Sure! You can your pet's microchip number to care@onedegree.hk any time after enrolment with the policy registered email address and indicate the policy number.

Please be aware that once a microchip number is registered, it is unable to be updated afterward.

Can my pet's microchip be added after purchase?

Yes. Cats that are aged from 13 weeks to 11 years old can be enrolled in PawfectCare whether being microchipped or not.

Please be aware that the pet’s name shown on the medical receipt uploaded for any claim applications must be consistent with the insured pet’s name on the policy so that the claim assessment will be not affected.

Can I purchase a policy for my cat that has no microchip?

Cats and dogs from 13 weeks to 11 years old of any breed, whether being microchipped or not, are eligible to apply for a PawfectCare policy.


Any limitation for pets to enroll with Pawfect Care?

Cats and dogs from 13 weeks to 11 years old of any breed, whether being microchipped or not, are eligible to apply for a PawfectCare policy.

Your pet insurance policy will only be terminated when: 

- the pet insured passed away; 
- the premium is not fully paid at the end of the grace period; or 
- any misrepresentation, false information, or failure to disclose details which could influence our assessment of your policy application. 

You will be notified in advance, and in line with fair and transparent practice, we will inform you the reason for ending your policy. If you have questions about our termination policy, please contact us via our live chat or email us at care@onedegree.hk . 

Under what circumstances will my pet insurance policy be terminated or discontinued?

Your pet insurance policy will only be terminated when: - the pet insured passed away; - the premium is not fully paid at the end of the grace period; or - any misrepresentation, false information, or failure to disclose details which could influence our assessment of your policy application. 

You will be notified in advance, and in line with fair and transparent practice, we will inform you the reason for ending your policy. If you have questions about our termination policy, please contact us via our live chat or email us at care@onedegree.hk . 

After you have successfully purchased a policy, your pet's coverage will begin after the waiting period. We understand it can be frustrating to not have immediate coverage. But like most insurers, we do this to prevent pet owners from buying policies after their pets get sick or injured, and making claims for existing conditions. If we did allow it, the cost of insuring pets would greatly increase and the premiums would become much higher for all pet owners. 

For policies that are effective on or before 12 Jan 2022, a 180-day waiting period will be posed for cancer, orthopedic conditions, chronic renal disease and hereditary conditions; For policies that are effective from 13 Jan 2022 and onwards, only cancer will be imposed a 180-day waiting period.

When will my pet's coverage begin? What does waiting period mean?

After you have successfully purchased a policy, your pet's coverage will begin after the waiting period. We understand it can be frustrating to not have immediate coverage. But like most insurers, we do this to prevent pet owners from buying policies after their pets get sick or injured, and making claims for existing conditions. If we did allow it, the cost of insuring pets would greatly increase and the premiums would become much higher for all pet owners.

If you are a dog owner, you can calculate the current age of the pet by referring to the dog license. For example, if the age stated on the license is 3 years and 5 months, and the date of issuance is May 15, 2018. Assuming the enrolment date is November 16, 2020, then dog’s age should be 5 years and 11 months old. You may choose 5 years old for your dog during the application.  

If you are a cat owner, you may refer to the vaccination card or vet receipt, and calculate the age based in the age stated and the date of document issued. You may also consult with your vet for assessment to achieve the most accurate result.                                                                                       

Pet’s age is calculated by their actual age. Taking the dog in the specimen as an example, the premium of which will be calculated based on 5 years old, even though it’s 5 years and 11 months old. Therefore, sign your fluffy friend up before its birthday!

I am not sure the age of my pet, is there anything I can refer to?

If you are a dog owner, you can calculate the current age of the pet by referring to the dog license. For example, if the age stated on the license is 3 years and 5 months, and the date of issuance is May 15, 2018. Assuming the enrolment date is November 16, 2020, then dog’s age should be 5 years and 11 months old. You may choose 5 years old for your dog during the application.

I am not sure the age of my pet

You see this a lot in human medical insurance too - the share of expenses your insurance company pays is often different depending if your doctor is in-network or out-of-network.

