Claims FAQ

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:
 

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:

 

Apart from the claim form part II, original receipts and bill, below medical documents shall be ready:
 

Only if all of the following conditions are met:
 

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

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.

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.

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.

It should include the following information:

 

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.