Frequently Asked Questions

Marine Cargo Claims

Q      What should we do in the event of loss of or suspected damage to our cargo?
A      You should report the case to us as soon as possible and issue a notice of claim to the forwarders or carriers concerned to hold them liable for the loss or damage sustained by the cargo.  You should not issue any clean receipt to the forwarders or carriers.

Q     What documents should we prepare for a cargo claim?
A     You should submit the following documents to us :

  •   Insurance Policy or Certificate of Insurance
  •   Bill of Lading or Airway Bill or Delivery Note
  •   Commercial Invoice and Packing List
  •   Notice of Claim against carrier
  •   Exception List
  •   Photos of the damaged cargoes
  •   Landing Weight Certificate or Weight Note
  •   Any other relevant documents evidencing the loss or damage 
Q      How can we lodge a claim if our cargoes are exported to overseas markets?
A      International insurance companies usually have their survey agents or settling agents abroad. You may advise your customer to contact those survey agents or settling agents named on the insurance policy for survey arrangement or claims handling.

 

 

Public Liability Claims

Q     What should I do if a potential third party claim may arise?
A     You are required to report the case to us and submit a duly completed Claim Report Form as soon as possible.
Q      My neighbor complains that there is water seepage from my premises. What should I do?
A      You should report the complaint to your building manager, look into the actual cause of the damage and take any necessary remedial actions immediately. You should not admit liability or make settlement with any third party without our prior written consent.  You should notify us of the case and submit a duly completed Claim Report Form as soon as possible.
Q      A customer sustains a slip and fall injury at my premises due to wet floor. What should I do?
A      You should look into the actual cause of the incident and take all practical steps to mitigate the third party loss / damage. You should not admit liability or make settlement with any third party without our prior written consent. You should report the incident to us by submitting a duly completed Claim Report Form as soon as possible.
Q      Should I report the incident to your company even if the loss amount is less than the excess?
A      In order to protect your right to make a claim under your policy, you should notify us of all events which may give rise to a claim. If the loss amount is subsequently found to fall below the excess, you may withdraw the claim.

 

 

Property Claims

Q     What kind of information / documents should I submit to your company for the handling of my claim?
A     You should submit the following information / documents:

  •   Duly completed original Claim Report Form within reporting period;
  •   Original purchase invoice(s) / past renovation record showing the affected / damaged property;
  •   The repair / replacement quotation for the affected/ damaged property;
  •   Colour photographs pertaining to the scene and the affected / damaged property;
  •   Police report number in case the incident is reported to the police. 
Q      Is there any time limit for the submission of the claim documents?
A      It depends on the class of insurance in question. In general, you should supply a full set of claim documents to us within 30 days after the occurrence of the loss in accordance with the relevant policy conditions. 
Q      Should I retain the affected / damaged property for inspection after the occurrence of the loss?
A      Yes, you should retain all the affected / damaged property for inspection after the occurrence of the loss. It will facilitate the assessment of your loss by our company or loss adjusters and serve as evidence of your loss in the claim. 
Q      Should I obtain prior written consent from your company before conducting any major repair / replacement to the affected / damaged property?
A      Yes, in order to avoid any disputes in the course of assessment of your loss, you should obtain prior written consent from our company before conducting any major repair / replacement to the affected / damaged property. 
Q      Should I carry out any remedial measure(s) to mitigate / avoid further damage to the affected / damaged property after the occurrence of the loss?
A      Yes, you should carry out necessary remedial measure(s) to mitigate / avoid further damage to the affected / damaged property after the occurrence of the loss in accordance with the relevant policy conditions. 
Q      Should I report to the police in the case of theft / burglary / malicious damage?
A      Yes, you should immediately report the incident to the police in the case of theft / burglary / malicious damage in accordance with the relevant policy conditions.

 

 

Motor Claims

Q      What is NCD Protection?
A      No Claim Discount (NCD) Protection is applicable to Comprehensive cover only.  Under NCD Protection, if the total sum of all your claims during the current Period of Insurance does not exceed the designated amount set out on the Schedule, you will be entitled to the same NCD enjoyed under the existing policy upon renewal. However, NCD Protection does not apply if the NCD is to be transferred to any other insurance companies for whatever reasons including non-renewal by both parties. Your eligibility to NCD Protection may also vary depending on the car you drive. Please contact us for more information.
Q      Are my windscreens and windows covered against damage?
A      Windscreens and windows are covered against accidental damage under our Comprehensive policy. We shall pay you the replacement cost, subject to the sum insured specified on the Schedule. No Excess will be applied.    
Q      What is an excess?
A      An excess is the amount that you must contribute towards the cost of a claim. The type of excess and the amount payable will be shown on the Schedule. If you make a claim, you pay us any excess that applies.

 

 

Employees’ Compensation Claims

Q      If the work-related accident occurs in Hong Kong, can the injured employee receive medical treatment in Mainland China or other countries outside Hong Kong?
A      According to the Employees’ Compensation Ordinance, the employer is not liable for any medical expenses incurred outside Hong Kong if the accident occurs in Hong Kong, unless there is an agreement in writing made between the employer and employee.

Q      Should the employer fully pay the injured employee for the medical expenses?
A      The maximum amounts of medical expenses payable by the employer are as follows:

  •    Daily maximum for medical treatment as an in-patient in a hospital : HKD200
  •    Daily maximum for medical treatment other than as an in-patient in a hospital : HKD200
  •    Daily maximum for medical treatment both as an in-patient in a hospital and other than as an in-patient in a hospital : HKD280 
Q      If the employer considers that he is liable for the work-related accident, he should undoubtedly report the case to the Commissioner for Labour.  What if the employer considers that he is not liable for the work-related accident, is he still required to notify the Commissioner for Labour of the case?
A      According to Section 15 of the Employees’ Compensation Ordinance, the employer is required to report the work-related accident to the Commissioner for Labour, regardless of whether the accident may give rise to any liability to pay compensation. If the employer is suspicious of the accident, he should submit a full account of the information available together with the duly completed Form 2 to the Labour Department to seek their advice and assistance.
Q      Must all work injury cases go through the procedure of medical clearance?
A      For work injury with a period of temporary incapacity not exceeding 7 days and with no permanent incapacity involved, the case should be settled by “direct payment” or “determination of compensation by agreement according to the Ordinance”. Medical clearance is not required.
           For other cases, the employee should approach the Occupational Medicine Unit of the Labour Department 1 month after the accident for medical clearance.