Customer Help

Ready to drop by and talk to a Troo Advisor? We're excited to welcome you back!

Don't worry. Here are our safety measures. Please follow them on your visit.




How can I reach Troo at this time?

For questions and concerns, please use any of our communication channels:

Email

AskMe@troo.life

Phone

0917.6314305 or 0917.5451683 for mobile

(02) 7215.0275 or (02) 7616.6747 for Duo

Facebook

https://www.facebook.com/hello.troo

Send us a PM with your name, contact number and location and we'll connect you with a Troo Advisor nearest you.

New Applications

I applied for a Troo policy, but I tested positive for COVID-19, will you still insure me?

Thanks for your interest in our solutions. We'll review your application based on our guidelines. And we'll get back to you as soon as possible to let you know how it goes.


I'm interested in getting a Troo policy. Can I get one online?

We don't sell online. But send us a message on our Facebook page with your name, contact number and location and we’ll connect you with a Troo Advisor nearest you.


Insurance Cover

Does Troo cover COVID-19? How about hospital expenses?

All our solutions give you coverage for COVID-19.

If your policy has a Hospital Cash rider, you'll get a daily cash benefit as long as your hospital confinement due to COVID-19 is at least 48 hours. For policies in force before March 31, 2020, we've waived the 90-day waiting period so you can focus on getting better.


Does my Troo policy cover testing for COVID-19?

Testing for COVID-19 is not covered.


I recently travelled abroad and I got the virus there. Am I still covered?

Yes, you’re still covered. And if you’re an existing Troo policyholder (with in force policy before March 31, 2020) with a Hospital Cash rider, the 90-day waiting period is waived. You can file a claim as long as hospital confinement due to COVID-19 is at least 48 hours.


Payments

I read about the grace period extension. Can you explain that to me? 

The grace period for premium payments is now at 90 days, for policies with due dates from March 15 to May 31, 2020. This extension means that you’ll still be covered even if you haven’t paid your premium. This means your policy will not lapse.


Examples:

• Premium due is on  March 15, 2020 - grace period is until June 13, 2020

• Premium due is on May 31, 2020 - grace period is until August 29, 2020

Three (3) months to pay your premium


I want to pay my premiums, but I don't want to go outside. How can I pay online?

Here are options to pay your premiums from the safety of your home.

  • GlobalPay (credit card)
  • EastWest Online Payment - via website or mobile app. To learn how to pay your premiums via EastWest Online Banking, please visit https://troo.life/downloads/resources.
  • Auto-Debit Arrangement (ADA) - make sure your account has enough funds to cover your premium


I pay via ADA/GlobalPay/Quick Bill. But I want to postpone automatic deductions/charging now. How do I go about it?

If you use ADA, GlobalPay or Quick Bill to pay your premiums, it's best to make sure you have enough funds or credit limit to cover them.


If you'd rather hold off automatic deductions/charging, please contact us at least seven (7) business days before your due date if you need help in getting this sorted out. If we don't hear from you, your automatic payment arrangements will proceed as scheduled.


Once we've succesfully deducted from your bank account or charged your credit card, we apologize that we will not be able to refund because these premiums would have already been processed/invested. For VUL policies, if we are unable to collect your premium, the charges will be deducted from your policy account value, if sufficient.


Claims

How do I go about a claim for hospitalization or death due to COVID-19?

As the beneficiary, you will need to submit the requirements below (based on the situation) to ClaimsOps@troo.life.

For hospitalization due to COVID-19 (if the policy has a Hospital Cash rider):

  1. Claimant Statement Form
  2. Attending Physician Form/Discharge Summary/Medical Certificate
  3. Hospital Statement of Account (with room and board charges)
  4. Photocopy of ID of Claimant (if different from Policy Owner/Insured)
You can also submit a claim via our customer portal, GoTroo. Just log in with your mobile number or e-mail address to https://gotroo.life/login. Click on “Submit a Claim”; choose “Hospital Cash’; and attach the required documents with your e-signature.

For death due to COVID-19:

  1. Claimant Statement Form
  2. Attending Physician Form
  3. Death Certificate
  4. Photocopy of ID of Claimant/Beneficiary
  5. Hospital Statement of Account (with room and board charges) if the policy has a Hospital Cash Benefit rider

For any claim, i.e. Hospital Cash rider, Critical Illness rider and Death, terms and conditions will apply.

How long does it take to receive my claim?

Once we have received your request, and all the required documents completely, and claim is payable, we should be able to give you the benefit in 7-10 days.


Sources

Where can I find more information about COVID-19?

We constantly check the sites of the Department of Health (DOH) and World Health Organization (WHO) for updated information on COVID-19. You can click on these links:


https://www.who.int/emergencies/diseases/novel-coronavirus-2019

https://www.doh.gov.ph/


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