We recommend that you contact your agent, broker or us immediately with all available information about the loss.
Section 1 – Kidnap & Ransom Insurance (For China Trade Package only)- When an insured incident occurred, you can call Chartis International Services Center 24-hour hotline for crisis management consultant services (optional but recommended). They will appoint an individual professional crisis management consultant to provide professional guidance and advice to you as early as possible
- When an accident occurred, you should immediately inform us verbally and in writing according to the terms and contact method in the policy
- If it appears to be in the best interests of the insured, you may inform the incident to the relevant regulatory authorities
A. Overseas emergency assistance:
China Assist Card
- When you need the following assistance during a covered journey, please call the 24-hour Travel Guard Assistance hotline on +852 3516 8699 by collect call
- Hospital guarantee admission deposit service: you should present the China Assist Card for guarantee admission to the networked hospital
- China lawyers and legal practitioners referral: you should contact our Alarm Centre for China lawyers and legal practitioners referral service
- Emergency cash remittance: you should contact our Alarm Centre for emergency cash remittance service
As a result of an injury sustained or sickness commencing while you are traveling during a covered journey, you and/or your representative should:
- Receive immediate medical treatments in the local country
- Contact our Alarm Centre and provide the following information:
- The policy number
- Name of the insured
- The location of the insured
- Description of the condition and symptoms of the insured
- Name, address and telephone number of the clinic or hospital and the attending physician's name - Provide past medical information, diagnosis, name of the usual hospital/clinics/doctor attended by the insured to our Alarm Centre
In the event of death caused by serious injury or sickness during a covered trip, the insured's representative should:
- Immediately contact our Alarm Centre and provide the following information:
- The policy number
- Name of the insured
- The location of the insured
- Name, address and telephone number of the clinic or hospital the insured had been treated at before death
B. Any claims under the following coverage should have written notification given to our claims department within thirty (30) days after the occurrence of loss:
Medical Expenses
You should provide:
- A completed Claim Form
- Original medical receipt(s) covering itemized charges, date of consultation, medical services rendered, and medicines/drugs prescribed
- Full medical report covering diagnosis/nature of injury and existence of symptoms, etc
Permanent disablement
If the insured is permanently disabled by accident during the insured journey, you should provide the following documents:
- A completed Claim Form
- Full medical report showing the extent of permanent disablement suffered as a result of the injury
- Police report, if applicable
Inform us immediately when the disability is certified to be permanent and of no further improvement or no further medical treatments will be required
Accidental death
If the insured dies from accident during the insured journey, you should provide the following documents:
- A completed Claim Form
- Police report, if applicable
- Death certificate
- Autopsy or post-mortem or coroner's report
- Grant of probate/letters of administration
To make a claim, you should submit the following information and/or documents:
- A completed Claim Form with a full description of the incident
- Photographs showing the extent of the damage; and the point of entry into and exit from the premises (for burglary claims only). Digital photographs are acceptable
- Original police report and/or police statement, police file number, the address of police station, a completed data request form and signed consent form
- Original supporting documents showing the value of the lost/damaged item(s)/cash claimed
- Original repair quotation(s) and/or receipt(s), if the damaged property can be repaired
- Original purchase receipt(s) and replacement quotation(s) and/or receipt(s), if the damaged property needs to be replaced
- For burglary, robbery, deliberate or malicious damage incident, the insured should report the incident to police as soon as possible and request for a copy of the police report and police statement, if available
- Please keep all damaged property available for our inspection upon our request. Do not dispose of any damaged property without our prior written consent
- Upon receipt of all supporting documents, we shall process the claim as soon as possible
Please provide the following information and/or documents as soon as possible after the occurrence whether a claim has been made against you or not:
- A completed Claim Form with a full description of the incident
- The incident report from you and/or the building manager, witnesses' statements and details of any remedial action taken, if available
- A copy of the police report, if available
- The third party's name, HKID card number, telephone number, and address, if available
- Photographs showing the location of the accident and the extent of injury and/or damage sustained by any third party. Digital photographs are acceptable
- Any third party’s letter, claim, writ, summons and/or process shall be notified or forwarded to us immediately unanswered
Note: You should not admit liability, assume any obligation, or make and offer or payment without our prior written consent
Section 5 – Employees' Compensation Insurance
When an injured employee gives notice to you of a work-related accident:
- You should complete and submit two original copies of Form 2/ Form 2A/ Form 2B to the Labour Department within fourteen (14) days of the accident along with copies of sick leave certificate(s). If the accident has resulted in fatality, Form 2 should be submitted within seven (7) days of the accident.
Note:
Form 2B - For incapacity for a period not exceeding 3 days
Form 2 - For incapacity for a period exceeding 3 days
Form 2A - For occupational disease - You should complete and submit one original copy of Form 2/Form 2A/Form 2B to our claims department together with the following:
- Original sick leave certificate(s)
- Original medical expense receipt(s), if any
- Original Certificate of Assessment (Form 7), if applicable
- Original Certificate of Compensation Assessment (Form 5), if applicable
- Copy of Objection Form for Assessment, if applicable
- Original Certificate of Review of Assessment (Form 9), if applicable
- Original Certificate of Review of Compensation Assessment (Form 6), if applicable
- Original Certificate of Compensation Assessment for Fatal Case (Form 21), if applicable
- Original Certificate of Funeral and Medical Attendance Expenses (Form 25), if applicable
- Every letter, claim, writ, summons and/or process shall be notified or forwarded to us immediately with unanswered