FREQUENTLY ASKED QUESTIONS

What is a VIP Club Plan?

 

VIP Club Plans are designed to provide annual preventive care. They include head-to-tail exams, vaccines, early screening diagnostics, consultations for proper nutrition, dental care and more! Since preventative care plans are not insurance, they do not include treatment for unpredictable or abnormal conditions, however discounts would apply. You also have the bonus of R10000 accident insurance from Genric Pet Insurance. Because pets need ongoing preventive care, VIP Club plans should be renewed at the end of each twelve month period.

What is the difference between a VIP Club plan and Pet Insurance?

 

VIP Club Plans offer proactive, as opposed to reactive, veterinary care. While pet insurance offers coverage for many unforeseen circumstances, our preventive care approach allows us to see, treat and prevent those problems ahead of time. It’s a pet health plan you will actually use. With a VIP Club Plan, we partner with you to combine physical exams, vaccinations, disease screenings and other pet health necessities into one affordable veterinary care package for your dog, puppy, kitten or cat. Beyond preventive care basics, each plan offers discounted consultations and other services to monitor, maintain and improve your pet’s health.

We would still encourage you to invest in Comprehensive Pet Insurance to ensure that you are financially able to provide for your pet’s needs should they fall ill or become injured. This would cover you for many different conditions such as a skin allergy, hip dysplasia, bite wounds, diarrhoea or a snake bite.

Is there a discount for services not included in the plan?

 

Yes, consultation fees will be reduced by 25 – 50% depending on your plan selected. This applies to consultations during consultation hours and by appointment only. In addition, there is a 20% discount on dentals, sterilisations, cattery bookings and puppy school fees and a 10% discount on surgeries.

How does a VIP Club plan work for my puppy or kitten?

 

We will see your puppy or kitten frequently during his or her first year of life. At your first visit, we’ll assess your pet’s overall health and provide the first set of vaccines, microchip and deworming to protect him or her against a wide variety of diseases and infections. Over the course of the year, we may see your pet up to five times to provide all of the vaccines, vaccine boosters, spay or neuter surgery, testing and deworming treatments that are included in your plan. If your puppy or kitten gets sick, you can always use your discounted consultation fees and R10000 Genric Pet Insurance cover if it is an accident.

For your convenience, you can drop your pet off for any visit; we’ll provide the veterinary care your pet needs while you get back to your busy day and we’ll schedule a pick-up time that’s convenient for you.

How does a VIP Club plan work for my adult or senior pet?

 

Each plan includes a bundle of preventive care services and discounts that have been designed to meet the needs of your pet according to their life stage. These services are generally provided during two comprehensive exams every year for healthy adult and senior pets. If your pet gets sick, you can always use your discounted consultation fee and R10000 Genric Pet Insurance cover if it is an accident.

For your convenience, you can drop your pet off for any visit; we’ll provide the veterinary care your pet needs while you get back to your busy day and we’ll schedule a pick-up time that’s convenient for you.

Why does my puppy or kitten need a preventative care plan?

 

It’s important to establish an early habit of preventive care for your puppy or kitten less than six months old. Getting your puppy or kitten on a VIP Club plan ensures that he or she gets all of the vaccines and boosters that are critical to start on the right paw. Our skilled veterinary team will do an in-depth evaluation of your puppy or kitten’s overall health, including diagnostic testing to identify disease, parasites and infections as well as their spay or castration surgery. Our VIP Club Plus plan includes tick and flea prevention as well as additional organ function testing to help your pet live a healthier, happier and longer life.

When should my puppy or kitten be spayed or castrated?

 

We recommend that the spay or castration surgery be done before/ when your puppy or kitten is six months old.  Performing this surgery early in your pet’s life helps avoid some of the potential behaviour problems typically associated with sexual maturity (urine marking and roaming, for example). Pets at this age also tend to be the appropriate weight, with fewer complicating health problems, which makes the procedure much quicker and less invasive. At this young age, the surgery is often less painful and taxing for your pet and recovery is faster. We can perform the surgery when they are older, but there may be additional fees because a larger or heavier pet may require additional anaesthesia and recovery time.

