Make a claim for motor insurance

• Remain calm and immediately report to the police and summon ambulance (if there is any bodily injured), avoid arguing with other driver(s) for liability.
• Do not move the vehicles without the permission of the police or other authorized party.
• Do not accept/propose any compensation proposal to any third party(ies) before obtaining the prior written consents from Zurich, it may prejudice your rights under the Policy’s terms and conditions.
• In safety situation, obtain the name, contact no. and address of the driver of the accident vehicle(s), the license plate number of the accident vehicle(s), the vehicle no. and its owner's name(s), and insurer details.
• Notify Zurich (via intermediaries, if any) in 7 days after the date of accident and submit the relevant documents as soon as possible. Otherwise, late report may prejudice your rights under the Policy’s terms and conditions.
• Notify and provide any documents to Zurich Insurance if receiving any information relevant to the claim in any forms (any court/police notices/third party correspondences).
• For Emergency, please contact our 24-hour Emergency hotline at 2886 3977.

The following activities may constitute a breach the policy’s terms and conditions, including but not limited to:

• Refusing Breath test
• Settled with Third Party without prior consent
• Unlicensed driving/driving with expired driving license
• Insured car was in business use i.e. uber
• Drunk driving/drug driving
• Late report of claim

For details, please review the policy or contact your broker/agent or click here to tell us the best time for you and we will call you per your preferred time slot.

In general, when the claims settlement amount is smaller than the amount written on the policy i.e. paragraph 20(a), our Insured can still entitle the NCD during policy renewal. However, for claims which involved TP property damages or recovery, the NCD may be resumed after the next renewal since those cases normally take at least 1-2 years to determine the settlement amount.

For example:

Repair costs and expenses (e.g. surveyor fee) = $54,000

Excess = $5,000 Policy paragraph 20(a) = $50,000

Zurich’s settlement amount: $54,000 - $5,000 = $49,000

Since $49,000 fall within $50,000, the Insured can still maintain the same percentage of NCD

If the insured vehicle was stolen or immobilized over 48 hours due to an accident, the insured can contact Zurich 24-hour Emergency Hotline at +852 2886 3977. We will assist you for the rental car service. Please note that the rented car might not be the same brand and model as the insured vehicle.

Only the insured and named driver(s) in the policy are eligible to use the rented car. Upon the completion of the repair work, the rental car service will be terminated. Please keep your rental car expenses receipts for reimbursement and future recovery from third party purpose.

If the insured rented a car without the prior consent from Zurich, the rental car expenses will not be reimbursed by Zurich.  

Insured can provide the following document to Zurich by e-mail/ post:

1. Signed Letter of Consent (Must send the original to our company by post)
2. Driver’s ID card and Valid Driving Licence (applicable for unnamed driver)
3. Document to show that the driver has more than 2 years driving experience (applicable for unnamed driver)
4. Color photos of damaged vehicle
5. Vehicle repair quotation (repair works cannot carry out before the approval of our company; we will arrange vehicle inspection after received repair quotation)
6. Copy of Hong Kong Vehicle Registration Document

Excess is the fee that the insured need to pay. Except the theft loss excess, another excess will be calculated cumulatively. Excess will not be applied to loss or damage caused by fire self-ignition, lightning or explosion which arises independently and not out of any preceding accident involving the insured vehicle.

• “General Excess”: After insured's compensation is approved that need to pay
• “Unnamed Driver Excess”: The insured vehicle was driven by another person but not the “Named Driver” specified in the Schedule.
• “Young Driver Excess”: The insured vehicle was driven by a person under 25 years of age.
• “Inexperienced Driver Excess”: The insured vehicle was driven by a person who has not held for a period of 2 years a driving license or who is unable to prove more than 2 years driving experience.
• “Parking Damage Excess”: The insured vehicle was parked without notice.
• “Theft Loss Excess”: Any claim arising out of theft or attempted theft of the insured vehicle.

The garage will contact the Insured to pick up the repaired vehicle after completed the repair works.

The Insured shall check the repaired condition by themselves and be required to sign on the Discharge Form and confirm the payment of excess and depreciation. The balance will be settled between Zurich and the garage directly.

1. Remain calm and immediately report to the police and summon ambulance, avoid arguing with the other driver(s) for liability or otherwise.
2. In case of casualties, do not move the vehicles without permission of the police.
3. Do not accept/propose any compensation proposal to any third party(ies) before obtaining the prior written consents from Zurich Insurance, it will prejudice your rights of seeking indemnity under the Terms and Conditions of the policy.
4. It is suggested obtaining the name and address of the driver of the accident vehicle(s), the license plate number of the accident vehicle(s), the vehicle owner's name(s), the applicant’s name(s) and policy number of other vehicle(s) involved.
5. Notify Zurich Insurance (via intermediaries, if any) in seven days after the date of accident and submit the relevant documents as soon as possible, otherwise the rights and interests of the Insured under the policy may be affected.
6. Notify and provide any documents to Zurich Insurance if receiving any information relevant to the case in any forms (any court/police notices/third party correspondences).

The Police may prosecute the involved party(ies) in the traffic accident. If the third party is convicted and the Insured vehicle had been repaired, Zurich will obtain the third party particulars from the police and start recovery action against the liable party(ies).

If Zurich successfully recovered from the liable party(ies), Zurich would reimburse the recovered amount of excess (on a pro rata basis) and other expenses (if any) to the Insured. Besides, if the premium and Claim Free Discount (“CFD”, also known as "NCD") has been adjusted due to the concerned claim record, once the recovery action is successful (given that the balance of loss fall within the “Claim Free Discount protection” specified in the Policy Jacket), the Insured can apply for CFD reinstatement and premium refund (if any) through agent or Customer Care Centre.

Please note that the recovery process may take up to 1-2 years. Therefore, Insured’s premium and NCD may be adjusted in the first year of policy renewal. Zurich will notify the insured upon receipt of the successful recovered notice. Please be patient.

If Zurich successfully recovered from the liable party, Zurich would reimburse the recovered amount of excess (on a pro rata basis) and other expenses (if any) to the Insured.

As the duration of recovery process is subject to various factors, such as the attitude of third party towards the recovery and the handling procedure of third party’s insurer, the completion date of recovery cannot be confirmed. Having said that, Zurich will follow the recovery status regularly. If the third party does not respond to our recovery actions, Zurich may consider taking legal action against the liable party. If so, Zurich will notify the Insured in written and communicate the details of legal actions and relevant fees. The legal costs will be borne by both Zurich and the Insured on a pro rata basis. Insured should corporate with Zurich regarding the recovery activities, such as obtain Police Report and relevant documents, it will speed up the recovery actions.

If the third party gives no response to the claim raised by Zurich and/or the third party insurer does not handle the case on behalf of their Insured due to reason such as breach of policy condition, Zurich may consider taking legal action against the liable party to recover the loss. The legal fees will be borne by both Zurich and the Insured on a pro rata basis.

If the claim amount is above HKD75,000, Zurich will appoint a lawyer to proceed the recover action in the District Court. If claim amount is below HKD75,000, Zurich will pursue the recovery in the Small Claims Tribunal (“SCT”).