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QBE Claims Philosophy

As an insurance company, we expect to pay claims. Our premiums are designed to reflect the degree of risk and the probability of a claim as well as the terms of cover provided. In general, the wider the provided cover, the higher the premium.

When considering insurance, it is important to seek advice from an insurance agent or broker and read the proposed policy content to ensure the cover meets your expectations before entering an insurance contract.

How to Make a Claim

Every customer is unique and every claim is different.

We work closely with our customers to deliver professional and efficient claims services. With a wealth of experience and expertise in claims handling, our Claims Services team is committed to providing the guidance and support our customers need to resolve their claims when a loss occurs.

To learn more on how to file a claim, you may scroll down to the bottom of the page. The details provided below on this subject are for your general reference only. The actual claims process will be in alignment with the specific terms, conditions and exclusions stipulated in the relevant insurance policy.

Claim Forms

Group Travel

Lodge your travel insurance claim online. Easy and Quick.

Online Submission

Frequently Asked Questions

Commercial Motor

Download the claim form, complete and send it back to us with your supporting documents.

Report of Motor Car Accident (Hang Seng Bank Customers)

Motor Accident Claim Form (Other Customers)

Motor Windscreen Damage Claim Form (Other Customers)

Commercial Property

Download the claim form, complete and send back to us with your supporting documents.

Property Claim Form (Other Customers)

Property & Liability Claim Form (Other Customers)

Employees’ Compensation

Download the appropriate form, complete and send back to us with your supporting documents.

Notice of Accident Form 2 – incidents resulting in death or more than 3 days incapacity

Notice of Accident Form 2A – occupational disease, both fatal and non-fatal

Notice of Accident Form 2B – temporary incapacity not more than 3 days (no permanent incapacity)

General Accident

Download the claim form, complete and send back to us with your supporting documents.

Burglary/ Theft/ Robbery Loss Claim Form (Hang Seng Bank Customers)

General Accident Claim Form (Other Customers)

General Liability

Download the claim form, complete and send back to us with your supporting documents.

Third Party Liability Claim Form (Hang Seng Bank Customers)

Property & Liability Claim Form (Other Customers)

Public Liability Claim Form (Other Customers)

Group Health

Download the claim form, complete and send back to us with your supporting documents.

Group Medical Insurance – Outpatient Claim Form (Other Customers)

Marine

Download the claim form, complete and send back to us with your supporting documents.

Marine Cargo Claim Form (Other Customers)

Inland Transit Claim Form (Other Customers)

How to Make a Claim for Business Insurance?

Lodge your travel claim online at QBE Claims.

Lost Baggage and/or Personal Effects Claim

  • Report to the police at the place of loss within 24 hours and immediately obtain a loss report.
  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Invoice(s) and receipt(s) of the lost property
    2. Loss/ damage report(s) or certificate(s) from relevant authorities (for example, airline, hotel or the police)
    3. Compensation breakdown from relevant authorities (for example, airline or hotel), if applicable
    4. Photo(s) showing the extent of damage to the property, if applicable
    5. Receipt(s) and/or warranties relating to the lost/ damaged property if the property needs to be replaced
    6. Repair receipt(s) and prior approval of the quote from QBE Hong Kong if the damaged property has been repaired
    7. Air ticket and/or boarding pass

Lost Money and/or Travel Documents Claim

  • Report to the police at the place of loss within 24 hours and immediately obtain a loss report.
  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Receipt(s) for replacement of the lost travel document(s)
    2. Bank slip for exchange of foreign currency, if any
    3. Receipt(s) for extra transport cost, if any
    4. Receipt(s) for extra accommodation cost, if any

Medical and Other Expenses Claim

  • Contact the service provider shown on the policy for medical emergency evacuation, medically supervised repatriation or repatriation of mortal remains.
  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Medical and hospital bill(s)
    2. Medical report(s)/ certificate(s) stating diagnosis and commencement date of injury/ sickness and certified by a qualified medical practitioner
    3. Air ticket and/or boarding pass

Delayed Baggage Claim

  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Carrier's (airline) certificate stating the reason and duration of baggage delayed
    2. Receipt(s) of emergency purchase of essential items or clothing requisites
    3. Air ticket and/or boarding pass

Travel Delay Claim

  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Carrier's (airline) certificate stating the reason and duration of delay
    2. Receipt(s) for extra transportation/ accommodation expenses, if applicable
    3. Air ticket and/or boarding pass

