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My Policy is Overdue, What Should I Do?
Policy Information and Guide
What are the key changes to the New Oyen Policy Wording effective 3 May 2024?
Pet Insurance (General)
Can I insure pets other than cats and dogs?
Policy Information and Guide
Can I upgrade or downgrade my Oyen plan?
Policy Information and Guide
Can I transfer my pet insurance to another pet or owner?
Policy Information and Guide
Can I create an Oyen account if I’m not ready to buy insurance or subscribe to a Takaful plan yet?
Policy Information and Guide
Can I cancel my Oyen Insurance or Takaful Kucing Plan?
Pet Insurance (General)
Are all cat and dog breeds covered?
Claims
How do I check on the status of my claim?
Pet Insurance (General)
How are pet insurance premiums calculated?
Pet Insurance (General)
Why is Oyen pricing pet insurance based on age and breed?
Billing and Payment
What is Auto-Renewal and How Does it Work?
Billing and Payment
What is the transaction cost?
Claims
How do I submit a claim and how long does it take?
Billing and Payment
Important 8% SST Updates to Pet Insurance
Pet Insurance (General)
Are vaccine-preventable illnesses covered under pet insurance?
Policy Information and Guide
Is it true Oyen's Pet Insurance prices are changing?
Pet Insurance (General)
I have an existing plan with MSIG directly. Can I transfer my plan over to Oyen?
Billing and Payment
What is Buy Back?
Pet Insurance (General)
What does Oyen Insurance policy cover?
Policy Information and Guide
What is a policy period?
Pet Insurance (General)
When does my pet insurance coverage start? What is a waiting period and how does it work?
Pet Insurance (General)
What are the exclusions for my pet insurance policy?
Pet Insurance (General)
Why are Congenital Conditions Excluded from Policies, and What Exceptions Exist for Hereditary Illnesses? (With Examples)
Billing and Payment
Why am I seeing the full price when I only want to pay for monthly?
Pet Insurance (General)
How do I request for edits or amendments to my Oyen insurance policy?
Takaful Kucing (EN)
What's different about the Oyen Takaful Kucing product compared to Oyen Cat Insurance
Takaful Kucing (EN)
I have not received my Takaful Certificate yet after 1 working day.
Takaful Kucing (EN)
Can I change from Oyen Cat Insurance to Oyen Takaful Kucing
Takaful Kucing (EN)
How long does it take to get my claim reimbursed?
Takaful Kucing (EN)
Can I know more about 'Treatment of Small Amount'?
Takaful Kucing (EN)
Can I add my cat’s vaccine card and photo after I subscribe to Oyen Takaful Kucing?
Takaful Kucing (EN)
What documents do I have to submit to prove that I am the owner of my cat?
Takaful Kucing (EN)
Do I have to be Muslim to participate in Oyen Takaful?
Claims
Why do you need my bank account information?
Takaful Kucing (EN)
Why do I have to submit my cat's vet medical documentation and photo to qualify for the Oyen Takaful Kucing?
Takaful Kucing (EN)
How do I claim for vet medical cost? What documents do I need to prepare?
Takaful Kucing (EN)
What is the the deductible in Oyen Takaful Kucing?
Pet Insurance (General)
What Supplements Are Not Covered Under Pet Insurance? And Why?
Policy Information and Guide
How do I cancel my Oyen Insurance Plan?
Dog Insurance
What documents do I have to submit to prove that I am the owner of my dog?
Billing and Payment
How can I change my monthly payment method?
Claims
What if I have both co-payment and deductibles?
Policy Information and Guide
How to update my pet owner profile?
Policy Information and Guide
How to update my pet's details and (for pet dogs) update the microchip ID?
Billing and Payment
How to update my bank details to receive my claims reimbursement?
Policy Information and Guide
How do I upload my pet cat's vet ID and pet photo?
Pet Insurance (General)
What is a deductible in Oyen Pet Insurance?
Policy Information and Guide
When will I receive my renewal notification?
Billing and Payment
Can I switch to monthly payment at time of renewal?
Policy Information and Guide
Does Oyen provide “No Claim Discount” and how do I qualify for “No Claim Discount”?
Billing and Payment
What is the terms and conditions for monthly payment?
Billing and Payment
Can I change monthly to annual premium mid term of my policy?
Billing and Payment
What are pre-authorisation charges? How much do you charge?
Cat Insurance
Do I need to microchip my cat to qualify for insurance?
Policy Information and Guide
How can I renew my policy at the end of the 1 year period?
Billing and Payment
Why did my monthly deduction fail, and how can I solve it?
Billing and Payment
What payment method do you accept?
Claims
I received my claim update. What happens if it is rejected or I would like to appeal the decision?
Pet Insurance (General)
Do I get a referral bonus if I recommend Oyen to a friend or family member?
Cat Insurance
Can I submit my pet cat's vet medical documentation and photo after I purchase the policy?
Pet Insurance (General)
Does my pet need to go for a medical examination before I can buy them a policy?
Billing and Payment
Are there any additional payment transaction or stamp duty fees?
Claims
What is the deadline to submit my claims to Oyen?
Policy Information and Guide
Can I renew my pet insurance policy upon 1 year expiry? Will my premium increase or decrease?
Pet Insurance (General)
Can I buy a pet insurance for someone else? Or for a stray cat or dog?
Pet Insurance (General)
I don't know the exact age of my pet, what can I do?
About Us
How can you contact us?
About Us
What is Oyen's background experience in insurance?
Claims
Do I need to get Oyen's approval before I seek vet treatment?
Dog Insurance
Do I have to get my dog licensed to qualify for insurance? If yes, how can I do so?
Claims
How do I claim for burial cost?
Pet Insurance (General)
How much does the Oyen Pet Insurance or Certificate cost?
Pet Insurance (General)
What is a vet medical ID?
Cat Insurance
Why do I have to submit my cat's vet medical documentation and photo to qualify for the insurance?
Pet Insurance (General)
What are the criteria for my pet to be eligible for insurance or Oyen Takaful Kucing?
Pet Insurance (General)
What is a claims reimbursement rate (for vet medical) and how is the claims paid to me?
Pet Insurance (General)
I have more than 1 pet, can I buy a group pet insurance policy?
Claims
Can I claim from my visit to any vet clinic in Malaysia?
Dog Insurance
Does the microchip procedure hurt my pet dog?
Policy Information and Guide
Where can I get my official policy or Oyen Takaful Kucing certificate?
Pet Insurance (General)
What is a pre-existing condition?
Dog Insurance
What if my pet dog doesn't have a microchip and there is a claim?
Dog Insurance
Why do I have to get microchip for my pet dog to qualify for insurance?
Pet Insurance (General)
How do I receive Oyen's free microchip (for pet dogs)?
Claims
How will I get reimbursed or compensated?
Billing and Payment
Do you store customer's credit card information?
Pet Insurance (General)
To whom do I pay the insurance premium or contribution, and how is it processed?
Pet Insurance (General)
Can I get coverage if my pet is already injured or sick?
Pet Insurance (General)
Does the plan cover euthanasia and burial cost?
About Us
What is Oyen's operation hour?
About Us
What is the difference in buying Oyen Pet Insurance vs buying directly with MSIG?
Pet Insurance (General)
What is a co-payment?
About Us
Who is Oyen?
Policy Information and Guide
Can I change my plan before the end of my policy/certificate period?
Pet Insurance (General)
Why do I need pet insurance or Oyen Takaful Kucing?
Pet Insurance (General)
What does third party liability cover?
Billing and Payment
Where can I enter the referral code?
Pet Insurance (General)
Can I add my pet's microchip number after I purchase the policy?
Policy Information and Guide
What is the certificate or policy effective date?
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I received my claim update. What happens if it is rejected or I would like to appeal the decision?

