Pet Insurance

We may require further documents for our claims processing – you can provide the information to our claims email claims@onedegree.hk. Please state the related claim number(s) in the email. 

If you disagree with the claim decision, you can contact the Claims Department within 60 days from the date of receiving the claim decision, with the appeal reason(s) and supplementary document(s) providing to us.   Please be aware that the supplementary document(s) must be provided by the customer and emailed to claims@onedegree.hk to apply for an appeal.

You can update the card used for payment by: 1. Log into our online portal  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  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

We will ask you for more information during our assessment. Please note that we will also perform random checking or review manually on your latest case(s) even if you have enrolled the policy for months and/or you have several successful claims already.    The relevant documents must be first submitted by the customer. 

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.