Frequently Asked Questions


Pet Insurance Coverage Questions

Happy Tails™ covers the surgical treatment of any sicknesses, 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 sicknesses and a 12-month waiting period for Specified Hereditary and Congenital sicknesses from the policy’s first commencement during which sicknesses claims are not payable.

If it's an accident or sicknesses (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 Singapore. 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 $12,500 with separate sub-limits for each benefit. The annual surgical limit is $10,000 and the limit for chemotherapy is $2,500 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. Hip and elbow dysplasia
  2. Luxating Patella
  3. Glaucoma
  4. Cherry eye
  5. Invertebral Disk Disease (IVDD)
  6. Femoral Head and Neck Excision

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 sicknesses 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 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 enrolment
  • 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.

From now until 30 Sep 2021, all Happy Tails policies purchased during this time are eligible for one (1) free video consultation with ZumVet. You will be able to speak to a vet about any issue, including issues which are not covered by the Happy Tails policy. Medication can be prescribed and delivered right to your doorstep. Simply key in your policy number as the promocode upon checkout to redeem. Subsequent visits will be eligible for a 10% discount on consultation fees. (Note medication fees are as charged)

ZumVet is our online veterinary partner specialising in providing remote care for your pets - even for issues which are not covered by your Happy Tails insurance policy. Speak to a Singapore registered vet through a Video Call Consultation, available every day from 9am to 9pm. ZumVet can prescribe and deliver medication right to your doorstep! For more serious conditions, ZumVet can send their vet for a House Call to visit your pet at home too!

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 sicknesses
  2. 12 months for specified hereditary and congenital conditions

The application of the Deductible is based on each claim incident. An incident is one that occurs within 90 days from the covered surgery.

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.

Premiums are determined based on cost of veterinary treatment advances, individual pet’s breed, age and other factors, in addition to the overall claims experience for the program. Premium increases could vary depending on individual claim submissions


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 sicknesses or condition (whether diagnosed or not) before Happy Tails insurance starts. It includes an injury or its recurrence or complications from an sicknesses 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).

There is no cover for bilateral condition e.g. injury on the right front leg and same condition surfaces in the front left leg. The same applies to eyes, ears and knees cruciate ligaments.


Is my Pet Eligible?

 

  1. Aged between 16 weeks and below 9 years old
  2. Micro-chipped
  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 use)
  5. Not used for breeding purposes
  6. Clinically examined by a licensed vet before 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 before or within 30 days from the commencement date of the insurance to be eligible for cover.

Please upload the completed clinical examination form as part of the purchase journey, or send a copy of it to plines@income.com.sg. Any failure to do so may result in your policy being void.

At Happy Tails™, we advocate pet adoption.

Most adopted pets will have been pre-screened by vets. You may use the rescue group's or shelter's adoption check-up if you have documentation of the examination including the vet’s notes. If you are unsure if the adoption check-up satisfies as our enrolment requirement, you may email us a copy of the records to review. We will notify you if another examination is required.

You can book a House Call with ZumVet, who will send their vet to your home for a completely convenient and stress-free experience.
 
Special Package for Aon customers at $150 (UP $250)
Package includes:
- 1 x Pre-visit Video Call Consultation
- 1 x House Visit
- 1 x 4 in 1 vaccination (for cats) OR 9 in 1 vaccination (for dogs)
- 1 x microchip
- 1 x general vet examination (to qualify for your Happy Tails coverage)
 
Please visit zumvet.com to book, quote Happy Tails policy number for the House Call to be eligible for the Special Package.
 
Aon Singapore Pte Ltd is not a licensed veterinary service provider. The veterinary services are provided by licensed veterinarians associated with ZumVet. Any queries regarding the veterinary services provided by ZumVet via this offer should be directed to ZumVet at support@zumvet.com or at +65 6631 8386.

