Claims FAQ

If you have already received a benefit payment from another insurer before submitting a claim to Manulife, additional documents may be required:

- For Hospitalization or Accident claims
Copies of payment advices and original/certified true copies of receipts from other insurers (for claims paid by other insurers)

- For Critical Illness/Female Benefit or Disability/Premium Waiver or Death Benefit claims
Please follow the respective standard procedures. No additional documents are required.

We understand the importance of medical documents. That’s why, other than hospital receipts and claim forms, we do not recommend submitting original copies of documents for claims. If necessary, you can request the certified true copy of a document by filling in the related field in the claim form, or you can contact our Customer Service Centre directly. Since we will not return the submitted original claim form or its copy, please keep a copy before submission for your record.

Generally speaking, Hospitalization, Accident, Critical Illness/Female Benefit and Disability/Premium Waiver claims can be made by the policyholder or the Insured, while a Death Benefit claim can be made by the beneficiary.

For Hospitalization, Accident, Critical Illness/Female Benefit or Disability/Premium Waiver claims, you can simply log on to our Customer Website, then select “Claim > Individual insurance claim history” on the menu bar to check the status and record of your claim. You can also obtain the information through SMS notifications. For Death Benefit claims, you can contact your insurance advisor directly. Alternatively, you can call our service hotline. 

There are many factors involved in the claim process, so there is no standard explanation for a delay. You can visit our Customer Website to check the status of your claim or find out if certain required documents are still pending. If you need further details after that, you can contact your insurance advisor or call our customer service hotline.

Generally, upon receipt of all the required documents as specified in the relevant claim forms, it will take 5 to 10 working days to provide a claim result or progress update, depending on the type of claim in question. We’re committed to processing every claim as quickly as possible but the exact amount of time needed is subject to a number of factors including the claim submission method used (including in-person or via digital platform), complexity of the claim and whether the information provided in the required documents is complete and deemed satisfactory by our Claims Department, etc.

That will depend on the case. You can log on to our Customer Website to check the status of the re-assessment.

We will make the payment according to the method you have selected in the payment instructions section on the claim form. If no method has been specified or the selected method cannot be used, we will follow the pre-set electronic payment method (if any).

Whenever possible, we use the payment method that has been chosen by the claimant. However, if we encounter restrictions or difficulties during the payment process and are therefore unable to execute the claimant’s instruction, the payment will be made by cheque and delivered to you by your insurance advisor. For details, please refer to the notes on payment instructions on your claim form.

To access the information, please log on to our Customer Website, select “Claims > Individual insurance claim history or Group Life & Health claim history” on the menu bar.

You can log on to our Customer Website, then choose a policy under “Your Policy and Account” for details.      

We are constantly looking for ways to improve our service to meet your needs and ensure your satisfaction. If you would like to provide feedback on our products or services, please send an email to service_hk@manulife.com, and we will give the matter our full attention.