Claims Procedures

1. When do you need to notify us?
   As soon as possible.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   
   • The original policy document
     
   • Claimant's statement providing details of the cause of death and authorizing the insurance company to collect proof from third parties, such as the hospital
     
   • Original death certificate
     
   • Attending physician's report
     
   • A copy of I.D. Card of the deceased and a certified true copy of I.D. Card of the beneficiary, administrator or executor
     
   • A copy of relationship proof between the deceased and the beneficiary
     
   • A copy of beneficiary, administrator or executor present residential address and permanent address proof (if different from present residential address) within the latest 3 months
     
   • Letters of Administration or Grant of Probate is required if there is no beneficiary specified in the policy
     
   • For corporate beneficiary, a copy of Certificate of Incorporation, business registration certificate, Memorandum and Articles of Association
     

1. When do you need to notify us?
   Within 90 days from diagnosis.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   
   • Completed major illness claim form
     
   • Attending physician's report
     
   • A certified true copy of I.D. Card of the policyholder and copy of I.D. Card of the insured
     
   • Pathological report

1. When do you need to notify us?
   Within 90 days from the commencement of disability.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   • Completed disability claim form
   • Attending physician's report (completed after a continuous disabled of 183 days)
   • A certified true copy of I.D. Card of the policyholder and copy of I.D. Card of the insured
   • Sick leave certificate
     

1. When do you need to notify us?
   Within 90 days from the date of Accident occurred.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   • Completed accidental benefit claim form
   • Attending physician's report
   • A certified true copy of I.D. Card of the policyholder and copy of I.D. Card of the insured
   • Original medical receipts for accidental medical expenses
     

Claimant:

Contact our "Hang Seng Insurance" Claims Service Hotline on 2288 6992 during office hours.
Office Hours:
Monday to Friday - 8:45 am to 5:30 pm
Saturday - 9:00 am to 1:00 pm

Hang Seng Insurance Company Limited:

Answer your enquiries on the issue of claims based on the initial information provided:

1. Explain the claims procedure and the documents required;
2. Advise on the classification of the operation performed^[1];
3. Explain how the number of days of Daily Hospital Cash Benefit/Hospital Cash Benefit is calculated^[1]

Claimant:

Return the following documents to any branch of Hang Seng Bank or directly to Hang Seng Insurance Company Limited (Address: 18/F, Tower 1, HSBC Centre, 1 Sham Mong Road, Kowloon, Hong Kong) within 60 days after the date of discharge from hospital:

1. The completed Hospitalization, Surgery & Bonesetting Claim Form;
2. Attending physician’s report
3. Original receipt(s)/certified copy(ies) and discharge summary (if any) from the hospital; and
4. Pathological report (if any).
    

For any assistance on completing the claim form, you can contact our Claims Service Hotline on (852)2288 6992.

For completing the Claim Form:

Part I:

• To be completed by the life insured
• Provide details of the life insured including personal information and cause of claim
• Authorize other individual or organization such as the attending physician or the relevant hospital to disclose to Hang Seng Insurance Company Limited or its representative any information relevant to this claim.

Part II

• To be fully completed by the attending physician
• Provide information about the life insured's impairment and treatment during hospitalization
• Any charge arising from the completion of the medical report will be borne by the claimant.
  

Hang Seng Insurance Company Limited:

In order to facilitate the process of your claim, please have all required medical and/or other relevant documents submitted regarding the circumstances and details of your claim. Claim will be processed upon receipt of all required documents. Should further information be required, we will write to you to request additional document(s) for claim assessment.

If you need our claims assessor to explain the decision, you can call our Claims Service Hotline on (852)2288 6992.

No. We provide a 30-day grace period from the due date of the first unpaid premium during which your cover will remain in place. However, you need to pay back any overdue premium within the grace period. No interest will be charged on premium overdue for the grace period.

You may apply for reinstating your policy by sending us a written request within 1year from the due date of the first unpaid premium provided the policy has not been surrendered and the cash value of the policy has not been withdrawn. Proof of insurability will be required. You will also be required to pay the overdue premium with interest. Please note that some policy conditions, such as the suicide clause for death cover and the waiting period for major illness benefit, will commence again from the date the policy is reinstated.

Remarks: Policy reinstatement only applicable to specified insurance plan.

No. You can apply for a duplicate policy by visiting any Hang Seng Bank branch, contacting your Personal Financial Planning Manager or calling our After-sales Customer Service Hotline. A handling charge will apply.

Simply complete and return a Direct Debit Authorization Form for the new account and cancel the existing direct debit setup. Forms are available at any Hang Seng Bank branch or by calling the After-sales Customer Service Hotline. If you wish to pay from an account other than the one maintained with Hang Seng Bank, please arrange to pay 2 months' premium in advance to allow sufficient time for setting up of the new autopay account.

