I. Claims process:

Step 1: Prepare claim documents.

Step 2: Submit claim request.

You can choose one of the following ways to submit a claim request:

• At the Customer Service Center of Shinhan Life Vietnam.
• At Transaction Office of Shinhan Life Vietnam’s Partner.
• Send email to claim@shinhanlife.biz.vn

Step 3: Receive the claim decision.

II. How to prepare a claim request and claim documents:

Insurance events: are objective risk events that occur to the Insured, such as hospitalization, cancer, fatal disease, accident, injury, death and are considered by Shinhan Life Vietnam pay insurance benefits according to the conditions specified in the Terms and Conditions of the Insurance Policy.

• Please provide documents as below:

1. Claim request, download here.

2. Letter of consent for collecting information to settle insurance benefits, tải mẫu Giấy ủy quyền thu thập thông tin

3. Terms of collection and processing of personal data, download here.

4. And submit the claim documents related to the following Insurance Event as below:

4.1. Hospitalization and/or Surgery

• Hospital discharge certificate, surgical certificate (if surgery is available), summary of medical records, test results, imaging diagnosis, diagnosis results, hospital fee statement showing the cost of stay in the intensive care unit, surgery expenses (if any);
• Accident record, conclusion of investigation (if any), if the cause of hospitalization or surgery is due to an accident.

4.2. Cancer/Critical Illness

• Hospital discharge certificate, hospital transfer certificate (if any), medical summary, surgical certificate (if there is surgery);
• Laboratory results, imaging, anatomy results (biopsy), diagnosis of critical illness, results of medical examination (if any);
• Medical records of previous treatments (if any).

4.3. Disability

• The results of the assessment of the state of disability shall be issued by the Medical Examining Council of the province or city;
• In case of disability due to disease, provide additionally: Hospital discharge certificate, hospital transfer certificate (if any), medical summary, surgical certificate (if there is surgery), test results (if there are tests), imaging diagnosis (if any), disease diagnosis results. Medical records of previous treatments (if any);
• In case of disability due to an accident, provide additionally: Accident minutes, investigation conclusions (if any); in case the Insured is hospitalized after an accident, a medical summary showing the treatment after the accident shall be provided.
• Documents related to the loan: legal copy of the Credit Agreement, confirmation of the credit institution about the loan (if participating in Credit Life products).

4.4. Dead

• Extract of death certificate;
• Hospital discharge certificate, hospital transfer certificate (if any), surgical certificate (if there is surgery), medical summary, medical examination book, diagnosis results, test results (in case the Insured dies due to disease);
• Minutes of investigation conclusions, autopsy minutes or forensic examination minutes (if any), or written confirmation of the police agency about the cause of death (in case the Insured suffers an accident resulting in death). In case the Insured Person is hospitalized after an Accident and dies at a medical facility, a medical summary showing the treatment after the Accident shall be provided;
• In case the Insured suffers an unexplained death, a written conclusion of the incident, and/or a report of death certified by the District Police Investigation Agency, is required.
• Documents related to the loan: legal copy of the Credit Agreement, confirmation of the credit institution about the loan (if participating in Credit Life products).
• If the policy does not appoint a beneficiary and the Policyholder is also a deceased Insured, please add a document of appointment of heirs, download the form of Written Appointment of Beneficiary here.

In the event that the document(s) provided are issued by a foreign agency or organization, the recipient of insurance benefits must provide notarized copies, consular legalization of these documents (in English or Vietnamese).

III. Method of payment Insurance benefits

1. Bank transfer.
2. Get cash at the bank.
3. Pay insurance premiums.

• Please note that:

In order to enhance the customer's experience in the digital transformation journey, and limit the risks of cash transactions and exposure, Shinhan Life Vietnam does not apply the cash payment method at the Customer Service Center.

IV. Regulations on Recipients of Insurance Benefits

We will pay insurance benefits in the order of priority corresponding to each of the following cases:

1. In the event of death of the Insured:

1.1. Beneficiary.

1.2. If the Insurance Policy does not specify a Beneficiary:

   a) The Policyholder is an individual:

     – The Policyholder

     – The legal heir of the Policyholder.

   b) The Policyholder is an organization:

     – The Insured's heir

     – The Policyholder

2. Other insurance events:

a) The Policyholder is an individual:

     – The Policyholder

     – The Beneficiary

     – The legal heir of the Policyholder.

b) The Policyholder is an organization:

     – The Insured

     – The Beneficiary

     – The legal heir of the Insured

     – The Policyholder

V. Notice of a claim settlement

1. How to send a notice:

1.1. SMS: You will receive a Notice of a claim settlement via SMS, and

Email: You will receive a Notice of a claim settlement via email.

2. Time to send notice:

2.1. When we receive a claim request and claim documents.

2.2. When we request additional documents related to the insurance event, within 3 working days from the date we receive the claim request.

2.3. When there is a decision to accept or refuse to pay insurance benefits, within 03-05 working days and no later than 30 days from the date Shinhan Life Vietnam receives all claim documents.

• Please note that:
  • Aiming at the goal of saving natural resources and increasing efficiency in quickly notifying you of information related to claim settlement as well as avoiding loss of paper letters during transportation, Shinhan Life Vietnam does not use the form of sending Notices by post.
  • The form of sending the above notice will be sent via SMS and Email of the Policyholder or the Claimant who has registered/provided Shinhan Life Vietnam.

VI. Time limit for settlement of Insurance benefits

Shinhan Life Vietnam will process a claim case within 30 days from the date we receive all claim documents.

VII. Claim forms

Claim request

Giấy ủy quyền thu thập thông tin

Terms of collection and processing of personal data, download here

Written Appointment of Beneficiary

Update 29/03/2024