Important Notice

In view of the latest anti-pandemic measures launched by the Macao SAR Government, and an updated circular issued by the Monetary Authority of Macao on June 26, 2022 requesting the business outlets of banks and insurance companies to continue suspending public services from June 27, 2022 to July 1, 2022 (Monday to Friday) (the "affected period"), we have made the following arrangements:


• Manulife’s Customer Service Centre on the 14th floor of Circle Square will be temporarily closed during the affected period;
 

• Our Customer Service Hotline (853) 8398 0383 won't be affected and its service hours will remain from 9:00 am to 6:00 pm;
 

• Customers can use “BOCNET” or “ATM” to pay their renewal premium; for policy enquiries, please contact our customer service hotline or your agent for assistance;
 

• If there is any problem with your policy due to late payment of premiums during the affected period, please contact our customer service hotline or your agent for assistance;
 

• Customers can send documents to Manulife (International) Limited (Address: Avenida De Almeida Ribeiro No. 61, Circle Square, 14 andar A, Macau).

View more
Important Notice

Manulife (International) Limited would like to alert customers to stay vigilant about suspicious phone calls, emails, websites, apps, etc. allegedly related to Manulife. If you receive any calls claiming to be from Manulife MPF, first and foremost is to authenticate the caller’s identity (e.g. full name of advisor and his/her MPF Registration No.). If the caller refuses to disclose such information, please do not continue with the conversation. Also, if you notice any suspicious transaction activities in your account, or any account that is under your name but not set up by you, please inform us immediately. If you are in doubt, please contact us at (852) 2108 1188 or by email at service_hk@manulife.com for assistance.

View more
Important Notice

In view of the latest anti-pandemic measures launched by the Macao SAR Government, and an updated circular issued by the Monetary Authority of Macao on June 26, 2022 requesting the business outlets of banks and insurance companies to continue suspending public services from June 27, 2022 to July 1, 2022 (Monday to Friday) (the "affected period"), we have made the following arrangements:


• Manulife’s Customer Service Centre on the 14th floor of Circle Square will be temporarily closed during the affected period;
 

• Our Customer Service Hotline (853) 8398 0383 won't be affected and its service hours will remain from 9:00 am to 6:00 pm;
 

• Customers can use “BOCNET” or “ATM” to pay their renewal premium; for policy enquiries, please contact our customer service hotline or your agent for assistance;
 

• If there is any problem with your policy due to late payment of premiums during the affected period, please contact our customer service hotline or your agent for assistance;
 

• Customers can send documents to Manulife (International) Limited (Address: Avenida De Almeida Ribeiro No. 61, Circle Square, 14 andar A, Macau).

View more
Important Notice

Manulife (International) Limited would like to alert customers to stay vigilant about suspicious phone calls, emails, websites, apps, etc. allegedly related to Manulife. If you receive any calls claiming to be from Manulife MPF, first and foremost is to authenticate the caller’s identity (e.g. full name of advisor and his/her MPF Registration No.). If the caller refuses to disclose such information, please do not continue with the conversation. Also, if you notice any suspicious transaction activities in your account, or any account that is under your name but not set up by you, please inform us immediately. If you are in doubt, please contact us at (852) 2108 1188 or by email at service_hk@manulife.com for assistance.

View more
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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.

Individual Insurance Claims Report 2021

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 14 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)

- All consultation records from treatment center, related to this wart surgery

- Operation record with details note including operation duration, operating medication, body part performed and numbers of warts treated

- Pre- and post-surgery clinical photos, subject to the sensitivity of the body location where the treatment was performed, signed by patient

- Pathology report (if surgical curettage was done)

- Itemized breakdown of charges with details of specific procedure performed, medication prescribed, laboratory test and any other medical and/ or non- medical services rendered

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

Claims submission

By Mail

Hong Kong

Claims Department

Individual Financial Products

Manulife (International) Limited

22/F, Manulife Financial Centre,

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

 

Macau

Individual Financial Products

Manulife (International) Limited

Macau Administration Office, Avenida De Almeida Ribeiro No. 61, Circle Square, 14 andar A, Macau

In Person

Hong Kong Customer Service Centre

21/F, Tower A, Manulife Financial Centre,

223-231 Wai Yip Street,

Kwun Tong, Kowloon, HK

 

Macau Customer Service Centre

Macau Administration Office, Avenida De Almeida Ribeiro No. 61, Circle Square, 14 andar A, Macau

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