isometric help


How do I check my claim status?

You can check your claim status at any time on your OneDegree account by visiting “Claim Center” under your pet's policy. We clearly show you the stage your claim is at so you’re always in the loop.

How do I make a claim?

You can start filing the claim by: 1. Log into your personal account 2. Click "View Policy" under the policy card 3. Click "Make a Claim" to start making a claim Please note that you will need to upload a clear photo of your clinic receipt in order to successfully file a claim.

Do I need pre-authorization from OneDegree for vet treatment?

No. You can take your pet to any registered vet in Hong Kong and claim eligible expenses. The reimbursement rate is different for clinics that are within and outside of our network. To avoid any delay, we suggest reminding your medical provider to provide an itemized bill that includes: diagnosis (specify illness), symptom date and your pet name/microchip number. You can find a list of our network clinic here.

Do I need to prepare and submit any documents for claim filing?

We require a photocopy of your receipt, HKID and bank card. You can upload them through your online portal. We need a biopsy report from you vet if you're filing a claim for the Cancer Cash Benefit. Please keep the originals until the claim is paid as we may require them for verification. We may request your pet’s medical records and examination or diagnostic test reports of your pet’s previous visits to all veterinarians.

How do you handle claims?

After receiving a claim request, we will first request an electronic medical proof from your vet, and that information will be processed and checked by our AI-powered claim engine. We use more than 40 different algorithms to help identify any invalid or fraudulent claims - that take only a few seconds! For straightforward claims, decisions (approval or rejection) will be made automatically. For more complicated claims, we may investigate further and ask our vet advisors for second medical opinions. We may also ask you for additional information, such as your pet's past health records. You can keep track of the status of claims in your personal account. We'll also notify you of claim decisions by email.

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