QBE Insurance (Australia) Limited

Claims

Reminder

In the event of an emergency, you can contact our WORLDWIDE EMERGENCY ASSISTANCE provider immediately from anywhere.

WORLDWIDE EMERGENCY ASSISTANCE 24-HOUR HELPLINE
(852) 2862 0181


Claims Procedure

If you have a claim against your travel insurance policy with us, please provide us with a Completed Claim Form together with the respective documents.

For a claim form, please click here.

The completed Claim Form together with the supporting documents should be sent to:

QBE Hongkong & Shanghai Insurance Limited
QBE Claims (Travel)
33/F, Oxford House,
Taikoo Place, 979 King's Road,
Quarry Bay, Hong Kong

For more information, or if you are unable to download or print the Claim Form, please contact us:

QBE Customer Service Centre (09:00-17:30 Hong Kong Time Monday to Friday, except public holidays)
Tel: (852) 2828 0008
Fax: (852) 3607 0500
Email: cs.hk@qbe.com



You can help us speed up the processing of your claim by following the instructions on the Claim Form. For your convenient reference, the table below lists the actions and documents you are required to take or supply to us when lodging your claim.



Medical Expenses & Hospital Cash Allowances
Personal Accident
Compassionate Cash
Personal Belongings
Trip Cancellation or Curtailment Expenses
Trip Re-route
Delay Benefits
Personal Liability
Credit Card Protection
Emergency Cash
Aircraft Hijack

Claims Subject

Main Action and/or Supporting Document Required

Medical Expenses &
Hospital Cash Allowances
  • Original medical advice and sick leave certificate(s) with diagnosis issued by the medical practitioner.
  • Original admission slips, discharge summary with diagnosis.
  • Original hospital/clinic bill(s) and receipts with diagnosis and medicine receipts.
  • All other supporting documents, such as laboratory report, X-ray report and so forth.
  • Original of other related expenses receipt(s), if applicable.
Contact our EMERGENCY TRAVEL ASSISTANCE provider for any of the medical emergency evacuation/medically supervised repatriation/repatriation of mortal remains claims.

Personal Accident

For Permanent Disablement Claim

  • Original medical advice and certificate with diagnosis issued by the medical practitioner.
  • Original admission slip and discharge summary with diagnosis.
  • All other supporting documents, such as laboratory report, X-ray report and so forth.

For Death Claim

  • Death Certificate.
  • Post Mortem report.
  • Probate or Letter of Administration.
  • Police report and/or Coroner's Report if the death is caused by accident.
  • Incident report issued by relevant authority at place of death.
  • Original receipts for related burial expenses.
  • Copy of HKID or passport of the deceased.
  • Certificate of Order Authorizing Burial/Cremation of Body.
Compassionate Cash
  • Original medical advice & certificate with diagnosis issued by the medical practitioner.
  • Original admission slip and discharge summary with diagnosis.
  • All other supporting documents, such as laboratory report, X-ray report and so forth.
  • Death Certificate.
  • Post Mortem report.
  • Probate or Letter of Administration.
  • Police report and/or Coroner's Report.
  • Incident report issued by relevant authority at place of death.
  • Copy of HKID or passport of the deceased.
  • Certificate of Order Authorizing Burial/Cremation of Body.
Personal Belongings

If you incur loss of your baggage, personal effects, personal money or travel documents, report the loss to the Police, Custom, Carrier, Hotel operator at the place of loss within 24 hours and obtain their immediate loss report. In addition submit:

For Baggage and/or Personal Effects

  • Original police report or property irregularity report/ damage report from the airline company or hotel confirmation.
  • Original purchase invoice(s) and replacement receipt(s).
  • Photos depicting the extent of damage.
  • All original receipts and/or warranties relating to the lost/damaged property if the property needs to be replaced.
  • Original Repair receipts and prior approval of the quote from QBE-HKSI if damaged property has been repaired.
  • Insured's Authorization Letter/Consent, if appropriate.

For lost money and/or travel documents

  • Original replacement invoice or receipt(s) for lost travel document(s).
  • Copy of bank statement(s) and/or exchange slip(s) indicating the withdrawal of cash.
  • Original additional traveling and accommodation expenses receipt
Trip Cancellation or
Curtailment Expenses

For Trip Cancellation

  • Reason for cancellation of the trip together with relevant supporting documents.
  • Original certificate proving the non refund amount of travel expenses paid in advance.
  • Original medical certificate/report with diagnosis issued by the medical practitioner.
  • If the cancellation is due to the insured/relative/close business partner/traveling companion's death or sickness or injury, please provide us with copies of death certificate or medical advice/certificate with diagnosis and supporting documents proving the relationship.

For Curtailment Expenses

  • Reason for curtailment of the trip together with relevant supporting documents.
  • Original invoice/receipt for the additional travel and accommodation expenses incurred.
  • Original invoice/receipt for the loss of travel and accommodation expenses paid in advance.
  • Original medical certificate with diagnosis issued by the medical practitioner.
  • If the early return is due to the insured/relative/close business partner/traveling companion's death or sickness or injury, please provide us with copies of death certificate or medical advice/certificate with diagnosis and supporting documents proving the relationship.
  • Copies of boarding passes/air-tickets/e-tickets/passport/other supporting documents.
Trip Re-route
  • Reason for re-route of the trip together with relevant supporting documents.
  • Original incident report from the concerned airlines.
  • Document proving that the Common Carrier would not provide an alternative transportation.
  • Documentary supporting for the alternative transportation.
Delay Benefits

For Baggage Delay

  • Carrier's (airline) certificate stating the reason and duration of baggage delayed.
  • Original emergency purchase receipt(s) of essential items or clothing requisites.
  • Copies of boarding passes/air-tickets/e-tickets/passport/other supporting documents

For Travel Delay

  • Original letter from Carrier's (airline) confirming the total no. of hours delayed and reason for the delay.
  • Copies of boarding passes/air-tickets/e-tickets/passport/other supporting documents
Personal Liability

In the event that you receive any writ, summon or other documents that would cause you to lodge a personal liability claim, do not make any admission, offer or promise of payment to any third party without our prior approval. Please supply:

  • Photos showing the extent of the third party property damage and/or body injury and the scene of the accident, if possible.
  • Any third party correspondence, summons or writs. These should be forwarded to us immediately and unanswered.
Credit Card Protection
  • Death Certificate.
  • Post Mortem report.
  • Probate or Letter of Administration.
  • Police report and/or Coroner's Report if the death is caused by accident.
  • Incident report issued by relevant authority at place of death.
  • Copy of HKID or passport of the deceased.
  • Certificate of Order Authorizing Burial/Cremation of Body.
  • Original credit card statement(s) and/or other supporting receipt(s).
Emergency Cash

If you incur loss of essential travel documents abroad, please report to the police or consulate or relevant authority within 24 hours and obtain their immediate loss report. In addition submit:

  • Incident report or supporting documents issued by the police, consulate or relevant authority.
  • Original replacement invoice or receipt(s) for lost travel document(s).
  • Original additional traveling and accommodation expenses receipt.
  • All other supporting documents.
Aircraft Hijack
  • Airline certificate stating duration and reason of delay or interruption.
  • Copies of boarding passes/air-tickets/e-tickets/passport/other supporting documents.

A Claim May be Refused

We may refuse to pay a claim, or reduce the amount of claim payment, if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.


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