Singapore Airlines

Frequently asked questions

Frequently asked questions

Your travel insurance basics

 
What is Travel Guard® Travel Insurance by AIG?

Travel Guard® Travel Insurance by AIG is a travel insurance product designed for Singapore Airlines passengers. It protects you from unexpected events during your trip which includes medical expenses, personal accident, travel inconvenience, life-style and value-add benefits.

Travel Insurance cover is offered by AIG Europe S.A., available only to residents of Germany.

Who can purchase Travel Guard® Travel Insurance by AIG?

To be eligible for cover under the Singapore Airlines International Travel Insurance products, you must be:

• Traveler must be above 3 months old.
• All travelers must be residents of Germany
• For one way travel, the insurance is valid up to 72 hours from the time of departure.

How can I apply for Travel Guard® Travel Insurance by AIG?

Singapore Airlines Travel Guard® Travel Insurance by AIG is only available on singaporeair.com for flights departing from Germany. Travel insurance may be included while booking your flight on singaporeair.com or added via Manage Booking.

Your travel insurance benefits

 
When does my Travel Guard® Travel Insurance by AIG coverage begin and end?

For all plans, cancellation coverage begins on the date your certificate is issued. Cover for all other sections begins when you leave your home or place of departure to start your trip and ends when you return home or until the end of the period of insurance shown as the return date on the policy certificate, whichever is sooner.

Can I add travel insurance to my booking if I have a pre-existing medical condition?

You can still add travel insurance to your itinerary if you have a pre-existing condition however it is important to note that your pre-existing condition(s) are not covered and you are not able to apply to have your condition(s) covered.

Your enhanced COVID-19 coverage

 

On 30 January 2020, the World Health Organisation (WHO) declared a global health emergency for COVID-19 and on March 11, WHO declared COVID-19 a pandemic. Therefore, some losses caused by or due to COVID-19 are not considered unexpected, unknown or unforeseeable and may not be covered under the terms and conditions of this insurance policy. If you previously purchased an insurance policy, the facts and circumstances surrounding your trip and the terms and conditions of your policy will determine the extent of coverage for COVID-19-related claims.

If you are purchasing a new policy, we have amended the AIG travel insurance policy to cover certain situations pertaining to COVID-19. Full terms, conditions and exclusions can be found here.



What are the key benefits for COVID-19 coverage under the AIG travel insurance policy?

Key benefits for COVID-19 coverage are:

  • Up to € 200.000 for Overseas Medical Expenses & Emergency Evacuation
  • Up to € 5.000 for Trip Cancellation
  • Up to € 120 daily cash allowance for Quarantine at Destination, capped at 14 consecutive days
When will the AIG travel insurance policy be available for sale?

This policy will be available to passengers departing from Germany to all global destinations from 4 December 2020.

Who can purchase the AIG travel insurance policy?

Singapore Airlines passengers who are residents of Germany and travelling out of Germany will be able to purchase this policy.

How can passengers purchase the AIG travel insurance policy?

The policy can be purchased along with the flight ticket through the Singapore Airlines website. Passengers can also purchase it for confirmed itineraries via the Manage Booking section on the Singapore Airlines website.

Does the AIG travel insurance policy cover SilkAir/Scoot flights?

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.

What is the premium for the AIG travel insurance policy?

Singapore Airlines passengers may take up the AIG travel insurance policy starting from € 57 (per passenger) for a three-day trip to Singapore. The premium is automatically calculated based on the final destination and duration of the trip.

Does the AIG travel insurance policy include any age limit or restriction?

The minimum age for cover under this policy is fourteen (14) days from birth and some benefits may have a reduced amount payable based on age – please refer to the Table of Benefits for further information.

Please be aware that if you, as the policyholder are a minor (i.e. under the age of 18 years), sec. 104 et seq. German Civil Code will apply.

How can passengers file for a claim?

Passengers may file a claim by submitting a completed claim form with supporting documents. To request a claim form, please contact our claims department using the details below:

AIG Europe S.A., Direktion für Deutschland, Neue Mainzer Str. 46 – 50, 60311 Frankfurt am Main
+49 (0) 69 97 113 998
DE.Travelclaims@AIG.com
Open Monday to Friday between 9am to 5pm (local time)

A passenger has purchased his flight ticket before 4 December 2020. Can the passenger still purchase the AIG travel insurance policy?

Yes, the passenger can do so via the Manage Booking section on the Singapore Airlines website. However, this option is not available if the passenger has already purchased the AIG travel insurance policy with the flight ticket before 4 December 2020.

If passengers require further assistance with the AIG travel insurance policy, whom should they approach?

Passengers will need to contact AIG’s Customer Service Representatives for assistance on their travel insurance bookings. For Germany, passengers should email AIG at DE.Reiseversicherung@aig.com or call the AIG Customer Service Hotline at +49 (0) 69 97 113 998 from Monday to Friday between 9am and 5pm (local time).

After purchasing your policy

 
Where can I get the full Policy Wordings of my travel insurance policy?

Your Policy Wordings are available on this website and also attached within the confirmation email you received from AIG.

What should I do if I did not receive the Travel Guard® Travel Insurance Certificate?

If you did not receive your Insurance Certificate, you should notify AIG with your policy number (if available), full name, flight booking number, travel dates, date of purchase, and e-mail address by emailing DE.travelclaims@AIG.com or calling +49 (0) 69 97 113 998.

Can I cancel my travel insurance policy and receive a refund?

You may return the Policy to us within 14 days of purchasing, provided that no claim has arisen and your travel has not commenced. AIG will cancel the policy and give you a full refund of premium.

After 14 days we will not refund any part of the premium.

You can send us an email at DE.travelclaims@AIG.com or call our dedicated customer service hotline at +49 (0) 69 97 113 998.

Let us take care of you

 
What should I do if I get sick or encounter an accident abroad?

Please call our 24-hour emergency assistance number +49 (0) 69 97 113 998 if you need medical assistance while travelling. When overseas, call collect through the local operator and we will take care of your phone charges (for medical and emergency assistance only). This service is provided by AIG Travel Guard.

If you require hospital treatment, please ensure that you keep original copies of your receipts when you return to Germany to ensure a smoother refund process.


Travel insurance

Travel insurance

Travel Insurance cover is offered by AIG Europe S.A., available only to residents of Germany. Copyright © 2020. All rights reserved.