1. About Travel Insurance Service
via Mobile
Channel
| 1.1 |
What is the scope of the insurance service
provided by Hang Seng Personal e-Banking
via mobile handsets?
Customers can logon to Hang Seng Personal e-Banking via mobile handsets to enrol
in the Single Trip Cover of the Travelsure Protection Plan by using supported
mobile handsets. |
| 1.2 |
What insurance services are available
now?
Insurance services available now include:
| 1. |
Instant Quote and Application
for Single Trip Cover of Travelsure
Protection Plan |
| 2. |
Concurrent application for Single
Trip Cover of Travelsure Protection
Plan with your spouse and/or your
dependant and unmarried children
aged under 18 |
Insurance services not available at
this moment include:
| 1. |
Instant Quote and Application
for Annual China Cover and Annual
Global Cover of Travelsure Protection
Plan |
| 2. |
Concurrent application for Travelsure
Protection Plan (including Single
Trip Cover, Annual China Cover, and
Annual Global Cover) with friends
or relatives or parents. |
If you would like to enrol in the insurance
services which are not currently available
via this platform, please enrol via the
one of the following channels:
| - |
hangseng.com |
| - |
Hang Seng Personal e-Banking |
| - |
24-hour Enrolment Hotline 2998-9888 |
| - |
Card Centre 24-hour
Enrolment Hotline 2998-6868 |
| - |
Visit our branches |
|
| 1.3 |
Are there any charges for using this
service?
Hang Seng Bank will not make any charges in addition to the premium for insurance
enrolment through Hang Seng Personal e-Banking via mobile handsets. However, please
check with your telecommunication service provider whether any related fee will
be charged for data transmission and internet access via your mobile handset. |
| 1.4 |
Who can use this service?
Customers who have registered for Hang Seng Personal e-Banking can use this service
(with a supported
handset). Further registration is not required. |
2. Access
| 2.1 |
Can I access Hang Seng Personal e-Banking
for insurance enrolment with any mobile
handset?
We recommend that you use a handset model according to the supported handset requirements.
|
| 2.2 |
How can I logon to Hang Seng Personal
e-Banking via mobile handsets?
You need:
1. Any of the supported handsets; and
2. Your Hang Seng Personal e-Banking credential: User Name, Date of Birth and
Password |
| 2.3 |
Can I use this service at any time?
Yes, you can use this service at any time in Hong Kong, except during Hang Seng
Personal e-Banking’s regular
system maintenance period. |
3. General Instructions for the service
| 3.1 |
What will happen if there is an incoming
call when I am processing my enrolment?
There may be an interruption to your application. Please check whether you have
received a confirmation SMS to your mobile handset or a Policy Schedule in the “Inbox
Message” in your Hang Seng Personal e-Banking to confirm if your application
has been completed successfully. If the application has not been completed, please
enrol again. For any enquiries, please contact Hang Seng General Insurance customer
service representatives on 2198-7878 during office hours. |
| 3.2 |
How can I confirm that my application
for the Travelsure Protection Plan submitted
through Hang Seng Personal e-Banking via my
mobile handset has been accepted?
Once you have successfully applied for Travelsure Protection Plan through Hang
Seng Personal e-Banking via a mobile handset , an “Application Accepted” message
will be displayed along with your application date/time, reference number and
policy number on the Acknowledgement page, which is the last step of your enrolment.
You may record this important information. In addition, we will send a confirmation
SMS to the valid mobile phone number provided by you in the application, and
the policy information of your successful enrolment to the “Inbox Message” in
your Hang Seng Personal e-Banking. |
| 3.3 |
What should I do if I have not received
the confirmation SMS after completed the application?
This situation may be caused by a network problem of your telecommunication service
provider. You may check the “Inbox Message” in your Hang
Seng Personal
e-Banking to make sure the application has been completed successfully. Alternatively,
you may contact us via the following methods:
| 1. |
Go to “Customer Enquiries” under “Customer
Services” in
Hang Seng Personal e-Banking to send us an e-mail. |
| 2. |
E-mail Us. |
| 3. |
Call the Hang Seng General Insurance Hotline on 2198-7878 during office
hours. |
| 4. |
Visit our branches. |
|
| 3.4 |
Unlike with online applications via
a computer, I cannot save or print the
Policy
Schedule via my mobile handset . What should
I do if I need a copy for my record or for
lodging a claim in the future?
You can print the relevant policy information saved in the “Inbox Message” in
your Hang Seng Personal e-Banking within 21 days from the successful application
date (i.e. before the Hang Seng Personal e-Banking inbox message is automatically
purged) and submit such document during the claim procedure. Alternatively, you
may contact Hang Seng General Insurance customer service representatives on 2198-7878
during office hours to obtain the relevant policy information. |
| 3.5 |
When I enrol in Travelsure Protection
Plan with my spouse and children through Hang
Seng Personal e-Banking via mobile handsets,
why is their personal information not required?
How will the claim be handled?
To shorten the enrolment time when using mobile handsets and increase customer
convenience, customers are not required to enter personal information relating
to their insured spouse and children when enrolling in the Travelsure Protection
Plan with souse and children, provided that a correct insured person category
and number of insured children are selected. To lodge a claim, policyholder is
only required to provide proof of his/her relationship with the insured spouse
and children. |
| 3.6 |
When I enrol in Travelsure Protection
Plan with my spouse and children through Hang
Seng Personal e-Banking via a mobile handset ,
it is not necessary to input any personal information
of insured person(s). However, if we need to
apply for a travel visa, what should I do as
I will be asked to provide a travel insurance
policy which has to contain the information
of all insured person(s)?
After your successful enrolment in Travelsure Protection Plan, you may notify
Hang Seng General Insurance in writing, and provide the personal information
of your insured spouse and children and a copy of your HKID/Passport. Hang Seng
General Insurance will issue a Policy Schedule which contains the personal information
of your insured spouse and children. You may also call the Hang Seng General
Insurance hotline on 2198-7878 during office hours for details. |
| 3.7 |
Why is the beneficiary information not
required when enrolling in the Travelsure Protection
Plan through Hang Seng Personal e-Banking via
mobile handsets? Can I designate a beneficiary?
To simplify the enrolment procedures, when a Proposer enrols in the Travelsure
Protection Plan through Hang Seng Personal e-Banking via mobile handsets or online,
the Proposer is not required to provide beneficiary details and the death benefit
under this policy will be paid to the estate of the Insured Person. If the Insured
Person wishes to designate the beneficiary, a written notice shall be given to
Hang Seng General Insurance. For more information, please contact Hang Seng General
Insurance customer service representatives on 2198-7878 during office hours. |
4. Further enquiries
| 4.1 |
Where can I get the FAQ about Travelsure
Protection Plan application?
You can visit the FAQ related to Travelsure Protection Plan. |
| 4.2 |
If I have enquiries on the operation
of this service, what should I do?
If you have any enquiries on the operation of this service, you may visit any
of our branches or
call our 24-hour technical support hotline 2822-0202. If you have any enquiries
on the operation of your mobile handsets or Internet connection,
please contact your handset suppliers or telecommunication service providers. |
|