Policy Management

Pet, Critical Illness, Fire 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 policy holders 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 ).

Home Insurance Refunds are calculated based on the Short Term Premium Refund Table. An administration fee of HKD 500 will be deducted from the refundable premium. The total amount retained by the company includes the pro-rated premium for the covered period plus the HKD 500 administration fee. The remaining balance will be refunded to the customer. 　 Fire Insurance Refunds for Fire Insurance are also calculated on a pro-rata basis; however, the administrative fee structure differs from Home Insurance. A minimum administration fee of HKD400 applies. If the calculated pro-rata premium is less than HKD 400, a minimum retaining fee of HKD 400 will be charged as the total administration cost for the cancellation. 　 Policy Amendment Fees (Applicable to Fire Insurance Only) The following administrative fee arrangements apply to modifications of Fire Insurance policy details (such as insured property address, mortgage information, etc.): 　 If the customer identifies an incorrect and contacts us to request an amendment within 48 hours of policy issuance, the administrative fee will be waived. 　 Any amendment requests submitted after 48 hours will incur an administration fee of HKD 300 per request.

Yes. You can cancel your Pet CEO Plan® policy as long as no claims have been paid during the current policy period*. If a policy is canceled before the end of the 7th day from the policy start date, we will refund in full: For example, for a plan bought on 1 June, you can get the full amount back if it is canceled before the end of 7 June. For cancellations after the 7th day from the policy start date: If you have chosen the annual billing option, we will refund the unused premium net of a 10% cancellation fee. The 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 1 January, and you chose to cancel this policy on 1 February, the unused premium is equal to 10 months of premium counting from March, which is HKD 1,000. The 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. *Not applicable to OneDegree Pet CEO Plan® Reservation Offer policy

Yes, it is mandatory to upload copies of your HKID through your OneDegree customer account before cancelling your Pet or Critical Illness policy. 　 If you need to cancel your home insurance or fire insurance policy, you must complete the policy cancellation form and upload it to our online platform. We will contact you further regarding the policy cancellation and refund arrangements.

To change your login email: 1.      Please contact our customer care team at care@onedegree.hk; our representative will verify your identity before processing your request^. 2.      Please note that the change process could take up to 2–4 weeks, and we might contact you via the registered phone number for verification purposes. 3.       Once the change is complete, your contact email will automatically be updated to match your new login email. 　 ^ To avoid delays, the application must be submitted by the account holder and should include the following details in the email request: ·       Member ID ·       Marketing communication subscription preference(Yes/No) ·       Your current login email address ·       Registered mobile number 　 To locate your login email, please log in to your OneDegree account and follow these steps: 1.      Click on the "Account" tab. 2.      Under the "Contact Info – Primary Email" section, you’ll see your login email. If you chose "Share My Email", your email will appear as [your email address]. a.      If you chose "Share My Email", your email will appear as [your email address]. 　 b.      If you chose "Hide My Email", your email will appear as xxxxxxxxxxx@privaterelay.appleid.com.