How do I request for edits or amendments to my Oyen insurance policy?

Requesting non-material edits or amendments to your Oyen plan is a straightforward process. Whether you need to update your personal details or correct information about your pet, we're here to help.

Simple Edits:
The following edits are straightforward and do not require validation from Oyen:

• Your nickname
• Your email address
• Your phone number
• Your address
• The first instance of updating a microchip number for your dog (applicable only if the field was initially blank or empty) within 7 days of purchasing your plan

Edits Requiring Documentation

For other fields, if there are minor typos or updates needed, you can request an edit or amendment with official documentation as proof:

• Owner Full Name
• Owner IC number
• Owner Birthday
• Your Pet's Name
• Your Pet's Birthday

If you've made a wrong choice during your registration process of the following, we will also request for the necessary documentation from you to verify the edit request.

• Your Gender
• Your Pet's Gender
• Your Pet's Breed
• Your Pet's Health History
  
  

The documentation that we will ask for can include, but not limited to:

• Your official identification document (identity card or passport)
• Your pet's vaccine card, provided by a vet
• Your pet's previous vet bills or medical report, provided by a vet

These documents will be used to verify the accuracy of your required amendment.

How to Request an Amendment

1) Login to your Oyen account here 

2) If it is your own details to edit, click on 'Owner details' under 'Account Settings'

3) Make the edits accordingly of which items require edits

4) Click 'Request to amend'

5) These requests will go to Oyen's team for validation before it will be updated into your account

If you are looking to edit your pet's details, in the main page, you will see your pet(s)' names under 'Covered pets'.

1) Click on the pet that requires the updates

2) Next to the text 'Coverage Overview', you will see 'Pet Details', click on that

3) Make the edits accordingly of which items require edits

4) Click 'Request to amend'

5) These requests will go to Oyen's team for validation before it will be updated into your account

Processing Time

Please allow up to 1-2 weeks for your amendment request to be processed as we do receive a very large volume of amendment requests daily.

Do not worry as we will base your amendment on your requested date, not the date that it is updated. As long as we have received your amendment request in a timely manner, it should not affect your policy at all.

Confirmation of Amendment

Once your amendment is processed, you will see it being reflected accordingly inside your Oyen account.

Contact Information

For any queries or further assistance, please contact us at [insert contact details].

Limitations and Exceptions

We are unable to approve any complete change of the following key details once the policy/certificate is issued:

• Owner Full Name: The name of the policyholder is a critical detail that ties the policy to a specific individual. For security and legal reasons, we cannot change the policyholder's name to that of a different individual. 
• Owner IC number: Your IC number is unique to you and is used to verify your identity. As with the policyholder's name, changing this number to that of a different individual would effectively transfer the policy, which is not permissible.
• Your Pet's Name and Birthday: Similarly, the pet's name and birthday are essential identifiers. Changing these to reflect a different pet would amount to transferring the policy to cover a different animal, which is not allowed.

Reasons for Non-Transferability

The reason for this policy is to maintain the integrity and accuracy of the insurance contract. Insurance policies are carefully underwritten based on specific information about the policyholder and the pet at the time of the application. Changing these fundamental details would alter the basis on which the policy was issued.

What If I Need to Transfer My Policy?

If there's a situation where a transfer seems necessary, such as rehoming a pet, please contact us directly via WhatsApp or email. While we cannot transfer a policy to a new owner or pet, we can guide you on the best course of action, which may include cancelling the current policy and assisting the new owner in obtaining a new policy for the pet.