My claim says paid but I haven't received the money yet

We're sorry for the worry. Let's sort this out together 💛

Once your claim is approved, the reimbursement is paid out by the insurer to your registered bank account within up to 5 working days. If your claim status shows Paid but the money isn't in your account yet, here are the usual reasons:

1. It may still be within the 5 working day window. "Paid" means the reimbursement has been released, but bank processing can take a little time to land. Please allow up to 5 working days from the approval or paid date before worrying.

2. Check that your bank details are correct. Reimbursements can only be paid to a Malaysian bank account in the policyholder's own name. If the account number is wrong, or the account name doesn't match the policyholder's name, the transfer can bounce back. You can review your saved bank details in your account.

3. Check your email, including your spam folder. Sometimes there's an email if one more thing is needed before payment can be released. A quick look in your inbox and spam folder can save a few days.

Still nothing after 5 working days? If the status shows paid but the money hasn't reached you, please don't worry. This kind of delay isn't on Oyen's side, it's usually on the insurer or bank side, and we're glad to help. Just message us with your Claim ID and we'll check with the insurer to see exactly where your payment is 🐾 We'll follow it through with you until it lands.