How do I check on the status of my claim?

You can check your claim status any time in your Oyen account.

1. Log in to your Oyen account here.
2. Click on Claims History.
3. Select View on the claim you're looking for.

Here's what each status means:

• SUBMITTED: we've received your claim.
• REVIEWING: our claims team is checking your documents and confirming the details with your vet, then MSIG does a final review.
• HOLD: we're waiting for some information, usually from your vet. See why is my claim on hold, and how can I help.
• APPROVED: MSIG has approved the claim and the payment is being prepared.
• PAID: the payment has been released and usually reaches your bank in 3 to 5 working days.
• REJECTED: the reason is in your claim update email. See my claim was rejected, what can I do.
• APPEAL: you've sent more information and asked for the decision to be looked at again.

We pay straight into your bank account, usually within 3 to 4 weeks. Straightforward claims with complete documents are often paid in 2 to 3 weeks. For the full guide, read How claims work, step by step.

Last checked against our MSIG policy: October 2026.