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 Service Pledge
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Liberty International Insurance Limited has over 30 years' experience in providing
employee benefits and group insurance services. We dedicate to provide Policyholders
and Insured Members an ever improving service. With good understanding on customers'
needs and market trends, our specialists in Group Life & Medical Insurance provide
our clients with a comprehensive range of cost-effective products and exclusive services.
An extensive range of Value-Added Services
1. Hospital credit card or Letter of Guarantee accepted by all 12 private hospitals in Hong Kong subject to employer's indemnity signed and min premium HK$500,000.-
2. Liberty Panel Network :
- No. of Specialists (SP) : Over 200
- No. of General Practitioners (GP) : Over 800,
3. Medical hotline service : Members can call our hotline for medical claims enquiries or call respective Panel Group's Hotline to enquire on panel doctors' clinic address and operation hours
4. Worldwide Medical Emergency Evacuation Service : Our provider, International SOS, is a renowned medical evacuation provider for most corporate clients.
Electronic Administration and Claims Service
With a view to facilitate faster and easier handling of the daily administration and to
ensure prompt delivery of claims payment notice to Policyholders and Insured Members,
following service enhancement were introduced :
ENDOEX
An Electronic Express Endorsement Services which guarantees Fast and Accurate transmission of member movements and changes updates.
- No more eye straining unreadable or unclear faxes
- Preset format with clear instructions to ensure fast and accurate reporting of member movements and changes
- Guarantee of prompt delivery of endorsement request without worry of loss in mail transit
- Secured Confidentiality with password protected documents.
- Privileged service with shorter turnaround time
E-Advice
A Fast, Direct and Clear E-mail Claims Payment Advice to Policyholders and Insured Members
- Prompt and direct delivery of Payment/Shortfall Advice, Claims Summary, and Hospital Analysis Sheet via email to Policyholders and Insured Members email account
- Easy retrieval without geographical and time boundary
- Labour cost saving with no documentation distribution hassles
- Environmentally friendly
- Secured Confidentiality with password protected documents
| Turnaround Days (Working Days)* |
| Type of Services |
Medical Only |
Life Only |
Medical & Life |
| A. Endorsements – Benefits Changes, Enrollments, Terminations |
| 1. |
ENDOEX FORM (email of enrollment change) |
4 |
4 |
6 |
| 2. |
Hardcopy enrollment change submitted via fax, mail, or email message |
10 |
10 |
14 |
| B. Payment Advice, Claims Summary, and Payment Shortfall Advice |
| 1. |
E-Advice (Payment/Shortfall Advice and Claims Summary) |
1-2 |
N/A |
N/A |
| 2. |
Normal Mailing by post to broker |
5 |
N/A |
N/A |
*(A) ENDOEX – counting from date of email form received (B) E-Advice – counting from date claim processed
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Standard Turnaround Time Service Pledge
| Hospitalization Claims |
: 14 working days after all required information are received. |
| Outpatient Claims |
: 10 working days after all required information are received. |
| Endorsement issue for member movements |
: 14 working days after all required information are received. |
| Policy issue |
: 14 working days after all required information are received |
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