Bowtie's exclusive customer service experience

Just like traditional insurance companies, our professional customer service team is always ready to assist you. If you have any questions about your insurance policy, you can contact us anytime.

Dear customer, our Live Chat has resume service again. If you have any enquires, you may now click "Chat" to contact to our customer service during office hours from Monday to Friday (excluding public holidays) from 9:30 am to 6:30 pm.

Contact Bowtie

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General inquiries
(Customer services department)

Working hours
Mon to Fri: 9:30 am – 6:30 pm
Sat, Sun & Public Holidays: Closed

Hotline: 3008 8123
WhatsApp: 3008 8123
Email:
cs@bowtie.com.hk
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Product specialist inquiries‍

Working hours
Mon to Fri: 9:30 am – 6:30 pm
Sat, Sun & Public Holidays: Closed

WhatsApp: 6016 5980
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Claim inquiries
(Claim department)

Working hours
Mon to Fri: 9:30 am – 6:30 pm
Sat, Sun & Public Holidays: Closed

Hotline: 3001 5670
Email: claim@bowtie.com.hk

Bowtie customer service

bowtie網上平台服務

Online platform

  • Self-service policy enquiry and change

  • Online quote, insurance & approval, anytime, anywhere

  • Apply for a claim online in a few simple steps

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General inquiries

  • Explain product features and choose the best plan for you

  • Assistance with online application submission

  • Provide application status inquiries

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Claims services

  • Assign case specialists to follow up and assist with online claims submission

  • Assist with claim estimation

Customer service centre

If you would like to speak with our officers, please contact our CS Hotline 3008 8123 one day in advance to make an appointment.
Office hours
Monday to Friday: 10 am – 5:30 pm
Weekends and Public Holidays: Closed
Hong Kong Island Centre Address
Ground Floor, Queen’s Centre, 58 – 64 Queen’s Road East, Wan Chai, Hong Kong (2 minutes walk from Three Pacific Place)
Kowloon Center Address
Room 1013-1016, 10/F, Millennium City Phase 2, 378 Kwun Tong Road, Ngau Tau Kok (2 minutes walk from Ngau Tau Kok Station Exit A)

Bowtie has an easy-to-use online platform, you can check the status of your policy anytime, anywhere, and even file a claim online.

Tiny
Claims specialist

Our customer service ambassadors are experienced colleagues who are also licensed insurance professionals and can help you with all your policy issues, including questions about policy application or claims.

Veronica
Customer service manager

Bowtie values your opinion and every comment is the driving force behind our efforts to improve our services. If you have any comments, you are welcome to let us know so that we can continue to improve and provide a better service!

Viviana
Operations assistant manager

Have questions about Bowtie's products?
Leave your contact info for product guidance from our specialists.
For existing policy queries, reach out to Customer Service:
Hotline: 3008 8123 Email: cs@bowtie.com.hk
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We're Here To Help, Not To Sell!

Discover a transparent and personalized insurance experience with Bowtie!
We provide zero-commission, intermediary-free 1-on-1 expert consultations with no hidden fees. Our concierge team engages directly with you for your convenience and satisfaction. Enjoy the premier online insurance experience with us!

Expert Support Guaranteed

Service Hours:9:30 am to 6:30 pm, Monday to Friday (Closed on Saturdays, Sundays, and Public Holidays)
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Customer Service Specialist

Offer product and policy support
  • Respond to queries about product features and coverage
  • Provide application status updates, assist update health information and manage policies 
  • Resolve issues during application or claims processes
  • Handle customer feedback and complaints about products or services
Hotline: 3008 8123
Live Chat (See the bottom right hand corner)
WhatsApp: 3008 8123
Bowtie CS specialists are fully licensed like traditional insurance agents, yet we embrace a 'zero commission' policy. Our commitment is to assist you without any pressure to buy.

Need assistance?
Speak with Bowtie Specialists

Service Hours: 9:30 am to 6:30 pm, Monday to Friday (Closed on Saturdays, Sundays, and Public Holidays)
Product Specialist

Personalized Product Consultations

  • Commission-free, focused on helping, not selling
  • Compare plans and incorporate your existing policies
  • Assist you in discovering the best fit and maximizing your benefit
WhatsApp:6016 5980
Claim Specialist

Claim Assistance

  • From claim pre-approval and payout estimates to cashless hospitalization
  • Guide you through the claims process
  • Monitor your claim status and clarify the settlement
Product Specialist

Personalized Product Consultations

  • Commission-free, focused on helping, not selling
  • Compare plans and incorporate your existing policies
  • Assist you in discovering the best fit and maximizing your benefit
WhatsApp: 6016 5980
Health Specialist

Health Checkup Referrals

Hotline: 3008 8123
WhatsApp:3008 8123
Claim Specialist

Claim Assistance

  • From claim pre-approval and payout estimates to cashless hospitalization
  • Guide you through the claims process
  • Monitor your claim status and clarify the settlement
Urgent Claims Support
We know emergencies demand urgency.
Our urgent support includes:
  • Quick payout estimates
  • Fast-track medical pre-approvals
Extended Service Hours:

Saturday & Sunday: 2:00 pm - 6:00 pm (Closed on Public Holidays)
WhatsApp: 3008 8123

Customer Service Centre

Ground Floor, Queen’s Centre, 58 – 64 Queen’s Road East, 

Wan Chai, Hong Kong
(2 minutes walk from Three Pacific Place)
Office Hours:
Monday to Friday: 10 am – 5:30 pm
Weekends and Public Holidays: Closed
Want to schedule an in-person visit? 
Call us at 3008 8123 at least one day in advance.

