Frequent asked questions

Everything you do in life involves risk. The possibilities are endless, so it is wise to have some kind of insurance. If you have a family, it is in your interest to protect them by having the risks matched with appropriate insurance arrangements. There are insurance products that cover just about every risk you can think of. By clearly understanding the type of protection you require and with proper planning, you can have the insurance you need at a reasonable cost.

An 'insurable interest' must exist between the insured and the policy holder. Usually you can apply for an insurance plan for yourself, your spouse, your children or your parents.

An 'insurable interest' must exist between the insured and the beneficiary, usually referring to relationships between spouses, or between children and parents.

1. You are entitled to request your Relationship Manager to present a valid practice certificate.
2. You are entitled to request the Relationship Manager to explain the details of risks covered according to the insurance clauses. When you decide to buy an insurance product, please read the clauses carefully to understand clearly your own rights and interests.
3. When completing an insurance application, you must provide true and accurate information. You and the insured should both sign the application.
4. If you fail to receive a formal insurance contract after one month of submitting the application form, please call us on 400-820-8363.
5. You should verify the insurance contract once you receive it. If there is any mistakes or omissions, please promptly request us to correct.

The verification of the health, occupation and financial status of the insured is a process of risk selection, ie the underwriting that insurance companies must complete when assessing an insurance application. Life insurance underwriting means verification, assessment, screening and classification of the insurance object (ie the life and body of a person) to determine whether the insurance object is an insurable risk and what premium rate or condition should be applied , in order to homogenize the individual risk of the insurance object, and maintain the fairness of the insurance system.

The insured may be required to have a medical check-up depending on: the insurance amount exceeding the non-med limit, health condition, random sampling and personal habits such as smoking or drinking. When that is the case, the examinee should complete the relevant medical examinations according to the specific requirements at a venue specified by the insurance company.

1. The examinee should carry his/her ID certificate for the medical check. Any minors under 18 years old should be accompanied by their parent or legal guardian (who should also bring their own ID certificates). Female clients should avoid wearing a one-piece dress, and should not receive a medical check during a menstrual period, or three days before or after the period.
2. If the examinee is required to have a blood test or ultrasonic B test, he/she should not eat for at least eight hours prior to the test to avoid affecting the results.
3. The examinee must give true and accurate information to the doctor about his/her health history and sign the record after the examination. For a minor under 18 years old, the record should be signed by his/her parent or legal guardian, and the signature should be identical with the one on the insurance policy. People who are illiterate should put their right thumb print on the record and draw a symbol identical to the one on the insurance policy.
4. The examinee must follow the doctor's instructions and be cooperative.
5. Any examinees with a past medical history should bring their complete medical records for the medical check.
6. Prior to the medical check, the examinee should avoid over-fatigue and strenuous exercise.
7. Personal property should be looked after during the medical check.

All you need to do is to deposit the renewal premium into the bank account you have nominated for paying premium before the premium due date, so that the premium can be collected via autopay. If you are unable to pay the premium on time, we will offer you a 60-day grace period and inform you of the next autopay transfer date in an overdue premium letter.

After the successful transfer of a renewal premium, we will send you a receipt within 15 days. If you do not receive a receipt within 15 days after premium is deducted, please call our Customer Service Hotline 400-820-8363.

The mailing address you have provided on the application is the contact address for us to send you letters about your policy. If you change your contact address, you should update us with your new address through any of the following methods:

1. Send a letter to us directly, indicating your new address and the policy number, along with your signature
2. Ask your Relationship Manager to help make the change
3. Visit our Customer Service Center where the officer will help you make the change.

Within the cooling-off period (i.e. 15 calendar days from when you sign the acknowledgment receipt of your insurance policy), you can review your policy and decide whether the plan really meets your needs. If you cancel your policy within the cooling-off period and you have chosen to make initial investment immediately for your unit-linked product, upon cancellation, you will receive a refund of your personal account value at the next Asset Evaluation Date following our receival of your cancellation request, plus any collected charges other than asset charges. For such scenario, you shall bear all investment risks and asset charges in the period starting from the next Asset Evaluation Date upon opening of your personal account to the next Asset Evaluation Date following our receival of your cancellation request.  While for either a non-unit-linked product or an unit-linked product with instruction to make initial investment after the cooling-off period, upon cancellation, you will receive a full refund of the premium you have paid.

Yes. If you are the policyholder, you can visit our Customer Service Center (bring along your ID card) to have the insurance policy re-issued. Please note that the printing charge is RMB10. This printing charge may change. You can call our Customer Service Hotline 400-820-8363 for updated information.

Please refer to 'Quick Reference of Documents Necessary for Claims' in the 'Claim Application Form'(Chinese Only)

You should complete the application form with all the necessary information, provide us with a valid policy number and include all supporting documents as required. The more complete the information you provide, the less time will be needed for a claim assessment and the sooner you will obtain the claim result.