Claims Procedures
Your Preparation
  1. Download and complete the claim form
  2. Gather all supporting documents
  3. Submit claim form and supporting documents within 30 days by Email, Fax or Mail
Our Services
  4. SMS acknowledgement
  5. Claims review and approval
  6. Settlement by Cheque or Direct Credit
Claim Documents
Travel Insurance
Travel Insurance Claim Procedures
 
 All Kinds of Accidents Related Section(s)
Main Action and / or Supporting Documents Required
  1. Submit to us a duly completed claim form, signed and stamped (if appropriate) by the Insured / Insured Company together with the required documents and information listed under the relevant section as soon as possible.
    • Notice of any claim must be given to us within 30 days after the happening of an event.
    • In the instance of a claim under Section 6 (Personal Liability Benefit), such notice must be given to us within 14 days after an incident giving rise to such a claim.
  2. Boarding pass / e-ticket / itinerary / chop on a passport to show the journey started and ended in Hong Kong.
  3. Report within 24 hours of the loss to local police for any incident relating to malicious damage, burglary, robbery or theft.
  4. If the incident is caused by a third party, you need to record the name, place and time of the incident as well as the contact details of all parties concerned, including details of any witnesses for further investigation by us.
Remarks: The list of documents required below is not exhaustive. Additional documents may be required by us for processing your claim.
All Sections
 
Medical and Other Expenses Claim  
  1. The original medical / hospital bill(s) / receipt(s) and medical report(s) with clearly marked diagnosis and certified by a legally qualified and registered medical practitioner / hospital.
  2. Original receipts of other related expenses, if applicable.
  3. For emergency medical evacuation, medically supervised repatriation or repatriation of mortal remains, please contact the Emergency Assistance Service Provider shown on the policy.
1. Emergency Medical Expenses and Assistance
 
Personal Accident Claim  
  1. Original police report. When a police report is provided, please include the case number and the address of the police station.
  2. Copy of police statement, if any.
  3. Permanent total disablement claim – original medical report(s) showing the extent of injury and the percentage of permanent disability.
  4. Death claim – death certificate and autopsy report of the deceased.
  5. Death claim – letters of administration.
2. Personal Accident
 
Journey Cancellation Claim  
  1. Original receipts showing any pre-paid costs or deposits made.
  2. Original certificate proving the non-refundable amount of travel expenses paid in advance.
  3. Relationship proof e.g. marriage certificate or birth certificate, if applicable.
  4. Medical certificate indicating diagnosis and reason that the insured person is unfit for travel.
  5. Copy of the original itinerary.
3. Journey Cancellation and Journey Interruption
 
Journey Interruption Claim  
  1. Original receipts showing any pre-paid costs or deposits made.
  2. Original certificate proving the non-refundable amount of travel expenses paid in advance.
  3. Relationship proof e.g. marriage certificate or birth certificate, if applicable.
  4. Medical certificate indicating diagnosis and reason that the insured person is unfit for travel.
  5. Original receipts for the additional travel and hotel expenses incurred.
  6. Copy of the original itinerary.
3. Journey Cancellation and Journey Interruption
 
Compulsory Quarantine Claim  
  1. Original documentary proof certifying the cause and duration of the compulsory quarantine by the relevant Government authority or hospital.
3. Journey Cancellation and Journey Interruption
 
Baggage & Personal Effects, Money, Credit Card Protection and Travel Documents Claim  
  1. Evidence and proof of the cause of damage.
  2. Original repair quotation(s) if the damaged property(ies) can be repaired.
  3. Original replacement quotation(s) if the damaged property(ies) needs to be replaced.
  4. Original supporting documents showing the value of the lost / damaged property(ies).
  5. Original loss / damage report from relevant authorities (e.g. police / airline company / hotel). When a police report is provided, please include the case number and the address of the police station.
  6. Copy of police statement, if any.
  7. Photos showing the extent of the property(ies) damages.
  8. Compensation details and breakdown from other insurers / parties (e.g. airline company), if any.
  9. Cash withdrawal record and foreign currency exchange slip.
  10. Death certificate and credit card statement (applicable for Credit Card Protection claim).
4. Personal Effects
 
Travel Delay Claim  
  1. Carrier's (e.g. airline / train / vessel company) certificate stating the reason and number of hours of travel delay.
  2. Documentary proof of original and revised itinerary.
5. Delay Coverage
 
