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
2. For receipt above HKD3,000:
Basic requirements
- Fully completed
• 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and Insured (if you have not provided the relevant document(s) to us before or the document(s) in our record is / are no longer valid or do(es) not comply with the current regulatory requirements)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 basic requirements applicable for ManuMaster / ManuShine Healthcare / Manulife Supreme VHIS
- Full set copy of medical document from hospital, including copy of laboratory, diagnostic, imaging & histopathology report and discharge summary.
- Breakdown of charges of laboratory, investigation tests, meidcation and meal.
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
VHIS Cashless Day Surgery eService
Hospitalization
Ways to make your claim
1. Try our eClaims service
Applicable for single hospitalization receipt not exceeding HKD3,000
2. For receipt above HKD3,000:
Basic requirements
- Fully completed
• 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 basic requirements applicable for ManuMaster / ManuShine Healthcare / Manulife Supreme VHIS
- Full set copy of medical document from hospital, including copy of laboratory, diagnostic, imaging & histopathology report and discharge summary.
- Breakdown of charges of laboratory, investigation tests, meidcation and meal.
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
VHIS Cashless Day Surgery eService
Claims procedure
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
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
Claim-related documents
Basic requirements
- Fully completed 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)
We understand the passing of a loved one is a very difficult time for those left behind. We have made the claim procedures for the death benefit as simple as possible, so you can focus on the things that most require your attention.
Claim procedures
Claim-related documents
Basic requirements
- Fully completed Form C01 “Proof of Death (Claimant’s Statement )”
- Certified true copy of Death Certificate*
- Copy of beneficiary’s HKID card/ Passport
- Copies of policyowner and life insured’s HKID card/ Passport
- Copy of beneficiary’s proof of relationship with the deceased life insured such as birth certificate or marriage certificate (if the beneficiary’s HKID card number / Passport number was not provided by the policyowner on either the policy’s application and/or Beneficiary Designation Form)
- Original policy contract, or complete “Declaration of Loss of Policy” section on Form C01 “Proof of Death (Claimant’s Statement )” if applicable except in the event of an eContract or policy with more than 1 life insured.
Additional requirements
If the life insured passes away within 2 years of:
- The date of policy issue; or
- The date of last reinstatement; or
- The effective date of:
- An increase of the face amount; or
- An increase of the rider amount; or
- An additional of rider benefit;
whichever date is later,
Then please prepare submit the following additional documents:
- Form C02 "Proof of Death" Physician’s Statement
- Medical Report (if requested by Manulife )
Accidental or Unnatural Death
- Police Report
- Coroner’s Report
- Post-mortem Report
- Newspaper Clippings
Death in Mainland China
- Certified true copy of Notarial Death Certificate*
- Certified true copy of Hong Kong Identity Card Cancellation Certificate*
- Pathological Diagnosis Certificate
- Copy of Mainland Travel Permit for Hong Kong and Macau Residents
- Cremation papers
- Certificate of Import of Human Remains (if any)
Other documents
- Certified true copy of Probate of a Will or Letters of Administration (if the beneficiary is Estate of the deceased)*
- Certified true copy of Legal Guardianship Paper (if the beneficiary is under the age of 18 and no Trustee has been appointed)*
- Form ISCF “Individual/Controlling Person Self Certification(FATCA and CRS)"
* Certified true copies of original documents can be made by a practising solicitor of Hong Kong, or at our customer services center. For further enquiries, please call our customer service hotline or contact your insurance advisor for details.
Claims submission
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.
Got any further questions?
Please contact our customer service by email or phone: (852) 2510 3941 or 4008 428 017 (China Toll Free Number)
Thank you for
contacting Manulife!
Dear {Salutation} {FirstName} {LastName},
Your personal enquiry number: {ReferenceID}
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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