Deposit and Cancellation Charges Claim

  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Supporting document(s) for the cancellation
    2. Receipt(s) showing prepaid, non-refundable traveling costs or deposits made
    3. Certificate(s) proving the non-refundable amount of travel expenses paid in advance
    4. Air ticket and/or booking confirmation

Curtailment Expenses Claim

  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Supporting document(s) for the curtailment
    2. Invoice(s)/ receipt(s) showing prepaid, non-refundable traveling costs or deposits made
    3. Invoice(s)/ receipt(s) of extra transportation and/or accommodation costs, if any
    4. Certificate(s)/ document(s) proving the non-refundable amount of travel expenses paid in advance
    5. Air ticket and/or booking confirmation

Aircraft Hijack Claim

  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Airline certificate(s) stating duration and reason of delay or interruption
    2. Air ticket and/or boarding pass

Personal Liability Claim

  • Do not admit liability, and refer all correspondence to our Claims Services team for handling.
  • Lodge your claim online together with a photo or scanned copy of the following required documents:
    1. Photo(s) showing the extent of the third-party property damage and/or body injury and the scene of the accident, if possible
    2. Any third-party correspondence, summons or writs, which should not be answered but forwarded to our Claims Services team immediately
    3. Air ticket and/or boarding pass

Road Accident or Theft of Vehicle Claim

• Report to the police immediately.
• Download the relevant claim form from the above section of this page.
• Submit to our Claims Services team a duly completed claim form, stamped and signed by the company/insured, as well as the following required documents within 14 days:
   1. An estimate of repair costs, if insured under a comprehensive policy
   2. Original Letter of Consent duly signed by the insured driver
   3. Copy of the driver's HKID and valid driving licence
   4. Copy of the Hong Kong vehicle registration document (both sides)
   5. Copy of the statement made to police, if any
   6. Copy of the Screening Breath Test Result Form, if any
• If the other party is at fault, you will have to lodge a complaint to the police within 10 days.
• Additional information may be required to process your claim.

Third-party Claim

• Do not make any admission, offer, promise, payment, or indemnity without the prior consent of QBE Hong Kong.
• Immediately submit to our Claims Services team all received letters, claim, writ, and/or summons.
• It is also advisable to record:
  1. Particulars and nature of any bodily injury involved
  2. Vehicle registration numbers for all vehicles involved in the incident
  3. Contact details of all other parties involved
• Additional information may be required to process your claim.

Download a claim form:

Report of Motor Car Accident (Hang Seng Bank Customers)

Motor Accident Claim Form (Other Customers)

Motor Windscreen Damage Claim Form (Other Customers)

• Report immediately to the police any incident relating to malicious damage, burglary, robbery, or theft.
• Submit to our Claims Services team a duly completed claim form, stamped and signed by the company/ insured, and the following required documents:
   1. Evidence and proof of the cause of damage
   2. Original loss/ damage report from relevant authorities, such as the police (if a police report is provided, please include the case number and the address of the police station)
   3. Photos showing the location of incident, the extent of the damage, the point of entry into and exit from the premises in case of burglary
   4. Original supporting document(s) showing the value of the lost/ damaged item(s) or cash being claimed
   5. Original repair receipt(s) upon completion of repair work(s) subject to prior approval of the repair quote(s) from QBE Hong Kong on the damaged property
   6. Original purchase receipt(s) and replacement quotation(s)/ receipt(s) if the damaged property needs to be replaced
• Additional information may be required to process your claim.
• For other kinds of claims under packaged policies, please contact your insurance agent or broker or our Claims Services team. 

Download a claim form:

Property Claim Form (Other Customers)

Property & Liability Claim Form (Other Customers)

Letter of Consent to the Hong Kong Police

All Kinds of Accidents

• If the accident 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 our Claims Services team.
• Make a report to the police for a traffic accident, robbery, or any case involving criminal acts.
• If you receive any claim, letters, writ, or summons from the authorities or from the injured employee or a representative of any deceased employee, please do not answer them without the prior consent of QBE Hong Kong and forward all such correspondence to our Claims Services team.
• Select the appropriate Notice of Accident form based on the type of accident and complete the form to the best of your knowledge:

Notice of Accident Form 2 – incidents resulting in death or more than 3 days incapacity

Notice of Accident Form 2A – occupational Disease, both fatal and non-fatal

Notice of Accident Form 2B – temporary incapacity not more than 3 days (no permanent incapacity)

 

• Print the completed form, apply your company chop as well as the authorised signature, and send it to the Labour Department within 14 days after the incident. In the unfortunate event of a fatality, the Labour Department must be notified through the appropriate form within 7 days of the incident. Please note that these time periods include non-working days.

