Frequently asked questions

Mox is an insurance agent appointed by QBE Hong Kong to distribute QBE Hong Kong’s general insurance products (Insurance Agency License No. GA1073). QBE Hong Kong is a general insurer, authorised by the Insurance Authority of Hong Kong (License No. 11788).

For further product-specific questions, you may contact QBE Hong Kong at https://www.qbe.com/hk/en/contact for further enquiries regarding QBE Hong Kong insurance products.

Mox Insure is an insurance distribution service offered by Mox. We are not the insurer.

For more details on which events are excluded, please refer to the policy wording.

You can choose between two payment methods, HKD Mox Account or Mox Credit (where available).

You can change your payment method between your HKD Mox Account and Mox Credit (where available).

To change your payment method:

1. log in to the Mox app;
2. go to ‘Mox Insure’;
3. under ‘Your policies’, click on the policy for which you would like to change the payment method;
4. click ‘View more details’; and
5. click on ‘Payment account’ to change your payment method.

Yes, if you update your personal details with Mox, you will also need to contact QBE Hong Kong directly to update your personal details. We will not update QBE Hong Kong of any changes to your personal details that were included in your policy application.

You may contact QBE Hong Kong’s hotline on +852 2828 1998 or at https://www.qbe.com/hk/en/contact to update your personal details with QBE Hong Kong.

To submit a claim:

1. log in to your Mox app;
2. go to ‘Mox Insure’;
3. under ‘Your policies’, click on the policy under which you wish to make a claim; and
4. scroll down to the 'Claims’ section and click on ‘Submit a claim’.

You will be redirected to the QBE Hong Kong eClaim website to complete the claim submission.

You can check the status of a claim in the Mox app.

To check the status of a claim:

1. log in to your Mox app;
2. go to ‘Mox Insure’;
3. select 'Claims';
4. you will see your claims listed with their current statuses;
5. click on any claim to go to the ‘Claim details’ page; and
6. the claim number is located at the top of the screen.

It generally takes 7 business days after QBE Hong Kong receives all required documents to process the claim. You can follow the status of a claim in your Mox app.

If you have specific questions and require further details on your claim, you can call the QBE Hong Kong claims hotline on +852 2877 8608 or email QBE Hong Kong claims team at claims.hk@qbe.com.

Yes, you can cancel a policy that you have purchased with Mox Insure. If you cancel a policy, QBE Hong Kong will send you a cancellation email that confirms the cancellation and indicate the date your protection under the policy will end.

To cancel your policy:

1. log in to the app;
2. go to ‘Mox Insure’;
3. under ‘Your policies’, click on the policy under which you wish to cancel;
4. scroll to the bottom and click ‘Cancel policy’; and
5. click ‘Confirm’ to cancel your policy.

We welcome your feedback as this helps us serve you better. You can contact us through:

1. in-app call or online chat functions in the Mox app;
2. call us on +852 2888 8228;
3. email us at care@mox.com; or
4. mail to us at G.P.O. Box 9488, Hong Kong

Once we receive your feedback/complaint, we will acknowledge receipt, review and conduct an investigation and respond within 30 calendar days.

If the feedback/complaint is related to a claim or policy, upon obtaining your consent, we will relay your complaint to QBE Hong Kong to ensure your feedback/complaint is handled appropriately.

The Personal Accident Cushion product generally covers accidental death, permanent disablement and medical expenses arising from personal accidents. Please refer to the policy wording for details of the coverage. This policy is underwritten and issued by QBE Hong Kong.

We currently provide 3 plans under Personal Accident Cushion – Basic, Value and Max. Each plan has different coverage, limits and pricing.

For information about the benefits of each of the Personal Accident Cushion plans, please refer to the Schedule of Benefits for Personal Accident Cushion in the Mox app and/or on our website.

When you take up your first Personal Accident Cushion policy, you can participate in a one-time promotional offer depending on the plan you choose:

1. Basic: You get the first 3 months premium free;
2. Value: You get a HKD60 cash rebate if you maintain the plan for the first 3 months; or
3. Max: You get a HKD100 cash rebate if you maintain the plan for the first 3 months.

If you cancel a Personal Accident Cushion policy and purchase another Personal Accident Cushion policy, you will not be able to participate in the one-time promotional offer for the new policy (even if you purchase a different plan).

If you are eligible to receive the cash rebate, we will credit it into your Mox Account by the last day of the fifth month.

For example, if you purchased your policy on 1 July 2025 and maintained it for the first 3 months, you will receive the cash rebate by 30 November 2025.

Currently, the monthly premium for each plan is as follows:

1. Basic: HKD20 per month
2. Value: HKD60 per month
3. Max: HKD100 per month

Yes, the Personal Accident Cushion provides coverage up to the limit specified in the Schedule of Benefits if you have an accident whilst travelling outside Hong Kong.

