guide to travel insurance claims

Important Note
  1. You must inform us as soon as possible and no later than 30 days after an incident which may result in a claim under this policy.

  2. The information featured in this website is published for general information only. The precise terms and conditions of the insurance are specified in the policy.


medical or death

You can claim for medical expenses for treatments incurred overseas if you suffered an unexpected illness or injury while on your trip overseas. If you choose to get treated in Singapore, you are still eligible for a claim if you seek medical treatment within 48 hours after returning to Singapore.

You can claim for TCM treatment and claim up to $50.00 per visit, up to the limit indicated in your policy documents.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Original medical bill(s)

You can claim Daily Hospital Cash if you are confined to a hospital overseas, and if your hospitalisation was caused directly from any illness or injury you had on your trip. You can also claim Daily Hospital Cash for hospitalisation in Singapore if the illness or injury was a result of an incident that happened during your trip overseas.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Medical report or inpatient discharge summary

You/your family member can claim for Accidental Death or Permanent Disability due to an accident that happened while overseas on your trip.

To file a claim, please call our Emergency Assistance at +65 6322 2072 if you are overseas or call us at +65 6820 8888 if you are back in Singapore and let us guide you through the claims process


theft of or damage to baggage or personal belongings

You can claim for Theft of Baggage or Personal Belongings if your baggage or personal belongings are stolen while on your trip overseas. The amount payable will be subjected to limits, depending on (1) the item type, (2) whether you still have the original receipt and (3) the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at $50 per article/pair of articles/set of articles, up to maximum 5 articles.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Police report for the stolen item(s), lodged overseas within 24 hours of theft
  • Original invoice(s) for the stolen item(s)

You can claim for Damage to Baggage or Personal Belongings if your personal belongings got damaged due to an accident, while on your trip overseas. The amount payable will be subjected to limits, depending on (1) the item type, (2) whether you still have the original receipt and (3) the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at $50 per article/pair of articles/set of articles.

If you’re claiming damage of baggage or personal belongings, please note that you must keep the item with you as we may request for you to send it to us to facilitate claim investigation or payout. In the event we do request for you to send us the damaged item, you will need to arrange the postage or transportation of the damaged item to us at your own expense.

If you intend to claim for repair costs for your damaged baggage or personal belongings, please first obtain a quotation from the service provider who will be repairing your item.

You will need to send us the quotation for approval before you repair your item, in order to be eligible for a claim.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Baggage damage report from relevant authorities or service providers (including airport and airline)
  • Proof of denial or partial compensation by the transportation or accommodation providers and/or manufacturers if your damaged item is still under warranty.
  • Coloured photographs of the damaged item(s)
  • Original invoice(s) for the damaged item(s)

You can claim for Loss of Baggage by the airline if the airline lost your baggage. We’ll need you to lodge a report with the airline first and request for compensation. In the event that the airline refuses to compensate, you can file a claim with us.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Report to the airline
  • Proof of denial or compensation by the airline
  • Original invoice(s) for the lost item(s)

You can claim for Loss of Travel Documents and Theft of Money while you are overseas on your trip.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Police or relevant report lodged overseas within 24 hours of theft
  • Receipts issued from the consulate for your new or temporary passports

delays & disruptions

You can claim for Trip Cancellation and Loss of Deposit if you cancel your trip or change a travel companion because any of the following happened 30 or fewer days before your scheduled departure:

  • You or any travel companions suffer a serious illness or injury, are not allowed by government authorities to travel because of infectious disease, or in case of death;
  • A family member or any person that your trip is dependent on suffers a serious illness or injury, or dies;
  • You or a travel companion are required to be a witness in court during the date(s) you intended to go on your trip;
  • Your or a travel companion’s home suffers serious damage due to a fire, storm, flood or natural disaster and, as a result, you or your travel companion have no choice but to cancel your trip or change your original trip schedule;
  • The Singapore government issues a travel advisory against travelling to one of your planned destinations;
  • A serious public event is declared in Singapore or one of your planned destinations;
  • You are a child, and your guardian, who is also a travel companion, has to cancel your trip because of one of the reasons listed above.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
  • Death certificate of policyholder’s or insured person’s family members

You can claim for Trip Postponement if you postpone your trip or change a travel companion because any of the following happened 30 days or less before your scheduled departure:

