Life Insurance Company | Hong Leong Assurance Malaysia

Annual Statement

How do I download my latest Annual Statement?

Go to My Policy page, at the Policy Listing; click on your Policy Number and select Statement/ Notices tab. You may refer to the image shown below:

Can I view previous year’s Annual Statement in HLA360°?

You can view up to 3 years of Annual Statement in HLA360°.

I have just registered to HLA360°, how do I download my Annual Statement.

You can download Annual Statement after being granted Full Access in HLA360° and follow steps mentioned in Q2 and A2

If you have not obtain Full Access, please upload your mobile phone bill here (Name & registered Mobile No reflected) for verification to secure your Personal & Policy Information.

Company or Supplementary line mobile bill is also acceptable.

If you do not have a mobile bill, upload a utility bill which has your name as proof of identity.

Preferred file type is PDF. Screen capture of bills are acceptable however, it may be rejected due to inadequate image quality or size.

Alternatively, upload screenshot of MySejahtera profile for verification is acceptable too.
Guide to Investment-linked Policy Owners on Insurance Coverage

Guide to Investment-linked Policy Owners on Insurance Coverage

ENG
BM
CHI

What is an investment-linked Policy?

An investment-linked policy is a life insurance policy that combines investment and protection. The policy benefits tied to the performance of the fund(s) which you selected.

How an investment-linked policy works?

- A portion of the premium you pay is invested in the fund of your choice.
- This fund value is used to pay for insurance charges and other charges.
- Your investment-linked policy will stay in effect, providing you with the expected protection you signed up for, as long as the fund value is sufficient to pay for all the charges deducted from the fund each month.

What are the key features of investment-linked policies?

The key features of investment-linked policies are:
- You are given the flexibility to choose your own level of protection and investment.
- You can vary the amount of your premium payments or coverage according to your changing financial circumstances.
- A portion of the premium you pay is invested in the fund of your choice.
- You can choose from a wide variety of funds to invest in, depending on the level of risk that you are comfortable with.
- You bear all the investment risk and potential reward. In other words, your fund value is not guaranteed and can go up or down depending on the fund performance. This may affect your benefits/ protection coverage.

What could reduce my investment-linked policy fund value and affect my policy sustainability?

The following factors can impact your fund value, and may result in your fund being insufficient to sustain your policy for the full policy term:
- Not paying premiums when it is due.¹
- Choosing not to increase premiums when increasing protection cover (e.g. adding riders).¹
- Choosing not to increase premiums or perform top up when there is increase in insurance/ other charges.
- Making partial withdrawals from the fund.
- Poor investment return

In addition, when you purchased your policy, you may have selected your premium amount based on your affordability. With various options on sustainability, you may have chosen the premium amount that suits your financial capability but may not be enough to sustain your policy for the full policy term.

¹Not applicable to single premium policy.

How do premium payments affect my policy sustainability?

You have the flexibility over premium payment – you can increase, decrease or defer premium payment (premium holiday).
- Paying premium on time will improve your fund value / policy sustainability.
- Increasing your premium will improve your fund value / policy sustainability.
- Decreasing or deferring premium payment will reduce your fund value and your policy may not stay in effect as long as you might desire.

How do insurance charges affect my policy sustainability?

The insurance charges for your insurance protection (providing the death benefit and any optional coverage chosen such as medical insurance and critical illness) are deducted every month from your fund value. These insurance charges are expected to increase with age as you get older.

The insurance charges of certain optional coverages such as medical and surgical coverage may increase to a greater degree when compared to the original expected insurance charges. This will occur if the actual rate of medical claims is consistently higher than what was expected when you bought the policy.

You should review your coverage periodically to ensure that the level of premium you pay could support the current and future insurance charges, other charges and applicable tax (if any).

How do investment returns on my funds affect my policy sustainability?

