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Claims Hotline

Simply call the appropriate telephone claims hotline listed below and our customer services representatives or claims staff will help you deal with your claim. Please note that the policy holder is still required to provide a completed claims for consideration of his/her claims.

In order to help us to deal with your claim as quickly as possible, please have all information regarding the circumstances and details of your claim in hand.

  • General Insurance
  • General Insurance Claims Assistance (852) 2828 3133
  • Office Hours: 9:00am to 5:30pm (Mon – Fri)
  • Life Insurance
  • Life Insurance After-Sales Customer Service (852) 2596 6262
  • Office Hours: 8:45 am to 5:30 pm (Mon – Fri) 9:00 am to 1:00 pm (Sat)
Claims Submission
General Insurance

Select one of the available claim forms below except Travelsure Protection Plan, complete and submit the form to QBE General Insurance (Hong Kong) Limited (‘QBE GIHK’) by mail, email or fax.


For Travelsure Claims, please visit QBE GIHK Travelsure Claim Portal for claims submission at . 


QBE GIHK will send the acknowledgement to you within 3 working days upon receiving your claim form and will follow up with you shortly.

  • QBE General Insurance (Hong Kong) Limited
  • Suite 1606-11, 16/F, Devon House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong
  • Claim
  • Claim Fax: (852) 2537 1384

*If the claim is related to “Personal Liability Coverage” under your insured plan (if applicable), please simply complete “Third Party Liability Accident Report”.

For the claims relating to Business General Insurance, please visit Business Banking Forms to download the corresponding claim form(s).

Life Insurance
How to make a claim

If you need to make a claim, “Hang Seng Insurance” Claims Service Team is here to help you!

•  Claimant
  °  Request a claim form from any Hang Seng Bank branch / through the Claims Service Hotline 2288 6992
  °  Complete the claim form and return it to us within the specified period
  °  Submit request proof
•  “Hang Seng Insurance” Claims Service Team
  °  Process claim (additional information may be required from the claimant at this stage)
  °  Settle claim payment (by cheque)


Information required for different types of claims
Claim When you need to notify us Basic information required (Additional information may be required depending on the nature of the claim)
Death As soon as possible •  The original policy document
•  Claimant's statement providing details of the cause of death and authorizing the insurance company to collect proof from third parties, such as the hospital
•  Original death certificate
•  Attending physician's report
•  A copy of I.D. Card of the deceased and the beneficiary, administrator or executor
•  A copy of relationship proof between the deceased and the beneficiary
•  A copy of beneficiary, administrator or executor present residential address and permanent address proof (if different from present residential address) within the latest 3 months
•  Letters of Administration or Grant of Probate is required if there is no beneficiary specified in the policy
•  For corporate beneficiary, a copy of Certificate of Incorporation, business registration certificate, Memorandum and Articles of Association
Major Illness Within 90 days from diagnosis •  Completed major illness claim form
•  Attending physician's report
•  Copy of Policyholder & Life Insured’s Identity card
•  Pathological report
Disability Benefit Within 90 days from the commencement of disability •   Completed disability claim form
•   Attending physician's report (completed after a continuous disabled of 183 days)
•   Copy of Policyholder & Life Insured’s Identity card
•   Sick leave certificate
Accidental Benefit Within 90 days from the date of Accident occurred •   Completed accidental benefit claim form
•   Attending physician's report
•   Copy of Policyholder & Life Insured’s Identity card
•   Original medical receipts for accidental medical expenses

Please remember that it is important to lodge your claim within the specified time frame. If you do not do so, we may not be able to consider your claim.

