Claims Frequently Asked Questions (FAQ)
The claim must be applied within 30 days after the date of clinical consultation that gives rise to the claim, through our eClaims online platform on the Hong Leong Insurance website or mobile app or by submission of original clinical expenses receipts. Utilizing our eClaims online service significantly reduces the claims processing time and claim payment will be settled faster through the Faster Payment System(FPS) or Direct Credit.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
We will process your claim as soon as we can. It takes around 1 week for clinical claim application. For others, you will be notified of the claim decision or request for additional information within 2 to 3 weeks from the date of your claim application.
Normally, our Claims Handler will contact you via email if additional supporting documents are required to process your claim. Please simply reply to the email with the required documents.
Each domestic helper has a 15 days waiting period, no benefit shall be payable for any disease or sickness occurring within the waiting period.
Major exclusions include pre-existing disease prior to the inception of the policy, Acquired Immune Deficiency Syndrome (AIDS), nervous or mental disease or disorder, venereal diseases, congenital anomalies and deformities, infertility, sterilization, heart disease or cancer, palpitation, renal calculus, gall bladder stone, hypertension, arthritis.
For any covered hospital confinement case, we will pay for the Room & Board & Hospital Charges, Surgical Expenses, Anaesthetists Fees and Operating Theatre Fees upto the limit per day/disability.
No matter the consultation is rendered by a general or specialist medical practitioner, it is also covered under clinical expenses benefit.
Yes, dental expenses (covers dental diseases only) pay for 2/3 of actual expenses incurred for each dental treatment but upto the policy limit per year. However, we do not pay dental expenses incurred for any routine examination, scaling, polishing or cleaning, crowning, bridges, braces and dentures.
No, Domestic Helper Insurance will not provide any cover in this situation.
Please retain all original documents for a period of 150 days following the receipt of compensation. This requirement is in place as we may, if required, request the submission of original medical receipts to validate a claim or as part of our internal review purpose.
The claim must be applied within 30 days after returning to Hong Kong from the journey, through our eClaims online platform on the Hong Leong Insurance website or mobile app or by submission of duly completed claim form. Utilizing our eClaims online service significantly reduces the claims processing time and claim payment will be settled faster through the Faster Payment System(FPS) or Direct Credit.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
We will process your claim as soon as we can. Normally, you will be notified of the claim decision or request for additional information within 2 to 3 weeks from the date of your claim application. Please expect there may be some delay during Typhoon/Rainstorm seasons due to influx of claims volume and enquiry.
No. If the application for this insurance is made after you have left Hong Kong territory, then this Policy shall be void and no claim shall be payable.
Please provide copies of boarding passes/e-tickets , travel itinerary and certificate from the carriers showing the cause and duration of delay.
No. For travel delay, the benefit is only payable in the event of the common carrier in which you have arranged to travel is delayed in departure or arrival for at least 6 hours from the time specified in the itinerary due to strike or industrial action, riot or civil commotion, hijack, adverse weather conditions, natural disaster, mechanical breakdown or derangement or structural defect of the scheduled aircraft, sea vessel or train.
You should report the case to Airlines/Carriers immediately and obtain a Property Irregularity Report. Please also take photos including the brand name, model and the damaged area clearly and then submit a claim with relevant supporting documents to us for assessment.
Regrettably, the aforementioned situation does not qualify under the "Baggage Delay" benefit. The "Baggage Delay" benefit is only applicable when the check-in baggage is delayed for at least 10 hours subsequent to the insured person arrival at an overseas destination. Any purchases expenses incurred as a result of baggage delay after you returned to Hong Kong is not covered.
Yes, the related medical expenses are covered.
Any kind of sport being engaged in professional capacity or where you would or could earn any remuneration from engaging in such kind of sport, racing other than on foot, deep water diving (30m or deeper), motor rallies and competitions, aviation other than as a fare-paying passenger in a licensed aircraft operated by a recognized airline are not covered under this insurance policy.
No, this travel insurance does not cover any medical or related expenses resulted from your pre-existing medical conditions prior to the trip.
Emergency assistance service including medical provider referral, arrangement of emergency medical evacuation, arrangement of repatriation of remains and arrangement of compassionate visit. 24-hour Travel & Medical Assistance Service Hotline is (852) 2861 9294.
The follow-up medical expenses within 3 months after returning to Hong Kong are covered.
You must report the incident to the local police within 24 hours of its occurrence and obtain a written report showing full details of the lost items. You shall submit a claim application within 30 days after you return HK.
No, compensation will only be based on the market value of the lost camera (including adjustments for the depreciation of the lost camera).
Yes, please be reminded that you must purchase the travel insurance policy before the government of HKSAR issue a "Black Travel Alert" to the destination.
Yes, you can. This travel insurance provide cover for motor insurance policy excess incurred by you in the event that you are involved in a collision whilst the rental vehicle is driven by you or the rental vehicle is stolen or damaged whilst parked.
All claim payments will be made in Hong Kong dollars converted from foreign currencies.