Expert Support at Every Step of the Way

Average Claim
Processing Time1
4.4 working days
Approved
Claim Rate2
99.53%
Customer Service
Satisfaction Rating3
>90%
Google Review4
4.5/5
1 As of March 2024, the average claim processing time for Bowtie is 4.4 business days. Processing times may vary depending on factors such as the complexity of the case and the time needed to obtain medical reports or other supporting documents.
2 As of February 24, 2024, the above is the average approved claim rate for all Bowtie insurance products, including Group Medical Insurance plans.
3 As of May 2024, Bowtie has handled 250,000 customer inquiries and has a customer satisfaction rate of over 90%.
4 As of May 2024, Bowtie's average Google review rating is 4.5/5.
Get answers from our self-service help site!
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FAQ

Does Bowtie VHIS cover outpatient services?

VHIS only reimburses for expenses of Pre- and post-confinement / Day case procedure outpatient care.

Additionally, the Flexi Plan and Bowtie Pink offer "Accident Emergency Outpatient" coverage, which reimburse medical expenses such as wound cleansing and dressing or stitching within 24 hours of an accident at a hospital's ER or outpatient department.

General outpatient services such as general practice, Chinese medicine, and dental treatments are not covered under Bowtie VHIS.

Will my renewal premiums increase due to claims? Will I be refused coverage due to a claim?

Bowtie will not increase your VHIS premiums or terminate your policy due to your past claims in Bowtie.

In fact, VHIS guarantees renewal. Once the policy is in effect, Bowtie VHIS Standard guarantees renewal till age of 100, while the VHIS Flexi Regular/ Plus and Bowtie Pink guarantee lifetime renewal. The annual renewal premiums will only be adjusted based on age and will never be increased due to individual’s claims history or health conditions after the policy is in effect.

Is there any waiting period for VHIS?

Generally, there is no waiting period for illnesses that arise after you enroll in Bowtie VHIS Plan.

Bowtie VHIS only has a waiting period for "pre-existing conditions unknown to you at the time of enrolment." These are conditions that you already had before enrolling, but were unaware of because there were no obvious symptoms, and you did not seek medical advice or treatment.

In simple terms, if you were unaware that you had a certain condition when you enrolled, but are later diagnosed and need treatment for it after enrolling, the eligible expenses will be subject to the following waiting periods and reimbursement ratios.

What is VHIS / What are the differences with Traditional Medical Insurance in the Market?

Voluntary Health Insurance Scheme (VHIS), regulated by the Health Bureau, is a personal medical insurance that reimburses eligible medical expenses related to hospitalization and day surgeries. All VHIS must meet several standardized product features including policy terms, minimum coverage, and premium transparency. Although insurers can have different coverages and designs for their Flexi Plans, all terms and coverages cannot be set below the standards of the  VHIS Standard.

If I already have medical insurance (Group/ Individual Medical Plan), how should I choose the Bowtie VHIS that is the most appropriate?

You can consider Bowtie Pink VHIS with a deductible to supplement your existing health insurance (commonly known as "Top-Up" insurance), which can enhance protection while also helps saving on premiums.

Based on the coverage level of your company's group medical insurance, you can decide on an appropriate deductible. When you need to file a claim, you can first claim it from your company's group medical insurance, and the remaining eligible medical expenses, after deducting the deductible, can be covered by Bowtie Pink.

For example, if you opt for the Bowtie Pink VHIS plan with a HK$20,000 deductible, of which the deductible is calculated per policy year, meaning you need to bear the first HK$20,000 of eligible medical expenses each policy year (including expenses claimed from company health insurance), after which Bowtie will cover for the remaining eligible medical expenses.

If needed, you can also seek product advice via WhatsApp at 6016 5980!

Note: Bowtie offers various products with different levels of coverage. You can consider and choose the most appropriate insurance product based on your personal needs and financial capacity.

Is health assessments required for underwriting prior to purchasing Bowtie VHIS?

Not required. Except for individuals over age 65 purchasing BowtiePink, you simply need to visit the Bowtie VHIS website, click "Apply Now", and complete the health declaration (underwriting questions).

We will base on your response in the health declaration in understanding any of your previously diagnosed conditions and their severity. Generally, we are able to calculate the most fair and accurate premium instantly. Most of the questions in the health declaration (95%) are multiple-choice.

The insured person whose age is between 66 and 80 must go to designated clinics to complete the following health assessments for underwriting, after applying for Bowtie Pink.

  • Health questionnaire
  • Resting electrocardiogram
  • Urinalysis
  • Blood tests include: i) liver function test, ii) kidney function test, iii) complete blood count, iv) lipid (cholesterol), v) fasting blood glucose, vi) glycosylated hemoglobin and vii) hepatitis B surface antigen

How to cancel policy?

How to cancel your policy:

  1. Log in to your Customer Portal
  2. Click “My protection”, then choose “Policies and Plans”
  3. Find the relevant policy which you want to cancel, and click "View"
  4. Click “Amend policy”, choose "Cancel

You may only obtain full refund of the premium and levy paid if the policy is cancelled within the 21-day cooling-off period (period start once policy is effective) and without benefits payment previously and in process. 30-day notice period is needed for any policies cancelled after cooling-off period and during renewal.

What can I do if I have lost my original receipt?

In general, you will need to have the original receipt for your claim. If you have lost your receipt, you can request a certified true copy of the receipt from the hospital or the doctor and upload it to Bowtie's online platform for special approval, together with the reason for the loss.

Useful Links

Insurance 101

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Recommended Plans

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Referral Program

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