When will the policy coverage take effect?

The Personal Accident section is effective from the time you leave your place of residence to proceed directly to the place of embarkation in Singapore to commence travel to the intended destination(s).

For Trip Cancellation & Curtailment due to Financial Collapse (excluding losses caused by fraud) of the licensed tour operators, coverage is effective immediately from the date of issue of the policy. Other than that, coverage will be effective only if your trip is cancelled due to the other Insured Events happening within 30 days before the commencement of the trip.

All other sections will be effective only when you are overseas.

INSURED EVENTS shall mean:

1) Yours or your Travelling Companion's or a Specified Person's

1. Death
2. Disabling Injury
3. Serious Sickness and/or Disease
4. Compulsory Quarantine

2) In the event of yours or your legal spouse's miscarriage caused by traffic accident and /or accidental falling with external and visible physical injury.

3) unexpected outbreak of strike, riot & civil commotion;

4) natural disasters (typhoon, earthquake, flood and the like);

5) Adverse weather condition (for policy purchased on or after 1 December 2011);

6) in the event that you or your Travelling Companion is hijacked;

7) in the event that you or your Travelling Companion is summoned by the Court of Law to be a witness;

8) in the event that your residential home in Singapore has been seriously damaged in a fire.

All other sections will be effective only when you are overseas.

How can I extend my policy period?

You may contact your servicing intermediary, our office or call our 24-Hour Emergency Assistance Hotline before midnight of the policy expiry date to furnish your extension period and credit card details for payment of additional premium, subject to our approval.

You may like to note that you will enjoy Free & Automatic Extension of Period of Insurance in the event the Journey is necessarily extended beyond the policy period due to circumstances beyond your control and indemnifiable under the policy.

Does this travel insurance cover terrorism?

Yes, our policy covers Full Terrorism ( including Nuclear , Chemical & Biological events ) for all Sections , subject to the aggregate limits of the policy.

Do you provide cover for War ?

Yes , our policy will compensate you or your estate for the benefits provided under Section 1 for bodily injury sustained whilst overseas as a result of war , if you are caught as an innocent bystander in the country of visit provided such country is not your place of residence or Home Country and no state of war exists in the respective country when you first arrived.

No benefits will be payable after the expiry of 60 days following the first outbreak of war during your visit of such country or the expiry of this Policy whichever is the earlier.

If I suffer from some medical illnesses and physical conditions, will I be able to claim for the medical, hospital and other related expenses if I should require treatment during my trip?

No. This policy will not cover expenses incurred directly or indirectly caused by or arising from any pre-existing conditions whereby you have prior knowledge of before commencement of the policy or which existed or developed symptoms within the 12 months prior to the commencement of each journey or trip.

Upon my return to Singapore, can I still carry on with my medical treatment for an illness or injury sustained overseas?

Yes. You may seek reimbursement for Medical Expenses necessarily incurred when you return to Singapore for follow-up treatment up to maximum thirty-one (31) days from the date of your return for continuing medical treatment thereafter, subject to the limits of the policy.

If I am travelling overseas to seek medical treatment, can I take up the travel insurance policy?

Yes, you may take up the travel insurance policy. However, the intended medical expenses are not claimable.

If I was ill overseas but did not seek medical treatment, can I do so upon my return to Singapore?

Yes, as long as the medical treatment was sought within two (2) days from date of your return and up to maximum thirty-one (31) days for continuing medical treatment thereafter, subject to the limits of the policy.

Can I seek treatment from Chiropractor, Chinese Physician and/or Physiotherapist?

Yes, expenses incurred for such treatment are subject to S$50 per visit and maximum of S$300 per Insured Person per trip.

Are dental expenses covered?

The policy covers cost of dental treatment where such treatment is necessary to restore sound and natural teeth caused by an Accident necessarily incurred by you during the Journey subject to the limits of the policy. It does not include any damage to dentures, dental prostheses, bridges, crowns and treatment involving the use of precious metals or for cosmetic dentistry.

I am pregnant. Will I be covered overseas for any pregnancy-related matters?

Miscarriage caused by accidental falling with external injury or by traffic accident is covered, subject to the limits of the policy. Medical Evacuation & Repatriation due to pregnancy-related complications is covered. All other pregnancy-related issues will not be covered.

