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Critical Illness Insurance
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Critical Illness Insurance

How do I update my credit or debit card details for my existing policy?

You can update or add the card used for payment by following the steps below: 1. Log in to our online portal  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  2. Select your policy card under “Your Policies” section  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  3. You may edit the card info or add a new card by clicking the ✏ icon under the “Payment” section

I applied for the InfiniCare policy for my family member, who will receive the reimbursement?

In general, according to the provision, we will pay the benefit to the Policyholder.    However, if the Policyholder passes away during the Insured Person's lifetime or claim assessment, while the Insured Person is still alive, the Insured Person will become the new Policyholder of the Policy, and the relevant benefits will be paid to the new Policyholder. 

Do I need to submit any documents for my premium refund for cancelling my policy?

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. 

How would the claim be handled if the Policyholder passed away after a claim has been submitted?

If the Policyholder and the Insured Person are the same person, and if he/she passes away when we pay the benefit, the benefit will be transferred to his/her estate.    If the Policyholder and the Insured Person are NOT the same person, and if the Policyholder passes away during the Insured Person's lifetime or claim assessment, while the Insured Person is still alive, the Insured Person will become the new Policyholder of the Policy, and the relevant benefits will be paid to the new Policyholder.   

I have my revisit at public hospitals, but there are neither any attending doctors nor any medical reports provided to me, how should I proceed?

You can submit 1) medical report and patient information application form and 2) OneDegree Critical Illness Claim Form to the related hospital department. During the claim application on our online portal, we will also ask you to provide the information of the doctor that you’ve consulted so that we can follow up with the claim.

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