A. General Information
How do I submit a claim? Where can I obtain a claim form?
A completed claim form, along with required supporting documents, should be submitted within the notification period to the office or address listed in your policy. In general, written notice of claim should be provided to us within thirty (30) days of any event claimable or likely to be claimable under the terms of your policy, or as soon as is reasonably possible. Please note that different policies have different notification periods. Please refer to your Accident and Health Care or Travel Policy for complete terms and conditions.
You can contact our Customer Service Hotline for an Accident & Health claim form or Travel Insurance claim form on +852 3666 7090.
Documents required vary according to the type of claim you are making. (Please click here for guidelines on documents required.)
Where do I submit my claim?
Your completed claim form, along with all relevant supporting documents, can be submitted to our Claims Department by mail or in person. It can also be submitted by fax, if an original is not required. (Please click here for guidelines on documents required for various policies.)
Chartis Insurance Hong Kong Limited
Claims Department
46/F, One Island East
18 Westlands Road
Island East
Hong Kong
Fax No.: +852 2834 8962
What happens after I submitted the claim?
We will process your claim upon receipt. If any clarifications or follow up is needed, our claims representative will contact you within ten (10) working days.
If I have questions about the status of my submitted claim or my claimed benefits, whom do I contact?
You can call our Customer Service Hotline on +852 3666 7090, Monday to Friday 9:00am to 6:00pm.
What happens if I am unable to submit all the documents required?
If you do not submit all the required supporting documents, the processing of your claim may be delayed because additional time is required to obtain the requisite documentation ourselves. In some situations, if you are unable to provide the required documents, we may be unable to complete the processing of your claim.
I want to submit additional supporting documents in relation to my previously submitted claim. How do I submit these documents?
You can send the supporting documents to us in the same way you submitted the original claim. (Please click here for guidelines on documents required.)
To expedite the processing of these additional documents, please clearly write your claim reference number at the top of the first page.
Are photocopies of my original receipts and documents acceptable for the purpose of processing my claim?
Generally speaking, original receipts and supporting documents are required in order to process Travel and Accident & Health Care claims. However, this will depend on the nature of the claim and supporting documents. (Please click here for guidelines on documents required.)
If I submit my original receipts and would like to have them returned, what should I do?
Please indicate on the claim form you submit that you are requesting the return of your original receipts. We will return the original receipts to you once the assessment of your claim is completed.
What should I do if I need emergency assistance during my trip?
Please call 24-hour Travel Guard Assistance Hotline by collect call at +852 3516 8699.
B. Accident & Health Care
What should I do if a public hospital charges me for completing the Section1B of the Accident & Health Claim Form?
If, for any reason, the hospital does not supply the requisite information for the claim form, you may leave Section 1B blank and attach a full hospital discharge summary for our assessment. After reviewing your claim, we will determine if completion of Section1B is necessary to complete the processing of your claim. Please note that there is likely to be a delay in the processing of your claim.
C. Travel Insurance
What supporting documents should I submit together with the Travel Insurance Claim Form?
You should always submit your travel insurance certificate. Required supporting documents will depend on the type of claim you are making. If you are making a claim under an annual travel policy, proof of trip duration and destination is required. If you are making a claim under a corporate travel policy, proof of the nature of the trip, destination and its duration (from your company) is required. (Please click here for guidelines on documents required.)
If I purchase my travel insurance together with a tour package from my travel agency and I do not receive a separate travel insurance certificate, what should I do?
You should submit the tour package receipt indicating that travel insurance has been purchased. This can be submitted in place of a travel insurance certificate.
What is a depreciation rate and how does it affect my claim amount?
Depreciation is applied when calculating the amount for loss or damage to personal belongings. The relevant rate applied will vary according to a number of variables, including the nature of claimed item, the age of the item and whether purchase receipts have been supplied.