Claims  

Procedures:

Forms:

You can now download the following claims-related forms. After downloading, fill in the forms and mail them to us. If you can't find the form that you want or if you have further enquiries, please call our Customer Service Centre during business hours at 03-2095 7612 / 7613. Our customer service staff will be pleased to assist you.

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A. Death Claim

No Death causes/Situation Forms required
(1)

Death due to natural causes i.e. sickness, disease, old age, etc.
  • Claimant's Statement
  • Attending Physician's Statement from all doctors who treated the Deceased for his last illness
  • Policy Contract
  • Certified true copy of Deceased's IC or Passport or Citizenship Certificate or Birth Certificate
  • Certified true copy of the Death Certificate
  • Authorisation to Release Information (5 copies, to be signed only)
(2)

Death due to accidental causes, including suicide and drowning. In addition to the items in (1), the following are also required.
  • Autopsy Report
  • Police Report
  • Newspaper cuttings, if any
(3)

Death of the policyowner of juvenile policies

Items mentioned in (1) and items in (2) if death was due to accident, except that "Claimant" refers to the legal guardian of the child

(4)

If the nominee is less than 18 years of age at the time of claim, then the Claimant's Statement is to be completed by the nominee's parent or legal guardian. The company also requires:
  • Certified true copy of the nominee's Birth Certificate or IC
  • Certified true copy of the nominee's parent or legal Guardian's IC
  • Nominee’s parent or legal guardian’s address

If the original Policy Contract has been lost, then a Declaration of Loss and Request for Duplicate Policy Form is to be completed by the Claimant.

B. Accidental Injury, Dismemberment and Hospitalisation Claim

Documents required:

  • Claim Form (Hospitalisation Claim Form / Accident Indemnity Form)
  • Certified true copies of Medical Leave
    • Certificates, if applicable
  • Police Report, if any
  • Newspaper cuttings of accident, if any
  • Authorisation to Release Information (5 copies, to be signed only)

C. Total And Permanent Disability Claim

Documents Required:

  • Claimant’s Statement
  • Medical Report form from all Attending Physicians who treated the insured
  • Policy Contract
  • Authorization to Release Information (5 copies, to be signed only)

The company reserves the right to demand from the Claimant proof of the continuance of disability once every nine months and to examine the Claimant whenever it may be reasonably required.

D. Critical Illness Claim

Documents required:

  • Claimant’s Statement
  • Attending Physician’s Statement from all doctors who treated the Insured for his last illness
  • Results of tests, investigations, biopsies, etc. such as ECG tracings, MRI scans, X-rays, blood and urine tests, etc.
  • Policy Contract
  • Authorization to Release Information (5 copies, to be signed only)

IMPORTANT:

  1. All expenses incurred in getting claim forms completed will have to be borne by the Claimant. Claim forms may be obtained from our agents, Head Office or Branch Office free of any charge.
  2. All photocopies of original documents must be certified by one of the following John Hancock Staff :
    • Sales Directors
    • Assistant Agency Development Managers
    • Assistant Customer Service Managers and
    • Authorised staff at Head Office and Branch Office
  3. The company may require additional proof of claim should the above documents be insufficient to establish death/disability or cause of death/disability.