Baggage Delay Claim  
  1. Carrier's (e.g. airline / train / vessel company) certificate stating the reason and number of hours of baggage delay. 
  2. Original purchase receipts of essential items or clothing or requisites for baggage delay.
  3. Documentary proof showing additional costs to get back the delayed baggage.
5. Delay Coverage
 
Personal Liability Claim  
  1. Incident report, if any.
  2. Original police report, if any.
  3. Copy of police and witness statements, if any.
  4. Photographic, CCTV evidence and / or any other evidence that may assist in defending the claim.
  5. Any claims, complaint letters, letter of demand, writ of summons or other communications from the Third Party.
Remarks: Do not admit liability and forward to us immediately any correspondences from the third party for our handling.
6. Personal Liability
 
Compassionate Death Cash Claim  
  1. Death certificate, autopsy report, police report and police statement.
  2. Relationship proof e.g. marriage certificate or birth certificate, if applicable.
7. Compassionate Death Cash
 
Trauma Counselling Claim  
  1. The original medical / hospital bill(s) / receipt(s) and medical report(s) with clearly marked diagnosis and certified by a legally qualified and registered medical practitioner / hospital.
8. Trauma Counselling
 
Rental Vehicle Excess Claim  
  1. Copy of rental vehicle's comprehensive insurance policy.
  2. Copy of vehicle rental agreement.
  3. Original excess payment receipt and rental vehicle receipt.
  4. Copy of rental vehicle damage incident report.
9. Rental Vehicle Excess
 
Loss of Green Fees (Golf) Claim  
  1. Original receipts showing any pre-paid costs made for the green fees or golf tuition fees.
  2. Original certificate proving the non-refundable amount of the green fees or golf tuition fees paid in advance.
  3. Medical certificate indicating diagnosis and reason that the insured person is not able to take part in or use the golf course or tuition.
10. Loss of Green Fees (Golf)
 
Additional Journey Cancellation and Interruption Claim  
  1. Original receipts showing any pre-paid costs or deposits made.
  2. Original certificate proving the non-refundable amount of travel expenses paid in advance.
  3. Relationship proof e.g. marriage certificate or birth certificate, if applicable.
  4. Medical certificate indicating diagnosis and reason that the insured person is unfit for travel.
  5. Original receipts for the additional travel and hotel expenses incurred.
  6. Copy of the original itinerary.
Optional Coverage
(A. Cruise Vacation Rider)
 
Cruise Cancellation and Interruption Claim  
  1. Carrier's (e.g. airline / cruise company) certificate stating duration and reason of travel delay and interruption.
  2. Original receipts showing any pre-paid costs made for the cruise tour.
  3. Original certificate proving the non-refundable amount of cruise tour expenses paid in advance.
  4. Documentary proof showing the additional costs for travel fare.
  5. Documentary proof of original and revised itinerary.
Optional Coverage
(A. Cruise Vacation Rider)
 
Excursion Tour Cancellation Claim  
  1. Reason for cancelling the excursion tour with the relevant supporting documents; e.g. certificate from the medical practitioner or cruise company.
  2. Original receipts showing any pre-paid costs made for the excursion tour.
  3. Original certificate proving the non-refundable amount of excursion tour expenses paid in advance.
Optional Coverage
(A. Cruise Vacation Rider)
 
Dive Tour Claim  
  1. Medical certificate indicating diagnosis and reason that the insured person is unfit for scuba diving.
  2. Original receipts showing any pre-paid costs made for the dive tour.
  3. Original certificate proving the non-refundable amount of dive tour costs paid in advance.

Optional Coverage

(B. Scuba Diving Rider)

 
Equipment Hire  
  1. Evidence and proof of the cause of damage for the hiring diving equipment.
  2. Repair or replacement quotation for the destroyed or damaged hiring diving equipment.
  3. Original hiring receipt of the lost / damaged diving equipment.
  4. Original loss / damage report from relevant authorities (e.g. police / rental company). When a police report is provided, please include the case number and the address of the police station.
  5. Copy of police statement, if any.
  6. Photos showing the extent of the diving equipment damages.
Optional Coverage
(B. Scuba Diving Rider)
Home Insurance
Home Insurance Claim Procedures
 
 All Kinds of Accidents Related Section(s)
Main Action and / or Supporting Documents Required
  1. Submit to us a duly completed claim form, signed and stamped (if appropriate) by the Insured / Insured Company together with the required documents and information listed under the relevant section as soon as possible.
  2. Report immediately to police any incident relating to malicious damage, burglary, robbery or theft.
  3. If the incident is caused by a third party, you need to record the name, place and time of the incident as well as the contact details of all parties concerned, including details of any witnesses for further investigation by us.
Remarks: The list of documents required below is not exhaustive. Additional documents may be required by us for processing your claim.
All Sections
 