For OneDegree, we have kept a list of veterinary clinics in our network, because from what we have heard, these clinics have a good reputation and charge a reasonable price. Please be assured that these clinics work individually and share no business profit or fee with OneDegree. Meanwhile, we would update our network from time to time based on policyholders’ feedback. If you have any unpleasant experience with the veterinary clinics, you may consider filing a complaint to relevant organizations. You may copy your complaint to us at care@onedegree.hk – your feedback is valuable as it will allow us to accurately evaluate the service standard of our network.

** OneDegree cannot adjust any associated costs or services provided by clinics in our network and would not provide any recommendation for any veterinarian or its service.

Why is the reimbursement rate for network clinics different from the rate for non-network clinics in Pawfect Care?

You see this a lot in human medical insurance too - the share of expenses your insurance company pays is often different depending if your doctor is in-network or out-of-network...

You can update the card used for payment by:   

2. Select your policy card under the “Your Policies” section

3. You may edit the card info by clicking the ✏ icon under the “Payment” section

How do I update my credit or debit card details?

You can update the card used for payment by:

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

- Average increase of the veterinary surgeon charges

We can assure you that we don't base premium adjustments on a policyholder's individual claim history.

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.

After receiving a claim request, that information will be processed and checked by our AI-powered claim engine.

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.

How do you handle claims for pet insurance?

After receiving a claim request, that information will be processed and checked by our AI-powered claim engine.  

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.

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 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 procvider to provide an itemized bill that includes: diagnosis (specify illness), symptom date and your pet name/microchip numnber.

Our pet insurance is designed to help you when your furry buddy unexpectedly gets hurt or sick. That’s why we don’t cover pre-existing conditions and congenital diseases, as pet parents should already be aware of them prior to purchasing insurance. Other major exclusions include pregnancy, alternative treatments, and preventive procedures such as vaccinations.


Please see our Pet Insurance page for more details, or you can see our sample policy wording for the fine print on coverage. 


What is not covered in Pawfect Care?

One or more of the following Medical Conditions that showed clinical signs or Symptoms, occurred, diagnosed or treated before the Policy Start Date or during the Waiting Periods.

• Allergies • Arthritis (non-septic) • Asthma or chronic lower respiratory tract diseases • Cancer (malignant) • Cardiovascular diseases • Chronic colitis • Chronic eye diseases • Chronic gastritis • Chronic liver diseases • Chronic pancreatitis • Chronic renal diseases • Endocrine diseases • Infectious diseases including Aujeszky’s disease, feline AIDS, FIV (feline immunodeficiency virus), FeLV (feline leukaemia virus) • Inflammatory bowel disease • Joint dysplasia • Neoplasia (benign) • Osteochondral diseases • Neurological damage • Stones in urinary systems • Urinary blockage

What is a pre-existing condition?

What is a pre-existing condition in Pawfect Care?

Chronic medical condition is a medical condition that has at least one of the following characteristics:

d. Needs long-term monitoring including consultations, checkups, examinations, and tests,

and shall include an acute episode of a chronic medical condition.

If your pet first enrolled in our plan at age 4 or younger, your pet can enjoy lifetime coverage of chronic illnesses.

If your pet first enrolled in our plan at age 5 or older, chronic illnesses will still be covered for the first policy year they occur. However, the specific illness will be considered a pre-existing condition and excluded for subsequent policy periods. 

Chronic illnesses can be very costly to treat. Make sure your furry buddy is covered by getting insurance at an early age!

What is considered a chronic illness in Pawfect Care and is it covered?

Chronic medical condition is a medical condition that has at least one of the following characteristics:
a. Lasts 3 months or more;
b. Comes back or is likely to come back;
c. Is permanent; or
d. Needs long-term monitoring including consultations, checkups, examinations, and tests,
and shall include an acute episode of a chronic medical condition.

What is considered a chronic medical conditions in Pawfect Care and is it covered?

To make sure all pets obtain fair protection, most insurers setup waiting period.PawfectCare also does this to prevent pet owners from buying policies after their pets get sick or injured and making claims for existing conditions. There is a 28-day waiting period from the Policy Start Date before you can start making claims. For policies that are effective on or before 12 Jan 2022, a 180-day waiting period will be posed for cancer,orthopedic conditions, chronic renal disease, and hereditary conditions; For policies that are effective from 13 Jan 2022 and onwards, only cancer will be imposed a 180-day waiting period.