Claims

Oh no, we’re sorry to hear that you’re not satisfied with the claim decision.

The reason for our insurance partner’s decision is detailed in your claim update email. This could be that the treatment is outside of your policy coverage, or there was insufficient information.

How to appeal?

If you have the additional information, you have 7 days from the date of the claim update email to submit an appeal. You can WhatsApp us at +60162996840 or email us at claims@oyen.my. We're here to help!

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We totally understand that life can get busy, and sometimes you might need a bit more time to gather the additional information. Don't worry, you can always re-submit your claim whenever you're ready!

Related articles

How do I check on the status of my claim?
How do I submit a claim and how long does it take?
Why do you need my bank account information?
What if I have both co-payment and deductibles?
I received my claim update. What happens if it is rejected or I would like to appeal the decision?
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Oyen® is a digital-first insurance agency for consumer insurance products like pet insurance and more.

We are a registered takaful agent for Zurich General Takaful Malaysia Berhad (201701045981) and insurance agent of MSIG Insurance (Malaysia) Bhd (197901002705).

Oyen Sdn Bhd (1401523-D):
Block C, Megan Avenue 1, C-7-3, 189, Jln Tun Razak,
50400 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
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t: +6016 299 6840 (9am-5pm, Mon to Fri)
email: hello@oyen.my

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