This guide explains how a travel insurance claim generally works. It covers what to do when something goes wrong, what records to keep and how to tell the insurer. It also covers what the insurer checks, how long things take and what to do if a claim is declined. Details differ between plans. The policy wording is always the final reference.
Before you leave
A claim starts before the trip. The policy must be in force, and the details on it must be correct. Trip cancellation cover only helps if the policy is in place before something goes wrong.
- Save the policy schedule and policy wording on your phone and in your email.
- Note the insurer's emergency assistance number and claims contact. The Claims page lists the claims contact for each insurer.
- Check that names, travel dates and destinations match your bookings.
- Declare any medical conditions you already have. Pre-existing conditions are not covered unless declared and accepted by the insurer.
- Check the Ministry of Foreign Affairs (MFA) travel advisories. Travel to places MFA advises against is not covered.
- Keep booking confirmations, receipts and cancellation terms for flights, hotels and tours.
When something happens overseas
The steps depend on what happened. In a medical emergency, get treatment first. Then contact the insurer's emergency assistance line as soon as it is practical. Check the policy wording on whether evacuation or repatriation must be arranged through the insurer.
- Illness or injury. Get care, then call the assistance line. Ask whether the hospital can bill the insurer directly.
- Theft or loss. Report it to the local police. Ask for a written report. Note any time limit the policy sets for reporting.
- Bags lost or damaged by an airline. Report it at the airport before leaving the arrivals area. Ask the airline for a written report.
- Delays and missed connections. Ask the airline or transport operator for written confirmation of the delay and its reason.
- Belongings in public places. Keep them with you. Belongings left unattended in a public place are not covered.
- Alcohol and drugs. Losses while under the influence of alcohol or drugs are not covered.
What to keep
Claims are assessed on documents. Keep originals where possible. Take clear photos of each one as a backup. Store copies somewhere other than the bag you are carrying.
- Policy number and proof of travel, such as e-tickets, boarding passes and passport stamps.
- Medical reports, doctor's notes, itemised bills and receipts.
- Police reports and airline reports.
- Proof of ownership and value for lost or damaged items, such as receipts, card statements or photos.
- Repair quotes, or a letter stating that an item cannot be repaired.
- For cancellation or shortening: booking invoices, cancellation notices and refund statements from airlines and hotels.
- Documents showing the reason for cancellation, such as a medical certificate or death certificate.
- Records of any refund or compensation already received from an airline, hotel or other cover.
How to notify the insurer
Tell the insurer as soon as practical. Plans set time limits for giving notice and for sending documents. These limits differ between plans. Check the policy wording for the exact terms.
The claim goes to the insurer that issued the policy. A comparison site does not decide or pay claims.
- Find the insurer's claims contact on the Claims page.
- Use the channel the insurer provides. This is often an online claim form.
- Complete every field. State what happened, where and when, in plain terms.
- Attach clear copies of all documents. Keep the originals until the claim is settled.
- Provide bank details for payment if the form asks for them.
- Record the claim reference number and the date of submission.
- Reply to any follow-up questions promptly and in writing.
What the insurer checks and how long it takes
The insurer compares the claim against the policy terms. It checks the facts, the documents and the amount claimed. It may contact the hospital, airline or other parties to confirm details.
Things an insurer typically checks:
- Whether the policy was in force on the date of the event.
- Whether the event is a covered reason under the plan.
- Whether an exclusion applies, such as an undeclared pre-existing condition, travel to a place MFA advises against, alcohol or drugs, or unattended belongings.
- Whether the amount is within the plan's benefit limit, after any excess.
- Whether the documents support what the claim says.
- Whether part of the loss has already been paid by someone else.
How long a claim takes differs between insurers and between claims. A simple claim with complete documents tends to move faster. Missing or unclear documents are a common cause of delay. Claims involving hospital stays or evacuation can involve more parties and more checks.
- Keep a record of every call and email, with dates.
- Ask the insurer what documents are still outstanding.
- Ask for an expected timeline if none is given.
If a claim is declined
A declined claim is not always the end. Some are declined because a document was missing. Others turn on how a clause is read. The first step is to understand the reason.
- Ask for the reason in writing, with the policy clause it relies on.
- Read that clause in the policy wording.
- If a document was missing, send it and ask the insurer to review the claim.
- If you disagree with the decision, use the insurer's complaints or appeal process. Set out your case in writing, with copies of supporting documents.
- If the matter is still not resolved, independent dispute resolution is available in Singapore through the Financial Industry Disputes Resolution Centre (FIDReC).
- Keep copies of all letters, emails and forms.
Things to note
- Buying after the event does not help. Cancellation cover only applies if the policy was in place before something went wrong.
- Undeclared conditions can lead to a declined claim. Pre-existing medical conditions are not covered unless declared and accepted.
- Unattended means unattended. A bag left on a seat while ordering food, or a phone left on a table, may count as left unattended in a public place.
- Payment is capped. Each benefit has a limit, and an excess may apply. Limits differ between plans. They can be compared on the travel insurance comparison page.
- Claims go to the insurer. The insurer that issued the policy assesses and pays the claim.
Where to get help
The Claims page lists the claims contact for each insurer. Use it to reach the insurer that issued your policy. For questions about this guide or about the site, use the Contact page. To review cover before a future trip, plans can be compared on the travel insurance page.