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Insurance is a Promise. The AIG Claims Network Delivers that Promise!

About Claims Service

Our Vision

To be recognised by our customers as providing the premier claims service in the industry.

Global Network, Local Presence
The AIG claims team is deployed across 345 offices globally and consists of almost 9000 claims professionals with over 500 in Southeast Asia. They apply local knowledge, legislation and practice to manage millions of claims each year with speed and accuracy, leveraging the experience and scale of an unrivalled global network.

With AIG, you can be confident that you will receive a high standard of claims service, anytime, anywhere.

Benefits Without Boundaries
Whether we quickly reach an auto accident or whether we deploy our catastrophe response team to an earthquake, typhoon or tsunami - you can rest assured that we will be there to assist you.

AIG empowers its local and regional claims teams. As a result, our teams manage your claim effectively from day one, drawing on their first-hand knowledge of the risks, business practices and regulatory issues unique to Macau.

Technical Superiority
Our claims teams' technical expertise provides another distinct advantage for you - one that is recognised industry-wide. Euromoney’s insurance poll in 2009 ranked AIG number one for Claims Resolution. In Southeast Asia, Thailand was nominated Best for Claims Resolution in 2008 and 2009.

We have extensive experience handling all types of claims: from automobile, homeowners and travel to complex industrial and multi-jurisdictional litigation claims.

Customer-Focused Service
Our claims team will manage your claim in a consistent and fair manner that is pro-active and transparent.

For our large and multinational customers, we offer a tailor-made claims service that meets customers’ requirements - Claims Account Relationship Management.

Claims Account Relationship Management
Our claims account relationship managers work with our claims teams across all regions to ensure consistency and clarity of service. We work with brokers and customers to agree a clear benchmark for expectations, as well as establishing channels of communication. We build the working relationship between customers, brokers and claims teams that will deliver our claims service.

For further information, please contact:
Wendy Foley
Regional Claims Account Relationship Manager
CARMSEA@aig.com


IMPORTANT NOTICE:
The information provided under this section provides a brief summary of the claims procedures and requirements for your information only and is not exhaustive.
Claims procedures under the claims procedure section are only general guidelines for submitting a claims notification and do not represent our admission of policy liability. This document does not in any way derogate from or affect the obligations of the parties to the governing policy of insurance that continues to have full force and effect subject to its terms. To the extent that there is any conflict or inconsistency between this document and the policy of insurance the terms of the policy prevail and are not to be read as subject to this document. For details of the claims procedures and/or requirements, please refer to the actual policy terms and conditions of your relevant policy.
The examples provided under FAQs section are illustrative only and shall not be construed as an approval of claims/admission of any coverage payable under the relevant policy. For details of coverage, please refer to the terms and conditions of the relevant policy.

Business Claims Procedure

Categories for Business Claims Procedure

In the event of loss, written notice of claim should be given to us within thirty (30) days after the occurrence , together with all relevant documents.

Requirments & Notes:

A. Documents / information required for claims submission

  • Fill in the related claim form
  • In order to help us to deal with your claims, you should provide all the supporting documents to substantiate your claim. Complete documentation will prevent the delay in your claim assessment as additional time may be required to obtain the requisite information (Please click here for the guidelines on documents required under different coverage)
  • Upon receipt of sufficient documents, we will assess your claim accordingly. The result of your claim submission will be sent to you as soon as possible.

B. Overseas Emergency Needs

  • If you are traveling overseas and require emergency assistance because of a sickness or an injury, you can contact AIG's 24-hour Travel Guard Assistance Hotline at +852 3516 8699 by collect call anytime anywhere in the world.
  • Please provide the following information when calling:
    • Your policy number
    • Your company name
    • Your name
    • Your current location
    • Describe your condition or symptoms and the nature of the assistance that you require 
      (If you are unable to call, please ask a family member, colleague or third party to assist.     
  • Based upon the information you provide, medical advice and assistance will be provided over the phone. If your medical condition is judged to be medically necessary and appropriate for a move to another location for medical treatment, or to return to Macau (for Macau residents), we will arrange for the evacuation utilizing the most suitable means, according to the severity of your medical condition. 

 

Directors and Officers Liability Protection

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes

Professional Liability

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes

Financial Institutions Liability

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes

A. Documents / information required for claims submission

  • Your insurance policy or certificate or monthly declaration, whichever is applicable
  • The commercial invoice, packing list, B/L (MAWB/HAWB) with terms and conditions
  • If we do not assign a surveyor, you should provide an incident/survey report or photographs to demonstrate the damage. Digital photographs are acceptable and can be sent to us via email
  • Copy of claim letter addressed to liable party (airline/forwarder/shipping company) (Please click here for claim letter sample)
  • Statement of claim/salvage value/repair cost, if applicable
  • Delivery documents with exceptions duly marked -- quantity/weight/description of cargo damage
  • Other documents and/or information, if required

B. Criteria of measuring loss

  • Verification that coverage was in force at the time of loss
  • Verification that the claimant has insurable interest
  • Verification that the peril is covered by the policy
  • Verification that you have taken reasonable steps to minimize the loss
  • Verification that all policy conditions and warranties have been complied with
  • Verification that no exclusions apply
  • Verification that the value of the loss is reasonable
  • Verification that the loss is above the policy excess/deductible

C. Useful Notes 
    Goods damaged or missing while taking delivery

  • When you accept delivery, the goods and/or carrying container(s), as well as container seals should be externally examined at the site. If there are visible signs of damage, do not sign a clean receipt. You should note any visible or likely damage on the receipt and immediately inform the carriers in writing of their liability. (Please click here for claim letter sample) You should then advise your insurance agent, broker, us, or the surveyor named in the insurance certificate, and provide copies of cargo receipts, loss notifications, and correspondence between you and the carrier and/or the carrier's agents. 
    When goods have been delivered without any apparent external irregularities, they should be unpacked as soon as possible and you should check for any concealed loss or damage. If loss or damage is discovered, document this, if possible, with digital photographs. Retain all shipping containers and packing materials for later inspection and documentation. 
    When your claim involves water-damage, you and/or the consignee should separate the damaged goods from the undamaged goods as soon as possible to prevent further water damage.
  • Should an entire package go missing, the delivery receipt must be marked accordingly. Also secure other substantiating evidence from the forwarder or carrier and inform them in writing without delay of the loss. Include in this communication your intention to hold the forwarder or carrier liable for the loss. (Please click here for claim letter sample) Do not sign a clean receipt if there are any irregularities or suspected irregularities. If you are required to sign a receipt, clearly describe the irregularities in writing on the receipt next to your signature.
  • If damage or loss occurs during the transit, a claim letter should be filed. Written notice of loss should be given to the carrier or forwarder or the carrier's local representative within three (3) days (by sea) or fourteen (14) days (by air) of cargo delivery. (Please click here for claim letter sample)
  • At all times, it is your duty to take reasonable measures to avert or minimize the loss amount and to ensure that all rights against carriers, bailees or other third party are properly preserved and exercised.

