Frequently Asked Questions

We are pleased to provide you answers to some of the most commonly asked questions about travel insurance from Allianz Global Assistance.

If you have additional enquiries, please contact us at: sgtravelsales@allianz-assistance.com.sg

  Purchase

Who can purchase this travel insurance policy?

The policy is available to any resident of Singapore traveling internationally. Resident refers to Singaporean citizens, permanent residents, and working foreigners.

Are ‘business travelers’ eligible to purchase a this travel insurance policy?

Yes. Our travel insurance plan is designed for both leisure and business travelers alike.

Is there an age limit to purchase this travel insurance?

Yes. Only 18 years old and above are the ones who can purchase directly from our website. For more information, please refer to the policy wording for detailed benefits in respect of children (including infants) aged under 18 years or adults aged over 70 years.

Can the policy be issued after the journey has already commenced?

No. All of our policies are designed to be taken out prior to your travel commencement. Else we will issue you another policy the coverage will start on the next day of your trip.

Once the online application has been completed, what happens next?

After the premium has been paid by credit card, a confirmation email comprised of the Certificate of Insurance and Policy Wordings will be sent to you immediately. The Certificate of Insurance contains your policy number that you must quote every time for us to render assistance promptly.

How do I know that buying my policy online is secure?

Allianz Global Assistance uses a secure payment gateway that makes the credit card transaction directly and securely with the payment provider. We do not see, record or store these card details in any form, simply get approval or decline from the payment provider. Once authorised, it's instant travel insurance cover - your confirmation email, policy document and other associated documentation is then emailed to you within a matter of minutes to print as required. This connection through to the bank uses a 40bit encrypted SSL Web Server Certificate so that any information is encrypted or scrambled, making it impossible to intercept or steal.

What is an Individual Plan?

It provides cover for your and the persons travelling with you as covered in your certificate of insurance.

What is a family plan?

Family plan provides cover for you and the members of your family who travel with you on your journey. Under this plan, insured persons may comprise of a maximum of 2 adults who need not be related, and who are named as insured persons in the certificate of insurance; and any number of dependents of either of the two adults mentioned in the certificate of insurance.

  Cover

Can I cancel my policy?

If you decide that you do not want this policy, you may cancel this policy at any time by informing our customer service team/representative before the departure date shown on your certificate of insurance. 

For Annual Plan Coverage, you may cancel this policy at any time by giving notice to Us provided no claim has arisen during the current Period of Insurance. In the event of such cancellation, we will apply a short rate refund as mentioned in the policy wording.

What if I want to change some of my personal information in the policy?

If you intend to amend your policy details, you must let us know in writing before your departure date. Such amendment becomes effective after it has been confirmed and recorded by us with issuance of endorsement. Please contact us at +65 6327 2210.

Can I buy Allianz Global Assistance travel insurance if I am not a resident of the Singapore?

No, you are only covered if you have a valid IC that proves you to be a resident of Singapore.

What are the countries that are not covered by the policy?

We will not pay if under any circumtances you travel to or through Afghanistan, Cuba, the Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan or Syria.

For more information, kindly read and understand the "General Exclusions" of the policy wording.

Does Allianz Global Assistance offer an Annual multi-trip policy?

Yes, the annual multi-trip policy provides cover for any number of trips, up to maximum of 90 days per trip, throughout a year.

Is my travel insurance cancelled automatically after I cancel my travel arrangements?

No. You have to contact us at +65 6327 2210, during office hours & notify us to cancel the policy.

If my travel dates are delayed, how can my insurance cover be postponed?

The traveler that is requesting the policy postponement must immediately notify us by email at sgtravelsales@allianz-assistance.com.sg. In order for postponement to be granted this email must be received and acknowledged by us before the original planned departure date. As long as no claim has been submitted, we will send to you an email with a new policy certificate based on your revised travel details. Please also be advised to review your policy first before requesting a policy postponement because your travel insurance policy provides benefits if you have to postpone your trip due to certain reasons.

If the journey ends earlier than previously planned, will a partial refund of my insurance premium be given?

Sorry, but no. Once your journey begins, we will not refund any part of the premium.

Can I cancel this travel insurance if I can't make the trip?

Yes you can. If you decide that you do not want this policy, you may cancel this policy at any time by informing our customer service team/representative before the departure date shown on your certificate of insurance. However, there will be strictly NO REFUND of any part of your premium.

For Annual Plan Coverage, you may cancel this policy at any time by giving notice to Us provided no claim has arisen during the current Period of Insurance. In the event of such cancellation, we will apply a short rate refund as mentioned in the policy wording.

What is the maximum trip length?

Single trip cover can be purchased for trips up to 180 days. Our annual multi-trip policy covers you for multiple trips during the year but no one trip within this period can exceed 90 days.

If I return home early do I get a refund?

If you buy a 180 day single trip policy and return home after 60 days, the policy is terminated and you will not be entitled for a refund. You will then need to purchase a brand new policy for your next trip. Annual multi-trip policies offer the flexibility of travel however no one trip must exceed 90 days unless you decide to cancel the policy and get a partial refund.

