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Personal Claims

Automobile

Procedure:

If you need to file an Automobile Insurance claim, you should notify your agent, broker or us immediately. You should submit a completed Claim Form as soon as possible, together with all relevant documents.

Requirements & Notes:

A. Documents / information required for claims submission

For damage to your own vehicle:

  • An estimate of repair costs. You should submit the estimate for our approval before making any repair
  • Copy of vehicle registration documents (both side)
  • Copy of the vehicle operator's driving license
  • Copy of the vehicle operator's HKID Card
  • Police report and a rough sketch of the accident

For a claim involving third party:

  • Details of the third party including name, HKID Card number, telephone number, address, vehicle registration number, brand and model of vehicle, motor insurer and policy numbers, if available
  • The name and address of any witnesses
  • Do not admit liability or make any settlement with any third party without our prior written consent

For theft of car:

  • Please submit police report

B. Useful Notes

  • Always report a traffic accident to the police
  • Following the accident, you should forward to us without delay all communications you received from the police or any other party unacknowledged and without admission of any liability

Frequently Asked Questions:

  • How is an automobile claim calculated?  
    We follow the recommendations made by motor surveyor and use the second hand market data to arrive at the value of a vehicle of the same type and condition.
  • After a traffic accident has occurred, when do I need to report it to the insurer?  
    You should report the accident to us as soon as possible.
  • I was not at fault in a traffic accident, so why does my No Claims Discount  (“NCD”) no longer apply, following  my claim submission?
    NCD means “No Claim Discount”. It does not mean “No Blame Discount” or “No Fault Discount”. Your NCD will cease to apply upon claim submission, regardless whether you were at fault in the accident.
  • Is there any time limit for reporting an automobile claim?  
    You should report the claim to us as soon as possible.

Golf

Procedure:

If you need to file a Golf Insurance claim, please contact your agent, broker or us immediately. You should submit a completed Claim Form to us as soon as possible and provide all relevant documents within thirty (30) days of the loss.

Requirements & Notes:

Documents / information required for claims submission

Third party legal liability:

  • Confirmation letter issued by the golf club certifying that the accident occurred while you were playing or practicing on any regulated golf course
  • Details of the third party including name, HKID Card number, telephone number, and address, if available
  • The name and address of any witnesses
  • Police report, if any
  • All relevant writs, summons, correspondence and documents from any third party should be provided to us immediately. Do not acknowledge or respond 

Please Note:

You should not admit liability or make any settlement with any third party without our prior written consent, as this may compromise your right to claim under your policy.

Damage to or loss of golf equipment and personal effects:

  • Confirmation letter issued by the golf club certifying that the loss occurred at the premises
  • Original purchase receipts of the items lost or damaged
  • An estimate of repair costs. You should submit the estimate for our approval before making any repair
  • Police report (only for loss caused by theft, burglary or robbery) 

Please Note:

  • In the event of loss due to theft, burglary or robbery, report to the golf club and police within 24 hours. Retain a copy of the police report
  • Because an on-site survey may be required, do not dispose of any damaged items unless we have agreed in writing for you to do so. The disposal of damaged items without our authorization may result in the rejection of your claim

“Hole-in-one” claim

  • Copy of “Hole-in-one” certificate issued by the golf club
  • The original payment receipt for one treat of hospitality which should take place within thirty (30) days of the “Hole-in-one”

24-hour personal accident cover:

  • Confirmation letter issued by the golf club certifying that the accident occurred while you were there
  • Medical reports 

Frequently Asked Questions:

  • If I accidentally damage my golf club on a regulated golf course, can I receive compensation under my policy?  
    Yes. To make a claim, you should provide us with the purchase invoice(s), photographs of the damaged item(s), and a letter issued by the golf club certifying the damaged item(s) was damaged on its golf course.
  • What is the claims procedure for "Hole-in-one" coverage? Is there any time limit for reporting a claim?  
    You should submit a completed Claim Form, “Hole-in-one” certificate issued by the golf club and the hospitality receipt within thirty (30) days of the event.
  • If I accidentally hurt a third party while playing golf, what document(s) should I provide for claim submission?  
    You should submit a completed Claim Form together with an incident report issued by the golf club. If the incident is reported to the police, please submit the police report as well.
  • Is there any time limit for reporting a golf claim?  
    You should report the claim to us as soon as possible.

