Frequently asked questions

You are only eligible for coverage if we accept your request for insurance. Your policy’s coverage effective date and coverage end date are indicated in your certificate of insurance. Your trip must start in Malaysia.

Coverage is only provided for losses that occur while your policy is in effect.

Except for one-way and same-day return trips, the departure date and return date that you provided at time of purchase are counted as two separate days of travel when we calculate the duration of your trip.

Your policy ends on the coverage end date listed in your certificate of insurance. However, there are situations where your policy may end on a different date. If your policy was purchased with a one-way booking, your coverage end date will be the scheduled return date for your trip, as shown on your travel documents (not exceeding 30 days from the departure date shown on your travel documents). Additionally, your policy will end on the earliest of:

1. At 23:59 on the day you cancel your policy; or
2. At 23:59 on the day you file a trip cancellation claim with us;
3. At 23:59 on the day you end your trip, if you end your trip early;
4. At 23:59 on the day you arrive at a medical facility for further care if you end your trip due to a medical reason; or
5. At 23:59 on the 180th day of the trip.

However, if your return travel is delayed due to a covered reason, we will extend your coverage period until the earlier of when you are able to return to your point of origin or primary residence, or until you arrive at a medical facility for further care following a medical repatriation or trip interruption.

This policy applies for a specific trip and cannot be renewed.

You can still add travel insurance to your itinerary if you have a pre-existing medical condition however it is important to note that your pre-existing medical condition(s) are NOT covered, and you are NOT able to apply to have your condition(s) covered

Pre-existing medical condition means:
Any medical or physical conditions, injuries, signs, symptoms or circumstances:

1. which you are aware of, or ought to have been aware of; or
2. for which advice, care, treatment, medication or medical attention has been sought, given or recommended; or
3. which have been diagnosed as a medical condition or illness, or which are indicative of an illness; or
4. which are of such a nature to require, or which potentially may require medical attention; and
5. which are of such a nature as would have caused a prudent, reasonable person to seek medical attention prior to the start date of cover under this policy.
   
   

The illness, injury, or medical condition does not need to be formally diagnosed in order to be considered a pre-existing medical condition.

This definition applies to you, your family members and your travelling companions.

Yes, if you are a KrisFlyer member, we will pay up to the maximum benefit listed in your Coverage Summary for your continuing medical treatment in Malaysia.

The following conditions apply:

a. We will not pay for continuation of medical treatment for longer than 14 days after the date you return to Malaysia.
b. The illness, injury or condition must have occurred during your trip, and you must have sought medical treatment abroad.
c. For claims related to Covid-19, you must have received a positive Covid-19 test abroad.

The Trip Cancellation and Trip Interruption benefits in your policy only cover the non-refundable portion of your air fare and other trip costs if you have to cancel, postpone or cut short your trip due to covered reasons. This includes serious sickness or death in your family that would prohibit you from continuing with your trip. Pre-existing medical conditions of family members are not covered.

You may refer to the Policy Wording here for the terms and conditions.

To learn more about this benefit, please view the full terms and conditions of your policy.

Covid-19 related benefits vary depending on whether you are purchasing a return trip or a one-way trip.

Key benefits for Covid-19 coverage are:

• Up to MYR 500,000 for Emergency Medical/Dental Coverage for KrisFlyer members
• Up to MYR 10,000 for Trip Cancellation and Trip Interruption Coverage
• Up to MYR 1,500 for Travel Delay Coverage

No, the policy does not cover quarantine in Malaysia.

No. Travel Protect by Singapore Airlines will cover the necessary and reasonable medical costs incurred during the overseas trip, as a result of the passenger contracting Covid-19 during the overseas trip. If you are a KrisFlyer member, we will pay up to the maximum benefit listed in your Coverage Summary for your continuing medical treatment in Malaysia.

The following conditions apply:

1. We will not pay for continuation of medical treatment for longer than 14 days after the date you return to Malaysia.
2. The illness, injury or condition must have occurred during your trip, and you must have sought medical treatment abroad.
3. For claims related to Covid-19, you must have received a positive Covid-19 test abroad.

The following conditions and exclusions apply:

1. The care must be medically necessary to treat an emergency condition, and such care must be provided by a doctor, dentist, hospital, or other provider authorised to practice medicine or dentistry.
2. This coverage will not pay for continuation of medical treatment in Malaysia, unless you are a KrisFlyer member and you qualify for the additional covered reasons above;
3. This coverage will not pay for any care for any illness, injury, or medical condition that did not originate during your trip abroad.
4. This coverage will not pay for non-emergency care or services, such as:
   1. Elective cosmetic surgery or care;
   2. Annual or routine exams;
   3. Long-term care;
   4. Allergy treatments (unless life threatening);
   5. Exams or care related to or loss of/damage to hearing aids, dentures, eyeglasses, and contact lenses;
   6. Physical therapy, rehabilitation, or palliative care (except as necessary to stabilise you);
   7. Experimental treatment; and
   8. Any other non-emergency medical or dental care. 
5. You must not have travelled against the orders or advice of any government or other public authority at any location to, from, or through which you are travelling on your trip.

The Covid-19 coverage will cease at the earlier of when the passenger returns to Malaysia or 180 consecutive days after the passenger has commenced the overseas Trip. Trip is defined in Policy Definitions. Please review the Terms and Conditions carefully for a full description of the coverage.

If you would still like to receive a copy of your Insurance Confirmation for your records, please email us at sq_travelhelp@allianz.com with your request including your Full Name, Date of Purchase, Confirmation Number (if available), Travel Dates and Email Address.

If you wish to make changes to your policy, please email us at sq_travelhelp@allianz.com.

Please note that changes to your policy will only be entertained if there were changes made to your Singapore Airlines flight booking.

I have updated my Singapore Airlines flight booking. How can I change the details of my travel insurance policy?Yes, cancellations are allowed 14 days after the receipt of your certificate of Insurance. No cancellation is allowed after the 14 days cooling period.

Please contact us via email at sq_travelhelp@allianz.com.

Please contact Allianz 24-hour Emergency Assistance Hotline at +603-2161 0557 if you need medical assistance while travelling. This service is provided by Allianz Assistance.

Please retain the original copies of your receipts to ensure a smoother claim process.

To file a claim, please email your documents to sq_travelclaim@allianz.com or if you have any questions, please call Travel Protect by Singapore Airlines at +603-2161 0557. Our agents will be happy to assist you with the process.

Download your claims checklist here.

Yes, you have to notify us of your claim no later than 30 days after the occurrence of the claimable event.

As a Singapore Airlines customer, your claim will be processed as a priority. Allianz endeavors to complete the claims review process within seven (7) working days upon receipt of all necessary documents.