What does the policy cover if one travels to a SARS / Bird Flu affected country?

TravelJoy covers the medical expenses & hospitalisation allowance if one contracted SARS or Bird Flu at the country they travelled to, provided that the trip has already commenced prior to any travel advisory warnings or statements issued by any government authorities against travelling to that country. The policy does not cover death due to SARS or Bird Flu ,as the Personal Accident section covers only death caused by Accidents excluding any medical conditions.

My trip which has been booked earlier has to be cancelled as my leave was not approved by my employer. Can I make a claim under Trip Cancellation?

No, cancellation due to this reason is NOT covered. Our policy provides coverage for trip cancellation due to the following Insured Events arising within thirty (30) days before the commencement of the Journey for which you are not able to recover from any other source.

INSURED EVENTS shall mean:

1) Yours or your Travelling Companion's or a Specified Person's

1. Death
2. Disabling Injury
3. Serious Sickness and/or Disease
4. Compulsory Quarantine

2) In the event of yours or your legal spouse's miscarriage caused by traffic accident and /or accidental falling with external and visible physical injury.

3) unexpected outbreak of strike, riot & civil commotion;

4) natural disasters (typhoon, earthquake, flood and the like);

5) Adverse weather condition (for policy purchased on or after 1 December 2011);

6) in the event that you or your Travelling Companion is hijacked;

7) in the event that you or your Travelling Companion is summoned by the Court of Law to be a witness;

8) in the event that your residential home in Singapore has been seriously damaged in a fire.

Will I be covered if I have been refused entry at the immigration checkpoint overseas?

No. Claims arising from any Government intervention, prohibition or regulation are excluded.

I am supposed to depart for my trip in two weeks time but unfortunately I broke my arm due to an accident yesterday. If I postpone my trip, can I claim for the additional administrative fee charged by the travel agent?

Yes. We will reimburse the additional and irrecoverable cost paid to postpone the trip if you can provide a written medical advice from a Registered Medical Practitioner to certify that you are unfit for travel due to the injury.

My family trip to China was cancelled due to earthquake and the airline does not provide refund. Can I claim for the Trip Cancellation, including loss of my frequent flyer points that was used to purchase the tickets?

Yes, provided the earthquake event happened within 30 days before you depart for the Journey. We will also pay for loss of frequent flyer or similar travel points used by the Insured Person as a registered member to purchase an airline ticket if the Insured Person is unable to recover the lost points from any other source.

The payment for the lost points will be calculated based on the following, whichever is lower:

1. Cost of an equivalent class airline tickets based on the quoted retail price at time of loss, less insured's financial contribution; or
2. Cost to purchase the lost points according to the Frequent Flyer Program or similar travel points by the commercial airline company

How am I protected in the event of financial collapse of the tour operator from which I've booked my travel arrangement?

Our policy provide coverage for the Financial Collapse (excluding losses caused by fraud) of the licensed tour operators occurring after the date of issue of this Policy, provided that such travel arrangement are made at any Travel Agencies licensed and operating in Singapore.

I have left my handbag on a bench whilst taking some pictures and realized later that it has been stolen. Can I make a claim?

No. Losses arising from unattended luggage or personal effects are excluded.

My luggage was wrongly picked up by another passenger whilst abroad and the airline company managed to return it after 12 hours. Can I claim for baggage delay?

Yes. Our Baggage Delay is extended to cover the delay as a result of your luggage being wrongly picked up from the bag carousel by another passenger whilst abroad and the time necessarily taken by the airlines to retrieve and return the luggage to you. However, this benefit will only apply to policy purchase on or after 1 December 2011.

Is there any excluded sports / activities?

Hazardous sports such as hunting, caving, potholing, mountaineering or rock climbing necessitating the use of guides or ropes (except rock climbing undertaken with a commercial company within an indoor facility for leisure purposes), underwater activities involving the use of underwater breathing apparatus (other than undertaken for leisure purposes), sky diving, hang-gliding, paragliding or parachuting (except tandem sky diving or hang-gliding or paragliding when undertaken with a commercial company for leisure purposes), trekking trips (other than undertaken for leisure purposes and less than three thousand five hundred (3,500) metres above sea level), expeditions (unless otherwise agreed by us), motor rallies or any kind of racing other than on foot or any sports in a professional capacity are excluded.

