Customer Supports

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Frequently Asked Questions

Policy information is part of the asset of our clients. We, therefore, accept the enquiry or application of change of policy details from the policyowner or assignee only in order to protect their privacy, assets and benefit.

If clients need to enquiry about policy details through a third party, they can submit a signed written for a one-time authorisation, and its approval is subject to verification against our records. Alternatively, they may call our Customer Service Hotline to request over the phone for a one-time authorisation of such enquiry by a designated third party. The Company may give a concessional approval for an enquiry of policy details through a third party.

Policy information is part of the asset of our clients. We are accountable for protecting their privacy, assets and benefits. Owing to the possible risks involved in sending encrypted emails, we do not, under general circumstances, provide any policy details via emails.

The policyowner can refer to the policy contract, policy anniversary statement (if applicable) or confirmation letter for change of policy details (if such change, or other changes of similar nature, has been made). Alternatively, if the policyowner holds an account of “iService”, the exclusive online portal for our clients, he/she can login to it and enquire about relevant details. In addition, the policyowner can contact his/her Licensed Insurance Intermediary or our Customer Service Hotline for assistance, or submit a written request to our Customer Service Department. We will then provide the relevant details by correspondence accordingly.

Our Customer Service Officer will verify the caller’s identity to ensure he/she is the policyowner before providing the policy/surrender value for reference over the phone. However, the coverage amounts and beneficiary details of the policy contract are considered sensitive information. Therefore, our Customer Service Officer will not disclose such information over the phone. If the policyowner would like to enquire such information, he/she can submit a written request to our Customer Service Department and we will provide the requested details by correspondence accordingly.

The “iService” online service allows clients to review details of all in force policies under their names, including personal particulars, contact details, policy basic information, policy status, current protection plan, current policy values, premium due date, premium payment history for the past year and application details for change of premium allocation or investment choice of investment-linked policy via “iService” for the past year.

To register for an account, please click here.If the registration is successful, you will receive an email for activating the account. A password notification letter will also be sent out by mail automatically to your correspondence address in our record. When you receive this password notification letter, you can get access to “iService” by following the instructions provided in the account activation email and entering the pre-set password stated in the password notification letter for first-time login. After the first-time login is completed and your password is changed, you will be able use “iService”. Clients may then be able to login to “iService” anywhere at any time to review their policies and enquire about policy details.

All premiums should be paid by the policyowner. If the policyowner is not able to pay the premiums in person, he/she may authorise a designated and approved third party (including spouse, parents, children, siblings, grandparents or grandchildren) with a “Premium Payment Declaration Form” duly signed by the payor and policyowner to pay the premiums on behalf of the policyowner. If the premium payment is made in cash, by crossed cheque, bank draft, remittance or EPS, the payor is required to submit necessary documents (e.g. copy of birth certificate or marriage certificate) to prove his/her identity of a designated and approved third party to pay the premiums on your behalf. Please note specifically that for total premiums of HKD 50,000 or above (or its equivalent in any other currency), the relevant payor must submit a copy of proof of identity for identification and record. All third-party payments are subject to approval by the Company.

The purchase of a long-term insurance policy (life insurance policy) in Hong Kong is being protected by the "Guideline 29 - Guideline on Cooling-off Period” which is formulated by the Insurance Authority ("IA"). The guidelines allow policyowner to review the terms of the insurance contract within a reasonable time after the insurance contract is issued, and change the previous purchase decision. Please note that the cooling-off period is only applicable to newly purchased life insurance policies, and the new add-on contract is not applicable to existing policies in effect.

Policyowner has a right to cancel the policy within the Cooling-off Period and obtain a refund of any premiums and levies paid by giving a written notice to us (for investment-linked insurance plan, less a deduction of the amount (if any) by which the value of the investment has fallen at the time when the cancellation notice is received by us). Policyowner must sign the notice of cancellation, return the policy (if applicable) and ensure that the notice and policy (if applicable) must be received directly by our office at 19/F, 1111 King's Road, Taikoo Shing, Hong Kong within 21 calendar days Cooling-Off Period (that is, within 21 calendar days immediately following the day of delivery of the policy to the policyowner or policyowner’s nominated representative). No refund of premium and levy paid can be made if a claim payment under the policy has been made prior to policyowner request for cancellation.

After the expiration of the Cooling-off Period, if policyowner cancel the policy before the end of the policy term, the projected total cash value/surrender benefit (if any) may be less than the total premium the policyowner has paid.   

There are various protection plans (such as medical, hospitalization, critical illness) that are subject to a waiting period stated in the respective policies. If a claim on insurance against an illness is submitted within the waiting period and after the effective date of the policy, no claim payment will be payable for the medical expenses incurred due to the illness or its symptom(s) manifested. For terms and conditions of the waiting period, those stipulated in the policy contract shall prevail.

A grace period is a period of time within 31 calendar days from the premium due date and in which the policy is still in force even without payment of premium.

The policyowner can call our Customer Service Hotline or send a written to our Policy Administration Team with signature identical to the one in our record for re-issuing relevant documents. Once the application is approved, the relevant documents will be sent by mail to the policyowner’s correspondence address in our record.

You need not worry when your Licensed Insurance Intermediary has left the Company. According to the company procedures, a new Licensed Insurance Intermediary will be assigned, who will follow up on your policy matters. Your benefits and rights under your policy will not be affected in any case. You may also contact our Customer Service Department for enquiry and follow-up on your policy during our office hours.