Dear Valued Business Partner,
We have received many enquiries regarding the Novel Coronavirus outbreak and how it impacts customers who have purchased travel insurance policy. We have previously communicated to you via email and we are providing you with the latest updates and decision taken by the company:
1. Medical Expenses will be covered
As a special extension, QBE will pay medical expense arising out of Novel Coronavirus contracted by the Insured Person during their trip in countries worldwide except China, even for policies issued after the cut off dates^.
2. Changes to travel insurance itinerary
We will offer a special arrangement to allow our policyholders to change their period of travel insurance within 6 months from original policy commencing date for Single Trip Travel Insurance policies. If the number of travel days and travel destination are the same, no payment is required. Extra premium may apply for different destination or duration. To reschedule the trip, please ask the policyholders to send the policy number, contact information, revised period of insurance and proof for trip/flight cancellation to hksi.cs@qbe.com
3. How QBE compares to our competitors
We have prepared a table below to show how our position and coverage stacked up against our major competitors with regard to Novel Coronavirus situation. The table is not for public circulation, it is meant only to help our intermediaries explain better to their customers when asked.
4. Updates and FAQ
The Novel Coronavirus situation is evolving rapidly and sometimes we may not be able to email our intermediaries timely. But we have prepared the most updated information and FAQ online for our customers which you may refer to. They are available on QBE HK website and Agency Portal and they will be updated whenever there is a new situation arising. Customers can also call our service hotline (+852 2877 8488) for enquiries.
We are committed to providing assistance to customers impacted by the Novel Coronavirus outbreak and we trust that you will do the same. Please remind your customers to stay safe if they need to travel or are already overseas. If overseas and they have a medical emergency situation, please get them to contact our worldwide emergency assistance 24-hrs hotline at +852 2862 0138.
Regards,
Wendy Lee
Chief Agency & Bancassurance Officer
QBE Hong Kong
*The FAQ will be updated periodically according to the most updated circumstance.
^ The relevant cut off dates relating to Novel Coronavirus as a ‘Known Event’ are: • From 10.00am, 23 Jan 2020 at 10:00am in Hubei province, China • From 12.00pm, 30 Jan 2020 at 12:00pm Worldwide (other than Hubei)
How does QBE compare with the Market
Compared against 4 international companies, QBE has one of the latest cut-off dates which means more customers can be protected with us. Second, along with another insurer, we provided medical expenses while it is excluded by other insurers. Third, we allow our policyholders to change their period of insurance while others may not.
In the purpose to share QBE Hong Kong preposition and comparison with the market. We had prepared a comparison table on the special arrangement regarding the Novel Coronavirus for your reference and please do not distribute.
竭誠為您提供支援
我們十分重視您的意見。請隨時聯絡您的業務代表經理，我們會致力為您提供協助。