We have made the claims process even easier by consolidating all the resources that you need on to this one section. Here, you can find 24-hour emergency numbers for your Travel Insurance policy, claim forms and more.

 

Where the Insurer asks for original documents as part of the claims process, we suggest that you make copies for your own retention.

 

If you do wish to make a claim, please contact us at ico-emailThis email address is being protected from spambots. You need JavaScript enabled to view it. and we will help you through the claims process.

 

Beneficiaries should fill in the relevant insurer's claim form and submit the list of documents below.

 

Insurer

Link to Claim Form

Send Claim Form and Documents to:

AIA

AIA Term Ins Claim Form

AIA Physician's Statement 

Operations Department

11/F, AIA Financial Centre, 712 Prince Edward Road East, Kowloon

AXA Life

AXA Term Ins Claim Form 

AXA Physician's Statement

 

Customer Service Centre Suite 1601-6, 16/F, Tower One Times Square, 1 Matheson Street Causeway Bay, Hong Kong 

Sun Life

Sun Life Term Ins Claim Form

Claims Department

8/F, Sun Life Tower,

The Gateway, 15 Canton Road,

Kowloon, Hong Kong 

Zurich Life

Zurich Term Ins Claim Form

Claims Department

Levels 25-26/F One Island East, 18 Westlands Road, Island East, Hong Kong 

 

List of documents to be submitted with the claim form:

 

  • Original or certified true copy of Death / Notarial Certificate
  • Original or certified true copy of ID Card of the deceased
  • Copy of the beneficiary's ID
  • Proof of relationship between deceased and beneficiary/claimant
  • Original policy document
  • Letter of administration if the policy has no designated beneficiary and there is no will left, or probate if there is a will left
  • Certified true copy of address proof of beneficiary/administrator issued within the last 3 months (e.g. gas, water, electricity, phone bill for land line or bank statement)
  • Police report / Traffic accident Report
  • Post mortem or coroner's report

To claim on a Critical Illness policy, you should fill in the relevant insurer's claim form and submit the list of documents below.

 

Insurer

Link to Claim Form

Send Claim Form and Documents to:

AIA

AIA CI Claim Form

 

Operations Department

11/F, AIA Financial Centre, 712 Prince Edward Road East, Kowloon

BUPA

BUPA CI Form

Medical Claims Department

18/F Berkshire House, 25 Westlands Road, Quarry Bay, Hong Kong 

Sun Life

Sun Life CI Form

Claims Department

8/F, Sun Life Tower,

The Gateway, 15 Canton Road,

Kowloon, Hong Kong

Zurich Life

Zurich CI Claim Form

Claims Department

Levels 25-26/F One Island East, 18 Westlands Road, Island East, Hong Kong

 

List of documents to be submitted with the claim form:

 

  • Certified true copy of ID Card of Insured (if not provided previously)
  • Histopathological Report, Laboratory, Ultrasonogram, X-Ray and/or MRI Report(s)
  • Confidential Medical Certificate for your claimed critical illness or performed surgery
  • Hospital Discharge Summary / Sick Leave Certificate with Diagnosis
  • Original hospital receipt(s)
  • Patient Card Copy of Consulted Doctor(s)
  • Policy document if claiming for 100% of sum assured

 

If you need to obtain a pre-authorisation before you admit yourself to hospital, please fill in the relevant forms below.

 

Insurer

Link to Pre-authorisation Form

Send Pre-authorisation Form to:

AIA

AIA CEO Medical & CEO Pearl Medical Plan 2 Form 

Operations Department

11/F, AIA Financial Centre, 712 Prince Edward Road East, Kowloon

AXA Life

AXA Global Elite Form

Global Elite Customer Service

Room 702, 101 King’s Road, North Point, Hong Kong 

  

To claim on a Hospital Insurance policy, you should fill in the relevant insurer's claim form and submit the list of documents below.

 

Insurer

Link to Claim Form

Send Claim Form and Documents to:

AIA

AIA Hospital Ins Claim Form

Operations Department

11/F, AIA Financial Centre, 712 Prince Edward Road East, Kowloon

AXA Life

AXA Hospital Ins Claim Form (SmartMedical)

 

AXA Hospital Ins Claim Form for Attending Doctor (SmartMedical)

 

AXA Global Elite (In-Patient)

 

AXA Global Elite (Outpatient)

 

AXA Global Elite (Dental)

 

AXA Global Elite (Pre-authorisation)

 

Life Broker and IFA

20/F, AXA Centre, 151 Gloucester Road, Wanchai, Hong Kong

BUPA

BUPA Hospital Ins Claim Form 

Medical Claims Department

18/F Berkshire House, 25 Westlands Road, Quarry Bay, Hong Kong  

Sun Life

Sun Life Hospital Ins Claim Form 

Claims Department

8/F, Sun Life Tower,

The Gateway, 15 Canton Road,

Kowloon, Hong Kong  

 

List of documents to be submitted with the claim form:

 

  • Certified true copy of ID Card of Insured
  • Sick leave certificate
  • Laboratory/X-Ray/CT Scan/MRI/Pathological Report(s)
  • Physiotherapy/Occupational therapy report
  • Original Medical/Hospital Receipts and Statement of Charges
  • Hospital discharge summary
  • Compensation Breakdown from other Insurer/Party
  • Police report, if any

 

All Travel Insurance policies include an emergency 24hr hotline where you can get assistance when overseas.

