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HomeCustomer ServiceCS Guide for Individuals
CS Guide for Individuals
About Enrollment 
Enrollment Guidelines
The process of buying insurance is in itself a process of signing an insurance contract. Your provision of accurate and comprehensive relevant information is integral to an effective insurance contract, and also forms the basis on which we offer you with quality services.
Where to Buy Insurance
  1. We have many professional agents to assist you in the buying process;
  2. You can also buy insurance via our partner banks and insurance agents.
Buying Process
  1. After selecting the appropriate insurance plan, please complete the application form in detail, check against the relevant documents for information provided in the application form, and submit the form together with your initial premium installment payment to your agent;
  2. We will verify the information you provided in the application form. You may be required to take a health check-up or provide additional relevant documents where necessary.
  3. Once your information is verfied and approved,  we will prepare your insurance policy.
  4. The insurance policy and receipt for initial premium payment will be passed on to you through your agent. Please sign on the stub to confirm receipt, and return the same to our office.
About Premium Payment 
Payment Methods
We offer different ways to make your premium payment more convenient. Details are as follows:
Payment method
Procedures
 
Pay at Bank
Hong Kong
  1. By cash
    Please bring your payment advice and pay at selected banks (our bank account number, transaction number and payment amount are printed on the advice)
  2. By Cheque / Bank Draft
    The cheque should be payable to “China Life Insurance (Overseas) Co. Ltd. Hong Kong”

    (HKD Premium) Bank of China HKD account number: 014-676-0008-8014
    (USD Premium) Bank of China USD account number: 012-645-0800-7597

Macau
You can pay your premium at selected banks listed on the back of the payment advice on or before the due date.
 
By Mail
(For crossed
cheques/bank drafts only)
Hong Kong

The cheque/bank draft should be payable to “China Life Insurance (Overseas) Co. Ltd. Hong Kong” and sent to the address:          

22/F, CLI Building, 313 Hennessy Road, Wanchai, Hong Kong (Please send together with the payment advice, or write down the policy number on the back of the cheque.)


Macau

The cheque/bank draft should be payable to “China Life Insurance (Overseas) Co. Ltd.” and sent to the address:

 Alameda Dr. Carlos D’Assumpcao No. 263,22 Andar A,B,K-P , Edif. China Civil Plaza, Macau (Please send together with the payment advice, or write down the policy number on the back of the check)
 
By Direct Debit
Hong Kong
  1. Set up direct debit service
    - Direct Debit Authorization Form – Hong Kong Bank
    - Direct Debit Authorization Form – Nanyang Commercial Bank (China Life policies)
    - Direct Debit Authorization Form – Investment-linked policies
  2. Payments will be withdrawn from your designated account regularly.

Macau
You can bring along the payment advice to arrange for direct debit service at your bank.
For details, please contact your agent or call our Customer Service Hotline at (853)2878 7288.
(Monday - Friday 9:00am -5:45pm except public holidays)
 
By PPS (Payment by Phone Service)
Hong Kong
  1. Call 18033 or login the PPS website to pay your premium.
  2. Our merchant number for PPS is 9375. Please enter the 16-digit bill number printed at the lower right hand corner of your payment advice when you pay via PPS.

Macau
Not applicable.
 
By Internet Banking
Hong Kong
  1. Login to your internet banking service and select “Pay Bills”;
  2. Select the bank account to settle the premium;
  3. Select “China Life Insurance (Overseas) Co. Ltd. Hong Kong”as the payee;
  4. Enter the bill number and the premium amount.

Macau
Not applicable.
 
At Customer Service Centre
Hong Kong
  1. Pay by cheque, or cash not exceeding HKD10,000
  2. Please bring along your payment advice

Macau
  1. Pay by cheque, or cash not exceeding MOP20,000
  2. Please bring along your payment advice
 
Overseas Payment
Hong Kong
  1. Remit your payment to the following Bank of China bank account:
    - HKD Premium: 014-676-0008-8014
    - USD Premium: 012-645-0800-7597
  2. Please fax the remittance advice/confirmation to (852) 2892-0520
  3. Relevant remittance cost will be borne by the customer

Macau
Not applicable.
Download Forms
  • 《Direct Debit Authorization Form – Hong Kong Bank》Hong Kong
  • 《Direct Debit Authorization Form – Nanyang Commercial Bank (Tai Ping Life) policies》Hong Kong
  • 《Direct Debit Authorization Form – Investment-linked policies》Hong Kong
Profile Amendent 
How to make amendments to your policy?
Your policy is a legal binding contract. If you wish to amend its content, an application should be made by the policyholder per guidelines stated below. The amendment will become effective only after our approval.
Amendments to Traditional Life Insurance Policy
Change subject
Document(s) required
Remarks
 
Change of address or phone number
- Request via email or fax.
- Effective from the date of change
 
Change of name or identity
- Proof of personal identity
- Relevant supporting document, such as Deed Poll.
- The name/identity type/identity number of the insured can be changed, but the insured cannot be changed.
 
