Frequently asked questions
Your travel insurance basics
Travel Guard for Singapore Airlines is a travel insurance product exclusively designed for Singapore Airlines passengers. It provides protects you from unexpected events during your trip which includes medical expense, personal accident, travel inconvenience, life-style and value-add benefits.
This product – underwritten by PT AIG Insurance Indonesia – is only available on singaporeair.com.
Travel insurance is available to ALL Singapore Airlines passengers who are flying out of Indonesia for trips no longer than 180 Days.
Travel Guard for Singapore Airlines is only available on singaporeair.com for Indonesia-originating flights. Simply add Travel Insurance while booking your flight on singaporeair.com or go to Manage Booking and add Travel Insurance to your existing flight booking. You can also add Travel Insurance to your itinerary through Travel Guard. Contact Travel Guard at 0800 124 8888 and mention that you are a Singapore Airlines passenger.
Yes, you’ll be able to purchase insurance. We will take your furthest destination to determine the most appropriate travel insurance plan for your itinerary.
Yes, you’re eligible to purchase insurance. One-way flights will be considered as a day-trip and you will be able to enjoy all our comprehensive benefits while you are in transit.
Your travel insurance benefits
Your travel insurance coverage begins and ends based on the type of trip you are taking.
- If you are traveling one-way, your coverage begins upon check-in for your departure flight from Indonesia and ends upon your arrival to your Singapore Airlines flight’s country of destination.
- If you are traveling round-trip, your coverage begins upon check-in for your departure flight from Indonesia and ends upon the arrival of your return flight to Indonesia.
- If you are traveling to multiple destinations, your coverage begins upon check-in for your departure flight from Indonesia and ends upon the arrival of your return flight to Indonesia or your final flight to your final country of destination.
Note that coverage under your Trip Cancellation and Trip Postponement Benefits begin 30 days prior to your departure.
We offer these outstanding benefits and features:
Benefits described below are subject to the full terms and conditions of this travel insurance policy.
- 24/7 Emergency Assistance
Round-the-clock assistance for medical emergencies provided by Travel Guard AIG.
- Medical & Accident Dental Expenses Incurred Overseas
We cover your medical bills (up to US$100,000 for travel within Asia and up to US$200,000 for travel outside of Asia) if you get sick or encounter an accident while traveling abroad.
- Overseas Hospital Income
This benefit provides daily cash payments if you’re confined in a hospital overseas.
- Emergency Medical Evacuation & Repatriation
This helps you get back home to your loved ones if something happens to you on your trip.
- Compassionate Visit & Child Protector
These benefits help pay to have a loved one visit you or bring your child back home if you’re confined in a hospital overseas for an extended period.
- Medical Expenses incurred in Indonesia
Takes care of your follow-up medical treatment upon your return to Indonesia.
- Accidental Death & Permanent Disablement Benefit
This benefit will provide a lump sum cash payment if you suffer a permanent disability or death due to an accident during your trip.
- Child Protector
Pays for one relative or friend to accompany the insured’s children home following the hospitalization of the insured.
- Travel Cancellation
This covers the non-refundable cost of your trip if you have to cancel your trip due to insurable reasons such as death in the family or serious injury.
- Travel Postponement
This covers additional administrative charges required to reschedule your trip due to insurable reasons such as death in the family or serious injury.
- Travel Curtailment
This covers the non-refundable cost of your trip if you have to cut your trip short due to insurable reasons such as death in the family or serious injury.
- Travel Interruption
This covers the unused portion of your trip if you are hospitalized overseas.
- Personal Baggage
Covers the loss of, or damage to, your luggage while you are traveling overseas.
- Travel Delay
Compensates you financially for the time you spend on waiting for a re-scheduled Singapore Airlines flight.
- Baggage Delay
Compensates you financially for the inconvenience of waiting for your delayed baggage and allows you to purchase your necessities while abroad or upon your return to Indonesia.
- Travel Documents
Assists you to arrange lost travel documents such as passports and entry visas.
- Personal Liability Abroad
Covers you against liability to third parties or damage to their property caused by your negligence.
- Golf Advantage
Covers damage or loss of golfing equipment
- Automatic Extension of Policy Cover
Extends your policy for free if you need to stay longer overseas due to hospitalization or quarantine.
- Home Guard
Protects the contents of your home due to fire if it was left vacant for the full duration of your trip.
- Rental Vehicle Excess
Pays for the insurance excess of your rental car if you are involved in an accident.
Yes! You’ll be covered for sickness-related medical expenses while you are overseas. To learn more about your medical expenses benefit, please view the full terms and conditions of your policy.
Yes! If you received medical treatment overseas, you can continue medical treatment in Indonesia when you return – up to the limit specified in the policy or up to thirty (30) days, whichever is earlier.
Yes! You can still add travel insurance to your booking even if you have a pre-existing condition. However, some benefits will exclude these pre-existing medical conditions from its coverage. For more details, please view the full terms and conditions of your policy.
The Trip Cancellation, Postponement and Curtailment benefits in your policy only cover the non-refundable portion of your air fare and other trip costs if you have to cancel, postpone or cut short your trip due to valid insurance reasons. This includes serious sickness or death in your family that would prohibit you from continuing with your trip. To learn more about this benefit, please view the full terms and conditions of your policy.
