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Understanding Your Participating Policy

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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

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2. For receipt above HKD3,000:

Download and complete Claim Form

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and Insured (if you have not provided the relevant document(s) to us before or the document(s) in our record is / are no longer valid or do(es) not comply with the current regulatory requirements)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

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VHIS Cashless Day Surgery eService

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Medical Insurance - Hospitalization & Surgical Claim Form (C13)

Claims procedure

Download and complete Claim Form

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)

Claim Form for Accident (C12)

Claims procedure

Download and complete Claim Form

Collect claim-related documents

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)

Claim Form for Major Disease - Kidney Failure

Claim Form for Major Disease - Myocardial Infarction

Claim Form for Major Disease - Cancer

Claim Form for Major Disease - Stroke

Claim Form for Major Disease - Heart Valve Surgery / Less Invasive Treatments of Heart Valve Disease

Please log in to our customer website to download other claim forms.

Claims procedure

Download and complete Claim Form

Collect claim-related documents

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)

Claim Form for Accident (C12)

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

Download and complete Form C01 "Proof of Death (Claimant's Statement)"

Collect related documents (As outlined in Claim-related documents section below)

Submit Form C01 “Proof of Death (Claimant’s Statement )” and related documents

Claim assessment and approval by Manulife

Receive claim settlement

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)