D. Appointment of surveyors

  • If the loss amount does not exceed US$2,500, no survey is necessary. You need only to provide photographs that demonstrate the severity and extent of the damage. Be sure your photographs record both the external damage to the packaging and the interior damage to the cargo.
  • When the loss amount (as opposed to the affected cargo value) exceeds US$2,500, a survey is necessary. Please report such damage to our office without delay. We will assign a surveyor and pay the survey fee.

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes:

A. Documents / information required for claims submission

  • 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
  • The original loss/damage report from the police or other relevant authorities, including the report reference number and the address of police station or issuing authority, if available
  • Original supporting documents showing the value of the lost or damaged 
    item(s)
  • The original repair quotation(s), if the damaged property can be repaired
  • The original purchase receipt(s) and replacement quotation(s), if the damaged property needs to be replaced 
B. Useful Notes
  • Please retain all damaged property available for our inspection upon our request. 

Energy includes Machinery Breakdown, Contractors' All Risks/Erection All Risks and Electronic Equipment

Machinery Breakdown

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes:

A. Documents / information required for claims submission

  • A completed claim form with a full description of the incident
  • Cause investigation report issued by the authorized contractor who maintains the machine
  • Photographs showing the extent of the damage. Digital photographs are acceptable
  • Model and specifications of the machine
  • Original supporting documents showing the value of the damaged machine or its part(s)
  • The original repair quotation(s), if the damaged machine can be repaired
  • The original purchase receipt(s) and replacement quotation(s), if the damaged machine needs to be replaced 

B. Useful Notes

  • Please retain all damaged machine/parts available for our inspection upon our request.

Electronic Equipment

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes:

A. Documents / information required for claims submission

  • 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
  • The original loss/damage report from the police or other relevant authorities, including the report reference number and the address of police station or issuing authority (if available)
  • Original supporting documents showing the value of the lost or damaged equipment or its parts
  • The original repair quotation(s), if the damaged equipment can be repaired
  • The original purchase receipt(s) and replacement quotation(s), if the damaged equipment needs to be replaced 

B. Useful Notes

  • Please retain all damaged equipment/parts available for our inspection upon our request

Contractors' All Risks/Erection All Risks

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes:

Section 1 - Contract Works 

Following an incident that results in loss or damage that may give rise to a claim, the Site Manager or person responsible for site administration should immediately notify your agent, broker or us.

A. Documents / information required for claims submission

  • A description of the cause of loss, i.e. typhoon, rainstorm, driver error, mechanical failure, third party or other cause
  • Photographs of the accident scene, including the damage sustained, and any remedial repair work. These photographs should be taken as soon as possible after the incident and periodically during the course of repair work. Digital photographs are acceptable
  • Sketch plans, as applicable
  • ”Daily allocation of labour” and ”Daywork” sheets, documenting:
    • Labour 
    • Categories of labour 
    • Number of hours worked and hourly rates 
    • Overtime and bonus payments
  • Plant utilization, identifying the type of plant, number of hours worked and rate, and whether self owned or hired in. Standby time should be recorded separately
  • Material, equipment and spare parts to be substantiated by purchase invoices 

B. Useful Notes

  • If design, material, or workmanship failure is suspected or the damage is caused by a third party, retain all damaged items for examination by us or our representatives
  • If the loss or damage is the result of a criminal act, such as burglary, robbery, theft or malicious damage, it should be reported to the police. You should obtain a copy of the police report and provide us the reference number of the report together and the address of the police office

Section 2 – Third Party Liability 

A. Documents / information required for claims submission

  • You should provide us as soon as possible with accurate details of the accident to the fullest extent you can
  • The contractor should immediately identify and obtain details of all employees and/or witnesses who were present at the time of the occurrence
  • Police report number and a copy of statements given by your employees to the police, if any
  • Photographs of the accident scene. Digital photographs are acceptable
  • Gather and retain as much evidence as possible, providing this does not cause further damage or danger 

B. Useful Notes

  • Report any accident involving personal injury to the police promptly
  • The contractor should not undertake repairs to third party property, except in emergency situations. No repairs should be made without our prior approval or the approval of our representative
  • The contractor should immediately forward to us, unanswered, all letters or notices of claim from third party, or any writ, summons, proceedings, impending prosecution or inquest received
  • The contractor should not admit liability, assume any obligation, or make any offer or payment without our prior written consent

Casualty includes Employees' Compensation, Products Liability and Public Liability

Employees' Compensation

We recommend that you contact your agent, broker or us immediately with all available information about the loss. 

Requirements:

 Documents / information required for claims submission

  • You should complete and submit the Original Employees’ Compensation Insurance Claim Form to our claims department together with the following:
    • Documents Checklist 
    • Original sick leave certificate(s) with diagnosis 
    • Original medical expenses receipt(s) with diagnosis, if any 
    • Medical report, if any; 
    • Copy of employee register or Social Security Fund contribution lists; 
    • Injured worker’s identity card copy and work permit copy (if applicable) 
    • Others (if applicable) 
  • Every letter, claim, writ, summons and/or process shall be notified or forwarded to us immediately unanswered

Public Liability

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes:

A. Documents / information required for claims submission

  • 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, ID Card No, 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 

B.Useful Notes

  • You should not admit liability, assume any obligation, or make any offer or payment without our prior written consent.

