FAQ, Customer Service FAQs- ACE Insurance Limited Hong Kong

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FAQ

FAQ - Frequently Asked Questions at Ace Insurance Hong Kong

Claims

1.
What kind of documents do you need to submit with the Claim?

You are required to submit a fully completed Claims application form, along with supporting documents, within 30 days of any claimable event. The supporting documents required vary according to the type of claim you are making.

Sickness or Accident Hospital Income/Cash Benefit Claim Form
Travel Insurance Claim Form

Alternatively, you can call our Customer Service Hotline at (852) 3191 6222 during office hours (Monday to Friday 9:00am to 5:30pm, except public holiday).

2.
Where do I submit my claim?

Please submit your claim form with all relevant supporting documents to our Claims Department by mail or in person within 30 days of any claimable event. It can also be submitted by fax if an original is not required.

ACE Insurance Limited
Claims Department
25th Floor, Shui On Centre
6-8 Harbour Road
Wanchai
Hong Kong

Fax: (852) 2519 3233

3.
How do I find out if ACE received my notice of claim or the status of my claim?

Our Claims Department will send you a written notification within five (5) working days upon receipt of your completed claim form and relevant supporting documents. Alternatively, you are welcome to call our Customer Service Hotline on (852) 3191 6222 (Monday to Friday 9:00am to 5:30pm, except public holiday).

4.
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 we need additional time to obtain the requisite documentation. In some situations, if you are unable to provide the required documents, we may be unable to complete the processing of your claim.

General Information

1.
How do you classify an incident as an Accident?

An accident is an unexpected, unforeseeable and external event, such as a fall or a car crash, which causes physical injury like a broken limb or torn muscle. A disease or an illness is not classified as an accident.

2.
How do I buy a policy?

ACE provides insurance cover to millions of people worldwide. All around the globe our customers rely on us to meet their personal protection needs when they are working, traveling, driving their car or just busy living. We live in a changing environment, so ACE designs products and services to meet market needs that are changing just as quickly, whilst maintaining the core values of insurance to financially protect and support our customers when they need it most. Find out more:

Group Personal Accident Insurance
Business Travel Insurance
Individual Personal Accident
Individual Hospital Cash
Individual Travel Insurance

Alternatively you can call our Customer Service Hotline at (852) 3191 6222 (Monday to Friday 9:00am to 5:30pm, except public holiday)

3.
What should I do in the event of loss, damage or injury?

Take whatever steps are necessary to prevent further loss, damage or injury. Report to the police if your policy stipulates that you should. The police will provide you with a report with a reference number, which you may need when making a claim. Submit your claim as soon as possible (within 30 days of any claimable event).

4.
What should I do if I lose my policy?

You are protected even if you have lost your policy. Please contact our Customer Service Hotline on (852) 3191 6222 (Monday to Friday 9:00am to 5:30pm, except public holiday) for the prompt replacement of your policy.

5. How do I get assistance in the event of emergency during my journey?

Subject to the coverage of the policy, if it is covered by Emergency Assistance, we will appoint a Worldwide Rescue Agent to assist you if an emergency should occur. It is therefore very important that you obtain the contact phone number or address of the Emergency Assistance Agent in your destination country from your broker or agent before your departure and bring it along with you.