Pet Insurance

Yes. You can cancel your Pet CEO Plan® policy as long as no claims have been paid during the current policy period*. If a policy is canceled before the end of the 7th day from the policy start date, we will refund in full: For example, for a plan bought on 1 June, you can get the full amount back if it is canceled before the end of 7 June. For cancellations after the 7th day from the policy start date: If you have chosen the annual billing option, we will refund the unused premium net of a 10% cancellation fee. The unused premium is calculated on a pro-rata monthly basis. A partial month is considered a full month in determining your refund amount. For example, if you paid HKD 1,200 at the beginning on 1 January, and you chose to cancel this policy on 1 February, the unused premium is equal to 10 months of premium counting from March, which is HKD 1,000. The cancellation charge is 10% of the annual premium which is HKD 120. You will then get a cancellation refund of HKD 1,000 - HKD 120 = HKD 880. If you have chosen the monthly billing option, there will be no premium refund or cancellation charges. *Not applicable to OneDegree Pet CEO Plan® Reservation Offer policy

To address customer needs, we have introduced the Additional Critical Illness Cash Benefit, which provides a cash benefit specifically for 3 excluded conditions under the policy: Epileptic Seizure, Quadriplegia, and Patellar Luxation (Dislocation). Pets aged between 1 and 9 years old that have never had any of these conditions are eligible for coverage. Please note that the Additional Critical Illness Cash Benefit will not be renewable once your Pet turns 10 years old.   In addition, we have launched the Advanced Critical Illness Cash Benefit, which offers coverage for the same 3 conditions as the Additional Critical Illness Cash Benefit, as well as 2 additional conditions: Heart Failure and Stroke. A total of 5 conditions are now covered. For enhanced protection, there are no age restrictions on the renewal of the Additional Advanced Critical Illness Cash Benefit.   Both of these additional benefits provide a one-time cash benefit and are not subject to the reimbursement rate, nor do they impact the total annual coverage of the policy. Each pet may select only one of these additional benefits during the current policy year, and a pet may claim HK$10,000 in cash benefit for only one of the covered conditions once in their lifetime. Consequently, if a claim has been successfully paid out under either the Advanced or Critical Illness Cash Benefit, the policy will not allow the purchase of either of these two additional benefits again. 　 *The Critical Illness Cash Benefit was discontinued for new applicants on 28 May 2026. Coverage only applies to existing policyholders who added the rider before this date.

Yes. The pet policy premium waiver covers both the basic plan premium and the premiums for any additional rider (such as the Additional Critical Illness Cash Benefit / Additional Advanced Critical Illness Cash Benefit, or the Feline Infectious Peritonitis (FIP) Additional Coverage).  　 *The Critical Illness Cash Benefit was discontinued for new applicants on 28 May 2026. Coverage only applies to existing policyholders who added the rider before this date.

Pet, Critical Illness, Fire 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 policy holders 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. 　 From the effective date of the policy, claims for accidental injuries and illnesses, as well as the optional rider for "Feline Infectious Peritonitis (FIP) Additional Coverage" (if applicable), can only be made after the 28-day waiting period has ended. The waiting period for cancer (malignant), MRI and CT coverage under the Prestige Plan, Additional Advanced Critical Illness Cash Benefit, Additional Kidney Failure Cash Benefit (if applicable) is 180 days. Please note that any medical expenses incurred before enrolling for insurance and during the waiting period will not be eligible for reimbursement.