Frequently Asked Questions

FlexiTravel Hourly Insurance

General

  • Q:What are the main differences between FlexiTravel Hourly Insurance and the usual Per Trip Travel Insurance by Income?

    A:

    FlexiTravel Hourly Insurance is an innovative product developed by Income to provide hourly insurance coverage to travellers going on short trips, and who may not require coverage for whole days.

    Here are the main differences of FlexiTravel Hourly Insurance and our usual Per Trip Travel Insurance:

    DifferencesFlexiTravel Hourly InsurancePer Trip Travel Insurance
    Premium structure

    Chargeable by the hour

    (minimum charge of 6 hours)

    		Chargeable by the day
    Covered destinationsBintan, Batam, and Malaysia

    All countries

    (Except Afghanistan, Iraq, Liberia, Sudan, and Syria)

    Minimum period of insurance6 hours1 day
    Maximum period of insurance7 days180 days
    Activation platformsMy Income App

    - Income website online

    - My Income App

    - Any Income advisers

    - Any Income branches

    - The Travel product hotline 6788 1222

  • Q:When does the coverage for my FlexiTravel Hourly Insurance start and end?

    A:

    The coverage for your FlexiTravel Hourly Insurance:

    a) Starts at the later of:

    i. The start of your period of insurance; or

    ii. When you leave Singapore, and

    b) Ends at the earlier of:

    i. The end of your period of insurance; or

    ii. When you arrive in Singapore.

  • Q:If I have a pre-existing medical condition, can I still purchase FlexiTravel Hourly Insurance?

    A:

    Yes, our FlexiTravel Hourly Insurance will cover you against all travel related benefits except any conditions that arise from your pre-existing medical conditions¹.

    If you have pre-existing medical conditions and wish to be covered for them, we will recommend you to take up an Enhanced PreX plan under our Travel Insurance which will cover pre-existing medical conditions. You can learn more about our Enhanced PreX Travel Insurance here.

    ¹ Pre-existing medical condition means any injury or sickness (including any complications which may arise):

    a. which you knew about before the start of your trip; or

    b. which you have received diagnosis, consultation, medical treatment or prescribed drugs for in the 12 months before the start of your trip; or

    c. which you have been asked to get medical treatment or medical advice for by a medical practitioner within 12 months before the start of your trip.

    The pre-existing medical condition definition also applies to injury or sickness of your family member.

  • Q:Do you provide cover for hazardous sports and motorcycling?

    A:

    We cover leisure activities that are accessible to the general public/tourists such as bungee jumping, scuba diving, motorcycling (including pillion riding), horse riding, winter sports, water rafting in our standard policy terms.

    However, dangerous or professional sports and activities are not covered in our policy terms. You may send us an enquiry here if you wish to check if the activity you are taking part in is covered. We will get back to you within 3 working days.

  • Q:If my family consisting of myself, my father, my spouse and my child are travelling together, can I buy under a Family cover?

    A:

    Yes, a Family covers the policyholder and his or her:
    a. spouse; and/or
    b. parents; and/or
    c. parents-in-law; and/or
    d. biological or legally adopted children less than 21 years old; and/or
    e. grandparents; and/or
    f. grandparents-in-law; and/or
    g. grandchildren.

  • Q:If my child is travelling alone, can I purchase a FlexiTravel Hourly Insurance for him/her?

    A:

    No, you will not be able to purchase a FlexiTravel Hourly Insurance for your child if your child is travelling alone. Your child is encouraged to purchase and activate their own FlexiTravel Hourly Insurance via My Income app. FlexiTravel Hourly Insurance can only be bought by the policyholder to cover themselves.

  • Q:What is the maximum period of coverage for FlexiTravel Hourly Insurance?

    A:

    The maximum travel period for FlexiTravel Hourly Insurance is 7 days. Please purchase Travel Insurance for trips beyond 7 days.

  • Q:How many days in advance can I purchase the FlexiTravel Hourly Insurance?

    A:

    You can only purchase the FlexiTravel Hourly Insurance up to 60 days in advance.

  • Q:How are the premiums charged for FlexiTravel Hourly Insurance?

    A:

    Premiums will be charged on an hourly basis subject to a minimum premium payable equivalent to 6 hours of coverage.

