Revamp of Travel Insurance (2023)

Travel Insurance

Claim Procedure

Submit your claim through EASY Claims

Step 1:

Prepare the information
or documents

Step 2:

Complete the online
claim form

Step 3:

Submit

Step 4:

Direct bank-in to your bank account

Watch the video for step-by-step guidance

Step 1: Prepare the information or documents

Basic information

Policy number
- An 10/11-digit alphanumeric combination that you may find in your policy
Travel schedule and flight ticket
- Showing the departure and return date with Hong Kong as the destination
Relationship proof for claimant not named in the policy
- E.g.: copy of marriage certificate (for family plan)/birth certificate (for under 18 Insured Person)

Supplementary information

You may need to prepare the following information/documents according to your claim.

Medical expenses

Medical receipt
- Terms and conditions

Baggage/money/personal document loss or damage

Loss/damage report
- Report issued by relevant authorities, e.g.: police, airline, hotel, etc
Photo(s) of the damaged item
- Showing the extent of damage
Exchange slip/cash withdrawal record
- For loss of money claims
Purchase/repair/replacement receipt

Baggage delay

Applicable to outward journey only

Delay certificate
- Delay/cancellation certificate
Purchase receipts of essential items

Travel delay/trip rearrangement

Boarding pass
Delay/cancellation certificate
- Carrier's/airline's document stating the reason and duration of delay

Trip curtailment/cancellation

Travel deposit payment receipt
- E.g.: hotel/flight ticket deposit etc
Cancellation proof
- Carrier's/airline's/travel agent's/hotel's document to certify the reason of cancellation and amount of non-refundable deposit
Medical certificate/report
- Written confirmation from the attending doctor to certify the Insured Person is unfit to travel

Missed departure

Relevant proof
- Carrier's or any other document stating the reason of delay

Rental vehicle excess

Rental receipt
Rental agreement/contract
International driving permit
Police/incident/damage report
Excess payment receipt

Personal liability

Police/incident report
- If it involves third party, please do not admit any liability before reporting the claim

Death/permanent disablement

Medical certificate/report
Death certificate

Other

Other relevant document(s)

Step 2: Complete the online claim form

Your contact details
Claimant details
Select the claim type and fill in the relevant information
Your bank account details
Upload supporting documents

Step 3: Submit

Upon completion, you will be assigned a tracking number. We will contact you shortly afterwards. You will also receive an email notification from us.

Step 4: Direct bank-in to your bank account

We will direct bank-in to your bank account once the submitted claim form has been approved.

If you have any enquiries or would like to
track your claim status, contact us at:

Claims service hotline:
+852 2894 0660
Service hour: 9:00am – 5:30pm,
Monday – Friday (except public holidays)

Claim Enquiry

MSIG Chatbot

Or submit the claim through post:

(You are encouraged to submit the online claims through EASY Claims as it may takes longer processing time for the claim form submitted through post.)

Step 1: Download, print and fill out the paper claim form

Download Travel Insurance Claim Form

Step 2: Prepare the relevant supporting documents

Step 3: Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post

MSIG Insurance (Hong Kong) Limited

Claims Department

9/F 1111 King’s Road,

Taikoo Shing, Hong Kong

Important notes

If you have other documents which are not listed but may support the claim application, please also submit them as it may facilitate our processing.
We may contact you for more information.

Property Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Download, print and fill out the paper claim form.

Property Insurance Claim Form

Prepare the following documentary evidence.

Photographs showing the extent of the loss or damage
A full list of the destroyed or damaged items
Original purchase invoices of the destroyed or damaged items, if available
2 repair or replacement quotations for the destroyed or damaged items for comparison and assessment
Police report and statement, if any
All accounting records, including all stock records, record of the last renovation, rental records, etc.

Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post.

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

Important notes

If you have other documents which are not listed but may support your claim application, please also submit them as it may facilitate our processing.
If there is another insurance policy covering the same loss or damage, you should provide a copy of the full set of the policy to us.
Please do not discard, remove or commence any repair works of the destroyed or damaged items without our prior approval.
We may appoint an adjuster to investigate the case.
We may contact you for more information.

Office/Business Package Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Download, print and fill out the paper claim form.

Property Insurance Claim Form

Prepare the documentary evidence.

Photographs showing the extent of the loss or damage
A full list of the destroyed or damaged items
Original purchase invoices of the destroyed or damaged items, if available
2 repair or replacement quotations for the destroyed or damaged items for comparison and assessment
Police report and statement, if any
All accounting records, including all stock records, record of the last renovation, rental records, etc.

Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post.

