Policy Management

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.

It's possible that the premium may be adjusted or remain unchanged* when it's time to renew your policy. Factors we consider for pricing adjustments including but not limited to:    - Collective claim experience in the preceding years by Hong Kong pet owners  - Your pet’s age at renewal#  - Average increase of the veterinary surgeon charges     As the exact renewal premium will be calculated based on the factors stated above, we therefore cannot provide preview on renewal premium beforehand. Please rest assured that if there’s any adjustment, we will indicate the renewal premium 30 days before the policy renewal. If you prefer not to renew the policy, you may stop the auto-renewal function of the policy through our online system upon receiving the renewal notice. If you do not stop such function, the policy will be automatically renewed so that your pet’s protection will not be disrupted.     ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  *Premium discount offered by Promo code is only applicable to the first year of a policy. The renewal premium will be calculated based by the original price according to the pet’s age.     ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  #Pet CEO Plan® premiums will be adjusted based on the age of the insured.    ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  The premium trend is for reference only, no upper age limit for renewal. The exact renewal premium indicated in the Renewal Notice shall prevail. OneDegree reserves the right of final decision.

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:   1.     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.   2.     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. 

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 ).

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.