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- First Contribution Calculator
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Always connect with you for better client experience
At Sun Life, we are totally client focused and committed to providing a personalized service to all our Clients. Meanwhile, we always connect with you – read the latest edition of our eNewsletter and learn more about our well-thought-out services.
Claims specialists talking about the Voluntary Health Insurance Scheme (“VHIS”)
It is well-known that VHIS covers a wide issue age range and allows for tax deduction. However, from the claims perspective, how would claims specialists see this new plan and what are the exclusive advantages?
Our experienced claims specialists are always trying their best to aid our clients whenever our clients have unexpected needs. “It has been discouraging to be unable to help individuals when they are undergoing non-surgical cancer treatments (chemotherapy and targeted therapy) or psychiatric inpatient treatments that might not get covered due to the restrictions under traditional medical plans across the market,” said our specialist. However, these treatments are now generally under coverage when it comes to VHIS. We are glad to roll out our new VHIS Flexi Plan, WeHealth Plus, offering a no claim discount to healthy clients and cardiac rehabilitation treatment benefits to those in need. We have been receiving enquiries and many were from younger people who want to buy insurance for their parents - learn more about the WeHealth Plus now.
Your phone is the shortcut to all you want to know about your policy
We know waiting is never easy especially during tough times. Want to know immediately if your plan covers the surgery that your doctor just suggested? Wish to keep posted while waiting for the result after submitting a claim? Only got time to review the coverage of your family members at midnight? All of these are just an app away – view your policy eContract and family coverage in My Sun Life HK app, upload your documents and submit your claim at one go, and keep track of the status.
Besides, you may also visit our Claims Page and find out the documents required for claim submission and download forms.
Payment and insurtech adaptation, both got instant with Sun Life
With us, the very first insurance company in Hong Kong adopting the Faster Payment System (FPS) in our claims services, not only can you pay your friend instantly after a meal, you may now also receive your claims payment within 24 hours at the earliest* if you submitted your application through eClaims. One of our clients even got his in 2 minutes after filing a claim! Digitalizing the claims process is an important move to the betterment of the environment and more importantly, it enables us to focus on understanding and fulfilling your needs.
*Only for Individual accident benefits. Documents and information provided shall be complete and valid, and submitted via My Sun Life HK mobile app; clients should have selected to receive claim payments via Hong Kong Monetary Authority’s Faster Payment System (“FPS”). Subject to terms and conditions of FPS and My Sun Life HK mobile app.
We want you to get the protection you deserve
Putting clients at the centre of what we do, our claims specialists work hard on handling every single claims case efficiently and understand that human touch is extremely important when it comes to special circumstances. We look to offload the administrative burden in the claims process from our clients and their family and let them focus on things that matter.
There was once an aged client, insured for years with us who passed away due to an accident. Taking a wide range of factors and the urgency of the situation into account, we decided to exercise discretion for financial support and settled the payment much earlier than it should have been. Another client of ours had to submit a large number of documents to support her claim due to her special situation while both the insured and the beneficiary of the policy had passed away. We know that it was an extremely difficult time for her, and it was hard to obtain all the required documents on her own – so our specialists acted immediately to allay her concerns about the uncommon circumstance and kept track of the status with her financial advisor while collecting necessary reports from the hospitals directly. Being able to help our clients and settle the case could not have been more rewarding.
Awarded and Rewarded: Better experience for you
We buy insurance to minimize our loss when it comes to unfortunate happenings. The Sun Life Hong Kong claims specialists know that our mission is much more important than adjudicating claims. That is why we have always been stretching our vision to be client-centric. We are so much honored to receive the Excellence Award (Claims Management) in the Financial Institution Awards 2019 organized by Bloomberg Businessweek/Chinese Edition. This encouraging moment marks a significant milestone in our multi-year digital transformation journey, and we will move forward to further simplify and optimize our client journey with My Sun Life HK app, enabling you to manage your coverages and submit claims as you need.
We care. We listen actively.