The actual investment returns in your fund are important. The premium you pay and the actual returns on your fund greatly determine how long your investment-linked policy will stay in effect.
- Higher return from fund will improve the fund value and policy sustainability.
- Negative or lower return from fund will result in a lower fund value and your investment-linked policy will stay in effect for a shorter period.

Are projections from previous sales illustrations reflective of the current market environment?

The calculations in the sales illustrations are based on hypothetical illustration rates for the investment returns of the funds you’ve chosen and the charges of the various benefits under your investment-linked policy at the time of product launch. Actual fund value varies due to various factors as explained in question 4.

How do I know how long my investment-linked policy coverage can be sustained?

In an effort to assist you to better manage and understand your investment-linked policies, HLA will be providing both additional disclosures at point of purchase as well as annual updates on the sustainability of your respective policies.

This exercise will begin from 1^st July 2019 with the distribution of educational material on what is “sustainability”, factors that affect sustainability and options you may have to improve the sustainability of your investment-linked policy.

This will be followed by individual disclosure starting 1^st January 2020 where you will receive an annual update stating how long your investment-linked policy is expected to be in effect at the current premium levels, all the charges and applicable tax (if any). This comes with some recommendations to sustain your policy up to full policy term.

As an interim measure, from 1^st July 2019 until 1^st January 2020, you will receive notification if there is a risk that your policy may lapse within one year with some recommendations to sustain your policy up to full policy term.

Is it compulsory to take one of the recommendations advised by HLA to sustain policy up to full policy term?

It is not compulsory to take any of the recommendations from HLA. You can choose to sustain your policy for the length of coverage desired. Please reach out to your servicing representative, or our Branch Office, or our Head Office Customer Service for proper advice on the amount of regular premium or an additional top-up premium or adjustment on insurance coverage required that would be expected to sustain your policy for the length of coverage desired.

What can I do if my investment-linked policy cannot be sustained as long as I need it to be?

If, after reviewing your investment-linked policy coverage, you find that your protection is not likely to be sustained for as long a period as you feel you need, you have several options:
- You can increase the amount of your planned regular premium. Please ask your servicing representative, or our Branch Office, or our Head Office Customer Service to calculate the amount of regular premium required that would be expected to sustain your policy for the length of coverage desired.
- You can pay an additional top-up premium. This is an ad-hoc additional payment that you can make anytime that will increase your investment-linked policy fund value and prolong the period your policy can be sustained. Please ask your servicing representative, or our Branch Office, or our Head Office Customer Service to calculate the amount of an additional top up premium required that would be expected to sustain your policy for the length of coverage desired.
- You can reduce your sum assured and/or reduce or remove optional supplemental coverages/ riders. Please contact your servicing representative, or our Branch Office, or our Head Office Customer Service for us to better understand your needs and affordability concerns and propose a suitable option to sustain your policy for the length of coverage desired.

What will happen if I choose not to do anything?

With the flexibility of investment-linked policy as described in question 3, comes the need to regularly review your policy to ensure that the level and duration of the coverages you need are expected to be supported by the amount of premium you pay. If you do not take any action, your policy may not be able to remain in-force until full policy term or for the length of coverage desired and you will no longer enjoy your investment-linked policy coverage then.

How about the sustainability of the new investment-linked policy I purchased recently?

With effect from 1 July 2019, the recommended premium from our sales illustration tool is such that the policy is projected to be sustainable for the full policy term assuming you pay premium regularly.

If the investment-linked policy that you have purchased is prior to 1 July 2019, you may have chosen the premium amount based on your affordability which may not be enough to sustain your policy for the full policy term.

Nevertheless, the actual charges and investment returns can vary throughout the duration of the policy. Since returns and charges can vary, your fund value can vary as well. This may result in your fund value being insufficient to sustain your policy for the full policy term. Please refer to question 4 for the factors that can impact your fund value and affect your policy sustainability.

What is the purpose of the new investment-linked guidelines?

