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 💛