Policy Management

For any claims that you have filed, you must contact our Customer Service Team if you need to change the bank account to receive the reimbursement. As the amendment will only be effective for the specified claim, you need to edit the bank account info if you would like to receive the reimbursement with another bank account through our online system.   You may refer to the pictures below:   1. Log in to our online portal, click the “Account” button, and then click the “Bank Info” button   2. Click on the bank account in your account that you would like to edit, and then click on the ✏️ icon that appears on the right-hand side of the window.   3. Edit all the information and finish by clicking the “Save” button  You may also click the “+ Add” button anytime to add other bank accounts. If there’s more than 1 bank account in your account, you may switch any one of them as the default bank account to receive reimbursement or refund.   Bank accounts can be deleted by clicking the trash bin icon. If there’s only 1 bank account saved in your account, it cannot be deleted.

To change your login email: 1.      Please contact our customer care team at care@onedegree.hk; our representative will verify your identity before processing your request^. 2.      Please note that the change process could take up to 2–4 weeks, and we might contact you via the registered phone number for verification purposes. 3.       Once the change is complete, your contact email will automatically be updated to match your new login email. 　 ^ To avoid delays, the application must be submitted by the account holder and should include the following details in the email request: ·       Member ID ·       The Status Subscription Preference on the account ·       Full Name registered on the Account ·       Your current login email address ·       Your new preferred email address 　 To locate your login email, please log in to your OneDegree account and follow these steps: 1.      Click on the "Account" tab. 2.      Under the "Contact Info – Primary Email" section, you’ll see your login email. If you chose "Share My Email", your email will appear as [your email address]. a.      If you chose "Share My Email", your email will appear as [your email address]. 　 b.      If you chose "Hide My Email", your email will appear as xxxxxxxxxxx@privaterelay.appleid.com.

"Log In with Apple ID" allows you to securely sign into your OneDegree account using your Apple ID. Here’s how:  　　 1.      Open the OneDegree app or website and click "Sign in with Apple".  　 2.      Enter your Apple ID email (or phone number) and password.  　 3.      Choose your registration method: 　 a.      Share My Email: Allow OneDegree to use your real email address.  　 b.      Hide My Email^: Use an encrypted email address generated by Apple.  　 4.      You’ll be logged in automatically once verified.  　 ^Note: If you need to inquire about policy details or apply changes on your account and policy via email, please use “Share My Email”. This smoothen OneDegree to verify your identity and process your request via email.  　  Related FAQs: Can I change my registered email? How do I find my login email address with OneDegree? 

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 the Fire insurance policy is successfully confirmed, the policy documents will be sent to the email registered for the policy immediately. At the same time, you can manage your Fire policy and view the policy documents through your OneDegree online account. Subsequently, the Policy Administration department will send the original policy documents to your designated mortgage lender (if any) within 6-7 working days. ** For privacy reasons, mortgage lenders will not disclose client details, including but not limited to the fire policy assessment results, the current mortgage loan value, the required sum insured, etc., to any third parties. If you have any questions regarding the assessment status of your policy, you may contact your mortgage lender a few days after the policy documents are couriered.   For the same reasons, we are not able to enquire about the existing Fire policy with the mortgage lenders or other insurers on behalf of our customers. If you need to enquire about or cancel your existing fire policy, please contact them directly.   The sum insured requirement varies among mortgage lender, therefore customers are encouraged to confirm the exact sum insured required with their mortgagee before applying. This can save your time and prevent assessment delays. The policy assessment is subject to the decisions of the mortgage lender, which shall be final and binding.