Rental Protector

Procedure:

If you need to file a Rental Protector Insurance claim, please notify your agent, broker or us immediately. You should submit a completed Claim Form to us as soon as possible and provide all relevant documents within thirty (30) days of the loss. 

Requirements & Notes:

Documents / information required for claims submission

Legal expenses and costs:

  • Original receipt(s) for payment of legal expenses and costs incurred in recovering outstanding rent or regaining possession of the insured premises

Please Note:

  • You may sue in person (i.e. doing it yourself without appointing a solicitor) in the Small Claims Tribunal or you may instruct a solicitor (either one of your choice, or one from our nominated panel) to commence legal proceedings against the tenant on your behalf in the District Court

Rent protection:

  • Duly stamped tenancy agreement for the insured premises [if it’s a mid-term purchase, we shall request the insured to provide full and complete record of rental receipts]
  • Documentary proof of loss of rent

Please Note:

  • You should commence legal proceedings against the tenant within 14 days of the date on which the outstanding rent exceeds the deposit amount

Damage to furniture, fixtures and fittings of the Insured Premises:

  • A detailed inventory of the damaged property and its condition
  • Incident report or letter issued by your building manager certifying that the damage occurred on the insured premises and the cause of the loss
  • Original purchase receipts of the damaged property
  • An estimate of repair costs. You should submit the estimate for our approval before making any repair
  • Photographs of the damage. Digital photographs are acceptable

Please Note:

  • Because an on-site survey may be required, do not dispose of any damaged item(s) unless we have agreed in writing for you to do so. The disposal of damaged item(s) without our authorization may result in the rejection of your claim.

Owner’s liability: (optional cover)

  • Incident report or letter issued by your building manager certifying that the accident occurred on the insured premises
  • Details of the third party including name, HKID Card number, telephone number, and address, if available
  • The name and address of any witnesses
  • All relevant writs, summons, correspondence and documents from any third party should be provided to us immediately. Do not acknowledge or respond.

Please Note:

  • Do not admit liability or make any settlement with any third party without our prior written consent, as this may compromise your right to claim under the policy

Frequently Asked Questions:

  • Is there any time constraint for commencing legal proceedings against the Tenant? 
    You must commence legal proceedings against the Tenant within 14 days of the date on which the outstanding Rent exceeds the Deposit amount.
  • Can I apply for this insurance in the middle of my Tenancy Agreement period?
    For a Mid-term Purchase, you must provide full and complete record of rental receipts from Tenant upon request by us in respect of Tenancy Agreement in force during the Period of Insurance, before and after the inception date of this Policy. Further to be eligible for coverage there must be:
    • no default or payment of rental by Tenant for more than seven (7) days in any month during the term of Tenancy Agreement before Policy inception.
    • no breach of Tenancy Agreement by Tenant in any month during the term of Tenancy Agreement before Policy Inception.
  • Can I apply this insurance if I only have an oral agreement with my Tenant?
    No, you must have a duly stamped Tenancy Agreement with the Tenant that complies with all the requirements of Hong Kong legislation and statutory instrument and which must be in writing.
  • Is there any policy excess for section 1 – Legal Expenses and Costs & section 2 – Rent Protection?  
    Yes, Excess for section 1 - HK$5,000 for each and every claim 
    Excess for whole section 2 (including Outstanding Rent, Reinstatement cost of damaged or destroyed property & Loss of rent during renovation) - 1 month’s Rent for each and every claim.
  • Does the Owners’ Liability insurance coverage contain any policy excess? Who will pay the legal cost?
    Normally we do not have policy excess under the Owners’ Liability Policy. However, different policies have different terms and conditions. If the claim is covered under the policy, we will pay the claimant's cost and disbursements and our own defence costs and expenses. You should check the details of your policy to determine the actual coverage provided under your policy.
  • Any building age limit for applying this policy? 
    No building age limit in case of applying section 1 – Legal Expenses and Costs & section 2 – Rent Protection only. 
    Coverage for the optional section 3 – owners’ liability is only applicable to a residential building of age less than or equal to 40 years old. For those other than the above, please refer to us for consideration.

