Frequently Asked Questions
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.
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:
If your travel start date is on or after the departure cut-off date:
|
| 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:
If your travel date is on or after 27 Feb 2020:
|
| 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:
If your travel start date is on or after2 Mar 2020:
|
| 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:
If your travel start date is on or after 12 Mar 2020:
|
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.
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
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.