Life Insurance Company | Hong Leong Assurance Malaysia

How do I submit a claim?

How to enquire if I wish to check the claim status or further clarify any doubts in claim decision?

If I am not satisfied with the claim decision, how can I submit an appeal or complaint?

Where can I obtain the claim requirement letter?

Who can certify the claim documents?

Can a claim for medical reimbursement be made with photocopied, duplicated copy, reprinted copy, certified true copy of bill and/or receipt?

Where can I obtain the form to declare loss of original receipts, bills and tax invoices?

If the employer or other insurance company does not cover the medical expenses in full, can the Policy Owner claim for the balance under the Hospital and Surgical plan in HLA?

Outpatient Cancer Treatment

Outpatient Kidney Dialysis

How to submit the request for reimbursement of medical report fee?

Who is the rightful payee of the claim?

Who is the rightful payee for Mortgage Decreasing Term Assurance (MDTA) / Credit Life / Hire Purchase?

What is the MDTA sum assured to be paid?

What should I do if the claim cheque is lost in transit or staled?

What is Direct Credit / E-Payment?

What documents are required for Direct Credit / E-Payment?

What will happen to claim payment which cannot be credited into the claimant’s account?

How will the claim payment be made if the payee has been blacklisted by the Bank / adjudicated a bankrupt and unable to open a bank account?

What is HLA360?

How do I submit claim through HLA360?

What are the types of claim that are eligible for waiver of original documents through HLA360?

Claim Type	Claims Threshold for Waiver of Original Documents (RM)
Hospital Benefit for Childbirth	2,000.00
Hospital Benefit	300.00
Hospital and Surgical – Pre and Post Hospitalisation	300.00
Hospital and Surgical – Outpatient Physiotherapy	300.00
Weekly Indemnity	300.00

After submitting the claim through HLA360, do I still need to keep the original documents?

What happens if I had lost the original documents?

Can I still submit claim through the app if my claim exceeds the claim threshold?

Documentation of the Respective Claim Types

Important Note

1. *Certification of documents as “Original Sighted” should only be done by either Solicitor, Commissioner for Oaths, HLA Head Office and Branch Executive / Manager, Agency Manager or Unit Manager.Certification by Unit Manager needs to be countersigned by Agency Manager.

2. **Certification of documents as “Original Sighted” should only be done by either Solicitor, Commissioner for Oaths, HLA Head Office and Branch Executive / Manager, Agency Manager or Unit Manager.

Death Claim

i. Claim Forms:
a. Death Claim Application Form duly completed by the person entitled to the policy moneys.
b. Medical Attendant’s Report for Death Claim duly completed by a registered medical practitioner at the claimant’s own expense.

ii. Supporting Documents:
a. Original sighted copy of Death Certificate*.
b. Original Policy Contract / Deed of Assignment / Assurance Certificate.
c. Other supporting documents to prove the eligibility of cover for Non-Employee Benefits type of Group Term Life Policy and Other Financial Institution Group Policy.
d. Original sighted copy of last two (2) months’ Payslips* and Appointment Letter* (Applicable only for Employee Benefits policy).
e. Original sighted copy of Post Mortem report* (if any).
f. Original sighted copy of Police Report* if the cause of death was due to accident and if a report has been lodged to the police.
g. Newspaper cuttings (if the incident is reported in the newspaper).
h. Original sighted copy of deceased’s Birth Certificate** / Identity card (for non-foreigner)** / Passport (for foreigner)** / Patient Card.
i. Proof of Relationship of the Claimant / Next-of-Kin / Policy Owner to the Deceased i.e. Original sighted copy of Birth Certificate** or Marriage Certificate*.
j. Original sighted copy of the claimant’s Identity card (for non-foreigner)** or Passport (for foreigner)** is required for claim payment via Direct Credit / E-Payment.
k. A photocopy of Bank Statement or Bank Passbook for Direct Credit / E-Payment.
l. Direct Credit / E-payment Form duly completed by the person entitled to the policy moneys.