The objective of the regulation is to ensure that policy owners understand the process, enhance their understanding of investment-linked policies and to protect their interest. Ultimately, the consumer can make an informed decision when purchasing an investment-linked insurance policy.

Are other insurance companies having the same rules for investment-linked policies?

Yes. The new investment-linked regulations were issued by BNM to the insurance industry.

Who should I refer to if I require further clarification?

Please contact your servicing representative, or our Branch Office, or our Head Office Customer Service Hotline at 03-7650 1288.
Introduction to Customer Portal HLA360°

What is the main purpose of this portal?

To view up to-date basic information on all of your policies.
To make online premium payment and make changes to your policies.

What Information would I expect to see?

Your policy details (including the coverages/benefits), funds performance, list of our latest popular products and our current panel of hospitals.

Why I seem be able to view only very limited details of my policies unlike what was mentioned in Q2 and A2

We would need to perform the verification of your mobile number for you to obtain the comprehensive view. Please click on the “Verify” section under the section “Please verify your Phone Number for full access”. You would be required to upload a copy of your phone bill (images / PDF format is accepted).

Alternatively, upload screenshot of MySejahtera profile for verification is acceptable too.

How do I obtain Full Access?

In order to obtain Full Access, please upload your mobile phone bill here (Name & registered Mobile No reflected) for verification to secure your Personal & Policy Information.

Company or Supplementary line mobile bill is also acceptable.

If you do not have a mobile bill, upload a utility bill which has your name as proof of identity.

Preferred file type is PDF. Screen capture of bills are acceptable however, it may be rejected due to inadequate image quality or size.

Alternatively, upload screenshot of MySejahtera profile for verification is acceptable too.

My mobile phone bill is under company/ supplementary line, can I still upload my bill?

Yes you can. However, we will contact you for further verification before granting Full Access.

Can I submit utility bill that is registered under a different name?

We only accept utility bill that is registered under your name as proof of identity.

Can I submit other documents (eg. ID card/ passport/ bank statement/ insurance statement) for verification?

At this moment we only accept mobile phone bill or utility bill for verification.

Alternatively, upload screenshot of MySejahtera profile for verification is acceptable too.

How long does it take to verify my HLA360° account for Full Access?

It will take 1 to 3 working days to approve your HLA360° account.

Can I process changes to my policy?

Apart from online payment, a range of transactions is available at My Transactions.

How do I change my Address/ Mobile Number/ Payment Method

- Change Address – Go to My Transaction -> Update Address -> Submit
- Update Mobile Number – Go to My Transaction -> Update Email and Contact Information -> (Edit the mobile number info) -> Submit
- Change Payment Method – Go to My Transaction -> Update Payment Method -> (Select your desired option) -> Submit

By accessing this portal, is my personal information and policy details being compromised?

No, access is strictly confined to you.

Why some of my policies are not being reflected?

Only active policies would be reflected. Please contact your servicing agent or our hotline should you have any query on your inactive policy.

If my policy has been absolutely assigned, would it appear in the listing?

No, as once the policy is assigned, you have effectively renounced your rights as the owner of the policy, only policies owned by you would appear in your listing.

What would happen should I change my contact number in the future, can I access this portal or should I have to re-register?

Yes you can, just update your contact number at My Transactions i.e. Update Email & Contact Information.
The change in your contact number does not warrant a re-registration.

Where do I view my payment receipt history?

You can go to Policy Details -> Premium Details/Insurance Charges to view receipt history.

Can I make premium payment even though I do not have Full Access?

Yes, you still can make premium payment without Full Access.
Medical Card Services

How to enquire the Guarantee Letter status and decision?

Contact our Third Party Administrator (TPA) by calling the phone number on your medical card. They operate 24 hours a day, 7 days a week.

Why is deposit required for some panel hospitals?

Some hospitals require deposit upon admission; however, this is refundable by the hospital upon deducting the deductible, co-insurance amount and non-covered charges.

What are the reasons causing Life Assured having to wait for a long time prior to be admitted?