 


Filing Claims and Getting Reimbursed

As accidents are unforeseen, it is covered immediately from your policy effective date. For sickness, 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. Refer to File a Claim page for a guide on how to go about the process

 

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

If you have questions, you can contact Income:

Telephone 6788 6616 during business hours (8.30 am to 6.30 pm, Monday to Friday. Closed on Saturday, Sunday and Public Holidays)
Email plineclaims@income.com.sg

You can download it at “File A Claim” tab

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
  3. Against the sum obtained in (2) above, the Deductible of $250 will be applied to arrive at the final payable amount.
Please refer to the illustration below:  
Covered expenses $1,200
Your Co-insurance rate - say, 20% $240
Net after Co-insurance $960
Deductible $250
Final payable amount $710

Managing Your Policy

You will receive your softcopy policy documents within 1 hour after your application is accepted by Income, and payment is successful.

We want to keep this as simple and easy for you as possible so we have fixed the deductible and reimbursement level for all plan types.

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


Aon’s commitment

Customer Service

   
Email happytails.sg@aon.com
We will reply to you within 2 workings days

Income’s commitment

Customer Service

Telephone 6788 6616 during business hours (8.30 AM to 6.30 PM, Monday to Friday. Closed on Saturday, Sunday and Public Holidays)
Email Send Income your request here.


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.
Telephone 6788 6616 during business hours (8.30 AM to 6.30 PM, Monday to Friday. Closed on Saturday, Sunday and Public Holidays)
Email plineclaims@income.com.sg
We will reply to you within 5 working days

Billing

Your pet is protected once the insurance is effective from the policy commencement date. And you’ll have a 14 day Free Look period to review if the insurance meets your needs. If you decide not to proceed with the cover, please write to Income within 14 days on receipt of your policy documents. Income will give you a full refund of the premium paid so long as there is no claim made under the policy. This will not apply to renewals.
You can call Income at 6788 6616 during business hours from 8.30 a.m. – 6.30 p.m. Monday to Friday, or send Income your request.
If you opt for the monthly recurring payment, it means Income will take the premium from the chosen credit card account on the date of policy issuance and 14 days before the premiums due dates every month. This applies for future renewals as well. The premium is due on the dates shown in the debit note or tax invoice issued to you.
We accept VISA and Mastercard credit cards.
For existing policyholders who have not renewed your policy as of 1 April 2021
You can cancel the policy at any time during the insurance term by writing to MSIG giving them 14 days notice. The refund premium is on MSIG’s short period rates for the unexpired portion of the policy, provided no claim has arisen.

For new policyholders or existing customers who have purchased or renewed your policy after 1 April 2021

Monthly recurring payment arrangement

You may cancel this policy by calling Income or writing to Income and cancellation will be effective from the date Income receives the notice of cancellation.
For cancellation after the 14-day free-look period, Income must receive the notice of cancellation no later than 21 days before the next monthly premium due date. The policy will then be cancelled on the day the monthly premium is due.
But, if Income receives the notice of cancellation less than 21 days before the next monthly premium due date, the policy will be cancelled on the following month when the premium is due.

Cancellation of policy with monthly premium payment - For example
Period of insurance 22 Sep 2020 to 21 Sep 2021
Monthly premium due date 22 (Sep, Oct, Nov, Dec, Jan, Feb and so on)
If Income receive the notice of cancellation:
on 1 Oct 2020 cancellation will take effect on 22 Oct 2020
on 20 Oct 2020 cancellation will take effect on 22 Nov 2020


Yearly recurring payment arrangement

You may cancel this policy by calling us or writing to us and cancellation will apply from the date Income receive the notice of cancellation.
For cancellation after the 14-day free look period, Income will work out and refund the premium as follows if no claim has been made under this policy.


Period of insurance (in days) still left to run
-----------------------------------------------------------------
Original period of insurance of the policy
x 85% of the
premium paid


Income will not refund any premium below $50 (after GST)
If Income refunds premiums, Income will do so by cheque to you.

Still Have a Question?

 

Contact Us
 
 

About Happy Tails

Underwritten by NTUC Income and arranged by Aon Singapore, Happy Tails pet insurance protects your hard earned savings from the costs of unexpected medical treatment required to keep your dog or cat healthy.

Happy Tails is the first standalone online pet insurance in Singapore with annual coverage of up to $12,500. We cover the big bills from surgical treatments, specified hereditary and congenital conditions, cancer and chemotherapy and more.

At Happy Tails, we want to make pet insurance readily accessible, thus it can be purchased directly from your mobile phones! Like you, your furry friend can be covered too! Protect them with Happy Tails today!
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