Domestic Worker

Procedure:

If you need to file a Domestic Worker Insurance claim, you should notify your agent, broker or us immediately. You should submit a completed Claim Form as soon as possible, together with all relevant documents.

Requirements & Notes:

Documents / information required for claims submission

Employees' compensation:

  • Form 2B (if sick leave less than 3 days)
  • Form 2 (if sick leave more than 3 days but less than 7 days)
  • With our approval, if the domestic worker does not suffer any permanent disability, you may reach a compromise settlement with the injured employee
  • Form 5 & Form 7 (if permanent disability is certified by the Labour Department)
  • Sick leave certificates
  • Medical receipts

Surgical and hospitalization:

  • Medical reports
  • Medical receipts 

Repatriation expense:

  • Medical reports
  • Original payment receipt for repatriation expenses

Personal effects:

  • Original purchase receipts for the properties lost or damaged
  • An estimate on repair costs. You should submit the estimate for our prior approval before making any repair
  • Photographs of the damaged articles. Digital photographs are acceptable
  • Police reports (only for loss caused by theft, burglary or robbery) 

Fidelity coverage:

  • Original purchase receipts of the properties lost or damaged
  • Police reports 

Clinical expenses

  • Medical receipts
  • Medical certificate 

Dental expenses:

  • Medical receipts
  • Medical certificate

Domestic worker liability:

  • Details of the third party including name, HKID card number, telephone number, and address, if possible
  • The name and address of any witnesses
  • All relevant writs, summons, correspondence and documents from any third party should be provided to us immediately. Do not acknowledge or respond
  • Do not admit liability or make any settlement with any third party without our prior written consent

Frequently Asked Questions:

  • Is there any time limit for reporting a domestic worker claim?  
    You should report the claim to us as soon as possible.
  • Should the proposer and the employer of the insured domestic worker be the same person?  
    Yes. The proposer (i.e. the applicant for the insurance) and the employer of the insured domestic worker should be the same person.
  • What are the main exclusions of the domestic worker insurance?
    The main exclusions under the domestic worker insurance include the followings any disease existed prior to the effective date of the policy, hospitalisation due to acts of war, riots, strikes, or act of terrorism, suicide, psychiatric or mental disorders, congenital abnormalities, HIV, sexually transmitted diseases, drug addiction or pregnancy, repatriation expenses due to pregnancy, etc. Please refer to your policy for the full list of exclusions.
  • What is 'infidelity' benefit?  
    The benefit covers the financial losses arising from any proven dishonest act committed by the domestic worker. The employer should immediately report the act to the police and shall obtain compensation on conviction of the domestic worker from the court.

Household

Procedure:

If you need to file a Household Insurance claim, please notify your agent, broker or us immediately. You should submit a completed Claim Form to us as soon as possible and provide all relevant documents within thirty (30) days of the loss.

Requirements & Notes:

Documents / information required for claims submission:

Damage to or loss of buildings, contents and personal effects and valuables:

  • Incident report or letter issued by your building manager certifying that the loss occurred on the insured premises and the cause of the loss
  • Original purchase receipts of the properties lost or damaged
  • An estimate of repair costs. You should submit the estimate for our approval before making any repair
  • Photographs of the damage. Digital photographs are acceptable
  • Police report (only for loss caused by theft, burglary or robbery) 

Please Note: 

  • In the event of loss by burglary, robbery or theft, report to the police within 24 hours and provide a copy of the police report
  • Because an on-site survey may be required, do not dispose of any damaged item(s) unless we have agreed in writing for you to do so. The disposal of damaged item(s) without our authorization may result in the rejection of your claim.

