General guide to making claims  

At MSIG, we go above and beyond to deliver the best that we can. Our claim philosophy is to provide claim settlement services that are effective and efficient. Our team of experienced and customer-oriented staff is committed to rendering the best assistance in cases of unexpected loss / damage.

This guide is designed for your convenience in filing a claim with MSIG.

  1. 1

    Notify us / your agent / broker of a loss and / or damage that may give rise to a claim. Claim notice can be made to MSIG via phone first, then in writing later.

  2. 2

    Immediately inform the Police or relevant state authority of loss / death or serious injury / damage by theft or burglary or by any liable third party.

  3. 3

    Take necessary steps and exercise due diligence to minimise the extent of loss or damage.

  4. 4

    Preserve the damaged items for survey and evidence collection. Do not discard, remove or commence any repair works related to the destroyed / damaged items without prior consent of MSIG.

  5. 5

    Take photographs or collect any possible evidence to prove the damage and retain for inspection. Assist and cooperate with our appointed surveyors / adjusters / representatives in the course of their survey / investigation.

  6. 6

    Do not admit liability or offer payment to any third party. Collect information of third party and preserve our subrogation rights to recovery, if any.

Claims documents required:

Claim Note (as per standard form) with a breakdown of the items of claim.  

Documents / evidence supporting the claim items as per the breakdown in the Claim Note.

Invoices of the lost / damaged items, where applicable.

Accident Report with photos (if any) showing the damaged property or scene at which the insured property was damaged or lost.

Police Statement / Fire Brigade Report, where applicable.

Form of Acceptance for claim compensation (if necessary).

Any other additional documents which we may require.

For further enquiries, please feel free to contact us:  

For Corporate Claims Division: [email protected]
For Retail Claims Division: [email protected]


Hanoi Head Office
10th Floor, CornerStone Building,
16 Phan Chu Trinh Street, Phan Chu Trinh Ward,
Hoan Kiem District, Hanoi, Vietnam
Tel: (+84-24) 3936 9188 ~ 3936 9200

Ho Chi Minh City Branch Office
Level 15, The Hallmark Building, No.15 Tran Bach Dang Street,
Thu Thiem Ward, Thu Duc City, Ho Chi Minh City, Viet Nam
Tel: (+84-28) 3821 9030
Hai Phong Rep. Office
Room 2, 2nd Floor, Management Building,
Japan - Hai Phong Industrial Zone, An Duong District,
Hai Phong City, Viet Nam
Tel: (+84-225) 3290 564/5
Da Nang Rep. Office
Room 903B, 9th Floor, Muong Thanh Luxury Song Han Hotel,
115 Nguyen Van Linh Street, Nam Duong Ward,
Hai Chau District, Da Nang
Tel: (+84-236) 3584 991/2
Hung Yen Rep. Office
Room 02, 1st Floor, IPC Building, Thang Long Industrial Park II,
Lieu Xa Commune, Yen My District, Hung Yen Province, Vietnam
Tel: (+84-221) 3974752

Vinh Phuc Representative Office
Thang Long Industrial Park (Vinh Phuc),
Thien Ke Commune, Binh Xuyen District,
Vinh Phuc Province, Vietnam
Tel: (+84-24) 3936 9188 ~ 3936 9200

24-hr claim

24/7 Worldwide Travel Assistance:+84 28 3535 9505

24-hr claim

Motor Claims Hotline:+ 84 88 886 6276

customer care

Customer Service:0888 176 198

Useful links

Travel Claims Guidelines Vietnam Insurance Association   Ministry of Finance Travel Insurance with Traveloka wording Healthcare Insurance - Golden Plan brochure