Can I make an insurance claim online and track its progress?
Don’t want to post paper forms? This page lists how to claim online with major Hong Kong insurers and banks, what documents to prepare, and how to follow up.
Last updated: 2026-10-03
Quick answer
Yes.
Many major insurers offer an online platform or mobile app where you can upload documents to claim and check progress. Outpatient, small medical and travel claims suit online claiming best; for hospital or large claims, the insurer may ask for original documents.
- Free to use
- Independent, not linked to any insurer or bank
- Information from official websites
Why claim online?
No queues or postage
Photograph your receipts and doctor’s certificate on your phone and upload them.
Track progress any time
Some platforms show statuses such as “received”, “under review”, “documents needed” or “approved”.
A full record
Submission dates, documents and the insurer’s replies are saved – useful evidence if you need to follow up or ask for a review.
Possibly faster payment
Some insurers support payment by FPS, such as Sun Life and FWD.
Online claim apps of major insurers (AIA, Prudential, Manulife, Blue Cross and more)
Download apps only from the official website, App Store or Google Play – never from links in unexpected SMS or emails.
Source: insurers’ official websites and press releases. Last checked: 2026-10-03
| Insurer | Online platform / app | What you can do | Official info |
|---|---|---|---|
| AIA | AIA+ app | Log in and tap “Submit claim” on the Home menu | AIA claims guide |
| Prudential | myPrudential (web and app) eClaims | Submit medical claims online and upload receipt photos; SMS when a claim is approved or more documents are needed | eClaims guide |
| Manulife | ClaimSimple.hk (no app needed) | Selected outpatient and hospital medical claims; SMS confirmation after submitting, with progress on Manulife’s customer website | About ClaimSimple |
| Blue Cross | BlueCross+ HK app / Smart eClaims | Travel, motor, home, pet, helper and other general insurance; check claim status any time | Online claims |
| Sun Life | My Sun Life HK app (also a web version) | Accident, hospitalisation and surgical claims; status under claim history; FPS payout available | App claims guide |
| Bupa | Bupa HK app (formerly Blua Health) | Submit and track outpatient and inpatient claims online | Bupa HK app |
| AXA | Emma by AXA app / website | Life, medical and general insurance claims and policy management | Emma by AXA |
| FWD | FWD eServices HK app | Some personal accident claims can be approved instantly; payout by FPS, 7-Eleven or bank transfer | Instant claims |
Listed in no particular order. Coverage and the claim types available online depend on your policy and the insurer’s latest arrangements.
Bought insurance through a bank? How to claim online (HSBC, Hang Seng, BOCHK, Standard Chartered)
When you buy insurance through a bank, the bank is usually only the agent and the underwriting insurer assesses the claim. So the claim channel may not be in the bank’s app – check the insurer’s name on your policy first.
| Bank | Underwriting insurer | How to claim online | Official info |
|---|---|---|---|
| HSBC | Life: HSBC Life General (travel, home, motor, medical, etc.): AXA | Upload claim documents online, or hand them in at a branch / post them. SMS once your claim is received. HSBC Life claims hotline 3128 0122 | HSBC insurance claims |
| Hang Seng | Life: Hang Seng Insurance Medical / VHIS: HSBC Life General: Chubb | General insurance (e.g. Travelsure, Personal Accident) via the Chubb eClaim Portal; Chubb hotline 3191 6668. Life claims need a claim form | Hang Seng ways to claim |
| BOCHK | BOC Life / BOC Group Insurance | General insurance claims online via eClaims | BOCHK eClaims |
| Standard Chartered | Life: Prudential General: Allianz | Life policies can use myPrudential; for general insurance get the form from Allianz or call 8100 2402 | SC insurance help |
For group medical insurance through your employer, ask HR which platform or app to use.
5 steps to make an insurance claim online
1. Register and log in
Download the insurer’s official app or log in to its online platform, and register using your policy details.
2. Choose the claim type
Pick the type that matches your cover, such as outpatient, hospital, travel or personal accident.
