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Frequently Asked Questions
General Information
A1. An accident is an unexpected, unforeseeable and external event, such as a fall or a car crash, which causes physical injury like a broken limb or torn muscle. A disease or an illness is not classified as an accident.
A2. Take whatever steps are necessary to prevent further loss, damage or injury. Report to the police if your policy stipulates that you should. The police will provide you with a report with a reference number, which you may need when making a claim. Submit your claim as soon as possible (within 30 days of any claimable event).
A3. You are protected even if you have lost your policy. Please contact our Customer Service Hotline on (852) 3191 6222 (Monday to Friday 9:00am to 5:30pm, except public holidays) for the prompt replacement of your policy.
Chubb Claim Centre
A1. Claims can be made online by policyholders using various devices such as desktops, laptops, tablets, smart phones. The technical requirements for the devices are as follows:
| Devices | Technical Requirements |
| Desktops / Laptops |
|
| Tablets | IOS 9.0 and Android |
| Smartphones | IOS 9.0 and Android |
A2. The policyholder can:
(a) Access our corporate websites to download the forms
(b) Contact our customer service hotline which is operational during office hours from 9:00am to 5:30pm, Monday to Friday (excluding Public Holidays), as follows:
- For American Express Policyholder: 3191 6238
- For General Policyholder: 3191 6222
A3. The policyholder making the claim on the Customer Service Portal will receive the following acknowledgments:
(a) An e-mail thanking the customer for submitting the claim that will contain:
- The claim number
- The read-only document produced with the questions/answers from the portal
- A list of any required documentation not provided
- A list of documents to be resubmitted because they contain a virus and/or when clarification is required
- Chubb Contact information.
(b) An SMS acknowledgement with the claim number & Chubb contact information (when a mobile number is provided).
A4. Policyholders will not be able to view their claims online once they’ve been submitted. They will need to contact our customer service hotline which is operational during office hours from 9:00am to 5:30pm, Monday to Friday (excluding Public Holidays), as follows:
- For American Express Policyholder: 3191 6238
- For General Policyholder: 3191 6222
A5. They cannot amend their claims once submitted but are given the option to edit the information before they submit their claim. If any amendments are required after submission, they will need to contact our customer service hotline which is operational during office hours from 9:00am to 5:30pm, Monday to Friday (excluding Public Holidays), as follows:
- For American Express Policyholder: 3191 6238
- For General Policyholder: 3191 6222
Chubb Claim Centre
(continued)
A6. Where we have the function for policyholders to upload a document, the maximum document size will be indicated on the portal. Generally, it is up to20.0 MB.
A7. No, the Customer Service Portal support English characters ONLY, please input English when making the claims online.
A8. Yes, you can, up to four (4) claimants can be filed online.
A9. After acknowledgement of the claim, it may take up to ten (10) working days for the policyholder to receive a notification that his/her claim has been accepted or rejected provided all necessary supporting documents have been received.
A10. The alternative ways are:
- By Mail: Chubb Insurance Hong Kong Limited, 39/F, One Taikoo Place, 979 King's Road, Quarry Bay, Hong Kong
- By Email: A&HClaims.HK@chubb.com
Claims
A1. You are required to submit a fully completed Claims application form, along with supporting documents, within 30 days of any claimable event. The supporting documents required vary according to the type of claim you are making.
A2. For your convenience, Chubb has developed an easy-to-use Chubb Claim Centre as a self-service claims platform. If you’ve purchased insurance from our partners or e-commerce websites, this is the quickest and most efficient way to lodge your claim with us.
Alternatively, please submit your claim form with all relevant supporting documents to our Claims Department by mail or in person within 30 days of any claimable event. It can also be submitted by fax if an original is not required.
Chubb Insurance Hong Kong Limited
39/F, One Taikoo Place,
979 King's Road,
Quarry Bay, Hong Kong
O +852 3191 6800
F +852 2560 3565
A3. Our Claims Department will send you a written notification within five (5) working days of receipt of your completed claim form and relevant supporting documents.
Alternatively, you are welcome to call our Customer Service Hotline on (852) 3191 6222 (Monday to Friday 9:00am to 5:30pm, except public holidays).
A4. If you do not submit all the required supporting documents, the processing of your claim may be delayed because we need additional time to obtain the requisite documentation. In some situations, if you are unable to provide the required documents, we may be unable to complete the processing of your claim.