Frequently Asked Questions

 

Pet Insurance Coverage Questions

Happy Tails™ covers the surgical treatment of any illness, injury or accident including post surgical follow-up during the policy term. Also covered are specified hereditary and congenital conditions and cancer treatment. There is a ninety (90) days waiting period for illness and a 12-month waiting period for Specified Hereditary and Congenital illness from the policy's first commencement during which illness claims are not payable.

If it's an accident or illness (pre-existing conditions excluded) that requires surgical treatment, our plan covers. It's that simple. You can visit any licensed veterinarian, including emergency animal hospitals and specialists in Hong Kong. The covered expenses include:

  • Diagnostic testing such as x-rays and blood tests^
  • Surgery
  • Prescribed Medications
  • Chemotherapy
  • Room and Board
  • Post-surgery follow-up treatment
  • Surgical Implants

Our Dog and Puppy insurance comprises 3 Plan options to cater to different needs. Get your no-obligation pet insurance quote here today!

^Diagnostics and imaging is covered when it leads to surgery

Happy Tails™ have an annual aggregate limit for claims. The annual aggregate limit for the top plan is HKD$68,750 with separate sub-limits for each benefit. The annual surgical limit is HKD$55,000 and the limit for chemotherapy is HKD$13,750 for the top plan. More details can be found under our plan types.

Hereditary and congenital conditions may not appear for years, but when they do, the treatment can be expensive. Eye disorders like glaucoma or knee issues requiring surgery like a patellar luxation are examples of these conditions.

HappyTails™ covers the following specified hereditary and congenital conditions for pets enrolled before the age of six (6) subject to a twelve-month (12) waiting period from the policy’s first commencement date for these conditions:

  1. Elbow dysplasia
  2. Luxating Patella
  3. Glaucoma
  4. Cherry eye
  5. Invertebral Disk Disease (IVDD)
  6. Femoral Head and Neck Excision
  7. Hip Dysplasia (this optional cover is available for additional premium)

If a hereditary or congenital condition or its symptoms are noted by your veterinarian before your pet’s enrolment, these are considered pre-existing and will not be covered by your Happy Tails™ policy (just like any other illness or injury that occurred before your pet is insured by us).

As part of our effort to provide you with the best pet health insurance we include optional coverage for hip dysplasia if you enrol your pet before the age of six (6). There is a twelve-month (12) waiting period before cover for such conditions takes effect.

If signs or symptoms of hip dysplasia are noted by your veterinarian before your pet’s enrolment or during the twelve-month (12) waiting period, the hip dysplasia will be considered a pre-existing condition and will not be covered by the Happy Tails™ policy.

Happy Tails™ does not cover:

  • pre-existing conditions
  • the clinical examination for insurance enrollment
  • spay/neuter procedures
  • non-surgical treatment or preventative care

For full details of the terms, conditions and exclusions, please refer to the Happy Tails insurance policy.

We do not cover preventative care as it is the responsibility of the Pet Parent to take care of your pet’s general well-being and preventative healthcare needs.

Following are some examples of preventative care that are not covered:

  • Preventive healthcare including vaccinations or titer test, flea control, heartworm medication, de-worming, nail trim, spaying/neutering and grooming.
  • Parasite control including but not limited to internal and external parasites for which readily available prophylactic treatments are available.
  • Dental healthcare including dental cleanings (prophylaxis)
  • Anal gland expression.
  • Feeding, housing, and exercise.
  • Behavioural modification, medications for behavioural modification, training, or therapy.

The above list is not exhaustive. Please refer to the Happy Tails policy wording for the full details of expenses, fees, charges that are not covered.

The period from the first commencement date of the policy during which claims are not payable. There are 2 waiting periods to take note of:

  1. 90 days for illness
  2. 12 months for specified hereditary and congenital conditions

Happy Tails™ is an annual renewable policy. Before the expiry of each policy term. Pet Parents are invited to continue or renew the insurance. Most insured pets under Happy Tails™ are covered for life. In certain instances where the claim experience for a pet is consistently poor, the insurer may review the coverage terms, conditions and premium or exclude cover for a particular condition. This is to maintain equity in the premium pool and sustenance of the product in the long term where higher risks pets contribute a higher share of premium to reflect their claim experience.

 

Pre-existing Conditions

A pre-existing condition refers to a condition that first occurred or showed clinical signs or symptoms or the recurrence of any illness or condition (whether diagnosed or not) before Happy Tails insurance starts. It includes an injury or its recurrence or complications from an illness or injury. Pre-existing conditions are not covered and such exclusion is typical with health insurance.

The clinical examination report for enrollment is a pre-requisite to enrol for Happy Tails™ insurance. Pets to be insured must be checked for their general health and any pre-existing conditions before or within 30 days from the start date of the insurance. Any developing or existing condition detected during the enrolment examination is considered as pre-existing and will not be covered.

