Motor Insurance Claims Advice

What to do following an accident

• Keep calm, stop the vehicle and leave it and the highway immediately.
• Call and report the accident to the Police where appropriate.
• Call emergency assistance if anyone has been injured and requires medical attention.
• Do not move the car pending arrival of the Police if bodily injury involved.
• Exchange information with other parties - car numbers, names, I/D numbers, telephone contact numbers, name of insurance companies, motor policy numbers, extent of damage and bodily injury, if involved.
• Make a note of any witnesses, and obtain their contact details.
• Take photos of the accident scene and the condition of cars and bodily injury, if involved or alternatively make a sketch whilst the incident is fresh in your mind.
• Lodge complaint against the responsible parties to the Police.

General Claim Procedures

The length of time that it takes to settle a claim will depend on the nature of the exposure and its complexity.

Motor claim procedures depend on whether your insurance cover is a Comprehensive Cover or a Third Party Cover.

Third Party Cover

• Inform us or the insurer claims department at once.
• Do not admit any third party liability without receiving the insurer’s prior approval.
• Complete and submit the relevant completed claim form. Attach a copy of the Hong Kong Vehicle Registration Document (both sides), Driver's H.K.I.D. Card and Driving Licence.
• Sign a Letter of Authorisation to enable the insurer to obtain the driver's statement from the police.
• Submit any claims/writs of summons/letters from any third parties to the insurer as soon as possible.
• If the accident involves third party bodily injury, make sure you have reported the case to the police at once and let the insurer have the police reference number for making inquiries.

Comprehensive Cover

1. If the accident involves third party property damage or bodily injury only.

• Do the same as above.

2. If the accident involves damage to your (the insured) vehicle:

• Do not start any work or repair your vehicle, before receiving the insurer’s prior approval.
• Complete and submit the relevant claim form. Attach a copy of the Hong Kong Vehicle Registration Document (both sides), Driver's H.K.I.D. Card and Driving Licence.
• Submit all relevant documents you received concerning the claim.
• Sign a Letter of Authorisation to enable the insurer to obtain the drivers' statement from the police if applicable.
• Your hire purchase company must be informed about the accident if your car is under the hire purchase agreement.
• The Insurer may appoint a loss surveyor/adjuster to assess the damage to your car before you can proceed with any repairs or alternatively they may request you to obtain a few estimates for the work.
• After the quotation/damage has been assessed and approved, the insurer will instruct the repairer to commence the work if applicable.
• Any insurer has the right to repair, reinstate, replace the vehicle or pay in cash the amount of such loss or damage.
• After the repair is completed, you may have to sign a "Discharge Form" to the repairer to collect the vehicle.

Please note that any incomplete claim form or missing supporting documentation will delay the processing and payment of your claim. The above are general claim guidelines, further information can be provided upon request.