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Service Pledge

Service Scope Service Type Service Pledge1,2,3
Online Application4 Paper Form Application/Manual Processing
Insurance Application Approval and Issuance of new policies4 1 working day
"Speedy Application Service"
(please refer to Chinese version)
5 working days
Policy Servicing Change of information Simple change5 Real-time completion 3 working days
Other change6 N/A
Value Withdrawal7 Maturity payment,
policy loan (loan amount ≤ HKD50,000)
Real-time completion 2 working days
Other withdrawals8 N/A
Individual Insurance Claims9 Hospitalization Benefit (inpatient expenses/income)/Outpatient Expenses/Accidental Benefit/New Born Baby Bonus
(The amount of each medical receipt ≤ HKD2,000)
1 working day 4 working days
Hospitalization Benefit (inpatient expenses/hospital income)/ Outpatient Expenses/ Accidental Benefit (accidental medical expenses/accidental weekly income/disabilities)/ Critical Illness/ Female Benefit/ Waiver of Premium/ Terminal Illness
(The amount of each medical receipt of out-patient/hospitalization/accidental medical expenses > HKD2,000)
3 working days
Death Claims N/A
Group Insurance Claims9 Outpatient
(The amount of each medical receipt ≤ HKD1,000)
1 working day 5 working days
Outpatient
(The amount of each medical receipt > HKD1,000)

N/A

Hospitalization Benefit/Death Claims N/A
Customer Service Telephone enquiries10 N/A Answer rate ≥ 95%
Reply/progress update to complaint cases 20 working days
Response to general written enquiries11 Check the information in "Customer Portal" instantly and no need to wait for written reply 4 working days

Remarks︰
  1. The above service pledges of "Insurance Application", "Policy Servicing" and "Individual Insurance Claims" are only applicable to individual insurance in Hong Kong whilst service pledges of “Group Insurance Claims” are only applicable to group insurance in Hong Kong. Service pledges of Customer Service are applicable to individual insurance and group insurance in Hong Kong.
  2. Unless otherwise specified, the above service pledges are applicable to cases in which all required documents are received for immediate processing at the time of application and no additional documents/follow-up are required.
  3. Unless otherwise specified, the definition of first working day for "Paper Form Application/Manual Processing" shall be the first working day following the day on which we received all required documents while completion of "Paper Form Application/Manual Processing" refers to the day of approval or issuance of reply letter.
  4. Online application includes "e-Appl" for insurance application and the service platform "Customer Portal" for individual insurance and group medical insurance.
  5. "Simple Change" includes change of address/telephone number/email address, individual self-certification (CRS) - (Individual/Entity/Controlling Person), change of beneficiary, payment mode, payment options and information.
  6. "Other Change" includes change of personal information of policyholder and insured, policy ownership transfer (change of policyholder), etc., except for change types mentioned in "Simple Change".
  7. "Value Withdrawal" solely refers to approval of application excluding payment procedure which service time may be vary from designated payment option.  In general, direct payment to bank account may take around 3 working days, cheque payment may take around 7 working days whereas other payment options may take around 14 working days depending on respective bank.
  8. "Other withdrawals" includes policy loan (over HKD50,000), withdrawal of policy benefits (accumulated dividends/cash coupons/guaranteed annuity payments), refund of extra premiums paid and policy termination, etc.
  9. Service pledges for "Individual Insurance Claims" and "Group Insurance Claims" solely refer to service time for approval of claims excluding procedure for payment of benefit payable.
  10. Service pledge for“Telephone enquiries” refers to the percentage of incoming calls answered by our customer service representatives via hotlines.
  11. "Response to general written enquiries" includes confirmation of beneficiary/policyholder, modal premium amount, the latest policy loan amount, policy status, etc.