Frequently Asked Questions

Q: How do I find my policy number?

A: Your policy number is stated on your policy document, or you may contact your agent or broker for assistance. 

Q: Do I need to submit the original supporting documents through post?

A: No for most of the claims. If we need the original supporting documents, our claims handler will contact you after our assessment. 

Q: How can I check the claim status after my submission of eClaims?

A: You will receive instant SMS, an email confirmation and also a tracking number for your registered claim upon submission. You may contact our claims services hotline at +852 2894 0660 with the tracking number. Our service hour is 9:00 am - 5:30 pm, Monday – Friday (except public holidays)

Q: Do I need to print the completed claim form and send it back to you?

A: No.

Q: Is there a time limit on filing my claim?

A: Yes. Please submit the claim form to us within thirty (30) days from the date of incident. If you are still abroad and cannot submit the claim form by post, you can submit your eClaims on EASY Claims.

Q: Should I wait until all the supporting documents are available?

A: No. Please submit the claim form to us within thirty (30) days from the date of incident, even if you don’t have all the documents yet.

Q: What should I do if I receive further supporting documents after I've submitted my eClaims?

A: If our claims handler has not yet contacted you, please contact our claims services hotline at +852 2894 0660 .
If you have received the notification from our claims handler, you can submit the documents directly to your claims handler by replying his/ her email. Please quote the Claim Number for every enquiry or submission.

Q: What are Notification No. and Claim No.?

A: Both numbers are computer generated and are used to identify your claim submission and progress. Quoting your Claim No. whenever you write to, or call us, will help your claims handler to work faster.

Q: How will I receive the Notification No. and Claim No.?

A: The Notification No. is generated after you completed and submitted the claim form, and sent via email. Claim No. is generated after we assigned a claim handler to your case and sent via your preferred contact method.

Q: What should I do if I want to receive my claim settlement by cheque?

A: You can just leave the bank account details blank on the claim form.

Q: If my claim has more than one claimant, what should I do if I want settlement to be payable to each claimant?

A: In this case, each claimant has to complete their own claim form.