We aim to make a claims decision within 14 working days. This is from the date we receive your completed claims submission (including the form and any supporting documents).
If you’ve submitted your claim through eServices, you can use this to track your claims status. Otherwise, we’ll keep you informed by email.
Please bear in mind that occasionally we need more time to make a claims approval decision. This could be for a number of reasons - for example the type of claim, how complex the case is, and whether we have all the information and documents we need.
When we approve claims, we then aim to pay within 10 working days.
If we need additional information from you, we will let you know – either by email or via your HR if applicable.
Looking for other claim options?
If you’re looking to make a claim on any of your insurance plans/coverages, we’re committed to giving you the best possible service.
All claim forms should be signed by the policyholder.
The exceptions are loss of life (death) claims which need to be applied for by the beneficiary. Details can be found on the claims section of our website.
If the policyholder is also the insured person and is unable to sign the claim form, a close relative can complete the form on behalf of the policyholder. If this is the case, please advise us and state the relationship on the claim form. We sometimes request proof of this relationship.
Can I ask for my claims payment to be in a different currency?
Ordinarily, all claim payments will be made in the policy currency. Upon request, a US dollar policy can be paid in Hong Kong dollars. We will advise you of the exchange rate.
Can I ask for my claim cheque to be sent directly to me, not via my agent?
Yes. Simply let us know by calling our Customer Engagement team on 3123 3123. If not, it will be processed via your agent.
Can I upgrade my hospital accommodation from what is covered in my policy?
Please call us and we can discuss your options in advance. If you’re already claiming and the hospital accommodation is outside the benefit class covered by your policy, we may make an adjustment to the claim settlement.
Do I have to pay for my medical report fee?
Yes. If your attending doctor charges you for the report, you will be responsible for the payment.
Need help with your claim?
No problem. These are the different ways we can help and support.