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

Important notes

If you have other documents which are not listed but may support your claim application, please also submit them as it may facilitate our processing.
If there is another insurance policy covering the same loss or damage, you should provide a copy of the full set of the policy to us.
Please do not discard, remove or commence any repair works of the destroyed or damaged items without our prior approval.
We may appoint an adjuster to investigate the case.
We may contact you for more information.

Group Medical Insurance

Complete the claim form

The policyholder and the insured person and/or his/her legal representatives must complete all questions in Part 1 of the claim form and sign on it.
The attending physician must complete all questions in Part II of the claim form, and rubber stamp, date and sign on it.

Download Group Medical Outpatient Claim Form

Download Group Medical Hospital Claim Form

Gather supporting documents

To facilitate the processing of your claim, please submit the following supporting documents:

Medical reports
Laboratory reports
Original doctor’s referral letter for Specialist, Physiotherapy, Chiropractor, X-ray or Diagnostic test(s)
Original Chinese Prescription
Discharge summary
Original bills and receipts for medical expenses with information as listed:
- Treatment date
- Name of patient
- Diagnosis
- Treatment nature with charge breakdown
- Attending physician’s stamp and signature

Submit to us within 90 days

Submit your completed claim form and all relevant documents within 90 days from the date of consultation/discharge from hospital to:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road
Taikoo Shing, Hong Kong

Important notes

Original receipts will only be returned upon request.
Please send copy of the payment document if other insurance company has already paid part of the medical expenses.
All medical reports, information and evidence as required by us shall be furnished at the claimant’s own expenses.
Incomplete claim forms cannot be accepted for processing of claims. Please attach original copies of all relevant documents.
We may contact you for further information.
For enquiries, please call our Claims Services Hotline at +852 2894 0660 or fill in the General enquiry form.

Engineering Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Download, print and fill out the paper claim form.

Property Insurance Claim Form

Prepare the following documentary evidence.

Photographs showing the extent of the loss or damage
A full list of the destroyed or damaged items
Original purchase invoices of the destroyed or damaged items, if available
2 repair or replacement quotations for the destroyed or damaged items for comparison and assessment
Police report and statement, if any
All accounting records, including all stock records, record of the last renovation, rental records, etc.

Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post.

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

Important notes

If you have other documents which are not listed but may support your claim application, please also submit them as it may facilitate our processing.
If there is another insurance policy covering the same loss or damage, you should provide a copy of the full set of the policy to us.
Please do not discard, remove or commence any repair works of the destroyed or damaged items without our prior approval.
We may appoint an adjuster to investigate the case.
We may contact you for more information.

Sports Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Download, print and fill out the paper claim form.

General Insurance Claim Form

Prepare the relevant supporting documents

Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

Important notes

We may contact you for more information.

Pet Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Visit any licensed veterinarian.

You can seek treatment for your pet at any licensed veterinarian, including specialists and emergency animal hospitals.

Download, print and fill out the paper claim form. Prepare the following documents.

Happy Tails Pet Insurance Claim Form

Documents:

Pet's clinical examination report for insurance enrolment if you are making a claim for the first time
Records of all required vaccinations
Pet’s medical records including vets’ notes
Original final bills or receipts

Submit your completed claim form and all relevant documents within 30 days from the date of treatment to MSIG’s office address by post.

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

Important notes

Incomplete claim forms cannot be accepted for processing of claims.
If insufficient space is provided for your answers, please continue on a separate sheet.
We aim to settle your claim within 14 business days on receipt of full and complete documents including investigative reports, if any, to assess the claim.
We may contact you for more information.
For enquiries, please call our Claims Services Hotline at +852 2894 0660 or fill in the General enquiry form.

Personal Accident Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Download, print and fill out the paper.

Personal Accident Claim Form

Prepare the following supporting documents.

Medical reports
Laboratory reports
Referral letters
Discharge summary
Original bills and receipts for claim expenses with treatment date, name of patient, diagnosis & attending physician’s stamp and signature

Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

Important notes

Please send copy of the payment document and breakdown if other insurance company has already paid part of the medical expenses.
If you have other documents which are not listed but may support your claim application, please also submit them as it may facilitate our processing.
Original receipts will only be returned upon request.
We may contact you for more information.

Motor Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Download, print and fill out the paper claim form.

Notice of Motor Vehicle Accident

Motor Windscreen Damage Claim Form

Prepare the relevant supporting documents

Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

For Third Party Damage or Bodily Injury

If the accident involves third party bodily injury, report the case to the police immediately.
Let us have the police reference number and statement for further inquiries.
Do not admit any third party liability without receiving our prior approval. If you receive any communication in any way connected with the accident, please forward them unanswered to us.
To facilitate the processing of your claim, please submit the following supporting documents:
- Vehicle Registration Documents (both front and back pages)
- Driver's ID
- Driver's driving licence
- Photos/ Videos showing the scene of accident and/or the extent of damage
- Letter of Authorization
- Driver's statement, if available
- Any claims/writs of summons/letters from any third parties
If you have other documents which are not listed but may support your claim application, please also submit them as it may facilitate our processing.