Products Liability

We recommend that you contact your agent, broker or us immediately with all available information about the loss

Requirements & Notes:

A. Documents / information required for claims submission

  • You should immediately report your claim in writing to our claims department, together with all appropriate documents. The following information should be included:
    • Policy number 
    • Description of the product involved
    • How, when and where the accident took place 
    • The names, addresses and contact telephone numbers of the claimant 
    • The nature and extent of any injury or damage and location of the accident
  • If the product is supplied by another company, you should also submit a copy of the purchase contract between you and the supplier, as well as the address, fax number and the insurance details of the supplier

B. Useful Notes

  • When you receive a Products Liability claim:
    • You should acknowledge receipt of the claimant's or vendor's notification of the claim 
    • You should not admit liability, assume any obligation, or make any offer or payment without our prior written consent 
  • If you receive summons or legal papers:
    • You should immediately record the specifics of the claim and the date received 
    • You should not reply, admit liability, assume any obligation, or make any offer or payment without our prior written consent 
    • You should immediately notify us and send us the original summons and other documents 
    • You should provide the contact details of your company’s representative 
    • You should cooperate with our investigation, settlement or defense of the lawsuit
  • You should assist us, upon our request, in the enforcement of any right against any person or organization which may be liable to the insured because of the injury or damage to which this insurance may also apply

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes:

Section 1 - Kidnap & Ransom Insurance (For China Trade Package only)

  • When an insured incident occurred, you can call AIG 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

Section 2 -Business Travel Insurance
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

Emergency Medical Evacuation 

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

Repatriation of Remains 

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

Personal Accident Protection
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

Section  3 - Property All Risks Insurance 

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

Note:

  • 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

 

Section 4 - Public Liability Insurance

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, ID 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 the Original Employees’ Compensation Insurance Claim Form to our claims department together with the following:
    • Documents Checklist 
    • Original sick leave certificate(s) with diagnosis 
    • Original medical expenses receipt(s) with diagnosis, if any 
    • Medical report, if any; 
    • Copy of employee register or Social Security Fund contribution lists;
    • Injured worker’s identity card copy and work permit copy (if applicable) 
    • Others (if applicable)
  • Every letter, claim, writ, summons and/or process shall be notified or forwarded to us immediately with unanswered

We recommend that you contact your agent, broker or us immediately with all available information about the loss.

Requirements & Notes

Personal Claims Procedure

Categories for Personal Claims Procedure

Automobile

If you need to file an Automobile Insurance claim, you should notify your agent, broker or us immediately. You should submit a completed Claim Form as soon as possible but not later than eight days from the date of the accident, together with all relevant documents.

Requirements & Notes:

A. Documents / information required for claims submission 

For damage to your own vehicle:

  • An estimate of repair costs. You should submit the estimate for our approval before making any repair
  • Copy of vehicle registration documents (both side)
  • Copy of the vehicle operator's driving license
  • Copy of the vehicle operator's ID Card
  • Police report and a rough sketch of the accident 
For a claim involving third party:
  • Details of the third party including name, ID Card number, telephone number, address, vehicle registration number, brand and model of vehicle, motor insurer and policy numbers, if available
  • The name and address of any witnesses
  • Do not admit liability or make any settlement with any third party without our prior written consent
For theft of car:
  • Please submit police report

 B. Useful Notes

  • Always report a traffic accident to the police
  • Following the accident, you should forward to us without delay all communications you received from the police or any other party unacknowledged and without admission of any liability 

Golf

If you need to file a Golf Insurance claim, please contact your agent, broker or us immediately. You should submit a completed Claim Form to us as soon as possible and provide all relevant documents within thirty (30) days of the loss.

Requirements & Notes:

Documents / information required for claims submission

Third party legal liability:

  • Confirmation letter issued by the golf club certifying that the accident occurred while you were playing or practicing on any regulated golf course
  • Details of the third party including name, ID Card number, telephone number, and address, if available
  • The name and address of any witnesses
  • Police report, if any
  • All relevant writs, summons, correspondence and documents from any third party. Do not acknowledge or respond

Please Note: Do not admit liability or make any settlement with any third party without our prior written consent

Damage to or loss of golf equipment and personal effects:

  • Confirmation letter issued by the golf club certifying that the loss occurred at their premises 
  • Original purchase receipts of the items lost or damaged
  • An estimate of repair costs. You should submit the estimate for our approval before making any repair
  • Police report (only for loss caused by theft, burglary or robbery)
Please Note:
  • In the event of loss due to theft, burglary or robbery, report to the golf club and police within 24 hours. Retain a copy of the police report
  • Because an on-site survey may be required, do not dispose of any damaged items unless we have agreed in writing for you to do so. The disposal of damaged items without our authorization may result in the rejection of your claim
“Hole-in-one” claim:
  • Copy of “Hole-in-one” certificate issued by the golf club
  • The original payment receipt for one treat of hospitality which should take place within thirty (30) days of the “Hole-in-one”
24-hour personal accident cover:
  • Confirmation letter issued by the golf club certifying that the accident occurred while you were there
  • Medical reports 

Domestic Worker

If you need to file a Domestic Worker Insurance claim, you should notify your agent, broker or us immediately. You should submit a completed Claim Form as soon as possible, together with all relevant documents.

Requirements & Notes:

A. Documents / information required for claims submission

Employees' compensation:

  • Employees’ Compensation Insurance Claim Form
  • Copy of employee register or Social Security Fund contribution lists
  • Injured worker’s identity card copy and work permit copy (if applicable)
  • Sick leave certificates
  • Medical receipts
Surgical and hospitalization:
  • Medical reports
  • Medical receipts
Repatriation expense:
  • Medical reports
  • Original payment receipt for repatriation expenses
Personal effects
  • Original purchase receipts for the properties lost or damaged
  • An estimate on repair costs. You should submit the estimate for our prior approval before making any repair
  • Photographs of the damaged articles. Digital photographs are acceptable
  • Police reports (only for loss caused by theft, burglary or robbery)
Fidelity coverage:
  • Original purchase receipts of the properties lost or damaged
  • Police reports
Clinical expenses
  • Medical receipts
  • Medical certificate
Dental expenses:
  • Medical receipts
  • Medical certificate
Domestic worker liability:
  • Details of the third party including name, ID card number, telephone number, and address, if possible
  • The name and address of any witnesses
  • All relevant writs, summons, correspondence and documents from any third party. Do not acknowledge or respond
  • Do not admit liability or make any settlement with any third party without our prior written consent

Household

If you need to file a Household Insurance claim, please notify your agent, broker or us immediately. You should submit a completed Claim Form to us as soon as possible and provide all relevant documents within thirty (30) days of the loss.

