plan cancellation.

All new illnesses diagnosed after the 30-day waiting period and during the policy year are covered, up to the sum insured. This includes infections, organ disorders, neurological conditions, respiratory illness, gastrointestinal issues, and more. Coverage also extends to serious long-term and terminal conditions such as cancer, diabetes, epilepsy, chronic kidney failure, and cardiac dysfunction — as long as they were not pre-existing at enrolment.

Yes. Both emergency and elective surgeries necessitated by a covered illness or accidental injury are covered. Purely cosmetic or aesthetic surgeries are excluded. If you anticipate a surgery, please intimate your Furtected Insurance Manager in advance.

Key exclusions include:

• Pre-existing conditions
• Cosmetic, aesthetic, or elective procedures not medically necessary
• Pregnancy, whelping, and related conditions
• Dental care (unless due to accident)
• Vaccination, deworming
• Congenital and genetic disorders
• Experimental treatments
• Injuries from wilful neglect, cruelty, or illegal use
• Claims submitted more than 90 days after the event

Routine dental care and dental surgery are not covered. However, if your pet requires dental treatment as a direct result of an accidental injury (for example, a broken tooth due to a road accident), that specific treatment may be covered under the Accident & Injury cover.

Routine vaccinations, deworming, and preventive health treatments are not covered under the insurance component of the plan. However, our higher-tier partners and some promotional bundles may include wellness services through our vet network. Please check your plan details.

The process is simple — and you never have to deal with the insurer directly:

1. Contact your Furtected Insurance Manager within 24 hours of the claim event via WhatsApp or call: +91 99901 28861 or email: hello@furtected.com.
2. Your Insurance Manager will send you a checklist of required documents.
3. Share the documents with the Insurance Manager (WhatsApp / email / app).
4. Furtected compiles your dossier and submits it to the insurer on your behalf.
5. Settlement is processed within 15 working days and credited directly to your bank account.

Typical documents include: vet consultation notes and diagnosis, prescriptions and treatment records, original bills and payment receipts, discharge summary (if hospitalised), your pet’s vaccination and health history, and a copy of your Furtected Certificate. Your Insurance Manager will provide a specific checklist based on the type of claim.

Claims are settled within 15 working days of receipt of all required documents in complete and correct form. Your Furtected Insurance Manager will track the status and keep you updated throughout the process.

No — that is one of Furtected’s core promises. Your Furtected Insurance Manager is your single point of contact for everything. We handle all communication with the insurer on your behalf. You focus on your pet’s recovery; we handle the paperwork.

There is no restriction on the number of claims during the policy year. However, all claims are subject to the annual sum insured limit. Once the total claims in a policy year reach your plan’s sum insured cap, no further claims will be admissible for that year.

If a claim is rejected, your Furtected Insurance Manager will explain the reason in writing and guide you on whether the decision can be contested. You can raise a grievance with our team at hello@furtected.com. If unresolved, you may escalate to the IRDAI Bima Bharosa portal (bimabharosa.irdai.gov.in) or the Insurance Ombudsman.

Yes. For planned treatments or surgeries, please intimate your Furtected Insurance Manager before the procedure. This allows us to guide you on documentation and ensure a smoother claim experience. Pre-authorisation is not required, but advance intimation is strongly recommended.

Every Furtected plan — regardless of tier — includes the following VAS at no extra cost:

• TeleVet: 2 complimentary consultations with qualified vets via voice or video call
• AI-Powered Diet Plans: Personalised nutrition plan based on your pet’s breed, age, and health profile
• Claims Assistance & Tracking: Real-time updates with a dedicated Insurance Manager
• Furtected App: Health records, reminders, diet tracker, and claims management in one place

Once your plan is active, you can book a TeleVet session through the Furtected App or by contacting your Insurance Manager on WhatsApp. Sessions are available round the clock. Each plan includes 2 complimentary sessions per policy year. Additional sessions can be booked at a discounted rate.

The Furtected App is currently in development and will be launched progressively. Early access will be available to existing plan holders first. You will be notified via WhatsApp and email at least 30 days before launch. In the interim, all services are accessible through WhatsApp and email.

No. The 2 complimentary TeleVet sessions are valid within the current policy year and cannot be carried forward to the next renewal year. We encourage you to use them for routine vet queries, diet advice, or any concern about your pet’s health.

You will receive a renewal reminder on WhatsApp and email at least 30 days before your plan’s expiry date. Renewal can be completed online, via WhatsApp, or through your partner store. Timely renewal ensures continuity of coverage without a fresh waiting period.

Renewal terms, including plan charge, may be revised based on your pet’s age, claims history, and prevailing plan rates. Any changes will be communicated clearly at the time of renewal. We aim to keep renewals fair and transparent.

Yes. You may cancel within 15 days of plan issuance (free-look period) for a full refund of the plan charge paid, provided no claim has been made. After the free-look period, cancellation is processed on a short-rate basis — a portion of the unused premium is refunded after deducting applicable charges. VAS-related charges are non-refundable after activation.

If your plan lapses, coverage ends on the expiry date. Renewing after a lapse may require a fresh waiting period and could be subject to fresh underwriting review. We strongly recommend renewing on time to avoid any gap in coverage.

Furtected operates as an insurance distribution intermediary. The insurance component of our plans is underwritten by an IRDAI-registered general insurance company. We comply with applicable insurance distribution regulations. For grievances related to insurance, you may contact the IRDAI Bima Bharosa portal or the Insurance Ombudsman.

Your data is used solely for plan administration, VAS delivery, claim processing, and service communications. We do not sell your data to third parties. We share necessary information with our insurance partner and VAS service providers strictly for the purpose of delivering your plan benefits. Our data practices comply with applicable Indian data protection laws.

Yes. All payments are processed through a PCI-DSS-compliant payment gateway. Furtected does not store your card or bank account details on our servers. You can transact with confidence.

Please write to us at hello@furtected.com or call +91 99901 28861. We aim to resolve all grievances within 7 working days. If you are dissatisfied with our resolution, you may escalate to the relevant regulatory authority. For insurance-specific disputes, the IRDAI Bima Bharosa portal (bimabharosa.irdai.gov.in) or the Insurance Ombudsman office is available.

Our team is available Monday to Saturday, 10:00 AM to 7:00 PM. For urgent claim intimations outside these hours, please WhatsApp us at +91 99901 28861 and we will respond at the earliest.

Please contact your Furtected Insurance Manager via WhatsApp or email to update any details. Changes to your pet’s information may require supporting documentation and are subject to review.

We are deeply sorry for your loss. Please inform us and we will guide you through the necessary steps. The plan will be closed and, if applicable, an appropriate portion of the unused plan charge may be refunded per the cancellation policy. No further claims can be made after the pet’s passing.

Plan transfers in cases of rehoming are handled on a case-by-case basis. Please contact your Insurance Manager to discuss the situation. Transfer may require consent from both parties and supporting documentation.

We are always happy to help.

• WhatsApp / Call: +91 99901 28861
• Email: hello@furtected.com
• Website: furtected.com
• Support Hours: Monday to Saturday, 10:00 AM – 7:00 PM