At Sun Life,our “Client for Life” strategy guide how we act and behave. They highlight how we deliver on our promise and value proposition, and strive to show our clients we care and value them by consistently exceeding our client expectations at every touchpoint throughout their client journey. The best way to do this is by listening to what our clients tell us how we are doing.
We measure the quality and level of satisfaction of the services provided by our advisors and service team with a quick client service feedback survey. We send online survey randomly to clients via SMS after interaction with our advisors and the service team. We analyze the feedback to identify areas that need improvement, and collect interesting ideas from our clients and share these insights across the company.
In App Feedback Form
My Sun Life HK app becomes an encompassing digital hub for our clients to view their policy and coverage information, perform self-services as well as to receive timely communication from us. We built an in-app feedback form that prompt our clients to provide feedback when they are leaving the app. Our client service representatives will proactively contact our clients if any clarification or follow up is required.
By actively listening to the voice of our clients, we understand the needs of our clients and enhance our services and solutions we offer to clients and become more proactive and predictive in anticipating their needs to provide a seamless experience.
Retire Smart: Foresight Deferred Annuity Plan
Carefree retirement is a universal dream. As lifespans increase, retirements are also getting longer. Is there a way to ensure that we can retire when we want, the way we want?
Sun Life has always been committed to understanding the needs of our clients and offering customized products that suit their different life stages. Everyone has a retirement dream; some want to retire early, others later, while some wish for simplicity and others desire luxury. Only a flexible insurance product can satisfy everyone’s unique need and help them plan their ideal retirement. That is why we launched the Foresight Deferred Annuity Plan, which offers options for the premium payment term, Annuity Start Age and Annuity Period. With as many as 56 possible combinations, you can mix and match to create the perfect plan for you! The Foresight Deferred Annuity Plan provides a steady stream of monthly income to help make your retirement dreams come true.
Learn more about the Foresight Deferred Annuity Plan now!
eContract: Make it Easy for you
Hardcopy policy contract was a mainstay in the past insurance experience. It is time-consuming waiting for postal delivery. Moreover, if you forget where you placed the policy contract, you have to go through the hassles searching the whole house when you need it.
We understand your needs, and now, we have enabled My Sun Life HK app to allow you to get instant access to your multiple policies anywhere anytime, in a safe and convenient way. It takes only seconds to retrieve the policy eContract and view the policy details, including family coverage. It is also environmental friendly and no more worries on misplacing the policy contract!
Payout Services: Now is Faster & Easier
Long waiting for cheque delivery? Hassles to bank in the cheque?...We listen, and we are here to offload the administrative burden from our clients and let them focus on things that matter.
You can now request to transfer the local money via Faster Payment System hosted by the Hong Kong Monetary Authority (“FPS”) directly into your defaulted bank account*. We are now extending this FPS service to some of our regular Policy Value payouts, which including Dividends, Coupons and Maturity Benefit, etc.
Just opt for the Policy Value payout services via FPS – faster and easier. It’s that simple!
*The FPS account and bank account for local money transfer must be registered under the Policy Owner of exact name match.
Voice from our clients: How we can help
We would love to share about client’s real experience and how someone in our team made something easier, quicker or special for them. We will continue to build on what we do well!
Story 1: Client Service team proactively understand the needs of clients and provide appropriate solutions
In early March this year, a 60-year-old client called us to inquire about our surrender procedure. Our client service officer, Miss Sze asked our client about the reason for policy surrender in hope of learning what we can do better and later realized that our client had retired and urgently needed money. She thought that policy surrender was the only solution. After understanding our client’s need, Miss Sze noticed that her policy would be paid-up at the end of March 2019 and would continue to enjoy life coverage with dividends and coupons until 100 years old. If client applied surrender at that time, client will not only lose the protection, but also lose the dividends and coupons distributed in the future.
Miss Sze explained the policy features to our client and she realized that a coupon of HK$250,000 was going to distribute on her policy in a few days. The amount was sufficient to meet the financial needs of the client, thus she decided to withdraw dividends and coupons.
