How to Claim Travel Insurance in Singapore: A Step-by-Step Guide

How to make a travel insurance medical claim

A travel insurance medical claim reimburses treatment costs for an illness or injury that happened during your trip. You need itemised bills, receipts, and a medical report showing the diagnosis, onset date and cause.

If you need hospitalisation or major treatment overseas, call your insurer's emergency assistance hotline first. Assistance teams can refer you to hospitals and arrange medical evacuation where needed. Some can also arrange hospital deposit guarantees, so you aren't paying large sums upfront.

Many policies also cover treatment after you return. For example, Income covers initial treatment within three days of returning to Singapore, and follow-up treatment for up to 30 days after that first visit. Follow-up windows differ between insurers, so check yours.

Common exclusions include pre-existing conditions (unless you bought a plan that covers them), pregnancy and childbirth, and non-emergency treatment you travelled specifically to get.

Can you claim travel insurance for a cancelled flight? 

Yes. You can claim travel insurance for a cancelled flight if the cancellation was caused by an event your policy names. Common covered events include serious illness or injury to you or a close family member, strikes, and riots. You can claim the prepaid costs you can't get refunded. A change of heart or a busy work schedule won't qualify.

There are three situations to tell apart:

Trip cancellation (before you leave). This applies only if you don't proceed with the journey. Simply moving your trip to another date isn't covered under this section, although some plans have a separate trip postponement benefit. The triggering event often has to happen within a set period before departure, commonly 30 days. 

Trip curtailment (cutting your trip short). If a covered event forces you to abandon your trip and fly home, curtailment can reimburse unused prepaid costs plus the extra cost of getting home. 

The airline cancels your flight. Ask the airline for a refund or rebooking first. Your insurer will want the airline's written confirmation of the cause, and will deduct any refund you received.

Timing matters too. Buy your policy as soon as you book your trip. A policy bought after an event has already happened won't cover claims arising from it. Once a disruption becomes a publicly known event, new policies generally won't cover it. 

Travel insurance claim for flight delay 

A travel insurance claim for flight delay usually pays a fixed cash amount for every block of hours you're delayed, up to a cap. To qualify, the delay must exceed your policy's minimum and be caused by a covered reason.

Covered reasons usually include strikes or industrial action, adverse weather, and mechanical breakdown of the aircraft. Delays due to airline operational issues, such as crew rotation or rescheduling flights for capacity, are generally treated as the airline's business risk rather than an insured event. 

Policies pay in one of two ways:

• Cash benefit basis (most common). You get a fixed sum per block of hours, whatever you actually spent. In GIA's example, a policy paying $100 for every 6 hours would pay $400 for a 24-hour delay.
• Reimbursement basis. You're repaid for reasonable expenses such as meals and accommodation, up to a limit, if you have receipts.

The most important document is a letter from the airline stating the reason for the delay and the original and actual departure times. GIA recommends getting it at the airline counter, because writing in after you return can slow down your claim. 

Claiming travel insurance for lost items 

When claiming travel insurance for lost items, you'll need a police report made promptly, often within 24 hours, plus proof of ownership and value. Theft and accidental loss are generally covered; carelessness is not.

Insurers expect you to take reasonable care of your belongings. Losses caused by your own negligence or carelessness aren't covered. Leaving a bag unattended at a café while you queue for food is a classic rejected claim. Also expect these limits: 

• Lost cash is usually covered only if it was stolen.
• Items confiscated by customs aren't claimable.
• Many policies cap payouts per item, so a new phone or laptop may not be reimbursed in full.

If you don't have original receipts, you can still submit the claim. A credit card statement or photos of the item help. Expect the payout to be adjusted for the item's age and wear.

If you lose your passport, report it to the police and contact the nearest Singapore overseas mission. Keep receipts for the replacement document and any extra travel or accommodation costs.

Travel insurance claim for damaged luggage

For a travel insurance claim for damaged luggage, report the damage to the airline and get a PIR before you leave the airport. Claim compensation from the airline first, then claim any uncovered balance from your insurer with photos and a repair quote or receipt.

Airlines must be told quickly. Under the Montreal Convention, which covers most international flights, damage to checked baggage should be reported to the airline in writing within 7 days. Insurers typically won't pay for anything the airline has already compensated or repaired, so include the airline's response letter in your claim. 

If your bag is delayed rather than damaged, the baggage delay benefit may apply. Get a PIR, then sign and date the delivery slip when your bag arrives. Your insurer uses those times to calculate how long the delay was. Keep receipts for essentials you buy while waiting, in case your policy reimburses expenses. 

How long does a travel insurance claim take?

A straightforward travel insurance claim in Singapore typically takes around two to three weeks once the insurer has all the required documents. Income, for example, quotes about 14 working days, and possibly longer in peak travel periods. Complex claims, like large medical bills or claims needing investigation, can take longer. 

There are two clocks to watch:

1. Your submission deadline. This is commonly 30 days, but it varies. Some insurers count from the date of the incident, others from your return to Singapore. Missing it can sink an otherwise valid claim.
2. The insurer's processing time. This only starts once your documents are complete. Incomplete submissions are the most common cause of delays.

Can I claim multiple travel insurance policies? 

Yes, but you can't profit from a loss. If you have two policies, such as a standalone plan and complimentary cover from your credit card, the answer depends on the benefit type.

• Fixed cash benefits (e.g. travel delay) may pay out from each policy. MSIG, for instance, states its complimentary card cover pays on top of existing insurance for lump-sum benefits like travel delay. 
• Reimbursement benefits (e.g. medical bills, lost items) pay only up to what you actually lost. You claim from one policy, and if one policy's limit runs out, you can claim the remaining amount from the other, subject to its terms. 

Always declare your other policies on the claim form. Insurers ask, and hiding them can get your claim rejected.

Complimentary credit card travel insurance usually activates only if you charge the full travel fare to that card. Check your card's terms before relying on it.

Common reasons travel insurance claims get rejected

• The claim was submitted after the deadline.
• A police report, PIR or airline letter is missing.
• The cause isn't a covered event, e.g. an airline operational delay or cancelling for work.
• A pre-existing medical condition wasn't declared or covered.
• Items were left unattended or lost through carelessness.
• The policy was bought after the event became known.
• The airline or hotel had already compensated you.

What to do if your claim is rejected 

Start by asking your insurer for the reason in writing. Many rejections come down to a missing document you can still provide.

If you disagree with the decision, lodge a formal complaint with the insurer and include your supporting documents. The insurer should acknowledge it within 7 business days. 

If you still can't reach an agreement, you can take the dispute to the Financial Industry Disputes Resolution Centre (FIDReC). It's an independent body that resolves disputes between consumers and financial institutions. Filing is free, and FIDReC currently handles claims of up to S$150,000 against insurers.