Chubb General Insurance Customer Service

Frequently Asked Questions

General Information

Q1. How do you classify an incident as an Accident?
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.

Q2. What should I do in the event of loss, damage or injury?
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).

Q3. What should I do if I lose my policy?
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.

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Claims

Q1. What kind of documents do you need to submit with the Claim?
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.

Please click here for Claim Forms.

Alternatively, you can call our Customer Service Hotline at (852) 3191 6222 during office hours (Monday to Friday 9:00am to 5:30pm, except public holidays).

Q2. Where do I submit my claim?
A2. 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
25th Floor, Shui On Centre
No. 6-8 Harbour Road
Wanchai, Hong Kong
O +852 3191 6800
F +852 2560 3565

Q3. How do I find out if Chubb received my notice of claim or the status of my claim?
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).

Q4. What happens if I am unable to submit all the documents required?
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.

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