Client said that she highly appreciated Miss Sze’s service and taking the time to understand her needs, and provided her with the most appropriate solutions to overcome the difficulties and deeply feel our support and care for each client and their family!
Story 2: Not feeling well? Our Efficient Hospital Cashless Service can help you!
What if you get ill? What kinds of chaos will you face? You may firstly need to visit a doctor and then find a hospital for treatment and meanwhile may get unemployed. Even after discharged, you may need to pay an unaffordable bill! We know it may not be a comfortable experience for most of us and especially for a person in sickness. Our hospital cashless service provides a rapid arrangement before you admit to a hospital. This can definitely help you to make you feel safe and take care about your financial needs.
Miss Lee (nickname) noticed an abnormal breast mass in June 2019. She then went to examine her condition by fine needle aspiration and clinical results showed it was a malignant tumor. Fortunately, Miss Lee has bought our high-end medical insurance plan and arranged a hospital cashless service before admission. We noted the policy only inforce for just two years and this may need client to provide further document before approval. But we care about Miss Lee’s worries and preference to admit to a hospital as soon as possible. Our Claims Manager followed up the case overnight and Miss Lee’s case finally approved before her admission in a short period of time. Under our hospital cashless arrangement, Miss Lee would stay in one of the best private hospitals in Hong Kong without worry to pay the bill that could cost up to several hundred thousand dollars or submit Claims files afterwards.
Special Arrangements for the Novel Coronavirus Infection
In view of the Novel Coronavirus Infection (“COVID-19”, according to World Health Organization) situation, Sun Life Hong Kong launched several special handling arrangements, effective from 24 January until 30 April 2020, to make it easier for our clients.
Measures include policy coverage arrangement and claims procedure handling stated as below:
Policy Coverage Arrangement
- Waive waiting period (applicable to all individual medical policies)
- Relax 3A hospital restriction in Mainland China and accept treatments provided by non-3A hospitals in Mainland China
- Allow reinstatement without underwriting on lapsed policy if premium payment is delayed due to treatment 1
Claims Procedure Handling
- Claims decision will be made within 1 working day (applicable to all individual medical policies)
- Special handling for COVID-19 cases with first priority through Client hotline: 2103 8928
- Simplified applications by only showing the diagnosis proof, no claim forms required
- Easy submission via My Sun Life HK app anytime, anywhere
- Rapid payment by Faster Payment System (FPS) to client’s local bank account 2
- The client needs to provide the diagnosis proof within 30 days after discharge.
- Only applicable to clients registered with a FPS account and must be registered under the policy owner.
- No Claim Discount
No claim discount will be applied to clients have individual medical benefit1, who admit to a hospital due to diagnosed with “COVID-19”, with effective period from 24 January to 30 April 2020 (both dates inclusive).
- Waive Standalone Medical Plan’s Examination and Lab Test Fee
For new applications for standalone medical benefit2 during the designated application submission period (from 24 January 2020 to 30 April 2020; both dates inclusive), the medical cost for examination / test / Attending Physician’s report during medical underwriting will be borne by Sun Life only during this period.
- Applicable to SunHealth Medical Care, SunHealth Medical Fit and WeHealth Plus (Scheme 1 and 2)
- Applicable to SunHealth Medical Care (Basic Plan), WeHealth, WeHealth Plus (Scheme 1 and 2), SunHealth Medical Essential (Basic Plan) and SunHealth Medical Premier (Basic Scheme)
Frequently Asked Questions:
Special Arrangements on “Severe Respiratory Disease associated with a Novel Infectious Agent” (“COVID-19”, according to World Health Organization)
Valid period: From 24 January 2020 to 30 April 2020 (both dates inclusive)
Q1. I am a Sun Life individual medical policy owner. I got admitted to a hospital and was diagnosed with “COVID-19”. Will the contract terms of waiting period apply?
