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Claim Procedures

Note:

We strive to settle most claims within 2-3 weeks after we receive complete information and supporting documents. If you have submitted a claim to us and have received an acknowledgement message, we are looking into it.

During travel peak periods, we may take a longer time than usual to process your claim. We thank you for your patience.

1

Notify Us

  • If you are overseas and require emergency assistance, please call our MSIG Assist 24-hour hotline at
    +65 6323 8288.
2

Collect Information

  • Make a police report within 24 hours at the place of loss and request for a copy of the report for your claim submission.
  • Where the loss or damage occurs in the custody of an airline/cruise/train/bus operator, inform them and request for a Property Loss/Damage Irregularity Report.
  • Take photographs of the damaged items and retain the items for our inspection, if applicable.
  • In cases involving damage to property or bodily injury of a third party:
    a) note down the particulars of the third party
    b) obtain the details of the nature and extent of claim
    c) do not admit liability, settle or negotiate settlement without our prior approval
    d) immediately inform us when you receive any letter of demand, Writ of Summons, etc from the third party.
3

Submit Information

  • You may submit your claim notification online or download a copy of the claim form or request for the form to be sent to you.
  • Complete the claim form and submit it with all the necessary supporting documents to us.

Supporting Documents For Travel Claim

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You can help us to expedite your claim by providing the required documents promptly.

Supporting Documents For Travel Claim

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Compulsory Submission

1. Original completed claim form (Note: those who have submitted their claim notification online do not need to submit this)

2. Travelling itinerary, airline ticket, boarding pass or copy of passport with stamp showing the date of departure and return to Singapore.

3. Credit card statement showing the SGD equivalent charged to your card if your claim contains foreign currency payment.

Personal Accident, Medical Expenses, Emergency Medical Evacuation & Repatriation

1. Original medical bills/receipts

2. Medical Report/Discharge Summary/Doctor's Memo

Personal Baggage, Baggage Delay, Loss of Personal Money/Documents/Passport

1. Police Report lodged at the place of loss

2. Property Loss/Damage Irregularity Report

3. Photographs of damaged items

4. Purchase invoices/warranty cards for the items claimed, if applicable

5. Written confirmation from Carrier/Airline on period of delay/Baggage return acknowledgement slip (for delayed baggage)

Travel Delay, Overbooking/Missed Connection of Flight, Flight Diversion, Travel Disruption

1. Written confirmation from Carrier/Airline on period of disruption/interruption to the trip

2. Written confirmation from Tour Agent/Carrier/Hotel on amount refunded and additional charges (if applicable)

Travel Cancellation, Curtailment

1. Written confirmation from Tour Agent/Carrier/Hotel on Amount Refunded/Cancellation /Postponement Charges

2. Hotel accommodation confirmation advice/Travel deposit receipt

3. Proof of relationship (if applicable)

4. Medical Report/Medical notes certifying the diagnosis and not fit to travel (if applicable)

Rental Vehicle Excess Cover, Additional Costs of Rental Car Return

1. Rental Vehicle Agreement/Contract

2. Police Report/Evidence of the motor accident (eg. Photographs)

3. Original Excess Payment Receipt

4. Repair Bill

Personal Liability

(Note: please do not discuss liability, negotiate or make any admission offer promise or payment in connection with any occurrence or claim but forward any third party correspondence to us for our handling.)

1. Any letter of claim or documents received from the third party in relation to the claim

2. Photographs of damaged third party property

We will contact you for any additional documents that may be required.

FAQs

1. What's my claim status? / How soon can I get payment? 

Generally, our claims process is as follows:

a. After you have notified us of your claim, we will send you an acknowledgement letter.

b. Our claims officer will then review your claim and contact you for any additional documents that may be required.

c. Your claim will be processed within 2-3 weeks from the last receipt of complete submission of supporting information or documents. 

d. If you need a specific update on your claim, please email us at claims@sg.msig-asia.com and quote your claim reference number.

e. If your enquiry or request is urgent, please call our Claims Hotline at 6827 7660. Our operating hours are from 8.45 am to 5.30 pm, Mondays to Fridays (except Public Holidays).

During travel peak periods, we may take a longer time than usual to process your claim. We thank you for your patience. 


2. How do I file a claim? 

You may either submit your claim online here, or download the claim form from the blue "Download" button for submission to us by email, postfax or walk-in. 

