FAQ > Claims
How can I make a claim?
You may contact our Customer Service Hotline at 2281 1333 or refer to "A simple guide to claiming on your policy" (http://www.prudential.com.hk/claimguide.pdf)
How to file a claim?
Simply fill out the appropriate claim form and return together with all the supporting documents e.g. discharge form, sick leave certificate, medical report etc.. Further information may be required after our initial claim assessment.
Is it a must to ask the attending physician to complete Part II of the claim form? Will you reimburse the charges to me?
A duly completed claim form part II is required for us to assess the claim and the client should bear the cost. Nevertheless, we are pleased to waive part II if the Life Assured's condition meets the criteria set by the company. Please contact your financial consultant for details.
Can I apply for a hospital claim if I were hospitalized overseas?
Yes, except for special case that endorsement is given to client to limit hospitalization in certain hospitals, client could apply hospital claim provided that all relevant documents are furnished to us.
When should I notify your company of my hospital claim?
According to the contract provisions, the life assured is required to furnish the claim to our company within 90 days from the date of discharge.
What document is needed for filing a death claim?
The normal documents required are claim form part 1 and part 2, original death certificate, original ID card of Life Assured and Trustee/Beneficiary, original policy with a signed deed of trust (if trustee has been assigned). Depending on the case, additional documents may be required.
Who will you pay upon the death of the Life Assured for a Juvenile policy?
The Assured.
Who will receive my death proceeds if I do not appoint any trustee or beneficiary?
As there is no such appointment, we would pay to the Assured's estate administrator stated in the Letters of Administration. In this connection, the letters of administration is needed for release of claims proceeds.
Can I request your company to pay the death proceeds to charity funds?
Once the Life Assured has changed the beneficiary to the organization and provided we have accepted such change, we would agree to pay to the charity funds as requested.
If I had filed a Waiver of Premium claim and am still awaiting your decision, do I have to pay the premium for this interim period?
Before we have reached a decision to pay the claim, you are obliged to pay the premiums to keep the policy in force. After we had admitted the Waiver of Premium claim, we will then refund the premium paid for the waiver period.
Can I request your company to direct credit the claims proceeds to my designated Mainland China bank account?
For policyholders with PRC Resident Identity Card and China UnionPay RMB debit cards issued by designated Mainland China banks, he / she is eligible to receive medical and accidents claims proceeds with his / her China UnionPay RMB debit card account(s), provided that these cards are backed by RMB account(s). If policyholders select direct credit the claims proceeds to his / her China UnionPay RMB debit card account(s), transaction fees will be charged by the payment gateway platform. For details of designated Mainland China banks, please contact your financial consultant.
Please be aware that there are two types of UnionPay cards: one issued by Hong Kong (and non-Mainland China) banks; another issued by Mainland China banks. UnionPay cards issued by Hong Kong (and non-Mainland China) banks, including dual currency cards, cannot be used to receive claims proceeds.
Alternatively, all policyholders can select to receive claims proceeds with cheque issued in Hong Kong.