Claims Guide for Medical Benefit

Claims Guide for Medical Benefit

Period Claimant Hang Seng Insurance Company Limited Points to note
Before admission/ During hospitalisation Contact our "Hang Seng Insurance" Claims Service Hotline on 2288 6992 during office hours.
Office Hours:
Monday to Friday - 8:45 am to 5:30 pm
Saturday - 9:00 am to 1:00 pm
Answer your enquiries on the issue of claims based on the initial information provided:
1.    Explain the claims procedure and the documents required;
2.    Advise on the classification of the operation performed^;
3.    Explain how the number of days of Daily Hospital Cash Benefit /Hospital Cash Benefit is calculated^.
^ Payment of benefits will be based on, among others, the final report from the attending physician and the Policy Provisions.
After discharge from hospital Return the following documents to any branch of Hang Seng Bank or directly to Hang Seng Insurance Company Limited (Address: 18/F, Tower 1, HSBC Centre, 1 Sham Mong Road, Kowloon, Hong Kong) within 60 days after the date of discharge from hospital:

1.    The completed Hospitalization,Surgery & Bonesetting Claim Form;
2.    Attending physician’s report
3.    Original receipt(s)/certified copy(ies) and discharge summary (if any) from the hospital; and
4.    Pathological report (if any).

  For any assistance on completing the claim form, you can contact our Claims Service Hotline on 2288 6992.
For completing the Claim Form


Part I

•   To be completed by the life insured
•   Provide details of the life insured including personal information and cause of claim
•   Authorise other individual or organisation such as the attending physician or the relevant hospital to disclose to Hang Seng Insurance Company Limited or its representative any information relevant to this claim.


Part II

•   To be fully completed by the attending physician
•   Provide information about the life insured's impairment and treatment during hospitalisation
•   Any charge arising from the completion of the medical report will be borne by the claimant.
Within 5 working days* after Hang Seng Insurance Company Limited receives the claim form   If necessary, we will write to you to request for additional information for claims assessment. For any enquiry on the progress of claims assessment, you can call our Claims Service Hotline on 2288 6992.
Within 12 working days* after Hang Seng Insurance Company Limited receives all the documents   We will advise you of the processing outcome and where applicable the insurance proceeds will be paid to the policyholder by cheque. If you need our claims assessor to explain the decision, you can call our Claims Service Hotline on 2288 6992.

*Working days do not including weekends and public holidays.


Frequently Asked Questions

The following helps answer some of your most frequently asked questions. The information is for general reference only. Your Policy Provisions and Policy Schedule give the exact terms and conditions. If you have any inquiries, please contact our After-sales Customer Service Hotline on 2596 6262

  1. 1.   Will my insurance cover terminate immediately if I miss a premium payment?
  2. No. We provide a 30-day grace period from the due date of the first unpaid premium during which your cover will remain in place. However, you need to pay back any overdue premium within the grace period. No interest will be charged on premium overdue for the grace period.

  3. 2.    I forgot to pay my premium and my policy has lapsed. I still need protection. What should I do?
  4. You may apply for reinstating your policy by sending us a written request within 1year from the due date of the first unpaid premium provided the policy has not been surrendered and the cash value of the policy has not been withdrawn. Proof of insurability will be required. You will also be required to pay the overdue premium with interest.Please note that some policy conditions, such as the suicide clause for death cover and the waiting period for major illness benefit, will commence again from the date the policy is reinstated.

    Remarks: Policy reinstatement only applicable to specified insurance plan.

  5. 3.    If my policy is misplaced or destroyed, will my cover cease?
  6. No. You can apply for a duplicate policy by visiting any Hang Seng Bank branch,contacting your Personal Financial Planning Manager or calling our After-sales Customer Service Hotline. A handling charge will apply.

  7. 4.    I pay premium by autopay. What should I do if I want to change the bank account from which I make payments?
  8. Simply complete and return a Direct Debit Authorisation Form for the new account and cancel the existing direct debit setup. Forms are available at any Hang Seng Bank branch or by calling the After-sales Customer Service Hotline. If you wish to pay from an account other than the one maintained with Hang Seng Bank, please arrange to pay 2 months' premium in advance to allow sufficient time for setting up of the new autopay account.


Life insurance claim forms are available at any of our branches or on website . Please fill out and mail the form together with required documents to:

  • Life Claims Department, Hang Seng Insurance Company Limited
  • 18/F Tower 1, HSBC Centre, 1 Sham Mong Road, Kowloon, Hong Kong