Please refer to the Schedule of Benefits and policy wording in the Mox app. To locate it:

1. log in to your Mox app;
2. go on ‘Mox Insure’;
3. under ‘Your policies’, click on the policy;
4. scroll down to the ‘Documents and resources’ section;
5. download the policy wording for details of the worldwide emergency assistance services; and
6. download the Schedule of Benefits, which specifies the coverage and limits of the worldwide emergency assistance services in respect of each plan.

The Schedule of Benefit and policy wording documents are also available on our website.

For customers who had already purchased a Personal Accident Cushion policy, please locate the policy wording and Schedule of Benefits in the email from us and QBE Hong Kong once your policy is issued.

To be eligible to apply for a Personal Accident Cushion policy, you must:

1. hold a HKID card and with regular place of residence in Hong Kong;
2. be a Mox customer with an active Mox Account;
3. be between 18 and 70 years of age during the policy period; and
4. must not have another Personal Accident Cushion policy in place.

If the personal details you provided to Mox are still valid and up-to-date, you are not required to provide any other documents to apply for a Personal Accident Cushion policy. When you apply for a policy, you will be asked to authorise Mox to pass your full name, HKID number, date of birth, occupation, email address, residential address, gender, phone number and Mox Account number to QBE Hong Kong and other members of the QBE Group (which consists of QBE Insurance Group Limited and its controlled entities, of which, QBE Hong Kong is a controlled entity) to apply for the policy.

No, you cannot. You can hold only one Personal Accident Cushion policy at one time.

No, you cannot. You are only allowed to buy the policy for yourself and not for or on behalf of another person.

We charge premium payments for a Personal Accident Cushion policy on a monthly basis. We will automatically deduct the premium payment from your HKD Mox Account or charge it to your Mox Credit each month.

If we are unable to collect the monthly premium on the premium due date, you will have a 7-day grace period to complete the payment. During this period, please ensure that you have sufficient balance in your HKD Mox Account or Mox Credit. If the premium cannot be collected by the end of this grace period, your policy will lapse and your protection will end.

Please note that any grace period granted is discretionary. Notwithstanding the grace period, QBE Hong Kong reserves the right to terminate this Personal Accident Cushion policy if the monthly premium is not paid by the due date.

We will automatically renew your policy at the end of your policy period. You will receive a renewal notification via email no less than 30 days prior to the end of your policy period with the renewal details.

No, it will not. Your monthly premium will remain unchanged after you renew your policy. Upon renewal, your current premium and policy benefits will remain the same throughout the covered period.

However, we reserve the right to adjust premiums in specific situations, for example, where there are significant changes in risk factors or regulatory requirements. The terms and conditions for any adjustments are set out in your policy document. We will, however, give you written notification in advance if there are any adjustments.

Yes, but you will only be covered until your next premium payment date. Without a Mox Account, you will not be able to pay your next monthly premium, and your policy will lapse. QBE Hong Kong, our insurance partner, will send a cancellation email indicating your last day of coverage.

No. Once cancelled, your policy cannot be reinstated. You will need to apply for a new policy.

Your Personal Accident Cushion policy premiums are listed on the Policy Schedule.

To check your premiums:

1. log into your Mox app;
2. go to ‘Mox Insure’;
3. under ‘Your policies’, click on the policy; and
4. scroll down to the ‘Documents and resources’ section and download the Policy Schedule.

The monthly and annual premiums for your policy are listed on the first page of the Policy Schedule.

You must submit your claims within 30 days of the incident.

You can submit the required documents to QBE Hong Kong via email at claims.hk@QBE.com. Please include your policy number in your email. QBE Hong Kong will contact you via email if additional documents are required to process your claim.

Your policy number is set out in the Policy Schedule for the policy.

To locate the Policy Schedule:

1. log in to the Mox app;
2. go to ‘Mox Insure’;
3. under ‘Your policies’, click on the policy under which you have made the claim; and
4. scroll down to ‘Documents and resources’ section and download the Policy Schedule.

Death claims cannot be submitted through the Mox app and need to be submitted directly by the relatives or estate administrators of the deceased to QBE Hong Kong.

To submit a death claim, please contact QBE Hong Kong’s claim hotline on +852 2877 8608 or email QBE Hong Kong at claims.hk@QBE.com within 30 days of the occurrence that gave rise to claim to receive further instructions.

No, you cannot. The Personal Accident Cushion policy does not allow claim payees to be a third party. The claim payee must always be the insured person (except where the claim is for death).

For further details, please contact QBE Hong Kong’s claim hotline on +852 2877 8608 or email QBE Hong Kong at claims.hk@QBE.com.

