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Claims made easy

We aim to make the life claims process as simple and easy as possible
Our Claims Promise

Our Claims Promise

A Prudential policy protects you and your family during life’s difficult moments. We pay your claim as quickly as possible and with compassion and care. We make it simple and easy, and only ask for necessary information.
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Know what kind of medical claim you’re making?

Hospital claims
I’ve already paid my bills and I want to be compensated for what I spent

Submit these documents within 90 days after discharge from the hospital or the date of treatment.

  • ID copy of life assured and policy owner

  • Original hospital bill(s), Discharge Summary and original medical receipt(s), with the following information clearly indicated:

    • Consultation date (for outpatient)

    • Admission date / discharge date (for inpatient)

    • Name of patient

    • Diagnosis

    • Breakdown of charges(for reimbursement only)

  • Copy of supporting document(s), e.g. laboratory / X-ray / CT scan / MRI / pathological report, etc. (please do not submit any film and specimen.)

  • Copy of settlement advice from another insurance provider, if any

  • Completed hospital claim form


For SmartAppoint service claims only

Along with the completed SmartAppoint service claim form, please also include these additional documents:

  • Proof on mental incapacity of policy owner by 2 medical practitioners (one should be from the policy owner’s attending doctor)

  • Identity Card of Designated Person

  • Relationship proof between the policy owner and Designated Person


Learn more about SmartAppoint service

Submission instructions

Via eClaim:
Log in to submit a claim.

Demo Video

Via your financial consultant:
Send claim form and relevant documents to your financial consultant and they will manage the claims for you.


Via Post:

Our mailing address

12 Andar A, FIT Centre of Macau, Avenida Doutor Mario Soares

Frequently asked questions

Help with claim forms
How do I fill in my claim form?

Need help with the forms? We’ve prepared some sample claim forms to assist you.

Sample forms

These samples are for reference only. They do not guarantee successful claims or constitute any contract or any part thereof between Prudential Hong Kong Limited (Macau Branch) and any other parties.


Original medical receipts
Can I get them back?

Yes, you can. Remember to complete the Request form for certified true copy of medical receipts and submit it along with your claim form and original medical receipt(s).

Please specify your preferred return delivery option and provide a valid correspondence address.

If you’re from mainland China, you can only request for the return if your medical receipt is issued by a hospital in mainland China. Do reach out to your financial consultant for more details.

Must a doctor complete part II of the claim form?

Yes, it is mandatory in order for us to assess your claim. Unfortunately, you bear the cost of consultation. We may waive part II if client can submit sufficient supporting document eg. discharge slip with final diagnosis for Hospital Authority admission.

Frequently asked questions about hospital claims
General submission instructions and overseas hospitalisation
When should I make my hospital claim?

You're required to submit your claim to us within 90 days from your date of discharge.

Can I claim for my hospitalisation overseas?

Yes, just provide us will all the relevant documents along with your claim form. Only under special circumstances will your claim not be processed.