Common questions about MSIG travel insurance coverage in relation to the COVID-19

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MSIG Insurance (Hong Kong) Limited ("MSIG", "we" or "us") would ask that you take the time to read these terms and conditions carefully. In case of discrepancies between the English and Chinese versions of this statement, the English version shall prevail.

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By accessing this website and/or using the service offered through this website, you agree that such use is governed by the laws of the Hong Kong SAR and you agree to submit to the non-exclusive jurisdiction of the courts of Hong Kong SAR.

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Our website employs the 128-bit VeriSign Secure Socket Layer. All confidential online sessions between you and MSIG are protected up to a 128-bit encryption level. Encryption is a method of scrambling your information to protect its security during transmission across the Internet. Encryption transforms data into an unreadable form, and decryption reverses that process. Both encryption and decryption require the use of a special code, usually referred to as a key. The encryption of data provides a strong degree of protection against tampering while data is moving through the internet. Encryption protects your information against disclosure to third parties.

MSIG Insurance (Hong Kong) Limited ("MSIG", "we" or "us") would ask that you take the time to read these terms and conditions carefully. In case of discrepancies between the English and Chinese versions of this statement, the English version shall prevail.

PRIVACY POLICY

MSIG takes your privacy very seriously. To ensure your personal information is secure, we communicate and enforce our privacy and security guidelines according to the relevant laws and regulations. MSIG takes precautions to safeguard your personal information against loss, theft, and misuse, as well as against unauthorised access, disclosure, alteration, and destruction. Furthermore, we will not sell your personal information to anyone for any purpose. MSIG imposes very strict sanction control and only authorised staff on a need-to-know basis are given access to or will handle your personal data, and we provide regular training to our staff to keep them abreast of any new developments in privacy laws and regulations.

We will only retain your personal data in our business records for as long as it is necessary for business and tax purposes as permitted by the laws. We will require our agent, contractor or third party who provides administrative or other services on our behalf to protect personal data they may receive in a manner consistent with this policy. We do not allow them to use such information for any other purpose. If you have any questions or inquiries regarding our privacy policy, please feel free to contact us.

We may amend this Privacy Policy at any time and for any reason. The updated version will be available by following the 'Privacy Policy' link on our website homepage at msig.com.hk. You should check the Privacy Policy regularly for changes.

Personal Information Collection Statement
Personal information is data that can be used to uniquely identify or contact a single person. As our customers, it is necessary from time to time for you to supply us with your personal data in relation to the general insurance services and products ("the Product") that we provide to you and in order for us to deliver and improve the customer service. This includes but not limited to the personal data contained in the proposal form or in any document in relation to the Product or any claim made under the Product.

Mobile Devices
With your consent, we may send you push notifications about your insurance plan when you use certain location-based services provided by this mobile application. The application will ask you to turn on the Location Service of your smartphone in order to determine your location, but it will not store your location.

Your personal data may be used for obligatory purpose or voluntary purpose. If personal data are to be used for an obligatory purpose, you MUST provide your personal data to MSIG if you want MSIG to provide the Product. Failure to supply such data for obligatory purpose may result in MSIG being unable to provide the Product.

The obligatory purposes for which your personal data may be used are as follows:-

processing and evaluating your insurance application and any future insurance application you may make;
our daily operation and administration of the services and facilities in relation to the Product provided to you;
variation, cancellation or renewal of the Product;
invoicing and collecting premiums and outstanding amounts from you;
assessing and processing claims in relation to the Product and any subsequent legal proceedings;
exercising any right of subrogation by us;
contacting you for any of the above purposes;
other ancillary purposes which are directly related to the above purposes;
complying with applicable laws, regulations or any industry codes or guidelines; and
detecting and preventing fraud (whether or not relating to the policy issued in respect of this application).

The voluntary purposes for which your personal data may be used are any sales, marketing, promotion of other general insurance services and products provided by MSIG. The personal data we intend to use for voluntary purposes are your name, your address, your phone number and email address.

If you do not wish MSIG to use your personal data for the voluntary purposes listed above, you may notify us by writing to our Data Protection Officer at 9/F 1111 King’s Road, Taikoo Shing, Hong Kong. You may also notify us by filling in the General enquiry form. In your notification, you must identify yourself by providing us with your full name, HK ID number, contact number, together with your policy / certificate / acknowledgement number if you have one. (NOTE: The instruction will override all previous instructions relating to direct marketing that have been given to MSIG.)

If you wish to remove your membership registration data from this website or mobile application, you may notify us by writing to our Data Protection Officer at 9/F 1111 King’s Road, Taikoo Shing, Hong Kong. You may also notify us by filling in the General enquiry form. We will delete your data within 14 working days upon receiving your request.

