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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.

Online Submission

Frequently Asked Questions

For Hang Seng Bank Part-Time Domestic Helper Insurance Plan customers, please send us a copy of Notice of Accident Form together with your supporting documents:

Notice of Accident Form 2 or Form 2A or Form 2B

personal claims home

Home 

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

Home/ Shop/ Office/ Engineering Claim Form (Property & Liability Sections)

personal accident
Personal Accident

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

Personal Accident Insurance Claim Form
private motor

Private Motor

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

Motor Accident Claim Form

Motor Windscreen Damage Claim Form

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)

How to Make a Claim for Personal Insurance?

Lodge your travel claim online at QBE Claims.

Supporting documents to prepare:

Travel Delay

  1. Boarding pass/ air ticket
  2. Carrier’s (airline, train, vessel) reports stating duration and reason of delay
  3. Receipts for extra transport cost (if applicable)
  4. Receipts for extra accommodation cost (if applicable)
  5. Relationship proof (if the payee of claim payment is not the Insured Person)

Loss of Personal Item

  1. Boarding pass/ air ticket
  2. Receipts of the lost item or receipts of replacement for the lost item
  3. The lost report/ certificate from relevant authorities (e.g. airline, hotel or police)
  4. Compensation breakdown from relevant authorities (e.g. airline, hotel) (if applicable)
  5. Receipts for replacement of Passport/ HKID/ China Re-entry card
  6. Relationship proof (if the payee of claim payment is not the Insured Person)

Damage of Personal Item

  1. Boarding pass/ air ticket
  2. Receipts of the damaged item or receipts of replacement for the damaged item or repair receipts if the damaged item has been repaired
  3. Damage report/ certificate from relevant authorities (e.g. airline, hotel or police)
  4. Photos showing the extent of the damage to the item
  5. Compensation breakdown from relevant authorities (e.g. airline, hotel) (if applicable)
  6. Relationship proof (if the payee of claim payment is not the Insured Person)

Baggage Delay

  1. Boarding pass/ air ticket
  2. Carrier’s (airline) certificate stating the reason and duration of baggage delay
  3. Receipt(s) of emergency purchase of essential items or clothing or requisites for baggage delay
  4. Relationship proof (if the payee of claim payment is not the Insured Person)

Doctor’s Visit

  1. Boarding pass/ air ticket
  2. Hospital/ medical bill(s)
  3. Medical report/ certificate stating diagnosis and commencement date of injury/ sickness certified by a qualified medical practitioner
  4. Receipts of follow-up treatments (if applicable)
  5. Receipts of other related expenses
  6. Relationship proof (if the payee of claim payment is not the Insured Person)

Hospital Stay

  1. Boarding pass/ air ticket
  2. Hospital/ medical bill(s)
  3. Medical report/ certificate stating diagnosis and commencement date of injury/sickness certified by a qualified medical practitioner
  4. Receipts of follow-up treatments (if applicable)
  5. Receipts of other related expenses
  6. Relationship proof (if the payee of claim payment is not the Insured Person)

Trip Cancellation

  1. Air ticket/ booking confirmation
  2. Supporting documents for the cancellation
  3. Receipts showing any prepaid, non-refundable traveling costs or deposits made
  4. Certificates/ documents proving the non-refundable amount of travel expenses paid in advance
  5. Relationship proof (if the payee of claim payment is not the Insured Person)

Trip Curtailment

  1. Air ticket/ booking confirmation
  2. Supporting documents for the curtailment
  3. Receipts showing any prepaid, non-refundable traveling costs or deposits made
  4. Receipts for extra transport cost (if applicable)
  5. Receipts for extra accommodation cost (if applicable)
  6. Certificates/ documents proving the non-refundable amount of travel expenses paid in advance
  7. Relationship proof (if the payee of claim payment is not the Insured Person)
Rental Vehicle Excess
  1. Boarding pass/ air ticket
  2. Vehicle rental agreement
  3. Rental receipts
  4. Excess or repair receipts
  5. Damage incident report
  6. Relationship proof (If the payee of claim payment is not the Insured Person)

Travel Re-routing

  1. Boarding pass/ air ticket/ documentary proof of original itinerary
  2. Carrier’s (airline, train, vessel) certificates stating duration and reason of delay/ cancellation
  3. Boarding pass/ air ticket/ documentary proof of revised itinerary
  4. Relationship proof (if the payee of claim payment is not the Insured Person)

Missed Event

  1. Boarding pass/ air ticket
  2. Receipts of paid admission tickets
  3. Supporting documents for the reason of the missed event
  4. Certificates/ documents proving the non-refundable amount of cost of admission tickets paid
  5. Relationship proof (if the payee of claim payment is not the Insured Person)

