How claims work, step by step

Pay your vet, then submit your claim online in your Oyen account with the itemised bill and your vet's notes. 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.

You can go to any licensed vet clinic in Malaysia. There's no panel, and you don't need our approval before treatment, so if your pet is unwell, please go to the vet first.

Before your first claim

• Add your bank details in your Oyen account. It must be a Malaysian bank account in the policyholder's own name. See which bank accounts can be paid.
• Dogs: add the microchip number to your Oyen account, and make sure your vet writes it on the bill, report or medical certificate.
• Cats: upload your cat's vaccine card to your Oyen account. It's a vet medical card that identifies your cat, and you can upload it any time after sign-up. Your cat doesn't need to be vaccinated to join.

When to submit

• Your policy needs to be active on the treatment date, and the 30-day waiting period must be over for illness. Accidents are covered from day 1.
• The bill must be fully paid. Quotations, deposits and unpaid bills can't be claimed. See why.
• The policy asks you to let us know about a likely claim as soon as you reasonably can, and within 7 days of the illness or accident. If you're still collecting documents, WhatsApp us so we know it's coming.
• Try to submit the full claim within 30 days of the treatment, while you and your vet remember the details clearly.

How to submit a claim

1. Log in to your Oyen account.
2. Click Submit a claim (or Claim your bills), then choose the pet and the policy that was active on the treatment date. If you've already renewed, here's how to claim under the older policy.
3. Choose the type of claim, the date of treatment and the diagnosis. If the diagnosis isn't in the list, choose Others and type it in.
4. Describe what happened and what caused it (tips below).
5. Upload your documents and submit. You'll get an acknowledgement email.

Writing a strong description

An AI checker reads your description before you submit. If it flags it as weak, it shows what's missing. A strong description includes:

• What happened: the date you first noticed something was wrong, and what you saw, for example "On 3 October, Milo started vomiting and stopped eating."
• What caused it: what the vet said caused it, for example "The vet said it's pancreatitis." If the vet isn't sure yet, say so and mention any tests or visits coming up.

What to upload

• The itemised bill or receipt, with every item and its price listed.
• Proof of payment that matches the bill total.
• Your vet's notes, report or medical certificate showing the diagnosis.
• Results of any tests done, such as blood tests, X-rays, ultrasound or urine tests.
• Dogs: the microchip number must appear on the vet documents.
• Medicine bought outside the clinic: your vet's prescription showing the medicine, dose and how long to give it.

Complete documents are the single biggest thing that speeds up a claim.

What each claim status means

You can check your claim any time in your Oyen account under Claims History, then View.

How long it takes

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. Claims take longer when documents are missing or when we're waiting for the clinic to confirm details, because clinics can be busy. Once a claim shows PAID, it usually reaches your bank in 3 to 5 working days.

Monthly plans: once your approved claims add up to RM1,000 or more in a policy year, the rest of that year's premium needs to be paid before the claim is reimbursed. See how the RM1,000 rule works.

Follow-up visits

If your pet goes back to the vet for the same condition within 60 days of the first visit, submit it as a follow-up linked to the first claim. After 60 days, submit it as a new claim and write in the description that it's a follow-up to the earlier claim. This is separate from the follow-up after surgery benefit, which covers visits for up to 30 days (Basic) or 60 days (Plus and Champion) after an operation.

Seen more than one vet, or treating more than one condition or pet? See claims for multiple conditions, visits or vets.

Related help

• Can I claim for it? A to Z of common conditions and treatments
• How is my claim payout worked out?
• What isn't covered: the exclusions list
• Straight answers about Oyen pet insurance

Still unsure? WhatsApp us on +60162996840 or email care@oyen.my and we'll help you check.

Last checked against our MSIG policy: October 2026.