How to provide supplementary details or submit appeal request upon submitted/declined claim request?

Based on highest integrity principle, policy holders are required to ensure all documents and details are accurate; precise; and substantially certain for submission. For this reason, our Claims Team will conduct throughout assessment for each proper case submission, so as to conclude with a cautious claim decision.

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If your claim request is declined relating to missing or inaccurate provided details, policy holders must proactively communicate with the concerned vet clinic to obtain supplementary details, then submit the appeal request through email to claims@onedegree.hk within 60 days after receiving claim result. Our Claims team will then reassess the concerned claim case after receiving further relevant supporting. Any request passing over the mentioned time period (within 60 days per claim decline result) will be considered as acceptance of original claim result; no appeal request will be further accepted for reassessment.

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*For any hand-written supporting, please ensure the vet has signed and stamped as confirmation.

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OneDegree, as a digital insurer in Hong Kong, we devote to promote environmental friendly by minimizing physical paperwork and simplifying claim procedures. Given to this aim, you are welcome to invite your vet or vet clinic providing the relevant supplementary details to Claims Team by email communication. For the ease of you and your concerned vet clinic, you may discuss with the clinic by phone before email approaching them to provide pet’s medical report and/or details of diagnosis.