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  • Claims FAQ

    CLAIM FOR Medical

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    During hospitalisation, if my doctor refers me to another hospital for special tests, is that covered too?

    Yes, as long as the attending doctor referred you. Please remember to keep the hospital receipts for your claim.


    What should I do if I lose any original receipts?

    You need to submit two documents:

    • A certified true copy of the receipt from the hospital or service provider
    • Your written confirmation to confirm that you have not received any reimbursement

    Under what conditions can I skip Part II of the Medical Claim Form, which is supposed to be filled in by the attending doctor?

    Only if you meet all of the following conditions:

    • Your hospitalisation coverage has been effective for more than 2 years
    • You have been admitted to the general ward of a government hospital
    • You can provide a Discharge Summary from a government hospital
    • Your claim is less than US$1,500/HK$12,000

     


    Death Insurance Claim

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    Who can file a death claim?

    In most cases, you need to be the beneficiary of the policy, or the administrator/executor of the deceased’s estate. If the beneficiary is below 18 years old, their parent or legal guardian should file the claim.


    How do I complete a Death Claim Form?

    First, you need to fill in the three following sections of the claim form:

    1. Information of Deceased 
    2. Information of Claimant 
    3. Declaration and Authorisation 

     

    If the policy has more than one beneficiary, each one needs to complete a separate claim form or submit a separate Supplementary Information of Claimant.

    Also, you need to submit the Physician’s Statement part of the Death Claim Form, completed by the deceased’s attending doctor.


    What do I need to apply for a death certificate in mainland China?

    You need to complete an application form with the deceased's personal details. You also need the following documents:

    1. Notarised Certificate of Death 
    2. If the death occurred in hospital, you need a medical certificate from that hospital showing the cause of death 
    3. If the death did not occur in hospital, you need a death certificate (showing the cause of death) issued by the local police 
    4. The Hong Kong or Macau ID card and China re-entry permit or travel document of the deceased (for Hong Kong or Macau resident) 
    5. The De-registration of Residence of the deceased (for citizen of mainland China) 
    6. Your own Hong Kong or Macau ID card and China re-entry permit or travel document

    How can I file a claim for a missing person?

    You can apply to the Court for a Declaration of Presumption of Death after the person has been missing for 7 years. Before the presumption is declared, you need to continue paying the premiums. Later, we will calculate and refund any overpayment based on the date of the declaration.

    We reserve the right to recover the proceeds if the insured person is later found alive.


    Who receives the payout of a death claim?

    The payment is made to the beneficiary of the policy. However, if:

    • the beneficiary is below 18 years old, the proceeds are given to their surviving legal guardian as trustee.
    • the beneficiary of the policy dies before the insured, the proceeds are owned by the policyholder.
    • the policy is assigned to someone else, we firstly follow the Assignment Deeds and give the assigned amount to the assignee, or the executors / administrators of their estate; any balance goes to the beneficiary.
    • no beneficiary is assigned, and the policyholder is still alive, the proceeds are owned by the policyholder.
    • no beneficiary is assigned, and the policyholder has died, the proceeds go into the policyholder’s estate.

    Do I need to pay estate duty on the proceeds of a death claim?

    No. The proceeds of a death claim are not subject to estate duty in Hong Kong.


    General Questions about Claims

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    Where should I hand in the claim documents?

    You can either give them to your financial planner or broker, or mail them to us at:

    Hong Kong:
    AIA Wealth Select Centre,
    12/F AIA Tower,
    183 Electric Road, North Point,
    Hong Kong

    Macau:
    AIA Customer Service Centre,
    Unit 1903, 19/F AIA Tower,
    Nos. 251A-301 Avenida Comercial de Macau, Macau


    When should I hand in the claim?

    Please send us the Claim Form with the supporting documents within 90 days of the accident, discharge from hospital or death of the insured.


    What is a valid medical receipt?