Can I file a pet's claim instantly after policy start date?

To make sure all pets obtain fair protection, most insurers setup waiting period. Pawfect Care also does this to prevent pet owners from buying policies after their pets get sick or injured and making claims for existing conditions. There is a 28-day waiting period from the Policy Start Date before you can start making claims. For policies that are effective on or before 12 Jan 2022, a 180-day waiting period will be posed for cancer, orthopedic conditions, chronic renal disease and hereditary conditions; For policies that are effective from 13 Jan 2022 and onwards, only cancer will be imposed a 180-day waiting period.

Yes, but you will need to apply for a separate policy for each pet. Once you have successfully purchased your first pet policy, you can simply click "Add Policy" >  "Pet" to enroll your other pets. Don’t forget we have a multi-pet discount! Enjoy 40% off policies for your additional furry friends, starting from the second pet. All of your pets’ policies can be easily viewed and managed from your OneDegree account.

Can I buy insurance for more than one pet?

Premiums vary depending on which plan you choose and factors including your pet's age, and breed. Get a personalized quote in just a few clicks, no strings attached!

How much does Pawfect Care pet insurance cost?

We cover unexpected injuries or illnesses that happen after the end of waiting periods. 

We offer three plans with different levels of coverage. Depending on the plan, your pet can be covered for: 

- Lab test (Blood test, urine test, fecal test, biopsy, and fine-needle aspiration cytology)

We also provide a one-off lump-sum cash benefit of HKD 10,000 if, unfortunately, your pet is diagnosed with cancer. 


Please see our Pet Insurance page for more details, or you can see our sample policy wording for the fine print on coverage. 

What is covered?

We cover unexpected injuries or illnesses that happen after the end of waiting periods. We offer three plans with different levels of coverage. Depending on the plan, your pet can be covered for:

90% of the reimbursements will usually be paid out around 2 to 3 weeks after we receive all necessary documents from you and your vet. The processing time may vary if there is any dispute or pending document.

How long does it take to get reimbursed for pet claims?

You can check the claim status anytime on our online portal with your OneDegree account: 

1. Click your policy under “Your Policy” section 

2. You may view the claim status and claim records by clicking the “Claims” button

How do I check my claim status?

You can check the claim status anytime on our online portal with your OneDegree account


2. Click the “Account” button on top of the page and click “Settings”


3. You may edit your contact info at the bottom of the page

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"

Yes, your pet can visit any registered vet in Hong Kong. If your vet of choice is part of our vet network, the reimbursement rate is 90%. For non-network clinics, the rate is 70%.

Can I bring my pet to any vet in Hong Kong under your plan?

We will make a deposit directly into the bank account you provided for any successful claims.

How will you reimburse me for claims?

You can start filing the pet insurance claim by: 

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.

How do I make a pet insurance claim?

You can start filing the pet insurance 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.

You must submit a claim within 30 days after your pet’s visit to a clinic, and you can submit an inpatient claim within 30 days after discharge. We suggest filing right after seeing the vet so you don't miss the deadline. We won't be able to process or reimburse any late claims.     

Is there a deadline for filing pet insurance claims?

You must submit a claim within 30 days after your pet’s visit to a clinic, and you can submit an inpatient claim within 30 days after discharge. We suggest filing right after seeing the vet so you don't miss the deadline. We won't be able to process or reimburse any late claims. 

We require a photocopy of your receipt. 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.

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

We require a photocopy of your receipt. 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.

Yes. We will clearly explain to you the reasons behind our claim decision. If you disagree, please let us know through email at claims@onedegree.hk. Our team will look into your case, and we may request more info from you and any related parties to reassess your claim.

Can I appeal if my claim is rejected?

Any pet that meets the eligibility requirements can apply for a policy. However, an illness or a condition that is diagnosed before your policy start date or during waiting periods, which also listed on our policy wordings that belongs to pre-existing conditions, that means you won’t be able to claim vet expenses related to that condition, but accidents or other health problems that occur after the policy takes effect will be covered. To ensure your pet can get the most comprehensive health protection, we encourage pet owners to insure their pets as early as possible.

