No. You can take your pet to any registered vet in Hong Kong and claim eligible expenses. Please note though the reimbursement rate is different for clinics in our network and those outside of our network. To ensure we can process your claim without delay, do remind your clinics to provide a receipt that include: symptom date, diagnosis (specify illness), fee breakdown and your pet’s name. For pets at age 1 or above, the reimbursement rate is 90% for network clinics; and 70% for non-network clinics. For pets from 13 weeks to 11 months old treated at both clinics, up to 50% can be reimbursed.

A claim must be filed within 30 days of your pet's clinic visit, 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.

You can check your claim status at any time by logging into your pet’s account and going to Claim Center. We clearly show you the stage your claim is at so you’re always in the loop.

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 claims team will look into your case, and we may request more info from you and the attending vet to reassess your claim.