  • You or any travel companions suffer a serious illness or injury, are not allowed by government authorities to travel because of infectious disease, or in case of death;
  • A family member or any person that your trip is dependent on suffers a serious illness or injury, or dies;
  • You or a travel companion are required to be a witness in court during the date(s) you intended to go on your trip;
  • Your or a travel companion’s home suffers serious damage due to a fire, storm, flood or natural disaster and, as a result, you or your travel companion have no choice but to cancel your trip or change your original trip schedule;
  • The Singapore government issues a travel advisory against travelling to one of your planned destinations;
  • A serious public event is declared in Singapore or one of your planned destinations;
  • You are a child, and your guardian, who is also a travel companion, has to postpone your trip because of one of the reasons listed above.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
  • Death certificate of policyholder’s or insured person’s family members

You can claim for Trip Cut Short if you cut short your trip or change a travel companion because any of the following reasons:

  • You or any travel companions suffer a serious injury or illness or dies;
  • A family member or any person you plan to stay with during your trip suffer a serious injury or illness or dies;
  • The Singapore government issues a travel advisory against travelling to one of your planned destinations;
  • A serious public event is declared in Singapore or one of your planned destinations;
  • The aircraft you are onboard is hijacked for more than 12 hours; or
  • You are a child, and your guardian, who is also a travel companion, has to cut short your trip because of one of the reasons listed above.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
  • Death certificate of policyholder’s or Insured Person’s family members

You can claim for Travel Delay if the public transport you are scheduled to travel in during your trip is delayed for six continuous hours or longer and you did not cause the delay. This includes delays where you are forced to take another travel time slot because your preferred time slot was overbooked.

You’ll need to prepare these documents

  • Itinerary
  • Re-scheduled boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay

You can submit your claim to us via WHATSAPP (Snap, Upload, Pay)

Step 1: Save our WhatsApp number, +65 9128 8552 into your contact list as FWD Claims and you are ready to start.

Step 2: Open your WhatsApp application and select our contact number (FWD Claims)

Step 3: Just type in the message: “I’ve a claim.”

You can claim for Trip Diversion if the public transport you are scheduled to travel in during your trip is diverted to another destination and you did not cause this diversion.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Itinerary
  • Re-scheduled boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay

You can claim for Missed Connections if you miss your travel connection when the public transport you are scheduled to travel in arrives late and you are stranded for six continuous hours or longer because there were no other available travel alternatives.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Itinerary
  • Re-scheduled boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay

You can claim for Insolvency Protection if your trip is cancelled unavoidably before your scheduled departure because the travel agent, transport provider, tour operator, and/or accommodation provider responsible for all or part of your trip is declared insolvent.

“Insolvent” and “Insolvency” refers to an individual or entity’s inability to pay his, her, or its debt, resulting in his, her, or its business stopping all operations due to:

  • Declared insolvency, with or without filing for bankruptcy or a comparable process;
  • An owner or employee has prior convictions for fraudulent or dishonest acts, or is under investigation on fraudulent or dishonesty charges, or is illegally running away with monies belonging to the business.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice or event ticket
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Event company confirmation on the cost of non-refundable expenses

You can claim for Baggage Delay if your checked-in baggage is delayed, sent to the wrong destination, or temporarily misplaced by any transport provider, but eventually reaches you six continuous hours or longer after your arrival at your scheduled destination or when you return to Singapore.

To claim, you’ll need these documents:

  • Boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were without your baggage with the reason for the baggage delay

You can submit your claim to us via WHATSAPP (Snap, Upload, Pay)

Step 1: Save our WhatsApp number, +65 9128 8552 into your contact list as FWD Claims and you are ready to start.

Step 2: Open your WhatsApp application and select our contact number (FWD Claims)

Step 3: Just type in the message: “I’ve a claim.”


other claims

You can claim for Personal Liability While On Your Trip if you are held legally responsible for the accidental death of or bodily injury to a third party and/or loss or damage to a third party’s property while you are overseas on your trip. The third party cannot be an interested party.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Overseas police and/or incident report
  • Correspondence from the third party (including Letter of Demand and Court) (Local/Overseas)

You can claim for Car Rental Excess Cover if your policy includes this benefit (as shown in your Travel Insurance Summary) and you become legally responsible for paying an excess (or deductible or similar condition) resulting from accidental loss or damage to a rental car from a licensed rental agency while overseas on your trip.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Rental vehicle agreement and excess receipt
  • Overseas police report in case of a road accident

