Life Claims FAQ
Medical card
What should I do if I have a pre-scheduled hospital admission or day surgery?
Where can I get the list of Panel Hospitals?
Why Guarantee Letter is not issued for some doctors in the Panel Hospitals?

For Corporate Customers: 1-800-88-8019, 03-7628 3600

Can I enjoy the medical card services when I am abroad?
How long does Allianz’s Third Party Administrator take to process the Guarantee Letter?
Will I be notified on the status of Guarantee Letter?
If Guarantee Letter has been approved, do I still need to pay admission deposit?
Can I stay in a room that has higher charges than my Room and Board Benefit?
How long do I need to wait at the hospital after the doctor has certified that I am fit for discharge?
Under what circumstances would I have to settle the hospital bill? Can I submit a claim after that?
There could be several reasons when you have to settle the bill, just to list a few:
- Policy lapsed/terminated
- Outpatient, pre-hospitalisation or post-hospitalisation treatment
- Hospitalisation at non-panel hospital or non-participating doctor
- Hospitalisation outside of Malaysia
- Admission for investigation or diagnostic purpose
- Exclusions under the policy terms and conditions
You may settle the bill with the hospital and submit a claim for reimbursement consideration, subject to your policy’s terms and conditions.
My hospital bill is not fully covered, how can I find out what are the non-covered charges?
Claim documents
How do I make a claim?
Step 1: Claim Document Requisition
Claimant's Statement and Medical Report can be downloaded from here (for Individual Claims) or here (for Corporate Claims).
Step 2: Completion of Claim Document
Claimant’s Statement should be filled in by the Claimant. Medical Report should be filled in by the treating doctor. Please include the relevant supporting documents listed under Document Checklist.
Step 3: Claim Submission
For Individual Claims, kindly submit via your agent, or to the nearest Allianz Life Branch. For Corporate Claims, kindly submit via your Human Resource Department.
When should I submit the E-Payment Authorisation Form?
Kindly submit the E-Payment Authorisation Form if you have not done so previously. We will credit all living claims payment to the bank account provided.
If you would like to change the account details, kindly submit a new form. Please include a copy of NRIC / Passport and bank statement / first page of bank account passbook with account details for verification purpose.
Who can certify claim documents?
- Advocates and Solicitors
- Allianz’s Branch Staff
- Bank Officer (for MRTA Claims)
- Human Resource Officer (for Corporate Claims)
How do I know if other documents are required?
We shall notify you through a Deferment Letter.
Please note that the Document Checklist serves as a reference. We reserve the right to request for other documents and information.
Overseas treatment
Can I file a claim for overseas treatment?
Yes, you may file a claim for reimbursement consideration, subject to policy’s terms and conditions. Please note that:
- Cost of treatment is payable based on general level of charges in Malaysia.
- Cost of transport to the place of treatment is excluded.
- No benefit shall be payable should you reside or travel outside Malaysia for more than ninety (90) consecutive days from the day you leave Malaysia.
Claiming balance from primary insurer
If my employer or other insurer does not cover my medical expenses in full, can I claim the balance under my Allianz policy?
Yes, you may submit the following documents to Allianz for possible balance payment:
- Claimant’s Statement
- E-Payment Authorisation Form (if not submitted previously)
- Claim settlement details (indicating non-covered items, amount and reasons) from other insurer
- Medical Report, Tax Invoices and Itemised Bills/Detailed Bills, certified by other insurer
- Original Receipts for balance amount
Non-covered charges
What are the common items that require self-payment?
- Dental Treatment
- Human Immunodeficiency Virus (HIV) and other tests which are not related to the diagnosis
- Immobiliser/knee support/ankle support/lumbar corset/crutches/wheel chair
- Eye glasses and contact lenses
- Routine medical examination or body check-up
- Supplements/vitamins
- Extra meal, lodger
- Locker, telephone charges, newspapers, valuable envelope
Please note that this list is non-exhaustive. For more information, please refer to the Exclusion List in your Policy Contract.