Third party legal liability:

  • Incident report or letter issued by your building manager certifying that the accident occurred on the insured premises
  • Details of the third party including name, HKID Card number, telephone number, and address, if available
  • The name and address of any witnesses
  • All relevant writs, summons, correspondence and documents from any third party should be provided to us immediately. Do not acknowledge or respond. 

Please Note:

Do not admit liability or make any settlement with any third party without our prior written consent, otherwise this may compromise your right to claim.

Frequently Asked Questions:

  • My ceiling sustained water damage. How can I get compensation?  
    Normally, damage due to water seepage or leakage is excluded from a policy. However, different policies have different coverage. In any event, you should report this damage to your building manager. It may be covered by your Building Master Insurance Policy provided by the building manager and/or Mortgage Building Policy.
  • The people in the premises below mine complained that there was water seepage from my premises. What can I do?  
    You should report the complaint to your building manager. You should look into the actual cause of the damage and take any necessary remedial action immediately. You should not admit liability without our prior written consent. If your policy covers liability, you should report the case to us and submit a completed Claim Form as soon as possible. We will arrange loss adjusters to conduct investigation, if necessary.
  • If my window falls into the street, what should I do? 
    You should report this incident to your building manager and look into the actual cause of the damage. You should not admit liability to any party without our prior written consent. If your policy covers liability, you should report the incident to us by submitting a completed Claim Form as soon as possible We will arrange loss adjusters to conduct investigation, if necessary.
  • Does the Public Liability Policy contain policy excess? Who will pay the legal cost?  
    Normally we do not have policy excess under the Public Liability Policy. However, different policies have different terms and conditions. If the claim is covered under the policy, we will pay the claimant's cost and disbursement and our own defence costs and expenses. You should check the details of your policy to determine the actual coverage provided under your policy.
  • If the accident occurs after your working hours, what should I do?  
    Report the accident to the police (if necessary), and to the building manager. Obtain a copy of the incident report and take photographs, if possible. Report the accident to us immediately on the next business day.
  • What are the meanings of "Building", "Contents" and "Building Betterment" under the policy?  
    The term "Building" is generally defined as all immovable items which are attached or annexed to the building, including windows, wall paint, wallpaper, ceiling, flooring, doors and landlord's fixtures and fittings. "Contents" are generally defined as all movable property (not building items) such as electrical appliances and furniture. "Building Betterment" generally refers to the interior building improvement including remuneration and refurbishment of fixtures and floorings. It should be carried out and be paid for by the insured. You should first submit a claim to the building insurers. After the building policy is exhausted, we will then consider the claim under the Building Betterment extension.
  • Is there any time limit for reporting a household claim?  
    You should report the claim to us immediately.

Procedure:

In the event of loss, written notice of claim should be given to us within thirty (30) days after the occurrence , together with all relevant documents.

Requirements & Notes:

A. Documents / information required for claims submission

  • You should fill in and sign the related claim form 
  • In order to help us to deal with your claims, you should provide all the supporting documents to substantiate your claim. Complete documentation will prevent the delay in your claim assessment as additional time may be required to obtain the requisite information (Please click here for the guidelines on documents required under different coverage)
  • Upon receipt of sufficient documents, we will assess your claim accordingly. The result of your claim submission will be sent to you soon

B. Overseas Emergency Needs

  • If you are traveling overseas and require emergency assistance because of a sickness or an injury, you can contact 24-hour Travel Guard Assistance Hotline at +852 3516 8699 anytime anywhere in the world for assistance.
  • Please provide the following information when calling (if you are unable to call, please ask a family member, colleague or third party to assist):
    • Your policy number 
    • Your name  
    • Your current location 
    • Describe your condition or symptoms and the nature of the assistance that you require
  • Based upon the information you provide, medical advice and assistance will be provided over the phone. If your medical condition is judged to be medically necessary and appropriate for a move to another location for medical treatment, or to return to Hong Kong (for Hong Kong residents), we will arrange evacuation by the most appropriate method, according to the severity of your medical condition.