Change of gender, date of birth or occupation
- Original policy
- Proof of personal identity
- Relevant supporting document
- If the premium paid is less than the actual premium payable, the policy holder has to make up the shortfall and accumulated interest; If the premium paid is more than the premium payable, the difference will be reimbursted to the policyholder without interest.
- The amendment must comply with the insurance contract and our company policy.
 
Transfer of Policy Ownership
- Original policy
- ID copy, proof of relationship with the insured, and signature of the new policyholder.
- Effective from the date of approval
 
Collateral Assignment
- Original policy
- Effective from the date of approval
 
Change of Basic Sum Insured
- Original policy
- Proof of personal identity
- Effective from the policy anniversary after our approval.
- The amendment must comply with our company policy
 
Addition Rider
- Original policy
- Proof of personal identity
- Effective from the policy anniversary after our approval.
- Addition of riders will only be effective after the premium has been paid.
- The amendment must comply with our company policy.
 
Cancellation
- Proof of personal identity
  
 
Change of Beneficiary
- Proof of personal identity
- Effective from the date of approval
 
Change of Dividend Options
- Proof of personal identity
- Effective from the next policy anniversary date
 
Change of Payment Method
- If change is required during the cooling-off period, the original policy receipt and request of any shortfall are required.
- Proof of personal identity
  
 
Reinstate Policy
- Occupation details and other relevant documents
- Proof of personal identity
- Request must be made within 2 years after the policy is invalidated.
- With the approval of our Company, with all outstanding premium and accrued interest settled.
 
Addition of  Trustee of Beneficiary
- Original policy
- Proof of personal identity
- Effective from the date of approval
 
Policy Paid-up
- Original policy
- Proof of personal identity
- Effective from the next policy anniversary
 
Request Policy Copy
- Handling fee of HK$200
- Proof of personal identity
  

Download Forms
  • 《Request for Change of Policy Information》Hong Kong   Macau
  • 《Reinstatement Application Form》Hong Kong
  • 《保單信託聲明書》Hong Kong
  • 《Lost Policy Declaration (request for duplicate copy)》Hong Kong
  • 《Collateral Assignment Form》Hong Kong



 
About Benefit
Collect Your Policy Dividend
If you indicated on the application form to “Take cash”, we will send you a cheque for the dividend of the previous policy year after the policy anniversary day.

If you have selected the option "Deposit for interest" in the application form, dividend distributed will be retained in your account and accumulated with interest automatically. To withdraw your dividend, simply send us the completed form with a copy of your ID card and bank account information (if applicable).  Once completed, we will process the dividend payment in accordance with your instruction.
Collect Your Maturity Benefit
You can apply for Maturity benefit after your insurance policy matures. Simply download and send us the completed form with a copy of your ID card, the original policy document and bank account information (if applicable). Maturity benefit will be paid in accordance with your instruction.
Collect Your Policy Coupons
You can choose to withdraw coupons regularly or deposit them with our company to earn interest, declared on each policy. If you need to withdraw policy coupons, you may download and send us the completed form with a copy of our ID card, the original document and bank account information (if applicable). Upon completion of required procedures, we will process the payment in accordance with your instructions.
Apply Policy Loan
To meet your financial needs, you may apply for policy loan of up to 90% of the policy cash value at time of application. The loan can be repaid at anytime in full or in parts, with a minimum repayment amount of HK$10,000 each time. You just have to pay the relevant loan interest every policy year. Simply download and send us the completed form with a copy of your ID card, original policy document and bank account information (if applicable). Upon completion, we will process the payment in accordance with your instructions.
Download Forms
About Claim
Submit a Claim
Should any claimable events covered by the policy occur, the Policyholder or Beneficiary can submit a claim according to the guidelines below. After we collect the necessary documents of proof, we will pay the Policyholder or Beneficiary according to policy terms.
Claim event
Document(s) required
Remarks
 
