Insurance

Your safety and security truly matter to us. We offer free insurance to all our riders.

Enquiries

As a Deliveroo rider, you are protected by our accident insurance – whenever and wherever you’re out on the road with us in Hong Kong. This includes the whole time you’re online, as well as up to one hour after you go offline.

Please find more information and submit your enquiries here at:

Phone: +852 2301 7000
Email: deliverooclaims@marsh.com
Operation Hours : 9AM – 5:30PM (Mondays to Fridays)

Submit your claims here

You can find all insurance information at this page.

Below are the areas that you would be covered

Rider personal injury and income protection insurance

  • Covers all riders when working, including cyclists, scooters & walkers.
  • Gives you supporting income in case you can’t work because of an accident that happened when riding.
  • A lump sum payment would be provided for more serious injuries.

Click here for more infomation.

Insurance for your substitutes

You and your substitute are also entitled to be covered by our free rider personal injury and income protection insurance when working. This gives them supporting income in case they can’t work because of an accident that happened when riding.

Click here to learn more about substitution

Frequently asked questions

  • Who is covered under the policy?
    1. You: As a Deliveroo rider, you are protected by our accident insurance.
    2. Your substitute: If you have someone else working for you as a substitute, they are protected too.

    Remember, our rider third party liability insurance does not replace your own motor insurance. If you use a scooter, motorbike or car to do deliveries, you still need to purchase your own motor insurance – this is a legal requirement.

    Want to learn more? Go to this page for more information.

  • When and where will I be covered?

    From 27th September 2018 onwards, you are covered automatically by our accident insurance – whenever and wherever you’re out on the road with us in Hong Kong. This includes the whole time you’re online, as well as up to one hour after you go offline.

    Want to learn more? Go this page for more information.

  • What should I do if I’m involved in an accident? How can I make an insurance claim?

    Safety is our priority here at Deliveroo. If you’re involved in an accident while working with us, here’s what you should do:

    1) Check everyone involved is safe. Safety always comes first, so the first thing you should do is stop and check everyone involved in the accident is safe.

    2) Contact the emergency services. In the event of an emergency, call the emergency services to make sure you get any assistance and medical treatment you need. A doctor must be consulted as soon as possible after an accident.

    3) Exchange details. If someone else is involved, you should stop and give your details to them – including your full name, your rider ID, your address, and if relevant, your vehicle registration number. You should also get their details. If you don’t exchange details at the time of the accident, please report it to the police within 24 hours.

    4) Contact us and Marsh. As soon as possible following the accident, please let us know what happened so we can confirm everyone’s safety and offer you support. You can make an insurance claim at https://deliveroo.marsh.com/claims-process# – we can talk you through the process, if you need us to.

    Even if you’re unsure if you or someone else was at fault, we recommend reporting it to Marsh.

    Want to learn more? Go to this page for more information.

  • What happens if my substitute has an accident? How can they make a claim?

    If your substitute has an accident while riding with Deliveroo, they will need to follow the same process we’ve set out in the answer here. The insurance covers whoever is online using the Deliveroo Rider app at the time of an accident will need to report the claim.

    Want to learn more? Go to this page for more information.

  • Can my substitute use my account when I am under the assessment of an insurance claim?

    Yes, however Deliveroo will provide the delivery records and service fees invoice to the insurance company upon request for assessment. If you have appointed a substitute during the claimed period, you are responsible to provide proof of the substitute appointment.

    Proofs of substitution include, but are not limited to:

    • Substitutes’ ID copy
    • Any transaction records between you and the substitute
    • Any declaration statement on your substitute appointment

    If you have any questions, please contact Rider Support or Marsh for more information.

    Want to learn more? Go to this page for more information.

  • How do I make a claim?
    1. As soon as possible after the accident has happened, please report it to Marsh directly and fill out the claims form https://deliveroo.marsh.com/claims-process#.  
    2. Marsh will contact you directly to get everything they need to investigate and process the claim. They will take care of everything for you when it comes to your claim – including answering your questions.
    3. If your claim is approved, payment to you will be made directly to your bank account, and you will be notified by Marsh to confirm payment and the amount. If a payment is made to a third party, Marsh will do this on your behalf. 
    4. Each claim is different, but Marsh handles all claims as quickly as possible and keeps you informed, every step of the way. Payments are made electronically and are processed immediately once agreement has been reached.

    Want to learn more? Go this page for more information.

  • What information will I need to provide during a claim?

    You’ll need to provide some evidence to support your claim – either when you first make the claim, or at any time during the claims process.

    Marsh will probably ask you:

    • Can you explain what happened?
    • When did the accident take place?
    • Where did it happen?
    • Did the accident cause any damage to someone else’s vehicle or property?
    • Do you have any photos of any damage?
    • Can you provide names and contact details for anyone else who was involved in this accident?
    • Did anyone see the accident? If so, can you provide their name and contact details?
    • If you have a statement and reference number from the police, can you share this?

    Want to learn more? Go to this page for more information.

  • Do I need to update my personal details in order to make a claim?

    It’s important that you make sure we have the right information about you, including your full name, email address and vehicle type, so you can be protected by our insurance. Please reach out to us if you wish to update your personal information.

    Want to learn more? Go to this page for more information.

  • What happens if I work for other companies too?

    Lots of riders work with Deliveroo and other companies at the same time. You’re completely free to do that and you will still be covered by free accident insurance when you work with us.

    However it’s worth knowing that if an accident happens while you’re offline, or you haven’t been online in the Deliveroo app in the past hour, you won’t be covered for any claims.

    Want to learn more? Go to this page for more information.

  • Will my scooter and kit be insured?

    Your own vehicle and other items of kit will not be covered. If your kit has been damaged and you want to replace it, please reach out to us.

    Want to learn more? Go to this page for more information.

  • Do I have to pay anything towards the cost of any damage?

    Whenever you’re out on the road with us, you are protected by our free rider insurance cover in the event of an accident.

    If you’re involved in accident that causes damage to someone else’s property, our rider insurance will provide up to USD1.5 million of coverage, subject to a USD100 policy excess. This means you may need to pay USD100 towards approved claims of this type, no matter who’s to blame for the incident.

    Want to learn more? Go to this page for more information.