You can claim for Emergency Phone Charges if:

  • You call our Emergency Assistance to engage one of their services covered under this policy.
  • You suffer a serious illness or injury during your trip and have to call the police, medical facilities, consulates, or your family members in Singapore.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare this document

  • Telephone bill

You can claim for Fraudulent Personal Credit Card Use if unauthorised charges are made on your credit card(s) while you are overseas on your trip.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Credit card statement
  • Report to the police and credit card(s) issuer within 24 hours of discovery your stolen credit card(s) or any unauthorised charges

You can claim for Pet Care if your scheduled return to Singapore is delayed for six continuous hours or longer because the public transport you are scheduled to travel in is delayed and you did not cause the delay. This includes delays where you are forced to take another travel time slot because your preferred time slot was overbooked.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Flight itinerary
  • Re-scheduled boarding pass

You can claim for sports equipment (see below) if you had purchased the Sports Equipment Protector rider and it was stolen or damaged because of an accident during your trip except when being used in the course of practice or play. The amount payable will be subjected to limits, depending on whether you still have the original receipt and the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at $50 per article/pair of articles/set of articles.

“Sports Equipment” includes golf clubs, diving gear, skis (boards and poles), snowboards, wakeboard, bicycling and fishing tackle equipment as well as any specialist apparel intrinsic to diving, skiing and snowboarding. We will also cover any other equipment we have agreed to cover (in writing) before your trip started.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Flight itinerary
  • Damage report filed with relevant authorities or service providers
  • Coloured photographs of the damaged item(s)
  • Original invoice for the damaged / loss item(s)

You can claim for Home Cover if your home gets burgled or catches fire while you were on holiday.

To file a claim, please call our Emergency Assistance at +65 6322 2072 if you are overseas or call us at +65 6820 8888 if you are back in Singapore and let us guide you through the claims process.

medical or death

You can claim for medical expenses for treatments incurred overseas if you suffered an unexpected illness or injury while on your trip overseas. If you choose to get treated in Singapore, you are still eligible for a claim if you seek medical treatment within 48 hours after returning to Singapore.

You can claim for TCM treatment and claim up to $50.00 per visit, up to the limit indicated in your policy documents.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Original medical bill(s)

You can claim Daily Hospital Cash if you are confined to a hospital overseas, and if your hospitalisation was caused directly from any illness or injury you had on your trip. You can also claim Daily Hospital Cash for hospitalisation in Singapore if the illness or injury was a result of an incident that happened during your trip overseas.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Medical report or inpatient discharge summary

You/your family member can claim for Accidental Death or Permanent Disability due to an accident that happened while overseas on your trip.

To file a claim, please call our Emergency Assistance at +65 6322 2072 if you are overseas or call us at +65 6820 8888 if you are back in Singapore and let us guide you through the claims process

theft of or damage to baggage or personal belongings

You can claim for Theft of Baggage or Personal Belongings if your baggage or personal belongings are stolen while on your trip overseas. The amount payable will be subjected to limits, depending on (1) the item type, (2) whether you still have the original receipt and (3) the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at $50 per article/pair of articles/set of articles, up to maximum 5 articles.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Police report for the stolen item(s), lodged overseas within 24 hours of theft
  • Original invoice(s) for the stolen item(s)

You can claim for Damage to Baggage or Personal Belongings if your personal belongings got damaged due to an accident, while on your trip overseas. The amount payable will be subjected to limits, depending on (1) the item type, (2) whether you still have the original receipt and (3) the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at $50 per article/pair of articles/set of articles.

If you’re claiming damage of baggage or personal belongings, please note that you must keep the item with you as we may request for you to send it to us to facilitate claim investigation or payout. In the event we do request for you to send us the damaged item, you will need to arrange the postage or transportation of the damaged item to us at your own expense.

If you intend to claim for repair costs for your damaged baggage or personal belongings, please first obtain a quotation from the service provider who will be repairing your item.

