Claims

Philosophy

It is our commitment to provide high quality claims services to ensure all claims falling within the policy terms and conditions to be handled fairly and efficiently.

Proper claims handling procedure at the first instance is critical to the future development and the speed of settlement of your claims. On the contrary, any mishandled claim may prejudice your right in claiming against the insurance policy. However, you, as the Insured, often have no idea of what should or should not be done in case of claims. We, therefore, give some tips of procedure and guideline on how to notify us at a time of accident happens.

Our ultimate aim is to simplify claim processes as much as we can so as to deliver our claims services faster and simpler in making our customer having a good claim experience journey.
Motor Claim
Motor Claim
  • Check your insurance coverage (Comprehensive Cover or Third Party Cover).

  • Complete and submit the Motor Claim Form (PDF) together with the required documents to us immediately after the accident.

Comprehensive Cover
  • If the accident involves damage to the insured vehicle,

    • Tow the damaged vehicle to the nearest garage for obtaining repair quotation.

    • Ask the repairer to submit the quotation to us for assessmentl. No repair work should be commenced prior to our approval of the repair cost.

    • We will appoint motor surveyor to assess the repair cost and make necessary adjustment.

    • After adjustment, we will issue a "Motor Satisfaction Note/ Subrogation Form" to the repairer as an instruction to commence the repair work and a copy of which will be sent to you for reference.

    • After the repair is completed, the repairer will notify you and you have to sign the "Form" to the repairer when you collect the vehicle. You also have to pay the Policy Excess (if applicable) and Betterment (if any) to the repairer.

  • Windscreen Damage Only (if the repair cost is under HK$4,000, the "No Claim Discount" will not be affected)

    • Take photos of the damaged windscreen prior to repair. The photos should also show the vehicle registration number of your vehicle.

    • Take the vehicle to the windscreen repairer for replacement.

    • Obtain repair receipt from repairer and forward it to us together with photos for reimbursement.

Third Party Cover
  • If the accident involves third party property damage or bodily injury,

    • Report the accident to the Police immediately, and lodge your complaint against the third parties who caused the accident with the Police to protect your interest.

    • Make a complaint to the third parties, who caused the accident.

    • On the other hand, do not admit liability to third parties without our consent. Otherwise, you may breach the policy conditions and prejudice your right to recover from the insurance policy.

    • Forward all third party correspondence / writs of summons to us unanswered immediately upon receipt.

Household / Property Claim
Household / Property Claim

Complete and submit the relevant Claim Form (PDF) to us within 30 days since the occurrence:

  • Burglary

    • Report the case to the Police immediately upon happening and obtain a police report number for future reference.

    • We may appoint a loss adjuster to investigate the case if the circumstance warranted.

    • Forward purchase and replacement invoice of the lost items to us for our consideration of the claim.

  • Accidental Damage

    • Take photos of the damaged items and forward to us together with repair quotation for our consideration.

    • We may appoint a loss adjuster to investigate the case if the circumstance warranted.

    • Forward original purchase invoice and replacement invoice of the lost/damaged items to us for consideration of the claim.

  • Water Damage

    • Identify source of water and stop it without delay.

    • Move property away from water to minimize damage.

    • Forward repair quotation / replacement invoice of the lost/damaged items for our consideration of the claim.

  • Fire

    • Report to the Fire Service Department and obtain report number.

    • We may appoint a loss adjuster to investigate the case if the circumstance warranted.

    • Forward repair quotation / replacement invoice of the lost/damaged items for our consideration of the claim.

Residential Building Claim
Residential Building Claim

In case of loss, the Insured shall:

  • notify us immediately;

  • complete and submit the claim form with required documents to us within 30 days;

  • obtain at least 2 quotations should repair work is required;

  • give particulars of all other insurances on the building, if any.

Cargo Claim
Cargo Claim
  • If your receives damaged cargo form the carrier, an immediate joint survey must be carried out and a claim lodged with the carrier. Put a written remark on the receipt for future recovery. In other words, do not issue a clean receipt to the forwarder or carrier.

  • If you discover any loss or damage to the cargo after receiving, a claim must be lodged against the carrier within three days of delivery and steps taken promptly for a survey. In other words, you must immediately inspect the cargo upon receipt.

  • Appoint survey agent, which is named in the insurance policy, to conduct an investigation on the loss.

  • Send a written claim notification to the forwarders or carriers immediately to protect your right of recovery against them.

  • Submit the following documents to us:

    • Original Certificate/Policy of Insurance.

    • Original Shipping Invoice.

    • Original Bill of Lading or Airway Bill

    • Survey Report / exception list or other documentary evidence to show the extent of loss or damage.

    • Landing account and weight notes at final destination for shortage claim.

    • Correspondence exchanges with the carriers and other parties regarding their liability for the loss or damage.

