Claims Procedure

Once a claim notification has been submitted to us, we will assess it and determine if there are further documents needed. We will then notify you in writing and send the claim requirement letter.

Certification of documents as “Original Sighted” can be done by Solicitors, HLA Head Office and Branch Executive / Manager, Agency Manager / Unit Manager or Commissioner for Oaths.

 

Note: Certification of documents other than Birth Certificate, Identity card (for non-foreigner) and Passport (for foreigner) as “Original Sighted” by Unit Manager must be countersigned by the Agency Manager.

Original bills, receipts and tax invoices are required for a medical reimbursement claim. However, should the original receipts, tax invoice or bills be lost / misplaced, kindly make a Statutory Declaration of the Loss of Original Receipt / Bill before Commissioner for Oaths and return it with the certified true copy of the receipts / bills by the issuing party.

The form can be obtained from HLA Head Office or any HLA branches.

Yes, in order to claim for the balance under Hospital and Surgical plan in HLA, please submit claim documents including the claim settlement advice / approval letter and copies of bills, official receipts and tax invoices certified by the other paying party (e.g. insurance company or employer).

Submit the original bills, receipts and tax invoices to HLA Head Office or the nearest HLA branch with relevant claim forms such as notification form, e-payment form and Medical Attendant Report on Outpatient Cancer Treatment.

Yes, in order to claim the balance under Hospital and Surgical plan in HLA, please submit the claim documents including the claim settlement advice / approval letter and copies of bills, official receipts and tax invoices certified by the other paying party (e.g. insurance company or employer).

Submit the original bills, receipts and tax invoices to HLA Head Office or the nearest HLA branch with relevant claim forms such as notification form and e-payment form.

Yes, in order to claim the balance under Hospital and Surgical plan in HLA, please submit the claim documents including the claim settlement advice / approval letter and copies of bills, official receipts and tax invoices certified by the other paying party (e.g. insurance company or employer).

You may check the status of your claim via the following options:

 

1. Contact Customer Service Hotline at 03-7650 1288.
2. Contact the claim submission branch or any HLA branch nationwide.
   Claim submission branch refers to the branch where the claim documents were submitted.
3. Send an email to customerservice@hla.hongleong.com.my.

If there are dissatisfactions with the claim decision, you may write in your appeal along with the relevant supporting documents for us to reassess and review the claim.

Customer who had assisted HLA in obtaining medical report may request for reimbursement of the medical report fee by submitting the necessary documents as listed below:

 

1. Duly completed Direct Credit / E-Payment Form if not submitted during the claim submission.
2. A photocopy of Bank Statement or Bank Passbook if not submitted during the claim submission.
3. Original sighted copy of Identity card (for non-foreigner) or passport (for foreigner), if not submitted earlier.
4. The original receipt and tax invoice being proof of payment for the medical report.

The claim cheque will be issued to the rightful payee based on the following categories and priority:

 

Living claim i.e. Hospitalisation & Surgical claim,Total & Permanent Disability claim, Weekly Indemnity claim, Dread Disease claim, Hospitalisation Benefit claim

 

1. Absolute assignee.
2. Policyholder.
3. Executor or administrator of the estate of the policyholder, if the policyholder dies before he encashes the cheque.

Death claim – Policyholder’s death

 

1. Assignee.
2. With nomination.
   1. Competent nominee for both trust and non-trust nominee.
   2. If the nominee is a trust nominee who is incompetent to contract, pay to the appointed trustee; if there is no appointed trustee, pay to the parent of the incompetent nominee as presumed trustee.
   3. If the nominee is a non-trust nominee who is incompetent to contract, pay to Public Trustee or a trust company nominated by the policyholder or obtain a Letter of Administration or Grant of Probate.
3. Without nomination.
   1. Pay to policyholder’s spouse, child and parent in accordance with Distribution Act provided that the policyholder never leaves a Will.
   2. If policyholder leaves a Will, pay in accordance with Grant of Probate.
   3. If no Will, no spouse, no child and no parent, pay in accordance with Letter of Administration.

Death claim – Non-policyholder’s death

 

1. Absolute assignee.
2. Policyholder.
3. Executor or administrator of the estate of the policyholder, if the policyholder dies before he encashes the cheque.

The claim cheque will be issued to the Policy Owner which is the Financial Institution (Bank).

The MDTA sum assured will be paid according to the Table of Reducing Sum Assured of the Assurance Certificate.

For claim cheque that is lost in transit or has stale, you may change the method of payment to Direct Credit / E-Payment. Please provide us with the documents listed below which can be obtained from any HLA Head Office / Branches:

 

Cheque lost in transit

 

1. Stop Cheque Request Form.
2. Duly completed Direct Credit / E-Payment Form.
3. A photocopy of Bank Statement or Bank Passbook.
4. Original sighted copy of Identity card (for non-foreigner) or passport (for foreigner).

Stale cheque

 

1. Duly completed Direct Credit / E-Payment Form.
2. A photocopy of Bank Statement or Bank Passbook.
3. Original sighted copy of Identity card (for non-foreigner) or passport (for foreigner).

For Major claims without involving unit redemption, the claim payment shall be ready after 7 Working Days from the date the last document is gathered and investigation had completed. Meanwhile, for unit linked policies involving daily pricing redemption and weekly pricing redemption, additional time is required for the process of selling the units, thus the claim payment shall be ready after 9 and 16 Working Days respectively from the date the last document is gathered and investigation had completed. Major claims include Death claim, Dread Disease claim, Old Age Disablement claim, Total & Permanent Disability claim, Congenital Anomalies claim, Facial Reconstructive Surgery claim and Pregnancy Care or Pregnancy Complication claim.

 

As for Minor claims, the claim payment is ready after 6 Working Days from the date the last document is gathered and investigation had completed. Minor claims include Hospitalisation Benefit claim, Hospital Benefit on Childbirth claim, Hospital & Surgical claim, Personal Accident and Dismemberment claim.

Direct Credit / E-Payment is defined as payment via direct deposit into the rightful payee’s bank account.

The following documents are required:

 

1. Duly completed Direct Credit / E-Payment Form.
2. A photocopy of Bank Statement or Bank Passbook.
3. Original sighted copy of Identity card (for non-foreigner) or passport (for foreigner).

Note: Hong Leong Assurance reserves the right to request for other documents if needed to transact the Direct Credit / E-Payment.

1. Secure – Chance of misplaced, stale, lost or expired will no longer be an issue.
2. Convenient – Fast and convenient as it removes the need to travel and deposit the cheques at the bank as payment are credited directly in the payee’s account.
3. Reduce Cost – Improve sale productivity level and lower the cost of doing business as the resources involved in follow-up and travelling will be reduced.
4. Faster – Funds will be available by the next working day after the payment instruction is sent to bank. Government is currently working with all banks for the same day settlement.

No, you can enjoy the service free of any charges.

Yes, you have to submit a fresh Direct Credit / E-Payment Form.

If funds cannot be credited into the claimant’s bank account due to, for example, incorrect bank account number, closed or inactive bank account, the claim payment will be issued via cheque to avoid unnecessary delay to the payment process.

The payee has to provide an official letter from Malaysia’s Department of Insolvency to allow payment to the rightful debtor or payee.