Home Contents Claim  
  1. Evidence and proof of the cause of damage.
  2. Original repair quotation(s) if the damaged property(ies) can be repaired.
  3. Original replacement quotation(s) if the damaged property(ies) needs to be replaced.
  4. Original supporting documents showing the value of the lost / damaged property(ies).
  5. Original loss / damage report from relevant authorities such as the building management or police. When a police report is provided, please include the case number and the address of the police station.
  6. Copy of police statement, if any.
  7. Photos showing the extent of the property(ies) damages; and the point of entry into and exit from the premises in case of burglary claim.
1. Home Contents "All Risks"
 
 
Personal Accident Claim  
  1. Original report from relevant authorities such as fire station, building management or police in relation to the accident (fire, robbery or burglary) that occurred at home. When a police report is provided, please include the case number and the address of the police station.
  2. Copy of police statement (if any).
  3. Permanent total disablement claim – original medical report(s) showing the extent of injury and the percentage of permanent disability.
  4. Death claim – death certificate and autopsy report of the deceased insured person.
  5. Death claim – letters of administration.
2. Personal Accident

Other Coverage
(5.3 Overseas Domestic Helper)
 
Personal Liability Claim  
  1. Incident report prepared by the company / staff involved / building management.
  2. Original police report, if any.
  3. Copy of police and witness statements, if any.
  4. Photographic, CCTV evidence and / or any other evidence that may assist in defending the claim.
  5. Any claims, complaint letters, letter of demand, writ of summons or other communication from the Third Party.
Remarks: Do not admit liability and forward to us immediately any correspondences from the third party for our handling.
3. Personal Liability
 
Worldwide Personal Effects & Valuables Claim  
  1. Evidence and proof of the cause of damage.
  2. Original repair quotation(s) if the damaged property(ies) can be repaired.
  3. Original replacement quotation(s) if the damaged property(ies) needs to be replaced.
  4. Original supporting documents showing the value of the lost / damaged property(ies).
  5. Original loss / damage report from relevant authorities such as police or airline company. When a police report is provided, please include the case number and the address of the police station.
  6. Copy of police statement, if any.
  7. Photos showing the extent of the property(ies) damages.
  8. Compensation details and breakdown from other insurers / parties (e.g. airlines), if any.
Other Coverage
(5.1 Worldwide Personal Effects & Valuables)
 
Building Items Claim  
  1. Evidence and proof of the cause of damage.
  2. Original repair quotation(s) if the damaged building item(s) can be repaired.
  3. Original replacement quotation(s) if the damaged building item(s) needs to be replaced.
  4. Original loss / damage report from relevant authorities such as the building management or police. When a police report is provided, please include the case number and the address of the police station.
  5. Copy of police statement, if any.
  6. Photos showing the extent of the building item(s) damages; and the point of entry into and exit from the premises in case of burglary claim.
Other Coverage
(5.2 Building All Risks)
 
Employees' Compensation Insurance Claim  
  1. Complete and submit the original Form 2 / Form 2A / Form 2B, which are available from the Labour Department’s website, to the Labour Department within fourteen (14) days of the accident along with copies of the relevant sick leave certificate(s). If the accident has resulted in a fatality, Form 2 should be submitted within seven (7) days of the accident. 

    Note: 
    Form 2 – For  incapacity for a period exceeding 3 days 
    Form 2A – For occupational disease 
    Form 2B – For incapacity for a period not exceeding 3 days
  2. Submit the copy of Form 2 / Form 2A / Form 2B to us together with the following documents when available:
    • Original sick leave certificate(s)
    • Original medical expense receipt(s), if any
    • Original Certificate of Compensation Assessment (Form 5), if applicable
    • Original Certificate of Assessment (Form 7), if applicable
    • Copy of Objection Form for Assessment, if applicable
    • Original Certificate of Review of Compensation Assessment (Form 6), if applicable
    • Original Certificate of Review of Assessment (Form 9), if applicable
Remarks: Any notice or correspondence in connection with the accident should be forwarded to us unanswered immediately upon receipt.
Other Coverage
(5.3 Overseas Domestic Helper)
 