Can I enroll my pet if he/she has a diagnosed medical condition?

Any pet that meets the eligibility requirements can apply for a policy. However, an illness or a condition that is diagnosed before your policy start date or during waiting periods, which also listed on our policy wordings that belongs to pre-existing conditions, that means you won’t be able to claim vet expenses related to that condition.

You see this a lot in human medical insurance too, PawFect Care Policyholders can choose to bring their pets to any registered vet that is part of OneDegree's vet network, then the max reimbursement is 90% of eligible expenses. If they visit a non-network clinic, the reimbursement rate is up to 70%. Check out our vet network.

What are network clinics and non-network clinics?

PawFect Care Policyholders can choose to bring their pets to any registered vet that is part of OneDegree's vet network, then the max reimbursement is 90% of eligible expenses. If they visit a non-network clinic, the reimbursement rate is up to 70%.

We don't cover chemotherapy or immunotherapy under reimbursement benefits, but we provide a HKD 10,000 lump sum payment under our Essential, Plus and Ultra plan options if your pet unfortunately has cancer. You're free to spend this amount on whatever you think is best for your furry one, including chemo, herbal medicine, rehabilitation, or special diets. This benefit can only be claimed once during a pet's lifetime.

In addition to the cancer cash benefit, you can still claim expenses for surgery, hospitalization, and other items that are covered in your plan. For pets enrolled into Pawfect Care before they turn 5 years old, cancer and other chronic illnesses are covered as long as their policies are effective. Pets enrolling at age 5 or older will only have cancer and  chronic illnesses coverage for the first year the illness occurs.

Do you cover treatment for cancer?

We don't cover chemotherapy or immunotherapy under reimbursement benefits, but we provide a HKD 10,000 lump sum payment under our Essential and Plus plan options if your pet unfortunately has cancer. You're free to spend this amount on whatever you think is best for your furry one, including chemo, herbal medicine, rehabilitation, or special diets. This benefit can only be claimed once during a pet's lifetime.

It's because the premium levy is added on the checkout page; moreover, if you choose the annual payment option on the checkout page, the premium is about 10% lower than the monthly option. Annual premiums are paid only once each policy year, so administrative and processing costs are lower than monthly premium payments. We pass these cost savings back to our customers in the form of lower premiums!  

According to the "Insurance Ordinance" (Chapter 41), the Insurance Authority has been collecting levy on insurance premiums since the start of 2018 to maintain financial independence. From April 1, 2020 to March 31, 2021, the levy rate is 0.085% based on the premium of each policy year, which means that only HKD 0.85 will be collected for every HKD 1,000 of premium. The rate will be increased to 0.1% from April 1, 2021.

Why is the premium on the plan selection page different from what I paid?

It's because the premium levy is added on the checkout page; moreover, if you choose the annual payment option on the checkout page, the premium is about 10% lower than the monthly option.

Premium on plan selection page is different from what I paid?

If you are a dog owner, you can refer to the breed indicated on the dog license. For cat, you may refer to the vaccination card or vet receipt, it generally stated the breed on it, or you may also consult with your vet for assessment to achieve the most accurate result.  

A cross breed refers to a dog with parents of two different distinct breeds, while a mixed breed don't have purebred parents or is an unidentified/unknown breed. For "Domestic Short Hair (DSH)" or "Mongrel", there is also a relevant breed option when purchasing a policy for your pet.

Pawfect Care covers all breeds of cats and dogs. In case you don’t find the breed of your pet, you may let us know your pet's breed and your contact email address by email at care@onedegree.hk, we will follow up with you as soon as possible.

I am not sure the breed of pet, is there any reference?

If you are a dog owner, you can refer to the breed indicated on the dog license. For cat, you may refer to the vaccination card or vet receipt, it generally stated the breed on it, or you may also consult with your vet for assessment to achieve the most accurate result.

Click here to see a full list of our network clinics. We're always looking to grow our vet network, so don't be discouraged if your preferred clinic isn't in the list!

Which clinics are in your network?

You may check out the current promotion on our Promo Overview page. If you have a promotion link, please click on the link to purchase a policy in order to activate the discount. You will be able to see the discounted premium at checkout before you make a payment.