Living Claim inclusive of 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

i. Claim Forms:
a. Living Claim Application Form duly completed by the person entitled to the policy moneys.
b. Medical Attendant’s Report duly completed by a registered qualified physician at the claimant’s own expense.

ii. Supporting Documents:
a. Original Policy Contract / Deed of Assignment / Assurance Certificate.
b. Other supporting documents to prove the eligibility of cover for Non-Employee Benefits type of Group Term Life Policy and Other Financial Institution Group Policy.
c. Original sighted copy of last two (2) months’ Payslips* and Appointment Letter* (Applicable only for Employee Benefits policy).
d. Original sighted copy of Police Report* if the cause of disability was due to accident and if a report has been lodged to the police.
e. Original sighted copy of laboratory / test report* if diagnostic or investigation has been carried out.
f. Original sighted copy of the Life Assured’s (event person) Identity card (for non-foreigner)** or Birth Certificate** or Passport (for foreigner)**.
g. A photocopy of itemised in-patient bills and receipt (applicable only for Facial Reconstructive Surgery Claim).
h. Original sighted copy of the Policy Owner’s Identity card (for non-foreigner)** or Passport (for foreigner)** is required for claim payment via Direct Credit / E-Payment.
i. A photocopy of Bank Statement or Bank Passbook for Direct Credit / E-Payment.
j. Direct Credit / E-payment Form duly completed by the person entitled to the policy moneys.

Hospitalisation Benefit / Hospital Income Benefit / Hospital & Surgical Claim

i. Claim Forms:
a. Hospitalisation Benefit / Hospital Income / Hospital & Surgical / Personal Accident / Dismemberment Claim / Loss of Travelling Documents Application Form duly completed by the person entitled to the policy moneys.
b. Medical Attendant’s Report on Hospitalisation Benefit / Hospital Income / Hospital & Surgical / Personal Accident / Dismemberment Claim duly completed by a registered medical practitioner at the Claimant’s own expenses.

ii. Supporting Documents:
a. Original itemised hospital bill for Hospital & Surgical claim.
b. A photocopy of itemised hospital bill is required for Hospitalisation Benefit / Hospital Income Benefit claim.
c. Original official receipts and tax invoices for Hospital & Surgical claim.
d. Confirmation letter on incurred expenses being reimbursed by other party i.e. SOCSO, other Insurer, Employer (if applicable).
e. Original sighted copy of Police Report* if the cause of disability was due to accident and if a report has been lodged to the police.
f. A photocopy of event person’s Birth Certificate / Identity card (for non-foreigner) / Passport (for foreigner) / Patient Card.
g. Original sighted copy of the Policy Owner’s Identity card (for non-foreigner)** or Passport (for foreigner)** is required for claim payment via Direct Credit / E-Payment.
h. A photocopy of Bank Statement or Bank Passbook for Direct Credit / E-Payment.
i. Direct Credit / E-payment Form duly completed by the person entitled to the policy moneys.

Hospital Benefit on Childbirth Claim

i. Claim Forms
a. Hospitalisation Benefit on Childbirth Claim Application Form duly completed by the person entitled to the policy moneys.

ii. Supporting Documents:
a. Original sighted copy of child’s Birth Certificate**.
b. Original sighted copy of itemised hospital bill*.
c. Original sighted copy of the Policy Owner’s Identity card (for non-foreigner)** or Passport (for foreigner)** is required for claim payment via Direct Credit / E-Payment.
d. A photocopy of Bank Statement or Bank Passbook for Direct Credit / E-Payment.
e. Direct Credit / E-payment Form duly completed by the person entitled to the policy moneys.

Personal Accident / Dismemberment Claim

i. Claim Forms:
a. Hospitalisation Benefit / Hospital Income / Hospital & Surgical / Personal Accident / Dismemberment Claim Application Form duly completed by the person entitled to the policy moneys.
b. Medical Attendant’s Report on Hospitalisation Benefit / Hospital Income / Hospital & Surgical / Personal Accident / Dismemberment Claim duly completed by a registered medical practitioner at the Claimant’s own expenses.

ii. Supporting Documents:
a. Original copies of itemised hospital bill(s) and receipt(s).
b. A photocopy of X-ray report (if any).
c. A photocopy of medical leave / light duty certificate(s).
d. Newspaper cutting (if the incident is reported in the newspaper).
e. Original sighted copy of Police Report* if the cause of disability was due to accident and if a report has been lodged to the police.
f. A photocopy of event person’s Birth Certificate, Identity card (for non-foreigner), Passport (for foreigner).
g. Original sighted copy of the Policy Owner’s Identity card (for non-foreigner)** or Passport (for foreigner)** is required for claim payment via Direct Credit / E-Payment.
h. A photocopy of Bank Statement or Bank Passbook for Direct Credit / E-Payment.
i. Direct Credit / E-payment Form duly completed by the person entitled to the policy moneys.

Frequently Asked Questions