Frequently asked questions

Thinking about buying an insurance policy? Other than premiums and price, it's also important to consider the following factors that would help you make a smart decision to suit your needs and situation:

Coverage needs: Assess your specific insurance needs and ensure that the policy provides adequate coverage for the risks you want to protect against.

Policy terms and conditions: Carefully review the policy terms and conditions, including the coverage limits, exclusions, and any additional benefits or features offered.

Affordable premium: Consider the affordability of the premium payments and ensure they fit your budget.

Exclusions and limitations: Understand the scenarios or circumstances that may not be covered by the insurance and evaluate if they align with your risk tolerance.

Renewability: Consider the duration of coverage and whether it can be extended or renewed without hassle.

Flexibility: Assess the flexibility of the policy in terms of making changes, adjusting coverage, or adding additional features as your needs evolve.

If you want to avoid unpleasant surprises when you realize your loss isn't covered, take a moment to review common exclusions and limitations that may affect your insurance coverage, which includes:

• Pre-existing conditions
  Coverage may not apply to medical conditions that existed before the policy's effective date.
• Intentional acts
  Damage or losses caused intentionally may not be covered.
• War and terrorism
  Some policies exclude coverage for damages related to war or acts of terrorism.
• Wear and tear
  Normal wear and tear or gradual deterioration may not be covered.
• Cosmetic procedures
  Cosmetic treatments or procedures would be excluded from coverage unless it's medically necessary.
• Experimental or unproven treatments
  Coverage may not extend to experimental or unproven medical treatments.
• High-risk activities
  Engaging in specific high-risk activities, such as extreme sports, may be excluded from coverage.
• Business-related activities
  Damage or losses related to business activities may not be covered under personal policies.
• Flood or earthquake damage
  Some policies may exclude coverage for damages caused by floods or earthquakes.
• Negligence or intentional damage
  Damage caused by negligence or intentional acts may not be covered.

Yes, the eligibility requirements or criteria for a policy can vary depending on the type of insurance you are considering. Here are some examples:

Health-related insurance:

• Age: There may be minimum or maximum age requirements for certain health-related insurance plans.
• Health status: Some plans may have specific health criteria or medical underwriting.
• Occupation: Certain occupations may have eligibility restrictions or specific coverage options.

Home insurance:

• Residential status/record:Insurance providers may require you to be the homeowner or have a certain type of residency status.
• Property characteristics:The age, condition, and location of your property can affect eligibility and coverage options.

Motor insurance:

• Vehicle ownership: Your ownership or legal interest in insuring the vehicle.
• Vehicle Type: The make, model, age, and usage of your vehicle.
• Insurance History: A history of your claims record or at-fault accidents.

Life/savings insurance:

• Financial stability: Some life insurance or savings plans may have financial requirements or underwriting criteria.
• Occupation: Certain occupations or hazardous professions may have specific eligibility considerations.
• Specific activities:Participation in high-risk activities or hobbies may impact eligibility or coverage options.

Our insurance plans are designed with different plan levels and optional benefits. Therefore, during the online application process, you will be able to select from a range of coverage options to align with your desired level of protection. This allows you to tailor your insurance policy to best fit your requirements and budget.

No, there are no waiting periods or restrictions on coverage start dates for general insurance policies. You have the flexibility to choose the policy effective date during the purchase process.

However, critical illness insurance policies usually contain a waiting period clause, please refer to the policy wording for details.

The specific documentation or paperwork required to finalize the policy may vary depending on the product you choose. For detailed information, please refer to the product page of the specific policy you are interested in.

If you are applying online, you can review the policy wording and summary before submitting your application. The necessary information will be available on the website. If you prefer to receive information via email or phone, we will email you a quotation that includes the price, policy terms, and conditions.

^*Remarks: Please be informed that individuals below the age of 18 cannot be the insured person or policyholder. It is necessary to provide the information of an insured person who is at least 18 years old during the application process. Some policies also have a maximum age limit for applicants, please refer to the specific product for details.

We've made it easy for you to get what you need with us. In addition to our website, you can purchase a policy through our OneZurich Customer Portal. Alternatively, you can reach out to us by phone, email, or visit our office in person.

For online purchases, we gladly accept card payments, including both credit and debit cards. If you prefer purchasing through alternative methods such as over the phone, via email, or in-person at our office, you can also pay with cheque or through a Paylink.

The cancellation terms for general insurance may vary depending on the type of insurance policy. Please refer to the specific policy wording for detailed information.

Generally, you have a cancellation period of 21 days, which allows you to cancel the policy if you change your mind. For specific terms and conditions related to cancellation, please refer to the policy wording provided.

For Travel, Home, Personal Accident, Medical and Term Life insurance, you can easily get a quote by visiting our website, or through our OneZurich customer portal. For other insurance products, please get in touch with us directly.

If you want to speed up the quoting process, here is a list of commonly requested documents that can help us proceed your request faster:

• Personal identification
• Residential address
• Property details (for home insurance)
• Vehicle details (for motor insurance)
• Occupation details
• Health information

If you're applying online, you'll get an instant quote on our website. If you're happy with the offer, just click 'Next' to accept.

