Process Flow



How do we handle your complaint?

Here is our step by step guide to file your complaint/s:

  1. Submit /file the complaint through:
    • Phone call
    • Postal mail
    • Electronic mail
    • Company website
    • Walk-in visit to one of our extension/branch offices or at our Head Office
    • Social media
  2. Customer Service Department will evaluate and investigate the presented complaint.
  3. Customer Service Department will refer the complaint to concerned department/s, if needed.
  4. Customer Service Department will present to you the resolution based on the standard procedures and policy.
    • If you are dissatisfied with our resolution, Customer Service Department will prepare a report and submit to Head of Operations for review/ recommendation. The report will include the following:
      • Policy Information - Insured’s name and/or Policy Number
      • Contact Details - landline or mobile number or your preferred method of contact. Should you wish to be contacted on specific hours, kindly let us know.
      • Complaint Information - brief incident report indicating what your complaint is about, what happened, date of incident, and who were involved. If you have evidence that will support your complaint, kindly provide this to us as well.
  5. Head of Operations will submit recommendation to legal office for top management’s approval.
  6. Head of Operations will relay top management’s decision to Customer Service Department.
    • Customer Services Department will inform client of management’s decision through:
      • Phone call
      • Postal mail
      • Electronic mail

All complaints shall be handled as soon as we received it. The turnaround time to resolve a complaint will vary based on the nature of the complaint.

How do we process your application.

After choosing the insurance product you wish to avail, here are the following steps to process your application:

  • Provide the information needed to fill- out the Proposal Form
  • Choose agree on the Generated Proposal
  • Fill-out and affix your signature on the Application Form for Insurance
  • Review Signed and Completed Policy Proposal and Application
  • Choose Payment Method (BPI Bills Payment, Paypal, Credit Card, Bank Deposit/Transfer/Remittance, Bancnet)
  • Complete Online Payment

Our Underwriters will evaluate your application (within 24 business hours except Sunday and Holidays) upon receipt of your online application. An e-mail will be sent to you to inform you of the status of your application. If the application is approved, instructions on how to access your digital policy in Online Policy Management System (OPMS) will be included in our e-mail. Kindly print the digital copy of your policy for your file and for the processing of your claim in the future.

General Underwriting Guidelines:

  1. All fields in the online proposal and application forms should be completely answered by the Proposed Insured or Applicant Payor.
  2. The Proposed Insured cannot be the Applicant/Owner of the policy if he/she is a minor (below 18 years old). Either parent, if living, will be the Owner of an application for insurance on the life of a minor proposed insured. If both parents are deceased, proofs of death shall be required. If an Applicant/Owner other than either parent is applying for coverage on a minor’s life, a consent from both parents of the minor proposed insured shall be required.
  3. Uploading of one (1) HIGHLY CREDIBLE PHOTO-BEARING ID (Know-Your-Client (KYC) requirement) is required, acceptable valid ID's are:
    • Passport
    • Driver’s License
    • PRC ID
    • Police Clearance
    • Postal ID
    • Voter’s ID
    • Photo-bearing Brgy. ID/Certification
    • GSIS E-card
    • SSS Card
    • Philhealth Card
    • Senior Citizen’s Card
    • OWWA ID
    • OFW ID
    • Unified Multi-Purpose ID Card (UMID)
    • Seaman’s Book
    • Alien Certificate of Registration (ACR)/Immigrant Certificate of Registration, Government Office ID (e.g. AFP, Home Development Mutual Fund, Department of Education IDs) and IDs issued by government instrumentalities
    • DSWD photo-bearing ID/Certification
    • Firearms License
    • ID issued by the BIR
    • Photo-Bearing Credit Card
    • Photo-Bearing Health Card issued by HMOs.
  4. OFW applicants should clearly indicate the following:\
    1. Country where he/she is currently working
    2. Specific work/duties
  5. If the applicant is a GOVERNMENT ELECTIVE OFFICIAL, he will need to sign the “CONFORME” portion of the “Special Risk Exclusion Clause”, which will form part of the policy.
  6. The applicant is hereby advised of the legal significance of answering fully and truthfully the online application form. Any non-disclosure &/or false answer may render the insurance contract null and void, which would mean a denial of the future claim.
  7. Since pregnancy related conditions are not covered, Pregnancy Exclusion Clause will be required for women.
  8. All applications must be accompanied by payment equivalent to at least one modal premium.
  9. Cases that exceed the non-medical limit must be medically examined based on the requirements in Table of Routine Underwriting Requirements of MB Life and based on the Proposed Insured’s age and Total Amount of Coverage.
  10. The Underwriting Department may require applicant to accomplish certain questionnaires – i.e. medical questionnaires, avocation questionnaires, etc. to gather further information for proper appraisal of the risk. The said Questionnaires shall be provided by the Underwriting Department upon assessment.
  11. 1. Occupational underwriting will apply and some hazardous occupations/avocations may require additional premium.
    (Habitat ratings will also apply and additional premium may be required based on applicants declared residence or place of work.)