Requirements & Notes:

Documents / information required for claims submission:

Damage to or loss of buildings, contents and personal effects and valuables:

  • Incident report or letter issued by your building manager certifying that the loss occurred on the insured premises and the cause of the loss
  • Original purchase receipts of the properties lost or damaged
  • An estimate of repair costs. You should submit the estimate for our approval before making any repair
  • Photographs of the damage. Digital photographs are acceptable
  • Police report (only for loss caused by theft, burglary or robbery)

Please Note: 

  • In the event of loss by burglary, robbery or theft, report to the police within 24 hours and provide a copy of the police report
  • Because an on-site survey may be required, do not dispose of any damaged item(s) unless we have agreed in writing for you to do so. The disposal of damaged item(s) without our authorization may result in the rejection of your claim.

Third party legal liability:

  • Incident report or letter issued by your building manager certifying that the accident occurred on the insured premises
  • Details of the third party including name, ID Card number, telephone number, and address, if available
  • The name and address of any witnesses
  • All relevant writs, summons, correspondence and documents from any third party. Do not acknowledge or respond.

Please Note: Do not admit liability or make any settlement with any third party without our prior written consent

In the event of loss, written notice of claim should be given to us within thirty (30) days after the occurrence , together with all relevant documents.

Requirements & Notes:

A. Documents / information required for claims submission

  • You should fill in the related claim form 
  • In order to help us to deal with your claims, you should provide all the supporting documents to substantiate your claim. Complete documentation will prevent the delay in your claim assessment as additional time may be required to obtain the requisite information (Please click here for the guidelines on documents required under different coverage)
  • Upon receipt of sufficient documents, we will assess your claim accordingly. The result of your claim submission will be sent to you soon

 B. Overseas Emergency Needs

  • If you are traveling overseas and require emergency assistance because of a sickness or an injury, you can contact 24-hour Travel Guard Assistance Hotline at +852 3516 8699 by collect call anytime anywhere in the world for assistance.
  • Please provide the following information when calling (if you are unable to call, please ask a family member, colleague or third party to assist):
    • Your policy number 
    • Your name 
    • Your current location
    • Describe your condition or symptoms and the nature of the assistance that you require
  • Base upon the information you provide, medical advice and assistance will be provided over the phone. If your medical condition is judged to be medically necessary and appropriate for a move to another location for medical treatment, or to return to Macau (for Macau residents), we will arrange for the evacuation utilizing the means best suit to do so, according to the severity of your medical condition.

Claim Form

Please select relevant Claim Form for notification

Business Claims FAQs

Categories for Frequently Asked Questions about Business Claims

A. General Information

How do I submit a claim? Where can I obtain a claim form? 
A completed claim form, along with required supporting documents, should be submitted within the notification period to the office or address listed in your policy. In general, written notice of claim should be provided to us within thirty (30) days of any event claimable or likely to be claimable under the terms of your policy, or as soon as is reasonably possible. Please note that different policies have different notification periods. Please refer to your Accident and Health Care or Travel Policy for complete terms and conditions.  

You can contact our AIG Customer Service Hotline for an Accident & Health claim form or Travel Insurance claim form at +853 2835 5602.  

Documents required vary according to the type of claim you are making. (Please click here for guidelines on documents required.)

Where do I submit my claim? 
Your completed claim form, along with all relevant supporting documents, can be submitted to our Claims Department by mail or in person. It can also be submitted by fax, if an original is not required. (Please click here for guidelines on documents required for various policies.)   

AIG Insurance Hong Kong Limited (Macau Branch) 
Claims Department, 
Unit 506, 5th Floor, AIA Tower, 
No 251A - 301, 
Avenida Comercial de Macau 
Fax No: +853 2835 5299

What happens after I've submitted the claim? 
We will process your claim upon receipt. If any clarifications or follow up is needed, our claims representative will contact you within ten (10) working days.

If I have questions about the status of my submitted claim or my claimed benefits, whom do I contact? 
You can call us on +853 2835 5602, Monday to Friday 9:00am to 6:00pm.

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

I want to submit additional supporting documents in relation to my previously submitted claim. How do I submit these documents?  
You can send the supporting documents to us in the same way you submitted the original claim. (Please click here for guidelines on documents required.)

To expedite the processing of these additional documents, please clearly write your claim reference number at the top of the first page.

Are photocopies of my original receipts and documents acceptable for the purpose of processing my claim?  
Original receipts and supporting documents are required in order to process Travel and Accident & Health Care claims. However, there are exceptions depending on the nature of the claim and supporting documents required. (Please click here for guidelines on documents required.)

If I submit my original receipts and would like to have them returned, what should I do?  
Please indicate on the claim form you submit that you are requesting the return of your original receipts. We will return the original receipts to you once the assessment of your claim is completed.

What should I do if I need emergency assistance during my trip?  
Please call 24-hour Travel Guard Assistance Hotline by collect call at +852 3516 8699.

B. Accident & Health Care

What should I do if a public hospital charges me for completing the Section III of the Accident & Health Claim Form?  
If, for any reason, the hospital does not supply the requisite information for the claim form, you may leave Section III blank and attach a full hospital discharge summary for our assessment. After reviewing your claim, we will determine if completion of Section III is necessary to complete the processing of your claim. Please note that there is likely to be a delay in the processing of your claim.

C. Travel Insurance

What supporting documents should I submit together with the Travel Insurance Claim Form?  
You should always submit your travel insurance certificate. Required supporting documents will depend on the type of claim you are making. If you are making a claim under an annual travel policy, proof of trip duration and destination is required. If you are making a claim under a corporate travel policy, proof of the nature of the trip, destination and its duration (from your company) is required. (Please click here for guidelines on documents required.)

