General Questions
  • Do I need to print the completed claim form and send it back to you?
  • How will I know if you've received my completed claim form?
  • Is there a time limit on filing my claim?
  • Should I wait until all the supporting documents are available?
  • What should I do if I receive further supporting documents after I've submitted my claim form?
  • What are Notification No. and Claim No.?
  • How will I receive the Notification No. and Claim No.?
No.
When you completed this claim form, you will receive an email notification from us.
Yes. Please submit the claim form to us within thirty (30) days from the date of incident. If you are still abroad and cannot submit the claim form now, you must submit it as soon as possible when you return to Hong Kong.
No. Please submit the claim form to us within thirty (30) days from the date of incident, even if you don’t have all the documentsyet.
If our claims handler has not yet contacted you, you can submit the documents via email to claimin@hk.msig-asia.com or post to our office address. Please quote the Notification No. or your policy number for every enquiry or submission. If you have received the notification from our claims handler, you can submit the documents direclty to your claims handler directly by replying his/ her email, or via the method as above. Please quote the Claim Number for every enquiry or submission.
Both numbers are computer generated and are used to identify your claim submission and progress.Quoting your Claim No. whenever you write to, or call us, will help your claims handler to work faster.
The Notification No. is generated after you completed and submitted the claim form, and sent via email. Claim No. is generated after we assigned a claim handler to your case and sent via your preferred contact method.
Personal Details and General Information
  • May I complete one claim form for multiple travelers filing the same claim? (e.g. family members/ friends traveling together)?
  • Do I need to fill in the "other insurance" section if I have made another insurance or compensation claim from my Home Insurance or Medical Insurance policies as a result of this incident?
  • How should I fill in the Travel Period if it is a one-way trip?
Yes, if you were traveling together. But you must list each insured person's information on the same claim form under Claimant section.
Yes
Please use your departure date from Hong Kong for both "From" and "To".
Claim Settlement Method
  • What should I do if I want to receive my claim settlement by cheque?
  • If my claim has more than one claimant, what should I do if I want settlement to be payable to each claimant?
You can just leave the bank account details blank on the claim form.
In this case, each claimant has to complete their own claim form.
Travel Delay (*not applicable to SCB Sign & Fly program)
  • What documents do I need to submit for my travel delay claim?
  • I have submitted a certificate issued by my carrier already.Why may the claim handler ask me further question?
  • I read some news saying that a typhoon was coming before I applied for insurance, but my carrier had not announced any flight delay at that time. If my flight was delayed later, can I still claim the travel delay benefits?
  • My flight was delayed due to overbooking or scheduling/ re-scheduling of their crew members. Is it covered?
  • I have incurred extra expenses for accommodation and beverage during my delay period. Can I claim under travel delay section?
Generally, you have to submit: (1) original travel itinerary, (2) boarding pass or any documents showing your actual departure/ arrival time and place, and (3) a certificate issued by your carrier showing the reason and total period of delay.
It is likely that the certificate provided did not show the reason of delay. The travel delay section usually provides cover for specific reasons.
No. We do not cover for any event that has commenced or has been announced before the date of applying for insurance.
No. These reasons are excluded in the travel delay section.
No, we generally will make a lump sum payment for a specific delay period (e.g. HK$250 for each of eight hours of delay). This is intended to cover your reasonable expenses during the delay period without providing any supporting payment evidence.
Loss of or damage to baggage/ money/ personal documents (*not applicable to SCB Sign & Fly program)
  • What should I do immediately if I have lost my baggage/ money/ personal documents?
  • What documents do I need to submit for my damage to baggage claim?
  • What is "excess"?
You must report it within 24 hours of discovery and obtain a report from local police, airline or other carrier who had custody of the baggage and/or may be responsible for the loss.
Photos showing the extent of damage and documents showing the ownership and value of the damaged baggage (e.g. purchase receipt). A document from relevant authority to prove the damage would also help.
Some policies may have an excess to be applied for each and every claim per Insured Person. For example, if the excess is HK$200, and your claim adjustment amount is HK$1,000, this means that you will have to bear the first HK$200 of your claim and your claim settlement will be HK$800 (i.e. HK$1,000 - HK$200).
Medical Expenses (*not applicable to SCB Sign & Fly program)
  • Can I submit a copy of medical expeneses receipt, instead of an original receipt ?
  • Does travel insurance cover pre-existing diseases?
  • What should I do if I am sick during the trip?
  • I have toothache during my trip. Is it covered?
No, we need original, itemized receipts. However, we suggest you keeping a copy for your record.
No. We do not cover death or bodily injury or sickness sustained by the insured caused by or arising from any medical, physical or mental condition which is pre-existing at the time of application of the insurance, or at the date of arranging the Journey, including any recurring, chronic or continuing illness or condition which the Insured is aware of, or for which treatment has already been received.
Please consult the local doctor and keep all the medical receipts and reports. Please make sure that the medical receipts and reports have mentioned the diagnosis and/or treatment given.
No. We cover emergency dental treatment as a result of bodily injury only.
Trip Cancellation/ Curtailment (*not applicable to SCB Sign & Fly program)
  • What should I do if I have to cancel my trip?
  • What is covered for trip cancellation?
  • My flight departing from Hong Kong was delayed for one day. Am I eligible to claim under trip curtailment section?
You should cancel your booking arrangement as soon as possible as many travel agents/airlines will provide a refund if you cancel the booking within a specific timeframe. We will not cover any non-refundable amount arising from your late cancellation.