If your pet has a congenital condition before you enrol for Happy Tails™, this condition will be considered pre-existing and there is no cover for the condition.

There are many types of congenital conditions that do not become apparent until sometime after birth. Happy Tails™ covers specified congenital conditions as long as there are no clinical signs or symptoms present before enrolment or during the waiting periods after the insurance is in force for pets enrolled before the age of six (6).

 

Is my Pet Eligible?

 

  1. Aged between 16 weeks and below 9 years old
  2. Has been microchipped
  3. Has completed all required vaccinations
  4. Not a working pet (e.g. involved in racing, law enforcements or, breeding, guarding or for other commercial duties)
  5. Clinically examined by a licensed vet prior or within 30 days from the commencement date of the insurance

 

It is a mandatory requirement that the pet undergoes a clinical examination by a vet prior or within 30 days from the commencement date of the insurance to be eligible for cover.

Please keep the medical report in a safe place as the document must be submitted to the insurer when you file a claim for the first time.

 

Filing Claims and Getting Reimbursed

As accidents are unforeseen, it is covered immediately from your policy effective date. For illnesses, the waiting period is ninety (90) days and twelve (12) months for specified hereditary and congenital conditions cover. Your policy is effective from 12:01 a.m. of the policy commencement date.

We know that when your pet is sick or injured, the last thing you want to worry about is how to pay for the expenses. So we try to make this process as simple as possible. Below is a guide on how to go about the process:

  1. Visit any licensed veterinarian of your choice. This includes specialists and emergency animal hospitals.
  2. Complete Happy Tails Claim Form and have the treating vet complete the “Medical” section of the form.
  3. Mail the completed and signed claim form to MSIG within 30 days of the happening of such an event.

Please include the following documents in your claim submission:

  • Pet's clinical examination report for insurance enrolment if you are making a claim for the first time
  • Records of all required vaccination
  • Pet’s medical records, including the vets' notes
  • Original final bills or receipts

MSIG aims to settle your claim within 14 business days on receipt of full and complete documents including investigative reports, if any, to assess the claim.

MSIG will send you an acknowledgement of your submission. Should there be questions or requirement for additional information, the insurer will communicate directly with you.

For inquiry, please call our Claims Services Hotline at 2894 0660 or email at claimin@hk.msig-asia.com

You can download it at “File A Claim” tab or here.

Reimbursements are based on your actual veterinary bill charges. This is how the covered expenses will be computed:

  1. The total eligible items are determined according to the Plan limit.
  2. The Co-insurance rate will be applied on this amount to derive the claimable amount
Please refer to the illustration below:  
Covered expenses $1,200
Your Co-insurance rate - say, 20% $240
Net after Co-insurance $960
Final payable amount $960
 

Managing Your Policy

You will receive your policy documents in the email within 7 working days after your application is accepted by MSIG.

Download the sample Happy Tails™ Insurance policy for full details of the coverage, terms, conditions, limitations, and exclusions.

 

Aon’s commitment

Customer Service

Telephone 2861 6488 during business hours (9:00 AM to 5:30 PM, Monday to Friday. Closed on Saturday, Sunday and Public Holidays)
Email happytails.hk@aon.com

We will reply to you within 2 workings days

 

MSIG’s commitment

Customer Service

Telephone 2894 0660 during business hours (9.00 AM to 5.30 PM, Monday to Friday. Closed on Saturday, Sunday and Public Holidays)
Email claimin@hk.msig-asia.com

We will reply to you within 2 workings days

 

Claim Service
We will settle your claims as quickly as possible. We aim to pay you within 14 business days after receipt of the completed claim form and all supporting documents including additional information, documents, reports and investigation reports that we may request from you to assess your claim.

 

For inquiry, please call our Claims Services Hotline at 2894 0660 or email at claimin@hk.msig-asia.com.

We will reply to you within 2 workings days

 

Billing

You can call MSIG at 2894 0660 during business hours from 9.00 a.m. – 5.30 p.m. Monday to Friday. MSIG’s office is closed on Saturday, Sunday and Public Holidays.

We accept cheques, VISA and MasterCard credit cards.

On first renewal of the policy, the premium will not increase unless claim(s) have been made in which case loadings may apply.
Any rating change following performance review will be communicated to policyholders.

You may cancel this policy by giving MSIG written notification, if you do, MSIG will refund you the premium paid less the premium calculated at our short period rates from the date of cancellation provided no claim has arisen in relation to that Period of Insurance and the amount refundable is more than HK$500.

 

Still Have a Question?

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In the event of any discrepancy between the English and Chinese versions of any of the above details, the English version shall prevail.