How we process your request for amendment:

  1. Kindly notify Manila Bankers Life and General Assurance Corporation about the request for change you want to apply in your policy with the following details:
    1. Policy Number
    2. Name of Insured
    3. Name of Payor (if any)
    4. Birthday of Insured
    5. Contact Details
  2. Kindly submit the following requirements for the requested change:
    Type of Change Requirements
    Name Duly signed Amendment Form
    If beneficiary is Irrevocable, irrevocable beneficiaries should sign the Amendment Form
    Birth Certificate
    If married, Marriage Contract
    new ID bearing the corrected name
    Payment of policy fee applies if the insured requests for printing of another policy contract.
    Surrender policy contract, if we will print another policy contract.
    Civil Status Duly signed Amendment Form
    If beneficiary is Irrevocable, irrevocable beneficiaries should sign the Amendment Form
    Marriage Contract
    New ID
    Payment of policy fee applies if the insured requests for printing of another policy contract.
    Surrender policy contract, if we will print another policy contract.
    Mailing Address Duly signed Amendment Form
    If beneficiary is Irrevocable, irrevocable beneficiaries should sign the Amendment Form.
    Payment of Policy Fee applies if the insured requests for printing of another policy contract.
    Surrender policy contract, if we will print another policy contract.
    Beneficiary/ies Duly signed Amendment Form
    If beneficiary is Irrevocable, irrevocable beneficiaries should sign the Amendment Form.
    Indicate type of change of Beneficiary as:
    Additional
    Deletion
    From Revocable to Irrevocable
    From Irrevocable to Revocable
    Mode of payment Duly signed Amendment Form
    If beneficiary is Irrevocable, irrevocable beneficiaries should sign the Amendment Form.
    1. Upon checking the completeness of the submitted requirements, change will be applied and data system will be updated.
    2. A communication will be mailed to client to confirm that the request for amendment is applied in his policy.

  3. For Changes in Amount of Insurance
    1. Request for Downgrade of Coverage
      1. Submit request for downgrade of coverage which may be in the form of a letter or in the form of a duly signed amendment form.
      2. Receive the following requirements from client / insured:
        1. Request for Change Form and Letter of Request from the Insured
        2. If beneficiary is irrevocable, irrevocable beneficiary should also sign the Request for Change Form
        3. Payment for Policy Fee for reprinting of policy contract
        4. Surrender of policy contract
        5. Signed Proposal to reflect the changes in the amount of payout of benefits
        6. Bank Charges if refund of excess premium will be other than for charge back
      3. Process request for downgrade by updating the MB Life System.
      4. Send approval letter and amended policy contract or disapproval letter to confirm evaluation of the request for downgrade
      5. Refund of excess premium
    2. Request for Upgrade of Coverage
      1. Receive request for upgrade in the form of duly signed letter of request of amendment form.
      2. Receive the following requirements from client / insured:
        1. Filled out Health Statement Form
        2. If beneficiary is irrevocable, irrevocable beneficiary should also sign the Request for Change Form
        3. Part V of the application for Php 600,000.00 up to Php 1,000,000.00 (1 Million)
        4. Payment of premium difference as a result of the upgraded plan
        5. Payment of overdue interest (ODI) / interest charges for previous premium payment/s made that should have been paid if the increase in face amount.
        6. Payment for Policy Fee for reprinting of policy contract
        7. Surrender of policy contract
        8. Signed proposal to reflect the changes in the amount of payout of benefits
      3. Process request for upgrade by updating the MB Life System.
      4. Send approval letter and amended policy contract or disapproval letter to confirm the evaluation of the request for upgrade