If I purchase my travel insurance together with a tour package from my travel agency and I do not receive a separate travel insurance certificate, what should I do?  
You should submit the tour package receipt indicating that travel insurance has been purchased. This can be submitted in place of a travel insurance certificate.

What is a depreciation rate and how does it affect my claim amount?  
Depreciation is applied when calculating the amount for loss or damage to personal belongings. The relevant rate applied will vary according to a number of variables, including the nature of claimed item, the age of the item and whether purchase receipts have been supplied.

Directors & Officers Liability Protection

What should we do if there is a claim or we suspect that something has happened that may give rise to a claim? 
Report the claim or the relevant circumstance to us as soon as possible. Please refer to the notification procedures for further details.

How do we submit a notification to you? 
Written notification should be sent to us at the following address or fax number:   

AIG Insurance Hong Kong Limited (Macau Branch) 
Claims Department, 
Unit 506, 5th Floor, AIA Tower, 
No 251A - 301, 
Avenida Comercial de Macau 
Fax No: +853 2835 5299

What documents are necessary for reporting a notification? 
Please refer to the list of documents required .

How will we know whether the notification submitted is being processed? 
On receipt of your written notification, we will send you a written acknowledgment. If you do not receive it, please contact us.

How should we handle a claim made against us? 
You have the duty to defend the claim. This responsibility includes, but is not limited to, retaining legal representatives to advise you on the defense.

What is the process for retaining a legal representative to handle a claim on our behalf? 
Prior written consent is required from us before you incur any defense costs. You should provide us with the attorney's curriculum vitae (CV), hourly rates, and the budgeted costs for handling the claim.

Are the legal costs incurred in a defense covered under the policy and how are they reimbursed? 
Reasonable and necessary defense costs incurred on a covered claim will be advanced according to the terms and conditions of the policy. Copies of the relevant invoices and detailed narratives should be provided to us for our consideration and assessment.

Can we admit liability or enter into any settlement with the claimant? 
You should not admit liability or enter into any settlement or incur any costs without our prior written consent.

Professional Liability

What should we do if there is a claim or we suspect that something has happened that may give rise to a claim? 
Report the claim or the relevant circumstance to us as soon as possible. Please refer to the notification procedures for further details.

How do we submit a notification to you? 
Written notification should be sent to us at the following address or fax number:   

AIG Insurance Hong Kong Limited (Macau Branch) 
Claims Department, 
Unit 506, 5th Floor, AIA Tower, 
No 251A - 301, 
Avenida Comercial de Macau 
Fax No: +853 2835 5299

What documents are necessary for reporting a notification?  
Please refer to the list of documents required .

How will we know whether the notification submitted is being processed? 
On receipt of your written notification, we will send you a written acknowledgment. If you do not receive it, please contact us.

How should we handle a claim made against us?  
You have the duty to defend the claim. This responsibility includes, but is not limited to, retaining legal representatives to advise you on the defense.

What is the process for retaining a legal representative to handle a claim on our behalf? 
Prior written consent is required from us before you incur any defense costs. You should provide us with the attorney's curriculum vitae (CV), hourly rates, and the budgeted costs for handling the claim.

Are the legal costs incurred in a defense covered under the policy and how are they reimbursed? 
Reasonable and necessary defense costs incurred on a covered claim will be reimbursed according to the terms and conditions of the policy. Copies of the relevant invoices and detailed narratives should be provided to us for our consideration and assessment.

Can we admit liability or enter into any settlement with the claimant? 
You should not admit liability or enter into any settlement or incur any costs without our prior written consent.

Financial Institutions Liability

What should we do if there is a claim or we suspect that something has happened that may give rise to a claim?  
Report the claim or the relevant circumstance to us as soon as possible. Please refer to the notification procedures for further details.

How do we submit a notification to you?  
Written notification should be sent to us at the following address or fax number:   

AIG Insurance Hong Kong Limited (Macau Branch) 
Claims Department, 
Unit 506, 5th Floor, AIA Tower, 
No 251A - 301, 
Avenida Comercial de Macau 
Fax No: +853 2835 5299

What documents are necessary for reporting a notification?  
Please refer to the list of documents required.

How will we know whether the notification submitted is being processed?  
On receipt of your written notification, we will send you a written acknowledgment. If you do not receive it, please contact us.

How should we handle a claim made against us?  
You have the duty to defend the claim. This responsibility includes, but is not limited to, retaining legal representatives to advise you on the defense.

What is the process for retaining a legal representative to handle a claim on our behalf?  
Prior written consent is required from us before you incur any defense costs. You should provide us with the attorney's curriculum vitae (CV), hourly rates, and the budgeted costs for handling the claim.

Are the legal costs incurred in a defense covered under the policy and how are they reimbursed?  
Reasonable and necessary defense costs incurred on a covered claim will be reimbursed according to the terms and conditions of the policy. Copies of the relevant invoices and detailed narratives should be provided to us for our consideration and assessment.

Can we admit liability or enter into any settlement with the claimant?  
You should not admit liability or enter into any settlement or incur any costs without our prior written consent.

When is a cargo survey necessary? 
A cargo survey is only necessary when a potential insurance loss exceeds US$2,500. When a potential insurance loss is less than US$2,500, there is no need for cargo survey. In any case, you should take photographs showing the cargo damage and indicate any damage or likely damage on the cargo receipt before you sign it.

If we have cargo insurance, why we are asked to make a cargo claim to the carrier or forwarder? 
We cover the transit risks for your shipment, but we are not the liable party for any damage to your cargo. In order to preserve your right of recovery, as the owner of the cargo you have an obligation to report any damage or likely damage of the shipment in writing to the carrier or forwarder. This is a requirement of your policy. (Please click here for claim letter sample )

Is there any time limit for reporting a cargo claim to you? 
You should report any cargo damage or suspected damage to us as soon as possible. In some circumstances, an early claim report may help to minimize the amount of the loss. However, you must make a claim notification in writing within three (3) days of receipt of cargo if your carrier is a sea carrier or fourteen (14) days if it is an airline or air carrier.

Can we dispose of the damaged cargo? 
You can dispose of the damaged cargo as you think appropriate, just as an unassured will do in the same circumstances. However, you must keep full record of the damaged cargo disposal (both photographs and documents) as evidence.