  • Q:Is there a minimum premium chargeable for trips of less than 6 hours?

    A:

    Yes, you will be charged for a minimum premium payable equivalent to 6 hours of coverage.

  • Q:Can I purchase one-way cover?

    A:

    No, you must start and end your trip in Singapore.

Application & Procedure

  • Q:How can I activate my FlexiTravel Hourly Insurance coverage?

    A:

    You can activate your FlexiTravel Hourly Insurance coverage via My Income app under Travel and select “Bintan, Batam & Malaysia (Hourly Coverage)”.

  • Q:What do I indicate as the period of insurance?

    A:

    You will need to indicate the start date and time as well as the end date and time of your trip for the period of insurance. The start and end date and time will be based on Singapore time. Start date: The date you are departing from Singapore (e.g., If you are departing from Singapore on 1 Jan 2022 23:50, you should indicate the start date and time as 1 Jan 2022, 11:50pm). End date: The date you are arriving in Singapore (e.g. If you are arriving in Singapore on 05 Jan 2022 09:30, you should indicate the end date as 5 Jan 2022, 9:30am).

  • Q:How do I request for a change in my period of insurance prior to and after the commencement of my trip?

    A:

    You can extend or shorten your period of insurance to cover your entire trip as required under “Edit trip details” via My Income app if your policy has not expired.

    If you choose to shorten your trip after it has commenced, you would only be charged for the hours you have consumed, subject to a minimum premium that is equivalent to six hours of coverage. You should only end your coverage upon arrival in Singapore through the My Income app, if not, your policy will not be valid.

  • Q:Can I purchase the FlexiTravel Hourly Insurance if I am already overseas?

    A:

    No, you will need to purchase the FlexiTravel Hourly Insurance prior to setting off for your Malaysia, Bintan, or Batam trip from Singapore. If not, your policy will not be valid.

  • Q:How do I make payment?

    A:

    You can pay your premium by credit card (Visa/MasterCard).

  • Q:Will my credit card be charged immediately?

    A:

    No, the premiums will be computed on an hourly basis and the final premium will only be deducted from the credit card you have provided us at the end of your trip.

    For trips less than 6 hours, please note that a minimum premium that is equivalent to 6 hours of coverage apply.

COVID-19 Coverage

  • Q:What COVID-19 benefits does Income’s FlexiTravel Hourly Insurance provide?

    A:

    Income’s FlexiTravel Hourly Insurance provides the following COVID-19 benefits:

    COVID-19 BenefitsMaximum benefit (S$) limit per insured person
    Medical expenses overseas due to COVID-19150,000
    Emergency medical evacuation and sending you home due to COVID-19150,000

    Please note that we will not pay for claims arising from COVID-19 for all the other benefits other than those stated above.

  • Q:Are there any conditions to be eligible for the COVID-19 benefits?

    A:

    You will be eligible for the COVID-19 benefits as long as you satisfy all vaccination, pre-departure tests and post-arrival tests requirements imposed by the destination country or transport operator at the time your trip is booked.

  • Q:Are my expenses for COVID-19 diagnostic tests covered under FlexiTravel Hourly Insurance?

    A:

    No, we do not cover any expenses incurred for mandatory COVID-19 diagnostic tests that you are required to take for the trip, such as Antigen Rapid Test (ART), Polymerase Chain Reaction (PCR) test, rostered routine tests, pre-departure tests and post-arrival tests.

Medical Expenses

  • Q:If I travel to seek medical treatment in Malaysia, Bintan, or Batam, can I take up FlexiTravel Hourly Insurance?

    A:

    No. FlexiTravel Hourly Insurance seeks to cover people who are travelling to Malaysia, Bintan, or Batam, for leisure purposes. It is not intended to cover people who are travelling to seek medical treatment.

  • Q:If I am hospitalized whilst overseas, is it covered by my FlexiTravel Hourly Insurance?

    A:

    Yes, we will reimburse you the necessary and reasonable cost of emergency medical, surgical, hospital, dental treatment and ambulance recommended or requested by a medical practitioner for you to be treated while overseas, up to the limit shown in the table of cover or up to a period of 30 days from the date of the first treatment, whichever comes first.