How we process your request for cancellation within free look period.

  1. Kindly notify Manila Bankers Life and General Assurance Corporation anytime about your request for cancellation.
  2. Submit a letter providing your account information, contact details and summary of your reason for cancellation.
  3. Once request is approved;
    1. Surrender policy contract
    2. Payment of Policy Fee
    3. Sign Waiver, Release & Quitclaim
  4. Refund of premium payment
    1. You will receive a copy of the charge back request form/cancellation memo that was submitted to our servicing bank
    2. Payment for bank charge if refund is other than charge back

How we process your claim.

Below is our procedure on filing a claim:

  1. Please notify Manila Bankers Life about the claim with the following details:
    1. Policy No.
    2. Full name of Insured
    3. Birthdate of insured
    4. Type of claim
    5. Date of availment/death
    6. Contact details
  2. Submit the following claim requirements:
    1. Death Claim
      1. MB Life’s Certificate of Claimant form shall be accomplished and signed by every legal age beneficiary/ies
      2. MB Life’s Certificate of Attending Physician form shall be signed by the doctor who attended the insured during his lifetime
      3. Death Certificate duly sealed and signed by the Local Civil Registry or PSA copy
      4. Birth Certificate/s of the deceased and beneficiary/ies duly sealed and signed by Local Civil Registry or PSA copy
      5. Marriage Contract duly sealed and signed by the Local Civil Registry or PSA copy
      6. Insurance Policy
      7. Certified Copy of Comprehensive Investigation Report of Police Authority if death is due to violent death (accident, murder, homicide or suicide)
    2. Accidental Dismemberment/Disablement
      1. MB Life’s Certificate of Claimant Form to be accomplished by insured
      2. MB Life’s Certificate of Attending Physician Form by the doctor who attended to the insured
      3. Insurance Policy
      4. Birth Certificate/s of the deceased and beneficiary/ies duly sealed and signed by the Local Civil Registry or PSA copy
      5. Medical Records of hospital confinement
      6. Certified Copy of Comprehensive Investigation Report of Police Authority and/or NBI
    3. Total and Permanent Disability
      1. MB Life’s Certificate of Claimant Form to be accomplished by the insured
      2. MB Life’s Certificate of Attending Physician Form by the doctor who attended to the insured
      3. Birth Certificate/s of the deceased and beneficiary/ies duly sealed and signed by the Local Civil Registry or PSA copy
      4. Certification from the employer that the insured has been terminated from employment and permanent disability
      5. Medical Records of hospital confinement
      6. Insurance Policy
      7. Certified Copy of Comprehensive Investigation Report of Police Authority and/or NBI if due to accident
    4. Terminal Illness Benefit
      1. MB Life’s Certificate of Claimant Form to be accomplished by the insured
      2. MB life’s Certificate of Attending Physician Form by the doctor who attended to the insured
      3. Birth Certificate/s of the deceased and beneficiary/ies duly sealed and signed by the Local Civil Registry or PSA copy
      4. Medical Records of hospital confinement
      5. Insurance Policy

*Note: Additional papers may be required depending on the circumstances peculiar to a particular claim.

How you can contact us.

For questions and concerns, you may contact us through the following channels: