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TravelProtection FAQs

Claims


1
How do I submit a claim and what are the documents needed?

Please submit your claims to Chubb Insurance Singapore Limited (Chubb) online at www.chubbclaims.com.sg and select the relevant claims category.

You will be asked to provide details of the Main Traveller along with other information for verification purposes:

  • Policy number
  • Policy documents
  • Full Name of Main Traveller (Kindly note that this should be the Full Name of the Main Traveller registered in the Duo/Family Plan)
  • Mobile number of Main Traveller (Kindly note that this should be the Mobile Number of the Main Traveller registered in the Duo/Family Plan)
  • Passport/itinerary for proof of travel/travel plans

You will also be required to provide supporting documents, and these are commonly requested:

Claim Scenarios

Claim Scenarios Supporting Documents

Personal accident / Overseas Medical Expenses / Overseas Quarantine benefits

  • Original medical bills and receipts

  • Medical report or discharge summary with cause

  • Police report for accidents

Loss/damage of personal property and baggage

  • Proof of purchase

  • Police report of lost items made within 24 hours after incident

  • Property damage irregularity report

Travel Cancellation and Postponement (due to serious accidental injury or serious illness or death)

  • Medical report stating you are unfit for travel

  • Death certification/ medical report of your travel companion or your family member

  • Proof of relationship

Written confirmation from tour agent/carrier/hotel on the extra charges incurred, hotel accommodation confirmation advice or travel deposit receipt

Baggage delay

Writing by the airline or their handling agent(s) as well as the number of hours delayed and the reason for the delay

Travel delay

Writing by the airline or their handling agent(s) as well as the number of hours delayed and the reason for the delay


For other enquiries on coverage and claims please contact Chubb:
Email: CustomerService.SG@chubb.com 
Hotline: +65 6398 8776
Business hours: Mondays to Fridays, 9:00am to 5.00pm (excluding Public Holidays)


2
How long from the incident must I submit the claim?

You will need to submit your claims within 30 days after the incident.


COVID-19

COVID-19 related Q&A (Subject to terms and conditions stated in your Policy Wording)


1
What are the benefits for COVID-19 coverage?
  • Overseas Medical Expenses due to COVID-19
  • Emergency Medical Evacuation & Repatriation of Mortal Remains due to COVID-19
  • Travel Cancellation, Postponement and Curtailment due to COVID-19
  • Overseas Hospital Confinement benefit due to COVID-19
  • Overseas Quarantine benefit due to COVID-19

2
How can I show the local authorities that I have medical insurance coverage for COVID-19?

The Coverage Summary (Certificate of Insurance) will be the proof of coverage.


3
I am departing for my trip next week, but the government at the destination country has announced a border closure. Can I make a claim?

No, cancellation due to changes in regulations or orders given by the government or relevant authorities of any country or group of countries on border closures of a country is not covered.


4
If I test positive for COVID-19 upon arriving at my travel destination and, as a result, I am denied entry. Will I be covered for the medical expenses and unutilised travel expenses, which will be forfeited?

Yes, you will only be covered provided you are certified by a Doctor as unfit to continue travel. Please refer to “Section E5 Travel Curtailment due to COVID-19” of your Policy Wording for more details.


5
Does the COVID-19 Cover also include expenses related to COVID-19 diagnostic tests?

No, any expenses related to COVID-19 diagnostic tests, including pre-departure tests and post-arrival tests, are not covered under this benefit.


6
I am overseas and have been ordered by the authorities to self-isolate due to close contact with a positive COVID-19 carrier and have been subsequently diagnosed with COVID-19. Is there any benefit that I can claim?

You are entitled to claim under “Section E7 Overseas Quarantine” if you are placed under Compulsory Quarantine by the authority at the Designated Facility Overseas as a result of COVID-19 diagnosis and confirmed by a Doctor. Also, you are entitled to make a claim under “Section E1 Overseas Medical Expenses due to COVID-19” for Medical Expenses incurred as result of COVID-19.


Note: This does not apply to “Health Risk Alerts” sent by local authorities.


7
I am required to be hospitalised overseas due to positive COVID-19. Would I be able to claim the Overseas Hospital Benefit for COVID-19?

If you are confined in a Hospital or other Temporary Medical Facility Overseas as a result of COVID-19, and as diagnosed by a Doctor, you will be paid S$100 per twenty-four (24) hours of Confinement and up to the maximum sum insured in the Benefit schedule. The calculation will be based on the medical records submitted at the time of claims.


8
If I am quarantined upon return to Singapore, am I covered?

No, there is no quarantine benefit upon your return to Singapore.


9
What should I do if I test positive for COVID-19 while overseas?

Our Chubb Assistance team is ready to assist you. Please call the 24-hour hotline at +65 6836 2922 for immediate support.


TravelProtection


1
How can I apply for TravelProtection?


Launch My StarHub App on your phone.


Click on the “Protection” and select “TravelProtection”.

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Choose the plan of your choice (Asia Pacific or Global) and click “Purchase this plan”.

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You should type in the destination(s) of your travel and the trip duration.

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Depending on the number of people you are travelling with, select a plan that suits you.

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Enter a few basic details as prompted.

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Choose a suitable billing account for TravelProtection to be charged to.

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Please ensure all information filled in are correct as cancellation or modifications will not be allowed after submission.

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And you are done.

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To view details of your plan, tap “Manage” for more.

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2
When does my coverage start for the TravelProtection benefits?
  • Coverage is effective upon the issuance of the Certificate of Insurance or within thirty (30) days prior to the Scheduled Departure Date, whichever is later and shall cease on the commencement of the Journey for Section C1 - Travel Cancellation and Travel Postponement.
  • Coverage is effective upon the issuance of the Certificate of Insurance or within fifteen (15) days prior to the Scheduled Departure Date, whichever is later and shall cease on the commencement of the Journey for Section E4 - Travel Cancellation and Travel Postponement due to COVID-19.
  • For all other sections, cover is effective upon commencement of the Journey.

3
I am extending my trip duration; how can I extend my travel coverage duration?

You can extend the coverage duration by logging onto the My StarHub App and purchasing the same TravelProtection plan.

  • You should enter the start and end dates for the extended part of your trip.
    E.g. If you have initially stated you are travelling from 1 to 14 May, but you are now extending to 30 May, you should indicate 15 May as your start date and 30 May as your end date.
  • Then proceed to fill in your travellers’ details. The travellers’ details should match what you have filled in for the original trip coverage duration for this particular trip.


Please note that the maximum duration covered is 90 days in a single trip.


4
What are the coverage/ benefits under this plan?

Under TravelProtection, you will be covered for the following:

Summary of Benefits

Maximum Sum Insured (SGD)

APAC

Global

A) PERSONAL ACCIDENT

1

Accidental Death & Permanent Disablement

$100,000

$200,000

B) MEDICAL BENEFITS

1

Overseas Medical Expenses

  • Alternative Medical Expenses

$100,000

Up to $750

$200,000

Up to $750

2

Overseas Hospital Confinement Benefit

$100 per 24 hours Up to $700

$100 per 24 hours

Up to $700

3

Emergency Medical Evacuation & Repatriation

Unlimited

Unlimited

4

Repatriation of Mortal Remains

Unlimited

Unlimited

5

Overseas Hospital Visit and Compassionate Visit

$4,000

$5,000

C) TRAVEL INCONVENIENCES

1

Travel Cancellation and Travel Postponement

$3,000

$5,000

2

Travel Curtailment

$3,000

$5,000

3

Loss or Damage of Personal Property and Baggage
($500 max per article, $300 max for loss of money)

Up to $2,000

Up to $3,000

4

Travel Delay

$200 per 6 hours Up to $400

$200 per 6 hours Up to $800

5

Baggage Delay

$200 per 6 hours Up to $400

$200 per 6 hours Up to $800

6

Personal Liability

$500,000

$1,000,000

7

Credit Card Indemnity

NIL

$1,500

8

24 Hour Emergency Assistance / 24 Hour Medical Assistance

Included

Included

D) SUPPLEMENTARY BENEFITS (*Exclusive to StarHub Customers*)

1

Replacement of Mobile Phone

$100

$100

2

Replacement of SIM card in lost Mobile Phone

Included under Section C3

Included under Section C3

3

Unused Data Roaming Add-on due to Journey Cancellation or Postponement

Included under Section C1

Included under Section C1

4

Emergency Mobile Phone Charges

Actual Cost on StarHub mobile line, or Up to $100

Actual Cost on StarHub mobile line, or Up to $100

E) COVID–19 COVER

1

Overseas Medical Expenses due to COVID–19

$100,000

$200,000

2

Overseas Hospital Confinement Benefit due to COVID-19

$100 per 24 hours Up to $700

$100 per 24 hours Up to $700

3

Repatriation of Mortal Remains due to COVID-19

Unlimited

Unlimited

4

Travel Cancellation and Travel Postponement due to COVID-19

$3,000

$5,000

5

Travel Curtailment due to COVID-19

$3,000

$5,000

6

Emergency Medical Evacuation & Repatriation due to COVID-19

Unlimited

Unlimited

7

Overseas Quarantine Benefit due to COVID-19

$50 per 24 hours

Up to $350

$50 per 24 hours

Up to $350


Important Notes

  • The amounts listed above are the maximum coverage payable for each benefit.
  • All benefits items are on reimbursement basis where the Insured Person will be reimbursed for the expenses incurred except for benefit items A1, B4, C4, C5, E2 and E7.
  • Please refer to the Policy Wording for the full specifications, conditions and exclusions.

5
Is the coverage different for adult and child?

No, the benefits and claims limit is the same for both adults and children.


6
What are the eligibility and criteria to apply for as a Main Traveller and insured person under TravelProtection?

For Individual and Duo plans, you must be a Singapore Resident and at least 18 years old and up to 69 years old on the date of TravelProtection purchase.


For Family plan, you will be asked to key in the Main Traveller’s information and this person must be at least 18 years old and up to 69 years old on the date of TravelProtection purchase. The accompanying child(ren) should be at least 45 days old and up to 17 years old on the date of purchase to be eligible. All insured persons need to be Singapore Residents.


Family plan includes family members who are partner, child(ren), parent, parent-in-law, grandparent, grandparent-in-law, great grandparent, great grandparent-in-law, grandchild(ren), brother, sister, brother-in-law, sister-in-law, niece and/or nephew of the Main Traveller.


7
What are the different TravelProtection plans StarHub offers?

We offer 3 types of plans:

  • Individual Plan: Covers 1 adult between 18 and 69 years old on date of purchase
  • Duo Plan: Covers 2 adults between 18 and 69 years old on date of purchase
  • Family Plan: Covers up to 2 adults (between 18 and 69 years old) and 7 children (between 45 days and 17 years old) on date of purchase.


In terms of travelling destination, you may select either the Asia Pacific or Global, depending on your itinerary.

  • Asia Pacific – Australia, Brunei, Cambodia, China, Hong Kong SAR, India, Indonesia, Japan, Laos, Macao SAR, Malaysia, Mongolia, Myanmar, New Zealand, Philippines, South Korea, Sri Lanka, Taiwan, Thailand, Timor-Leste and Vietnam.
  • Global – Worldwide except for Cuba and Singapore. (If you are travelling to a destination within Asia Pacific but want to enjoy the higher coverage under the Global plan, you may select the Global option)

Please note: If the Ministry of Foreign Affairs (MFA) of Singapore advises against travelling to a certain destination, the destination will be excluded from coverage.


We may adjust the countries covered for COVID-19 depending on the COVID-19 development.


8
How long before my travel date can I buy TravelProtection?

You can buy TravelProtection up to 180 days before your travel date.


9
What documents will I receive after successfully buying the TravelProtection plan?

You should receive a confirmation email from donotreply.sg@Chubb.com with the subject title, TravelProtection - Confirmation of Policy. The email is sent to the email address you stated during the application. The email comes with 2 attachments:

  • Cover Summary (Certificate of Insurance): This document is important to present at immigration for your COVID-19 medical coverage.
  • Policy Wording: This policy document contains detailed information regarding TravelProtection.

10
I just bought the TravelProtection. How long do I have to wait to receive the confirmation email and my documents?

You should receive the email from donotreply.sg@Chubb.com with the subject title, TravelProtection - Confirmation of Policy within 24 hours from the time of purchase.


11
Can I cancel this policy or modify my travel information details?

Once you have purchased the TravelProtection, you will not be able to cancel the policy or modify the travel information you have entered. Please ensure all information filled in are correct before submission.


12
Can I purchase the TravelProtection on the same day I am travelling?

We only accept application and purchase of TravelProtection 1 day before the start date of your trip. You will not be able to purchase on the day of your travel.


13
Can I buy the TravelProtection after I have arrived at my overseas destination?

No. The coverage is only applicable if you had purchased the policy before departing from Singapore.


14
Do you cover cruise to nowhere?

TravelProtection does not cover cruise to nowhere.


15
Which destinations are excluded from the TravelProtection benefits?

We may exclude destinations following our General Exclusions, such as to sanctioned countries, or countries against travel advice by a national or international body or agency.


For full details, please refer to the Policy Wording.


Please refer to the MFA website for latest updates: https://www.mfa.gov.sg/Where-Are-You-Travelling-To


16
I have another insurance policy from Chubb that covers the same benefit. Can I claim from both?

If you had purchased more than 1 travel insurance policy, you may only claim from one policy.