What are the exclusions for my pet insurance policy?

An exclusion is any loss or damage not covered by Oyen's insurance policy. This means that the claim will be unsuccessful when filed or processed.

As with all insurance products, Oyen cannot cover treatments, medications, procedures, or losses arising from activities or substances that are not legally registered or approved by the relevant authorities in Malaysia. This is a standard principle across all insurance globally and is required for regulated insurers.

Here are the main exclusions.

Key Exclusions:

1. Pre-existing Condition: Conditions that existed or showed symptoms before the policy's effective date.
2. Waiting Period: Symptoms or illnesses that happened during the waiting period (30 days) are not covered.
3. Aids, Implants, Prosthetics: Costs for purchasing aids, implants, prostheses, Elizabethan cones, housing or bedding, including cages, and palliative care are excluded.
4. Specific Treatment Exclusions:
   • Congenital and hereditary conditions, unless specified.
   • Training or therapy for behavioural illness.
   • Conditions related to pregnancy, breeding, dentistry, organ transplantation, elective and cosmetic surgeries.
   • Treatments for weight reduction or gain
   • Cryptorchidism or ovariohysterectomy (such as for pyometra)
5. Non-essential Boarding and Hospitalisation: Costs for non-essential boarding, hospitalization, treatment, tests, or diagnostic procedures are not covered.
6. Certain vaccine-preventable illnesses: Rabies, canine distemper, and parvovirus (including feline parvovirus or panleukopenia) are not covered, even if your pet's vaccinations are up to date.
7. Alternative Therapy: Hormone replacement therapy and alternative therapies, including chiropractic, acupuncture, reflexology, and more, are excluded.
8. Second Opinion Costs: Costs related to seeking a second opinion from a different veterinarian for the same illness or treatment are not covered.
9. Routine and Preventative Treatments: Costs for routine and preventative treatments, including vaccinations, spaying, castration, grooming, removal of dew claws and nail clipping, and any complications arising from these are excluded.
10. Dental and Gum Procedures: Dentistry including but not limited to dental procedures, dental disease, gingivitis, treatment of teeth fractures, teeth cleaning/scaling, orthodontics, cosmetic dental restoration, temporomandibular joint (TMJ) disease, enamel hypoplasia, teeth hygiene or appearance, removal of deciduous or fractured teeth or gum and periodontal disease or any oral disease(except dental treatment due to an accident)
11. Pet Food and Supplements: Costs of pet food and/or supplements and vitamins are not covered.
    1. Costs of any special diets, pet foods, vitamins, supplements, soaps, shampoos, bathing (including medicated baths), cleanser, vitamin creams, vitamin ointment, moisturizers, lubricants and any products with similar effect, whether recommended by a vet or not.
12. Parasites: Anything caused by parasites, inside or outside the body, and its complications, is excluded. This covers fleas, ticks, mites, worms (including heartworm) and protozoa such as giardia, coccidia and toxoplasma, so tick fever, babesia, scabies, demodex, ear mites, flea allergy dermatitis and anaemia from fleas are not covered. Prevention, such as deworming and flea and tick products, is not covered either. Ringworm is a fungal infection, not a parasite, so it isn't part of this exclusion.
13. Hairballs: Hairballs and their treatment are not covered.
14. Swallowed Objects and Poisoning: Costs for swallowing non-food items, including fish bones and other bones, their removal and any complications are not covered. Poisoning from anything that isn't food, such as human medicine, chemicals, detergent, rat poison or plants like lilies, is not covered either. Food poisoning from real food, such as spoiled or contaminated food, is reviewed as a claim like any other illness.
15. Post-Expiry Treatment: Treatment incurred after the policy expiry without subsequent renewal is excluded.
16. Maximum Benefit Limit: Claims exceeding the veterinary fees maximum benefit for the combined treatment costs of all injuries and illnesses during the insurance period are not covered.
17. Vet Housecall Services: Any claim arising from vet housecall services, including video call consults or teleconsulting, is not covered.
18. Allergy Tests: Allergy and allergen tests are not covered.
19. GS-441524 for FIP: GS-441524 used to treat FIP is not covered. Other FIP treatment is reviewed as a claim as usual.
20. Declared Pandemic Diseases: Illness from a disease that has been declared a pandemic is not covered.
21. Treatment Outside Malaysia: Treatment received outside Malaysia is not covered.

Note on co-payment: Co-payment isn't an exclusion. Your chosen reimbursement rate (90%, 70% or 50%) applies to each approved claim, so the remaining 10%, 30% or 50% of the eligible amount is your share.

For a summary of your cover and the main exclusions, you can refer to our Product Disclosure Sheet (PDS).