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Important Notice

Manulife website will end support for users using Internet Explorer 11 or older versions from May 2021, please click here for details.

View more
Important Notice

Manulife (International) Limited would like to alert the public to be vigilant about any suspicious phone calls, emails, websites, apps, etc. allegedly related to Manulife. If you have any doubt, please contact us at (852) 2108 1188 or by email at service_hk@manulife.com for assistance.

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Individual insurance claims procedure

At Manulife, we provide a fast and simple individual insurance claims process along with the proper safeguards to meet your urgent needs, so you can enjoy outstanding protection as well as peace of mind.

Ways to make your claim

1. Try our eClaims service

Applicable for single hospitalization receipt not exceeding HKD3,000

Claim now

2. For receipt above HKD3,000:

Collect claim-related documents

Submit Claim Form and documents within 90 days of discharge from hospital

Upon receipt of all required documents1, we will assess claims and may approve within 8 working days2

Receive claim settlement

1The required documents include all the following basic document requirements and additional document requirements (if applicable). Manulife may also require customers to further submit (or obtained by the company) other medical reports or any related documents related to the claim assessment for evaluation.

2Manulife’s Claims Department follows the principles of “Medically Necessary” and “Reasonable and Customary” and the general practice of the local insurance industry when assessing and approving claims.

Claim-related documents

Basic requirements3

  • Fully completed  Medical Insurance - Hospitalization & Surgical Claim Form (C13)
    •    Part I - completed and signed by Insured / Policyowner
    •    Part II - completed, signed and stamped by Attending Physician (Doctor) / Surgeon
  • Original hospital receipts
  • Original statement of charges / accounts
  • Copy of HKID Card or passport of both Policyowner and Insured (if you have not provided the relevant document(s) to us before or the document(s) in our record is / are no longer valid or do(es) not comply with the current regulatory requirements)
  • Full set copy of medical documents from hospital, including copy of laboratory, diagnostic, imaging & histopathology report and discharge summary
  • Breakdown of charges of laboratory, investigation tests, medication, meal and medical package (if applicable)

Additional requirements (if applicable)

  • Original receipts with diagnosis proof (for pre- / post-hospitalization outpatient / day case surgery outpatient benefit)
  • Copy of payment advice and original / certified true copies of receipts from other insurer(s) (if claims paid by other insurer(s))
  • Copy of daily hospitalization record and Home Visit Permit (if hospitalized in Mainland China hospitals)
  • Copy of student identity card (if claiming for a dependent of the insured who is a student aged 18 to 25)
  • Copy of police report / traffic accident report / police statement (if traffic accident involved)
  • Copy of discharge summary / slip or sick leave certificate with diagnosis (if hospitalized in a Hong Kong government hospital)

3 Manulife reserves the right to request for original documents or other supplementary documents / information if deemed necessary.

Claims submission

By Mail

Claims Department

Individual Financial Products

Manulife (International) Limited

22/F, Manulife Financial Centre,

223-231 Wai Yip Street, Kwun Tong, Kowloon, HK

In Person

Customer Service Centre

23/F, Lee Garden One,

33 Hysan Avenue,

Causeway Bay, HK

After making a claim, policyowner may log in to our customer website, and check the claim status or view past claim records (up to 5 years) under “Individual Insurance > My Claims” section.

 

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Got any further questions?

Please contact our customer service by email or phone: (852) 2510 3941 or 4008 428 017 (China Toll Free Number)