Where possible, you should always submit a claim via the Mox app (which will then redirect you to the QBE Hong Kong’s eClaims portal). However, if you are not able to access the Mox app, you can submit your claims directly through QBE Hong Kong’s eClaims portal at https://claims.QBE.com/claims/ or contact QBE Hong Kong claims hotline on +852 2877 8608 or email QBE Hong Kong at claims.hk@QBE.com within 30 days of the incident.

In the event of an emergency, you or your representative can call the 24-Hours Worldwide Emergency Assistance Service Centre in Hong Kong on +852 2862 0138.

For information about the types of emergency assistance included in the 24-Hour Worldwide Emergency Assistance Service, please refer to the Schedule of Benefits in the Mox app and/or on our website.

Travel Pick & Go is a travel insurance product that covers certain risks associated with travelling, including trip cancellations, medical emergencies, lost luggage, and other unforeseen events. Please refer to the policy wording for details of the coverage. Travel Pick & Go is underwritten and issued by QBE Hong Kong.

We currently provide 3 plans for Travel Pick & Go - Basic, Value and Max. Each plan has different coverage, limits and pricing.

For information about the benefits of each plan, please refer to the policy wording in the Mox app and/or our website.

You can purchase a Travel Pick & Go policy, only if you are a Mox customer with an active Mox Account. However, you can add other travellers, including people who are not Mox customers, as an ‘Insured Person’ under your Travel Pick & Go policy.

If someone is a ‘Insured Person’ under a Travel Pick & Go policy, this means they are covered by that policy.

You can purchase and hold more than one Travel Pick & Go policy at any one time, provided that:

• the period of insurance for any additional policy you want to purchase does not overlap with the periods of insurance for any existing policies you hold for the same traveller; and
• you do not hold more than 10 active Travel Pick & Go policies with the same periods of insurance.

No, you must purchase the Travel Pick & Go policy at least 4 hours before your trip commences.

You can purchase a Travel Pick & Go policy for your children aged under 18. However, children aged under 12 years old must be accompanied by an adult or senior who is also a traveller under the same policy.

If you purchased the event ticket using your Mox Credit Card, you can enjoy a higher limit for Missed Events of HKD1,500, HKD2,000 and HKD3,000 for Basic, Value and Max plans respectively.

Yes, you can purchase a Travel Pick & Go policy and for up to 15 travellers. You do not have to be one of the travellers.

Yes, provided that your trip has not begun, you can still purchase a Travel Pick & Go policy for your trip. You can purchase a Travel Pick & Go policy up to 90 days prior to departure date for your trip.

You may purchase a Travel Pick & Go policy for a trip duration of up to 182 days.

We offer two areas of coverage, Asia and Worldwide.

You can check if your destination is covered under the Asia coverage area in the Mox app or in the policy wording.

If your destination is not listed under the Asia coverage area, you should choose the Worldwide coverage area.

If your destination is a sanctioned country, the part of your trip in the sanctioned country will not be covered (regardless of the coverage area you select).

Coverage for a traveller under a Travel Pick & Go policy will start when they leave their place of residence or workplace for embarkation or 4 hours before the scheduled departure time of the common carrier which the traveller has arranged to take in Hong Kong, whichever is later.

Yes, they can still be covered under Travel Pick & Go policy, but those pre-existing conditions will be excluded from coverage. Please refer to the policy wording for details of the coverage.

Yes, however, the coverage under your policy would only apply within the geographic limit selected which, in this case, would be the countries and regions listed under the Asia coverage area.

In the example, you will not be covered during the dates that you are in Rome under your policy.

You need to depart from Hong Kong and return to Hong Kong for the trip to be covered.

In the example, since you are not travelling directly from Hong Kong to Australia, you cannot purchase a Travel Pick & Go policy that only covers your time in Australia.

You cannot change the period of insurance once the policy has been issued. You will have to cancel the existing policy (if required) and purchase a new policy.

You will not receive a refund for the cancellation.

Once your Travel Pick & Go policy is issued, you will not be able to change your plan. If you want to change your plan, you need to cancel your existing policy (if required) and purchase a new policy.

You will not receive a refund for the cancellation.

You can cancel your policy after the policy is issued, but we will not give you any refund.

Period of insurance refers to the period of coverage. For Travel Pick & Go, ‘period of insurance’ refers to the period beginning on the departure date and ending on the return date of your trip (which is the period during you are covered under the policy).

You may see the term “policy period” used in the policy documents of other insurance product(s) available on the Mox app. To clarify, “policy period” refers to the time when a policy is in force (i.e. starting from when the policy is first issued).

You can make a claim on the Mox app. If the claim relates to a traveller that is not you, you can still make a claim on behalf of the traveller on the Mox app.

Alternatively, the traveller can submit their claim through https://www.qbe.com/hk/en/eclaims.

Claims of travellers under 18 years old must be submitted by their parent or guardian on their behalf.