Chubb Online Claim Submission, Australia
 Chubb Customer Service

Online Claim Submission

Chubb Insurance Australia Limited

There is a self-service Claim Centre for policyholders of Chubb Insurance Australia Limited (previously ACE Insurance Limited). If you have purchased insurance from our partners or e-commerce websites, you’re able to access the Claim Centre to make your claim.

American Express cardholders should use the AMEX Claim Centre.

The two main advantages of using these portals are:

  1. You can submit your claim anytime, anywhere, using any device
  2. You enjoy the convenience of making the claim at your own pace

You’re able to make a claim for the following coverage:

  1. Personal injury/Sickness (including ‘Broken Bones’ and ‘Accident Income Disability’ claim types)
  2. Hospital income/Hospital cash
  3. Medical reimbursement
  4. Accidental death
  5. Dismemberment/Permanent disablement
  6. Life event
  7. Travel (Includes ‘Liability’ and ‘Car Rental’)
  8. Critical illness
  9. Unemployment
  10. Purchase protection
  11. Refund protection
  12. Buyer’s advantage

If you face any technical difficulties in making your claim, don’t hesitate to call our customer service hotline which is operational during office hours, Monday to Friday (excluding Public Holidays), as follows:

  • 1800 236 023, 8am to 8pm (AMEX)
  • 1800 803 548, 9am to 5pm (General)

Alternatively, you’re able to submit a claim by mail or email by downloading the claim forms.

Frequently Asked Questions (FAQs)

For more assistance, please refer to the FAQs below:

1. How can claims be made?

Claims can be made online by policyholders using various devices such as desktops, laptops, tablets, or smart phones. The technical requirements for the devices are listed below.

Devices Technical Requirements
Desktops/laptops
  • Internet Explorer v9.0
  • Google Chrome v45.0
  • Firefox v40.0.3
  • Safari (MAC) 8.0.8 / (Windows) 5.1.7
Tablets IOS 9.0 and Android
Smart phones IOS 9.0 and Android

2. What can policyholders do if they miss downloading a form during the online claims process and the claim has been submitted?

Don’t worry, the policyholder can:

  • Download the claim forms here.
  • Contact our customer service hotline which is operational during office hours, Monday to Friday (excluding Public Holidays), as follows:

1800 236 023, 8am to 8pm (AMEX)
1800 803 548, 9am to 5pm (General)

3. What can policyholders expect after submitting a claim online?

The policyholder making the claim on our Claim Centre will receive the following acknowledgments:

  • An e-mail thanking the customer for submitting the claim that’ll contain:

i. The claim number
ii. The read-only document produced with the questions/answers from the Claim Centre
iii. A list of any required documentation not provided
iv. A list of documents to be resubmitted because they contain a virus and/or when clarification is required
v. Contact information

  • An SMS acknowledgement containing the claim number and contact information (if a mobile number has been provided)

4. How can policyholders review their claims online after submission?

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, Monday to Friday (excluding Public Holidays), as follows:

1800 236 023, 8am to 8pm (AMEX)
1800 803 548, 9am to 5pm (General)

5. Can policyholders amend their claims online after submission? If yes, how can they do so?

They can’t amend their claims once submitted but they’ll be given the option to edit the information before they submit their claim. If any amendments are required after submission, they’ll need to contact our customer service hotline which is operational during office hours, Monday to Friday (excluding Public Holidays), as follows:

1800 236 023, 8am to 8pm (AMEX)
1800 803 548, 9am to 5pm (General)

6. Is there a limitation as to the size of documents to be uploaded by policyholders?

Where we have the function for policyholders to upload a document, the maximum document size will be indicated on our Claim Centre. Generally, it’s up to 20.0 MB.

7. How soon will policyholders hear back from Chubb about the processing status of their claims?

After acknowledgement of the claim, it may take up to 10 working days for the policyholder to receive a notification that his/her claim has been accepted or rejected, provided that all necessary supporting documents have been received.

8. If a policyholder faces difficulties in submitting a claim online, what are the alternative ways for claims submission?

The alternative ways are:

By Mail:

Country Address
Australia Chubb Insurance Australia Limited
 A&H Claims
GPO Box 4065
Sydney NSW 2001

9. By Email:

Country Address
Australia a&hclaims.au@chubb.com

Chubb Insurance Company of Australia Limited

If you have a business claim and the policy was underwritten by Chubb Insurance Company of Australia Limited prior to 1 November 2016, you can notify Chubb of a claim using the Online Claim Reporting Application.

The following types of claims can be notified using this portal:

  1. Corporate Travel
  2. Personal Accident & Sickness, Voluntary Workers and Group Journey
  3. Expatriate Medical
  4. General Liability
  5. Specialty
  6. Commercial Property
  7. Homeowners (Masterpiece)
  8. Marine

Note: Please note that for Accident & Health claims, a completed claim form is also required.