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Overview

No one can be sure when or where a loss may occur, but you can expect a prompt and knowledgeable claims response and service from QBE Vietnam. We strive to meet each customer’s unique needs.

While different claims management processes and forms may be required depending on the particular insurance product, certain fundamentals will always apply to ensure the most effective outcome is achieved.

The details provided below are for your general reference only. The actual claims process will be in accordance with the specific terms, conditions and exclusions stipulated in the particular insurance policy.

For queries, you may contact our claims services team at claims.qbevn@qbe.com or by approaching your insurance agent or broker.

QBE Claims Philosophy

As an insurance company, we expect to pay out 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. Indeed, this is why it is important to take the advice of an insurance broker or agent when considering insurance and to also read the proposed policy wording before entering into your insurance contract. Doing so will help to ensure the cover meets your expectations.

We also invite you to use this website to provide feedback on our claims service or other areas of our business as your comments will help us in our ongoing efforts to provide high-quality service.

How to Make a Claim

Claims Management Expertise

QBE claims services is a key part of the QBE Vietnam customer-oriented approach. Our team works directly with our clients or the insurance agent / broker to provide a range of consistent and professional claims services.

Our claims services team has a wealth of experience in the local market as well as extensive knowledge in claims handling and processing. Our team can help you and/or your business get back to normal operations in the shortest possible time.

To make a claim, please click on the following links to quickly access the product specific claims instructions and information and forms that you need. Alternatively, you can also ask your insurance agent or broker for assistance.

Please contact the QBE Vietnam claims services team at claims.qbevn@qbe.com immediately in the event of a property claim.

Below you will find a list of the actions that you are required to take and the main supporting documents that you will need to provide for property claims.

  • Submit to our claims services team a duly completed claim form, stamped and signed by Company/Insured.
  • Report immediately to police any incident relating to malicious damage, burglary, robbery, or theft.
  • For all incidents please provide the following information and documents:
    1. Evidence and proof of the cause of damage
    2. Original loss/damage report from relevant authorities, such as the police – and when 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 documents showing the value of the lost/damaged item(s)/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 Vietnam on the damaged property
    6. Original purchase receipt(s) and replacement quotation(s)/receipt(s) if the damaged property needs to be replaced

*For other kinds of claims under Packaged policies, please contact the QBE Vietnam claims services team at claims.qbevn@qbe.com, or advise your insurance agent or broker.

*Additional information may be required by QBE Vietnam for processing your claim

For this claim


In the event of an engineering claim, please contact your insurance agent or broker or the QBE Vietnam claims services team to discuss the situation and enquire about the process and procedures.

For this claim


Please contact the QBE Vietnam claims services team at claims.qbevn@qbe.com immediately in the event of any monetary or financial claim. Below you will find a list of the actions that you are required to take and the main supporting documents that you need to supply for selected claims.

Burglary/Money/Fidelity Guarantee Claims

  • Submit to our claims services team a duly completed Claim Form, stamped and signed by the Company or the Insured.
  • Report immediately to police any incident relating to burglary, robbery or theft.
  • For all incidents, please provide the following information and documents:
  1. Evidence and proof of the cause of damage.
  2. Original loss/damage report from relevant authorities such as the police. When 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 documents showing the value of the lost/damaged item(s)/cash claimed.

* For other types of claims, please contact QBE Vietnam claims services team at claims.qbevn@qbe.com, or ask your insurance agent or broker.

* Additional information may be required by QBE Vietnam for processing your claim.

For this claim


If you have a liability insurance policy with QBE Vietnam and believe that an incident may give rise to a claim under your policy, please contact your insurance agent or broker as soon as possible. Alternatively, you can contact the QBE Vietnam claims services team at claims.qbevn@qbe.com to discuss the situation and the next steps you will need to take to report the claim.M

Below you will find a list of the main actions that you are required to take and/or supporting documents that you will need to provide for this claim.

  • Do not admit liability and refer all correspondence to QBE Vietnam for our response.
  • Submit a duly completed Claim Form, stamped and signed by Company/Insured to our Claims Service team.
  • Provide the following documents:
  1. Incident report prepared by Company/staff involved
  2. Police report, if available
  3. Witness statement, if available
  4. Third party's correspondence such as letter of demand or Writ of Summons
  5. Photographic evidence and/or any other evidence that may assist in defending the claim

For this claim


Please contact the QBE Vietnam claims services team at claims.qbevn@qbe.com immediately in the event of an incident involving your home.