A1. No, the special arrangements during the valid period apply to ALL individual medical policies. If you are admitted to a hospital due to confirmed “COVID-19”, within the effective period of 24 January to 30 April 2020 (both dates inclusive), the waiting period would be waived.
Q2. If I got admitted to the isolation ward in a hospital due to confirmed “COVID-19”, is medical benefit covered?
A2. Yes, it is covered (applicable to all individual medical policies).
Q3. If I got admitted to a hospital in Mainland China due to confirmed “COVID-19”, is medical benefit covered?
A3. Yes, when you are admitted to a hospital during the special arrangements valid period (24 January to 30 April 2020), we cover treatments provided by all hospitals including non-3A hospitals in Mainland China (applicable to all individual medical policies).
Q4. If I got admitted to a hospital due to confirmed “COVID-19”, is the original hospital receipt required when I submit a claim request?
A4. No. We understand this is a difficult time and in order to simplify the claim process, a claim form is not required. We will accept a copy of the diagnosis proof and hospital receipt – originals are not required.
Q5. How can I submit a claim without needing to come to your offices?
A5. My Sun Life HK app allows you to submit medical and personal accident claims anytime, anywhere and is the fastest channel. Alternatively, you may also mail documents to our office at:
Sun Life Hong Kong Limited
G/F, Cheung Kei Center Tower B,
18 Hung Luen Road,
Q6. Is there any claim payment methods other than cheques?
A6. Yes, rapid payment by Faster Payment System (FPS) by direct payment to client’s local bank account is available. It is only applicable to clients registered with a FPS account and must also be registered under the policy owner.
Q7. After the claim submission, when will I get the claim result?
A7. We will provide the claim decision in 1 working day (applicable to all individual medical policies). You can find the status of your claim in our My Sun Life HK app.
Q8. Will being treated and claiming for the “COVID-19” affect the “No Claim Discount” benefit in my policies1?
A8. No. Our “No Claim Discount” will still be enjoyed by our clients even though clients had to be admitted to a hospital due to confirmed “COVID-19” during the period from 24 January to 30 April 2020 (both dates inclusive).
Critical Illness Benefit
Q9. Is “COVID-19” under our Critical Illness coverage?
A9. No, it is not under the listed Critical Illnesses in our Critical Illness benefit. However, if the “COVID-19” turns into any covered Critical Illnesses (for example, End Stage Lung Disease under SunHealth OmniCare benefit), and if the symptoms surpassed waiting period and the conditions fulfilled the Critical Illness contract definition, the Critical Illness claim will be paid.
Q10. Is “COVID-19” under our accident coverage?
A10. No, “COVID-19” is not covered in our accident plans.
Q11. If I am diagnosed with “COVID-19”, and couldn’t pay my premium on time causing it to lapse, would policy reinstatement be allowed?
A11. Yes, you can submit a request with diagnosis proof within 30 days from the hospital discharge date. No underwriting is required.
Q12. I am interested in medical insurance and would like to apply for standalone medical benefit2. If Sun Life wants me to attend a medical examination, do I have to bear the cost?
A12. No, if a new application for standalone medical benefit2 is submitted during the period of 24 January to 30 April 2020 (both dates inclusive), any costs for medical examination/laboratory test/attending physician’s report during medical underwriting will be borne by Sun Life only during this period.
Q13. Is there any way I can find out more about my policy details and make transaction requests other than having to mail in forms/requests or come into your Service Centre?
A13. Yes, My Sun Life HK app allows you to access your policies anytime, anywhere.
You are able to view your:
- Policies and coverage for your whole family
- Total policy assets including savings and funds balances
- Details of your medical and surgical coverages/benefits
- Policy anniversary statements
- Policy contracts (for policies issued on or after 1 April, 2019 and you are an individual client, NOT a corporate client)
- And much more
You are able to receive:
- Policy acknowledgement receipts
- Notifications on when premiums are due
- Notifications on the status of your requested transactions
You are able to:
- Submit hospital and accident claims
- Update your personal information (e.g. address, number and other contact details)
- Change premium allocations
- Switch funds
- Setup a standing instruction (Withdraw dividend and/or coupon fund from a policy pay to itself / another policy’s premium & levy on premium due date)
Q14. In case I have further enquiries related to “COVID-19”, is there any dedicated person or hotline that I can reach out to?
