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 at enrollment, the reimbursement rate is 90% for network clinics; and 70% for non-network clinics. For pets from 13 weeks to 11 months old at enrollment treated at both clinics, up to 50% can be reimbursed .

You must submit a claim within 30 days after your pet's veterinary visit. For inpatient claims, the discharge date will be treated as the visit date. To avoid missing the deadline, we recommend submitting your claim as soon as possible after each visit. Unfortunately, we are unable to process any claims submitted after the 30-day period. If your pet has been hospitalized for more than 30 days and has not yet been discharged, you may coordinate with the veterinary clinic to settle part of the medical expenses first. Please submit the paid receipt(s) along with all required claim information (e.g. Diagnosis and Date symptoms appeared, etc.). We will process that portion of your claim accordingly.

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.