Travel Insurance

Claim Procedure

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: 
    1. note down the particulars of the third party 
    2. obtain the details of the nature and extent of claim 
    3. do not admit liability, settle or negotiate settlement without our prior approval 
    4. 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.
  • Submit your claim online to receive your claims payment faster and hassle-free through FAST or PayNow payment options.

Travel - Online claims submission

  • Complete the claim form and submit it with all the necessary supporting documents to us.
Important Notes:

 

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.

Text
Supporting Documents for Travel Claim

You can help us to expedite your claim by providing the required documents promptly.
We will contact you for any additional documents that may be required.

Checklist
Print
Compulsory Submission
Personal Accident, Medical Expenses, Emergency Medical Evacuation & Repatriation
Personal Baggage, Baggage Delay, Loss of Personal Money/Documents/Passport
Travel Delay, Overbooking/Missed Connection of Flight, Flight Diversion, Travel Disruption
Travel Cancellation, Curtailment
Rental Vehicle Excess Cover, Additional Costs of Rental Car Return
Personal Liability

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

FAQs
1. What is my claim status? How soon can I get payment? 

Generally, our claims process is as follows:

  1. After you have notified us of your claim, we will send you an acknowledgement letter.
  2. Our claims officer will then review your claim and contact you for any additional documents that may be required.
  3. Your claim will be processed within 2-3 weeks from the last receipt of complete submission of supporting information or documents. 
  4. If you need a specific update on your claim, please email us and quote your claim reference number.
  5. If your enquiry or request is urgent, please call our Claims Hotline at 6827 7660. Our operating hours are from 8.45am to 5.30pm, 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 "Download" button above for submission to us by email, post, fax or walk-in.

Please remember to attach all relevant supporting documents listed above. 

3. What supporting documents are required?

Please refer to the Supporting Documents section above for a list of required documents for your respective claims or download the list here.

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 chatbot (for enquiries on TravelEasy®, TravelEasy Pre-Ex® and Global Study 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 chatbot (for enquiries on TravelEasy®, TravelEasy Pre-Ex® and Global Study 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 were 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 S$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 or 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 and 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 was 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.

Events Affecting Cover

Novel Coronavirus (Covid-19) outbreak

Updated on 13 Mar 2020

The World Health Organisation (WHO) first declared the Covid-19 outbreak to be a global health emergency on 30 Jan 2020 and has since declared that it is a pandemic. As it is anticipated that more countries will be affected, we consider these developments to be a known event globally from 27 Feb 2020.

We would like to highlight how known events and travel advisories can affect your policy coverage which you need to be aware of when planning for your trip.

Our travel insurance does not cover any claims arising from Novel Coronavirus (Covid-19) outbreak for trips to or passing through these destinations if the policy or trip is purchased on these dates or later:

  • 22 Jan 2020 for Wuhan
  • 23 Jan 2020 for Hubei Province
  • 27 Jan 2020 for Mainland China (excluding Hong Kong, Macau & Taiwan)
  • 23 Feb 2020 for Daegu or Cheongdo of South Korea
  • 27 Feb 2020 for South Korea, Italy, Iran, Japan and other destinations

As the situation develops, other policy cover changes may be made due to the events that are made known by the media or government. Please refer to Singapore Ministry of Foreign Affairs for the latest update on travel advisories.

 

1. Does MSIG travel insurance cover me for Covid-19? (Applies to Single Trip and Annual Plans.)

a) For policy and trip purchased before 27 February 2020

For policy AND trip bought
before the purchase cut-off date on

For travel to or through

Departure cut-off date

Pre-Trip Benefits

such as travel cancellation and postponement

During Trip Benefits

such as overseas medical expenses, shortening the trip and travel disruption

22 Jan 2020

Wuhan, China

Departing from 22 Jan 2020

The policy covers travel cancellation or postponement claim if your trip is departing within 30 days subject to assessment of your claim based on policy terms and conditions.

If your travel start date is before the departure cut-off date:

 

  • We cover you during your trip as per policy terms and conditions. E.g. If you fall ill overseas due to Covid-19, we will cover your medical expenses as per policy terms and conditions. 

If your travel start date is on or after the departure cut-off date:

 

  • We do not cover you for claims related to Covid-19 as there is non-essential travel notice advising against travelling to the destination. However, we will still cover you for claims not related to Covid-19 such as baggage delay, loss of travel documents or medical expenses due to injury. 
23 Jan 2020

Hubei, China

Departing from 23 Jan 2020

27 Jan 2020

Mainland China (other than Hong Kong, Macau and Taiwan)

Departing from 27 Jan 2020

23 Feb 2020

Daegu or Cheongdo in South Korea

Departing from 23-26 Feb 2020

27 Feb 2020, 0000hrs

South Korea, Italy, Iran

Departing from 27 Feb 2020

The policy covers travel cancellation or postponement claim if your trip is departing within 30 days subject to assessment of your claim based on policy terms and conditions.

If your travel start date is before 27 Feb 2020:

 

  • We cover you during your trip as per policy terms and conditions. E.g. If you fall ill overseas due to Covid-19, we will cover your medical expenses as per policy terms and conditions. 

If your travel date is on or after 27 Feb 2020: 

 

  • We do not cover you for claims related to Covid-19 as there is non-essential travel notice advising against travelling to the destination. However, we will still cover you for claims not related to Covid-19 such as baggage delay, loss of travel documents or medical expenses due to injury. 
27 Feb 2020, 0000hrs

Japan

Departing from 2 Mar 2020

The policy covers travel cancellation or postponement claim if your trip is departing within 30 days subject to assessment of your claim based on policy terms and conditions.

