Our Claims Promise
Our policy is to protect you and your family during life’s difficult moments. We pay your claim as quickly as possible and with compassion and care. We make it simple and easy, and only ask for necessary information.
How we can deliver
Our Approach
Our claim process is simple and transparent. Our staff and agents are professionally trained to support you in a personal, customer friendly manner.
When you make a claim
We assess and pay each genuine claim promptly. We only ask for relevant information and give you updates on your claims progress when you need them. We explain our decisions simply and clearly.
Our commitments
Timeliness
We handle each claim as soon as we receive it and will keep you informed of its progress. We deliver to the following service standards:
Hospital Alliance Services (HAS)
Admission & Discharge Guarantee Letter Issuance 80% within 60 minutes, upon receiving complete documents.
Major & Medical Reimbursement Claims
Send acknowledgement receipt within 3-5 working days upon receiving of physical claim submission.
Send acknowledgement receipt instantly upon receiving claims via E-Claim submission.
Send request for additional documents within 10 working days upon receiving claim submission.
Send claim decision in 10 working days upon receiving complete documents.
Send claim payment in 3 working days upon approval.
Hospital Alliance Services (HAS)
Admission & Discharge Guarantee Letter Issuance 80% within 60 minutes, upon receiving complete documents.
Major & Medical Reimbursement Claims
Send acknowledgement receipt within 3-5 working days upon receiving of physical claim submission.
Send acknowledgement receipt instantly upon receiving claims via E-Claim submission.
Send request for additional documents within 10 working days upon receiving claim submission.
Send claim decision in 10 working days upon receiving complete documents.
Send claim payment in 3 working days upon approval.
Communication with Care
We let you know when we receive your claim, require additional documents and outcome of your claim. Our staff and agent are professionally trained to guide you whenever you need help.
Customer Experience
Your feedback is important to help us serve you better. If you have a complaint, we will deal with it seriously.
Fairness
We understand your claim is important to you. We treat every customer fairly. We ensure our claims process is clear, transparent, and without customer bias.
Privacy
We take your privacy seriously and will protect it at all times.