Employee
1.	How and when should I submit a claim for Group Life and Health Insurance?
2.	How can I check the status of my claims?
3.	How can I check my benefit schedule?
4.	What is a valid referral letter for claims?
5.	How can I get back the original receipt of claim?
6.	How can I check the panel doctor list?
7.	Are consultations of acupuncture and “Tui Na” covered under Chinese Medicine Practitioner benefit?
8.	What is an exclusion?
9.	What is a “Pre-existing Condition”?
Employer
10.	How and when should I enroll a new employee and his/her dependent(s)?
11.	How and when should I add a new dependent for an enrolled employee, e.g. new marriage spouse or newborn baby?
12.	How can I check the status of claims for my employees and their dependent(s)?
13.	How and when should I notify Manulife for employee/dependent changes or termination?
14.	How can I check the status of employee enrolment/changes/termination?
15.	How can I change the company information, e.g. company correspondence address?
16.	How can I get a list of all active employees and dependents?

Employee
1.	How and when should I submit a claim for Group Life and Health Insurance?
	*		For outpatient and dental claim, please complete the “Group Medical Claim Form”. For hospital and surgical claim, please complete the “Group Medical - Hospitalization & Surgical Claim Form”.  Please refer to the instructions stated on the form for the related claims.
	*		Claims should be submitted to Manulife within 3 months from the date of consultation/treatment or discharge from hospitals.
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2.	How can I check the status of my claims?
	Please visit www.manulife.com.hk and login with your Manulife Customer Number (MCN) or HKID/Passport Number and PIN. Select “Group Life & Health” at top and click “Claim Inquiry” at the left, then you can check the details of your and your dependent(s)’ claims processed in the past 12 months.
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3.	How can I check my benefit schedule?
	Please visit www.manulife.com.hk and login with your Manulife Customer Number (MCN) or HKID/Passport Number and PIN. Select “Group Life & Health” at top and click “Benefit Schedule” at the left, then you can view your and your dependent(s)’ benefit schedule.
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4.	What is a valid referral letter for claims?
	Claim for Specialist’s Visit
	A referral letter should be issued by a registered Doctor with the exact diagnosis and the related specialty. It is valid for 6 months from the date of issuance or last visit for follow up visit.
	Claim for X-ray/Laboratory Test Fees
	A referral letter should be issued by a registered Doctor or registered herbalist (if you are entitled to Chinese Medicine Practitioner benefit) with the exact diagnosis and type of X-ray/laboratory test(s) recommended. It is valid for 6 months from the date of issuance and for one-off use only.
	Claim for Physiotherapy
	A referral letter should be issued by a registered Doctor with the exact diagnosis. It is valid for 6 months from the date of issuance or last visit for follow up visit.
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5.	How can I get back the original receipt of claim?
	Please note that original receipt of claim will not be returned. You may request for return of certified true copy of receipt by the following procedure:
	Not yet submitted the claim:
	Please check the box for return of certified true copy of receipt on the “Group Medical Claim Form” or “Group Medical - Hospitalization & Surgical Claim Form”, as appropriate, when submitting the claim.
	Already submitted the claim:
	Please submit a written request for return of certified true copy of receipt by fax to (852) 2234 5371 or by mail within 30 days after submission of the claim to Manulife.
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6.	How can I check the panel doctor list?
	You may check the panel doctor list the following ways:
	(1)		Internet: Visit www.manulife.com.hk and login with your Manulife Customer Number (MCN) or HKID/Passport Number and PIN. Select “Group Life & Health” at top and click “Panel Doctor List” at the left.
	(2)		Panel Doctor Booklet: Refer to the Panel Doctor Booklet, which is sent to your employer for reference.
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7.	Are consultations of acupuncture and “Tui Na” covered under Chinese Medicine Practitioner benefit?
	Consultations of acupuncture, “Tui Na”, body and foot massage, “Qi Gong” and ear reflexology are generally not covered under Chinese Medicine Practitioner benefit.  For details, please refer to the relevant Benefit Provision which is applicable to you.
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8.	What is an exclusion?
	An exclusion is the circumstances under which a treatment or diagnosis is being excluded from the insurance coverage, i.e. no benefits will be payable to the excluded treatments or diagnosis.  You may refer to the back page of the “Group Medical Claim Form” for some of the general exclusions. For details of exclusions in relation to your benefits, please refer to the relevant Benefit Provision and any notices that have been issued to you (if any) as conditions for acceptance of coverage.
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9.	What is a “Pre-existing Condition”?
	Sicknesses or injuries that occurred prior to the member joining the policy are called “Pre-existing Conditions”. Benefits payable for treatment relating to pre-existing conditions are generally not covered under the policy during the first twelve months from the date the member joins the plan. The exception to this is where there was no treatment received or recommended during the first three months from the date the member joins the plan in which case the pre-existing condition clause does not apply.
