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-HKSI. We strive to meet each customer’s unique needs, whenever and wherever a loss occurs.

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

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

For queries, you may contact our claims services team at qbehksiclaims@qbe.com or approach 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 your insurance contract. Doing so will help 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 key part of QBE-HKSI's customer-oriented approach. Our team works directly with our clients to provide a range of consistent and professional claims services in person over the counter and by telephone.

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

Cargo Medical
Commercial Hull Motor
Directors & Officers Personal Accident
Employees' Compensation Pleasure Craft
Engineering Professional Liability
General Accident Property
General Liability Transport Operator's Liability
Malpractice Travel
Marine P&I

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 to ensure the most effective outcome. These include:

Notify Early

Early 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-HKSI immediately and/or provides written notice to QBE-HKSI 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-HKSI’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 motor claim might be settled in a very short period of time. In contrast, a professional negligence case might take years before 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, 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 phone 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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Employees’ Compensation Claims

Why is it important to notify an injury and submit a 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-HKSI provides you with Form 2, Form 2A and 2B in a writable PDF format. These forms can be completed electronically before being printed out.

Instructions

You may use either of the following methods to send in your copy of the completed Labour Department form to QBE:

For assistance in completing your claim form, please contact QBE-HKSI Claims Hotline on +852 2877 8608.

Below is 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
Fatal accident
Non-fatal accident
Occupational disease: fatal case
Occupational disease: non-fatal case
For this claim
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Engineering Claims

Any unexpected loss or damage to the contract works, to your plant, machinery or equipment, or mechanical failure or breakdown of your machinery can have a significant impact on your business. In the event of an engineering claim, please contact your insurance agent or broker or the QBE-HKSI claims services team to discuss the situation and enquire about the process and procedures.

Claim Forms

Please contact QBE-HKSI claims services team at qbehksiclaims@qbe.com for a claim form, or ask your insurance agent or broker.

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General Accident Claims

Please contact the QBE-HKSI claims services team at qbehksiclaims@qbe.com immediately in the event of any monetary or financial claim. Below is 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

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

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

For this claim
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General Liability Claims

If you have a liability insurance policy with QBE-HKSI 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-HKSI claims services team at qbehksiclaims@qbe.com to discuss the situation and the next steps you will need to take to report the claim.

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 this claim.

For this claim
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Marine Claims

For cargo claims, please immediately contacts the survey agent named in the policy or contacts us to arrange the survey. For other marine claims, please contact the QBE-HKSI claims services team at qbehksiclaims@qbe.com as soon as possible for assistance.

Below please find the action and document required for different classes of marine claim.

Marine Cargo Claim

When the damage/loss to your cargo is noticed, please immediately:

Pleasure Craft Claim
Commercial Hull Claim
Transport Operators’ Liability Claim
Marine P&I Claim
For this claim
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Medical Claims

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

Domestic Helper Protector

Outpatient claim

For submission of claim, simply mail the claim documents to QBE (for the attention of DMH Medical Claims) providing:

* Submission of claim form is NOT required.

Hospitalisation claim

For other kinds of claims under our Domestic Helper Protector cover, please contact the QBE-HKSI claims services team at qbehksiclaims@qbe.com, or ask your insurance agent or broker.

Group Medical

Outpatient

Basic information required:

Additional information is required for certain specified benefits:

For Outpatient Diagnostic Laboratory Tests

For Outpatient Specialist Consultation

Maternity claim

For Pre-natal Claim

For Delivery

For Post-natal Claim

Hospitalisation claim

Health Protector and Health Protector Plus

Hospitalisation claim

Additional information may also be required by QBE-HKSI for processing your claim.

For this claim
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Motor Claims

Please contact the QBE-HKSI claims services team immediately in the event of a motor claim.

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

All kinds of accidents

Submit to our claims services team a duly completed Claim Form, stamped and signed by Company/Insured within 14 days.

Road accident or theft of vehicle
Third-party claim

Claim forms as shown below are applicable to all types of motor insurance products.

For this claim
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Personal Accident Claims

In the event of an accidental death claim, please contact the QBE-HKSI claims services team at qbehksiclaims@qbe.com immediately.

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

All kinds of accidents
Accidental medical expenses claim
Permanent total disablement claim
Total temporary disablement claim
For this claim
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Professional Liability Claims

For process and procedures to lodge a professional risks claim with QBE-HKSI, please ask your insurance agent or broker or directly contact the QBE-HKSI Professional Liability claims team at qbehksiclaims@qbe.com.

For this claim
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Property Claims

Please contact the QBE-HKSI claims services team at qbehksiclaims@qbe.com immediately in the event of a property claim.

Below is 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.

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

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

For this claim
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Travel Claims

Please contact the QBE-HKSI claims services team at qbetravelclaimhk@qbe.com immediately in the event of a travel claim.

Please also contact the stated service provider at destination immediately in the event of a travel claim.

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

All kinds of accidents

Submit a duly completed Claim Form, stamped and signed by Company/Insured to our claims services team.

For lost baggage, personal effects, money and/or travel documents

If you incur a loss of your baggage, personal effects, money, or travel documents, report the loss to the police at the place of loss within 24 hours and immediately obtain a loss report. In addition, submit:

For lost baggage and / or personal effects:

For lost money and/or travel documents:

Medical and other expenses claim

Please provide the following supporting documents when lodging your claim with the QBE-HKSI claims services team or your insurance agent or broker:

Contact the service provider shown on the policy for medical emergency evacuation, medically supervised repatriation or repatriation of mortal remains.

Delayed baggage claim

Please provide the following supporting documents when lodging your claim with the QBE-HKSI claims services team or your insurance agent or broker:

Travel delay claim

Please provide the following supporting documents when lodging your claim with the QBE-HKSI claims services team or your insurance agent or broker:

Deposit and cancellation charges claim

Please provide the following information and supporting documents when lodging your claim with the QBE-HKSI claims services team or your insurance agent or broker:

Curtailment expenses claim

Please provide the following information and supporting documents when lodging your claim with the QBE-HKSI claims services team or your insurance agent or broker:

Aircraft hijack claim

Please provide the following information and supporting documents when lodging your claim with the QBE-HKSI claims services team or your insurance agent or broker:

Personal liability claim
For this claim
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