Claims

General Insurance Claims Procedures

  1. If the extent of damage is extensive, call us or your insurance agent/broker immediately. We may need to instruct a loss adjuster to investigate the incident right away.
  2. Do not discuss with the property owner or his representative who should be responsible for the damage.
  3. Report to the Police if any criminal action is involved or when requested by the property owner or his representative.
  4. Report to the relevant authority or parties, if necessary, e.g. the Fire Services Department in case of a fire.
  5. Take pictures of the accident scene and the damaged services (full view and close up).
  6. Note down the name(s) and address(es) of any witness(es).
  7. Note down the name and address of the property owner or his representative.
  8. If the property owner or his representative wishes to claim for compensation, suggest him to write to us or your insurance agent/broker with details of his claim.
  9. Complete and return the attached claim form to us or send it through your insurance agent/broker along with the relevant color pictures, documents and plan.
  10. All correspondences from the property owner or his representative, including Notices of any intended prosecution or court proceedings, should be forwarded to us (or through your insurance agent/broker) immediately unanswered.
  1. If any of your employees is injured at work resulting in fatal or serious injuries, call us or our insurance
    agent/broker immediately. We may need to send an adjuster to investigate the accident right away. Where possible, take photographs of the accident scene immediately after the accident and submit them to us.
  2. Whether the injury is serious or not, obtain either the Form 2 or Form 2B from any Labour Department Offices.
    Complete either of the Forms in duplicate and send the original to the Labour Department with a copy to us. You may also send the copy to us through your insurance agent/broker. There is no need to fill out any claim form.
  3. For claims with sick leave less than 7 days and not involving permanent disability, you may settle the
    compensation with the employee in accordance to the formula set by the Labour Department. Upon settlement, arrange the employee to sign against the agreed settlement as stated on the Form 2 or Form 2B. For our claim settlement process, submit to us the followings:
    • a copy of the Form 2 or Form 2B which bears the original signature of the employee confirming his
      acceptance of the settlement amount.
    • all original sick leave certificates
    • all original medical receipts
  4. For claims with sick leave exceeding 7 days and not involving permanent disability, submit the followings to us:
    • Form 5 – Certificate of Compensation assessment, if any
    • all original sick leave certificates
    • all original medical receipts
  5. For claims involving permanent disability, submit the original of the following documents to us immediately when they are available:
    • Form 7 – Certificate of Assessment
    • Form 5 – Certificate of Compensation Assessment
    • all original sick leave certificates
    • all original medical expenses receipts
  1. When goods is received in a damaged or suspected damaged condition, or when goods or some of the goods are found missing:
    • mark exception on the Delivery Receipt, do not sign “Clean Receipt” to carrier, forwarder, bailee or
      other concerned parties.
    • maintain the goods in the state as delivered before survey if goods is damaged
    • inform the carrier, forwarder, bailee or other concerned parties immediately
    • contact Falcon Insurance or our Settling/Survey Agent named on the policy to arrange a survey jointly
      with carrier, forwarder, bailee or other concerned parties
    • file a claim in writing to the carrier, forwarder, bailee or other concerned parties after survey but
      within the time limit as stated in the Contract of Carriage with the said parties and copied to us.
  2. Submit to Falcon or our Settling Agent the following documents as soon as possible:
    • original Insurance Certificate/Policy
    • original Bill of Lading &/or Airway bill &/or consignment Notes or other contract of Carriage
    • original Shipping Invoice(s)
    • original Packing List/Loading Report/Shipping Specification/Weight Notes
    • original Survey Report
    • short-landing Certificate, Cargo Damage Report or other Exception Notes showing the conditions of goods
      received from carrier, forwarder, bailee or other concerned parties
    • formal Statement of Claim (including survey fees if survey has been arranged)
  3. For overseas export claims, there is no need to report to Falcon separately as our Settling Agent will maintain
    contract with us for the purpose of handling the claim on our behalf.
  1. If you are involved in a traffic incident, you should report to the police authorities immediately.
  2. Note down the essential information of the third party(ies) involved, such as

