Welcome to Generali Group Medical Insurance Plan
Generali has shaped a safer future in Hong Kong since the 1970s. We care for our business partners’ lives and dreams. Today, we provide customised protection to more than 300,000 employees in Hong Kong. This includes employee medical, life, disability and critical illness plans, etc. We rank top 31 in the group life insurance market by number of people insured.
Generali Group is one of the largest global insurance and asset management providers. Generali was created in 1831. We operate in 50 countries in the world and had a total premium income of more than €81.5 billion in 2022. We have nearly 75,000 employees that serve 67 million customers. The Group leads in Europe and a growing presence in Asia and Latin America. Generali’s ambition is to be the life-time partner to our customers.
1In terms of number of persons insured. Source: Annual Statistics for Long Term Business 2021, Insurance Authority (ia.org.hk)
When your employer signs you up for the plan, you will receive a welcome email from Generali. This is a very important email. It shows you how to login to the Generali’s GenBRAVO mobile app for the first time. With GenBRAVO, you can access digital member services anytime.
Also, depending on the practice of your HR department and their policies and processes, you will normally receive your benefit schedule and medical card(s) (if applicable).
GenBRAVO is a dedicated servicing platform for Generali Group Medical Insurance Plan’s members. Simply download the app and complete a few steps to activate and access a series of electronic services:
- Key functions:
- Enjoy free and unlimited Teladoc teleconsultation via phone and/or video
- View the latest network doctor list
- View hospital list
- View your benefit schedule
- Submit medical claims
- View claim results and records for the past 24 months
- Access your/your family members’ e-medical cards
- Download claim forms
- Access customer service contact number and email address
- Contact us with questions
- Set up spouse’s account to manage claims and other matters
- Support biometric login
We recommend members use the GenBRAVO mobile app or web version to submit claims. This lets you easily track the status and to get money back faster. You can also submit claims via ePDF Claims Form (click here to download) or by post.
Download the GenBRAVO app.
Just 3 simple tips:
- Download the GenBRAVO mobile app to access our digital services
- Understand your coverage before making a doctor’s visit
- Submit your claims via the GenBRAVO mobile app or web version so that nothing is lost or delayed in postal delivery
About My Coverage and Benefits
Your employer should give you the following:
- The plan(s) you and/or your family have enrolled in /will be enrolled in
- The date you and/or your family starts
- The benefit schedule of the plan you’ve enrolled in
Read carefully the benefit schedule shared by your employer. You can also view the benefit schedule on the GenBRAVO mobile app or web version.
From the benefit schedule, you will understand:
- Overall limit of all benefits or sublimit of each benefit
- The maximum number of visits of each benefit (if any)
- The percentage we will reimburse or amount of excesses of each benefit (if any)
- Other limitations or needs
We advise you to pay attention to the following
- Benefits normally have limit per policy year and/or limit per disability
- Some benefits, e.g. clinical/outpatient, may also have limit on number of visit per year and/or per day
- If the start date of insurance of you/your family member(s) is other than the start/renewal date of the policy period (usually new hires or when adding new family members) or if the end date of insurance of you/your family member(s) is not the end date of the policy period (usually when employees leave or retire, etc), the number of visits or limit amount will be proportional
- If you or your family member stays at a higher level of hospital room than mentioned in the benefit schedule, the percentage we pay will be adjusted
- You may need a referral letter from a doctor for some benefits (e.g. specialist visits)
- There are exclusions to benefits coverage.
There are exclusions to benefits coverage. You can find some key exclusions listed below. For details, please see your policy provision for the exclusions specific to your plan.
- Conditions that existed before starting the policy until the insured member has the policy for one year, unless your policy mentions the coverage in the benefit schedule
- Pregnancy related, unless your policy mentions the coverage in the benefit schedule
- Childbirth related, unless your policy mentions the coverage in the benefit schedule
- Congenital conditions
- Cosmetic surgery
- Drugs or alcohol abuse
- HIV and HIV-related illnesses including AIDS
- Self-inflicted injuries or attempted suicide
- Hazardous activities
- Illegal activity
- War or strike
- Nuclear radiation
- Experimental medical treatment
- Getting or using special braces and appliances
- Services that are not medically necessary
- Unreasonable and non-customary charges
About Doctors
- As a member of Generali Group Medical Insurance Plan, you can get:
- Free and unlimited doctor teleconsultation by Teladoc – you can make an appointment to have video or telephone visits by licenced doctors for general advice as well as mental health
- Over 2500 high-quality medical service providers/doctors for general practitioners, specialists, physiotherapists, Chinese herbalists, laboratory and imaging centres
- Doctors/medical service provider of your choice
About Claims
- Visit the network clinic for consultation and treatment. You can look through the network doctor list in the GenBRAVO mobile app or web version. We suggest you make an appointment at the clinic, Chinese herbalist, physiotherapist, laboratory or imaging centre of your choice so you don’t have to wait
- Present your Generali Medical Card or e-medical card
- Sign the voucher that the clinic wants you to sign to acknowledge the visit / consultation
- Pay the amount of copayment you have to (if any) and/or any visit/medicine fees that are more than the maximum benefits or are not covered by your medical plan
- Visit the doctor of your choice for consultation and treatment
- Pay the fees after the visit. Get original medical receipt(s) and related documents (e.g. medical reports)
- Use the GenBRAVO mobile app or web version to submit your claims within 90 days
- If the claim is equal to or less than HK$8,000, original receipt(s) and related documents are not required if you submit them via the GenBRAVO mobile app or web version. However, please keep all the original receipts and related documents for at least 3 months. We may ask you for them if we need them
- If receipt amount is more than HK$8,000, you will need to send us original receipt(s) and other documents after you submit the claim the GenBRAVO mobile app or web version. Please write the GenBRAVO reference number on the receipts and other documents
- We recommend you to use the GenBRAVO mobile app or web version to submit all claims. That way you can keep track to the status easily. You can also submit your claim via ePDF Claims Form (click here to download) for claim amounts of $8,000 or below. You can also send the completed paper form claim to us by post. Our email address or mailing address is at the top of the claims form
- You should make sure the original receipt has the following information:
- Full name of the patient (must be the same as the patient's HKID Card and same name as the Insured member(s))
- Specific medical diagnosis or medical illness/surgical treatment
- Doctor visit / Treatment Date
- Total and breakdown of charges (visit fee, medication, laboratory fee etc.)
