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SmartAppoint Service

What happens if you’re mentally incapacitated and unable to file a claim, due to unforeseen circumstances?
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SmartAppoint Service

What is SmartAppoint Service?

SmartAppoint Service is the first-of-its-kind policy service in the market.

It’s a free service which allows you to set up ahead of time, your family member as a Designated Person. Your Designated Person can file a claim and access the claim payment on your behalf with valid medical certificates, should you face the unfortunate situation of mental incapacitation due to sicknesses or unforeseen circumstances.

This service is applicable to selected medical and critical illness products only.

Service at a glance


With SmartAppoint


The claims were processed and paid out promptly, and Alice was able to concentrate on caregiving while being covered financially.

Without SmartAppoint

Without SmartAppoint


Alice would need to go through a long and cumbersome process of legal proceedings of applying to the Court for a Guardianship Order or appoint a committee under the law (for policies issued in Hong Kong) or appoint guardian/tutor through court proceedings (for policies issued in Macau) to file a claim on behalf of Eric.

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Is SmartAppoint available to me?

SmartAppoint Service is available to newly-issued and inforced critical illness or medical products (including basic plans and supplementary benefits), but excludes the products listed below: 


Plan Type

Excluded Products

Critical illness

  • 5YR Renewable Convertible Term with CC
  • 5YR R&C Term with Crisis Cover/ Achiever with Crisis Cover
  • Crisis Cover 12 / Crisis Cover / Crisis Cover Plus
  • Juvenile Crisis Cover
  • 100% Refundable Crisis Cover
  • PRUflexilife
  • Flexi-Loan Crisis Cover Plan


  •  PRUmed Hospital Care Plan / Juvenile PRUmed Hospital Care Plan
  •  PRUparent Hospital Cash Plan
  •  Refundable Hospital Cash Plan
  •  100% Refundable Hospital Income Plan
Important note
  • SmartAppoint is an advanced policy instruction, and not an Enduring Power of Attorney (“EPA”) or Guardianship Order and does not appoint the Designated Person as your attorney or guardian/committee (for policies issued in Hong Kong); and not a power of attorney (“POA”) and does not appoint the Designated Person as your attorney or guardian/tutor (for policies issued in Macau). It is only applicable to selected medical and critical illness products. Please check with your financial consultant for details.
  • If the policyholder has an EPA or a guardian/committee appointed (for policies issued in Hong Kong) or has a POA or a guardian/tutor appointed (for policies issued in Macau), he or she must not apply for SmartAppoint.
  • SmartAppoint is only applicable to policies where the policyholder and the insured are the same person.
  • The Designated Person must be a family member of the policyholder who has reached the age of 18, and must be related to the policyholder as a spouse, parent, child, sibling, grandparent, grandchildren, or any other relationship as approved by Prudential. For details or enquiries, please contact your financial consultant.
  •  Policyholder must notify the Designated Person of this arrangement; Prudential would not proactively liaise with the Designated Person to arrange claims settlement.
  •  Upon submitting a claim, the Designated Person is required to provide medical reports from two registered medical practitioners (one from the policyholder’s attending doctor), any other documents or evidence confirming the policyholder’s mental incapacitation as required.
  • For terms and conditions, please refer to the relevant important notes in the application form.

The above statements of value-added service being the first-in-market is based on a policy services comparison against other critical illness and medical products issued by Hong Kong’s major life insurance companies as of 2 December 2019.

This website is for reference only. It does not represent a contract between Prudential Hong Kong Limited ("Prudential") and any person/organisation. You should read carefully the important notes stated in this leaflet. For the administration rules of SmartAppoint, please contact your Financial Consultant. Prudential has the right to accept or decline any application based on the information provided by the policyholder in the application.

This website is applicable in Hong Kong and Macau only. It is not an offer to sell or solicitation to buy or provide any insurance product outside Hong Kong and Macau. Prudential does not offer or sell any insurance product in any jurisdictions outside Hong Kong and Macau where such offering or sale of the insurance product is illegal under the laws of such jurisdictions.