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[Digital Product] Pet Insurance

FAQs
 
Free Pet Insurance
 
1. What are the eligibility criteria and conditions to redeem the Complimentary Pet Insurance?
a) You must be at least 18 years old and the registered owner of your pet.
b) Your pet must be between 16 weeks to 9 years old at the commencement date of the policy.
 
To keep your furry friend covered, your pet must be:
  • Vaccinated on all required core vaccinations.
  • Healthy and free from any disabilities, defects, illnesses or medical conditions.
  • Microchipped and registered under your name with a valid license.
  • Not a working pet. 
    A working pet is defined as one that is used for breeding, and is trained for activities like racing, guiding, assisting a visually impaired person, or is involved in other commercial uses
 
2. Is there a deductible or co-payment?
Yes, the policy includes both a deductible and a co-payment, depending on the type of claim and coverage section.
  1. Deductible 
    A fixed amount you pay per claim:
    • $50 per injury
     
  2. Co-payment 
    A percentage of the remaining bill after deductible:
    • 20% for pets enrolled before age 5
    • 40% for pets enrolled between age 5–9
 
3. Do I get charged to redeem the Complimentary 1 month Pet Insurance?
No, there will be no charge for this Complimentary Pet Insurance. You can choose to extend your coverage by purchasing our paid Pet Insurance.
 
4. Does the free insurance come with a waiting period before claims can be made?
Yes, there is a 7-day waiting period before coverage begins. Any injury your pet suffers within the first 7 days of the policy start date will not be eligible for claims. 
 
 
Paid Pet Insurance
 
1. What does the Pet Insurance (Exclusive for Shopee Customers) cover?
Pets Insurance (Exclusive for Shopee Customers), a comprehensive pet insurance underwritten by MSIG Insurance (Singapore) Pte. Ltd. is designed to provide coverage for you pets, including hospitalisation and surgery expenses, pre and post-surgery consultations and treatments, prescribed complementary therapies following surgery. The policy also covers the costs of basic outpatient non-surgical cover and final expenses.
 
The policy also offers optional benefits including outpatient non-surgical cover, chemotherapy cover, third party legal liability and an option to reduce policy deductible.
 
2. What are the eligibility criteria and conditions to apply for Pet Insurance (Exclusive for Shopee Customers) ?
a) You must be at least 18 years old and the registered owner of your pet.
b) Your pet must be between 16 weeks to 9 years old at the commencement date of the policy.
 
To keep your furry friend covered, your pet must be:
  • Vaccinated on all required core vaccinations.
  • Healthy and free from any disabilities, defects, illnesses or medical conditions.
  • Microchipped and registered under your name with a valid license.
  • Not a working pet. 
    A working pet is defined as one that is used for breeding, and is trained for activities like racing, guiding, assisting a visually impaired person, or is involved in other commercial uses
 
3. What should I do if I cannot find my dog's breed in the application page?
If your pet dog is a Singapore Special (also known as mongrel), please select “mixed breed”.
 
If you are not able to find your dog’s breed, please email to MSIG Customer Service at service@sg.msig-asia.com with your dog’s name, date of birth and breed name and we will assist you with the application.
 
4. Is there a deductible or co-payment?
Yes, the policy includes both a deductible and a co-payment, depending on the type of claim and coverage section.
 
1. Deductible
A fixed amount you pay per claim: 
• $200 per illness
• $50 per injury
 
Applies to:
Section 1 – Hospitalisation and Surgery
 
2. Co-payment
A percentage of the remaining bill after deductible: 
• 20% for pets enrolled before age 5
• 40% for pets enrolled between age 5–9
 
Applies to:
Section 1 – Hospitalisation and Surgery
Section 2 – Basic Outpatient Non-Surgical Cover (Standard Plan only)
Section 5 – Chemotherapy Cover
Section 6 – Outpatient Non-Surgical Cover
 
5. How does the deductible and co-payment work?
The example below illustrates how the deductible and co-payment are applied:
 
Scenario: A veterinary bill totals $1,000 for a covered illness.
 
Step 1: Deductible
  • You pay a fixed amount of $200 upfront (applicable for illness-related claims).
 
Step 2: Co-payment
  • The remaining bill after deductible is $800.
  • If your pet was enrolled before age 5, the co-payment is 20%, which means you pay $160.
  • MSIG will cover the remaining $640.
Deductible and co-payment apply to specific sections of the policy. For full details, please refer to the policy terms and conditions. 
 
6. Can I reduce my deductible?
Please add on the optional benefit to reduce your deductible when you are making your purchase.
 
