Descriptions

We don't like big and complicated words in insurance too.  We wish to explain these ''terms'' to you. Though, keep in mind that this list is a summary of exclusions explained in simple words. For the full description and list, do refer to our Policy Wording.

If you don't understand any of the Policy Wordings, please don't be shy to email us at hello@oyen.my or drop us a message on our social media pages.

Pre-existing conditions

We do not cover the pet for illnesses that had already shown clinical signs or symptoms, has occurred, been diagnosed or has been treated before the policy start date or during the waiting periods.

An Illness during the waiting period

A waiting period is the first 30 days from the start of your policy. The waiting period is introduced to reduce the possibility of claims that occur too close to the purchase of pet insurance plan.

Routine and preventative treatments

Including and not limited to the cost of any pet food and/or supplements, preventative vaccinations, spaying, castration, routine removal of dew claws, killing and controlling fleas, treating round worms and tapeworms, ticks, mites, grooming and nail clipping or any complications arising from these treatments. This includes but is not limited to illnesses such as tick fever and ear mites.

Congenital conditions

We do not cover the pet for congenital conditions and their related health complications. Congenital conditions are defined as conditions that are present from birth involving any organ or part of the body.

Hereditary conditions

If your pet is under six years old when your first policy period begins, we'll cover certain hereditary conditions after the policy has been active for one year, as long as these conditions weren't present before the policy started. This applies to conditions that experts or medical literature recognize as genetically inherited or predisposed. Conditions such as:

1. Hip and elbow dysplasia;
2. Luxating patella;
3. Glaucoma;
4. Cherry eye;
5. Inverterbral disk disease (IVDD); and
6. Conditions which require femoral head and neck excision.Other hereditary conditions not stated above are not covered.

Cost of treatments relating to

1. Training or therapy for behavioural illness
2. Cryptorchidism or ovariohysterectomy
3. Pregnancy, birth or breeding and any complications thereof
4. Surgical implants, aids, prosthesis
5. Organ transplantation
6. Elective treatment and cosmetic surgeries
7. Rabies
8. Parvovirus
9. Treatment for weight reduction or gain
10. Hormone replacement therapy
11. Alternative therapy (chiropractic, acupuncture, acupressure, physiotherapy)

Dental costs (except dental treatment due to an accident)

We do not cover various aspects of dentistry, including dental procedures, diseases, gum issues, tooth fractures, cleaning, orthodontics, cosmetic restoration, TMJ problems, enamel issues, hygiene, and gum diseases. Unless dental treatment is required due to accidents.

Non-medically necessary treatments

We only cover cover medical services, supplies or treatments provided by a veterinarian if they are:
(a) consistent with symptoms or diagnosis;
(b) appropriate and meet generally accepted veterinary practice standards;
(c) not primarily for the convenience of the policyholder, your veterinarian or other providers;(d) consistent with the most appropriate supply or level of services which can safely be provided to the pet; and
(e) Not of an experimental, investigational or research nature, preventive or screening nature

Any second opinion treatment or fees

We will only pay for 1 consultation or diagnostic test for the same sickness. Seeking second opinion from the same or different vets will not be covered.

Any treatment or fees by a specialised vet

We will only cover vet medical fees from general vet practitioners and not specialist list. Examples of specialised vets are: Oncologists, Toxicologists.

Veterinarian house call services

Any claim arising from vet house call services, including video call consults or teleconsulting, is excluded.

Removal of foreign object

Costs incurred to remove any non-food object located within the digestive tract of a dog or cat

Treatment after the expiry of policy

Treatment that takes place after the expiry date of policy when there has not been any subsequent renewal.

Treatment exceeding the limit of benefit

You may only claim up to the maximum amount of your policy's limit. Eg. For the vet medical limit of RM5,000, you can only claim a maximum amount of RM5,000.

General exclusions

These include events related to war, terrorism, nuclear risks, government action, mistreatment or neglect of the pet, commercial use of the pet, pets not named in the schedule, conditions outside Malaysia, and pets without proper identification. Additionally, claims arising from a declared pandemic disease affecting pets are excluded.

1. Events related to war, terrorism, or actions to control them.
2. Ionizing radiation or nuclear contamination.
3. Hazardous properties of explosive nuclear equipment.
4. Destruction of pets by authorities or intentional slaughter.
5. Mistreatment, injury, or neglect by you or your household members or employees.
6. Accidents involving pets used for commercial or professional purposes.
7. Pets not listed in the policy.
8. Pre-existing or congenital conditions.
9. Claims not meeting eligibility criteria.
10. Claims occurring outside Malaysia.
11. Pets without proper identification (microchip or record).
12. Treatment by non-veterinarians.
13. Claims related to declared pandemic diseases affecting pets.