3. Upload documents
Upload photos of receipts, the doctor’s certificate or diagnosis, discharge summary or referral letter. Photos must clearly show the amount, date, clinic name and diagnosis, with all four corners visible.
4. Confirm payment details
Check your bank account or FPS details are correct.
5. Submit and save the reference number
After submitting, screenshot or note the claim reference number – you’ll need it for any follow-up.
How to check your insurance claim status
- Log in: check the claim history in the same app or online platform.
- Watch for document requests: if more documents are needed, send them quickly or the review may pause.
- Call the hotline: if the status hasn’t changed for a long time, call the insurer or bank with your claim reference number.
4 things to watch when claiming online
Keep the originals
Keep original receipts and documents even after claiming online – the insurer may ask you to send them. Keep them for as long as your insurer requires.
Mind the deadline
The Insurance Authority says medical insurance usually requires claims within 30 to 90 days after the consultation or discharge. Your policy terms apply.
Check before a hospital stay
Before a non-emergency hospital stay or surgery, ask your insurer what is covered and whether pre-approval is available.
Beware of fake sites and phishing SMS
Don’t tap links in unexpected SMS or emails. Use only official websites or official app stores.
Claim too slow or rejected? What to do
- 1
Follow up in writing
Email the insurer with your claim reference number and ask for a written reply on progress, expected timing or the reason for rejection.
- 2
Keep records
Screenshot and save all emails, messages and submission records.
- 3
Ask for a review
If your claim was rejected or underpaid, send more documents and ask for a review. Steps and a complaint letter template: Insurance claim rejected? How to appeal a medical or travel claim.
- 4
Complain to the Insurance Complaints Bureau (ICB)
If you are still unhappy after the insurer’s final decision, you can complain to the ICB within 6 months.
Online insurance claim FAQs
Is claiming online slower than posting a claim?
Usually not. Submitting online sends your documents to the insurer straight away and saves postage time. Some insurers also send an SMS when they receive your claim or need more documents.
What happens if my receipt photo is unclear?
The insurer may ask you to resubmit, which delays your claim. Before submitting, check that the amount, date, patient name and clinic name are clearly visible.
Can I claim online for a family member?
It depends on the policy and the insurer. Ask your insurer who can submit claims for insured people on the same policy.
My app says “approved” – when will I be paid?
It depends on the insurer and the payment method you chose, such as FPS or bank transfer. Check the insurer’s notice for the actual timing. If payment doesn’t arrive, call the insurer with your claim reference number.
Is there a time limit for claims?
Yes. The Insurance Authority says medical insurance usually requires claims within 30 to 90 days after the consultation or discharge. Your policy terms decide the actual limit.
Which insurers let you claim through an app?
AIA (AIA+), Prudential (myPrudential), Manulife (ClaimSimple.hk), Blue Cross (BlueCross+ HK), Sun Life (My Sun Life HK), Bupa (Bupa HK), AXA (Emma by AXA) and FWD (FWD eServices HK) all have online claim platforms or apps. The claim types each one handles differ – check the official information.
Where do I claim for insurance bought through a bank?
The bank is usually only the insurance agent; the underwriting insurer assesses the claim. Check the insurer’s name on your policy, then use that insurer’s or the bank’s online claim channel – for example, HSBC lets you upload claim documents online, and BOCHK general insurance has eClaims.
What documents do I need for an online claim?
Usually receipts and a doctor’s certificate or diagnosis; hospital claims usually also need a discharge summary, and sometimes a referral letter. Photos must clearly show the amount, date, clinic name and diagnosis. Your insurer’s requirements apply.
References
- Insurance Complaints Bureau (ICB)
- Insurance Authority
- Insurers’ and banks’ official websites (see links in the tables above)
Related guides
All guides →
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This page is general information only and is not legal advice. RightlyHK is not affiliated with any insurer or bank mentioned on this page. Online services change from time to time – always check the official website or app.