For more information, please read our policy wordings.

Am I covered for any existing medical conditions?

The policy does not cover claims relating directly or indirectly to any existing medical conditions, if you or anyone to be insured has at the time of taking out this insurance or booking your journey (whichever is the later):

  • Been prescribed regular medication
  • Received treatment or had a consultation with a doctor or hospital specialist for any medical conditions in the past 6 months
  • Been referred to, treated by or are currently under the care of a doctor or a hospital specialist
  • Been diagnosed as having a terminal illness

Please click here to read the Health Declaration for more information.

What would happen if I suffer an accident or fall ill during the trip?

Our travel insurance entitles the person to medical assistance and cover for the expenses incurred during the subsequent medical treatment. Please call us immediately at +65 6327 2215 should you have a medical problem whilst overseas (you can make a collect call to reverse charges for emergency assistance).

You are free to choose your medical adviser or an approved medical adviser can be appointed by us.

What is a 'pre-existing medical condition' and will it be covered under the policy?

Pre-existing means

  • An ongoing injury, dental or medical condition of which you are aware, or related complication you have, or the symptoms of which you are aware of;
  • A dental or medical condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor) at any time in the past, prior to policy purchase;
  • Any condition for which you’re taking prescribed medicine;
  • Any condition for which you have had surgery before;
  • Any condition for which you see a medical specialist before;

E.g. If someone broke their leg 5 years ago and there have been no problems since, this is not a ‘pre-existing medical condition.’ However, if that person had a heart attack 5 years ago and is now taking routine cholesterol and blood pressure tests, they DO have a ‘pre-existing medical condition’. Pre-existing medical or dental conditions are NOT covered under our travel Insurance policy.

  Policy

How do I get my insurance documents?

Allianz Global Assistance travel insurance is all online, so we do not send any policy documents in the post. When you buy a policy, we will send you an email confirming the cover you have purchased and policy documents for you to download, print and bring during your trip.

If I have any queries, who do I contact?

Sales & General Inquiries
For any General Enquiries, please call +65 6327 2210
Mon – Fri, 09:00 – 17:30 (Singapore Time)
E-mail: sgtravelsales@allianz-assistance.com.sg

Claims 
If you wish to file your claims, simply do it online! Visit our online claim centre.

For 24 hour Emergency Assistance, please call +65 6327 2215
(Reverse call for those outside Singapore)

Can I purchase a policy if I have already started my journey?

No, your Allianz Global Assistance policy will not be valid if you have already left on your travels.

Are there exclusions in the policy?

Yes. Some exclusions and conditions are specific to individual sections and general exclusions and conditions apply to the policy overall. There is also a health declaration with health exclusions that apply to the emergency medical expenses, cancellation, curtailment and personal accident sections of cover.

Some exclusions include:

1. We will not cover, at the time of purchasing the policy, you were aware of or could foresee a potential condition that may give rise to you making a claim under this policy.

2. Your claim arises because you did not follow advice in the mass media of any government or other official body’s warning:Against travel to a particular country or parts of a country; or; Of a strike, riot, bad weather, civil commotion or contagious disease including epidemic or pandemic). And you did not take appropriate action to avoid or minimise any potential claim under your policy (including delay of travel to the country or part of the country referred to in the warning)

3. Your claim arises directly or indirectly from an act or threat of terrorism, unless otherwise stated in the benefit

4. Your claim arises or is in anyway related to you being in control of any motorized vehicle, including scooter or moped, that you do not hold a relevant valid license for in your country of residence

5. You travel in, to or through Afghanistan, Cuba, the Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan or Syria

6 .You were under the influence of, or affected by alcohol or drugs – unless the drugs were prescribed by a medical advisor and taken in accordance with their instructions.

Please read the policy wording carefully to ensure you have the cover you need.

Are luggage items covered under your insurance policy?

Yes, luggage and personal effects are covered throughout the trip under our insurance policy, but the person must make sure to take all necessary steps to avoid any loss or damage, which includes keeping the properties supervised at all times.

For family travel insurance, do we need to travel together?

For a single trip travel insurance - Yes, family must travel together. 

For an annual multi-trip travel insurance - No, two adults may not need to travel together.

  Claims

Who do I contact to make a claim?

Online Claim Portal

If you wish to file your claims, simply do it online! Visit our online claim portal.

Note: For the claims related to medical & dental expenses, we require original supporting documents to be mailed to us at 12 Marina View, #14-01 Asia Square Tower 2 Singapore 018961.

For 24 hour Emergency Assistance, please call +65 6327 2215
(Reverse call for those outside Singapore)

Who do I contact in the event of a medical emergency?

Our medical emergency team is available 24 hours a day to assist you. You can reach us through this phone number: +65 6327 2215

How am I ever going to remember all these different contact numbers?

We have made this easy for you. All the relevant contact numbers are summarised on the first page of your policy document. These can also be found by clicking the 'Contacts' tab on the website.

How do I file a claim?

Make your claim paperlessly with our online claim portal.

Travel Insurance Promotion

until 31 Dec 2017

40% Off Any Purchase

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