1. When do you need to notify us?
   As soon as possible.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   
   • The original policy document
     
   • Claimant's statement providing details of the cause of death and authorizing the insurance company to collect proof from third parties, such as the hospital
     
   • Original death certificate
     
   • Attending physician's report
     
   • A copy of I.D. Card of the deceased and a certified true copy of I.D. Card of the beneficiary, administrator or executor
     
   • A copy of relationship proof between the deceased and the beneficiary
     
   • A copy of beneficiary, administrator or executor present residential address and permanent address proof (if different from present residential address) within the latest 3 months
     
   • Letters of Administration or Grant of Probate is required if there is no beneficiary specified in the policy
     
   • For corporate beneficiary, a copy of Certificate of Incorporation, business registration certificate, Memorandum and Articles of Association
     

1. When do you need to notify us?
   Within 90 days from diagnosis.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   
   • Completed major illness claim form
     
   • Attending physician's report
     
   • A certified true copy of I.D. Card of the policyholder and copy of I.D. Card of the insured
     
   • Pathological report

1. When do you need to notify us?
   Within 90 days from the commencement of disability.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   • Completed disability claim form
   • Attending physician's report (completed after a continuous disabled of 183 days)
   • A certified true copy of I.D. Card of the policyholder and copy of I.D. Card of the insured
   • Sick leave certificate
     

1. When do you need to notify us?
   Within 90 days from the date of Accident occurred.
   
   
2. Basic information required (Additional information may be required depending on the nature of the claim):
   • Completed accidental benefit claim form
   • Attending physician's report
   • A certified true copy of I.D. Card of the policyholder and copy of I.D. Card of the insured
   • Original medical receipts for accidental medical expenses
     

Claimant:

Contact our "Hang Seng Insurance" Claims Service Hotline on 2288 6992 during office hours.
Office Hours:
Monday to Friday - 8:45 am to 5:30 pm
Saturday - 9:00 am to 1:00 pm

Hang Seng Insurance Company Limited:

Answer your enquiries on the issue of claims based on the initial information provided:

1. Explain the claims procedure and the documents required;
2. Advise on the classification of the operation performed^[1];
3. Explain how the number of days of Daily Hospital Cash Benefit/Hospital Cash Benefit is calculated^[1]

Claimant:

Return the following documents to any branch of Hang Seng Bank or directly to Hang Seng Insurance Company Limited (Address: 18/F, Tower 1, HSBC Centre, 1 Sham Mong Road, Kowloon, Hong Kong) within 60 days after the date of discharge from hospital:

1. The completed Hospitalization, Surgery & Bonesetting Claim Form;
2. Attending physician’s report
3. Original receipt(s)/certified copy(ies) and discharge summary (if any) from the hospital; and
4. Pathological report (if any).
    

For any assistance on completing the claim form, you can contact our Claims Service Hotline on (852)2288 6992.

For completing the Claim Form:

Part I:

• To be completed by the life insured
• Provide details of the life insured including personal information and cause of claim
• Authorize other individual or organization such as the attending physician or the relevant hospital to disclose to Hang Seng Insurance Company Limited or its representative any information relevant to this claim.

Part II

• To be fully completed by the attending physician
• Provide information about the life insured's impairment and treatment during hospitalization
• Any charge arising from the completion of the medical report will be borne by the claimant.
  

Hang Seng Insurance Company Limited:

In order to facilitate the process of your claim, please have all required medical and/or other relevant documents submitted regarding the circumstances and details of your claim. Claim will be processed upon receipt of all required documents. Should further information be required, we will write to you to request additional document(s) for claim assessment.

If you need our claims assessor to explain the decision, you can call our Claims Service Hotline on (852)2288 6992.

No. We provide a 30-day grace period from the due date of the first unpaid premium during which your cover will remain in place. However, you need to pay back any overdue premium within the grace period. No interest will be charged on premium overdue for the grace period.

You may apply for reinstating your policy by sending us a written request within 1year from the due date of the first unpaid premium provided the policy has not been surrendered and the cash value of the policy has not been withdrawn. Proof of insurability will be required. You will also be required to pay the overdue premium with interest. Please note that some policy conditions, such as the suicide clause for death cover and the waiting period for major illness benefit, will commence again from the date the policy is reinstated.

Remarks: Policy reinstatement only applicable to specified insurance plan.

No. You can apply for a duplicate policy by visiting any Hang Seng Bank branch, contacting your Personal Financial Planning Manager or calling our After-sales Customer Service Hotline. A handling charge will apply.

Simply complete and return a Direct Debit Authorization Form for the new account and cancel the existing direct debit setup. Forms are available at any Hang Seng Bank branch or by calling the After-sales Customer Service Hotline. If you wish to pay from an account other than the one maintained with Hang Seng Bank, please arrange to pay 2 months' premium in advance to allow sufficient time for setting up of the new autopay account.