If you do not see the following pop-up window on the first page of the application process, it means that you have not successfully obtained the promotion or discount, and you will not be able to get the it back after enrolment.  

We will have special offers from time to time, please subscribe to our newsletter at the bottom of the homepage, and follow our Facebook page, so you don't miss the latest promotions! 

Where can I enter the promo code?

Reimbursement rate is the percentage of eligible expenses we will reimburse. You can bring your pet to a vet of your choice - if your vet's clinic is in our network, then the reimbursement rate is 90%. If you visit a non-network clinic, the rate is 70%. E.g.: For a vet bill of HKD 100, you can claim back as much as HKD 90 for a network clinic, and up to HKD 70 if it's from a non-network clinic.

What is reimbursement rate? How does it work?

Consultation fees are covered by our Plus and Ultra plan, it provides more comprehensive coverage options and also it is more expensive. 

Our Essential plans don't cover consultation fees because we want to offer more affordable options for owners who just want insurance for the big expenses, such as surgery. A pet owner will on average bring their pets for consultation 2-3 times a year and the fees are generally fixed. As consultation expenses can generally be anticipated, we decided to exclude it to lower premiums for Essential plan.

Why aren't consultation fees covered by all your plan options?

Consultation fees are covered by our Plus and Ultra plan, it provides more comprehensive coverage options and also it is more expensive.

We cover hereditary conditions, which are passed down from their parents through genes. We understand hereditary conditions may not appear until the later stage in a pet's life and can result in huge, unexpected medical expenses. 

However, we don't cover congenital conditions, which are developed in utero and/or present at birth. These are detectable right after birth or at an early age, so we consider them as pre-existing conditions.

Are hereditary and congenital conditions covered?

We cover hereditary conditions, which are passed down from their parents through genes. We understand hereditary conditions may not appear until the later stage in a pet's life and can result in huge, unexpected medical expenses.

No, as most pet parents we surveyed didn’t find this benefit useful. Third-party insurance doesn’t cover incidents deemed to be caused by the owner’s lack of reasonable care, such as neglecting to use a leash or a muzzle when walking big or aggressive dogs. For feline owners, third-party liability is not much of a concern as cats are usually kept indoors and they rarely come into contact with others outside their homes.

Do you cover third party liability if my pet bites somebody or causes a car accident by running across the street?

We don't require any medical examinations for enrollment! You just have to answer a few basic questions about your pet's health truthfully and accurately to the best of your ability.

Do I need to take my pet for a medical exam before purchasing a policy?

Pets are like our family members and we want to protect them, whatever the cost. However, vet bills can get very expensive when an unexpected illness or injury strikes. Pet insurance can ease that burden so you can focus on choosing the best treatments for your pet.

Why do I need pet insurance?

We offer three plan types: Essential, Plus and Ultra. 

If your main concern is huge vet bills in the case of serious accidents or illnesses, the Essential plan may work best for you. The premium is the lowest of the three plans but the key expenses including surgery, hospitalization and medication are covered. 

If you want comprehensive coverage that includes routine vet visits with the highest annual coverage, the Ultra plan will give you a peace of mind. 

The Plus plan provides a balance between the two and is our most popular option.

How do I know which plan is suitable for me?

We offer three plan types: Essential, Plus and Ultra. If your main concern is huge vet bills in the case of serious accidents or illnesses, the Essential plan may work best for you. The premium is the lowest of the three plans but the key expenses including surgery, hospitalization and medication are covered.

If your pet first enrolled in Pawfect Care under age 5 and develops a chronic illness while under coverage, the specific illness will continue to be covered in subsequent policy years. 

On the other hand, if your pet first enrolled at age 5 or older, any chronic illness that develops will only be covered for the policy year in which it occurred. For subsequent policy years, it will be considered a pre-existing condition and therefore excluded.

If my pet develops a serious illness, will that condition be covered in the next policy year?

If your pet first enrolled in Pawfect Care under age 5 and develops a chronic illness while under coverage, the specific illness will continue to be covered in subsequent policy years.

Pet Insurance

Get answers fast on our FAQ page, where we address questions you may have about OneDegree and our plans.