Who can submit a claim for cargo damage? 
Anybody (broker/agent/shipper/consignee) but if the insurance payment is to be issued to another party having no insurable interest, the party having interest should give written authorization.

When should we notify AIG after an accident has occurred causing property damage? 
You are recommended to call or email your agent, broker or us in order to receive immediate assistance.

Should we notify you about an accident, even if the loss amount is less than the deductible? 
In order to protect your right to make a claim under your policy, you should notify us about all events. If the loss amount is subsequently found to be below the deductible, you may withdraw the claim.

Is there any time limit for submitting claim documents to you? 
In general, all claim documents must be submitted within thirty (30) days of the accident. However, there are exceptions. You should consult your policy document for details.

Must we get your prior approval before we repair the damage? 
Yes. Our claims professionals or representatives will help you assess the repairs required and the reasonableness of the repair estimates.

Our office was burgled last night. Emergency repair to the main door lock is required to safeguard the property inside. Can we proceed with the repair and would it affect our claim under the policy? 
You can make emergency repairs provided that the emergency is proven. Such costs are recoverable subject to the terms of your policy. 

Energy includes Machinery Breakdown, Contractors' All Risks/Erection All Risks and Electronic Equipment

Machinery Breakdown

A machine exploded causing a fire. Both the machine and surrounding property were badly damaged. Should we lodge our claim under our property policy or our machinery breakdown insurance policy?  
As our machinery breakdown cover is offered in conjunction with the property insurance, you should provide both the property and machinery breakdown policy numbers on your claim form. We will advise you on the damage that will be covered by the property policy and the damage that will be covered by the machinery breakdown policy.

In the case of the exploding machine, what damage is covered by our machinery breakdown policy? 
Subject to the terms and conditions of your policy, the damaged machine may be covered by the machinery breakdown policy.

Must we get your prior approval before we repair the damage?  
Yes. Our claims professionals or representatives will help you assess the repairs required and the reasonableness of repair estimates.

If the parts of the machine are required to be ordered from an overseas supplier, are the associated freight charge and custom duties covered? 
These costs are covered provided that they have received our prior approval and have been included in the sum insured.

The damaged machine was in use for more than 10 years. The explosion was probably caused by wear and tear. Is the damage recoverable under our machinery breakdown policy?  
Usually, loss or damage caused by wear and tear is excluded by a machinery breakdown policy.

Electronic Equipment

Is there any time limit for reporting an electronic equipment insurance claim to you? 
You must notify us of any potential claim within fourteen (14) days from the date of the accident.

Should we notify you of all events, including those where the loss amount is below our deductible? 
We recommend that you notify us about all events, regardless of the amount of loss. This notification will protect your right to lodge a claim under the policy, should it later become necessary to do so. If the loss amount is later confirmed to be below the deductible, the submission of further documentation to us is optional.

What documentation or proof is required if the damaged equipment is beyond repair? 
We will require a letter from an authorized dealer which confirms that the damaged equipment is beyond repair due to total loss or lack of parts.

Can we buy a new model with more functions and features when we replace the lost equipment? Will the full price of this new equipment be recoverable under our policy? 
We have no objection if you replace the lost equipment with a newer or more advanced model. However, our settlement will be based only on the model and specifications of the equipment that was lost. The cost of upgrading the equipment is not recoverable. For more details, please refer to the basis of settlement clause in your policy.

We just lost a piece of equipment. We urgently need it for business and would like to buy a replacement immediately. Do we need to obtain your prior approval to do this? Would it prejudice our right of claim under the policy? 
Prior approval is not required to replace the lost piece of equipment. It will not prejudice your right of claim under the policy. However, our settlement will be based only on the model and specifications of the equipment that was lost. The cost of upgrading the equipment is not recoverable.

Contractors' All Risks/Erection All Risks

When should we notify you that an accident has caused damage to contract works?
You should contact your agent, broker or us as soon as possible. We will provide immediate assistance.

Must we report losses that are within our deductible?
If the loss is confirmed below your deductible, it is not necessary to report the loss to us. If you are not sure of the final loss amount or the amount of the deductible, we recommend that you contact your agent, broker or us for guidance.

A passenger was injured by an object falling from a workman's platform. The injury is minor. Must we report the incident to you?
Section 2 of a standard contractors' all risks policy covers your legal liability for third party bodily injury and property damage. We recommend that you report all accidents involving injury to us, even the injury appears to be minor.

The injured passenger submitted medical receipts to us with a demand for immediate reimbursement. What should we do? Should we pay the passenger and recover our costs from you later?
You may ask the passenger to send you a claim letter with attached medical receipts and advise him/her that his/her claim will be sent to us for handling. We or our representatives will contact him/her regarding his/her claim. It is important that the claimant's letter includes his/her contact details, such as address and telephone number.

Your policy requires that you do not admit liability or offer any settlement without our prior consent or the consent of our representatives. Do not pay the passenger unless we or our representatives have instructed you to do so.

Is there any time limit for submitting claim documents to you?
Yes, there is time limit for the submission of claims and associated documentation. Your policy document contains this information. We recommend that you submit all claim documents as soon as they become available. The earlier you submit the required documents, the sooner your claim will be handled.

Casualty includes Employees' Compensation, Products Liability and Public Liability 

Employees' Compensation

When do we need to submit an employees' compensation claim?  
If an employee sustains injury or dies as a result of an accident arising out of and in the course of his/her employment, his/her employer is in general liable to pay compensation and must notify The Labour Affairs Bureau and our Company of the accident or prescribed occupational disease as required.

Must we submit all original sick leave certificates, medical expense receipts, together after the case is finalized?  
No. You can submit the original sick leave certificates and medical expense receipts to us on a real-time basis, so that we can follow up the current status of the injured employee.

When will you reimburse us for the compensation?  
We will reimburse the full compensation amount after the employees' compensation claim is finalized and all original documents have been submitted.

Where can we obtain more information about employees' compensation claims and the Employees' Compensation Ordinance?  
You can contact The Labour Affairs Bureau, either in person, by telephone or on the web athttp://www.dsal.gov.mo.

Public Liability

What is a third party claim? 
A third party claim is a claim brought against you by another person.

