Travel Claims

Important Notes


You must provide documentary proof to support your claim. Otherwise, claims will not be admissible.

Your claim will be declined if you have made any false or fraudulent statements or if you withheld or falsely stated any material fact whatsoever.

What you need to know?

Important Points

  • This Policy does not cover loss or liability directly or indirectly caused by or arising from the following:
    • You are travelling Overseas against medical advice or for the purpose of getting medical treatment.
    • You are travelling Overseas against a travel advisory for non-essential travel or all travel issued by the Singapore Government.
  • Your claim must be made within 30 days upon your arrival back in Singapore.
  • You should submit all relevant supporting documents and information along with the claim application so that we can process your claim faster.

Disclaimer

Please note the information contained in this website is not a complete explanation and/or representation of your policy terms and conditions. You are advised to read through your policy document for the full terms and conditions.

How to submit your claim?

Step 1: Prepare the following information that is required to validate your submission:
  • Proof of Travel (Boarding Pass, Passport Stamp or Airline Tickets)
  • Policy Number
  • Claimant NRIC/FIN/Passport Number
  • Claimant Name
Note: Claimant should be an insured in the policy. The claimant information should match the NRIC/FIN/Passport Number and Name that you provided when you purchased your travel insurance policy with us.

Step 2: Refer to "What are the required documents" section and ensure that you have the required supporting documents for your claim.

Step 3: Submit your claim online HERE.

What are the required documents?


Medical Expense

  • Medical Bills
  • Medical Reports/Diagnosis
  • Pre-departure COVID-19 PCR Test results (applicable for COVID-19 related claims)

Baggage Delay

  • Proof of Delay (E.g. Written Confirmation from Carrier / Airline on period of delay OR Baggage Return Acknowledgment Slip)
  • Property Irregularity Report from Airport Services

Travel Delay

  • Proof of Delay (E.g. Written Confirmation from Carrier / Airline on period and reason of delay)
  • Rescheduled Boarding Pass

Travel Misconnection

  • Original Flight Itinerary
  • Rescheduled Boarding Pass

Loss or Damage to Baggage or Personal Effects

  • Photographs of Damage Items
  • Purchase Receipts
  • Overseas Police Report (applicable for loss items)
  • Property Irregularity Report from Airport Services (applicable for loss or damaged baggage)

Loss of Travel Document or Money

  • Police Report

Trip Cancellation or Postponement

  • Evidence of Cancellation Reason
    (E.g. Medical Report, Death Certificate and relationship between claimant and specified person, Carrier/Airline cancellation letter, travel advisory, etc.)
  • Evidence of Prepaid Travel Cost
    (E.g. Booking invoices of overseas accommodation, day trips, air tickets, etc.)
  • Evidence of Non-refundable Cost
    (E.g. Written confirmation of non-refundable prepaid cost from service providers)
  • Document showing the diagnosis of Covid 19 (applicable for COVID-19 related claims)

Trip Curtailment or Disruption

  • Evidence of Curtailment Reason
    (E.g. Medical Report, Death Certificate and relationship between claimant and specified person, travel advisory, etc.)
  • Evidence of Prepaid Travel Cost
    (E.g. Booking invoices of overseas accommodation, day trips, air tickets, etc.)
  • Evidence of Non-refundable Cost
    (E.g. Written confirmation of non-refundable prepaid cost from service providers)
  • Additional Traveling Expense
    (E.g. Booking invoice of new air tickets and other relevant accommodations)
  • Document showing the diagnosis of Covid 19 (applicable for COVID-19 related claims)
  • Pre-departure COVID-19 PCR Test results (applicable for COVID-19 related claims)

Rental Vehicle Excess

  • Rental Agreement with excess amount
  • Police Report / Incident Report from Car Rental Company
  • Repair/Excess Invoice from Car Rental Company

Overseas Hospital Income due to Covid 19

  • Medical report
  • Pre-departure COVID-19 PCR Test results
  • Proof of quarantine (Document from local authority/regulator)

Overseas Quarantine Allowance due to Covid 19

  • Hospital document stating the Admission and Discharge date and time
  • Medical report
  • Pre-departure COVID-19 PCR Test results

What happens next?

What to expect after submitting a Claim?

  • You will receive an acknowledgement email once we have received your claim application.
  • It takes 10 working days to process your claim after all supporting documents are received by us. Do expect a longer processing time during travel peak periods.
  • We will proceed to pay the claim proceeds via PayNow (if applicable) once the claim has been approved. We will pay by cashier's order if the PayNow transfer is unsuccessful.

How to enquire about my Claim?

You can contact us via any of the following channels:
  • Send your enquiry via email to [email protected]
  • For urgent matters, call (65) 6461 6555 from Mondays to Fridays, 9am to 5pm (excluding weekends and Public holidays)
Please remember to provide your Claim Submission Number (given in your claims acknowledgement email) or your Policy Number for us to easily identify your claim application.

Frequently Asked Questions

How do I file a claim?

Please refer to the "How to submit your claim" section for detailed steps on how to file a Travel Claim.

What supporting documents are required?

Required support documents for each type of claim can be found in the "What are the required documents" section.

What is my claim status?

Please refer to "What happens next" section to see the various channels through which you can enquire on the progress of your claim application. It takes 10 working days to process your claim after all supporting documents are received by us. Do expect a longer processing time during travel peak periods.

I am overseas now. What are the emergency medical and travel assistance services available to me?

Please call our Sompo Assist Hotline at (65) 6532 2522 for assistance.
Reimbursement of emergency call charges is subject to policy terms and conditions.
Please refer to "Sompo Assist Program" section for more details.

Must I submit my claim while I’m still overseas?

No, you need not file your claim while still on your trip. However, please take note that your claim must be made within 30 days upon your arrival back in Singapore.

If my claim is in foreign currency, how will you pay me?

When your claim is in foreign currency and in cash, we will pay the claim in Singapore Dollars using the foreign exchange rate determined by us. If you have used a credit card, please provide your credit card statement as a supporting document and we will pay the amount charged in Singapore Dollars on your credit card statement.

Can I claim for medical expenses incurred for treatment by a Chiropractor or Chinese Physician?

You can claim for medical expenses incurred for treatment by a Chiropractor or Chinese Physician subject to Policy terms and conditions. You must ensure that the Chinese Physician is registered with the Traditional Chinese Medicine (TCM) Practitioners Board and possess valid practicing certificates. Please remember to select the correct claim type for submission under the Medical Expense section.

*Please note that Travel (Covid-19) Insurance does not cover treatment by Chinese Physician or Chiropractor.

Can I claim for medication bought over the counter?

No. Only medical prescription issued after a doctor's consultation can be claimed under the insurance. Health supplements, vitamins, prebiotics, probiotics and skin care products whether purchased over the counter or prescribed by a Registered Medical Practitioner are also not claimable under the insurance.

Sompo Assist Program

A comprehensive range of services and benefits that you can depend on in the unfortunate event of a claim. Call our Sompo Assist Hotline at (65) 6532 2522* !
*Not applicable for GoJapan! policies.

Reimbursement of emergency call charges is subject to Policy terms and conditions.


Travel Assistance

  • Pre-trip Information
  • Embassy / Interpreter / Legal Referral
  • Lost Passport / Lost Luggage Assistance

Medical Assistance

  • Medical Advise over the Phone
  • Medical Service Provider Referral
  • Arrangement of Appointments with Doctors
  • Arrangement of Hospital Admission
  • Monitoring of Medical Condition During Hospitalization
  • Arrangement of Emergency Evacuation of Mortal Remains

report  Claims Service Providers

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