Hong Kong Airlines | TravelEase Customer Service & Claims

customer service & claims
for Hong Kong-originating flights

Here are important TravelEase contact details:

Emergency Medical Assistance
If you're covered under the TravelEase Round-trip plan and require emergency medical assistance, please call our 24-Hour Travel Guard Assistance Hotline (852) 3516 8699.

AIG Customer Service
If you have additional questions about TravelEase, would like to make changes to your policy or have any questions about your claims, please e-mail us or call our Customer Service Hotline at (852) 3666 7025 (Open Monday-Friday from 9 a.m. to 5:30 p.m. Hong Kong time).

Claims Inquiries
Detailed instructions for filing claims are included in our Travel Insurance Claim Form. Please note that you can file your claim no later than 30 days after the occurrence of the claimable event.

For COVID-19 related claims, please prepare the following documents:

Medical Expenses & Emergency Medical Evacuation & Repatriation of Remains / Out-of-country COVID-19 Diagnosis Quarantine Allowance

• Original hospital / medical bill(s) / receipt(s) / medical report stating diagnosis and the date of the injury/sickness commenced certified by a qualified medical practitioner

• Letter of referral from general practitioner for the medical treatment conducted by specialists, physiotherapists, etc.

Reimbursement of Journey Cancellation / Journey Curtailment

• Copy of original itinerary

• Documentation confirming trip cancellation

• Documentation confirming non-refundable/refunded amount

• Original receipt(s) showing any pre-paid costs or deposits made OR additional travel and/or accommodation expenses incurred after the commencement of the insured journey

• Medical certificate indicating diagnosis and reason that the insured is unfit for travel, if applicable.

• Death certificate, if applicable

• Proof of relationship to the insured, if applicable

Reimbursement of Journey Postponement

• Original documentation / receipts indicating the additional travel and/or accommodation expenses incurred after the commencement of the insured journey

• Documentation from common carrier or travel agent indicating the reason for travel re-arrangement.

• Documentation confirming non-refundable/refunded amount

If you have any questions, please visit our Online Brochure and FAQs Sections to learn more about TravelEase.