 

Insurer

24hr Emergency Number

AXA

(852) 2861 9285

ACE

(852) 3723 3030

RSA

(852) 2851 2666

QBE

(852) 2862 0138

MSIG

(852) 3122 6899

China Taiping

(852) 2861 9283

 

If you would like to make a claim, you should fill in the relevant insurer's claim form and submit the list of documents below.

 

Insurer

Link to Claim Form

Send Claim Form and Documents to:

AXA

AXA Travel Ins Claim Form

23/F, One Kowloon, 1 Wang Yuen Street Kowloon Bay, Kowloon, Hong Kong

ACE

ACE Travel Ins Claim Form

ACE Insurance Limited

Claims Department

25th Floor, Shui On Centre, No. 6-8 Harbour Road, W anchai, Hong Kong

RSA

RSA Travel Ins Claim Form

Royal & Sun Alliance

Claims Department

Insurance plc, 32nd Floor, Dorset House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong 

QBE

QBE Travel Ins Claim Form 

QBE HongKong & Shanghai Insurance Limited

17/F Warwick House, West Wing, Taikoo Place, 979 King's Road, Quarry Bay, Hong Kong 

MSIG  MSIG Travel Ins Claim Form

MSIG Insurance (Hong Kong) Limited

Claims Department

9/F, Cityplaza One

1111 King’s Road

Taikoo Shing, Hong Kong 
China Taiping  China Taiping Travel Ins Claim Form

China Taiping Insurance (HK) Company Limited

19/F, China Taiping Tower, 8 Sunning Road, Causeway Bay, Hong Kong 

 

Below, we have set out the information needed for different claim types. However, please read through the claims form for your relevant insurer carefully as each insurer may require slightly different documents.

 

Keep your boarding pass to show proof that you went for the trip.

 

Medical Expenses

  • Please provide a full description of the sickness or injury sustained on the claim form.
  • The original hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician.

 

Personal Accident

  • Please provide a full description of the sickness or injury sustained on the claim form.
  • Doctor's report or certification on the extent of injury.
  • In the event of a death claim, please contact us direct for further guidance.

 

Baggage and Personal Effects

  • Please provide a full description of the incident and the list of claim items which you are claiming on the claim form.
  • The loss/damage reports from relevant authorities e.g. airline, hotel or the Police.
  • Photos showing the extent of damage to the property, if applicable.
  • Repair receipts of the damaged property, if applicable.
  • All original receipts and/or warranties relating to the lost/damaged property if they require replacement.

 

Baggage Delay

  • Please provide a full description of the incident on the claim form.
  • Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated.
  • Original invoices/receipts for the purchase of essential items.

 

Personal Money & Travel Documents

  • Please provide a full description of the incident on the claim form.
  • The original loss report from the Police.
  • Any supporting documents showing the value of the amount of cash lost e.g. exchange slip etc.

 

Personal Liability

  • Please provide a full description of the incident on the claim form irrespective of whether you have received a claim from the third party or not.
  • Photos showing the scene of the accident, its environment and the extent of the third party property damaged and/or third party bodily injured, if possible.

 

For any third party correspondence(s), summons or writs, all correspondences received in relation to the incident should be forwarded to your insurer immediately unanswered.
N.B. No liability should be admitted or offer or promise of payment made to the third party without the insurance company's approval

 

Travel Delay, Trip Re-routing, Missed Journey & Overbooking

  • Written confirmation from the airline, if the flight is delayed for more than the relevant minimum number of hours for claiming, indicating the total number of hours delayed and reason(s) for such delay.
  • A copy of the itinerary, air ticket and boarding pass

 

Loss of Deposit or Cancellation of Trip & Trip Curtailment

  • Reason(s) for the cancellation or curtailment of the trip together with all relevant supporting documents.
  • Original booking invoices together with original confirmation from the relevant authorities regarding the amount refundable for any prepaid costs or deposits made.

 

Home Care Benefit

  • Relevant incident report from the Police and/or the Fire Services Department.
  • A detailed claim list for the damaged item(s) together with supporting document to substantiate its value(s).

 

Trauma Counselling

  • Incident report from the relevant authority.
  • Original consultation receipt from a registered Psychologist.

 

Rental Vehicle Excess

  • Incident report from the relevant authority
  • Original vehicle rental agreement with details terms & conditions
  • Original payment receipt for the rental charges
  • Original payment receipt for the excess paid

 

China Hospital Deposit Guarantee Benefit (If applicable)

  • Please provide a full description of the sickness or injury sustained on the claim form
  • The original hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician

If you would like to make a claim, you should fill in the relevant insurer's claim form and submit the list of documents below.

 

Insurer

Link to Claim Form

Send Claim Form and Documents to:

AXA

AXA Domestic Helper Ins Form

23/F, One Kowloon, 1 Wang Yuen Street Kowloon Bay, Kowloon, Hong Kong

RSA

RSA Domestic Helper Ins Form

Royal & Sun Alliance

Claims Department

Insurance plc, 32nd Floor, Dorset House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong 

QBE

QBE Domestic Helper Ins Form

QBE HongKong & Shanghai Insurance Limited

17/F Warwick House, West Wing, Taikoo Place, 979 King's Road, Quarry Bay, Hong Kong 

MSIG 

MSIG Domestic Helper (In-patient)

 

MSIG Domestic Helper (Outpatient)

MSIG Insurance (Hong Kong) Limited

Claims Department

9/F, Cityplaza One

1111 King’s Road

Taikoo Shing, Hong Kong

 

Please refer to the relevant claim form for a list of the necessary documents to support your claim.