Missed Connection

  1. Boarding pass/ air ticket
  2. Supporting documents for the reason of the missed connection
  3. Receipts showing any prepaid traveling costs or deposits made
  4. Receipts for extra transport cost (if applicable)
  5. Receipts for extra accommodation cost (if applicable)
  6. Relationship proof (if the payee of claim payment is not the Insured Person)

Serious Body Injury and Death

  1. Boarding pass/ air ticket
  2. Relevant incident report and police report (if applicable)
  3. Death certificate (if applicable)
  4. Medical report outlining condition severity, stating diagnosis and commencement date of injury certified by a qualified medical practitioner
  5. Hospital/ medical bill(s)
  6. Receipts of follow-up treatments (if applicable)
  7. Relationship proof (if the payee of claim payment is not the Insured Person)

Personal Liability

  1. Boarding pass/ air ticket
  2. Photos showing the extent of the third-party property damage and/or body injuries and the scene of the accident
  3. Third parties’ correspondence, summons or writs
  4. Relationship proof (if the payee of claim payment is not the Insured Person)

Other claim

  1. Boarding pass/ air ticket
  2. Other documents
  3. Relationship proof (if the payee of claim payment is not the Insured Person)

Lodge your domestic helper claim online at QBE Claims

Supporting documents to prepare:

Clinical Expenses

  1. Medical/ hospital bills/ consultation, treatment and/or medication receipts clearly stating diagnosis and certified by a legally qualified and registered medical practitioner or Chinese medicine practitioner or registered physiotherapist.

Dental Expenses

  1. Medical/ hospital bills/ consultation, treatment with breakdown of each item, and/or medication receipts clearly stating diagnosis and certified by a legally qualified and registered dentist.

Hospitalization

  1. Medical/ hospital bills/ receipts clearly stating diagnosis and certified by a legally qualified and registered medical practitioner
  2. For government hospitals, please provide discharge slip/ summary
  3. For private hospitals, pleased provide the Hospitalization and Surgical Claim Form Part H completed by the attending physician

Permanent Disability or Death

  1. Medical/ hospital bills/ receipts clearly stating diagnosis and certified by a legally qualified and registered medical practitioner for accidental medical expenses claim
  2. Medical report showing the extent of injury and the percentage of permanent disability for permanent total and total temporary disablement claim
  3. Death certificate (for death claim under Personal Accident only)
  4. Police report (if applicable)

Repatriation

  1. Repatriation expenses receipts
  2. Employment contract
  3. Certificate by a registered medical practitioner if the domestic helper is medically unfit to work leading to early termination of their employment contract
  4. Receipts of agent fees for hiring replacement helper (if applicable)
  5. Proof of replacement of domestic helper (if applicable)
  6. Relevant expenses receipts for temporary domestic helper (if applicable)
  7. Proof of employing temporary domestic helper (if applicable)

Liability of Domestic Helper

  1. Photos showing the extent of the third-party property damage and/or body injuries and the scene of the accident
  2. Third party’s correspondence such as letter of demand or Writ of Summons
  3. Witness statement (if available)
  4. Police report (if applicable)

Dishonesty of Domestic Helper

  1. Evidence and proof of the cause of damage/ loss
  2. Supporting documents showing the value of the lost/ damaged item(s) or cash claimed
  3. Police report (if applicable)

Employee’s Compensation

  1. Copy of Notice of Accident Form 2 or Form 2A or Form 2B (Please ensure that the completed original form 2 or 2A or 2B is submitted to the Labour Department and submit a copy for your claim)
  2. Medical expenses receipts if any
  3. Sick leave certificate if any
  4. Copy of employment contract

Other Claim

  1. Relevant expense receipts

For Hang Seng Bank Part-Time Domestic Helper Insurance Plan

Submit to our Claims Services team with the following documents:

  1. Copy of Notice of Accident Form 2 or Form 2A or Form 2B (Please ensure that the completed original form 2 or 2A or 2B is submitted to the Labour Department and submit a copy for your claim )
  2. Medical expenses receipts if any
  3. Sick leave certificate if any
  4. Copy of employment contract

• 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:

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 Insurance Claim Form

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:

Motor Accident Claim Form

Motor Windscreen Damage Claim Form

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 (Other 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 (Hang Seng Customers)

 

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

Hang Seng Bank Customers

Claims Hotline: 852 2828 3133
Email: claims.gihk@qbe.com

Other Customers

Claims Hotline: 852 2877 8608
Email: qbehksiclaims@qbe.com


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