Claims FAQ

Accident


Claim Form and supporting documents should submit within 90 days of accident, day surgery date, hospital discharge date or death of insured.
 
If you submit the claims application after 90 days, please supplement reason for our consideration.


The benefits are payable to the policyowner. If policyowner passed away, proceeds will be payable to the policyowner's estate.


It should include the following information:
 
  1. Full name of patient
  2. Date of consultation 
  3. Diagnosis 
  4. Breakdown of charges 
  5. Official stamp of service provider or signature of doctor


Yes, if a paper receipt is not available from the service provider. Nevertheless, you are required to confirm whether the electronic receipt was submitted to other insurers/parties for reimbursement.


Please fill in the Request for Return of Original Documents Form and submit it with your claim.

If you supplement the form at a later stage, please indicate the receipt date for our follow-up.

Note: If your request is a supplement, except for special reasons, we would only return the verified true copy receipts.


Apart from indicating the reimbursement on claim form or during eClaim submission and submitting original / verified true copies of receipts, please provide copy of compensation breakdown issued by other insurers or parties for balance claim.

Medical


Claim Form and supporting documents should submit within 90 days of accident, day surgery date, hospital discharge date or death of insured.
 
If you submit the claims application after 90 days, please supplement reason for our consideration.


The benefits are payable to the policyowner. If policyowner passed away, proceeds will be payable to the policyowner's estate.

It should include the following information:
 
  1. Full name of patient
  2. Date of consultation 
  3. Diagnosis 
  4. Breakdown of charges 
  5. Official stamp of service provider or signature of doctor


Yes, if a paper receipt is not available from the service provider. Nevertheless, you are required to confirm whether the electronic receipt was submitted to other insurers/parties for reimbursement.


Please fill in the Request for Return of Original Documents Form and submit it with your claim.
 
If you supplement the form at a later stage, please indicate the receipt date for our follow-up.
 
Note: If your request is a supplement, except for special reasons, we would only return the verified true copy receipts.


Apart from indicating the reimbursement on claim form or during eClaim submission and submitting original / verified true copies of receipts, please provide copy of compensation breakdown issued by other insurers or parties for balance claim.


You are required to submit the below two documents:
 
  1. A certified true copy of the receipt issued by the service provider
  2. Your written confirmation indicating you have not received any reimbursement


Apart from the claim form part II, original receipts and bill, below medical documents shall be ready:
 
  1. Hong Kong public hospitals: discharge slip
  2. Hong Kong private hospitals and overseas hospitals: discharge summary and investigation/laboratory reports
  3. China hospitals: medical file front page, admission record, discharge record, doctor's order, temperature record and investigation/laboratory reports


Only if all of the following conditions are met:
 
  1. Your hospitalisation coverage has been effective for more than 2 years;
  2. You have been admitted to the general ward of a public hospital in Hong Kong;
  3. You can provide a Discharge Summary from a public hospital in Hong Kong; and
  4. Claim amount is less than US$1,500/HK$12,000


Yes, we will reimbuse the charge if the test is medically necessary and related to diagnosis for hospitalization.

Disability & Dismemberment


Claim Form and supporting documents should submit within 90 days of accident, day surgery date, hospital discharge date or death of insured.
 
If you submit the claims application after 90 days, please supplement reason for our consideration.


The benefits are payable to the policyowner. If policyowner passed away, proceeds will be payable to the policyowner's estate.

Critical illness


Claim Form and supporting documents should submit within 90 days of accident, day surgery date, hospital discharge date or death of insured.
 
If you submit the claims application after 90 days, please supplement reason for our consideration.


The benefits are payable to the policyowner. If policyowner passed away, proceeds will be payable to the policyowner's estate.


Histopathological diagnosis needs to be confirmed by tissue specimen(s) which could be obtained from an excisional biopsy. If only fluid specimen(s) has been taken (e.g. from a smear test), the relevant diagnosis was made based on cytology. They are not the same.


You may submit a complete blood picture, bone marrow aspiration and biopsy, chromosome or molecular testing, computer tomography and lumbar puncture report for our review.


No. Computed Tomography Coronary Angiography (CTCA) is a non-invasive imaging method used to assess the coronary vessels and whether narrowing is present in any of the arteries. Yet, coronary angiography is an invasive test with an effective way to accurately detect any narrowing or blockage in the coronary arteries.

Death


Claim Form and supporting documents should submit within 90 days of accident, day surgery date, hospital discharge date or death of insured.
 
If you submit the claims application after 90 days, please supplement reason for our consideration.


You may submit proof of death to us for recording first, and submit related claims documents when ready.


We understand that claimant may be affected by the epidemic of COVID-19 and unable to submit all claims documents on time, please submit proof of death to us within 90 days from the date of death of the insured, we would apply flexible handling approach.


If a beneficiary has been appointed, the proceeds are payable to the beneficiary.

If a minor beneficiary has been appointed, the proceeds are payable to the legal guardian as trustee.

If a beneficiary has been appointed but pre-deceased the insured, the proceeds are payable to the policyowner.