Repatriation Expenses Claim  
  1. Employment contracts of both the repatriated insured helper and the new domestic helper.
  2. Original doctor’s report or certification confirming the unfitness of the insured helper to complete the employment contract.
  3. Death certificate of the repatriated insured helper, if applicable.
  4. Acknowledgement from Immigration Department of the termination of employment of the repatriated insured helper.
  5. Original payment receipt of air-ticket charges for the repatriated insured helper.
  6. Original payment receipt of the agent fee for the new domestic helper.
Other Coverage
(5.3 Overseas Domestic Helper)
 
Surgical & Hospitalization Expenses Claim  
  1. The original medical / hospital bill(s) / receipt(s) and medical report(s) with clearly marked diagnosis and certified by a legally qualified and registered medical practitioner / hospital.
Other Coverage
(5.3 Overseas Domestic Helper)
 
Clinical Expenses Claim  
  1. The original medical / dental receipt(s) with clearly marked diagnosis and certified by a legally qualified and registered medical practitioner / dentist.
Other Coverage
(5.3 Overseas Domestic Helper)
 
Loan Protection Claim  
  1. Loan supporting documents of the loan taken up by the insured helper.
  2. Death certificate of the insured helper, if applicable.
  3. Original doctor’s report or certification confirming the unfitness of the insured helper to complete the employment contract.
Other Coverage
(5.3 Overseas Domestic Helper)
 
Fidelity Guarantee Claim  
  1. Original police report and / or police statement copy.
  2. Original invoice(s) / receipt(s) of the loss / damaged property.
Other Coverage
(5.3 Overseas Domestic Helper)
Medical Insurance
Medical Insurance Claim Procedures
 
 All Kinds of Hospitalization Benefits Related Section(s)
Main Action and / or Supporting Documents Required
  1. Submit to us a duly completed and signed Claim Form (Section A to be completed by the Insured/Claimant and Section B to be completed by attending doctor) together with the required documents and information listed under the relevant section within ninety (90) days from the treatment date or discharge date.
  2. Pre-authorisation request for MRI, CT Scan and PET Scan, please call our appointed medical service provider, Dr. Vio and Partners Limited at (852) 3700 6623 for approval.
  3. Hospital guarantee request, please call our appointed medical service provider, Dr. Vio and Partners Limited at (852) 3700 6623 before five (5) working days of your hospital admission for arrangement.
** The list of documents required below is not exhaustive. Additional documents may be required by us for processing your claim.
All Sections
 
Hospitalization & Surgical Claim or Designated Critical Illness Claim  
  1. The medical / hospital bill(s) / receipt(s) with clearly marked diagnosis and certified by a legally qualified and registered medical practitioner / hospital.
    First Claim: please provide original receipts.
    Second Claim: please provide certified true copy of receipts and claims statement advice by other insurer, if applicable.
  2. Discharge Summary from the relevant ward clearly stating the diagnosis and treatment information for Government hospitalization claim (Section B of the Claim Form to be completed by your attending Doctor can be waived).
  3. Laboratory, X-Ray, CT Scan, MRI, Pathological, Endoscopic, Radiological, Histological reports and / or operating theatre summary, if applicable.
  4. Referral letters for specialist consultation or SRN nursing, if applicable.
  5. Pre-authorisation confirmation, if applicable.
Hospitalization & Surgical Benefits or Designated Critical Illness Benefits
SME Insurance
SME Insurance Claim Procedures
 
 All Kinds of Accidents Related Section(s)
Main Action and / or Supporting Documents Required
  1. Submit to us a duly completed claim form, signed and stamped (if appropriate) by the Insured / Insured Company together with the required documents and information listed under the relevant section as soon as possible.
  2. Report immediately to police any incident relating to malicious damage, burglary, robbery or theft.
  3. If the incident is caused by a third party, you need to record the name, place and time of the incident as well as the contact details of all parties concerned, including details of any witnesses for further investigation by us.
Remarks: The list of documents required below is not exhaustive.  Additional documents may be
required by us for processing your claim.
All sections
 
Property Claim  
  1. Evidence and proof of the cause of damage.
  2. Original repair quotation(s) if the damaged property(ies) can be repaired.
  3. Original replacement quotation(s) if the damaged property(ies) needs to be replaced.
  4. Original supporting documents showing the value of the lost / damaged property(ies).
  5. Original loss / damage report from relevant authorities such as the property management,
    police, etc. When a police report is provided, please include the case number and the address
    of the police station.
  6. Copy of police statement, if any.
  7. Photos showing the extent of the property(ies) damages; and the point of entry into and exit
    from the premises in case of burglary claim. 
1. Property All Risks
 
