FAQ

Enrollment
*	For what length of time can an employer backdate the enrolment of an employee and dependent?
*	When does the employer require an employee to complete the Evidence of Insurability Form?
*	How do employers know the enrolment form has been successfully processed/started?
Medical Claims
*	What kind of information is needed for a clinical claim?
*	Should HR collect all the claim forms and receipts from staff, then pass these on to Manulife?
*	How do employers know the claim has been paid?
MediPlus
*	What form should be completed to apply for a Manulife Credit Card (with Mediplus)?
*	Should an employee send the application form directly to Dao Heng Bank?
*	Where is the Manulife Credit Card (with Mediplus) accepted?
*	What is the responsibility of the employer regarding unpaid credit card balances?
*	For what length of time can an employer backdate the enrolment of an employee and dependent?
	All notification of enrolments should be sent to Manulife within 31 days of the date when an employee (or dependent) becomes eligible. The effective date cannot be backdated for more than one month.
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*	When does the employer require an employee to complete the Evidence of Insurability Form?
	Three situations apply: (a) Life coverage of employee/dependent is in excess of the No Evidence Limit (as shown in the Benefit Schedule) (b) Application for enrolment is made more than 31 days after the employee becomes eligible (c) Application for dependent enrolment is made more than 31 days after the addition of a dependent (ie newly weds, a newborn child, etc)
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*	How do employers know the enrolment form has been successfully processed/started?
	Change Summary reports record an employees/dependents movements and changes. This is sent to policyholders twice a month(1st and 15th monthly).
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*	What kind of information is needed for a clinical claim?
	1. The claimant should complete the group outpatient claim form 2. All related receipts should be attached to the claim form 3. An original receipt is needed from the attending doctor 4. A doctor's referral letter is required for special claims (physiotherapist, X-ray, laboratory, etc)
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*	Should HR collect all the claim forms and receipts from staff, then pass these on to Manulife?
	Yes. A batch of claims is easier to handle (in terms of queries and control).
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*	How do employers know the claim has been paid?
	Two reports (payment summary and payment advice) will be sent to the policyholder once the claim is completed. (a) Payment summary is a reference for the plan administrator that lists all reimbursement details for medical expenses incurred during a specific period (b) Payment advice is sent to employees individually (and includes the medical reimbursement details for the period)
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*	What form should be completed to apply for a Manulife Credit Card (with Mediplus)?
	Existing Group Medical employees:  Complete the Manulife Credit Card (with Mediplus) application form New Group Medical clients:  Complete the Long/Short agreement form and the Manulife Credit Card (with Mediplus) application form. All parts of the combined application form should be completed and be signed by the plan administrator. Include a copy of the employee's HKID and proof of income with the application form.
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*	Should an employee send the application form directly to Dao Heng Bank?
	No. The Human Resource or Administration Department should collect all the application forms with all required documents and send them to Manulife.
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*	Where is the Manulife Credit Card (with Mediplus) accepted?
	The card can be used at all private hospitals in Hong Kong and with the Manulife Doctor panel which includes over 700 doctors in HK Island, Kowloon and New Territories.
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*	What is the responsibility of the employer regarding unpaid credit card balances?
	If the short form agreement is signed, the employer assumes no liability. If the long form agreement is signed, the employer is responsible for the medical credit expenses incurred by the cardholder when 1) the expenses exceed the medical insurance coverage and 2) the expenses exceed the Visa credit limit and 3) the employee has defaulted on paying the card statement balance to the bank
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