    • Vehicle registration number(s) of the vehicle(s) involved;
    • Name(s) and address(es) of the driver(s) involved;
    • Name of insurance company(ies) and their policy number(s) of the vehicle(s) involved;
    • Personal particulars of the injured person(s) involved;
    • Extent of injury of the injured person(s) involved;
    • Police reporting case number.
  3. To protect your own interest, lodge a compliant to the police within ten days if the incident was caused by the
    negligence of the third party(ies).
  4. Do not sign any agreement with the third party(ies) because it may absolve them of responsibility and you may
    sign away your rights for recovery.
  5. Even though you think the incident was possibly caused by your fault, no admission of liability or offer of
    settlement should be made.
  6. Complete and sign the attached Motor Claim Form and Consent Letter. Then, return it together with a copy of the
    following supporting documents to us:

    • Vehicle Registration Document (both sides);
    • Report chit or Notice of Intended Prosecution from police authorities;
    • Police statement and other relevant documents from other authorities;
    • Driver’s driving licence and other identity documents, e.g. ID Card or Passport; and
    • Screening breath test result from police authorities.
  7. All documents in relation to the incident must be unanswered and forwarded to our Company immediately.
  1. Report the crime to police authorities immediately
  2. Note down the essential information e.g. name of the car park operator, car park space number.
  3. Complete and sign the attached Motor Theft Claim Form and Consent Letter.
    Then return it together with a copy of the following documents to us:

    • Vehicle Registration Document (both sides);
    • Report chit from police authorities;
    • Police statement and other relevant documents from other authorities;
    • Purchasing contract of Insured vehicle;
    • Recent maintenance record of Insured vehicle; and
    • Hire Purchase Agreement of Insured vehicle (if any).
For us to handle your claims immediately, please complete this form and return it to us as soon as possible together with a copy of the following documents:

  1. Vehicle Registration Document (both sides)
  2. Driver’s driving licence and other identity documents, e.g. ID Card or Passport
  3. Colour pictures showing the damaged windscreen

Special Note:

This claim form is for reporting of windscreen damage only. If this incident results in bodily injury or third party property damage, you should complete a “Motor Claim Form”.

