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Critical Illness Insurance
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Critical Illness Insurance

I have my revisit at public hospitals, but there are neither any attending doctors nor any medical reports provided to me, how should I proceed?

You can submit 1) medical report and patient information application form and 2) OneDegree Critical Illness Claim Form to the related hospital department. During the claim application on our online portal, we will also ask you to provide the information of the doctor that you’ve consulted so that we can follow up with the claim.

What information do I need to submit while I file a claim for my InfiniCare Policy?

First, 2 claim forms are required to be filled in: 1.       Claim Form 1 which is completed by the insured / claimant 2.       The other form which is completed by doctor based on the insured’s condition: – Cancer/Early Stage Malignancy/Carcinoma-in-situ – Heart Attack – Stroke – Other Critical Illnesses    ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ On the other hand, the following documents and information are required: 1.       Copy of insured person’s HKID 2.       Copy of claimant’s HKID (if the claim is not filled by policyholder) 3.       Copy of supporting medical reports depending on the illness type: Cancer/Early Stage Malignancy/Carcinoma-in-situ Suggest to prepare (if any): -          Histopathological report -          Blood tests -          Positron emission tomography (PET) scan -          Other imaging/scanning reports -          Hospital discharge report  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ Cardiovascular diseases Suggest to prepare (if any): -          Blood test -          Electrocardiogram (ECG) -          Echocardiogram -          Percutaneous coronary intervention (PCI) report -          Hospital discharge report  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ Neurological diseases Suggest to prepare (if any): -          Computerized tomography (CT) scan -          Magnetic resonance imaging (MRI) reports -          Hospital discharge report   Other critical illnesses Suggest to prepare (if any): -          Blood test -          All diagnostic imaging reports: X-ray, Ultrasound, CT, MRI -          Histopathological report -          Hospital discharge report   For the sake of a smooth claiming process, policyholder is required to upload the following documents by logging in to OneDegree online system: 1.       Policyholder’s HKID 2.       Policyholder’s bank proof   You may also follow the instructions shown in the pictures below to log in to the online system with your OneDegree account to view the claim procedure and download the claim forms for InfiniCare:

Why am I not able to login my OneDegree account?

Pet, Critical Illness and Home* policy holders can handily access to their online OneDegree account both by computer and mobile browsers (such as, Google Chrome/Edge/Safari, etc); whilst, online account management is not yet extended to other insurance products. Policy holders can simply login at www.onedegree.hk by inputting their registered email address and with One Time Password (OTP). * Home policyholders who purchase their policies on or after 22 December 2022.  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  If you face problem to login your account, please check if: ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ a. Expired OTP OTP will be sent while Microsoft on behalf of OneDegree Hong Kong Limited <msonlineservicesteam@microsoftonline.com>, and the code will be valid for 5 minutes only. If you have not entered the OTP in time, you would need to request a new OTP again. At the same time, if you repeatedly request a OTP, the previously requested password will become invalid after a repeat request.  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ b. Browser setting If you are using Google Chrome browser, please check if you have already allowed cookies and have not pre-set us (www.onedegree.hk) as one of your unaccepting websites in “Setting” page. Please be aware:  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  Never select o        Block third-party cookies o        Block all cookies (not recommended)  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  Never to add o        our website (www.onedegree.hk) in “Sites that can never use cookies”  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀ ⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀⠀  You may also try if able to access through Incognito Window (below image as reference). ⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ ⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  In case, you have already gone through all our above suggestions and the problem persists, please refer to our guide at What do I need to provide for reporting a technical issue? . Then, contact with us with the necessary details sharing, we will be best to assist accordingly.  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  You may contact us through diverse channels (https://www.onedegree.hk/en-us/contact-us ).

Do I need to submit any documents for my premium refund for cancelling my policy?

Yes, it is mandatory to upload copies of your HKID and bank proof through your OneDegree customer account before cancelling your Pet or Critical Illness policy. We require these documents to verify your identity and bank details, ensuring that the premium refund is processed quickly and accurately to the policyholder. Here's how the process works:   Once you submit your cancellation request, our initial attempt is to refund the premium to the payment card used for policy purchase. This refund typically takes 7-10 working days, depending on your card issuer.   However, if the refund cannot be processed to your card for any reason, we need your bank details on file to redirect the payment. Uploading the copies of your Hong Kong ID and bank proof helps streamline the process and avoid delays in refunding. Therefore, policyholders are required to upload these documents to their account before submitting a policy cancellation request. 

What do I need to provide for reporting a technical issue?

We understand you’re facing technical issues when using OneDegree website. First, please try to using Google Chrome - Incognito browser to perform the same action when you get the error message. If the issue persists, please share the following details with us for case investigation, it will enable us detecting and tackling the problem efficiently:   ⠀⠀ ⠀⠀⠀⠀ 1. Screen capture of the full page showing the action or click before you get the error message, and the screen capture of the full page when the error messages appear 2. Device currently in use(desktop / mobile / laptop / tablet, etc) 3. Current Chrome Version 4. The Operating System of your device(Windows / macOS / iOS / Android / Linux, etc)   ⠀⠀ ⠀⠀⠀⠀ To check on the exact version of your browser in current use, you may simply visit https://www.whatismybrowser.com .   ⠀⠀ ⠀⠀⠀⠀ And, please approach us by diverse channels (https://www.onedegree.hk/en-us/contact-us) at your convenience.

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