Oyen Pet Wellness Terms and Conditions

• 1. The plans are non-refundable and non-cancellable after purchase
• 2. Selected plans must be redeemed at the chosen veterinary clinic during check out
• 3. Each plan and all its constituents must be redeemed during one visit
• 4. Each plan can only be used for the registered pet once only
• 5. If your pet weighs above the lower limit when presented at the veterinary clinic, you will bear the extra charges as charged by the veterinary clinic
• 6. Any additional charges for additional services/products is to be borne by the customer, payable to the veterinary clinic
• 7. Customers are highly encouraged to book an appointment at the veterinary clinic to redeem plans
• 8. Blood tests provided at clinics are variable and depend on the vet’s decision and can be in-house or external labs

Exclusions

A list of what is not covered:

1. Any treatment for accident or illness
2. Any treatment that is covered by insurance policy (Oyen, MSIG, and Zurich)
3. Any vaccines that are not required such as:
   • For cats: Any vaccines that are not 4-in-1, FeLV, and Rabies
   • For dogs: Any vaccines that are not 6-in-1, 7-in-1, 8-in-1, 9-in-1, 10-in-1, Rabies and Bordetella
4. Any deworming and deflea products purchased to be administered at home, or by anyone other than the attending vet
5. Heartworm injections for dogs
6. Any grooming services provided by the groomers and vet clinics
7. Services provided by referred specialists, and second opinions
8. Taxes and discounts (e.g. amounts reimbursable will ignore 6% SST)

Claims Policy

1. Customer must submit claims within 30 days after treatment date. The treatment date is referring to the invoice or receipt date.
2. Submission must attach the invoice or receipt with the following information:-
   • a. Itemised bill showing clear breakdown of medical cost
   • b. Details of vet clinic (name, address and contact details)
   • c. Pet’s name
   • d. Pet owner’s name
   • e. Date and time of treatment
   • f. Total amount paid
   • g. Proof of payment
3. We (Oyen) do not accept handwritten receipts.
4. We (Oyen) have the right to approve or deny submissions if any of the conditions above are not met. Customer will be notified via e-mail on the claim’s status within 3 working days.
5. Customer will be reimbursed within 5 working days from the approval date. The funds will be transferred to the bank details provided by the customer.
6. The bank account holder must be the same individual (verified by name and IC) as the plan owner of the preventive care plan.
7. The amount reimbursed will be capped at the maximum amount of each benefit, at the time the customer purchased the plan. This is to avoid any impact from price changes. The deflea, deworm, and heartworm treatments will be reimbursed based on the number of tablet/tube. For example: Royal plans are capped at 3 tablets or tubes.
8. For customers under the monthly plans
   • a) If you have any outstanding payment, you are required to make the payment before we (Oyen) process your claims.
   • b) When your claim submission exceeds RM100 (for cats) / RM200 (for dogs) in a single receipt or cumulatively, you must pay the balance for the remaining year before we reimburse you. This ensures our ability to support all pet parents' vet bills.

Veterinary professional indemnity / medical negligence insurance

Unexpected issues happen sometimes so let us help you protect your practice so that you can focus on what you do best!!

Benefits

Financial protection from legal claims

Covers legal fees and court costs for malpractice or negligence lawsuits.

Learn how to best manage your risk

Helps vets maintain high care standards and reduce malpractice risks by enforcing professional norms.

Legal expertise from insurer (& us)

Grants access to malpractice legal experts for strong defense in and outside court.

What do we cover

💥 Confidentiality breach

Protection for accidental information leaks or privacy violations.

📃 Contractual obligation

Covers legal claims from contractual duties or care breaches.

😮 Defamation claims

Coverage against defamation allegations, excluding intentional acts.

💡 Intellectual property infringement

Protection against unintentional intellectual property rights violations.

Case studies

Case of misdiagnosis

Scenario: Dr. Aishah, a veterinarian, misdiagnoses a dog poodle named Max, owned by Mr. Tan. Max, initially suffering from a minor digestive issue, is incorrectly treated for allergies. This leads to a significant worsening of Max's actual condition. How we help: Mr. Tan files a claim against Dr. Aishah for negligence due to the misdiagnosis. Dr. Aishah's professional indemnity insurance is then activated to cover legal defense costs and any compensation awarded to Mr. Tan.

Case of Incorrect treatment

Scenario: Dr. Kumar treats Bella, a Persian cat owned by Ms. Siti, for arthritis. However, Bella actually has a joint infection, not arthritis. The incorrect treatment causes Bella's condition to deteriorate. How we help: Ms. Siti sues Dr. Kumar for providing incorrect treatment. Dr. Kumar's indemnity insurance becomes active to manage the legal proceedings and any financial settlements or judgments.

Case of review and response

Scenario: Dr. Wong of Penang Animal Hospital responds to a negative review on their website from Ms. Lee, a pet owner. In the response, Dr. Wong inadvertently implies that Ms. Lee has been neglecting her pet's health. How we help: Ms. Lee files a defamation claim against Dr. Wong. The professional indemnity insurance covers the claim as Dr. Wong's statement was unintentional and not made with the knowledge of its falsehood.

Case of staff gossip or mistatement

Scenario: An assistant at Kota Bharu Pet Care, Siti, casually mentions to a client that another local vet, Dr. Rahman, has a high rate of surgical complications. This rumor, based on a misinterpretation of overheard conversations, reaches Dr. Rahman. How we help: Mr. Tan files a claim against Dr. Aishah for negligence due to the misdiagnosis. Dr. Aishah's professional indemnity insurance is then activated to cover legal defense costs and any compensation awarded to Mr. Tan.