  • Q:Does my policy cover dental treatment whilst overseas?

    A:

    Yes, we will pay for the necessary and reasonable costs of emergency dental treatment recommended or requested by a medical practitioner for you to be treated while overseas, up to the limit shown in the table of cover or up to a period of 30 days from the date of the first treatment, whichever comes first.

  • Q:Can I seek specialist medical treatment whilst overseas?

    A:

    Yes, our FlexiTravel Hourly Insurance will cover you for your specialist medical treatment expenses provided that the specialist medical treatment is considered necessary, and you are referred by a general practitioner. This is for up to the limit shown in the table of cover or up to a period of 30 days from the date of the first treatment, whichever comes first.

  • Q:If I visit a doctor after I return to Singapore, will my FlexiTravel Hourly Insurance cover me for the medical expenses incurred?

    A:

    No, you will not be covered for medical expenses incurred in Singapore.

  • Q:Can I seek medical treatment from a Chinese medicine practitioner or chiropractor instead of general practitioner?

    A:

    No, medical treatment from a Chinese medicine practitioner or chiropractor is not covered under FlexiTravel Hourly Insurance.

Compassionate Visit

  • Q:If I am hospitalised in Malaysia, Bintan, or Batam, can my family members visit me?

    A:

    Yes, one of your family members can come over to visit you provided that you are hospitalised overseas for at least three full days due to injury or sickness sustained during your trip and no adult family member or travelling companion is with you at that time.

    We will pay for the reasonable economy-class transport expenses (for air, sea or land travel) and hotel accommodation expenses for one family member to travel and be with you or one travelling companion to stay with you until you are confirmed medically fit by a medical practitioner to continue with your trip or to return to Singapore or for up to 14 days from the date the trip ends, whichever comes first.

Emergency Medical Evacuation & Sending You Home

  • Q:Can I choose my means and destination of evacuation?

    A:

    No, either Income or our appointed assistance company will arrange and decide on the best suited means of evacuation. It may include air ambulance, surface ambulance, regular air transportation or any other appropriate means. You can be assured that our decisions will be based solely on your severity and medical necessity.

  • Q:What does the Sending you home benefit cover?

    A:

    Sending you home benefit covers the costs incurred for the transportation and return of the insured’s body back to Singapore or to his home country. This is provided that death occurs due to an injury or sickness which occurred whilst overseas.

Shortening Your Trip

  • Q:If I decide to cut short my trip and return to Singapore due to natural disasters or sudden riot breakouts at my planned destination, how would the policy cover me?

    A:

    We will pay for the transport expenses (air, sea or land travel) and accommodation costs that you have paid or have agreed to pay under a contract and which you cannot get back (including the travel agent’s cancellation fee). We will also pay for extra economy-class transport expenses (air, sea or land travel) and reasonable accommodation expenses that you have to pay to return to Singapore. To view the applicable limits for this benefit, please refer to the table of cover.

  • Q:What happens if I cut short my trip due to serious sickness overseas?

    A:

    We will pay for the transport expenses (air, sea or land travel) and accommodation costs that you have paid or have agreed to pay under a contract and which you cannot get back (including the travel agent’s cancellation fee).

    We will also pay for extra economy-class transport expenses (air, sea or land travel) and reasonable accommodation expenses that you have to pay to return to Singapore.

  • Q:For shortening of trip, can I claim for expenses (e.g. taxi fares, meals and drinks) other than accommodation and travel expenses?

    A:

    No, you will only be reimbursed for accommodation and transport expenses. Other expenses such as taxi fares, meals and drinks will not be covered.

Baggage & Personal Belongings

  • Q:If I lost my jewellery and watches whilst overseas due to a theft or an accident, am I covered for my loss?

    A:

    Yes, you will be covered up to the limit and sub-limits as shown in Section 8 of the table of cover.

  • Q:If my baggage is lost or damaged in an accident, am I covered under my travel insurance?

    A:

    Yes, you will be reimbursed up to the limit and sub-limits as shown in Section 8 for your lost or damaged baggage.

  • Q:How does the policy cover me for loss of money due to a robbery or theft?

    A:

    You will be reimbursed for loss of money as shown in Section 10 if your money was stolen from you while you are overseas.