The delay is normally caused by the doctor as he needs to perform several diagnostic examinations to determine the condition of the Life Assured before deciding if admission is required. The doctor is also required to complete a medical report with details of Life Assured’s condition before the hospital staff could fax it over to Third Party Administrator for issuance of initial Guarantee Letter.

Can Life Assured admit to non-panel hospital?

Guarantee Letter is only applicable to HLA’s panel hospitals. Life Assured is required to pay and file claim with us, subject to the terms and conditions of the policy. If Life Assured insists to admit to non-panel hospitals, he/she has to obtain the approval from Company via TPA.

Can Life Assured stay in a room that charges higher than his/her room and board limit?

Yes, however Life Assured will need to pay the difference (excess room and board) if he/she choose to stay in a room that charges higher than the room and board limit.

Can Life Assured utilise the Guarantee Letter without presenting the medical card to hospital?

Yes. Present Life Assured’s NRIC and Referral Letter (if any) at the Hospital’s Front Admission Counter. The hospital will arrange with HLA’s TPA for issuance of Guarantee Letter.

What are the circumstances whereby Guarantee Letter will be declined and Life Assured will need to settle own hospital bill?

The common reasons/scenarios when Life Assured will need to settle own hospital bill are when:
i. Condition falls under policy exclusion/ personal exclusion.
ii. Suspect of pre-existing conditions which were not declared during insurance application.
iii. Policy has lapsed or terminated.
iv. Admission is for investigation purposes only.
v. It is for outpatient visit, pre-admission or post-hospitalisation visit.

What is the next course of action for Pay & File claim after the Guarantee Letter is declined?

Submit the relevant claim documents to our branches, front desk or head office and the claim will be reassessed by the Company.

What are the common non-payable items?

i. Admission fees
ii. Telephone charges
iii. Excess room and board
iv. Excess policy limit
v. Co-Insurance / deductibles

Why Life Assured has to wait for a minimum of 4-5 hours for discharge?

Once Life Assured is advised for discharge, the doctor will continue with his ward visits to other patients before completing the medical report. The Billing Department also needs time to prepare and summarize the admission bill and subsequently gather other documents i.e. diagnostic test / lab reports from Radiology/Lab Department to be faxed over to TPA. TPA will review and assess the hospital bill thoroughly to justify if the charges are consistent with the treatment required for the admitting diagnosis of the Life Assured. In the event there is inconsistency found, TPA shall send medical enquiry to the hospital for further clarification on the matter before issuing the final Guarantee Letter to hospital.

Can Life Assured pay the admission bill before final Guarantee Letter is issued?

Yes. In the case where Life Assured wishes to submit for reimbursement, he/she may file a claim with us.

Can Life Assured enjoy the Guarantee Letter overseas?

No, the Guarantee Letter is only applicable to HLA’s panel hospitals in Malaysia. Life Assured may file a claim with us once he/she is back and the claim will be assessed in accordance with terms and conditions of the policy contract.

What is Emergency Evacuation & Repatriation service?

Emergency Evacuation
Emergency evacuation is a service provided via emergency assistance agency who will arrange for the air and/or surface transportation and communication for moving Life Assured when in a serious medical condition to the nearest Hospital where appropriate medical care is available and not necessarily to Malaysia. The emergency assistance agency shall pay for the medically necessary expense of such transportation and communications and all usual ancillary charges incurred in such services so arranged by the emergency assistance agency.

The emergency assistance agency retains absolute right to decide whether the Life Assured’s medical condition is sufficiently serious to warrant emergency medical evacuation. The emergency assistance agency further reserves the right to decide the place to which the Life Assured shall be evacuated and the means or method by which such evacuation will be carried out having regard to all the assessed facts and circumstances of which the emergency assistance agency is aware at the relevant time.