Please refer to our office for clarification if you are participating in any hazardous sports/ activities not listed in the above.

Does travel insurance provide any cover for rental vehicle from overseas trip?

Yes, we will reimburse you for any excess or deductible which you become legally liable to pay in respect of loss or damage to rental vehicle caused by an accident or theft of a rental vehicle during the rental period up to a maximum of S$2,000 per vehicle.

The airport in the country that I am travelling to was temporarily closed due to strong typhoon and my departure time was delayed for 24 hours. Can I make a claim?

Under Section 18 – Travel Delay, you can claim for delay directly caused by Natural Disaster up to S$2,000 per Insured Person or per Family. The Policy will pay S$100 for first full 6 hours (whilst overseas and in Singapore) & S$65 per 4 hours thereafter (whilst overseas).

Cover for Travel Delay due to Natural Disaster only applies to policy purchase on or after 1 December 2011.

During our holiday trip to New Zealand, our family abandoned the domestic flight to from Northern New Zealand to Southern New Zealand as the flight was delayed for 30 hours due to bad weather. Can I claim for the ticket cost?

No. The Policy will only reimburse the irrecoverable travel expenses up to the maximum limit stated in the Policy if the trip is abandoned in Singapore after 24 hours of delay caused by the following reason:

1. strike, riot or civil commotion/industrial action
2. adverse weather conditions
3. natural disaster (for policy purchased on or after 1 December 2011)
4. mechanical breakdown/structural defect of your scheduled public conveyance

Who can apply for TravelJoy Insurance?

Insured Persons must be residing in Singapore who are Singaporeans, Permanent Residents or Foreigners with valid Employment Pass, Work Permit, Dependent Pass, Student Pass or Long Term Social Visit Pass.

Exceptions will be made for non-residents if accompanying residents who are also insured under TravelJoy for the same trip.

Application for Child below the age of 16 to be covered under an individual plan must be made in the name of the parent or guardian. Limits applicable are those of a child insured under a family plan.

Who can be covered under a Family Plan?

Single Trip Plan - Any 1 or 2 adults travelling with any number of children can apply. The 2 adults need not be related but the children must be the legal child or ward (in the case of a guardian), grandchild, brother, sister, nephew, niece or cousin of either of the adults.

Annual Multi-Trip Plan - For insured, spouse and their dependent children. Trip undertaken by the insured child must be made together with at least 1 insured adult under this plan.

Child - Child insured under a family plan refers to dependent children below the age of 21 years old who are not married nor in employment throughout the policy period. For those in full-time tertiary institutions, the age limit will be extended to their 25th birthday. Age refers to age next birthday.

I'm travelling with my family and friends. Must I apply for more than one policy?

Not necessarily. We can issue one (1) policy for a group of family and friends traveling together for the same trip and duration and having selected the same individual plan.

Can I insure my child with full coverage?

Yes, provided your Child is aged 16 years old and above and an Individual Plan has been selected.

What is the maximum duration for a Single Trip Plan?

182 days.

What is the maximum duration for an Annual Multi-Trip Plan

90 days for each trip, unlimited number of trips allowed.

What should I do if I need assistance while I am travelling?

You may call our 24-Hour Emergency Assistance Hotline at (65) 6532 2522

How do I make a claim?

You have to advise the Appointed Assistance Company within 24 hours if the claim exceeds S$5,000.00. All claims must be reported to us within 30 days from your return. Written proof of loss including original policy/certificate, original receipts, invoices and all other supporting documents must be furnished as proof of claim.

What are the documents required when making a claim.

• Medical and Additional Expense Claim - Submit all original medical evidence, certificates, reports and receipts
• Luggage & Personal Effects, Travel Documents & Money - Submit Police Report or written confirmation from carrier, made within 24 hours of loss, original receipts, invoices and all other supporting documents. Loss of travellers cheques must also be reported to the issuing authority within 24 hours
• Travel/Baggage Delay, Loss of Hotel Facilities, Travel Misconnection - Submit written confirmation from carrier
• Personal Liability Claim - Do not make any offer, promise or payment or otherwise admit liability