    It should include the following information:

    • Full name of patient
    • Date of consultation 
    • Diagnosis 
    • Breakdown of charges 
    • Official stamp of service provider or signature of doctor

    What should I do If I want AIA to return any original documents?

    Please fill in the Request for Return of Original Documents Form (click here), and hand it in with your claim.


    If I have already been reimbursed by another insurance company, do I need to submit any other documents?

    Yes, in addition to the claim form and the original receipts, please provide a breakdown of the reimbursement from the other party so we can process the payment of any balance.


    Who will receive the benefit for hospitalisation, critical illness, accident and disability claims?

    These benefits are paid to the policyholder. If the policyholder has died, it goes into their estate.


    Contact aia
    Hong Kong
    • Customer Service Centres:
      • Prior booking is highly recommended - Customer Service Centre will serve customers who have made appointment with priority. Customers could book service via our mobile application AIA Connect (Profile > Contact AIA > Customer Service Centre Enquiry Appointment Service) or book it via our corporate website ( https://www.aia.com.hk/en/help-and-support/individuals/appointment-form.html).

    Hong Kong

    Hotlines

    Individual –
    (852) 2232-8888

    Corporate Solutions –

    • Group: (852) 2200-6333
    • MPF/ORSO/Macau Pension:
      • Employer: (852) 2100-1888
      • Employee/Self-employed: (852) 2200-6288

     

    Customer Service Centres

    Hong Kong Island
    AIA Wealth Select Centre
    12/F, AIA Tower,
    183 Electric Road,
    North Point, Hong Kong

    Kowloon
    Suite 1313, 13/F,
    AIA Kowloon Tower,
    Landmark East, 100 How Ming Street,
    Kwun Tong, Kowloon, Hong Kong

    Mon-Fri: 8:45am – 6pm
    (Open through lunch)
    Sat, Sun & Public Holidays Closed 

    Macau

    Hotlines

    Individual –
    (853) 8988-1822

    Corporate Solutions –

    • Group: 0800 516
    • MPF/ORSO/Macau Pension:
      • Employer: 0800 183
      • Employee: 0800 272

     

    Customer Service Centre

    1903, AIA Tower,
    Nos. 251A-301, Avenida Comercial de Macau, Macau

    Mon-Fri: 08:45am – 5:15pm
    (Open through lunch)
    Sat, Sun & Public Holidays Closed

    Contact aia
    Hong Kong
    • Customer Service Centres:
      • Prior booking is highly recommended - Customer Service Centre will serve customers who have made appointment with priority. Customers could book service via our mobile application AIA Connect (Profile > Contact AIA > Customer Service Centre Enquiry Appointment Service) or book it via our corporate website (https://www.aia.com.hk/en/help-and-support/individuals/appointment-form.html).

    Hong Kong

    Hotlines

    Individual –
    (852) 2232-8888

    Corporate Solutions –

    • Group: (852) 2200-6333
    • MPF/ORSO/Macau Pension:
      • Employer: (852) 2100-1888
      • Employee/Self-employed: (852) 2200-6288

     

    Customer Service Centres

    Hong Kong Island
    AIA Wealth Select Centre
    12/F, AIA Tower,
    183 Electric Road,
    North Point, Hong Kong

    Kowloon
    Suite 1313, 13/F,
    AIA Kowloon Tower,
    Landmark East, 100 How Ming Street,
    Kwun Tong, Kowloon, Hong Kong

    Mon-Fri: 8:45am – 6pm
    (Open through lunch)
    Sat, Sun & Public Holidays Closed

    Macau

    Hotlines

    Individual –
    (853) 8988-1822

    Corporate Solutions –

    • Group: 0800 516
    • MPF/ORSO/Macau Pension:
      • Employer: 0800 183
      • Employee: 0800 272

     

    Customer Service Centre

    1903, AIA Tower,
    Nos. 251A-301, Avenida Comercial de Macau, Macau

    Mon-Fri: 8:45am – 5:15pm
    (Open through lunch)
    Sat, Sun & Public Holidays Closed

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