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Policy Management

Can I cancel my policy?

Yes. You can cancel your policy as long as no claims have been paid during the current policy period. If a policy is cancelled before the end of the 7th day from the policy start date, we will refund in full. For example, for a plan bought on June-1, you can get the full amount back if it is cancelled before the end of June-7. For cancellations after the 7th day from policy start date: If you have chosen the annual billing option, we will refund the unused premium net of a 10% cancellation fee. Unused premium is calculated on a pro-rata monthly basis. A partial month is considered a full month in determining your refund amount. For example, if you paid HKD 1,200 at the beginning on January-1, and you chose to cancel this policy on February-1, the unused premium is equal to 10 months of premium counting from March, which is HKD 1,000. Cancellation charge is 10% of the annual premium which is HKD 120. You will then get a cancellation refund of HKD 1,000 - HKD 120 = HKD 880. If you have chosen the monthly billing option, there will be no premium refund or cancellation charges.

How do I update my contact details?

You can change your contact details by: 1. Log in your account 2. Go to Setting - Account 3. You can see a section named "Contact information". Enter new contact information and click "Save"

What would happen if I miss a premium payment?

No worries. Your insurance coverage is still effective within a 30-day grace period after the premium due date. You can pay the premium within the grace period to keep your insurance effective. However, if at the end of the grace period and we have not received full premium due, we will terminate the insurance policy.

When can I renew my policy?

Your policy can be renewed starting 30 days before the policy end date. We will send you renewal information before then and inform you whether there will be any coverage or premium adjustments.

Will my premium increase when I renew my pet’s policy?

It's possible that the premium may be adjusted when it's time to renew your policy. We will notify you in advance if there will be any changes and the reason for them. Factors we consider for pricing adjustments include: - Collective claim experience in the preceding years by Hong Kong pet owners - Your pet’s age and health condition at renewal - Price inflation of vet treatments

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