We cover unused travel and accommodation deposits you have already paid, or future payments you are legally obliged to pay, and which are not recoverable from any other source for specific reasons (e.g. unused flight tickets and hotel deposits). But we do not cover the costs of tickets for theme parks, sports, music or entertainment event.
No. Trip curtailment is applicable if you journey is unavoidably abandoned for specific insured reasons once the trip has begun, and you have to return to Hong Kong before the scheduled return date.
Rental Vehicle Excess (*not applicable to SCB Sign & Fly program)
  • I rented a vehicle but I was not the driver at the time of accident. Is it covered under my travel insurance policy?
  • What should I do if I have a traffic accident with my rental vehicle?
No. We cover for accident which occur while are controlling the vehicle.The driver should submit claim to to his/her own travel insurance provider.
Please report the accident to both the local police and your rental agency. Please keep all relevant documents (e.g. rental agreement, excess payment receipt, photos showing the extent of damage and police/ incident report) for claim submission.
Delay Baggage (*not applicable to SCB Sign & Fly program)
  • What should I do if I do not receive my check-in baggage?
  • My check-in baggage is temporarily lost in transit when I return to Hong Kong. Is it covered under delayed baggage section?
Please report to your carrier and obtain a report/ certificate from them. Please keep all relevant documents showing the actual arrival time of your check-in baggage.
No. We cover for outward trip only, not the return trip to Hong Kong.
Personal Liability (*not applicable to SCB Sign & Fly program)
  • What is covered under personal liability section?
  • I have a traffic accident in my rental vehicle and a few passengers were injured in another vehicle involved in the same accident. Is it covered?
We will pay for all sums which you become legally liable to pay as compensation for accidents and resulting in death or bodily injury of any person, or loss of or damage to property, including any legal costs and expenses awarded against you, or incurred by you with our written permission.
No. We do not cover any liability arising from or in connection with the use of mechanically propelled vehicles. Please reported the accident immediately to your rental vehicle company and/ or their motor insurance company.
Missed Departure (*not applicable to SCB Sign & Fly program)
  • What is covered under missed departure section?
  • What does Public Transport mean?
  • My bus failed to get me to the airport due to traffic jam. Is it covered?
We will pay additional transport expenses necessarily and reasonably incurred for which you are obliged to pay and which are not recoverable from any other source in reaching your planned destination or for your return trip to Hong Kong as a direct result of failure of public transport conveyance to get you to the departure port or airport by the time specified by the carrier for specific insured reasons. For example, if there is heavy snowfall or earthquake which blocks the road for buses and trains in getting you to the airport but your flight has taken off.
Public Transport is defined as a licensed and scheduled transport service (other than contractor or private carrier) which any member of the public can join at a recognized stop and pay a fare. Therefore, taxi, rental vehicle and Uber are not covered under missed departure section.
No. we cover for specific reasons (e.g. riot, hijack, adverse weather conditions, or natural disaster) directly resulting in suspension of public transport, but not for traffic jam. You are advised to take extra time to go to the airport in order to avoid any traffic jam.
Death or Permanent Disablement (*not applicable to SCB Sign & Fly program)
  • What is covered under Personal Accident section?
  • The Insured died during the trip as a result of heart attack. Is it covered under Personal Accident section?
  • How do I provethat the permanent disablement was suffered?
We will cover bodily injury suffered by the insured resulting in death or permanent disablement, subject to the scale of benefits shown in your policy which will be paid to the insured or his/her legal representative in the event of death.
No. We cover bodily injury but not sickness.
Please provide a detailed medical report from a legally registered medical practitioner at your expense.
Other
  • What is covered under Golfer's Hole-in-One section? (*for specific policies only)
  • I have a claim that does not fit into the claim types provided. What should I do?
We will cover you for the cost actually incurred on hospitality if you achieve a "Hole-in-One" in any recognized golf-course during the period of insurance. Your signed/ countersigned score card recording the event should be produced as an evidence of claim.
Please choose "Other" and provide full description of the incident together with the details of your claim items in the claim details page.
Upload Documents
  • Do I still need to submit the documents by mail?
  • What should I do if the file size exceed the limit?
  • What if I want to submit further documents to prove my claim which are not in the list?
  • Should I wait until all the supporting documents are available?
  • What should I do if I receive a further supporting documents after I've submitted my claim form?
It depends on the claim type(s) selected, you only need to mail the original documents that we ask for.
Sometimes the resolutions of the photos provided are too high. Try to reduce the file size of the photos and upload them again. Alternatively, you can email the supporting documents via email at claimin@hk.msig-asia.com (we recommend that you zip or compress the email attachment(s) to avoid delivery failure. Or you can fax them to us (for black and white documents only) at 2902 9109 after the completion of your claim form.Remember to quote your Notification No. or Policy No. so that we can understand which claim submission the supporting documents are referring to.
You can submit them under "Other relevant items".
No. Please submit the claim form to us within thirty (30) days from the date of accident, even if you do not have all the necessary documents yet.
If our claims handler has not contacted you yet, you can submit the documents via email to claimin@hk.msig-asia.com or via mail to our office address. Please quote the Notification No. or your policy number for every enquiry or submission. If you have received the notification from a claims handler, you can submit the documents to your claims handler directly by replying his/ her email, or via the method as above. Please quote the Claim Number for every enquiry or submission.