Fatal Accident

• Notify the Labour Department of any fatal accident by submitting the Notice of Accident Form 2 within 7 days<bold> of the accident.
• Provide the following required documents for the claim without delay:
  1. Copy of completed Notice of Accident Form 2
  2. Death Certificate
  3. Post Mortem report
  4. Employment contract
  5. Tax return of the deceased employee
  6. Incident report issued by relevant authority at place of death, if applicable

Non-fatal Accident

• Notify the Labour Department of any industrial accident by submitting the Notice of Accident Form 2 or Form 2B within 14 days of the accident.
• Provide the following required documents for the claim without delay:

For temporary incapacity not more than 3 days (no permanent incapacity):
  1. Original sick leave certificate(s) with diagnosis issued by the medical practitioner
  2. Medical receipt(s), if any
  3. Copy of completed Notice of Accident Form 2B

For temporary incapacity for a period exceeding 3 days but no more than 7 days (no permanent incapacity):
  1. Copy of completed Notice of Accident Form 2
  2. Original sick leave certificate(s) with diagnosis issued by the medical practitioner
  3. Medical receipt(s), if any

For temporary incapacity more than 7 days or any permanent incapacity:
  1. Copy of completed Notice of Accident Form 2
  2. Original sick leave certificate(s) with diagnosis issued by the medical practitioner
  3. Medical receipt(s), if any
  4. Original Certificate of Compensation Assessment (Form 5)
  5. Original Certificate of Assessment (Form 7), if any

Occupational Disease: Fatal Case

• Notify the Labour Department of any fatal accident by submitting the Notice of Accident Form 2A within 7 days of the accident.
• Provide the following required documents without delay:
  1. Copy of completed Notice of Accident Form 2A
  2. Death Certificate
  3. Post Mortem report
  4. Employment contract
  5. Tax return of the deceased employee
  6. Incident report issued by relevant authority at place of death, if applicable

Occupational Disease: Non-fatal Case

• Notify the Labour Department of any industrial accident by submitting the Notice of Accident Form 2A within 14 days after the accident.
• Provide the following required documents without delay:
  1. Copy of completed Notice of Accident Form 2A
  2. Original sick leave certificate(s) with diagnosis issued by the medical practitioner
  3. Medical receipt(s), if any
  4. Original Certificate of Compensation Assessment (Form 5)
  5. Original Certificate of Assessment (Form 7), if any
Burglary/ Money/ Fidelity Guarantee Claim

• Report immediately to the police any incident relating to burglary, robbery or theft.
• Submit a duly completed claim form, stamped and signed by the company or the insured to our Claims Services team.
• Provide the following required documents for the claim:
  1. Evidence and proof of the cause of damage
  2. Original loss/ damage report from relevant authorities such as the police (if a police report is provided, please include the case number and the address of the police station)
  3. Photo(s) showing the extent of the damage, the point of entry into and exit from the premises in case of burglary
  4. Original supporting document(s) showing the value of the lost/ damaged item(s) or cash claimed

Download a claim form:
 

Burglary/ Theft/ Robbery Loss Claim Form (Hang Seng Bank Customers)

General Accident Claim Form (Other Customers)

Letter of Consent to the Hong Kong Police

• Contact your insurance agent or broker, or our Claims Services team to discuss your case and lodge a general liability claim.
• Do not admit liability and refer all correspondence to our Claims Services team for handling.
• Submit a duly completed claim form, stamped and signed by the company/insured to our Claims Services team.
• Provide the following required documents for the claim:
   1. Incident report prepared by the company/ staff involved
   2. Police report, if available
   3. Witness statement, if available
   4. Third party's correspondence such as a letter of demand or a writ of summons
   5. Photographic evidence and/or any other evidence that may assist in defending the claim

Download a claim form:

Third Party Liability Claim Form (Hang Seng Bank Customers)

Property & Liability Claim Form (Other Customers)