For Windscreen Damage Claim

Book a windscreen repair in one phone call. With no forms to complete, it's the fastest, easiest way to fix your windscreen. As a MSIG customer just call Xinyi Automobile Glass on +852 2442 5699.

To facilitate the processing of your claim, please submit the following supporting documents:
- Vehicle Registration Documents (both front and back pages)
- Vehicle Licence
- Photos showing the extent of damage
- Repair / Replacement receipt

For Repair

To facilitate the processing of your claim, please submit the following supporting documents:
- Vehicle Registration Documents (both front and back pages)
- Driver's ID
- Driver's driving licence
- Photos showing the scene of accident and/or the extent of damage
- Letter of Authorization
- Repair quotation, if available
- Driver's statement, if available
If you have other documents which are not listed but may support your claim application, please also submit them as it may facilitate our processing.
No repair works can be commenced before receiving our prior approval.
We will appoint a loss surveyor to quantify the damage.
After the damage has been quantified and approved, we will instruct the repairer to commence the works.
After the repair is completed, you will have to sign a ‘Discharge Form’ and submit it to the repairer in order to collect the vehicle.

Important notes

We may contact you for more information.

Home Insurance

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Input

your claim information in the online claim form and contact details.

2.

Upload

a digital copy of relevant supporting documents.

3.

Submit

and receive an instant SMS, email confirmation and also a tracking number for your registered claim.

Or submit your claim through post:

Download, print and fill out the paper claim form

Property Insurance Claim Form

Prepare the following documentary evidence.

Examples of documentary evidence:

Repair quotation and receipt for the damaged
Purchase receipt for insured property
Photographs showing the extent of damage
Guarantee/warranty cards
Police report and statement
Property management incident report

Submit your completed claim form and all relevant documents within 30 days of the accident to MSIG’s office address by post.

Postal address:

MSIG Insurance (Hong Kong) Limited
Claims Department
9/F 1111 King’s Road,
Taikoo Shing, Hong Kong

What should I do immediately if these accidents happen?

Flood/water damage

Find the source of water and stop it immediately.
Move property away from water to minimise damage.
Take photos of the scene and the affected items.
Report the incident to the property management office.

Fire

Evacuate from the building immediately. Do not take the lift.
Dial 999.

Burglary

If the burglar is still in your house, avoid a confrontation. Find a safe hideout before you dial 999.
Report all lost items to the police immediately.
Call locksmiths for lock replacement.

Accidental damage

Do not throw away the damaged item or try to repair it.
Take photos of the damaged item, clearly showing the damaged part(s).
If possible, provide the purchase receipt of the damaged item.

Dos & don’ts

DOs

Call our Claims Services Hotline at 2894 0660 for advice.
Report the loss/damage to the insurers if you have another policy covering the same loss.
Obtain at least 2 quotations should repair or replacement work be required.
Complete and submit the claim form to us within 30 days from the date of accident.

DON’Ts

Discard, remove or commence any repair works on the destroyed or damaged property before reporting the case to us.

Video – How to file a home contents claim online

Important notes

If you have other documents which are not listed but may support your claim application, please also submit them as it may facilitate our processing.
If insufficient space is provided for your answers, please continue on a separate sheet.
We may contact you for more information.

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Travel Insurance

Claim Procedure

Submit your claim through EASY Claims

Watch the video for step-by-step guidance

Step 1: Prepare the information or documents

Basic information

Supplementary information

Medical expenses

Baggage/money/personal document loss or damage

Baggage delay

Travel delay/trip rearrangement

Trip curtailment/cancellation

Missed departure

Rental vehicle excess

Personal liability

Death/permanent disablement

Other

Step 2: Complete the online claim form

Step 3: Submit

Step 4: Direct bank-in to your bank account

If you have any enquiries or would like to track your claim status, contact us at:

Or submit the claim through post:

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Image

Input

2.

Image

Upload

3.

Image

Submit

Or submit your claim through post:

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Image

Input

2.

Image

Upload

3.

Image

Submit

Or submit your claim through post:

Submit your claim through EASY Claims – 3 steps to file your claims online anytime, anywhere

Simply scan or take a photo of your documents and submit them online wherever you are.

1.

Image

Input

2.

Image

Upload

3.

If you have any enquiries or would like to
track your claim status, contact us at: