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  Frequently Asked Questions

AirAsia Insure Travel Protection  – Singapore 

1 ABOUT AIRASIA INSURE: 

1.1 Who provides my AirAsia Insure Travel Protection insurance cover?

AirAsia Insure Travel Protection is especially designed by AirAsia through EQ Insurance Company Limited

with your needs in mind.

1.2 What is my insurance coverage under the AirAsia Insure Travel Protection program?

- AirAsia Insure Travel Protection (One-Way Plan) includes cover for trip cancellation, flight delay, baggage

and personal effects, it also includes a personal accident benefit. For a full list of the benefits click here 

- AirAsia Insure Travel Protection (Return-Trip Plan) includes cover for trip cancellation / curtailment,

emergency medical evacuation, flight delay, flight cancellation, baggage and personal effects, personal

liability, as well as a personal accident benefit. For a full list of the benefits click here 

Please consult the AirAsia Insure Travel Protection Policy Wording for a full description of the terms,

conditions and exclusions of cover.

1.3 Does AirAsia Insure Travel Protection enforce an age limit?

Yes, the Guest must be at least 9 days old and not exceed 75 years of age to qualify for AirAsia Insure

Travel Protection.

1.4 Do I need a medical examination to apply for any of the AirAsia Insure Travel Protection policies?

No. A medical examination is not required. However, please note that claims arising from pre-existing

medical conditions are excluded under AirAsia Insure Travel Protection. Please see FAQ 1.5 for more

information.

1.5 Can I still buy AirAsia Insure Travel Protection if I have a Pre-existing Condition?

Yes, however, AirAsia Insure Travel Protection has exclusions on Pre-existing Conditions as stated in the

policy’s Full Terms and Conditions.

"Pre-existing Condition" refers to injury, sickness, disease, illness or other medical conditions that required

medical treatments before you purchase AirAsia Insure Travel Protection.

1.6 Can I pay extra to cover pre-existing medical conditions?

No, there is no option to pay extra to obtain cover for pre-existing medical conditions under the AirAsia

Insure Travel Protection policies.

1.7 Can I amend my AirAsia Insure Travel Protection?

The AirAsia Insure Travel Protection cannot be changed once your Certificate of Insurance is issued even if

you are postponing or extending your trip.

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1.8 Can I cancel my AirAsia Insure Travel protection?

You may not cancel your AirAsia Insure Travel Protection.

1.9 Is AirAsia Insure Travel Protection premium refundable?

AirAsia Insure Travel Protection premium is non-refundable.

1.10 Do I have to carry a copy of my Certificate of Insurance with me when traveling?No, you don’t need to carry a copy of your Certificate of Insurance.

1.11 Am I required to carry any additional documents to proof my purchase when I am traveling?

No, your purchase confirmation is printed at the bottom of your AirAsia Itinerary.

1.12 Where should I indicate my nominee for receiving benefits?

You don’t need to indicate a nominee for your AirAsia Insure policy! Flight or Personal Accident benefits

paid due to a fatal accident will be made to the estate of the Insured while other benefits are paid directly

to the Insured.

1.13 What happens to my AirAsia Insure Return Travel Protection if AirAsia reschedules my Return Flight to a

later date?

Your AirAsia Insure Travel Protection (Return-Trip Plan) is automatically extended to cover you up to a

maximum of 3 days if your Return Flight is rescheduled by AirAsia to a later date.

1.14 How can I differentiate the AirAsia Insure Travel Protection plan that I have purchased?

Your AirAsia Insure Travel Protection plan is based on your paid premium.

Example: 

Flights booked before 10 June 2011  

Plan Type Rate per Guest

AirAsia Insure Travel Protection (One-Way Plan) S$4.00

AirAsia Insure Travel Protection (Return-Trip Plan) S$8.00

Flights booked on / after 10 June 2011 

Plan Type Rate per Guest

AirAsia Insure Travel Protection (One-Way Plan) S$5.00

AirAsia Insure Travel Protection (Return-Trip Plan) S$10.00

1.15 How do I derive the cost per person for AirAsia Insure Travel Protection if my purchase of the Travel

Protection is for more than one person under the same Travel Itinerary?

You may calculate the cost per person as follows:

(Total Premium) * divided by (Number of Persons) **

* Please refer to your Travel Itinerary

** Subject to Age Limit Condition i.e must be at least 9 days old and not exceeding 75 years of age.

1.16 Where can I obtain the full terms and conditions of my AirAsia Insure Travel Protection?

The Full Terms and Conditions of your AirAsia Insure Travel Protection can be found in our Policy Wordings 

and Product Descriptions section respectively.

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2 PURCHASING

2.1 How do I purchase AirAsia Insure Travel Protection?

You can purchase AirAsia Insure Travel Protection online while you are booking your flight/s on

airasia.com, Web Check-in, or through Manage My Booking.

2.2 Can I purchase AirAsia Insure Travel Protection after I make my flight booking?

Yes, AirAsia Insure Travel Protection is made available in Manage My Booking or during Web Check In.

2.3 Why is AirAsia Insure Travel Protection not available during my flight purchase, Web Check In or

Manage My Booking?

AirAsia Insure Travel Protection is only available for flights departing from Malaysia, Thailand, Indonesia,

Singapore, Macau, Hong Kong, Australia, China, Cambodia and Philippines.

It could also be that you have already purchased AirAsia Insure Travel Protection in either your flight

purchase, Web Check In, through Manage My Booking or at any of our sales counters. Please check your

AirAsia travel Itinerary to confirm so.

2.4 Can I purchase AirAsia Insure Travel Protection if I am not a resident of Singapore?

You can purchase AirAsia Insure Travel Protection as long as you are an AirAsia Guest flying out of

Singapore, even if you are not a Singaporean and/or do not live in Singapore.

2.5 If I am travelling with my friend, do we both need to buy separate travel insurance policies?

Yes, you both need to buy separate policies.

2.6 How do I purchase AirAsia Insure Travel Protection for my accompanying infant?

If you purchase AirAsia Insure Travel Protection, your accompanying infant aged 9 days to 2 years is

automatically covered for only Personal Accident. This infant cover is free.

2.7 Can I purchase AirAsia Insure Travel Protection if I am traveling for more than 30 days?

AirAsia Insure Travel Protection is only valid up to 30 days from the Departure Date.

2.8 Can I purchase AirAsia Insure Travel Protection (One Way Plan) if I purchased a return flight ticket?

No, your AirAsia Insure Travel Protection plan is based on your AirAsia Travel Itinerary, if you've purchaseda return ticket, AirAsia Travel Protection (Return-Trip Plan) will cover you for that particular return trip.

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3 COVERAGE 

3.1 What is my insurance coverage under the additional benefit, On Time Guarantee?

The coverage shall pay the insured up to the value of S$100 for delay greater 2 (two) hours of scheduled

departure time caused solely by Carrier Operator/ AirAsia Group.

• Coverage is not extended for accompanying infant if the Insured Person has purchased the protection.

• 

Applies for flight booked on / after 10 June 2011.

3.2 Am I still covered by AirAsia Insure Travel Protection if I catch a connecting flight to a different

destination?

Under AirAsia Insure Travel Protection, air travel coverage is only limited to AirAsia flights. For the Return

Cover Plans, the coverage for the period commencing upon arrival until departure only applies within the

original country of destination on an AirAsia flight.

3.3 If a natural disaster hit the country I'm just about to visit, if I had cover under an AirAsia Insure Travel

Protection policy, could I cancel my Journey and make a claim?

No, AirAsia Insure Travel Protection does not cover any trip cancellation due to natural disaster. Please

refer to the full terms and conditions for more details.

3.4 What kind of benefits do I get with AirAsia Insure Travel Protection?

Please visit the section in our Policy Wordings and Product Descriptions for more detailed information

about the benefits available under the AirAsia Insure Travel Protection program. The following is a

summary of the benefits:

Personal Accident

Provides you and your loved ones monetary compensation if you are involved in an accident with fatal or

serious injuries.

Baggage and Personal Effects

Reimburses you up to S$800 if your luggage or personal effects are lost or damaged.

Flight Cancellation or InterruptionPays up to the total costs of your AirAsia flight if you are required to cancel or shorten your trip due to

sickness, injury or death of an immediate family member.

Accidental Medical Reimbursement

Available only under the Return-Trip Plan, you will be reimbursed on your medical bills up to S$10,000.00 if

you are involved in an accident during your trip and require medical attention.

Evacuation and Repatriation Expenses

Available only under the Return-Trip Plan, you will be reimbursed up to S$40,000 if you are involved in an

accident while traveling and are required to be brought home to your loved ones.

Flight Delay

Compensates you for the time lost up to S$600.00 if your flight is delayed

24-hour Emergency Medical Assistance

Provides you with a 24-hour Emergency Assistance Line.

Trip Curtailment

Available only under the Return-Trip Plan, you will be reimbursed if you require to curtail your trip to

return directly to Singapore due to:

* Hospitalization as a result of a serious accidental bodily injury

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 * Emergency Medical Evacuation

* Death of Insured Person’s Immediate Family Member  

* Hospitalisation of Insured Person’s Immediate Family Member which requires the presence of the

Insured Person

Note: All benefits are subject to the terms and conditions of the AirAsia Insure Travel Protection insurance

policy.

3.5 When does my AirAsia Insure Travel Protection coverage begin?

The Return-Trip Plans commence when you check-in for your AirAsia Departure Flight and terminate when

you have reached the flight terminal on your AirAsia Return Flight.

The One-Way Plans commence when you check-in for your AirAsia Departure Flight and terminate when

you have arrived at the flight terminal of your AirAsia destination.

3.6 Does AirAsia Insure Travel Protection cover Sports and other similar activities?

No, AirAsia Insure Travel Protection does not cover sports and other similar activities. Please refer to the

full terms and conditions for more details.

3.7 Can I cancel my flight for any reason and get a refund through my Trip Cancellation Benefit?

The Trip Cancellation Benefit is only applicable for the reasons stated in the policy’s terms and conditions.

The reasons include unforeseen emergencies such as illness, injury or death involving you, your travel

companion and/or an immediate family member. Pre-existing Conditions are not covered.

3.8 Does my Baggage & Personal Effects Benefit cover theft?

Yes, AirAsia Insure Travel Protection covers theft and damage due to attempted theft as long as it occurs

during your scheduled flight with AirAsia.

3.9 Is a video camera or any other item on loan or hire for the Journey covered?

Yes, loaned items are covered under the AirAsia Insure Travel Protection policies, subject to the applicable

terms, conditions and exclusions. For example, video camera equipment must accompany you as personalcabin baggage, and must not be left unattended in a public place. We regard these items as 'personal

effects'. Any claim arising must first be made under the owner's insurance, if applicable.*

3.10 Are gifts and articles purchased during the Journey covered?

Yes they are covered under the AirAsia Insure Travel Protection policies, subject to the terms, conditions

and exclusions in the Policy Document 

3.11 Would a suitcase shipped home early to save costs on excess baggage be covered under the AirAsia

Insure Travel Protection?

No, any unaccompanied luggage is not covered unless transported by the carrier with whom you are

travelling and arranged in conjunction with your travel ticket.*

3.12 Can sum insured for baggage and personal effect cover under AirAsia Insure Travel Protection be

increased?

No, there is no option under the policies to increase the cover provided for baggage, or any of the other

benefits.

4 EMERGENCY 

4.1 What shall I do if I encounter an accident abroad?

Please call AirAsia Insure Travel Protection's 24-hour Emergency Medical Service number: +65 6836 7616.

To do call collect, you are required to contact the local Telecommunication Operator to connect you to +65

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6836 7616.

It is important that you call this number for more details before you take any action. As for outpatient

treatment, please retain all original receipts and claim them upon your return to Singapore.

4.2 Can I continue with my medical treatment for injuries sustained overseas when I return home?

Yes, you can continue your treatment as long as the initial treatment is received during the trip and allexpenses are incurred within 30 days after the expiry of your AirAsia Insure Travel Protection.

5 CLAIM 

5.1 How can I claim my outpatient accidental medical expenses under the AirAsia Insure Travel Protection

program?

You will be reimbursed for your medical expenses incurred as a result of a covered event as stated in the

policy’s terms and conditions.

5.2 If I need treatment for an illness during my trip, can I claim for medical, hospital or any other related

expenses?

No, your AirAsia Insure Travel Protection only covers you for accident-related medical expenses.

5.3 If the Customs Department were to confiscate anything from me, could I make a claim under the AirAsia

Insure Travel Protection?

No, cover for claims arising from confiscation by authorities is excluded.

5.4 How do I file a claim?

Your AirAsia Insure Travel Protection will be underwritten by EQ Insurance Company Limited. Please

download the Claim Form here and upon completion, please fax and mail the completed form and claim

supporting documents to the fax number and address stated in the Claim Form.

5.5 How long does it take before my claims are processed?

Your claims will be processed within 7 days after you have submitted all the required documents.

5.6 What is the time limit for me to file a claim?All claims must be submitted to EQ Insurance Company Limited within 30 days after the occurrence of the

event together with the supporting documents.

5.7 What shall I do if I disagree with a claim decision made?

AirAsia Insure Travel Protection will advise you in writing of your rights to appeal the claim decision and

the procedures for filing an appeal with EQ Insurance Company Limited