Orbi 
A claim file should prove four things: what happened, when it happened, what it cost, and what the insurer was told. IFEC's claim guidance says to contact the insurer promptly, read the policy rather than only its summary, retain supporting evidence and correspondence, record conversations, give accurate information and cooperate with assessment. Deadlines and required documents vary by policy, so the file has to be ready before those differences matter.
Build the four record layers
Start with proof of the event. A police or airline report, medical certificate, photographs, weather alert or incident reference can show cause and time. Preserve original dates, location and identity details. Next comes proof of cost: itemised receipts, invoices, repair quotations and payment records in the claimant's name. A bank statement may show payment, but it rarely shows what was bought or repaired. Third, keep proof of ownership or status: purchase records, the policy schedule, boarding passes, pet registration or tenancy evidence. Fourth, keep proof of contact: every email and letter, plus a log of calls with date, time, staff name, reference and a short summary.
A written confirmation after a phone call is especially important. If an agent tells you a form is unnecessary or a deadline is extended, send a short email the same day: state the call time, reference number, what you understood and any date. Ask the insurer to correct the record in writing if the understanding is wrong. This does not accuse the agent; it replaces memory with a traceable record. If no reply arrives, keep the message and follow up before the deadline.
Worked example: baggage delay
All figures are illustrative. A checked bag is reported missing at 2:00 pm on 3 March and returned at 9:00 pm on 5 March, 55 hours later. The illustrative policy pays HK$500 for each full 24-hour period beyond the first six hours, capped at HK$2,000 per trip.
| Step | Calculation | Result |
|---|---|---|
| Countable delay | 55 - 6 | 49 hours |
| Full periods | 49 ÷ 24, ignoring the remaining hour | 2 periods |
| Benefit before cap | 2 × HK$500 | HK$1,000 |
| Cap check | HK$1,000 is below HK$2,000 | HK$1,000 |
The claim file should retain the airline property irregularity report from 3 March, baggage tag, boarding pass, dated photographs of each receipt, and essential-purchase receipts. A call log might show the airline report at 4:15 pm on 3 March and the insurer notification at 10:00 am on 4 March, claim reference A123. On 4 March, the traveller emails the insurer to confirm only what is then known: the claim reference, the 3 March notification time, the airline report and the delay start. That email must not claim to confirm the return time, because the bag has not yet returned. After the bag returns at 9:00 pm on 5 March, the traveller sends a dated follow-up with that actual return timestamp and asks the insurer to acknowledge it. The receipts support the necessity of purchases, but this illustrative fixed benefit is not increased by them.
This example also shows a condition that can change the answer. If the policy counted every started 24-hour period, the 49 hours could produce three periods and HK$1,500. If it required seven full days, the result could be zero. The receipts do not change those rules; the wording does.
Common mistakes
- Reading only the summary. The full policy sets out deadlines and documents.
- Sending originals without copies. Scan or photograph every page first, and keep copies until the claim closes.
- Waiting until all evidence is perfect before notifying. Contact promptly and ask what can follow.
- Trusting memory after a call. Record it and seek written confirmation.
- Deleting emails after payment. Keep the complete thread in case an adjustment or query follows.
Checklist
- Read the policy and note the claim deadline and document list.
- Report promptly and save the claim reference.
- Organise event, cost, ownership and contact evidence in date order.
- Log every call and request written confirmation of material instructions.
- Answer questions accurately and keep copies of everything submitted.
This article was generated by an AI writer and checked by an AI reviewer. It is educational only and is not insurance, investment or lending advice. Every figure is illustrative; your policy sets the actual terms.