  1. If the Insured Person suffers from a serious or fatal injury, call us or your insurance agent/broker immediately. We may need to send and adjuster to investigate the accident right away.
  2. Whether the injury is serious or not, complete and return the attached claim form to us or through your insurance agent/broker.
  3. Whenever the followings are available, send them to us immediately:
    • Non-fatal case
    • all original sick leave certificates
    • copies of all medical reports
    • if the injury is work related, copies of Form 5 (Certificate of Compensation Assessment) and/or Form 7 (Certificate of Assessments) issued by the Labour Department.
    • Fatal case
    • copy of the deceased’s ID card or passport
    • copy of the beneficiary’s ID card or passport
    • copy of post mortem report
    • copy of police report, if any.
    • copy of Death Certificate issued by the relevant Authority
    • copy of statement(s) from any concerned party(ies), if any.
  1. If the estimated costs of repair/replacement of the damaged properties are likely to exceed HK$50,000.00, call us or your insurance agent/broker immediately. We may need to send an adjuster to investigate the loss or to salvage any undamaged property right away.
    1. If an adjuster is appointed, he will visit the accident scene as soon as practicable. He will also advise you how to proceed with the claim.
    2. Whenever any repair or replacement quotation is available, contact the appointed adjuster for a confirmation before instructing the repairer to commence repair or placing order to the supplier for a new replacement
    3. Every action should be taken to protect any undamaged property to prevent it from being further affected.
    4. If an adjuster is not appointed, claims procedures will be the same as B below.
  2. If the estimated costs of repair/replacement of the damaged properties are unlikely to exceed HK$50,000.00, complete and return the attached claim form to us either directly or through your insurance agent/broker.
    1. Send us the following together with the completed claim form:
      • pictures of the accident scene and damaged properties
      • a copy of the police report and statement(s) from any concerned party(ies) if there has been a theft, burglary or the like copies of any confirmation of the loss from any relevant parties
    2. When the quotations, invoices or receipts are available for the damaged properties, send them to us for adjustment.
    3. Every action should be taken to protect any undamaged property to prevent it from being further affected.
  1. If you are involved in an accident where property(ies) not belonging to you is(are) damaged:
    1. If the extent of damage is extensive, call us or your insurance agent/broker immediately. We may need to instruct a loss adjuster to investigate the incident right away.
    2. Do not discuss with the property owner or his representative who should be responsible for the damage.
    3. Report to the Police if any criminal action is involved or when requested by the property owner or his representative.
    4. Report to the relevant authority or parties, if necessary, e.g. the Fire Services Department in case of a fire.
    5. Take pictures of the accident scene and the damaged property(ies).
    6. Note down the name(s) and address(es) of any witness(es).
    7. Note down the name and address of the property owner or his representative.
    8. If the property owner or his representative wishes to claim for compensation, suggest him to write to us or your insurance agent/broker with details of his claim.
    9. Complete and return the attached claim form to us or send it through your insurance agent/broker. Pictures taken under (5) above should be enclosed.
    10. All correspondences from the property owner or his representative, including Notices of any intended prosecution or court proceedings, should be forwarded to us (or through your insurance agent/broker) immediately unanswered.
  2. If you are involved in an accident where any person(s) other than yourself is(are) injured:
    1. If the extent of injury is significant, call us or your insurance agent/broker immediately. We may need to instruct a loss adjuster to investigate the incident right away.
    2. Do not discuss with the injured person or his representative who should be responsible for the injury.
    3. Report to the case to the Police if requested by the injured person or his representative.
    4. Note down the injured person’s name, address, apparent age and contact method.
    5. Note down the extent of injury.
    6. Note down the name(s) and address(es) of any witness(es).
    7. If possible accompany the injured person to consult his own medical doctor. If the injured person has no preference as to which medical practitioner to consult, send him to the nearest government hospital for treatment.
    8. If possible, note down the name and address of the medical practitioner and his advice in relation to the injury.
    9. Arrange to take pictures of the accident scene, with clear indication as to what caused the accident.
    10. If the injured person or his representative wishes to claim for compensation, suggest him to write to us or your insurance agent/broker with details of his claim.
    11. Complete and return the attached claim form to us or send it through your insurance agent/broker. Pictures taken under (9) above should be enclosed.
    12. All correspondences from the injured person or his representative, including Notices of any intended prosecution or court proceedings, should be forwarded to us (or through your insurance agent/broker) immediately unanswered.
To seek an indemnity of the policy, please provide us with the completed Claim Form and the relevant travel documents (such as passport/boarding pass) together with the following documents within 30 days from your date of return to Hong Kong. More information/documents may be required after receipt of your claim documents.

Personal Accident / Medical Expenses / Overseas Hospital Cash Benefits

  • All relevant medical receipts and medical report
  • All relevant police report and documents related to your claim

Baggage / Personal Effects / Money / Personal and Travel Documents

  • Itinerary of journey
  • All relevant police report/statement • Carrier’s property irregularity report
  • Purchase invoice/receipt of the damaged/lost property
  • Color photos showing the extent of damage to the damaged property
  • Repair/Replacement payment receipt/quotation
  • Exchange slip/bank transaction record

Trip Delay / Baggage Delay

  • Carrier’s written confirmation of the reason, date and time of such delay
  • Purchase receipts for essential items

Trip Cancellation / Trip Interruption / Trip Re-arrangement / Missed Connection / Failure of E-ticket

  • Itinerary of journey
  • Deposit receipts and booking invoices
  • Carrier’s written confirmation
  • E-ticket

Personal Liability

  • All correspondence relating to the third party claim
  • All relevant police report
  • All relevant color photographs showing the extent of third party property damage/the accident scene

Hijack Distress Allowance

  • The relevant documents

Rental Vehicle Excess Protection

  • Rental agreement
  • Insurance policy
  • Excess payment receipt
  • Driving Licence & International Driving Permit

Home Contents

  • Police report
  • Incident report of Property Manager
  • The related purchase invoices/receipts
  • Repair quotation
  • Color photograph showing the extent of damage of the involved property

Golfer “Hole-In-One”