If no beneficiary has been appointed and policyowner is alive, the proceeds are payable to the policyowner.

If no beneficiary has been appointed and policyowner is not alive, the proceeds are payable to the estate of policyowner.

If policy has been assigned, the assigned amount of proceeds are first payable to assignee according to Assignment Deeds and balance amount of proceeds will be payable according to above rules.


If the policy was issued in Hong Kong, we would only accept the legal document issued by the Judiciary of Hong Kong.

If the deceased has not made a Will during his/her lifetime, claimant is required to furnish the Letter of Administration issued by the Hong Kong High Court.
 
If the deceased has made a Will during his/her lifetime, claimant is required to furnish the Grant of Probate issued by the Hong Kong High Court.
 
Note: policy number should be included in the Schedule of Assets and Liabilities of the above legal document.


We will review if there is any trustee appointed in the policy or legal guardian appointed for the minor beneficiary. Please submit the legal guardianship document for our review, if any. On the other hand, the beneficiary could opt to continue the claim when he/she reaches the age of majority.


We will review all policies when handling the death claim. The policyowner may change to the appointed contingent owner, the estate administrator or the executor of probate. Supplementary documents may be required. 


Please return the related cheque to us, if any. 
 
According to policy provision, all living benefits are payable to the policyowner. If the deceased is policyowner, claimant is required to furnish a Letter of Administrator or Grant of Probate issued by the Hong Kong High Court for our review. We would consider it on a case-by-case basis.


If the claimant is a U.S. person or for, or on behalf of, a U.S. person, but not a U.S. taxpayer, please submit W-8 Form of the Internal Revenue Service.

If the claimant is a U.S. person/citizen/resident or for, or on behalf of, a U.S. person, and a U.S. taxpayer, please submit W-9 Form of the Internal Revenue Service.

The above information is for reference only. If you require any advice, please consult an independent tax advisor.


You may visit the website of the Internal Revenue Service to find out more details.


If insured passed away on or after 11 Februrary 2006, proceeds of death claim is not subjected to estate duty in Hong Kong.


You can apply from the Court for a Declaration of Presumption of Death after the person has been missing for 7 years. Before the presumption is declared, you need to continue to pay for the premiums. We will refund any overpayment based on the date of the declaration.
 
We reserve the right to recover the proceeds if insured is later found alive.

Travel


It should include the following information:
 
  1. Full name of patient
  2. Date of consultation 
  3. Diagnosis 
  4. Breakdown of charges 
  5. Official stamp of service provider or signature of doctor


Yes, if a paper receipt is not available from the service provider. Nevertheless, you are required to confirm whether the electronic receipt was submitted to other insurers/parties for reimbursement.


Please fill in the Request for Return of Original Documents Form and submit it with your claim.
 
If you supplement the form at a later stage, please indicate the receipt date for our follow-up.
 
Note: If your request is a supplement, except for special reasons, we would only return the verified true copy receipts.


Apart from indicating the reimbursement on claim form or during eClaim submission and submitting original / verified true copies of receipts, please provide copy of compensation breakdown issued by other insurers or parties for balance claim.


For Essence Plan and Select Plan, the benefit amount for the "Medical treatment expenses" and "Follow-up medical treatment expenses" as stated in the benefits schedule will be reduced by 50% for the age 70 or above of the elderly at policy issue date. Nevertheless, no benefit reduction will apply to the benefit sub-limit and per visit per day specified in "Follow-up medical treatment expenses". If the elderly applies Premier plan, he would be entitled to 100% of the benefit under "Medical Expense Benefit".


If the insured needs follow-up medical treatment upon returning to Hong Kong, after getting overseas treatment for a sudden and unexpected illness or accidental during a covered journey, we will reimburse the medical expenses necessarily incurred by the insured within 90 days after the end of the covered journey.
 
If the insured has contracted an infectious disease during the covered journey and corresponding diagnosis is made within 10 days after the insured returns to Hong Kong, any medical treatment for the infectious disease will be regarded as follow-up medical treatment and we shall reimburse the expenses necessarily incurred for the aforesaid follow-up medical treatment by the insured.
 
"Follow-up Medical Treatment Expenses" also includes expenses incurred from chiropractic treatment, physiotherapy and Chinese medicine treatment (bone-setting, acupuncture or herbal treatment) and this benefit is subject to the maximum limit per visit per day specified in the Schedule of Benefit.


"Pre-existing medical condition" means any symptoms of illness or disease exist before the Date of Issue of policy. In general, the travel insurance will not cover any pre-existing medical condition which may incur any treatment during the Insured Journey.
 
However, for "Extended cover on pre-existing illnesses" under Premier Plan, it can cover if the insured unexpectedly becomes ill as a result of a pre-existing medical condition (other than the treatment of injury, congenital condition or disorder; mental or psychiatric condition or disorder) during the cover journey and the treatment cannot be delayed until the insured returns Hong Kong, we will reimburse up to the maximum sum assured listed in the benefits schedule or 80% of the reasonable medical expenses incurred, whichever is lower. (Only applicable for all travel destinations other than Mainland China and Macau.)


