Claims FAQ
What documents do I need to submit to make a claim? Is there a checklist for reference?
The procedures for each type of claims are established to meet specific needs, so details of different claims procedures vary. Please refer to Group Insurance Claims Procedures for details.
If a claim has already been paid by another insurer, is it necessary to submit additional documents?
If you have already received a benefit payment from another insurer before submitting a claim to Manulife, additional documents may be required:
- Hospitalization/Surgical or Outpatient/Dental
Copies of payment advices and original/certified true copies of receipts from other insurers (for claims paid by other insurers)
Do I need to submit original copies of medical documents for a claim?
We understand the importance of medical documents. Except for hospital receipts and claim forms, we do not recommend submitting original copies of documents for claims.
Generally, how long does it take to process a Group Medical claim?
Generally, upon receipt of all the required documents as specified in the relevant claim forms, it will take approximately 5 working days to process the claim. 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.
Where can I find the records of my claims?
You can log on to our Customer Website, then select “Group Life & Health > Claims Inquiry” to find details of all the claims and benefit payments made within the past 1 year.
Where can I find the scope of coverage and sum insured of a policy?
You can log on to our Customer Website, then go to “Group Life & Health > Policy Details” to view the information.
How do I make a complaint?
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.
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