Does our policy cover a member of the public or an employee who sustains an injury? 
Your policy covers you against a member of the public who sustains an injury and claims that you are liable. Your policy does not cover an injury to an employee; a claim of this nature would be handled under your employees' compensation policy.

A customer falls at our store and sustains an injury but does not file a claim against us. Do we need to report the incident to you, our insurance company? 
Yes. You should notify us in writing after the incident, whether or not a claim has been made.

Our office's toilet has overflowed causing water leakage to the premises below our office. The owner of premise below asked us to pay for the water damage to his property. Should we pay him for the damages?  
No. You are not allowed to make any payment to a claimant without our prior written consent.

Products Liability

How are product defects defined? 
There are three basic types of defects:

  • Manufacturing Defects: The product is well designed, but the way in which it is made is unsafe. For example, the materials used to manufacture the product are inappropriate and caused a functional failure.
  • Design Defect: The intrinsic design of the product is unsafe, making the entire product line unreasonably dangerous. Design defects also apply to the way a product is packaged. For example, if the design of a childproof container is flawed and a child is injured as a result, the manufacturer can be held responsible.
  • Insufficient Instructions or Warnings: The design of a product may be perfectly safe and without defect, but the manufacturer may fail to include proper warnings or instructions for safe operation. What needs to be proved in a products liability case?Although products liability laws vary from country to country, and even from state to state in the US. Products liability cases are generally decided on strict liability rather than on negligence. Under strict liability, it is not required that there be a finding of fault, only that the product is defective in some way that caused or resulted in injury. 

What needs to be proved in a products liability case?  
Although products liability laws vary from country to country, and even from state to state in the US. Products liability cases are generally decided on strict liability rather than on negligence. Under strict liability, it is not required that there be a finding of fault, only that the product is defective in some way that caused or resulted in injury. 

What immediate action should we take if a water pipe at our premises bursts and causes damage to our office facilities and inventories? 
You should take immediate action to stop the flow of water. You should then identify and set aside damaged goods and materials. Finally, you should clean up the premises so that you can attend to business as normally as possible. You should also inform the building's management office and report the incident to us.

What immediate action should we take if our premises are robbed and we suffer loss? 
You should report the incident to the police and all other relevant authorities. Include in this report all items that are stolen and their value. You should also take photographs of the damaged properties and any traces of forcible or violent entry to or exit from your premises. Digital photographs are acceptable.

Will you arrange for adjusters or surveyors to conduct a survey at my premises? 
Depending on the circumstances of the incident, extent of damages and other factors, we will consider appointing adjusters or surveyors to conduct an investigation.

How can we report a claim during holiday after business hours? 
You should take immediate measures to mitigate the loss, report the incident to the building's management office, take photographs that document the damages, retain all supporting documents and report the case to us the next business day.

What is a policy deductible? Where can we find out our policy deductible? 
A policy deductible is the amount of money that must be contributed by you, the policyholder, after loss adjustment. The amount of the deductible varies for different causes of accident. It is shown at the bottom of your policy schedule.

How do we submit a claim form and supporting documents? 
You can submit the original claim form and all other supporting documents to our Claims Department. If an adjuster or surveyor is appointed, you should submit these documents directly to them.

When should we report a claim? 
You should provide us with notice in writing within thirty (30) days after any loss, destruction or damage occurred.

What should we do when we sustain a loss or expect to suffer a loss in connection with an eligible shipment or receivables?

You should give us immediate notice either by sending in a written notice and/or a completed Proof of Loss Form. Please refer to the notification procedures for further details. 

How do we submit a notification to you? 
A written notification should be sent to us at the following address or fax number:  

AIG Insurance Hong Kong Limited (Macau Branch) 
Claims Department, 
Unit 506, 5th Floor, AIA Tower, 
No 251A - 301, 
Avenida Comercial de Macau 
Fax No: +853 2835 5299 

What documents are necessary for reporting a notification? 
Please refer to the list of documents required. 

How will we know whether the notification submitted is being processed? 
Upon receipt of your written notification, we will send you a written acknowledgment. If you do not receive it, please contact us.

Personal Claims FAQs

Categories for Frequently Asked Questions about Personal Claims

Categories for Frequently Asked Questions about Personal Auto and Home

Automobile

How is an automobile claim calculated? 
We follow the recommendations made by motor surveyor and use the second hand market data to arrive at the value of a vehicle of the same type and condition.

After a traffic accident has occurred, when do I need to report it to the insurer? 
You should report the accident to us as soon as possible.

As i was not at fault in a traffic accident, why was my NCD deducted after my claim submission?
NCD means "No Claim Discount". It does not mean "No Blame Discount" or "No Fault Discount". Your NCD will be deducted upon claim submission, regardless whether you were at fault in the accident.

Is there any time limit for reporting an automobile claim? 
Article 23 of the Uniform Policy for Motor Vehicles Insurance (Notification of accidents and procedures or claims) states that:

  • In the event of an accident which may give rise to a claim under this Policy, the Insured shall give notice thereof to the Company with full particulars as soon as possible but not later than eight days from the date of the accident.
  • In case of absence of notification or of late notification the Insured shall indemnify the Company for any loss or damage, namely when, due to the lack of notification or late confirmation, the liability of the Company in respect of third parties has been aggravated.

Golf

Is golf insurance worldwide cover?
Geographical areas coverage include: (a) Hong Kong or Macau; (b) Anywhere in the world in respect of a temporary visit not exceeding sixty (60) consecutive days by the insured person, except North Korea, Vietnam, Laos, and Cambodia.

Is loss or damage of a golf ball covered?
No. Covers loss or damage caused by insured perils to golf clubs, bags, golf trolleys and personal effects at any recognized golf course.

Any age limit for Personal Accident?
Age limit: 16 – 65

Domestic Worker

Is there any time limit for reporting a domestic worker claim?  
You should report the claim to us as soon as possible.

Should the proposer and the employer of the insured domestic worker be the same person? 
Yes. The proposer and the employer of the insured domestic worker should be the same person.

