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Frequently Asked Questions

Answers to Your Insurance Questions — All in One Place

Whether you're exploring the right insurance plan or need help with your existing policy, our FAQ section provides clear and detailed answers to your most common questions. From filing claims to understanding coverage, InsurePlus is here to guide you every step of the way.
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Frequently Asked Questions – Claims Assistance

At InsurePlus, we understand that filing a claim can be stressful — especially after an accident, illness, or unexpected event. Our goal is to make the process fast, transparent, and hassle-free.

Below are some of the most common questions to guide you through filing and managing your insurance claims.

Filing a claim with InsurePlus is simple, and you can do it in the way that’s most convenient for you:

  • Online: Visit the official InsurePlus website and go to the Claims Page. Complete the Online Claim Form, attach the necessary documents, and submit directly through the portal.

  • Email: If you prefer, you can email your filled-out claim form and required documents to claims@insureplus.com.ph.

  • In Person: Visit the nearest InsurePlus branch or partner office and our staff will help you through the entire filing process.

Once your claim is submitted, you’ll receive an acknowledgment within 1–3 business days. A Claims Officer will then be assigned to review your submission, verify your documents, and guide you through the next steps.

Tip: Always keep copies of all submitted documents and photos for your own records.

The required documents depend on your insurance type and the nature of your claim. Submitting complete and accurate documents ensures faster processing and avoids unnecessary delays.

For Non-Life Insurance (e.g., Property, Vehicle, Liability):

  • Duly accomplished Claim Form

  • Police or Incident Report (if applicable)

  • Photos/Videos of the damage or accident

  • Repair estimate, invoices, or receipts

  • Copy of vehicle registration (OR/CR) for motor claims

  • Valid government ID of policyholder or claimant

For Life, VUL, or Traditional Life Insurance:

  • Completed Claim Form

  • Medical or Death Certificate

  • Proof of relationship (marriage, birth, or death certificate)

  • Government-issued IDs of claimant and insured

  • Policy Contract or Certificate of Insurance (if available)

For Health Maintenance Organization (HMO) Claims:

  • Accomplished Claim Form

  • Medical certificate or hospital records

  • Official receipts of expenses or medical bills

  • Doctor’s diagnosis or discharge summary

  • Copy of your HMO card and valid ID

For Travel Insurance:

  • Claim Form

  • Flight itinerary or boarding pass

  • Proof of delay, loss, or cancellation

  • Receipts for additional or emergency expenses

  • Police or airline report (for lost items or baggage)

Tip: The more complete your documents, the faster your claim moves forward. Missing paperwork is the most common cause of processing delays.

At InsurePlus, we aim for a fast and efficient turnaround.
The typical processing times are as follows:

Insurance TypeEstimated Processing Time
Non-Life Insurance7–14 working days
Life or HMO Claims10–20 working days
Travel Insurance5–10 working days

However, the actual processing time depends on:

  • The completeness of your documents

  • The complexity of your case (e.g., accident investigation)

  • The response time of third parties such as hospitals, police, or repair shops

Our claims team will keep you updated via email and SMS at every stage.
If further information is needed, your Claims Officer will contact you directly.

Tip: You can always check your claim status using your Claim Reference Number or by calling our hotline.

 

Once your claim has been reviewed and evaluated, you’ll receive an official notification from our Claims Department via:

  • Email

  • SMS, or

  • Letter notice (for in-person claimants)

Your notification will include:

  • Whether your claim was approved, partially approved, or declined

  • The approved settlement amount

  • The payment release method and schedule

  • Any additional documents needed for final processing (if applicable)

If your claim is approved, you’ll also receive your Claim Reference Number, which you can use to track payment progress or future correspondence.

Tip: Always double-check your contact information (email, mobile number) when filing your claim — it ensures you receive updates without delay.

You can choose your preferred payout method when filing your claim.
We currently support the following options:

  • Bank Deposit: Fastest and most secure option. Funds are directly transferred to your nominated account.

  • Check Release: Collect your check from an InsurePlus branch once notified that it’s ready.

  • Partner Remittance Centers: Available for specific claim types or provincial areas.

Before processing payment, we’ll verify your account or identification details to prevent any discrepancies.

Tip: Always use your own bank account name (matching your policy record). Using someone else’s account may cause payment rejection or delay.

If your claim is not approved, don’t worry — we’ll explain everything clearly.
You will receive a Claim Decision Letter stating:

  • The reason(s) for denial

  • Relevant policy sections that apply

  • Suggestions or documents needed to appeal or refile

You can file an appeal within 30 days from receiving the denial notice by submitting additional evidence or clarifications.
Our Claims Review Team will reevaluate your case thoroughly.

Tip: Keep calm and communicate with your Claims Officer. Most denied claims are resolved once missing information or documents are completed.

Yes. If you can’t file personally, you may authorize someone to file for you.
The representative must provide:

  • A notarized authorization letter signed by you

  • Valid IDs of both the policyholder and representative

For life insurance claims, only the registered beneficiary or legal heir can file.
In such cases, we also require proof of relationship, like a marriage or birth certificate.

Tip: When filing through a representative, ensure all original documents and authorization forms are complete to prevent verification delays.

Here’s what you should do right away to protect your safety and your claim:

  1. Ensure Safety First – Call emergency services or seek medical help if needed.

  2. Document Everything – Take clear photos/videos of the scene, damages, and any third-party involvement.

  3. Get Official Reports – Secure a police or barangay blotter report if required.

  4. Notify InsurePlus – Contact us within 24 hours through our hotline or email.

  5. Submit Documents – Once safe, compile and send your documents to our Claims Department.

Tip: Do not repair or alter the damaged property before inspection. Doing so might affect the assessment of your claim.

Our Claims Support Team is ready to assist you at any time during your claim process.

Contact Channels:

If your situation is urgent, such as a road accident, hospitalization, or loss while abroad, please call our 24/7 Emergency Assistance Hotline for immediate support.

Tip: Save our hotline and email in your phone for quick access — the faster you report, the smoother your claim goes.