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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

Travel

Lodge your travel insurance claim online. Easy and Quick.

Online Submission

Frequently Asked Questions

Domestic Helper

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

Domestic Helper Outpatient Claim Form (Hang Seng Bank Customers)

Domestic Helper Claim Form (Other Customers)

Home 

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

Fire/Home Claim Form (Hang Seng Bank Customers)

Property Claim Form (Other Customers)

Property & Liability Claim Form (Other Customers)

Personal Accident

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

Personal Accident Claim Form (Hang Seng Bank Customers)

Personal Accident Claim Form (Other Customers)
Private 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)
Personal Health

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

Hospital Cash Claim Form (Hang Seng Bank Customers)

Health Protector and Health Protector Plus – Hospitalisation & Surgical Claim Form (Other Customers)
Cruise

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

Pleasure Craft Claim Form (Hang Seng Bank Customers)

How to Make a Claim for Personal 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
Domestic Helper Outpatient Claim

• Submit to our Claims Services team original receipt(s) issued by the attending physician with the following information:
   1. Name of patient
   2. Date of consultation
   3. Breakdown charges for each service performed
   4. Exact nature of sickness
   5. Name of Policyholder, policy number and contact telephone number

Domestic Helper Hospitalisation Claim
• Hospitalisation and Surgical Claim Form first part completed by the claimant
• Hospitalisation and Surgical Claim Form second part completed by the attending physician
• Hospital bill(s) and receipt(s) as well as doctor receipt(s)

Download a claim form:

Domestic Helper Outpatient Claim Form (Hang Seng Bank Customers)
Domestic Helper 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. Photo(s) 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) and 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:

Fire/Home Claim Form (Hang Seng Bank Customers)
Property Claim Form (Other Customers)
Property & Liability Claim Form (Other Customers)

Accidental Medical Expenses Claim
• Submit to our Claims Services team a duly completed claim form and the following required documents:
   1. Original medical, hospital bill(s)/ receipt(s)
   2. Original sick leave certificate(s) with diagnosis issued by the medical practitioner

Permanent Total Disablement Claim
• Submit to our Claims Services team a duly completed claim form and an original medical report showing the extent of injury and the percentage of permanent disability.

Total Temporary Disablement Claim
• Submit to our Claims Services team a duly completed claim form and the following required documents:
   1. Income proof such as pay slip, tax return or bank statement
   2. Leave certificate(s) stating diagnosis from the medical practitioner

Death Claim
• Submit to our Claims Services team a duly completed claim form and the following required documents:
   1. Death certificate
   2. Police report
   3. Medical report
   4. Witness statement and autopsy report

Download a claim form:

Personal Accident Claim Form (Hang Seng Bank Customers)
Personal Accident Claim Form (Other Customers)

Road Accident or Theft of Vehicle Claim

• Report to the police immediately.
• 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)

Health Protector and Health Protector Plus – 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
• Additional information may be required to process your claim.

Download a claim form:

Health Protector and Health Protector Plus – Hospitalisation & Surgical Claim Form (Hang Seng Bank Customers)

Hospital Cash Plan – Hospitalisation Claim

• Submit the following required documents to our Claims Services team:
  1. Hospital Cash Plan Claim Form Section A and B completed by the claimant
  2. Hospital Cash Plan Claim Form Section C completed by the attending physician
  3. Hospital bill(s) and receipt(s) as well as doctor receipt(s)
  4. Additional information may also be required to process your claim

Download a claim form:

Hospital Cash Plan Claim Form (Other Customers)

 

• 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 and forward to us all correspondences directly relating to a third party claim.
• For claim involving a third party, collect details of the person in charge of the boat(s) and witness(es) involved in the incident, if applicable.
• Safely berth the vessel for inspection or investigation.
• Keep the damaged equipment/ parts for inspection.
• All claims involving theft must be reported to the police.
• Download the relevant claim form from the above section of this page, and provide the following required documents for the claim:
   1. Duly-filled and signed Pleasure Craft Claim Form
   2. Photo(s) of the damage
   3. Repair quotation
   4. Certificate of Registry, vessel licence and master certificate (if applicable)
   5. Maintenance records
   6. Police report and copy of the Marine of Report Incident (if applicable)

Download a claim form:

Pleasure Craft Claim Form

 

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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