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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

Claims assessment and approval by Manulife Claims Department

Receive claim settlement

Claim-related documents

Basic requirements

  • 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and Insured (if you have not provided the relevant document(s) to us before or the document(s) in our record is / are no longer valid or do(es) not comply with the current regulatory requirements)

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))
  • Diagnostic / Laboratory reports (if laboratory examinations / investigations done)
  • 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)

VHIS Claimable Amount Estimate / Preliminary Assessment

Learn more

VHIS Cashless Day Surgery eService

Learn more



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

Claims assessment and approval by Manulife Claims Department

Receive claim settlement

Claim-related documents

Basic requirements

  • 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)

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))
  • Diagnostic / Laboratory reports (if laboratory examinations / investigations done)
  • 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)

VHIS Claimable Amount Estimate / Preliminary Assessment

Learn more

VHIS Cashless Day Surgery eService

Learn more



Claims procedure

Collect claim-related documents

Submit Claim Form and documents within 30 days after the date of accident

Claims assessment and approval by Manulife Claims Department

Receive claim settlement

Claim-related documents

Basic requirements

  • Fully completed Claim Form for Accident (C12)
    •    Part I - completed and signed by insurers / policyowner
    •    Part II - completed, signed and stamped by Attending Physician (Doctor)
  • Copy of Sick Leave Certificate(s) with Diagnosis
  • 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)

Additional requirements (if applicable)

  • Diagnostic / Laboratory Reports (if diagnostic / laboratory test done)
  • Referral Letter from Attending Physician (Doctor) (if attended by Specialist / Physiotherapist / Occupational Therapist)
  • Copy of Police Report / Traffic Accident Report / Police Statement (if involved in a Traffic Accident)
  • Copy of compensation breakdown from other insurer(s)(if claim paid by other insurer(s))
  • Original medical receipt(s) (if claiming for Medical Reimbursement)
  • Physiotherapy / Occupational Therapy Report (if Physiotherapy / Occupational Therapy done)
  • Original Statement of Charges / Account and Original hospital receipts (if hospitalized)

Claims procedure

Submit Claim Form and documents within 30 days of:
i) the first diagnosis date of the Major Disease or the Gender Specific Illness or the Juvenile Disease;
OR
ii) the date of an Angioplasty Procedure

Claims assessment and approval by Manulife Claims Department

Receive claim settlement

Claim-related documents

  • Fully completed claim form for major disease / female benefit
    •    Page 1 & 2 - completed and signed by claimant / policyowner
    •    Attending Physician's Statement - completed, signed and stamped by Attending Physician (Doctor)
  • Copies of all histopathology reports, laboratory reports, X-rays results, reports of CT Scan and other imaging studies, blood test results and / or other relevant proof / medical evidence
  • 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)

Claims procedure

Submit Claim Form and documents no later than 12 months after the commencement of Total Disability

Claims assessment and approval by Manulife Claims Department

Receive claim settlement

Claim-related documents

Basic requirements

  • Fully completed Claimant's Statement of Disability (C03) for disability in first 24 months OR Claimant's Statement of Continued Disability (C04) for continuous claims for disability after 24 months
    •    Page 1 & 2 - completed and signed by claimant / policyowner
    •    Attending Physician's Statement - completed, signed and stamped by Attending Physician (Doctor)
  • Copy of Sick Leave Certificate(s) with Diagnosis
  • 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

Additional requirements (if applicable)

  • Income proof (e.g. tax return for the past 12 months prior to disability)
  • Proof of occupation (e.g. Employment Letter)
  • Employer's confirmation
  • Certificate of Employees' Compensation Assessment (Form 5 or 7)

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, you 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.

 

Login Now

Got any further questions?

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

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    We will respond within two business days to forms submitted at or before 10:00am each business day. For example, if you submit this form at or before 10:00am on a Monday, we will respond by Tuesday. Forms submitted after 10:00am on a Monday will receive a response by Wednesday.

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    Effective from Feb 11, 2020, our Service Hotlines and Service Centres will operate from 10am to 5pm, Monday to Friday, until further notice. We apologize for any inconvenience caused.

    View more

    The VHIS Office recently discovered a translation error in the Chinese version of the Schedule of Surgical Procedures of the Certified Plan Policy Template. In the fracture/dislocation section of the Surgical Schedule, “clavicle” on the 8th and 12th items was mistranslated as “scapula” and “scapula” on the 13th item was mistranslated as “clavicle”. Manulife has reviewed and revised the relevant product information of Manulife’s VHIS certified plans upon the VHIS Office’s request, and has revised the Chinese version of the certified plans’ policy provisions accordingly. The English version of the policy provisions is not affected. For any enquiries, please contact Manulife’s service hotline at 2108 1188.

    View more

    Effective from Feb 11, 2020, our Service Hotlines and Service Centres will operate from 10am to 5pm, Monday to Friday, until further notice. We apologize for any inconvenience caused.

    View more

    The VHIS Office recently discovered a translation error in the Chinese version of the Schedule of Surgical Procedures of the Certified Plan Policy Template. In the fracture/dislocation section of the Surgical Schedule, “clavicle” on the 8th and 12th items was mistranslated as “scapula” and “scapula” on the 13th item was mistranslated as “clavicle”. Manulife has reviewed and revised the relevant product information of Manulife’s VHIS certified plans upon the VHIS Office’s request, and has revised the Chinese version of the certified plans’ policy provisions accordingly. The English version of the policy provisions is not affected. For any enquiries, please contact Manulife’s service hotline at 2108 1188.

    View more
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