Travel Claim Procedure
Notify Us
- Report your claim to us as soon as possible or within 30 days of the insured event(s) by clicking on the “Submit claim online” button.
- For travel and medical emergencies overseas, please contact our MSIG Assist 24-hour hotline at +65 6323 8288 or via 24-hour emergency live chat.
Please provide the policyholder's name and ID/FIN number or policy number when seeking assistance.
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:
- note down the particulars of the third party
- obtain the details of the nature and extent of claim
- do not admit liability, settle or negotiate settlement without our prior approval
- immediately inform us when you receive any letter of demand, Writ of Summons, etc from the third party
Submit Information
- Submit your claim online to receive your claims payment faster and hassle-free through FAST or PayNow payment options.
- For Scootsurance only, please submit your claim here.
- For TravelSure (distributed by HSBC)
- Claims relating to Cancel For Any Reason (CFAR, Section 44 of the policy), please download a copy of the Travel Claim Form and send to [email protected] with supporting documents.
- Other TravelSure claims, please submit your claim online here.
- For all other MSIG travel insurance claims, please submit your claim online here.
For online claim submission (excluding Scootsurance)
Please key in your 8 – 10 digit numeric policy number, without the alphabetical letters in the “Policy Number” field of the online claim form.
- Complete the online claim form and upload all necessary documents.
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.
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.
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.
| No. | Questions & Answers | |
|---|---|---|
| 1 |
Where can I get the PDF copy of the travel claim form? As part of our commitment to delivering a better customer experience and contributing to a better environment through sustainable practices, we are implementing electronic claim submissions for customers holding MSIG Personal Insurance policies. You may attach your relevant supporting documents online. |
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| 2 |
How does this online claims submission benefit me? By going digital, we will receive your claims faster, and you will receive an instant acknowledgement that your claim has been submitted successfully. |
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| 3 |
Can I submit the hard copy of the claim form instead of online? We believe you will enjoy the benefits of going digital with the instant and convenient submission of your claim documents anytime and anywhere. |
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| 4 |
I cannot submit my travel cancellation/postponement claim online. Why? You may encounter failed submission if the date of the accident indicated is not within the period of insurance. If this happens, please submit the claim on or after your policy start date. |
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| 5 |
How can I submit my Scootsurance travel claim online?
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| 6 |
I do not have a Singapore bank account. How do I submit my travel claim? If you do not have a Singapore bank account, please submit the completed claim form with your supporting documents to [email protected]. For a copy of the claim form, please email us at [email protected]. |
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| 7 |
I have a Family/Adult & Child/Group cover. How can I submit a claim for all who are claiming for the same loss/incident/illness? Please submit claim for each insured person separately even though the policy is purchased under the Family/Adult & Child/Group cover. |
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| 8 |
What is my claim status? How soon can I get payment? Generally, our claims process is as follows:
During travel peak periods, we may take a longer time than usual to process your claim. We thank you for your patience. |
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| 9 |
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. |
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| 10 |
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 contact us. 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. |
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| 11 |
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 contact us. |
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| 12 |
I travelled to Malaysia by land using the auto gate, so my passport doesn't have a stamp, and I did not take a flight. What supporting document would you need as proof of my visit? Please obtain your Visit Pass details from this link as a supporting document for your travel claim. |
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| 13 |
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. |
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| 14 |
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. |
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| 15 |
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. |
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| 16 |
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. |
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| 17 |
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? If you have purchased TravelEasy Premier and Elite Plan or the optional additional cover for rental vehicles excess under the TravelEasy Flex, we will pay for the rental 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. The rental of the vehicle has to be rented by the first insured person named in the policy schedule. However, any insured person in the policy can drive the rented vehicle if they are authorised drivers under the rental agreement and hold a valid driving license for the destination country. |
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| 18 |
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. 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. |
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| 19 |
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. |
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| 20 |
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. |
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| 21 |
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. |
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| 22 |
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. |
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| 23 |
Is physiotherapy covered? Physiotherapy is covered if it is referred by a doctor. Please provide us with the doctor’s referral letter when submitting your claims. Pre-existing conditions are excluded. |
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There are good reasons to get your travel insurance once you have booked your trip. This can protect your pocket if your trip is disrupted due to unexpected events such as strikes, riots and natural disasters 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 trip 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 get in touch with 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.
If you would like to clarify your coverage, you can chat with Mae or contact us.