What are the main exclusions of the domestic worker insurance? 
The main exclusions under the domestic worker insurance include but are not limited to the followings: any disease existed prior to the effective date of the policy, hospitalisation due to acts of war, riots, strikes, or act of terrorism, suicide, psychiatric or mental disorders, congenital abnormalities, HIV, sexually transmitted diseases, drug addiction or pregnancy, repatriation expenses due to pregnancy, etc. Please refer to your policy for details.

What is 'infidelity' benefit?  
The benefit covers the financial losses arising from any proven dishonest act committed by the domestic worker. The employer should immediately report the act to the police and shall obtain compensation on conviction of the domestic worker from the court.

Household

My ceiling sustained water damage. How can I get compensation?  
Normally, damage due to water seepage or leakage is excluded from a policy. However, different policies have different coverage. In any event, you should report this damage to your building manager. It may be covered by your Building Master Insurance Policy provided by the building manager and/or Mortgage Building Policy.

The people in the premises below mine complained that there was water seepage from my premises. What can I do? 
You should report the complaint to your building manager. You should look into the actual cause of the damage and take any necessary remedial action immediately. You should not admit liability without our prior written consent. If your policy covers liability, you should report the case to us and submit a completed Claim Form as soon as possible. We will arrange loss adjusters to conduct investigation, if necessary.

If my window falls into the street, what should I do? 
You should report this incident to your building manager and look into the actual cause of the damage. You should not admit liability to any party without our prior written consent. If your policy covers liability, you should report the incident to us by submitting a completed Claim Form as soon as possible We will arrange loss adjusters to conduct investigation, if necessary.

Does the Public Liability Policy contain policy excess? Who will pay the legal cost? 
Normally we do not have policy excess under the Public Liability Policy. However, different policies have different terms and conditions. If the claim is covered under the policy, we will pay the claimant's cost and disbursement and our own defence costs and expenses. You should check the details of your policy to determine the actual coverage provided under your policy.

If the accident occurs after your working hours, what should I do? 
Report the accident to the police (if necessary), and to the building manager. Obtain a copy of the incident report and take photographs, if possible. Report the accident to us immediately on the next business day.

What are the meanings of "Building", "Contents" and "Building Betterment" under the policy? 
The term "Building" is generally defined as all immovable items which are attached or annexed to the building, including windows, wall paint, wallpaper, ceiling, flooring, doors and landlord's fixtures and fittings. "Contents" are generally defined as all movable property (not building items) such as electrical appliances and furniture. "Building Betterment" generally refers to the interior building improvement including remuneration and refurbishment of fixtures and floorings. It should be carried out and paid by the insured. You should first submit a claim to the building insurers. After the building policy is exhausted, we will then consider the claim under the Building Betterment extension.

Is there any time limit for reporting a household claim? 
You should report the claim to us immediately.

A. Documents / information required for claims submission

How do I submit a claim? Where can I obtain a claim form?  
A completed claim form, along with required supporting documents, should be submitted within the notification period to the office or address listed in your policy. In general, written notice of claim should be provided to us within thirty (30) days of any event claimable or likely to be claimable under the terms of your policy, or as soon as is reasonably possible. Please note that different policies have different notification periods. Please refer to your Accident and Health Care or Travel Policy for complete terms and conditions. 

You can contact us for an Accident & Health claim form or a Travel Insurance Claim Form on +853 2835 5602. 

Documents required vary according to the type of claim you are making. (Please click here for guidelines on documents required.)

Where do I submit my claim?
Your completed claim form, along with all relevant supporting documents, can be submitted to our Claims Department by mail or in person. It can also be submitted by fax, if an original is not required. (Please click here for guidelines on documents required for various policies.)   

AIG Insurance Hong Kong Limited (Macau Branch) 
Claims Department, 
Unit 506, 5th Floor, AIA Tower, 
No 251A - 301, 
Avenida Comercial de Macau 
Fax No: +853 2835 5299

What happens after I submitted the claim? 
We will process your claim upon receipt. If any clarifications or follow up is needed, our claims representative will contact you within ten (10) working days.

If I have questions about the status of my submitted claim or my claimed benefits, whom do I contact? 
You can call us on +853 2835 5602, Monday to Friday 9:00am to 6:00pm.

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

I want to submit additional supporting documents in relation to my previously submitted claim. How do I submit these documents? 
You can send the supporting documents to us in the same way you submitted the original claim.

(Please click here for guidelines on documents required.)

To expedite the processing of these additional documents, please clearly write our claim reference number at the top of the first page.

Are photocopies of my original receipts and documents acceptable for the purpose of processing my claim? 
Generally speaking, original receipts and supporting documents are required in order to process Travel and Accident & Health Care claims. However, this will depend on the nature of the claim and supporting documents.

(Please click here for guidelines on documents required.)

If I submit my original receipts and would like to have them returned, what should I do? 
Please indicate on the claim form you submit that you are requesting the return of your original receipts. We will return the original receipts to you once the assessment of your claim is complete.

What should I do if I need emergency assistance during my trip? 
Please call 24-hour Travel Guard Assistance Hotline by collect call at +852 3516 8699.

B. Accident & Health Care

What should I do if a public hospital charges me for completing the Section III of the Accident & Health Claim Form?  
If, for any reason, the hospital does not supply the requisite information for the claim form, you may leave Section III blank and attach a full hospital discharge summary for our assessment. After reviewing your claim, we will determine if completion of Section III is necessary to complete the processing of your claim. Please note that there is likely to be a delay in the processing of your claim.

C. Travel Insurance

What supporting documents should I submit together with the Travel Insurance Claim Form?  
You should always submit your travel insurance certificate. Required supporting documents will depend on the type of claim you are making. If you are making a claim under an annual travel policy, proof of trip duration and destination is required. If you are making a claim under a corporate travel policy, proof of the nature of the trip, destination and its duration (from your company) is required.

(Please click here for guidelines on documents required.)

If I purchase my travel insurance together with a tour package from my travel agency and I do not receive a separate travel insurance certificate, what should I do? 
You should submit the tour package receipt indicating that travel insurance has been purchased. This can be submitted in place of a travel insurance certificate.

What is a depreciation rate and how does it affect my claim amount? 
Depreciation is applied when calculating the amount for loss or damage to personal belongings. The relevant rate applied will vary according to a number of variables, including the nature of claimed item, the age of the item and whether purchase receipts have been supplied.