A14. Yes, you may call our dedicated hotline at (852) 2103-8928.
- Applicable to SunHealth Medical Care, SunHealth Medical Fit and WeHealth Plus (Scheme 1 and 2).
- Applicable to SunHealth Medical Care (Basic Plan), WeHealth, WeHealth Plus (Scheme 1 and 2), SunHealth Medical Essential (Basic Plan) and SunHealth Medical Premier (Basic Scheme).
We will monitor the situation and update with any further arrangements and announce accordingly. Sun Life reserves the rights to vary, suspend or cancel the above arrangements and amend the terms and conditions at any time without prior notice. In the event of any disputes, the decision of Sun Life will be final and conclusive.
For more details, please visit our company website on Sun Life offers special supportive arrangements on “COVID-19” or seek assistance from your agent.
Better Services with Our New Office
For a better Client Services experience, our Client Service Center has now been relocated to G/F, Tower B, Cheung Kei Center, No. 18 Hung Luen Road, Hunghom. In addition to the brand-new location and a more spacious servicing environment, ‘Digital Corner’ is the newest addition to our Client Service Center, where clients are able to explore the new features on My Sun Life HK app. Different models of electronic devices are displayed at the area so clients can experience the functions.
My Sun Life HK app allows you to access your policies anytime, anywhere. You are able to view your policy summary, benefits schedule, premium dues, anniversary statements, e-contracts for policies issued after April 1, 2019 and important notifications. You can also submit claims, update personal information, allocate your premiums, and switch funds effortlessly via the mobile app.
Easy Pay for New Policies via Payment Gateway Service
With our upcoming Payment Gateway Service, we are providing a more convenient way for you to settle the premium payment for new policies by using your Visa or Mastercard to pay easily online!
The service is introduced to improve your overall experience. Time required settling the payment process will be reduced. Clients simply need to access the payment website, followed by identity authentication and inputting credit card details to complete the transaction within clicks from their smartphones.
This new Payment Gateway Service will be available starting from early April. Visa and Mastercard are accepted and the payer must be the policy owner in order to proceed.
Doubling Joy with Our Limited-time Double Offers
At the beginning of the Chinese New Year, we are launching 2 special offers on retirement and medical coverage helping our clients to plan a healthy and wealthy future.
Offer 1: Worry-free Retirement Client Offer
From February 1 to March 20, 2020 (both dates inclusive), applicants who successfully applied for the Foresight Deferred Annuity Plan and fulfilled the minimum Annualized First Year Premium (“AFYP”) as stated in the table below may enjoy at least 5% premium rebate.
Offer 2: Stay Healthy Client Offer
From February 1 to April 30, 2020 (both dates inclusive), applicants who successfully applied for the selected medical & critical illness basic plans (“Selected Plans”) and/or selected rider benefits (“Selected Rider”) stated below will be entitled a 5% premium rebate on AFYP.
|Selected Plans||Selected Rider|
For more details, please reach out to your advisor.
Add Up the Numbers for a Happy Retirement
Do you know what it takes to work towards a secured and happy retirement? Are you saving enough? Are you on track in achieving your savings goals?
Don’t leave your retirement unplanned and the savings to chance. All you need to do is to answer some questions regarding your retirement goals, investments plan, plus future lifestyle and medical coverage you expect to enjoy during retirement through 3 easy steps in our new Retirement Calculator.
In just 5 to 7 minutes, you will get a summary outlining key projections and numbers for a picture of your ideal retirement life. That may reflect potential shortfall of savings that you need to make up in the future.
You can also share this useful Retirement Calculator by Sun Life with your friends and family. Most importantly, discuss the results further with your advisor about how to stay on track to achieve your goals with action plans.
Try out the Calculator and access to your ideal retirement life now!