You will need to send us the quotation for approval before you repair your item, in order to be eligible for a claim.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Baggage damage report from relevant authorities or service providers (including airport and airline)
  • Proof of denial or partial compensation by the transportation or accommodation providers and/or manufacturers if your damaged item is still under warranty.
  • Coloured photographs of the damaged item(s)
  • Original invoice(s) for the damaged item(s)

You can claim for Loss of Baggage by the airline if the airline lost your baggage. We’ll need you to lodge a report with the airline first and request for compensation. In the event that the airline refuses to compensate, you can file a claim with us.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload and mail the supporting documents (please refer to the list below) to us at FWD Singapore Pte Ltd (Claims Team), 6 Temasek Boulevard #18-01, Suntec Tower 4, Singapore 038986
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Report to the airline
  • Proof of denial or compensation by the airline
  • Original invoice(s) for the lost item(s)

You can claim for Loss of Travel Documents and Theft of Money while you are overseas on your trip.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Police or relevant report lodged overseas within 24 hours of theft
  • Receipts issued from the consulate for your new or temporary passports

delays & disruptions

You can claim for Trip Cancellation and Loss of Deposit if you cancel your trip or change a travel companion because any of the following happened 30 or fewer days before your scheduled departure:

  • You or any travel companions suffer a serious illness or injury, are not allowed by government authorities to travel because of infectious disease, or in case of death;
  • A family member or any person that your trip is dependent on suffers a serious illness or injury, or dies;
  • You or a travel companion are required to be a witness in court during the date(s) you intended to go on your trip;
  • Your or a travel companion’s home suffers serious damage due to a fire, storm, flood or natural disaster and, as a result, you or your travel companion have no choice but to cancel your trip or change your original trip schedule;
  • The Singapore government issues a travel advisory against travelling to one of your planned destinations;
  • A serious public event is declared in Singapore or one of your planned destinations;
  • You are a child, and your guardian, who is also a travel companion, has to cancel your trip because of one of the reasons listed above.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
  • Death certificate of policyholder’s or insured person’s family members

You can claim for Trip Postponement if you postpone your trip or change a travel companion because any of the following happened 30 days or less before your scheduled departure:

  • You or any travel companions suffer a serious illness or injury, are not allowed by government authorities to travel because of infectious disease, or in case of death;
  • A family member or any person that your trip is dependent on suffers a serious illness or injury, or dies;
  • You or a travel companion are required to be a witness in court during the date(s) you intended to go on your trip;
  • Your or a travel companion’s home suffers serious damage due to a fire, storm, flood or natural disaster and, as a result, you or your travel companion have no choice but to cancel your trip or change your original trip schedule;
  • The Singapore government issues a travel advisory against travelling to one of your planned destinations;
  • A serious public event is declared in Singapore or one of your planned destinations;
  • You are a child, and your guardian, who is also a travel companion, has to postpone your trip because of one of the reasons listed above.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
  • Death certificate of policyholder’s or insured person’s family members

You can claim for Trip Cut Short if you cut short your trip or change a travel companion because any of the following reasons:

  • You or any travel companions suffer a serious injury or illness or dies;
  • A family member or any person you plan to stay with during your trip suffer a serious injury or illness or dies;
  • The Singapore government issues a travel advisory against travelling to one of your planned destinations;
  • A serious public event is declared in Singapore or one of your planned destinations;
  • The aircraft you are onboard is hijacked for more than 12 hours; or
  • You are a child, and your guardian, who is also a travel companion, has to cut short your trip because of one of the reasons listed above.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Written medical advice or medical certificate from the attending medical practitioner confirming that you were unfit to travel (for cases of serious injury or illness)
  • Death certificate of policyholder’s or Insured Person’s family members

You can claim for Travel Delay if the public transport you are scheduled to travel in during your trip is delayed for six continuous hours or longer and you did not cause the delay. This includes delays where you are forced to take another travel time slot because your preferred time slot was overbooked.

You’ll need to prepare these documents

  • Itinerary
  • Re-scheduled boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay

You can submit your claim to us via WHATSAPP (Snap, Upload, Pay)

Step 1: Save our WhatsApp number, +65 9128 8552 into your contact list as FWD Claims and you are ready to start.

Step 2: Open your WhatsApp application and select our contact number (FWD Claims)

Step 3: Just type in the message: “I’ve a claim.”

You can claim for Trip Diversion if the public transport you are scheduled to travel in during your trip is diverted to another destination and you did not cause this diversion.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Itinerary
  • Re-scheduled boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay

You can claim for Missed Connections if you miss your travel connection when the public transport you are scheduled to travel in arrives late and you are stranded for six continuous hours or longer because there were no other available travel alternatives.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Itinerary
  • Re-scheduled boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were delayed along with the reason for the delay

You can claim for Insolvency Protection if your trip is cancelled unavoidably before your scheduled departure because the travel agent, transport provider, tour operator, and/or accommodation provider responsible for all or part of your trip is declared insolvent.