No, "Period of Trip" in Annual Travel means the period commencing at the time when an Insured Person leaves his/her place of residence or business in Hong Kong for the sole purpose of beginning the journey or on the inception date of the Period of Insurance specified in the Certificate of Insurance, whichever is the later, until the time of return to his/her place of residence or business in Hong Kong after the journey or the expiration of 60 days from the beginning of the journey, whichever is the earlier. The policy coverage for the journey will cease upon the travel period exceed 60 days as specified under the "Period of Trip"
Please retain all original documents for a period of 150 days following the receipt of compensation. This requirement is in place as we may, if required, request the submission of original medical receipts to validate a claim or as part of our internal review purpose.
The claim must be applied within 30 days of the occurrence that gives rise to the claim, through our eClaims online platform on the Hong Leong Insurance website or mobile app or by submission of duly completed claim form . Utilizing our eClaims online service significantly reduces the claims processing time and claim payment will be settled faster through the Faster Payment System(FPS) or Direct Credit.
We will process your claim as soon as we can. Normally, you will be notified of the claim decision or request for additional information within 2 to 3 weeks from the date of your claim application.
Yes you can, but there is a maximum limit per visit and per day.
Emergency assistance service including medical provider referral, arrangement of emergency medical evacuation, arrangement of repatriation of remains and arrangement of compassionate visit. 24-hour Travel & Medical Assistance Service Hotline is (852) 2861 9294.
Yes, but subjected to sub-limit as stated in the policy.
Any kind of sport being engaged in professional capacity or where you would or could earn any remuneration from engaging in such kind of sport, racing other than on foot, deep water diving (30m or deeper), motor rallies and competitions, aviation other than as a fare-paying passenger in a licensed aircraft operated by a recognized airline are not covered under this insurance policy.
Please retain all original documents for a period of 150 days following the receipt of compensation. This requirement is in place as we may, if required, request the submission of original medical receipts to validate a claim or as part of our internal review purpose.
The claim must be applied within 30 days of the occurrence that gives rise to the claim, through our eClaims online platform on the Hong Leong Insurance website or mobile app or by submission of duly completed claim form . Utilizing our eClaims online service significantly reduces the claims processing time and claim payment will be settled faster through the Faster Payment System(FPS) or Direct Credit.
We will process your claim application as soon as we can. Normally, you will be notified of outcome of claim application or request for additional information within 2 to 3 weeks from the date of your claim application.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
No, this home insurance only provide cover for the self-owned premises when it is used by the policyholder and his/her family members living with him/her, and does not cover for rental purpose.
Properties including furniture, electrical appliances and decorations etc. (but excluding contact lenses, portable/mobile phones, fixtures and fittings without improvement, etc.) in the home belonging to you or your relatives permanently living with you in the home. Full details of household contents please refer to the policy wordings of the definition of household contents in the policy.
Yes, please retain all the affected/damaged property after the occurrence of the loss. It will facilitate the assessment of the loss by us or the appointed loss adjusters (if applicable) and serve as evidence of the loss in the claim.
You should obtain our prior written consent before conducting any repair/replacement to the affected/damaged property.
Yes, you should carry out necessary remedial measure(s) to mitigate/avoid further damage to the affected/damaged property in accordance with the relevant policy conditions.
You should report the incident to the police immediately and obtain a copy of the police report with the reference number.
No, this home insurance does not provide any cover for any loss or damage related to mobile phone.
Please report the case to us as soon as possible and do not make any promise, offer or admission of liability to third party without our prior consent. All correspondence regarding claims from third party should be forwarded to us immediately upon receipt for our handling.
Please retain all original documents for a period of 150 days following the receipt of compensation. This requirement is in place as we may, if required, request the submission of original medical receipts to validate a claim or as part of our internal review purpose.
The claim must be applied within 30 days of the occurrence that gives rise to the claim, through our eClaims online platform on the Hong Leong Insurance website or mobile app or by submission of duly completed claim form . Utilizing our eClaims online service significantly reduces the claims processing time and claim payment will be settled faster through the Faster Payment System(FPS) or Direct Credit.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
We will process your claim as soon as we can. Normally, you will be notified of the claim decision or request for additional information within 2 to 3 weeks from the date of your claim application.
Emergency assistance service including medical provider referral, arrangement of emergency medical evacuation, arrangement of repatriation of remains and arrangement of compassionate visit. 24-hour Travel & Medical Assistance Service Hotline is (852) 2861 9294.
Yes you can, but there is a maximum limit per visit and per day.
You should report the case to airlines/carriers immediately and obtain a Property Irregularity Report. Please also take photos including the brand name, model and the damaged area clearly and then submit a claim with relevant supporting documents to us for assessment.
Please retain all original documents for a period of 150 days following the receipt of compensation. This requirement is in place as we may, if required, request the submission of original medical receipts to validate a claim or as part of our internal review purpose.
