File a claim

File a claim
File a claim
Personal - Travel
Travel claims

Step 1

According to which is applicable, look through the respective list and prepare the indicated documents within 30 days of completion of the journey:

General section
Please note of the following requirement and submit (for all claims):
  • Copy of certificate of insurance
  • Proof of travel, i.e. original boarding passes, air ticket or copy of passport
  • List of documents requested
Claim will be processed and finalised upon receipt of the above mentioned documents. We reserve the right to request for further document(s)/information to support the assessment of claim.
Personal accident medical, dental and other expenses
Please submit:
  • All original medical invoices and receipts – for medical expenses claim
  • Admission/Discharge report – for hospitalization claims only
  • Receipts for additional expenses claimed for additional travel & accommodation – for hospitalization claims only
  • Medical reports, regular doctor reports
  • Death certificate if applicable
  • Accident report, investigation report and police report if applicable
  • Post mortem report if applicable
Trip cancellation / curtailment
Please submit:
  • A copy of flight itinerary indicating the original flight details
  • Booking invoice with terms and conditions, and payment receipts
  • Medical report, death certificate if applicable
  • Proof of relationship, if applicable
  • Written confirmation of the amount of refund from the travel agents or airlines
  • Invoice & receipt for charges incurred in amending or purchasing additional air ticket (for trip curtailment)
  • Written advice from the attending medical practitioner confirming advisability to cancel or curtail the trip due to the illness or injury sustained by you / your relatives (as defined in the policy) or travel companion
Travel delay / Baggage delay / Overbooked flight / Flight misconnection / postponement / Replacement of traveller / Diversion
Please submit:
  • A copy of flight itinerary indicating the original flight details
  • Travel delay / diversion: Written confirmation from carrier on the duration and reason(s) for delay / diversion
  • Travel overbooked / misconnection: Written confirmation / acknowledgement receipt from airline confirming the overbooked / misconnected flight details and when the next alternative transportation is made available
  • Baggage delay: Written confirmation / acknowledgement receipt from airline on the date and time of baggage received.
  • Trip postponement / Replacement of traveller: Receipts of administrative charges
  • Trip postponement / Replacement of traveller: Proof of relationship, if applicable
  • Trip postponement : A copy of death certificate, if applicable
Baggage, personal effects, money, travel documents
Please submit:
  • Purchase receipts and/or warranty cards for lost items, if any
  • Documents stating amount of compensation from airlines or other sources
  • Property irregularity Report for losses / damage in carriers’ custody, if applicable
  • Damage claims: Photographs to show the extent of damage and repair invoices
  • Theft / Loss claims: Police report / loss report lodged at the place of loss within 24 hours
  • Theft / Loss claims: A list of items stolen with the information on make/model, date of purchase and purchase price
  • Theft / Loss claims: Receipts for additional costs incurred in replacing lost travel document
  • Purchase of essential items: Receipts of the essential items purchased
Home care benefits
Please submit:
  • Home care benefits
  • Receipts of all items claimed. If not available, provide description of items and the date, place and price of purchase.
  • SCDF report, if applicable
Study interruption
Please submit:
  • A copy of the death certificate of the family member (if applicable)
  • Proof of relationship for death of family member (if applicable)
  • A copy of your hospitalization bill
  • Regular medical practitioner report – for hospitalisation claims only
  • Admission/Discharge report – for hospitalisation claims only
  • Proof of tuition fees payment to the educational institution
Personal liability
Please submit:
  • Forward all correspondence & documents from third parties to us for our handling
Hijacking inconvenience
Please submit:
  • Written confirmation of the airline confirming the incident and duration.
Rental car excess cover
Please submit:
  • Copy of car rental agreement.
  • Invoice and receipt from the rental agency for car rental
  • Copy of driver’s driving license at the time of accident.
  • Copy of overseas motor insurance policy if available.
  • Copy of police report / accident report, if applicable
  • Receipts of the excess paid

Step 2

Additional information

  • Emergency assistance

    Emergency assistance while abroad

    While overseas, if you require emergency assistance, please contact our 24-hour hotline +65-63222566 in respect of the following services:

    • Locate the nearest appropriate consulate or embassy while overseas
    • Assist in retrieving your lost baggage
    • Assist in retrieving your lost passport or other travel documents
    • Telephone medical advise
    • Arrangement for hospital admission
    • Emergency evacuation/repatriation
    • Monitoring of medical condition

    Emergency medical assistance and evacuation / repatriation

    • 24 hour emergency telephone service is operated for your benefit by a specifically designated assistance company
    • Please note that repatriation expenses will be covered under the policy only if arranged through the designated assistance company

  • Travel claims FAQ

    Download FAQs (PDF)