Below you will find a list of the actions that you are required to take and the main supporting documents that you will need to provide for property claims.

  • Submit to our claims services team a duly completed Claim Form, stamped and signed by Company/Insured.
  • Report immediately to police any incident relating to malicious damage, burglary, robbery, or theft.
  • For all incidents please provide the following information and documents:
  1. Evidence and proof of the cause of damage
  2. Original loss/damage report from relevant authorities, such as the police – and when 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 documents showing the value of the lost/damaged item(s)/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 Vietnam on the damaged property
  6. Original purchase receipt(s) and replacement quotation(s)/receipt(s) if the damaged property needs to be replaced

*For other kinds of claims under packaged policies, please contact QBE Vietnam claims services team at claims.qbevn@qbe.com, or advise your insurance agent or broker.

*Additional information may be required by QBE Vietnam for processing your claim

For this claim


Please immediately contact the survey agent named in the insurance policy or certificate to conduct a survey in the event of a cargo claim. For other marine claims, please contact the QBE Vietnam claims services team at claims.qbevn@qbe.com as soon as possible for assistance.

Below is a list of the main actions that you are required to take and/or supporting documents that you will need to provide for selected claims.

Marine Cargo Claim

  • Immediately notify the Survey Agent named in the policy schedule 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.
  • Take photos of the outer packing of the damaged cargo before unpacking.
  • Take photos of the damaged cargo after unpacking.
  • Provide the following documents without delay:
  1. Original policy or certificate of insurance
  2. Original or copy of the shipping invoices, together with shipping specification and/or weight notes
  3. Original bill of lading and/or other contract of carriage
  4. Survey report 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

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 documents 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 documents without delay:
  1. Incident report detailing the circumstance of the incident
  2. Photos of the damage
  3. Copy of any contract of carriage involved, including the House Bill of lading and Master Bill of lading
  4. Copy of the cargo delivery receipt

Marine P&I 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 documents without delay:
  1. Master's full report detailing the cause and extent of damage or circumstances of incident
  2. Detailed records of the incident such as Bills of Lading, charter party, loading/discharge records, crew contracts or other related case materials
  3. Third party claims documents, if any

For this claim


Loss Notification and Claim submission:

  • Go to your respective Human Resources Department or call your insurance broker/agent for a copy of GPA Claim Form.
  • Complete, sign and submit the Claim Form together with supporting documents according to Required Document section listed below.
  • For fatal accident, a Quick Notice of Accident must be sent within 72 hours of the accident.
  • Claim must be submitted as soon as possible after treatment completed.

Required supporting documents

Accidental Death

  • Please provide the following documents:
  1. Completed Claim Form
  2. Police report or report from relevant authority
  3. Medical and treatment record and report (if relevant )
  4. Death Certificate (certified copy)
  5. Autopsy report (copy )
  6. Legal paper of deceased’s beneficiary representative

Permanent Disablement

  • Please provide the following documents:
  1. Completed Claim Form
  2. Medical Report
  3. Permanent Disability Certificate
  4. Accident report
  5. A detailed description of how the accident occurred and the injuries sustained
  6. Copy of identity card of Insured

Accidental Medical Expenses

  • Please provide the following documents:
  1. Completed Claim Form
  2. Doctor prescription
  3. Original receipts/invoices of medical expenses that the Insured incurred (please note for any amount equal or exceed VND200,000, official invoices are required)
  4. Itemised hospital bills
  5. Ambulance bills
  6. Discharge slip/memo from attending physician if there’s hospitalisation
  7. Medical report/ medical record and relevant test result
  8. Copy of identity card of Insured

Weekly Indemnity Benefits

  • Please provide the following documents:
  1. Medical Report including doctor’s permission for the number of days off work
  2. Sick leave application or company attendance record (copy)
  3. Copy of the salary slip (i.e. based on last drawn salary)
  4. Copy of identity card of Insured

Important notice:

For traffic accidents, the following supplemental documents are required:

  1. Vehicle registration (copy)
  2. Driving license (copy)

In instances where medical information verification is needed, a legal Authorisation Letter is required from the Insured.

For this 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 documents without delay:
  1. Incident report detailing the circumstance of the accident
  2. Photos of the damage/repair quotation
  3. Copies of the vessel licence and the master certificate (if applicable)
  4. Maintenance records
Please contact the service center named in your insurance certificate or the QBE Vietnam claims services team to report the situation and enquire about the process and procedures.