Emergency Repatriation
Emergency repatriation is a service provided via emergency assistance agency who will arrange for the return of Life Assured to Malaysia following an emergency medical evacuation for subsequent hospitalisation outside Malaysia. The emergency assistance agency shall pay for the expenses necessarily and unavoidably incurred in the services arranged by the emergency assistance agency.

The emergency assistance agency reserves the right to decide the means or method by which such repatriation will be carried out having regard to all the assessed facts and circumstances of which the emergency assistance agency is aware at the relevant time.

How to file Emergency Evacuation & Repatriation claim?

Call our emergency assistance agency by calling the phone number on your medical card.
Importance of Making a Nomination

Importance of Making a Nomination

We wish to bring to your attention that it is important for you to make a nomination for your Life Policy in order to safeguard the interest of your loved ones.

You may print the Nomination Form from this website or you may contact our Customer Service Hotline at 03-76501288 in order to obtain the same. Should you require any assistance, please do not hesitate to contact our nearest branch or our Customer Service Hotline at 03-76501288
Medical Insurance Plan with Non-Guaranteed Premium / Insurance Charges

What does it mean when the premium/insurance charges for medical insurance plan are non-guaranteed?

This means the premium/insurance charges may change or increase.

Why is there an increase to the premium/insurance charge of my medical insurance plan?

Healthcare cost in Malaysia has been on the rise in the last few years. Every year, medical cost is increasing at a double-digit percentage mainly due to:

• A rise in chronic diseases, namely diabetes and diseases related to high blood pressure, high cholesterol, and obesity.

• Advancements in medical technology, which resulted in more people using healthcare services to treat chronic diseases.

• Prescription of new drugs.

As the amount and/or number of claims increase, it is necessary to increase the premium/insurance charge to ensure that our policyholders continue to remain adequately protected in the long run.

Will there be an increase in my premium/insurance charges if I have not made a claim?

Insurance is based on the concept of risk pooling, whereby a bulk of premium/insurance charges are pooled together and shared by policyholders within the same group. Claims are then paid out from this pool.

Over time, as the claim amount and/or number increases, it becomes necessary to increase the premium/insurance charges for all policyholders (including those who have not made a claim) within the same group. This is to ensure that the pool can continue to pay out claims even when healthcare cost continues to increase.

I have an investment-linked policy. How would the higher insurance charges affect my policy account value?

Your investment-linked policy provides insurance protection through the deduction of insurance charges, policy fee and any applicable taxes from your policy account value.

With higher insurance charges, your policy account value will deplete at a quicker rate if you continue to pay your existing premium or has stopped paying future premium due. This may result in your policy being lapsed before the end of policy term.

Hence, we advise you to top-up your premium to enjoy continuous insurance protection until the end of your policy term.

For more information on your policy’s long-term sustainability, please refer to the Investment-linked Policy Sustainability Notification document, which is provided to you annually.

What options do I have should I wish to maintain my medical insurance plan without having to pay higher new premium/insurance charges?

Your medical insurance needs evolve as you progress in life. It is advisable for you to review your insurance coverage periodically to ensure that it continues to meet your needs.
Here are the options made available to you:

• Consider opting for a medical insurance plan with a lower coverage (e.g. lower annual limit or higher deductible amount)

• Review your policy and all existing insurance coverage holistically, and make adjustments according to your needs, affordability and priority.

Important Note:
It is important to pay the revised premium and preserve your medical insurance coverage. This greatly reduces the financial risk of having to pay expensive medical bills out of your own pocket.

If your existing medical insurance plan has lapsed or terminated, you may be able to reinstate or buy a new medical insurance plan in the future. However, this is subject to the process of underwriting/health evaluation, and other terms and conditions. Depending on your health condition, loading on premium/insurance charges may apply. Otherwise, you may not be able to obtain medical insurance coverage.

For further assistance, please contact your HLA servicing representative, email us at customerservice@hla.hongleong.com.my call our hotline at +60(3) 7650 1288, or visit any of our branch offices.

Frequently Asked Questions