Client services
Services
After the policy is signed, we are still here. Claims, changes, payments and paperwork.
When you need to claim
Claims Guide
Message us first. Most delayed claims are delayed by paperwork, and that is the part we can take off you.
1. Tell us as soon as you know. Before discharge if possible. Some claims can be arranged directly with the hospital, which means you do not pay upfront and reclaim later.
2. We confirm which claim applies. Hospitalisation, surgical, critical illness and disability claims need different forms and different supporting documents. Getting this right at the start is most of the battle.
3. Gather the documents. Typically the original itemised bill, the discharge summary, the doctor's report, and identification. For a critical illness claim, a specialist report confirming the diagnosis and the date it was made.
4. We submit it with you. We check the file before it goes in, because a claim returned for a missing document costs weeks.
5. Assessment and payment. A straightforward, complete hospitalisation claim is typically settled within a few weeks. We chase it, and we tell you where it is rather than waiting for you to ask.
If a claim is declined, do not assume that is the end of it. Ask us. Some declines are documentation problems rather than coverage problems.
Keeping it current
Policy Servicing
A policy is a living document. These are the changes worth making promptly.
Personal details. Address, phone number, email. If we cannot reach you, notices about your policy do not reach you either.
Nomination. The single most-neglected change. A nomination made before a marriage, a divorce or the birth of a child may now send money somewhere you would not choose. One form fixes it.
Sum assured and riders. A salary that has doubled and a mortgage that has been taken out both change what adequate cover means.
Payment method or frequency. Straightforward to change, and worth doing before a payment is missed rather than after.
Reinstating a lapsed policy. Often possible within a window, sometimes subject to underwriting again. The sooner you tell us, the more options exist.
We review policies with clients annually. If it has been longer than that for you, message us and we will look at it together.
The question people rarely ask early
If Your Advisor Moves On
Your policy is a contract with the insurer, not with one person. Here is what actually happens if the advisor who wrote it is no longer the one servicing it.
Most people only think to ask this years in, usually when they hear that someone they knew has left the industry. It is a fair question and it deserves a plain answer rather than reassurance.
Your cover does not depend on your advisor. The policy is a contract between you and the insurer. It does not lapse, change, or need re-approving because the person who arranged it has moved on. Your premiums, your benefits and your claim rights are exactly what the contract says they are.
What does change is who picks up the phone. That part matters more than people expect, because the practical value of an advisor shows up at renewal, at a review, and at a claim — the moments when knowing your file saves you time you cannot spare.
[OWNER TO WRITE] — the agency's own commitment. This is the part a prospect is actually asking about, and it is the part only PiP can answer:
- Who takes over a policy when a planner leaves, and how quickly.
- Whether the client is told, and by whom.
- What the new planner is given — the file, the history, the last review.
- What a client should do if they are not sure who looks after them today.
If you are reading this and do not know who your advisor is, that is worth fixing before you need something. Message us with your name and we will find your file and tell you who is looking after it.
Placeholder copy — to be written by PiP before launch.
Paying premiums
Payment Guide
How premiums are paid, and what to do when a payment is going to be difficult.
Auto debit is the most reliable method and the one least likely to result in an accidental lapse. It can be set up or changed with a single form.
Credit card, online banking and over-the-counter payments are available depending on the insurer. We will tell you which applies to your policy and how to reference the payment so it is credited correctly.
Frequency. Monthly, quarterly, half-yearly and annual are usually available. Paying annually is often slightly cheaper overall; paying monthly is easier to budget for. Neither is wrong.
If a payment is going to be difficult, tell us before it is missed. Most policies have a grace period, and many have provisions that keep cover in force for a time out of the policy's own value. There are usually options, but they narrow considerably once a policy has lapsed.
Always keep the receipt or reference until you see the payment reflected.
Read them here
Forms & Documents
Every form opens inside this page. When you are ready to complete one, ask us and an advisor will send it across.
Claims
Hospitalisation Claim Form
Used for admission and surgical claims. Bring the original bill and the discharge summary.
Critical Illness Claim Form
Requires a specialist report confirming the diagnosis and the date it was made.
Policy servicing
Change of Personal Particulars
Address, phone number, email, or a change of name after marriage.
Change of Nominee
Updating who receives the benefit. Worth reviewing after a marriage, a birth or a divorce.
Payments
Auto Debit Authorisation
Sets up or changes the account your premium is collected from.
Documents open inside this page. When you are ready to complete one, ask us on WhatsApp and an advisor will send it across and walk you through it.
Common questions
FAQ
What clients ask us most often.
Talk to a person
Contact Your Advisor
No ticket number, no queue. A message reaches someone who can actually help.
Existing policy
Speak to your advisor
Message us with your name and we will connect you to the advisor who looks after your policy. If you are not sure who that is, we will find out.
Prefer a call
Ask us to call you
Tell us a good time and someone will ring you back. Our number is +60 12-345 6789, and the office is open Monday to Friday.