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Employer
10.	How and when should I enroll a new employee and his/her dependent(s)?
	You may enroll your new employee and his/her dependent(s) the following ways:
	If your group has 20 or above employees at anniversary:
	(1)		Internet: Visit www.manulife.com.hk and login with your company Manulife Customer Number (MCN) and PIN. Click “New Employee Enrolment” at the left, then you can submit employee and dependent enrolment request online.
	(2)		Fax/Mail in: Complete the “ManuPlan Employee Group Enrolment Sheet – To be Completed by Employer” and “ManuPlan Employee Enrolment Sheet Supplementary Form – To be Completed by Employee”, and submit it to Manulife by fax to (852) 2234 5371 or by mail.
	If your group has less than 20 employees at anniversary:
	Complete the “ManuPlan Employee Enrolment Form” and submit it to Manulife by mail.
	Application of enrolment should be submitted to Manulife within 31 days from the eligibility date of coverage for employee, please refer to the Benefit Schedule in your Policy Contract for details.
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11.	How and when should I add a new dependent for an enrolled employee, e.g. new marriage spouse or newborn baby?
	You may add a new dependent for an enrolled employee the following ways:
	If your group has 20 or above employees at anniversary:
	(1)		Internet: Visit www.manulife.com.hk and login with your company Manulife Customer Number (MCN) and PIN. Click “Employee & Dependent Enquiry & Update” at the left, search the employee by name/Certificate Number and select “Dependent Addition”, then you can submit dependent enrolment request online.
	(2)		Fax/Mail in: Complete the “ManuPlan Certificate Change Form” and submit it to Manulife by fax to (852) 2234 5371 or by mail.
	If your group has less than 20 employees at anniversary:
	Complete the “ManuPlan Certificate Change Form” and submit it to Manulife by fax to (852) 2234 5371 or by mail.
	Application should be submitted within 31 days from the eligibility date of coverage (please see below). Otherwise, “Evidence of Insurability” is required to be completed by dependent and submit it to Manulife by mail. The insurance coverage will be effective upon Manulife’s approval.
	Eligibility date of coverage for dependent:
	*		Spouse:		The date of marriage
	*		Child:		The 15th day after the date of birth
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12.	How can I check the status of claims for my employees and their dependent(s)?
	Please visit www.manulife.com.hk and login with your company Manulife Customer Number (MCN) and PIN. Click “Claims Inquiry” at the left and enter the Certificate Number of your employee, then you can check the details of your employees and their dependent(s)’ claims processed in the past 12 months.
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13.	How and when should I notify Manulife for employee/dependent changes or termination?
	You may notify Manulife for employee/dependent changes or termination the following ways:
	(1)		Internet: Visit www.manulife.com.hk and login with your company Manulife Customer Number (MCN) and PIN. Click “Employee & Dependent Enquiry & Update” at the left, then you can submit employee/dependent changes or termination request online.
	(2)		Fax/Mail in: Complete the “ManuPlan Certificate Change Form” and submit it to Manulife by fax to (852) 2234 5371 or by mail.
	Note: The request should be submitted prior to the effective date of change or termination. Backdated changes, or termination for a period exceeding 31 days, will not be accepted.
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14.	How can I check the status of employee enrolment/changes/termination?
	You may check the status of employee enrolment/changes/termination the following ways:
	(1)		Internet: Visit www.manulife.com.hk and login with your company Manulife Customer Number (MCN) and PIN. Click “Change Summary” at the left, then you can view the Change Summary which is updated on the 15th of each month.
	(2)		Change Summary: Refer to the Change Summary which is issued on the 15th of each month when there are enrolment/changes/termination within the last month.
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15.	How can I change the company information, e.g. company correspondence address?
	You may change company information the following ways:
	Change of Company Correspondence Address / Email Address / Attention Person / Plan Administrator:
	(1)		Internet: Visit www.manulife.com.hk and login with your company Manulife Customer Number (MCN) and PIN. Click “Administration Contact Information & Update” at the left, then you can submit updates for your company information.
	(2)		Fax/Mail in: Complete the “ManuPlan Employer Particulars Change Form” and submit it to Manulife by fax to (852) 2234 5371 or by mail.
	Change of Company Name / Authorized Signature / Addition of New Account:
	Complete the “ManuPlan Employer Particulars Change Form” and submit it to Manulife by fax to (852) 2234 5371 or by mail. Please attach the related supporting document(s) if required (Please refer to the mentioned form for details).
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16.	How can I get a list of all active employees and dependents?
	You may get the list the following ways:
	(1)		Internet: Visit www.manulife.com.hk and login with your company Manulife Customer Number (MCN) and PIN. Click “Group Certificate Holders Listing” at the left, then you can view and print a list of all active employees and dependents.
	(2)		Fax/Mail in: Submit a written request to Manulife by fax to (852) 2234 5371 or by mail.
	(3)		Phone in: Call our Employee Benefits Employer hotline (852) 2108 1234.
	A “Group Certificate Holders Listing” will be mailed to your company correspondence address within 5 working days upon receipt of your request.