Hong Kong:Prudential launches SmartAppoint to facilitate medical claims in critical situations when policyholder is unconscious

| 21 Jan 2020

Prudential has launched SmartAppoint, a free, value-added service offering extra protection in situations when an insured individual is unconscious or otherwise mentally incapacitated by enabling a family member to settle medical and daily life expenses. This new service is the first of its kind in Hong Kong.

SmartAppoint, an enhancement of Prudential’s health and protection capabilities, is both optional and at no additional cost to the policyholder. It provides worry-free protection by allowing an individual to appoint a trusted family member as a Designated Person for selected critical illnesses and medical insurance plans. In the unfortunate event of the individual becoming mentally incapacitated through illness or unforeseen circumstances, the Designated Person can file a claim on his/ her behalf to cover the cost of the best and most timely medical treatment.

“A common question we get from our customers is: “What if I have health insurance but have a medical condition that has left me mentally incapacitated and unable to make a claim?” It’s a very unsettling question,” said Priscilla Ng, Chief Customer and Marketing Officer of Prudential. “This service addresses that concern directly. It gives peace of mind to the insured, and by having a Designated Person to manage the claims, saves his or her family from the angst and worry of being unable to cover the medical costs should the worst happens.”

SmartAppoint is only applicable to selected medical and critical illness plans, and where the policyowner and the insured are the same person. It is not an Enduring Power of Attorney (EPA) or guardianship order. However, if the policyowner has an EPA, there is no need to apply for SmartAppoint.

The Designated Person must be a family member of the policyholder aged 18 or over. The relationship must be a spouse, parent, child, sibling, grandparent, grandchild, or a relationship approved by Prudential. In addition, the onus is on the policyholder to notify the Designated Person about the SmartAppoint arrangement. 

“Our approach to health and protection is supported by a strategy of prevention, postponement and protection. SmartAppoint is closely aligned to that strategy. It’s about being prepared in order to expedite the best treatment while minimising stress and upset for loved ones,” said Celia Chan, Senior Director, Customer Propositions & Experiences of Prudential.

The launch of SmartAppoint follows Prudential’s introduction of Treatment Sure in October last year, a one-stop medical advisory service to empower customers in making more informed choices about their medical care. Both services reflect Prudential’s commitment to respond to the evolving insurance needs of its customers.


Please see further details on Prudential’s corporate website


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