Before the surgery, we will do a check up to ensure that your pet is ready for this procedure. If your pet is on the VIP Club Plus plan we will run blood tests to ensure that your pet has no additional underlying conditions that would put them at increased risk.  During surgery, we use high quality anaesthetic protocols and we will carefully monitor your pet and administer electrolytes (VIP Club Plus plan only) to speed recovery

Why does my young, healthy adult pet need a preventative care plan?

 

All pets, even young, healthy adult pets, need regular, ongoing preventive care to stay healthy. Pets age five to seven years for every human year and many hide problems or pain, so ongoing preventive care is important at any age.  Good food and regular exercise are important, but young, adult pets also need regular veterinary care for protection against parasites, infections and diseases. Our VIP Club plans include an established schedule of care that’s just right for your dog or cat. Your West Acres Animal Hospital veterinarian will see your pet twice a year for a comprehensive review of their health. We’ll be able to identify and treat issues early, before they become more serious and harder to address. You know your dog and cat, and we can help you keep them at their peak health.

Are there any limitations to the options I can choose?

 

Each VIP Club plan has been specially designed to suit the life stage needs of your pet. You will need to choose from the current options available according to your pet’s life stage (Basic or Plus plan). Our veterinarians and vet nurses are happy to assist you with choosing the most suitable plan for you and your pet. Unfortunately, we are not able to customise plans at this stage. If you have requests for additional items to be included in a plan, please let us know and we can look at including these in the future.

How do I pay for a VIP Club plan?

 

We make use of a debit order system managed by Genric Pet Insurance. This allows for a convenient monthly debit order for your 12 month plan allowing you to budget for your pet’s essential health care needs. If you would like to pay for your plan in advance (1 annual payment) then we will give you an additional 10% discount over and above the discounts you have already received by joining the VIP Club.

I have more than 1 pet. Do I get a discount on multiple VIP Club Plans?

 

No, we have already discounted the services included in the plan and can unfortunately not provide any further discount.

My puppy or kitten has already had some/all of his/her vaccinations. Can I still join the VIP Club?

 

Yes, of course. The puppy or kitten VIP Club plans include all vaccinations required for your puppy or kitten as well as their sterilisation and disease screening during the 12 month plan. The veterinarian will assess what your puppy and kitten will need during the year. We do however need to have received at least 3 monthly payments before we can sterilise your pet. This might mean delaying your pet’s sterilisation slightly if you join when they are a bit older.

What happens if I want to cancel my plan?

 

Plan services are provided at significant discounts under an annual agreement. Agreements may be cancelled at any time. However, under the monthly pay option, services may have been performed that have not been fully paid for. In this situation the client is responsible for the remaining payments on the plan or the full retail value for services or discounts used under the plan less payments made (whichever is less).

When will I receive my tick and flea prevention and deworming?

 

Deworming will be received during your practice visits according to our pre setup schedule. Tick and flea prevention will also be provided to you at each visit. On the adult and senior plans we will contact you to collect your tick and flea prevention at the 3 month interval between your visits. We will remind you of this. West Acres Animal Hospital will choose the brand of deworming and tick and flea prevention provided.

How often during the year will I receive a discount on my consultation fee?

 

The discounted consultation fee (as well as surgery and dental discounts) applies for the entire 12 month plan period. This however is strictly by appointment only and only during our consultation hours.

If I join the VIP Club is there a waiting period before I can bring my pet in?

 

No, we will happily see your pet at any stage after your first debit order has gone through. If your pet requires a veterinary visit before this (for example, a vaccination for your puppy) then please discuss this with us before bringing your pet in. We can then possibly arrange for you to make a payment at the practice at a reduced rate before your plan benefits start.

What will happen if I haven’t used all my included services by the end of the year?

 

All included services must be used during the 12 month plan period. We will endeavour to remind you about your scheduled visits timeously to ensure that you have ample opportunity to use all of your included services in the year. Services that have not been used at the end of the plan period will expire.

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