Insured elderly (Age 70 or above) or child (Age 17 or below) would be entitled to 50% of the benefit.


Any amateur sports activities including skiing, bungee jumping, skydiving, paragliding and all kind of water sports. At the same time, there is no height and depth restrictions for hiking or diving. If you are planning on participating in winter sports or water activity, you may also like to consider our optional benefits for full protection.


It is covered, provided that the manoeuvre or navigation of the hot-air balloon is managed and controlled by another person who is adequately licensed for guiding such activity and the provider of such activity must be authorised by the relevant local authority.


If the government of HKSAR has issued an Outbound Travel Alert to the destination within 1 week before the trip starts and you decide to go, you can be still covered.


Yes, they can cover, however, it is subject to the plan you selected.
 
Premier Plan / Select Plan: laptop computer, photographic equipment, mobile phone and tablet computer
 
Essence Plan: laptop computer and photographic equipment


Money:
We will pay for the loss of the insured's cash, bank notes, or traveller's cheques, if the loss is due to theft, robbery or burglary during a covered journey.

Jewelries:
Not covered.


During the covered journey, if you rent a vehicle that is covered by a comprehensive motor insurance policy, and in the unfortunate event that the rental vehicle is stolen or is damaged due to an accident or collision, we will reimburse the rental vehicle excess or deductible for which the insured becomes liable. Please be advised that this benefit is only applicable for Select Plan and Premier Plan.


"Immediate Family Member" refers to the Insured's legal spouse, child (natural, step or adopted); sibling; sibling-in-law; parent; parent-in-law; grandparent; grandchild; legal guardian or step-parent.


Please refer to the below table for details.

Core Benefits
Cover Item Payout Method
Medical treatment expenses Reimbursement
Deposit guarantee for hospital admission Directly paid by us
Overseas hospital cash Cash benefit
Follow-up medical treatment expenses Reimbursement
Trauma counselling Reimbursement
Personal accident Cash benefit
Credit card balance protection Reimbursement
Emergency medical evacuation Directly paid by us
Repatriation of remains Directly paid by us
Compassionate visit Reimbursement
Return of unattended children Reimbursement
24-hour worldwide telephone enquiry services Not applicable
Travel delay Cash benefit or Reimbursement
Missed flight departure Reimbursement
Baggage delay Cash benefit
Journey cancellation Reimbursement
Journey curtailment Reimbursement
Missed event Reimbursement
Baggage and personal effects Reimbursement
Travel documents Reimbursement
Personal money Reimbursement
Personal liability Reimbursement
Rental vehicle excess Reimbursement

Optional Benefits
Category Cover Item Payout Method
Winter Sports Top-up coverage on medical expenses Reimbursement
Piste closure Cash benefit
Pre-paid booking for winter sports activities Reimbursement
Winter sports equipment hire Reimbursement
Damage to hired winter sports equipment Reimbursement
Water Sports Top-up coverage on medical expenses Reimbursement
Pre-paid booking for water sports activities Reimbursement
Water sports equipment hire Reimbursement
Damage to hired water sports equipment Reimbursement
Cruise Vacation Top-up coverage on journey cancellation or curtailment Reimbursement
Missed cruise departure Reimbursement
Excursion tour cancellation Reimbursement
Satellite phone fee Reimbursement
Missed boarding on ports of call after excursion Reimbursement
Involuntary change of port Cash benefit
Destination Wedding and Photoshoot Wedding attire Reimbursement
Marriage certificate Reimbursement
Personal liability for invited guests Reimbursement
Closure of wedding service providers Reimbursement

Others

It should include the following information:
 
  1. Full name of patient
  2. Date of consultation 
  3. Diagnosis 
  4. Breakdown of charges 
  5. Official stamp of service provider or signature of doctor


Yes, if a paper receipt is not available from the service provider. Nevertheless, you are required to confirm whether the electronic receipt was submitted to other insurers/parties for reimbursement.


Please fill in the Request for Return of Original Documents Form and submit it with your claim.

If you supplement the form at a later stage, please indicate the receipt date for our follow-up.
 
Note: If your request is a supplement, except for special reasons, we would only return the verified true copy receipts.


Apart from indicating the reimbursement on claim form or during eClaim submission and submitting original / verified true copies of receipts, please provide copy of compensation breakdown issued by other insurers or parties for balance claim.


If your domestic helper is injured or died due to an accident at work during employment, you are responsible to report the incident to the Labour Department.
 
You are required to submit the following two original forms to the Labour Department to report the situation:
 
  1. Form 2A (the death or incapacity due to occupational disease) ; and
  2. Form 2B (for accidents resulting in incapacity for a period not exceeding 3 days) or Form 2 (for accidents resulting in death or incapacity (for a period exceeding three days))
Note: the above information is for reference only, please refer to the Labour Department for the latest arrangement.


If the domestic helper is admitted to the general ward of a government hospital and a discharge slip can be provided, we would waive the submission of the claim form subjected to the situation.