Public Liability Claim
Public Liability Claim
  • Complete and submit the Public Liability Claim Form (PDF) to us immediately whenever any accident happened resulting in third party property damage or bodily injury.

  • Do not admit liability or offer payment to third party without our approval. Otherwise, you may breach the policy conditions, and prejudice your right to recover from the insurance policy.

Forward all third party correspondence / writs of summons to us unanswered immediately upon receipt.

Employee's Compensation Claim
Employee's Compensation Claim

If an employee sustains an injury or dies as a result of an accident arising out of and in the course of his employment, his employer is in general liable to pay compensation under the Employee's Compensation Ordinance even if the employee might have committed acts of faults or negligence when the accident occurred.

Non-fatal accident

For sick leave less than or equal to 3 days

  • Complete Form 2B and send original to the Labour Department within 14 days of accident whilst copy send to us.

  • Submit original sick leave certificate to us to substantiate the sick leave period.

  • Should your employee want to claim medical expenses incurred, original medical bill must be submitted to us for reimbursement.

  • Upon receipt of the above documents, a Direct Settlement Form will be sent to you for signature and return to us for settlement.

For sick leave more than 3 days
  • Complete the Form 2 and send original to the Labour Department within 14 days of accident whilst copy send to us.

  • If the sick leave period is less than 7 days and no permanent disability suffered by the injured employee, employer and employee can choose to settle the claim directly by completing Part H of the Form 2.

  • Upon receipt the above documents, we will issue a Direct Settlement Form to you for signature of both the employer and the injured employee and make settlement upon receipt.

  • Should the sick leave period be more than 7 days, you have to keep us closely informed of the status of the injured employee by submitting the original sick leave certificate to us from time to time you have received from the injured employee.

  • After the injured employee attended the Medical Assessment Board of the Labour Department, a Certificate of Assessment (Form 7) will be issued to certify the % of permanent loss of earning capacity awarded. Upon receipt of the Form 7, you should forward the original to us immediately.

  • If no objection from both the employer and employee on the Form 7, a Certificate of Compensation Assessment (Form 5) will be issued by the Labour Department to inform you the amount of compensation awarded to the injured employee.

  • You are under the EC Ordirance to settle the compensation to the injured employee within 21 days from the date of issue of the Form 5.

  • Forward the original Form 5 together with all original sick leave certificates to us for reimbursement.

  • Should you receive any writs of summon in relation to the accident, you must forward the same to us immediately.

Fatal Accident
  • Complete the Form 2 and send original to the Labour Department within 7 days from the date of accident whilst copy sent to us.

  • Should you receive any writs of summon / correspondence from other parties, please forward to us unanswered immediately.

Yacht Claim
Yacht Claim
  • Complete and submit the Yacht Claim Form (PDF) to us immediately whenever any accident happened resulting in a claim under the Policy.

  • Check whether yacht damage is covered under the insurance policy. If positive, submit repair quotation to us for approval prior to repair.

  • We will appoint surveyor to inspect the damaged yacht and make necessary adjustment on the repair cost.

  • You will be informed of the adjusted repair cost.

  • Settle the repair cost by yourself and submit repair receipt to us for reimbursement upon completion of the repair work.

  • Should the coverage only limited to third party property damage and bodily injury, forward all third party claims to us unanswered immediately.

Do not admit liability or offer payment to third parties without our approval. Otherwise, you may breach the policy conditions, and prejudice your right to recover from the insurance policy.

Domestic Helper Claim
Domestic Helper Claim
Outpatient Claim
  • Submit original medical receipt to us and write down the Policy Number, Name of Insured and contact telephone number on the back of the receipt.

  • Diagnosis must be clearly shown on the medical receipt.

  • Claim must be submitted within 30 days after consultation.

  • Pre-existing disease is not covered.

Inpatient Claim
  • Submit original medical bill together with discharge form from hospital to us and write down Policy Number, Name of Insured and contact telephone number on the back of the receipt.

  • Diagnosis and detail breakdown of individual expense items must be clearly shown on the medical receipt.

  • Claim must be submitted within 30 days after discharge from hospital.

  • Pre-existing disease is not covered.

Personal Accident Claim
Personal Accident Claim
  • Complete and submit the Personal Accident Claim Form (PDF) to us immediately whenever any accident happened resulting in a claim under the Policy.

  • Both the claimant and the attending medical practitioner should sign the claim form where appropriate.

  • Submit original medical bills/receipts to us.

  • Diagnosis must be clearly stated in the medical receipts.

  • Original sick leave certificate must be submitted to us to certify the sick leave period.

  • Employer's confirmation on sick leave period must be submitted for claim of weekly benefit.

DISCLAIMER
  • Particulars mentioned here are for reference only. Should there be any difference between here and your policy, you should refer to the latter.

  • In addition to the information or document listed here, we may ask for more specific documents for our consideration of the claim.