Frequently Asked Questions:

A. Documents / information required for claims submission

  • How do I submit a claim? Where can I obtain a claim form?  
    A completed claim form, along with required supporting documents, should be submitted within the notification period to the office or address listed in your policy. In general, written notice of claim should be provided to us within thirty (30) days of any event claimable or likely to be claimable under the terms of your policy, or as soon as is reasonably possible. Please note that different policies have different notification periods. Please refer to your Accident and Health Care or Travel Policy for complete terms and conditions.  

You can contact our Customer Service Hotline for an Accident & Health claim form or a Travel Insurance Claim Form on +852 3666 7090.  

Documents required vary according to the type of claim you are making. (Please click here for guidelines on documents required.)

  • Where do I submit my claim? 
    Your completed claim form, along with all relevant supporting documents, can be submitted to our Claims Department by mail or in person. It can also be submitted by fax, if an original is not required. (Please click here for guidelines on documents required for various policies.)  

    AIG Insurance Hong Kong Limited  
    Claims Department 
    46/F, One Island East 
    18 Westlands Road 
    Island East, 
    Hong Kong 
    Fax No.: +852 2834 8962
  • What happens after I have submitted the claim? 
    We will process your claim upon receipt. If any clarifications or follow up is needed, our claims representative will contact you within ten (10) working days.
  • If I have questions about the status of my submitted claim or my claimed benefits, whom do I contact? 
    You can call our Customer Service Hotline on  +852 3666 7090, Monday to Friday 9:00am to 6:00pm.
  • What happens if I am unable to submit all the documents required? 
    If you do not submit all the required supporting documents, the processing of your claim may be delayed because additional time is required to obtain the requisite documentation ourselves. In some situations, if you are unable to provide the required documents, we may be unable to complete the processing of your claim.
  • I want to submit additional supporting documents in relation to my previously submitted claim. How do I submit these documents? 
    You can send the supporting documents to us in the same way you submitted the original claim.

(Please click here for guidelines on documents required.)

To expedite the processing of these additional documents, please clearly write our claim reference number at the top of the first page.

  • Are photocopies of my original receipts and documents acceptable for the purpose of processing my claim? 
    Generally speaking, original receipts and supporting documents are required in order to process Travel and Accident & Health Care claims. However, this will depend on the nature of the claim and supporting documents.

(Please click here for guidelines on documents required.)

  • If I submit my original receipts and would like to have them returned, what should I do? 
    Please indicate on the claim form you submit that you are requesting the return of your original receipts. We will return the original receipts to you once the assessment of your claim is complete.
  • What should I do if I need emergency assistance during my trip? 
    Please call 24-hour Travel Guard Assistance Hotline at +852 3516 8699.

B. Accident & Health Care

  • What should I do if a public hospital charges me for completing Section1B of the Accident & Health Claim Form?  
    If, for any reason, the hospital does not supply the requisite information for the claim form, you may leave Section 1B blank and attach a full hospital discharge summary for our assessment. After reviewing your claim, we will determine if completion of Section1B is necessary to complete the processing of your claim. Please note that there is likely to be a delay in the processing of your claim.

C. Travel Insurance

  • What supporting documents should I submit together with the Travel Insurance Claim Form? 
    You should always submit your travel insurance certificate. Required supporting documents will depend on the type of claim you are making. If you are making a claim under an annual travel policy, proof of trip duration and destination is required. If you are making a claim under a corporate travel policy, proof of the nature of the trip, destination and its duration (from your company) is required.

(Please click here for guidelines on documents required.)

  • If I purchase my travel insurance together with a tour package from my travel agency and I do not receive a separate travel insurance certificate, what should I do? 
    You should submit the tour package receipt indicating that travel insurance has been purchased. This can be submitted in place of a travel insurance certificate.
  • What is a depreciation rate and how does it affect my claim amount? 
    Depreciation is applied when calculating the amount for loss or damage to personal belongings. The relevant rate applied will vary according to a number of variables, including the nature of claimed item, the age of the item and whether purchase receipts have been supplied.