Business Interruption Claim  
  1. Original supporting documents to show the additional expenditures necessarily and reasonably incurred for the purpose of maintaining or resuming the normal operation of business in consequence of damage.
  2. Original supporting documents to show the length of interruption period.
2. Business Interruption
(A. Coverage)
 
Loss of Rent Claim  
  1. Original supporting documents to show the insured premises are unfit for occupation in consequence of damage.
  2. Original supporting documents to show the length of interruption period.
  3. Copy of tenancy agreement of the insured premises.
2. Business Interruption
(B. Extensions)
 
Public Utilities Claim  
  1. Original supporting documents to show the additional costs necessarily and reasonably incurred for the purpose of maintaining the normal operation of business due to damage of public utilities.
  2. Original supporting documents to show the length of interruption period.
  3. Original incident report from the public utility company.
2. Business Interruption
(B. Extensions)
 
Denial of Access Claim  
  1. Original supporting documents to show the additional costs necessarily and reasonably incurred for the purpose of maintaining the normal operation of business due to denial of access to the insured's premises.
  2. Original supporting documents to show the length of interruption period.
  3. Original report from relevant authorities such as the police, fire department etc.
2. Business Interruption
(B. Extensions)
 
Professional Accountants Fees Claim  
  1. Original supporting documents to show the professional accountants fees incurred in dealing with claims.
2. Business Interruption
(B. Extensions)
 
Money and Securities Claim  
  1. Original police report. When a police report is provided, please include the case number and the address of the police station.
  2. Copy of police statement, if any.
  3. Photos showing the point of entry into and exit from the premises in case of burglary claim.
  4. Original supporting documents to show the value of the lost property(ies) and cash claimed.
3. Money and Securities
(A. Coverage)
 
Damage to Safes Claim  
  1. Evidence and proof of the cause of damage.
  2. Original repair quotation if the damaged safes can be repaired.
  3. Original replacement quotation if the damaged safes needs to be replaced.
  4. Original supporting documents showing the value of the damaged safes.
  5. Original police report. When a police report is provided, please include the case number and the address of the police station.
  6. Copy of police statement, if any.
  7. Photos showing the extent of the damaged safes.
3. Money and Securities
(B. Extension)
 
Personal Accident Claim  
  1. Original police report. When a police report is provided, please include the case number and the address of the police station.
  2. Copy of police statement, if any.
  3. Permanent total disablement claim - original medical report(s) showing the extent of injury and the percentage of permanent disability.
  4. Death claim - death certificate and autopsy report of the deceased employee.
  5. Death claim - letters of administration.
3. Money and Securities
(B. Extension)

6. Personal Accident
 
Employee Dishonesty Claim  
  1. Original police report. When a police report is provided, please include the case number and the address of the police station.
  2. Copy of police statement, if any.
  3. Copy of employment contract of the staff involved.
  4. Original supporting documents showing the details of financial loss.
3. Money and Securities (B. Extension)
 
Public Liability Claim  
  1. Incident report prepared by the Company / staff involved / property management.
  2. Original police report, if any.
  3. Copy of police and witness statements, if any.
  4. Photographic, CCTV evidence and / or any other evidence that may assist in defending the claim.
  5. Any claims, complaint letters, letter of demand, writ of summons or other communication from
    the Third Party.
Remarks: Do not admit liability and forward to us immediately any correspondences from the third party
for our response.
4. Public Liability
 
Employees' Compensation Insurance Claim  
  1. Complete and submit the original Form 2 / Form 2A / Form 2B, which are available from Labour Department website, to the Labour Department within fourteen (14) days of the accident along with copies of sick leave certificate(s). 
    If the accident has resulted in fatality, Form 2 should be submitted within seven (7) days of the accident. 

    Note: 
    Form 2 - For incapacity for a period exceeding 3 days 
    Form 2A - For occupational disease
    Form 2B - For incapacity for a period not exceeding 3 days
  2. Submit the copy of Form 2 / Form 2A / Form 2B to us together with the following documents when available:
    • Original sick leave certificate(s)
    • Original medical expense receipt(s), if any 
    • Original Certificate of Compensation Assessment (Form 5), if applicable
    • Original Certificate of Assessment (Form 7), if applicable
    • Copy of Objection Form for Assessment, if applicable
    • Original Certificate of Review of Compensation Assessment (Form 6), if applicable
    • Original Certificate of Review of Assessment (Form 9), if applicable
Remarks: Any notice or correspondence in connection with the accident should be forwarded to us  unanswered immediately upon receipt.
5. Employees' Compensation