The claim must be submitted within 14 days after the accident through our eClaims online platform on the Hong Leong Insurance website or mobile app or by submission of duly completed claim form. Utilizing our eClaims online service significantly reduces the claims processing time and claim payment will be settled faster through the Faster Payment System(FPS) or Direct Credit.
We will process your claim application as soon as we can. Normally, you will be notified of outcome of claim application or request for additional information within 2 to 3 weeks from the date of your claim application.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
Normally, our Claims Handler will contact you via email if additional supporting documents are required to process your claim. Please simply reply to the email with the required documents.
Yes, to expedite and simplify the claim submission process, we recommend utilizing our eClaims online platform available on the Hong Leong Insurance website or mobile app.
Yes, if your clinic/hospital where you receive treatment imposes a fee for providing a medical report, you will be responsible for the payment.
For treatment in Private Hospital, please provide Part 2A of claim form completed by the attending doctor and copies of all examination/medical report(s). For treatment in Hong Kong Public Hospital, please provide Discharge Slip or Discharge Summary (must be obtained from the hospital before/when you are discharged).
Please retain all original documents for a period of 150 days following the receipt of compensation. This requirement is in place as we may, if required, request the submission of original medical receipts to validate a claim or as part of our internal review purpose.
The claim must be applied within 30 days of the occurrence that gives rise to the claim, through our eClaims online platform on the Hong Leong Insurance website or mobile app or by submission of duly completed claim form . Utilizing our eClaims online service significantly reduces the claims processing time and claim payment will be settled faster through the Faster Payment System(FPS) or Direct Credit.
We will process your claim application as soon as we can. Normally, you will be notified of outcome of claim application or request for additional information within 2 to 3 weeks from the date of your claim application.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
Normally, our Claims Handler will contact you via email if additional supporting documents are required to process your claim. Please simply reply to the email with the required documents.
Yes, to expedite and simplify the claim submission process, we recommend utilizing our eClaims online platform available on the Hong Leong Insurance website or mobile app.
Yes, if your clinic/hospital where you receive treatment imposes a fee for providing a medical report, you will be responsible for the payment.
No, please note that the claim for surgery at a clinic or medical centre does not fall within the scope of the policy coverage as the patient was not an in-patient in a hospital.
Please retain all original documents for a period of 150 days following the receipt of compensation. This requirement is in place as we may, if required, request the submission of original medical receipts to validate a claim or as part of our internal review purpose.
The claim must be submitted to us within 14 days from the date of the accident. Please provide a copy of the completed prescribed Form 2 (download from Labour Department website) with the relevant supporting documents by post or by email to us. For more details, you may refer to our Claim Information Page from our website or mobile app.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
We will process your claim as soon as we can. Normally, you will be notified of the claim decision or request for additional information within 2 to 3 weeks from the date of your claim application.
Normally, our Claims Handler will contact you via email if additional supporting documents are required to process your claim. Please simply reply to the email with the required documents.
Yes, but there is a daily limit will be applied. For details, please access Labour Department website.
The claim must be applied within 30 days of the occurrence that gives rise to the claim by submission of duly completed claim form.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
We will process your claim as soon as we can. Normally, you will be notified of the claim decision or request for additional information within 2 to 3 weeks from the date of your claim application.
Normally, our Claims Handler will contact you via email if additional supporting documents are required to process your claim. Please simply reply to the email with the required documents.
Yes, please retain all the affected/damaged property after the occurrence of the loss. It will facilitate the assessment of the loss by us or the appointed loss adjusters (if applicable) and serve as evidence of the loss in the claim.
You should obtain our prior written consent before conducting any repair/replacement to the affected/damaged property.
Yes, you should carry out necessary remedial measure(s) to mitigate/avoid further damage to the affected/damaged property in accordance with the relevant policy conditions.
The claim must be applied within 30 days of the occurrence that gives rise to the claim by submission of duly completed claim form.
If you do not have all the required documents when applying a claim, you can file a claim first. When you received the required documents, please send them to us via email or direct mail.
We will process your claim as soon as we can. Normally, you will be notified of the claim decision or request for additional information within 2 to 3 weeks from the date of your claim application.
Normally, our Claims Handler will contact you via email if additional supporting documents are required to process your claim. Please simply reply to the email with the required documents.
Yes, please retain all the affected/damaged property after the occurrence of the loss. It will facilitate the assessment of the loss by us or the appointed loss adjusters (if applicable) and serve as evidence of the loss in the claim.
You should obtain our prior written consent before conducting any repair/replacement to the affected/damaged property.
Yes, you should carry out necessary remedial measure(s) to mitigate/avoid further damage to the affected/damaged property in accordance with the relevant policy conditions.
You should report the incident to the police immediately and obtain a copy of the police report with the reference number.
Please report the case to us as soon as possible and do not make any promise, offer or admission of liability to third party without our prior consent. All correspondence regarding claims from third party should be forwarded to us immediately upon receipt for our handling.
Disclaimer: The information of Frequently Asked Questions (FAQ) is for reference only. For the coverage of a specific insurance policy, please refer to the relevant policy terms and conditions.