7. Is complementary therapy covered due to cancer?
No, Section 1.3 – Complementary Therapy does not cover post-surgical cancer management therapies.
 
8. What does Chemotherapy cover?
It pays for chemotherapy treatment as prescribed by the vet.
 
This optional cover does not reinstate upon renewal and will terminate when the sum insured is fully utilised for your pet.
 
9. Does Pet Insurance (Exclusive for Shopee Customers) pay if cover for when my pet injures someone or damages their property?
Yes, the policy will indemnify you under this optional cover against legal liability caused by your pet, resulting from:
 
1. death or injury of any other person; or
2. loss of or damage to other’s property.
 
We will also pay for the litigation costs and expenses incurred by you or recovered by any claimant from you with our written consent.
 
This coverage is exclusively within the Republic of Singapore. Terms and conditions apply.
 
10. Does Pet Insurance (Exclusive for Shopee Customers) cover vet visits and hospital stays without surgery?
Yes, if you add on the option for outpatient non-surgical cover, we will reimburse eligible medical expenses for outpatient treatment of illnesses and injuries that do not require surgery. It also pays for hospital stays that don't involve surgery. Sub-limits apply.
 
11. Are final expenses covered if my pet dies of old age?
Yes, the policy covers for the expenses involved in the burial or cremation of the pet. We also reimburse the cost of euthanasia, provided it is prescribed by the vet to relieve inhumane suffering.
 
12. What are the optional covers that can be purchased after the policy is issued?
Optional covers that may be added at the point of policy renewal include:
• Third Party Legal Liability
• Chemotherapy Cover
• Outpatient Non-Surgical Cover
 
Please note that the Reduction of Deductible is not available at renewal. This benefit can only be selected during the initial application of the policy and cannot be added thereafter.
 
13. Is my pet covered for congenital conditions?
For pets below 6 years old at the commencement date of the policy, the policy will cover the following 5 hereditary and congenital conditions that occur or recur after the first 12 months, provided they are not pre-existing conditions:
a) Hip and elbow dysplasia
b) Luxating patella
c) Glaucoma
d) Cherry eye
e) Intervertebral disk disease (IVDD)
 
Please note that all other hereditary and congenital conditions not listed are not covered.
 
14. Is there a waiting period under the policy to make a claim?
The waiting period for injury and illness cover is 14 days and 60 days respectively.
 
Expenses incurred during the waiting period are not covered. This also applies to optional covers that you add on after purchasing the policy.
 
15. What are the key exclusions under Pet Insurance (Exclusive for Shopee Customers)?
Pre-existing conditions, routine and preventive treatments are not covered.
 
For full details, please refer to the policy terms and conditions
 
16. What is the No Claim Discount (NCD)?
If there are no claims made during the period of insurance, you will enjoy up to 15% discount on your renewal premium.
• 5% discount from the preceding year
• 10% discount for two consecutive preceding years
• 15% discount for three or more consecutive preceding years
In the event of a claim, the NCD shall be reduced to zero at the next renewal.
 
For full details, please refer to the policy terms and conditions. 
 
17. How do I make a claim?
You must contact MSIG with full details within 30 days of any injury, illness or incident. You must also provide all necessary documents and cooperate fully with MSIG and its appointed representatives.
 
Please visit MSIG’s website for the claim form and instructions.
 
18. Can I cancel the policy at any point in time and will I get a refund?
Yes, the policy can be cancelled at any time by giving 14 days' written notice. You will be entitled to a pro-rated refund of the pet insurance premium, provided there is no claim made under the policy. Please note that no refund will be issued if the refundable amount is below $50.
 
To cancel your policy, please email MSIG Customer Service at service@sg.msig-asia.com and include the following details to help us process your request promptly:
  • Policyholder's full name (as per NRIC/FIN) and the last 5 characters of the ID (e.g., 1234D)
  • Contact number
  • Policy number
 
For more information, please refer to General Conditions 11 – Cancellation in the policy wording. 
 
19. What if my pet stays at a pet hotel or boarding facility for more than 30 days?
Coverage will pause 30 days after your pet starts boarding and resumes once your pet returns home. Any injury or illness that occurs during this period will not be covered.
 
For more information, please refer to General Conditions 5 – Temporary boarding cover.
 
20. Can I transfer the policy to another pet or person?
No. The policy is non-transferable.
 
21. What if I have more than one pet?
Each pet must be insured under a separate policy.
 
22. What if I have more questions?
Please email your questions to MSIG Customer Service at service@sg.msig-asia.com
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