Public Liability Claim Form (Other Customers)
Outpatient Claim

• Submit the following required documents to our Claims Services team:
   1. Group Medical Insurance Outpatient Claim Form completed by the claimant
   2. Original receipt(s) issued by the attending physician with the following information:
       - Name of patient
       - Date of consultation
       - Breakdown charges for each service performed
       - Exact nature of sickness
• For Outpatient Diagnostic Laboratory Tests, the following additional documents are required:
   1. A referral letter indicating signs and symptoms of the sickness issued by the attending physician
   2. Type of blood test/X-ray/ultrasound recommended by the attending physician
   3. A copy of the laboratory test report may also be required for reference
• For Outpatient Specialist Consultations, the following additional documents are required:
   1. A referral letter indicating signs and symptoms of the sickness issued by the attending physician 
   2. Name of medicine and drugs prescribed by the attending physician

Download a claim form:

Group Medical Insurance – Outpatient Claim Form

Hospitalisation Claim

• Submit the following required documents to our Claims Services team:
   1. Hospitalisation and Surgical Claim Form Part I completed by the claimant
   2. Hospitalisation and Surgical Claim Form Part II completed by the attending physician
   3. Hospital bills and receipts as well as doctor receipts

Maternity Claim

• For pre-natal claims, please submit all relevant receipt(s) issued by the attending doctor indicating the nature of consultation, types of tests performed if any.
• For delivery claims, please submit the following required documents:
   1. Hospitalisation and Surgical Claim Form Part II completed by the attending physician
   2. Hospital bill(s) and receipt(s) as well as doctor receipt(s)
• For post-natal claims, please submit all relevant receipt(s) issued by the attending doctor indicating the nature of consultation, types of tests performed, if any.

Cargo Claim

• Immediately contact the survey agent named in the insurance policy or certificate to conduct a survey about the loss or damage.
• File a claim in writing to the carriers, forwarders, bailees or other concerned parties regarding any missing or damaged cargo.
• Take reasonable measures to avert or minimise loss to the cargo.
• Take proper care of the damaged cargo and keep any salvage.
• In case packing must be removed to prevent further damage, take photos of the outer packing and cargo condition before and after packing.
• Provide the following required documents for the claim without delay:
   1. Original policy or certificate of insurance
   2. Original or copy of the shipping invoice(s), together with shipping specification and/or weight notes
   3. Original bill(s) of lading and/or other contract of carriage
   4. Survey report(s) or other documentary evidence to show the extent of the loss or damage
   5. Loading account and weight notes at final destination
   6. Correspondence exchanged with the carriers and other parties regarding their liability for the loss or damage

Download a claim form:

Marine Cargo Claim Form (Other Customers)

Inland Transit Claim Form (Other Customers)

 

Commercial Hull Claim


• Report the accident to the port authorities, when appropriate.
• Do not negotiate, settle, or admit any liability to a third party, and do not waive any right against any other parties.
• Safely berth the vessel for inspection or investigation.
• Keep the damaged equipment/ parts for inspection.
• Provide the following required documents for the claim without delay:
   1. Incident report detailing the circumstance of the incident
   2. Photos of the damage
   3. Repair quotation
   4. Copies of the vessel licence and the master certificate (if applicable)
   5. Maintenance records

Transport Operators’ Liability Claim

• Report the incident to the relevant authorities, when appropriate.
• Do not negotiate, settle or admit any liability to a third party, and do not waive any right against other parties.
• Take detailed records of the conditions of the damaged cargo.
• Provide the following required documents for the claim without delay:
   1. Incident report(s) detailing the circumstance of the incident
   2. Photo(s) of the damage
   3. Copy of any contract of carriage involved, for example, House Bill of lading and Master Bill of lading, etc.
   4. Cargo delivery receipt(s)

Marine Protection & Indemnity Claim

• Immediately notify the incident to the insurer or the local correspondents.
• Do not negotiate, settle or admit any liability to a third party and do not waive any right against other parties.
• Provide the following required documents for the claim:
   1. Master's full report detailing the cause and extent of damage or circumstances of incident
   2. Relevant document(s) such as Bills of Lading, charter party, loading/discharge records, crew contracts or other related case materials
   3. Third party claims document(s), if any

For enquiries, please contact your insurance agent or broker or our Claims Services team:


  Hang Seng Bank Customers Other Customers
Claims Hotline 852 2828 3133 852 2877 8608
Email claims.gihk@qbe.com qbehksiclaims@qbe.com
 
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