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Pet Insurance (General)
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Pet Insurance (General)
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Claims
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Pet Insurance (General)
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Pet Insurance (General)
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Important 8% SST Updates to Pet Insurance
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Pet Insurance (General)
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Pet Insurance (General)
I have an existing plan with MSIG directly. Can I transfer my plan over to Oyen?
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Pet Insurance (General)
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Pet Insurance (General)
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Pet Insurance (General)
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Pet Insurance (General)
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Billing and Payment
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Pet Insurance (General)
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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)
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Takaful Kucing (EN)
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Takaful Kucing (EN)
Can I add my cat’s vaccine card and photo after I subscribe to Oyen Takaful Kucing?
Takaful Kucing (EN)
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Takaful Kucing (EN)
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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)
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Pet Insurance (General)
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Dog Insurance
What documents do I have to submit to prove that I am the owner of my dog?
Billing and Payment
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Claims
What if I have both co-payment and deductibles?
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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?
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Pet Insurance (General)
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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?
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Why did my monthly deduction fail, and how can I solve it?
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What payment method do you accept?
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Pet Insurance (General)
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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
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Pet Insurance (General)
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Pet Insurance (General)
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About Us
What is Oyen's background experience in insurance?
Claims
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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?
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About Us
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Pet Insurance (General)
What is a co-payment?
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Who is Oyen?
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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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Why did my monthly deduction fail, and how can I solve it?

Billing and Payment

Note: This is only relevant if you are paying monthly instalments for your policy

There are several reasons why your charge may fail but fret not, there are solutions to solve them.

Common reasons and solutions

Problem Solution
Incorrect card details Double check all details (card number, CVC, expiry date, card-holder name)
Insufficient funds Add funds to your bank account or card
Card is declined by your issuing bank Contact your issuing bank to allow the charge
Card has expired Change to an active card
Processing error due to internet connection problems Try again at a later time, preferably with a better connection
Card flagged as fraudulent or stolen Contact your issuing bank immediately to file a report, and subsequently deactivate the card. Try again with another active card or bank account

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What happens if my monthly deduction fails?

  • You will be notified via email in order for you to solve the issue.
  • We will attempt to deduct your payment method again for 14 days consecutively, until the issue is solved.
  • If we are still unable to charge you after the 14th day, your policy will be cancelled and you can no longer submit any claim 😱

To read more about our monthly instalments' terms and conditions: click here
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Related articles

My Policy is Overdue, What Should I Do?
What is Auto-Renewal and How Does it Work?
What is the transaction cost?
Important 8% SST Updates to Pet Insurance
What is Buy Back?
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Oyen® Pet Insurance and Takaful Kucing is a digital-first insurance agency for consumer insurance products like pet insurance in Malaysia.

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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