  • Q:What does Losing passport, driver’s license, and travel documents benefit cover?

    A:

    We will pay for reasonable economy-class transport (air, sea or land travel) and accommodation expenses of a standard room which you have to pay while overseas to apply to replace the lost passport or travel documents. We will also pay for the administrative fee which you have to pay to get a replacement passport, passport photograph, driver’s license or travel documents.

Leisure Activities

  • Q:When will I be eligible for the Unused entertainment tickets benefit?

    A:

    You will be eligible for the Unused entertainment tickets benefit under the following conditions, provided they happen on the day of the entertainment event or on the date of expiry of the entertainment ticket, whichever is later:

    a. Your death, serious sickness or serious injury resulting in your hospitalization.

    b. A sudden riot, strike or civil commotion breakout at your destination.

    c. The bankruptcy or insolvency of the entertainment provider or booking agency from which you have bought your prepaid entertainment ticket from; if the bankruptcy or insolvency takes place after the purchase date of this policy and the petition for bankruptcy or a similar petition was not filed before the purchase date of this policy.

    You will also be eligible for the Unused entertainment tickets benefit if you have to shorten your trip and for which you have made a claim which we will pay under section 6 – Shortening your trip.

  • Q:What am I entitled to if I am eligible for the Unused entertainment tickets benefit?

    A:

    We will pay for the unused entertainment ticket expenses that you have paid or have agreed to pay under a contract and which you cannot get back from the entertainment provider or booking agency.

  • Q:If my golf equipment is stolen overseas, what can I claim for?

    A:

    If your golf equipment is stolen from your accommodation or a locked motor vehicle while overseas, we will either replace or pay a cash equivalent for your lost golf equipment subject to wear and tear.

    If you need to rent golf equipment to continue playing golf when your golf equipment is stolen from your accommodation or a locked car, we will pay for the rental fees of the golf equipment if you have made a successful claim for your lost golf equipment.

    In order to claim for your lost golf equipment, you must show that:

    a. You have taken all possible steps and been careful to protect the security of your golf equipment and prevent loss and ensure that they are secured in a safe place within your accommodation or locked motor vehicle; and

    b. There is proof that your accommodation or motor vehicle has been broken into or the lock has been tampered with; and

    c. You have reported the loss to the police or to the relevant authority where the loss has happened within 24 hours of discovering the loss.

  • Q:If I am unable to play golf while overseas due to an injury or sickness, can I claim for my non-refundable, pre-paid and unused green fees?

    A:

    Yes. To claim for your non-refundable, pre-paid and unused green fees, you must:

    a. provide a written report of your medical condition from a medical practitioner confirming your inability to play golf as a result of injury or sickness; and

    b. You have reported your inability to play golf to the golf course service provider as soon as practicable and apply for a refund of the pre-paid and unused green fees.

    We will reduce your claim by the amount the golf course service provider has refunded you.

Others

  • Q:What does Personal accident benefit cover?

    A:

    Personal accident benefit covers you against injury caused by accident that result in death, permanent total disability or disabilities such as loss of limb(s) or sight within 90 days from the date of accident.

  • Q:Will FlexiTravel Hourly Insurance cover me if I am held hostage in Malaysia, Bintan, or Batam?

    A:

    Yes, we will pay you a cash benefit for each full day (i.e., 24 hours in a row) up to the benefit limit if you are held hostage following a kidnap whilst overseas.

  • Q:When will I be reimbursed for phone calls made overseas?

    A:

    You will only be reimbursed for the actual telephone charges up to the benefit limit for calls made to our appointed assistance company or your bank.

    This is provided that:

    a. there is a medical emergency, and you have made a claim which we will pay under sections 1 – Personal accident, 2 – Medical expenses overseas, 3 – Emergency medical evacuation, or 4 – Sending you home; or

    b. you need to call the bank when your bank card has a fraudulent charge and for which you have made a claim which we will pay under section 10 – Losing money.

  • Q:What is covered under Full terrorism cover benefit?

    A:

    Our FlexiTravel Hourly Insurance covers for any of the losses listed in the policy arising from or in relation to an act of terrorism, up to the limit as shown in the table of cover.