Manulife launches claimsimple.hk - an innovative simpler and faster e-claims solution

January 8, 2018

A simple three-step claim submission process that takes less than a minute 

• No app to download
• Easy to log in
• No form to fill in¹
• No original documents required ²

Hong Kong – Manulife Hong Kong has launched claimsimple.hk, an innovative e-claims solution that lets customers³ make a medical insurance claim online anytime, anywhere via their mobile device or PC in less than one minute. By eliminating the need for username and password input as well as mailing of paper documents, Manulife has simplified the claim submission process, making it faster and more convenient than ever for customers. 

“The introduction of claimsimple.hk reinforces Manulife’s leadership in innovative digital engagement in the insurance sector. It also underpins our commitment to simplicity and placing the customer first,” said Guy Mills, Chief Executive Officer of Manulife Hong Kong. “Now, customers with either individual or group medical policies can use claimsimple.hk as a single solution for both hospitalization and outpatient claim submissions⁴,  which account for about 60-70% of the total outpatient and hospitalization claims we receive every year.” 

This new solution improves the claim experience by giving customers a straightforward journey with no app to download or install. Nor is there any need to provide the policy number for login. Customers can have direct access to a dedicated website www.claimsimple.hk, which is available in English, traditional Chinese and simplified Chinese and accessible via Manulife’s website and social media channels (Facebook, WeChat and LinkedIn). The site is also smartphone-optimized and user-friendly, featuring a conversational interface that provides a step-by-step process with clear explanation. 

With claimsimple.hk, there are only three simple steps for the customer to complete: Fill in personal information; Select the claim category; Snap pictures of receipts and other required documents. After the claim is submitted online, customers will receive a confirmation SMS and they can track the status of their claim application easily via Manulife’s customer website.  

Delivering value and better experience for customers   

The convenience offered by claimsimple.hk contrasts sharply with the traditional, paper-based claim submission process, where vital data is often missing, with the policy number being the most commonly forgotten piece of information. Failing to attach documents or making errors when writing numbers such as claim amounts and appointment dates, is also common. Many people also forget to submit claims for treatment received while travelling. These often can result in follow-up actions which delay the whole claim processing time. 

“Our innovative e-claims solution addresses these challenges while also delivering our customers a simpler and faster claims experience,” said Mr. Mills. “Over the years, Manulife Hong Kong has made strategic investments to refine our digital offerings with claimsimple.hk being the first step to simplify our customer claims experience, and we have many other exciting initiatives in the pipeline. Going forward, we will continue to capitalize on innovative technology to enhance and simplify the customer journey.”

To bring to life the concept of simplicity behind claimsimple.hk, a digital-focused marketing campaign featuring online videos, digital advertising, social content and other below-the-line marketing initiatives will be launched. In one of the campaign videos, local pop singer and idol Pakho Chau completes the e-claims submission process within one minute, while four persons from different walks of life accomplish their special tasks swiftly to highlight the simple and fast experience brought by claimsimple.hk. 

1.Applicable to outpatient claims only.

2.Customers should keep their original receipts and other supporting documents for 120 days upon completion of the claim for future audit purpose.

3.Applicable to individual policyholders and insured members of selected group medical policies only. Manulife may, without prior notification, offer or suspend the service at its discretion.

4.Eligible outpatient claims generally cover consultations with general practitioners, specialists or Chinese medical practitioners, as well as X-ray, laboratory fees etc, with each receipt amount not exceeding HK$800. Eligible hospitalization claims generally cover hospitalization or outpatient surgeries, pre- and post-hospitalization care etc, with each receipt amount not exceeding HK$3,000. Terms and conditions apply.