Allianz Customer Center

Contact Your Insurer

  • 24 hour helpline in China: 400 8866014
  • 24 hour helpline outside China: +86 10 85355624
  • Email address: [email protected]
  • Claim mailing address: Allianz China General Insurance Company Ltd., Shanghai Branch, Unit 1408, 14F Shanghai Tower, No.501 Middle Yincheng Road, Pudong New Area, Shanghai 200120, People’s Republic of China

Contacting The Emergency Services

  • Call an ambulance: 120
  • Call the fire department: 119
  • Call the police: 110

Download Useful Documents

You can download useful documents below

Direct Billing Network List
Claim Application Form
Individual benefit guide (Policy Wording)
Claims made easy
My health app

Contact Us

If you’re having any difficulties with your insurance company and need our help, fill out the below form

Pre-authorization Items

You need to contact your insurer before you receive any of these treatments unless it’s an emergency. If it’s an emergency you, a friend or a family member must notify the insurer within 48 hours.

1. All in-patient benefits listed (where you need to stay overnight in a hospital)
2. Day-care treatment
3. Expenses for one person accompanying an evacuated/repatriated person
4. Kidney dialysis
5. Long term care
6. Medical evacuation (or repatriation, where covered)
7. MRI (Magnetic Resonance Imaging) scan. Treatment Guarantee is not needed for MRI scans unless you wish to have direct settlement, i.e. you wish that we pay the costs directly to your medical provider
8. Nursing at home or in a convalescent home
9. Occupational therapy (only out-patient treatment requires Treatment Guarantee)
10. Oncology (only in-patient or day-care treatment requires Treatment Guarantee)
11. Out-patient surgery
12. PET (Positron Emission Tomography) and CT-PET2 scans
13. Rehabilitation treatment
14. Repatriation of mortal remains
15. Routine maternity, complications of pregnancy and childbirth (only in-patient treatment requires Treatment Guarantee)
16. Travel costs of insured family members in the event of an evacuation (or repatriation, where covered)
17. Travel costs of insured family members in the event of the repatriation of mortal remains

High-cost Providers

Some insurance plans do not have full cover in the below medical facilities. To check whether your plan provides cover in these facilities refer to your insurance card or insurance certificate.

1. All United Family Hospitals and Clinics
2. All Parkway Health Clinics, including the Gleneagles Medical and Surgical Centre
3. All International SOS Clinics
4. Shanghai East International Medical Centre
5. Shanghai Red Leaf Women’s Hospital
6. Institute for Western Surgery
7. New York Dental Clinic
8. International Medical Center (IMC) Beijing
9. Hong Kong Adventist Hospital
10. Matilda International Hospital
11. Hong Kong Sanatorium & Hospital
12. Hong Kong Baptist Hospital
13. All Parkway facilities, including Mount Elizabeth Hospitals and Gleneagles Hospitals

How To Make A Claim

  • Once you receive treatment ensure the medical provider gives you a chopped medical fapiao, medical report including diagnosis and list of medications prescribed
  • If available you can submit your claim via the insurance company’s website or app
  • Download a claims application form form the ‘Download Useful Documents’ section of this page and complete the form as best you can.
  • Scan and send all documentation including the claim application form to [email protected]
  • The insurer will then confirm that all documentation is in order and will ask you to submit the original claim documents to the insurance company. If it is a non-China claim scanned copies may suffice.
  • The insurer will email you the claim application result and will reimburse eligible claim amounts to you bank account.