Why must I settle my remaining instalments before my claim payout?

If your approved claims add up to more than RM1,000 in your policy year, we will collect the rest of your year's instalments before we release the latest approved claim payment. Here is how that works in practice.

We look at your approved claims across the year, not one claim on its own. Once the total goes past RM1,000, the remaining monthly instalments for the year need to be settled before the next payout.

Example:

• Claim 1: approved and paid, RM350
• Claim 2: approved and paid, RM500
• Claim 3: approved, RM300. Your total is now RM1,150, which is over RM1,000. At this point we reach out to collect the rest of the year's instalments, and once that is settled, we release the RM300.

A few things to put your mind at ease:

• We only reach out once a claim is approved. So the reimbursement is already confirmed, and you will receive it within 3 to 5 working days after the remaining amount is settled.
• This is not an extra charge. It is simply the rest of the premium you were always going to pay for the year, brought forward. After it is settled, your policy is fully paid for the year.
• If settling it in one go is difficult, please tell us. We are very happy to work out an arrangement that suits you. We are here to help, not to make this harder.

Why does the RM1,000 rule exist?

Totally fair to ask why the line sits at RM1,000. Think of it this way: when we pay claims for you month to month while you are still paying your premium in instalments, there is a small balance of trust in both directions. RM1,000 is the point the insurer is comfortable carrying before the year's premium is completed.

If that line were pushed much higher, it would raise the cost of running the whole plan, and that cost would eventually show up as higher premiums for everyone. Keeping it here is part of what lets us keep premiums fair for all pet parents. So it is not about holding your money back. It is about keeping the plan healthy so every pet in the community can be paid out when they need it.