If your travel start date is before 2 Mar 2020:

 

  • We cover you during your trip as per policy terms and conditions. E.g. If you fall ill overseas due to Covid-19, we will cover your medical expenses as per policy terms and conditions. 

If your travel start date ison or after2 Mar 2020: 

 

  • We do not cover you for claims related to Covid-19 as there is non-essential travel notice advising against travelling to the destination. However, we will still cover you for claims not related to Covid-19 such as baggage delay, loss of travel documents or medical expenses due to injury. 
27 Feb 2020, 0000hrs

Any other destination not listed above. 

Departing from 12 Mar 2020

The policy covers travel cancellation or postponement claim if your trip is departing within 30 days subject to assessment of your claim based on policy terms and conditions. 

If your travel start date is before 12 Mar 2020: 

 

  • We cover you during your trip as per policy terms and conditions. E.g. If you fall ill overseas due to Covid-19, we will cover your medical expenses as per policy terms and conditions. This is provided there is no travel advisory against travelling to your planned destination and WHO has not declared epidemic at your planned destination before you depart for the trip. 

If your travel start date is on or after 12 Mar 2020: 

 

  • We do not cover you for claims related to Covid-19 as WHO has classified it as a pandemic.

The policy does not cover solely on your decision not to travel. If you are unable to travel due to an insured event and would like to submit a claim, you must first seek refund or compensation from your flight and/or accommodation provider before making a claim on the policy.

b) For policy or trip purchased from 27 February 2020 onwards

The travel insurance will exclude coverage related to Covid-19. However, you are still covered for benefits such as baggage delay, loss of travel documents, missed travel connection and medical benefits should you fall ill or injure yourself during your travel, so long as there is no connection with Covid-19.

As the situation develops, other policy cover changes may be made due to the events that are made known by the media or government. Please continue to monitor this section for the latest updates.

 

2. I would like to cancel/ postpone my travels due to the Covid-19 outbreak; can I cancel my single trip policy and ask for a refund?

You may request to cancel your travel insurance policy and we will refund your premium in full, provided that the period of insurance has not started, and you have not made any claim under the policy. Please refer to the table below.
 

Country of travel Purchase transaction date Policy cancellation and premium refund
Mainland China Before 30 Jan 2020 Admin fee of $50 waived, full refund of insurance premiums.
South Korea, Italy, Iran, Japan Before 27 Feb 2020 Admin fee of $50 waived, full refund of insurance premiums.

The cancellation and full refund will apply to policies with travel dates commencing no later than 31 Jul 2020.

 

Admin fee applicable for policy cancellations for purchases within the transaction dates below, provided no claim has been made under the policy.
 

Country of travel Purchase transaction date Policy cancellation and premium refund
Mainland China Between 30 Jan to 31 May 2020 Reduction of $50 admin fee to $10
South Korea, Italy, Iran, Japan Between 27 Feb to 31 May 2020 Reduction of $50 admin fee to $10
Rest of the world (exclude Mainland China, South Korea, Italy, Iran, Japan) Up to 31 May 2020 Reduction of $50 admin fee to $10

 

Change of Travel date/ Destination
For policies purchased before 31 May 2020, should you wish to postpone or change destination for your trip, please refer to the table below.
 

Scenario New travel date must commence by Postpone or change of destination for your trip
New date/ destination advised before original policy commencement date 31 Dec 2020

First change: Admin fee of $10 waived

Subsequent change: Admin fee of $10 applies

No new date or destination advised before original policy commencement date Not applicable Policy will be cancelled with premiums refunded subject to admin fee listed in the tables above. 

The reissued travel policy will exclude coverage related to Covid-19. However, you are still covered for benefits such as baggage delay, loss of travel documents, missed travel connection and medical benefits should you fall ill or injure yourself during your trip, so long as there is no connection with Covid-19.

As the situation develops, other policy cover changes may be made due to the events that are made known by the media or government. Please continue to monitor this section for the latest updates

 


Hong Kong Protests

Our travel insurance does not cover any claims arising from the protests in Hong Kong as it is considered a known event since June 2019. However, claims which are not related to this event such as medical expenses due to illness sustained during the trip are payable subject to policy terms and conditions.


There are good reasons to get your travel insurance once you have booked your trip as this can protect your pocket if your trip is disrupted due to unexpected events such as strikes, riots and natural disasters that happen at your planned destination.

These events can affect your cover depending on when you have purchased the policy.

Policies purchased after the insured event has happened

Based on policy terms and conditions, the insured event will not be covered as it has already happened or has been made known by the media or authorities.

Should you decide to proceed with the trip, it is important to remember that you are still covered for all other unexpected insured events that happen on your trip such as baggage delay caused by the airline or loss of personal items due to theft.

Policies purchased before the insured event happened and you have not yet departed

The policy covers for travel cancellation or postponement if your trip is unavoidably cancelled or postponed due to an insured event that happens within 30 days before your trip. 

If you are unsure whether the overseas event affects your trip, please contact your providers (airline, transport, tour, accommodation) to check if your bookings are affected by the event. 

If your trip is unavoidably cancelled or postponed, please submit your claim to us and we will assess it based on policy terms and conditions.

Insured events refer to events that are covered by the policy, subject to the policy terms and conditions. The list of insured events is shown under each relevant section of the policy.

For information on claims procedure, click here.

If you would like to clarify on your coverage, you can chat with Mae or contact us.