  • The related Certificate issued by the licensed golf club
  • The relevant consumed expenses receipts
  1. Attach the Original receipt(s) issued by the doctor or certified true copy of receipt(s) issued by other insurers (if applicable). Each receipt MUST state the following information:

    • Full name of patient
    • Date of consultation / Date of treatment
    • Diagnosis
    • Breakdown of charges
    • Doctor’s signature and official stamp
    • Name of Clinic / Hospital
  2. For outpatient visits in public hospital / clinic, please attach the original receipts together with a copy of medical certificate / sick leave certificate with specified diagnosis or discharge summary. If no diagnosis is provided by the doctor, the Claimant (Patient) is required to supplement the exact diagnosis (e.g. Hypertension) on the abovementioned documents and confirm with a signatory.
  3. Complete and sign this Form.
  4. Provide copy of claim settlement advice from other insurers, if applicable.
  5. Please tick the appropriate box if certified true copy of receipt is required. Falcon Insurance Company (Hong Kong) Limited will retain the original receipt for record purpose.

Medical Insurance Claims Procedures

  1. Attach the original receipt(s) issued by the dentist or certified true copy of receipt(s) issued by other insurers (if applicable). Each receipt MUST state the following information:
    • Full name of patient
    • Date of treatment
    • Breakdown of charges
    • Dentist’s signature and official stamp
    • Dental service rendered
    • Name of Clinic / Hospital
  2. Complete and sign Dental Claim Form.
  3. Provide copy of claim settlement advice from other insurers, if applicable.
  4. Original itemized bills, receipts and relevant documents with completed. Dental Claim Form must be submitted within 90 days of incurring such expenses.
  5. Please tick the appropriate box if certified true copy of receipt is required. Falcon Insurance Company (Hong Kong) Limited will retain the original receipt for record purpose.
  1. Attach the Original receipt(s) issued by the doctor and / or hospital or certified true copy of receipt(s) issued by other insurers (if applicable). Each receipt MUST state the following information:
    • Full name of patient
    • Date of treatment
    • Diagnosis
    • Breakdown of charges
    • Doctor’s signature and official stamp
    • Name of surgery (if applicable)
    • Name of Hospital or Clinic
  2. Please attach copies of hospital discharge summary, laboratory test report(s), pathology report, physician’s statement and any other related information. All information required by us shall be furnished at the Claimant (Patient)’s own expense.
  3. Complete and sign Hospitalization & Surgical Claim Form
  4. Provide copy of claim settlement advice from other insurers, if applicable.
  5. Original itemized bills, receipts and relevant documents with completed Hospitalization & Surgical Claim Form must be submitted within 90 days from the date of discharge from hospital.
  6. Please tick the appropriate box if certified true copy of receipt is required. Falcon Insurance Company (Hong Kong) Limited will retain the original receipt for record purpose.
  1. Attach the Original receipt(s) issued by the doctor or certified true copy of receipt(s) issued by other insurers (if applicable). Each receipt MUST state the following information:
    • Full name of patient
    • Date of consultation / Date of treatment
    • Diagnosis
    • Breakdown of charges
    • Doctor’s signature and official stamp
    • Name of Clinic/Laboratory/Hospital
  2. For outpatient visits in public hospital/clinic, please attach the original receipts together with a copy of medical certificate / sick leave certificate with specified diagnosis or discharge summary. If no diagnosis is provided by the doctor, the Claimant (Patient) is required to supplement the exact diagnosis (e.g. Hypertension) on the abovementioned documents and confirm with a signatory.
  3. For Laboratory Test, Specialist Consultation, Physiotherapy / Chiropractor and Prescribed Medicines claims, the Attending Physician’s recommendation must be attached unless it is waived.
  4. For Chinese Herbalist claims, the following documents must be submitted:
    • original receipt
    • prescription
  5. Complete and sign Out-patient Claim Form.
  6. Provide copy of claim settlement advice from other insurers, if applicable.
  7. Original itemized bills, receipts and relevant documents with completed Out-patient Claim Form must be submitted within 90 days of incurring such expenses.
  8. Please tick the appropriate box if certified true copy of receipt is required. Falcon Insurance Company (Hong Kong) Limited will retain the original receipt for record purpose.

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