COVID-19 Travel Insurance FAQs

Yes, COVID-19 high risk countries are countries with high infection rates where such information can be found on World Health Organization (WHO) website. The COVID-19 high risk countries will change every month depending on the infection rates in each country. Please ensure you check the COVID-19 high risk country listing here before purchasing your travel insurance.

Please note that in addition to the above, our Travel policy generally excludes travel in, to or through Afghanistan, Iraq, Liberia, Sudan or Syria.

If you are travelling to multiple countries, we will only provide the COVID-19 Coverage to countries not classified as COVID-19 high risk countries at the point of purchase of the COVID-19 Coverage. The list of COVID-19 high risk countries may vary from time to time as the situation is fluid. However, we will provide coverage for you as long as your destination was not classified as a COVID-19 high risk country at the time of your purchase of the COVID-19 Coverage.

Yes. The traveller will only be eligible if he/she has undergone a mandatory pre-departure COVID-19 diagnostic test such as COVID-19 Polymerase Chain Reaction (PCR) test within 72 hours before departing for the trip and the test result is negative before the traveller departs from Singapore. The test results need not be submitted at the time of purchase but must be furnished at the time of submitting a COVID-19 Coverage claim.

Expenses incurred for mandatory COVID-19 diagnostic tests that the traveller is required to take for the trip, such as pre-departure tests and post-arrival tests, are not covered under the COVID-19 Coverage.

For all travel policies bought from 9am on 4 March 2020 to 25 November 2020

No, there will be no cover for claims due to COVID-19 for all benefits. You can purchase a new policy and submit your request to cancel your existing policy via our online form. Please provide us your new policy number so that we can cancel your existing policy with full refund. Please note that COVID-19 high risk countries are excluded from COVID-19 Coverage. You may refer to Q2 for more information on COVID-19 high-risk countries.

For policies (in the case of single trip plans) bought and trip bookings (in the case of annual plans) made before 9am on 4 March

We will cover the non-refundable portion of your trip cancellation / postponement / shortening / disruption claim after you have sought refund from your transport and accommodation provider if:

There will be no cover for claims due to COVID-19 for all other benefits.

COVID-19 high risk countries are excluded because it is foreseeable that one’s health may be affected by travelling to such countries. As the situation evolves, we may relook our classification of countries again.

If you are travelling to a COVID-19 high risk country, you may still purchase our Travel Insurance without COVID-19 Coverage. Claims related to COVID-19 will not be covered. You will still be covered for other events which are unrelated to COVID-19, for example, Loss of Baggage.

We will provide COVID-19 coverage as long as the country you are travelling to is not classified as a COVID-19 high risk country at the time of your purchase of the COVID-19 Coverage. You may refer to Q2 for more information on COVID-19 high-risk countries.

We have factored in the costs of providing the COVID-19 Coverage but at the same time ensured that our premiums and product remain competitive.

The COVID-19 Coverage are automatically included for single trip travel insurance as we want all our customers to be well-protected against the risks involved.

COVID-19 Coverage is not automatically included for annual travel insurance because customers may be unsure about their travel plans as it is uncertain how the pandemic will pan out.
Annual policyholders can call 6788 1222, email us or contact your Income advisor and provide us with your policy number and trip details to get a quote to include the COVID-19 Coverage for their upcoming trip under their existing annual policies.
As the situation evolves, we will review if there is a need to automatically include COVID-19 Coverage for annual travel insurance.

The COVID-19 Coverage is automatically included for single trip travel insurance to all destinations regardless of travel arrangements (i.e. green lanes), except for COVID-19 high risk countries as stated here.

No, this is because the airline or hotel has provided a full refund in the form of credits/vouchers/open tickets. We will only cover the non-refundable portion of your claim. If you do not receive any claim payout under your policy, you can choose to cancel your policy and receive a full refund.

You must submit your claims within 30 days of your original intended date of travel.

You can make your claims online or via mail. Find out more here.

You’ll need to prepare the following before filing your claim:

• Flight itinerary, boarding pass or passport stamp which shows the date of departure and return to Singapore
• Tour itinerary and tour booking invoice or receipt
• Travel agency/airline/accommodation provider’s written confirmation on the cost of non-refundable prepaid travelling expenses (including cancellation fees)
• Your (or the claimant's) bank account details.

All our Travel Insurance single-trip plans are eligible:

• Standard Plans (Classic, Deluxe, Preferred)
• Enhanced PreX Plans (Basic, Superior and Prestige)

You can request for a cancellation of your policy by calling us at 6788 1222 (Mon-Fri, 9am-6pm). If your policy is eligible for the refund, we’ll process your cancellation request within 3 working days and you can expect to receive your refund via cheque within 14 working days.

If you are not submitting a claim for your original itinerary, you may proceed to make changes by sending your request via our online form before your trip starts. If you are submitting a claim for your original travel itinerary, you’ll need to purchase a new Travel Insurance policy for your new trip.

Unfortunately, we are unable to provide you with a full refund of the insurance premium. A full refund of the premium is only eligible for Travel Insurance plans that have been purchased for travel dates on or before 31 December 2020. We will monitor the COVID-19 situation and may revise these date accordingly.

However, you still have the flexibility to cancel your Travel Insurance plan and get a refund on the insurance premium, subject to a one-time administrative fee of $21.40 for processing the refund, regardless of the amount of premium paid, provided the cancellation request is made before the start of the trip and no claims have been made.