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Car Insurance Claims Guidelines

At Kwiksure our aim is to be as helpful as possible so that you can make decisions you are happy with and to ensure your car insurance claim is processed as smoothly as possible. Here we have highlighted some important things to be aware of when a claim is processed:

  • At the first instance that a crash occurs, it is best to remain composed and avoid immediately admitting full responsibility as doing so may limit your insurance company's ability to negotiate the claim on your behalf.
  • At the scene of the accident, please note down the name, HK identification number (HKID) and vehicle registration number of the third parties involved. If the third parties do not provide their name, HKID, and car registration at the time, they must do so with 24 hours at any police station.
  • If you decide to file a claim, we advise you to report your claim to us and the insurance company as soon possible to minimize any delay in getting your claim processed.
  • Policyholders must fill in the insurance provider's claim form in order for it to be registered as a claim. Verbally calling in your claim by phone cannot be considered as filing a claim, you must submit a claim form. Please ensure that you complete each field as thoroughly as possible. If you are unsure of how to complete certain sections, please contact one of our claims staff who will be happy to help.
  • Your application should be accompanied by the police reference number associated with the accident in question, if applicable. It is crucial that you do not take any action without the consent of the insurer. However, claims for broken windscreens usually do not require a police reference number. Some insurance companies have designated car servicing companies that will be recommended for you to use for certain types of repairs.

Claims Deadlines

  • It is crucial to file your claim within the deadline stipulated by your insurer. Deadlines may vary between different insurers but typically last between 7 to 14 days from when the incident occured. It is best to confirm the date with your insurer so that your claim can be processed in a timely manner. If you fail to submit your claim in on time, it may be rejected by the insurance provider.

Summons, Official Documents and Court Outcome

  • After a car accident, the police will conduct an investigation into the case. Once a conclusion has been reached as to who is responsible, a prosecution letter will be issued to all parties involved in the incident.
  • After a 2-4 weeks, the party deemed to be at fault will receive a summons and be required to go to court.
  • Upon receiving the summons, the insurance company will issue its stance on the incident and whether or not a solicitor will be allocated to join you in court.
  • Therefore, it is imperative that you, the driver, relay all third party letters, including the summons in relation to the incident, to our claims team. 

Making a Claim

We provide you with the most comprehensive policy support available. When you work with us you have access to our expert claims department who will be able to assist you with any claims that you make, acting as your point of contact with the insurance company. 

In the event that you have to make a claim here are some simple guidelines to follow: 

  • Contact us: In the event that you need to make a claim contact us as soon as possible. We will then confirm your contact details and send you the necessary documents to be completed. 
  • Fill out the forms and documents that we provide: When you have received the documents that we have sent you please fill them out and return them to us as soon as possible. 
  • Return the documents: When we have received your completed claims forms we will then pass them on to the insurer and keep you informed as to the status of your claim. 

Our claims department helps to make the claims process for our customers extremely easy. By liaising with both our clients and the insurer we help to make the claims process as smooth and efficient as possible. 

Things to remember 

When you make a claim you will be asked to complete a claims form and return it, along with some additional documents, to us in order for processing. One of the documents that you must obtain in the event of an accident is the Police report concerning the incident. This document will help speed up the claims process and ensure that you are reimbursed as soon as possible. In the event that we need any additional documents we will notify you when we send out the claims forms. In addition to completing the paperwork it is important that you make copies of everything that you have sent to us or the insurer. This is important for your records, and ensures that there are additional copies of the documents in the event that your documents are lost. 

We aim to make the claims process as easy as possible and our relationships with the insurance companies that we work with mean that we will always have the information about your claim when you need it.