Why is my claim on hold, and how can I help speed it up?

A claim on hold is completely normal, and it doesn't mean anything is wrong 💛 Below is what it means and how you can help move things along.

Why a claim goes on hold A claim goes on hold when the items needed to process it have been outstanding a little longer than usual. Oyen and the insurer work to a strict timeline so every claim is processed fairly and within the promised timeframe. So a hold simply means the documentation needed to assess your claim fairly is still missing, and your help really does move it forward.

What's actually needed In most cases this is not a formal medical report, and the diagnosis does not need to be written on the documents. What's needed is all the results of any tests that were done. For example, if your furkid had a blood test, please upload the test results. Without them, the claim waits on the vet, and that causes delays.

How you can help it move faster 🐾

• Follow up with your vet, or ask them for the specific information listed inside the hold email, so the claim outcome can be finalised as soon as possible.
• You don't need a formal document unless it's a complex claim. If your vet can share the information in simple terms, even a WhatsApp message you screenshot and send to us, that's enough. The goal is simply to get vet-verified information, not to trouble you or your vet.
• Give your vet a heads-up. When you submit, let your vet or the clinic admin know a claim is being submitted, so having the information ready is easy for them, and so they're expecting our claim validation request. We send that request to the clinic within the same day or the next day after the claim is submitted.

A gentle note on clinic fees: some clinics or hospitals choose to charge a small fee for helping with claim paperwork (the highest we've seen is around RM50). Not every clinic charges it. Unfortunately this fee can't be claimed, because a medical report or paperwork fee isn't part of your pet's actual treatment, so it falls outside what the policy covers. If your clinic isn't charging a fee, there's nothing you need to raise with them, you just give them the heads-up about the claim.

We'll keep you updated if anything else is needed, so you won't be left wondering 💛

My claim is waiting for the vet to reply. What happens next?

Some claims need a short validation from your vet, for example the diagnosis, the cause, and the first date of clinical signs. While we wait for that, the claim sits on hold.

Here is what is happening in the background:

• We reach out to your vet clinic directly for the details we need.
• Clinics can be busy, so a reply sometimes takes a little time.
• You can help speed things up by asking your clinic to respond to our request, since a nudge from their own client often moves faster.

We will keep you updated, and the moment we receive what we need, the claim moves back into review. If it has been sitting a while and you would like us to follow up again, just say the word.