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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Chubb Claim Centre

Q1. How can claims be made?
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
  • Internet Explirer 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
Smartphones IOS 9.0 and Android

Q2. What can policyholders do if they miss downloading a form during the online claims process and the claim has been submitted? 
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

Q3. What can policyholders expect after submitting a claim online? 
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).

Q4. How can policyholders review their claims online after submission?
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

Q5. Can policyholders amend their claims online after submission? If yes, how can they do so?
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

Q6. Is there a limitation as to the size of documents to be uploaded by the policyholder?
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.

Q7. Apart from English characters, can I input Chinese or other language characters when making a claim online?  
A7. No, the Customer Service Portal support English characters ONLY, please input English when making the claims online.

Q8. Can I make a claim online if more than one claimant is involved?  
A8. Yes, you can, up to four (4) claimants can be filed online.

Q9. How soon will the policyholder hear back from Chubb about the processing status of their claim?  
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.

Q10. If a policyholder faces difficulties submitting a claim online, what are the alternative ways for claims submission?
A10. The alternative ways are:

  • By Mail: Chubb Insurance Hong Kong Limited, 25th Floor, Shui On Centre, No. 6-8 Harbour Road, Wanchai, Hong Kong
  • By Email: A&HClaims.HK@chubb.com

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.

Q2. Where do I submit my claim?
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
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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