For process and procedures to lodge a professional risks claim with QBE VIETNAM, please ask your insurance agent or broker or directly contact the QBE Vietnam professional liability claims team at claims.qbevn@qbe.com.

For this claim


Please contact your insurance agent or broker or the QBE Vietnam claims services team to discuss the situation and enquire about the process and procedures.

It is important to notify QBE Vietnam about an injury and submit the corresponding claim quickly. Experience shows that any delay in reporting an injury or in submitting a claim results can result in decreased satisfaction for injured workers and increased costs for employers.

To assist you in your responsibility for reporting workplace incidents and injuries, QBE Vietnam will provide you with the Notice of Workmen incident Form in a writable PDF format. These forms can be completed electronically before being printed out.

Instructions

Complete the form to the best of your knowledge.

Print the completed form, apply your company chop as well as the authorised signature, and then forward to Vietnam Claim Services team or your insurance broker. For assistance in completing your claim form, please contact QBE Vietnam claims hotline on +849 0486 9495.

Below you will find a list of the actions that you are required to take and the main supporting documents that you will need to supply for selected claims.

All kinds of accidents

  • If the accident is caused by a third party, you will 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 the QBE Vietnam claims services team.
  • You will need to make a report to police for accident of 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 Vietnam. Forward all such correspondence to the QBE Vietnam claims services team for their immediate attention.

Required documents:

Fatal Claim

  • Completed Claim Form
  • Police Report or report from relevant authority
  • Medical and treatment record and medical report (if relevant)
  • Death Certificate (certified copy)
  • Autopsy report (copy)
  • Legal paper of deceased’s beneficiary representative

Permanent Disablement

  • Completed Claim Form
  • Medical report
  • Permanent Disability Certificate
  • Accident report
  • detailed description of how the accident occurred and the injuries sustained
  • Copy of identity card of Insured

Medical Expenses

  • Completed Claim Form
  • Doctor prescription
  • Original receipts/invoices of medical expenses that the Insured incurred (please note for any amount equal or exceed VND200,000, official invoices are required)
  • Itemised hospital bills
  • Ambulance bills
  • Discharge slip/memo from attending physician if there’s hospitalisation
  • Medical report/medical record and relevant test result
  • Copy of identity card of Insured

Weekly Indemnity Benefits

  • Medical Report including doctor’s permission on number of days off work
  • Sick leave application or company attendance record (copy )
  • Copy of the salary slip (i.e. based on last drawn salary)
  • Copy of identity card of Insured

Required documents:

For this claim

What to do when faced with a loss – Fundamental Principles

Although different claims management processes are required depending on the area of risk, there are some fundamentals that always apply. These include:

  • Notifying QBE Vietnam as soon as possible. After referring to your policy conditions, promptly phone your insurance agent or broker or the QBE Vietnam claims services team. Simply ask your insurance agent or broker for a claim form and submit it directly to our claims services team or via your insurance agent or broker.
  • Completing all required sections of your claim form and supply all required information and supporting documents when lodging your claim with the QBE Vietnam claims services team or your insurance agent or broker.
  • Making and keeping a copy of your claim form and any associated information.

Notify Early

Prompt action can significantly shorten the claims management process and therefore reduce the time it takes to settle your claim. The quicker our claims management experts can help you to mitigate the extent of your loss, the better outcome for all concerned. It is mandatory that in the event of a claim arising under a policy, the insured notifies QBE Vietnam immediately and/or provides written notice to QBE Vietnam within 30 days of the event. This written notice needs to state the full particulars of the claim coupled with supporting documents.

In financial terms, the outcome will clearly effect your terms of renewal. On a personal basis, you will also find that QBE Vietnam’s professional management of the situation will limit your stress and anxiety.

Length of Time to Settle

The length of time that it takes to settle a claim will depend on the nature of the exposure and its complexity. A straight-forward property or personal accident claim might be settled in a very short period of time. In contrast, a professional negligence case might take years before even reaching the courts. Throughout that time, your case will require specialist claims management to guide the investigation, legal defence, and to eventually deal with the settlement of any damages awarded by the courts. However, you can be assured that QBE claims management specialists will help you throughout the entire process.

Claim Forms

To register your claim simply fill out the relevant claim forms and send them to our claims services team directly or through your insurance broker or agent. We will then contact you by telephone or mail to advise you of the next steps, either directly or through your insurance agent or broker. Also, make sure to keep your insurance agent or broker fully informed of any developments. Their role includes guiding you through the claims process to ensure the best possible outcome.

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