Please remember to attach all relevant supporting documents


3. What supporting documents are required?

Please click here for the documents required for your respective claims. 

We will contact you for any additional documents that may be required. 


4. I want to submit a claim but would like to check on policy coverage first. / I want a confirmation on whether my claim is payable before submitting it.

Please refer to your policy documents to check on your policy coverage. 

Alternatively, you can also chat with Mae, our TravelEasy chatbot (for enquiries on TravelEasy policies only) or call our Customer Service Hotline at 6827 7602. Our operating hours are from 8.45 am to 5.30 pm, Mondays to Fridays (except Public Holidays).

Please note that in certain circumstances, we are unable to advise you or provide you with a firm answer on your claim, until we receive your claim form together with all relevant supporting documents. 


5. General enquiries.

Please refer to your policy documents to check on your policy coverage. 

Alternatively, you can also chat with Mae, our TravelEasy chatbot (for enquiries on TravelEasy policies only) or call our Customer Service Hotline at 6827 7602. Our operating hours are from 8.45 am to 5.30 pm, Mondays to Fridays (except Public Holidays).


6. If my baggage was lost when I reached Singapore, can I claim for food items such as chocolates that was in my baggage?

No. The policy only covers for loss of baggage outside of Singapore. Perishables, fruits, food and drink products are not covered under the policy. Please refer to your policy documents for the full list of excluded items.  


7. Can I submit a claim if I lost my smartphone/tablet/iPad?

Yes, we will pay for the accidental loss or damage to the items up to a limit of S$500 per item. You are also required to report the loss within 24 hours of discovery to the local police and must have not checked-in the items at the time of loss. 


8. If I lost my laptop overseas, can I file a claim?

Yes, you may submit a claim for the accidental loss of your laptop subjected to a limit of $1,000. You are also required to report the loss within 24 hours of discovery to the local police and must have not checked-in the items at the time of loss. 


9. My flight was delayed due to mechanical breakdown but the airline is unable to provide me with a confirmation letter. What should I do?

Please check your policy documents for the minimum number of hours of delay required for you to qualify for this benefit.

Generally, airlines will provide documentation explaining any delay if approached by its passengers.


10. I had to pay for the windscreen excess of my overseas rental car after the windscreen was damaged by a stone. Can I file a claim under the Rental Vehicle Excess?

Yes, we will pay the rental vehicle excess that you are legally liable to pay provided that it is a result of an accidental loss or damage. Please note that tyre punctures are not covered under the policy.


11. If I am overseas and need some assistance from your MSIG Assist Hotline, can I do a call-collect?

Yes, please request the overseas operator assistant to arrange for a call-collect with our MSIG Assist Hotline operator, AAI. If the country operator is unable to arrange for call-collect, please call the MSIG Assist Hotline and request for a return call so that the bulk of the overseas call charges are absorbed by us.


12. If the authority is unable to contact my family members or my travel insurance company in the event of a medical emergency/evacuation, can I submit a claim upon my return to Singapore?

Please contact our MSIG Assist Hotline immediately for any medical emergency or evacuation to allow us to assess the injury, illness and coordinate the evacuation process.


13. If I am consulting a specialist following an accident, do I need to get a referral letter from the clinic before claiming for the specialist consultation?

If your policy covers medical expenses, we will pay for the medical, surgical, hospital fees or charges necessarily and reasonably incurred to treat an injury, provided that such fees are charges are required for professional services from a physician and/or at a hospital prescribed by such physician.  

We will assess specialist consultations without referral on a case-by-case basis.


14. If I have consulted a Traditional Chinese Medicine (TCM) practitioner while I was overseas, can I claim?

Please refer to your policy documents as each policy provides a different TCM coverage.

Generally, TravelEasy pays for necessary and reasonable treatment expenses incurred up to the limit stated in your policy, provided that these fees and charges are supported by receipts from a licensed or registered Chinese Physician/Chiropractor.


15. If I were unwell overseas and did not seek medical treatment overseas, can I see a doctor and claim my medical expenses after I return to Singapore?

Please check your policy documents on the time limit to consult a doctor and submit a medical expenses claims under your policy.

Generally, TravelEasy will cover medical expenses in Singapore, provided that the medical treatment was received within 72 hours of your return.