You will receive an email notification upon successful registration. We will contact you via email or phone if further information is required to process your claim. You may reply to the email, or check your claims status online.

You may also contact your insurance agent if applicable.

The insurance policy allows insured person to receive medical consultation/treatment for the same sickness or injury during the journey within 45 days from date of return to Malaysia.  Any relevant medical receipts must be sent to us within 90 days from date of return to Hong Kong via a return email which you have received from us previously.

You will receive an email notification upon successful lodgment. We will contact you via email or phone if further information is required to process your claim. You may reply to the email, or check your claims status online.

You may also contact your insurance agent if applicable.

You can check your claims status online here.

You may contact us via our general enquiries hotline or email:

Tel: +603 7861 8400

e-mail: cs.mal@qbe.com.my

Travel claims should be lodged online within 30 days of any occurrence that likely to give rise to a claim.

You should keep the original receipts and supporting documents for 90 days after your claim submission.

As per our policy, we reserve the right to request original documents for further verification in cases where we have concerns about the authenticity or accuracy of the e-claim documents.

We will contact you via email if additional supporting documents are required to finalise your claim. Please simply reply to the email with the required documents and include your claim number in the email subject.

The size limit of each file is 10MB.

If you cannot provide a purchase receipt for a damaged/lost article, please let us know by replying to our email. Our Claims Department will assess your claim submission on a case-by-case basis and exercise the discretion to either consider reimbursing you the depreciated value of the article or the repair cost of repair or replacement. Please note that the mere provision of a quotation is not sufficient to support that the item has been repaired or replaced.

We accept a variety of formats: doc, docx, xls, xlsx, pdf, txt, jpg, jpeg, png, gif, avi, mpg, mp4, mov, wmv.

Yes. Please submit a new claim online with relevant receipts and supporting documents.

Yes. You can click 'Save For Later' at the bottom of the screen. Following that, you will receive an email with a link that you can access to resume your claim registration at a later time.

Please note that the links are only valid for 7 days, after that you will need to register a new claim.

Yes. Your agent or broker will be able to assist you with your online submission.

Your insurance agent or broker will receive all communications, if you consent.

You can find your policy number in the confirmation email, SMS or schedule. It can be either one of the following combinations:

You can simply reply to your claim confirmation email and attach the correct supporting documents, remember to include your claim number in the email subject.

Paper claims form is still accepted. However, we recommend online submission for faster processing and reimbursement.

Yes. As each claim type is processed individually, you will need to attach relevant receipts and supporting documents for each claim type to ensure it is handled in a timely and efficient manner. 

Please report the amount in its original currency as shown on your receipts / supporting documents. You may convert the amount to HKD. We will assess your claim according to the receipts and/or supporting documents available to determine the final claim payment.

No. Claims can be submitted either by the policy owner or the insured person.

Only a person of at least 18 years of age can file a claim. A parent or guardian can submit the claim on behalf of a minor.

Yes. You can access our digital Travel Insurance Claims platform on any device, any time.

When you lodge the claim, you need to explain and state the reason why an overseas consultation was not sought. Our Claims Department will assess your claim based on the justification provided and make a determination accordingly.

You can find your policy number in the confirmation email, SMS or schedule. It can be either one of the following combinations:

If this happens during the course of your online claim registration, you can click ‘Back’ at the top of the screen to correct.

If your claim has already been submitted, please reply to our acknowledgement email.

Yes. You can choose to enter another payee name when you are submitting your claim online. Please note there may be a longer processing time if you wish the payment to be made to a different payee.

No. The payment can only be made to a bank account.

The policy owner can have the money transferred to their bank account.

You will receive an email notification with a payment summary. You may reply to the email with supporting evidence to justify your case.

Please check your bank statement or card and enter the right payee name.

If this happens during the course of your online claim registration, you can click ‘Back’ at the top of the screen to correct.

If your claim has already been submitted, please reply to our acknowledgement email.