True Story Example: Assisting a Nearly Blind Son in the Insurance Claim Process:
When the Policy Lapses, Can Insurance Still Pay?
A man in his thirties, who had flown to northern Myanmar to seek work before the pandemic, unfortunately fell victim to a labor scam involving pig farming, resulting in blurred vision in both eyes for reasons unknown. His family, upon learning of this, was forced to sell their house, raising a large sum of money to eventually bring their son back home safely after many trials and tribulations.
I remember in May 2023, while touring Cyprus in Europe, I received several calls from the same number. I contacted the caller through WhatsApp:
"Hello! Who is this? I'm currently overseas, is there an emergency?"
"Brother Han, sorry to disturb you! This is Alex. I need your urgent help. When are you returning to the country? I need to meet you."
A plump man in his sixties walked into my shop carrying an eco-friendly bag.
"Brother Han, to be honest, my son was working in northern Myanmar, and for some reason, he lost his sight. We tried everything and spent a lot of money through various channels. Finally, in May 2022, we managed to bring him back home."
"When I saw my son at the airport, my heart ached! He didn't even recognize me, his own father!" he said tearfully, as I handed him a tissue.
"Can I see his medical records and insurance policy?" I asked. The father then slowly took out a stack of letters and policy documents from the bag.
"Brother Han, take a look at these two policies. One was purchased when he was a child, and the other was taken out a few years ago," he said with a sigh. "Two weeks ago, I went to the branch in Damansara to inquire. This policy from Company A lapsed in June 2022! Brother Han, can we still claim money? This sum is very important to us," he said nervously.
After reviewing all the documents, I said, "These reports were all made after the policy lapsed. Are there any records before June 2022?"
He sighed weakly, "None."
"Why did you only come to me now? Normally, after your son returned last year, you should have immediately gone to Company A to inquire about the details of the policy, right?"
"I didn't even know he had this policy. I found these two policies while searching his room to apply for an OKU card and SOCSO.," he explained.
After some contemplation, I noticed a few more documents in his bag.
"What are those documents in your bag?" I asked.
"Oh, those are SOCSO CLAIM FORMs."
As he handed me the papers, a small card fell out from the middle! I picked it up and opened it. What I saw made my eyes widen:
May 28, 2022!
Just a few days before the policy lapsed! "What is this hospital follow-up card?" I asked him. After thinking for a few minutes, he said:
"Oh! I remember now! A few days after my son returned to Malaysia, I took him to Selayang Hospital. The doctor later wrote a letter asking me to go to Damansara Central Hospital for a follow-up, saying there was no need to come back here again."
"The medical records from this hospital are crucial! They will determine the fate of this policy's compensation! If the report states that your son is blind in both eyes, this policy will pay out 100k."
"If the report isn't clear, I'll help you fight for it." The father's eyes lit up, and he excitedly bent down, saying:
"You'll help me?"
"I'll go apply for the medical report first and decide the next steps after seeing its contents."
Over the next month, the most difficult time was for this father, who would often appear in my shop, always asking, "Has the report come back?" Every time I saw his expressionless face and his departing figure, I silently prayed for him.
Finally, the report came back. I contacted him, and in less than 10 minutes, he was in front of me.
"How is it? Is there a chance?" he asked.
"The doctor stated that your son's eyes aren't fully blind; he can still see light."
"What does that mean? Does it not qualify? Can't we claim?" he asked, looking disappointed.
"There is a chance. I will do my best to fight for you."
"When will we hear back?"
"Wait for a few more weeks."
Three weeks later, the father nervously walked into my shop with his bank book.
"Brother Han, can you help me check if the insurance has been paid out? My account suddenly has an extra RM 101,006.60!" he said.
After checking with the insurance company, I told him, "Yes, your son's policy has been paid out."
With tears in his eyes, he said, "This money came just in time. It's truly a godsend! Brother Han, thank you. Thank you... Thank you..."
"I must also thank you for giving me the opportunity to have another meaningful and touching real-life story in my insurance career."
30th Aug 2023 note by
Hong Kok Han
Singapore