You can also reach out to us directly, we'll do our best to get back to you within 3 working days. Simply send us an email to accept it, and we will do the rest.

For our Breezy Travel insurance, the number of travelers in a single policy cannot exceed 50. If you need coverage for more than 50 individuals, please contact our Customer Services Hotline at +852 2968 2288. Our team will be happy to assist you and help you get everyone covered.

Yes. During the online application process, you will have access to the policy wording and summary, which contain detailed information about the coverage, exclusions, and other important aspects of the policy. We encourage you to take the time to carefully review these documents to ensure they align with your needs and expectations.

We accept credit card and debit card payments for online policy purchases.

In the event of technical issues or errors during the online application process, please try again or contact us for assistance. Our customer service members may also contact you to assist you during the online application process.

We prioritize the security and protection of your personal information throughout the online application process. We pledge to comply with the Personal Data (Privacy) Ordinance of Hong Kong to the best of our ability. For more details, please refer to our Privacy Policy.

Yes, our all-in-one OneZurich Customer Portal is designed specifically for you to easily manage your policies in the comfort of your own home. The platform offers a plethora of benefits including self-management capabilities, 24/7 access, streamlined claims process, and so much more.

To learn more about the features, please visit our OneZurich customer portal.

You can view or download your policy documents through our OneZurich Customer Portal. Simply log in to your account, and follow the instructions to access your e-document, which includes all the policy information and details. For detailed instructions, please refer to our user guides under the 'Policy details overview' section.

If you need additional copies of your policy documents, please reach out to our customer support directly at +852 2968 2288. Our team will be happy to assist you with your request and provide you with the necessary copies of your policy documents.

When your policy is approaching its expiration date, you can expect to receive a renewal notice to facilitate the renewal process. We will send you an SMS notification and a renewal notice by email/post within one to two months before your policy expires. If you have not received any renewal notice within the period mentioned above, please contact us or get in touch directly with your insurance intermediary.

If you fail to make the premium payment within the grace period, your coverage may lapse. To continue enjoying the protection, please follow the instructions on your renewal notice and arrange the renewal payment.

If your policy has lapsed and you would like to reinstate it, please contact us or your insurance intermediary. Reinstatement may be subject to our approval and terms set out by us on a case-by-case basis.

We offer two options for making the renewal payment: auto renewal and manual renewal:

Auto Renewal: If you agree with the terms and conditions of the renewal, you don't have to take any action. The premium amount will be automatically deducted from the credit card you provided during the initial policy purchase.

Manual Renewal: If you agree with the renewal terms, you can either scan the payment QR code on your renewal notice with a mobile device, or click on it if you’re using your computer. This will take you to the payment page where you can simply follow the instructions to confirm the payment information, and make a payment with either credit card or FPS.

For more details, please visit here.

In the event that you miss a premium payment, we provide a grace period of 31 days from the premium due date. During this grace period, your policy will remain in force. If a premium due is unpaid after the grace period, the policy will be lapsed and you may lose all of your benefits. If the policy has cash value, please refer to the policy terms and conditions for further details.

If you need to make minor changes to your policy, such as updating your contact information (phone number, email address, residential address) or changing your departure and return dates for your travel policy, you can easily do so through our OneZurich Customer Portal.

For more significant changes, such as:

• Upgrading or downgrading your plan
• Adding or removing beneficiaries
• Making changes to your coverage limits/deductibles
• Apply for policy loans

Please fill in the General Insurance Information Update Form and return it to us via email, or in person. If you wish to make changes to your life insurance policy, please fill out our Life general enquiry e-form.

We understand that life is full of changes, and it's important to ensure that your insurance coverage aligns with your current needs. If you need to change the coverage amount or sum insured, please reach out to us immediately.

Absolutely! Please fill in the Insurance Information Update Form, and return it to us via email or submit it in person. If you wish to make changes to your life insurance policy, please fill out our Life general enquiry e-form.

The information and documentation required for filing a claim may vary depending on your specific insurance plan. Please visit our claims website for detailed instructions and specific requirements related to your plan.

Simply visit our claim page and select the type of insurance plan you would like to claim. You will find step-by-step instructions and all the necessary forms to initiate your claim process.

After you submit your claim, you will receive an acknowledgement SMS/email within one working day. Our team member will contact you (or your contact person) to collect the necessary documents.

Once we have received all the required supporting documents, it usually takes at least 14 working days for us to process your claim. However, please note that processing time may be longer during periods of high claim volumes.

Absolutely! You can conveniently track the status of your claim through our OneZurich Customer Portal. For more detailed instructions, please refer to our 'View claims status and record' user guide.

*For life insurance claim, please click here.

Once your claim is approved, we will process the payment as soon as possible. Here is how it works:

Bank account: The claim payment will be credited to your designated bank account or FPS default receiving bank account within 3 working days, provided that the account details provided are valid and accurate.

Cheque: If you have opted for a claim settlement cheque, we will promptly post it to your correspondence address within 7 working days. Please refer to the cheque for the payment details.