"Hospital to Prudential"

How many hospitals could support H2P service?

The first network hospital is Gleneagles Hong Kong Hospital, a multi-specialty private hospital located at Wong Chuk Hang on Hong Kong Island South. Prudential will continue to explore opportunities with other hospital operators to allow more customers to benefit. The number of hospitals will be increased in the future.

How could I use the H2P service, and to which kind of claims is it applicable?

When the customer is admitted to the designated hospital, customer could request hospital staff to use H2P service, the staff will provide customer a tablet device to complete a simple claim form and the system will start to process the claim. After the patient is discharged, the medical claims documents will be encrypted and submitted electronically by the hospital to Prudential for processing. This service supports all types of individual hospital reimbursement claims or hospital cash claims except medical policies of general insurance and policies of all direct marketing via phone call.

What documents and when will the hospital submit to Prudential for the claims application on behalf of the customer?

The hospital staff would submit the claim form, medical certification (to be completed by Attending Physician, at the claimant’s expense), invoice & receipts, discharge summary and medical report (if any). The hospital will submit the claim application to Prudential within 7 working days upon discharge.

Does the system support Simplified Chinese input?

Yes, it does.

Does H2P service require customer signature in the claim application?

During the application, the customer is required to sign the claim form via the tablet provided by the hospital, with consent to the authorization for the current claim, and the application would be submitted. If the life assured is 18 years old or above, the claim form is to be signed by the life assured. Else, the claim form requires to be signed by the policyowner. If both the policyowner and life assured cannot provide signature due to special reason (e.g. passed away), the claim form can be signed by a related person (as claimant) who is 18 years old or above.

Does it necessary to submit original receipts as usual?

The original receipts are submitted by hospital to Prudential via electronic means. They will NOT be provided to customer, but the customer could request the copies from the hospital.

Does H2P support for a claim application to single policy only?

If the life assured has more than one policy with hospital reimbursement and/or hospital cash benefit, we will precede the claim with all the eligible benefits in a pre-determined order.

If there is pending for supplementary medical document(s), will Prudential contacts the hospital directly?

If the source of the required documents is from the hospital, we will contact the hospital directly. However, we may still require the customer to provide other medical document(s), such as health checkup report or other customer related information. Customer should submit all other non-medical supplementary documents (e.g. ID copy, address proof…etc.) or via his/her servicing agent / broker.

If there is any information needed to rectify after claim form submitted, what should customer do?

Once the claim form is submitted, the submitted information cannot be rectified. If necessary, customer could contact us or his/her servicing agent/broker for rectification.

Could the company pre-pay for the patient so that he does not have to file a claim later?

No, there is currently no pre-payment arrangement for this service, so the patient is liable to pay the bill before discharge.