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Making a claim and getting assistance

See how you can file a claim for your policy or which hotlines to call for the support you need


Making a claim

Ways to file your claim

You can submit a claim for your policy through a number of channels.

24/7 General Insurance hotlines

If you need emergency assistance, you can refer to this table which lists the 24/7 hotlines available for different General Insurance plans.

General Insurance plans Assistance services
  • AccidentSurance
  • Card Repayment Protection Plan
  • FirstCare
  • HospitalSurance
  • Refundable HospitalSurance
  • IncomeSurance
  • LivingSurance
  • Outpatient Care
  • TravelSurance
  • Worldwide Elite Medical Plan

Please call the Emergency Assistance Hotline on (852) 2528 9333 for assistance with:

  • travel information
  • legal advisory service
  • baggage assistance
  • medical advisory service
  • emergency ticketing
  • general assistance
  • emergency medical evacuation service (applies to Basic, Essential and Privilege plans for FirstCare and TravelSurance only)

ResidenceSurance/HomeSurance

Please call the Emergency Assistance Hotline on (852) 2528 9333 for assistance with:

  • general claims information
  • referral services including air-conditioner engineer, plumber, electrician, locksmith, general repairs and home nursing

 


Services are available in Hong Kong SAR only.

Motor Insurance

Please call the Emergency Assistance Hotline on (852) 2528 9333 for assistance with:

  • general claims information
  • traffic regulation enquiries
  • referral services including emergency breakdowns and towing substitute vehicle arrangements

 


Services are available in Hong Kong SAR only.

All personal insurance plans

Please call the General Insurance Service Hotline on (852) 2867 8678 for assistance with general claims and enquiries.

If you need emergency assistance, you can refer to this table which lists the 24/7 hotlines available for different General Insurance plans.

General Insurance plans
  • AccidentSurance
  • Card Repayment Protection Plan
  • FirstCare
  • HospitalSurance
  • Refundable HospitalSurance
  • IncomeSurance
  • LivingSurance
  • Outpatient Care
  • TravelSurance
  • Worldwide Elite Medical Plan
Assistance services

Please call the Emergency Assistance Hotline on (852) 2528 9333 for assistance with:

  • travel information
  • legal advisory service
  • baggage assistance
  • medical advisory service
  • emergency ticketing
  • general assistance
  • emergency medical evacuation service (applies to Basic, Essential and Privilege plans for FirstCare and TravelSurance only)
General Insurance plans

ResidenceSurance/HomeSurance

Assistance services

Please call the Emergency Assistance Hotline on (852) 2528 9333 for assistance with:

  • general claims information
  • referral services including air-conditioner engineer, plumber, electrician, locksmith, general repairs and home nursing

 


Services are available in Hong Kong SAR only.

General Insurance plans

Motor Insurance

Assistance services

Please call the Emergency Assistance Hotline on (852) 2528 9333 for assistance with:

  • general claims information
  • traffic regulation enquiries
  • referral services including emergency breakdowns and towing substitute vehicle arrangements

 


Services are available in Hong Kong SAR only.

General Insurance plans

All personal insurance plans

Assistance services
Please call the General Insurance Service Hotline on (852) 2867 8678 for assistance with general claims and enquiries.

Life insurance policies are underwritten by HSBC Life (International) Limited ("HSBC Life") which is authorised and regulated by the Insurance Authority ("IA") to carry on long-term insurance business in the Hong Kong SAR. HSBC Life is incorporated in Bermuda with limited liability, and is one of the HSBC Group's insurance underwriting subsidiaries. Policyholders are subject to the credit risk of HSBC Life and early surrender loss.

General insurance products are underwritten by AXA General Insurance Hong Kong Limited ("AXA"), which is authorised and regulated by the Insurance Authority of the Hong Kong SAR.

The Hongkong and Shanghai Banking Corporation Limited ('HSBC') is registered in accordance with the Insurance Ordinance (Cap. 41 of the Laws of Hong Kong) as an agency of HSBC Life for the distribution of life insurance products and AXA for distribution of general insurance products in the Hong Kong Special Administrative Region. These products are products of HSBC Life and AXA but not HSBC and they are intended only for sale in the Hong Kong SAR.

In respect of an eligible dispute (as defined in the Terms of Reference for the Financial Dispute Resolution Centre in relation to the Financial Dispute Resolution Scheme) arising between HSBC and you out of the selling process or processing of the related transaction, HSBC is required to enter into a Financial Dispute Resolution Scheme process with you; however, any dispute over the contractual terms of the above insurance product should be resolved between HSBC Life or AXA and you directly.