“Insolvent” and “Insolvency” refers to an individual or entity’s inability to pay his, her, or its debt, resulting in his, her, or its business stopping all operations due to:

  • Declared insolvency, with or without filing for bankruptcy or a comparable process;
  • An owner or employee has prior convictions for fraudulent or dishonest acts, or is under investigation on fraudulent or dishonesty charges, or is illegally running away with monies belonging to the business.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days.

You’ll need to prepare these documents

  • Tour booking invoice or event ticket
  • Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses
  • Event company confirmation on the cost of non-refundable expenses

You can claim for Baggage Delay if your checked-in baggage is delayed, sent to the wrong destination, or temporarily misplaced by any transport provider, but eventually reaches you six continuous hours or longer after your arrival at your scheduled destination or when you return to Singapore.

To claim, you’ll need these documents:

  • Boarding pass
  • Copies of written proof from the public transport operator or their handling agents stating the number of hours you were without your baggage with the reason for the baggage delay

You can submit your claim to us via WHATSAPP (Snap, Upload, Pay)

Step 1: Save our WhatsApp number, +65 9128 8552 into your contact list as FWD Claims and you are ready to start.

Step 2: Open your WhatsApp application and select our contact number (FWD Claims)

Step 3: Just type in the message: “I’ve a claim.”

other claims

You can claim for Personal Liability While On Your Trip if you are held legally responsible for the accidental death of or bodily injury to a third party and/or loss or damage to a third party’s property while you are overseas on your trip. The third party cannot be an interested party.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Overseas police and/or incident report
  • Correspondence from the third party (including Letter of Demand and Court) (Local/Overseas)

You can claim for Car Rental Excess Cover if your policy includes this benefit (as shown in your Travel Insurance Summary) and you become legally responsible for paying an excess (or deductible or similar condition) resulting from accidental loss or damage to a rental car from a licensed rental agency while overseas on your trip.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Rental vehicle agreement and excess receipt
  • Overseas police report in case of a road accident

You can claim for Emergency Phone Charges if:

  • You call our Emergency Assistance to engage one of their services covered under this policy.
  • You suffer a serious illness or injury during your trip and have to call the police, medical facilities, consulates, or your family members in Singapore.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare this document

  • Telephone bill

You can claim for Fraudulent Personal Credit Card Use if unauthorised charges are made on your credit card(s) while you are overseas on your trip.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Flight itinerary or boarding pass
  • Credit card statement
  • Report to the police and credit card(s) issuer within 24 hours of discovery your stolen credit card(s) or any unauthorised charges

You can claim for Pet Care if your scheduled return to Singapore is delayed for six continuous hours or longer because the public transport you are scheduled to travel in is delayed and you did not cause the delay. This includes delays where you are forced to take another travel time slot because your preferred time slot was overbooked.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Flight itinerary
  • Re-scheduled boarding pass

You can claim for sports equipment (see below) if you had purchased the Sports Equipment Protector rider and it was stolen or damaged because of an accident during your trip except when being used in the course of practice or play. The amount payable will be subjected to limits, depending on whether you still have the original receipt and the age of the item. For instance, if you are unable to submit the original invoice, the claim limit will be capped at $50 per article/pair of articles/set of articles.

“Sports Equipment” includes golf clubs, diving gear, skis (boards and poles), snowboards, wakeboard, bicycling and fishing tackle equipment as well as any specialist apparel intrinsic to diving, skiing and snowboarding. We will also cover any other equipment we have agreed to cover (in writing) before your trip started.

To file a claim:

  • Logon to our Customer Portal or notify us online here
  • Provide your details
  • Upload supporting documents (please refer to the list below)
  • Our Claims team will review the submission and send you an email acknowledgement within the next 2 working days

You’ll need to prepare these documents

  • Flight itinerary
  • Damage report filed with relevant authorities or service providers
  • Coloured photographs of the damaged item(s)
  • Original invoice for the damaged / loss item(s)

You can claim for Home Cover if your home gets burgled or catches fire while you were on holiday.

To file a claim, please call our Emergency Assistance at +65 6322 2072 if you are overseas or call us at +65 6820 8888 if you are back in Singapore and let us guide you through the claims process.



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travel claim faq’s