Pet Insurance

Pet, Critical Illness and Home* policy holders can handily access to their online OneDegree account both by computer and mobile browsers (such as, Google Chrome/Edge/Safari, etc); whilst, online account management is not yet extended to other insurance products. Policy holders can simply login at www.onedegree.hk by inputting their registered email address and with One Time Password (OTP). * Home policyholders who purchase their policies on or after 22 December 2022.  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  If you face problem to login your account, please check if: ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ a. Expired OTP OTP will be sent while Microsoft on behalf of OneDegree Hong Kong Limited <msonlineservicesteam@microsoftonline.com>, and the code will be valid for 5 minutes only. If you have not entered the OTP in time, you would need to request a new OTP again. At the same time, if you repeatedly request a OTP, the previously requested password will become invalid after a repeat request.  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ b. Browser setting If you are using Google Chrome browser, please check if you have already allowed cookies and have not pre-set us (www.onedegree.hk) as one of your unaccepting websites in “Setting” page. Please be aware:  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  Never select o        Block third-party cookies o        Block all cookies (not recommended)  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  Never to add o        our website (www.onedegree.hk) in “Sites that can never use cookies”  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀ ⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀⠀  You may also try if able to access through Incognito Window (below image as reference). ⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ ⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀ ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  In case, you have already gone through all our above suggestions and the problem persists, please refer to our guide at What do I need to provide for reporting a technical issue? . Then, contact with us with the necessary details sharing, we will be best to assist accordingly.  ⠀⠀ ⠀⠀⠀⠀⠀⠀ ⠀⠀⠀  You may contact us through diverse channels (https://www.onedegree.hk/en-us/contact-us ).

After you have successfully purchased a policy, your pet's coverage will begin after the waiting period. We understand it can be frustrating not to have immediate coverage. However, similar to the majority of insurers, we implement this to prevent pet owners from purchasing policies after their pets have already gotten sick or injured, and making claims for pre-existing conditions. If we allow such practice, the cost of insuring pets would greatly increase, resulting in substantially higher premiums for all pet owners.   The policy will take effect immediately after the application completed, while the policy coverage will start after the waiting period. The waiting period for Illnesses and Injuries caused by Accidents is 28 days, while for Cancer and Critical Illness Cash Benefit (if applicable) is 180 days (Applicable to Pet policies purchased on or after 13 January 2022). Please note that any medical expenses incurred prior to enrolling for insurance and during the waiting period will not be eligible for reimbursement.

Once the Pet CEO Plan® application is confirmed with submission, the policy plan cannot be adjusted in the middle of the policy period. If you wish to make any change to your policy, for example, switching to a different coverage plan, you may apply to do so within 30 days prior to the policy renewal date, subject to our approval. We reserve the right to alter the premiums and policy terms following a change in coverage plans.    Please be aware, any plan adjustment may affect policy coverage or else may even require re-underwriting. The current restrictions on policy plan upgrade, are as the follows:    1. Additional annual coverage (on top of the original plan) and newly added benefits (if any) will be subject to waiting periods before they become effective and will not apply to pre-existing conditions*.   2. If the insured pet is aged 5 or older at the time of the plan upgrade, new chronic illnesses (which are eligible to claim under the policy) diagnosed at 5 years old or above will be covered under the 1st policy year of the upgraded plan after the waiting period of the upgraded plan. However, at subsequent renewals, this coverage will revert and be calculated based on the principles and terms and conditions of the original plan before upgrade.   3. Any chronic illness existed/ diagnosed / discovered before the plan upgrade will remain its coverage based on the original plan and will not enjoy the additional coverage following the upgrade.   4. Please note that all policy upgrades are only eligible for insured petswhose age is 11 years old or below at the upcoming renewal; in other words, no upgrades are applicable for insured pets who have reached 12 years old or above at the upcoming renewal.   No re-underwriting is required to undergo plan downgrading by policy renewal. However, if policyholders decide to upgrade the plan again in the future, re-underwriting is required and the same plan upgrade restrictions stated above will be applied.    Pet CEO Plan® aims to provide relevant health guard protection and to share financial burden with the owners in taking good care of their furry friends in long run. For this reason, we sincerely recommend the owners to clearly consider the most suitable medical plan for making enrolment decision.   To learn more about the precautions of policy plan change decision, please refer to What are the precautions I should consider with when making plan change decision?   * For more details about “Pre-existing condition”, please visit: https://www.onedegree.hk/en-us/faq/article/what-is-a-pre-existing-condition   # For more details about chronic illnesses, please visit: https://www.onedegree.hk/en-us/faq/article/what-is-considered-a-chronic-illness-and-is-it-covered

If your pet first enrolled in Pet CEO Plan® at 4 years old or below and develops a chronic illness while under coverage, the specific illness will continue to be covered in subsequent policy years. (*If your pet develops symptoms associated with a chronic illness before the end of the waiting period, the chronic illness will be considered a pre-existing condition and will not be covered.)    On the other hand, if your pet first enrolled at age 5 years old or above, any chronic illness that develops will only be covered for the policy year in which it occurred. For subsequent policy years, it will be considered a pre-existing condition and therefore excluded.    We recommend obtaining pet insurance coverage for your pet as early as possible to ensure lifetime protection. 

90% of the reimbursements will usually be paid out around 15 working days after we receive all necessary documents from you and your vet. The processing time may vary if there is any dispute or pending document.