Your COVID-19 coverage
Full terms, conditions and exclusions can be found in here.
Key benefits for COVID-19 coverage are:
- Up to IDR 2,400,000,000 for Overseas Medical Expenses
- Up to IDR 60,000,000 for Travel Cancellation and Travel Postponement due to contraction of COVID-19
- Up to IDR 60,000,000 for Travel Curtailment
- Emergency Medical Evacuation & Repatriation
For one-way trips, the ONLY benefit available is Travel Cancellation and Travel Postponement.
Singapore Airlines passengers who are aged eighty (80) years or below at the point of departure and are travelling out of Indonesia with trips not exceeding 180 days will be able to purchase this policy.
The policy can be purchased along with the flight ticket through the Singapore Airlines website. Passengers can also purchase it for confirmed flight itineraries via the Manage Booking section on the Singapore Airlines website.
The policy covers any overseas trip undertaken on a flight operated by Singapore Airlines, SilkAir, or their code share partners if you purchased the ticket from Singapore Airlines or through an authorized agent of Singapore Airlines.
Singapore Airlines passengers may take up the AIG travel insurance policy starting from IDR 120,000 (per passenger) for a three-day trip to Singapore. The premium is automatically calculated based on the final destination and duration of the trip.
Yes, it is only available for passengers aged two (2) until eighty (80) years old.
Passengers may file a claim by following the procedures found in the claim form.
Passengers will need to contact AIG's Customer Service Representatives for assistance on their travel insurance bookings. For Indonesia, passengers will need to email AIG at singaporeair_id@AIG.com or call AIG Customer Service Hotline at 0800 124 8888 from Monday to Friday, 8.30am to 5pm.
After purchasing your policy
There’s no need to worry! You don’t need to bring a copy of your Insurance Confirmation on your trip. All you need is your Confirmation Number and our 24-hour Emergency Assistance Number
+62 21 21889023 / +60 3 26855758.
If you would still like to receive a copy of your Insurance Confirmation for your records, please e-mail us at singaporeair_id@AIG.com your request including your Full Name, Date of Purchase, Confirmation Number (if available), Travel Dates and E-mail Address. You can also call our Customer Service Hotline at 0800 124 8888 from Monday - Friday, 8.30AM - 5PM.
Please don’t forget to contact us to make the corresponding changes to your travel insurance policy. You can send us an e-mail at singaporeair_id@AIG.com or call our Customer Service Hotline at 0800 124 8888 from Monday - Friday, 8.30AM - 5PM.
Your travel insurance policy is very flexible and allows for most changes made to your trip. Please do note that changes to your policy must be done in conjunction to changes made to your Singapore Airlines flight booking.
You can make changes to your policy in conjunction with any changes you make to your Singapore Airlines flight booking.
You can extend your policy in conjunction with the extension of your Singapore Airlines flight booking even after you’ve left Indonesia. All other changes to your policy are prohibited after your departure date.
Yes! We allow for policy cancellations as long as the request is done in conjunction with the cancellation of your Singapore Airlines flight booking and is requested prior to your departure date.
If you would like to cancel your policy, please don’t forget to contact us. You can send us an e-mail at singaporeair_id@AIG.com or call our Customer Service Hotline at 0800 124 8888 from Monday - Friday, 8.30AM - 5PM.
We can also help you determine if the reasons you are cancelling is covered under Trip Cancellation Benefit and help with your claims submission if necessary.
Please don’t worry! The Singapore Airlines Website does not reflect the latest status of your policy. Please refer to the latest policy change or policy cancellation confirmation sent by AIG Indonesia for the most updated version of your policy.
If you would still like to re-confirm the latest status of your policy, please don’t hesitate to e-mail us at singaporeair_id@AIG.com
For most cases, we will immediately confirm your travel insurance policy online. However, in cases in which your policy was not confirmed, please call our Customer Service Hotline at 0800 124 8888 from Monday - Friday, 8.30AM - 5PM so we can finalize your travel insurance application over the phone.
Please don’t worry! We will honor your coverage as long as your premium has already been collected by the Singapore Airlines Website.
Let us take care of you
Please call our 24-hour Emergency Assistance Hotline (+62 21 21889023 / +60 3 26855758) and we will ensure that you get the necessary assistance. Please don’t forget that you can call the hotline collect to avoid direct charges.
If you require hospital treatment, please make sure that you keep original copies of your receipts when you return to Indonesia to ensure a smoother refund process.
To file a claim, you can download our Notice of Claim Forms online and follow the simple instructions included in the document. For questions about your claim, please e-mail us at singaporeair_id@AIG.com or call our Customer Service Hotline at 0800 124 8888 from Monday - Friday, 8.30AM - 5PM.
Please be mindful that you need to file your claim no later than thirty (30) days after the occurrence of the claimable event.
As a Singapore Airlines customer, your claims will be processed as a priority. We promise to complete the claims review process within Fourteen (14) working days* following the receipt of all required documents.
*Disclaimer:Claim will be proceeded with payment if claim is liable and claim documents are completely received.
This travel insurance is underwritten by PT AIG Insurance Indonesia, an insurance company registered and supervised by The Financial Services Authority (OJK). Copyright © 2020. All rights reserved.