In connection with any of the above purposes, the personal data that we have collected might be transferred to:

third party agents, contractors and advisors who provide administrative, communications, computer, payment, security or other services which assist us to carry out the above purposes (including medical service providers, emergency assistance service providers, telemarketers, mailing houses, IT service providers and data processors);
in the event of a claim, loss adjudicators, claims investigators and medical advisors;
reinsurers and reinsurance brokers;
your insurance broker;
our legal and professional advisors;
our related companies as defined in the Companies Ordinance;
the Hong Kong Federation of Insurers (or any similar association of insurance companies) and its members;
the Insurance Complaints Bureau and similar industry bodies;
government agencies and authorities as required or permitted by law;
fraud prevention organizations;
other insurance companies (whether directly or through fraud prevention organization or other persons named in this paragraph);
the police; and
databases or registers (and their operators) used by the insurance industry to analyse and check information provided against existing information.

In order to confirm the accuracy of your personal data, you agree to provide us with authorisation to access to and to verify any of your personal data with the information collected by any federation of insurance companies from the insurance industry.

Under the relevant laws and regulations, you have the right to request access to and to request correction of your personal data held by us. If you wish to exercise these rights, please write to our Data Protection Officer at 9/F, 1111 King's Road, Taikoo Shing, Hong Kong.

If you have any enquiries or require assistance with this Personal Information Collection Statement, please call us at +852 3122 6922.

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Common questions about MSIG travel insurance coverage in relation to the COVID-19

Common questions about MSIG travel insurance* coverage in relation to COVID-19

Get the latest on COVID-19 and other important Government information here.

Remember to wash your hands with soap and water regularly and to stay safe and healthy.

If I decide to cancel my overseas trip due to COVID-19, am I covered by my travel insurance?
Please note that there are three possible scenarios:
1. If you choose to cancel your trip, without any signs or symptoms of illness, this would not be covered by your travel insurance.
2. If you are diagnosed with, or display signs or symptoms of, serious sickness before you purchase our travel insurance, this would not be covered.
3. However, if you are diagnosed with a serious sickness and are certified by a registered Medical Practitioner as unable to travel overseas after purchasing your travel insurance, you may make a claim under the Trip Cancellation section of your policy. Our claims team will assess your claim based on the terms and conditions of your policy.
If Hongkongers are refused entry into a foreign country due to concerns over the spread of COVID-19, am I covered by my travel insurance?
This scenario is not normally covered by your travel insurance, however we have made special arrangements for this due to the exceptional coronavirus situation. If your trip is cancelled because you are unable to travel to Mainland China/Macau/Japan/South Korea or because your destination country has banned flights or immigration from Hong Kong travellers or the travel agent cancels the tour, as a result of the coronavirus outbreak; you can apply for a premium refund of your single trip travel insurance. We also suggest that you check with your travel agent, airline company or hotel in case they can provide you with options for re-scheduling or refunds of your other travel expenses.
Please send your enquiry or your request with your policy number, relevant supporting document, name and email address to hk_hotline@hk.msig-asia.com.
If I rearrange my trip due to COVID-19, without being infected, am I covered by my Travel insurance?
This scenario is not covered by your travel insurance.
If I’m not feeling well during my trip and am diagnosed with COVID-19, am I covered by my travel insurance?
If you are not feeling well during your trip and are diagnosed with COVID-19, please consult a local Registered Practitioner for diagnosis and treatment as soon as possible. Please keep all medical receipts and reports. You may submit a claim under the Medical Expenses section of your policy for any medical expenses you incur whilst overseas. Our claims team will assess your claim based on the terms and conditions of your policy.
If I’m not feeling well after returning to Hong Kong and I have been diagnosed with COVID-19, am I covered by Travel insurance?
Your medical expenses incurred in Hong Kong are not covered by your Travel insurance unless they are necessary follow-up consultations resulting from medical treatment originally received overseas. If this is the case, you may submit a claim under the Medical Expenses section of your policy for your follow-up medical expenses and our claims team will assess it based on your policy terms and conditions.
What can I do if I have been diagnosed with COVID-19 and need to be hospitalized overseas, but do not have enough cash for the admission deposit?
If it is confirmed by a registered Medical Practitioner that you need to be hospitalized under this scenario, and you need assistance with the admission deposit, please call our 24-hour Worldwide Travel Assistance hotline (852) 3122 6899. This payment will be subject to the approval of the Medical Practitioner of our Worldwide Travel Assistance Service taking account of the terms and conditions of your policy.
If I am hospitalized with COVID-19 overseas and need the assistance of my relatives, will my insurance pay for the travel of my relatives to assist me?
If you are diagnosed with COVID-19 and need to be hospitalized for more than 5 consecutive days, we can arrange and pay for round trip flight ticket (economy class only) and hotel accommodation for one of your relatives or other designated person to assist you for a maximum period of 5 consecutive days with maximum rate at HKD1,200 per day. Food and beverage cost and room services fees are excluded. Should you need assistance, please call our 24-hour Worldwide Travel Assistance hotline (852) 3122 6899 for this arrangement.

*This FAQ information is for reference only and applicable to iTravel Plus (Single Trip) and iTravel Plus (Annual). For details of coverage, terms, conditions, and exclusion, please refer to the policy wording.

E. & O.E.