When Time Doesn't Define Limits
A rare illness, a forgotten claim, and the unexpected outcome a decade later
Understanding Rare Conditions
Steve Jobs famously noted that upon receiving his pancreatic cancer diagnosis, he didn't even know what a pancreas was. Critical illnesses are often more complex than we imagine, and medical science continues to identify conditions affecting people worldwide. Lacrimal gland cancer—affecting approximately three in one hundred thousand individuals—represents one such rare condition. One of our close contacts became one of the few to face this uncommon diagnosis.
Early Detection and Recovery
Fortunately, the cancer was detected early, providing valuable time for effective treatment. Thanks to advances in medical technology and dedicated healthcare professionals, he overcame the disease and recovered fully. A decade after his successful treatment, during a casual conversation, he shared his experience navigating this challenging journey.
A Forgotten Policy
When asked about his medical expenses, he paused—suddenly realising he had never filed a claim on a critical illness policy purchased years earlier. Years had passed since the purchase, and without anyone to remind him, the claim process had simply been overlooked. Despite policy time limitations that typically require claims within a specific period, we encouraged him to attempt the claim regardless. With nothing to lose, we accompanied him to complete the necessary documentation.
An Unexpected Outcome
The paperwork proved straightforward. Whether the delayed claim would succeed depended entirely on the insurer's approach to serving their customers. Several weeks later came unexpected news: the claim had been approved, resulting in a payout exceeding HK$800,000. Having never anticipated such an outcome after so many years, he expressed genuine gratitude. This unexpected sum ultimately funded his master's degree studies—an investment in his future that stemmed from forward planning made years before.
Reconsidering Industry Perceptions
Many hold misconceptions about insurance companies, viewing them primarily as profit-driven entities. In reality, these organisations exist to provide protection—offering a mechanism to transfer certain risks and provide security when needed. While operating as commercial institutions, successful insurers understand that sustainable growth comes from delivering genuine value and protection to customers. This case illustrates how customer-focused practices can create meaningful outcomes, even in unexpected circumstances.
Key Outcome
Successfully recovered HK$800,000+ claim after 10 years, funding postgraduate education