- The Doctor's name or licence number with signature and stamp
- Doctor's referral letter, if needed
Most of our members will opt for “Pay and Claim”
- Download the hospitalisation/surgical claim form (click here for download). Give the form to your doctor through the receptionist/nurse during your stay in the hospital.
- Pay when you leave the hospital
- Complete hospitalisation/surgical claim form
- Submit the completed claim form within 90 days after leaving from hospital. Include all original hospital statement(s) that lists all items, doctor slip(s), deposit and final payment receipt(s), etc
- You should:
- Have the doctor complete Part B of the hospitalisation/surgical claim before leaving the hospital
- Submit all official and relevant bills/receipts with information about diagnosis and treatment from the hospital, with reference letter (if applicable)
- Make sure the sick leave certificate or discharge summary slip has the diagnosis if it is a government hospital claim
- You can download the hospitalisation/surgical claim form from the Generali website or GenBRAVO Mobile App.
- Network doctor can apply for the credit service for you when you ask by sending the pre-authorisation request form with all necessary information to Generali
- Submit your application of credit service at least 3 working days before going to the hospital to avoid delay
- Generali will tell the network doctor the result and, if approved, tell the appointed hospital
- Contact customer hotline 3187 6831 before going to the hospital to apply for credit service
- Submit your application of credit service at least 3 working days before going to the hospital to avoid delay
- If your application for credit service is approved, Generali will tell the appointed hospital
- Generali will contact you if the final invoice amount of the hospitalisation and surgical is more than the member’s eligible benefits
Please note:
- Credit service is not guaranteed
- Generali does not perform the surgery. Generali cannot guarantee that the credit amount that is given is enough to cover the full cost
- Final claim settlement depends on maximum benefit, coverage and terms and conditions of the medical plan of the member
- You should keep all signed voucher/invoice after going to the hospital.
About Added-Value Services
Our teleconsultation is provided by our partner Teladoc Health, the global leader in whole-person virtual care. As part of the Group Medical Insurance plan, you and your family can access this professional medical advice anytime, anywhere through the Generali GenBRAVO app.
Members can make unlimited FREE booking to:
- consult a doctor (phone or video options are available)
- consult a licenced psychologist (phone)
Please visit here to learn more about the service.
If you need 24-hour emergency services while outside of Hong Kong for personal or business purposes, members can contact Europ Assistance Worldwide Services Pte Ltd for the following services (including but not limited to):
- Emergency transportation / evacuation
- Telephone medical visit or evaluation
- Deposit for a hospitalisation
- Pre-trip briefing, legal or interpreter referral
- Family visitation spending
Terms and conditions apply.
Other Frequently Asked Questions
If your spouse and/or child is/are eligible for the medical benefits from your employer’s group medical policy, please enrol them through the HR department of your employer. They will send us the enrollment information.
As your employer is the policyholder, please update your information through your HR department. Your HR department will tell us about the changes.
We normally can process claims within the following time:
| Types of Claims | Normal processing time of claim after all required documents are submitted |
| Hospitalisation and surgical | Within 10 to 14 working days |
| Outpatient/Dental | Claims through GenBRAVO (Mobile App or Web version) – 3 to 5 working days Claims through paper form - 5 to 10 working days |
Generali’s FlexiPlus is an individual medical plan only for members of Generali group medical plans. Through FlexiPlus, members that qualify can:
- continue the protection when members retire or change jobs
- increase the protection on top of the group medical policy provided by your employer
Key features of FlexiPlus includes:
- Guaranteed acceptance
- Coverage for conditions that exist before starting the policy
- Free choice of benefits
- Lifetime guaranteed renewal
Terms and conditions apply. Please see the latest FlexiPlus leaflet. Members that qualify can download brochure and app form via GenBRAVO app.
Contact us:
- Hotline:
- For questions about claims: (852) 3187 6831
- For general questions: (852) 5379 8911
- Hotline Service hours
- Monday to Friday: 9:00a.m. to 6:00p.m.
- Saturday: 9:00a.m. to 1:00p.m.
- Sunday or Public Holidays: Closed
- Email