Death claim of life insurance
- 《Application Form For Death Claim》
- Original policy
- Death Certificate
- Identity card of the deceased
- Identity card of the beneficiary
- Relationship proof of the insured and beneficiary
- Death certification (applicable to claims occurred in China)
- Household certificate cancelled (applicable to claims occurred in China)
- Medical certificate of resident's death (applicable to accidents occurred in China)
- Funeral and cremation certificate (applicable to claims occurred in China)
- Trustee documents (e.g. certificate of guardianship) (where applicable)
- Estate Administration Document(where applicable)
- Other document proofs (where applicable)
- Accident/Police investigation report (applicable to accidental death)
- Autopsy report (where necessary)
- Clinical or Hospital records (where necessary)
  
 
Critical Illness / Major Sickness
- 《Dread Disease Claim Application Form(Part I) 》
- Attending physician’s medical certificate
- 《Dread Disease Claim(Part II) - Cancer》
- 《Dread Disease Claim(Part II)- Heart Disease》
- 《Dread Disease Claim(Part II)- Heart Valve Replacement》
- 《Dread Disease Claim(Part II) - Others》
- Relevant pathology / confirmation report
- Original policy
  
 
Accidental Disability
- 《Accidental Dismemberment Claim Form》
- 《Attending Physician's Statement For Accidental Permanent Disability》
- Certificate of Injury/Disability (where necessary)
- Relevant medical certificates or other required document proof
- Original policy
We may arrange our designated doctor to conduct a medical examination if needed
 
Accidental Sick Leave
- 《Individual Accident Claim Form》
- Sick leave certificate from registered physician
- Employer’s confirmation on sick leave period (where necessary)
- Certificate of injury/disability (where necessary)
- Other relevant medical reports or document proofs
We may arrange our designated doctor to conduct a medical examination if needed
 
Accident incurred Medical Expenses
- 《Individual Accident Claim Form》
- Receipts of medical expenses relating to the accident
  
 
Hospitalization Medical Expenses / Hospital Cash
- 《Individual Hospitalization Claim Form》
- Original hospital bill with itemized expenses (only copy is required for Hospital Cash claims)
- Hospital discharge certificate with clear description of diagnosis (applicable to hospitalization at Hong Kong public hospitals)
- Breakdown of In-patient treatment cost details (applicable to accidents occurred in China)
- Details of indemnity paid by other insurance policies (applicable to claim for the unpaid balance)
If relevant claims have been indemnified by other insurance companies, please provide breakdown of such indemnity
 
Waiver of Premium
- 《Waiver of Premium Claim Form》
- 《Attending Physician 's Statement For Permanent Disability》
- Relevant pathology / confirmation report
- Sick leave certificate from registered physician
- Employer’s confirmation on sick leave period (where necessary)
- Certificate of injury/disability (where necessary)
  
 
Payor Benefit
- 《Waiver of Payor Benefit Claim Form 》
- Death certificate (where applicable)
- Relevant pathology / confirmation report
- Sick leave certificate from registered physician
- Employer’s confirmation on sick leave period (where necessary)
- Certificate of injury/disability (where necessary)
  
 
Lady’s health
- 《IN Lady Insurance Claim Form》
- Relevant pathology / confirmation report
  
 
New born babies
- 《IN Lady Insurance Claim Form》
- Copy of birth certificate
  
 
Other claims
- Please call our Customer Service Hotline
  

Download Forms
  • 《Application Form For Death Claim》Hong Kong  Macau
  • 《Individual Accident Caim Form》Hong Kong  Macau
  • 《Dread Disease Claim Application Form(Part I)》Hong Kong
  • 《Dread Disease Claim(Part II)- Cancer》Hong Kong
  • 《Dread Disease Claim(Part II)- Heart Disease》Hong Kong
  • 《Dread Disease Claim(Part II)- Heart Valve Replacement》Hong Kong
  • 《Dread Disease Claim(Part II) - Others》Hong Kong
  • 《Accidental Dismemberment Claim Form》Hong Kong  Macau
  • 《Attending Physician's Statement for Accidental Permanent Disability》Hong kong 
  • 《Individual Hospitalization Claim Form》Hong Kong  Macau
  • 《Waiver of Premium Claim Form》Hong Kong
  • 《Attending Physician 's Statement for Permanent Disability》Hong Kong
  • 《Waiver of Payor Benefit Claim Form 》Hong Kong
  • 《IN Lady Insurance Claim Form》Hong Kong  Macau