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Travel Insurance Customer Service & Claims

Here are the contact details that you need to know for your travel insurance policy:

Emergency Medical Assistance

Please call our 24-hour Emergency Assistance Number (+852) 3516 8699 if you need medical assistance while traveling.


This service is provided by Travel Guard’s very own emergency assistance center.


Dedicated Customer Service

For insurance-related enquiries, changes to your policy or questions about your claims, please e-mail us at travelguard.hk@aig.com or call our Customer Service Hotline at (+852) 3666 7022 (Office hours: (Mon-Fri) 9am-5.30pm).


For a list of frequently asked questions, please visit our extensive FAQ Page.


How to File an Insurance Claim

Detailed procedures for filing a claim are included in our Notice of Claims Form.


For COVID-19 related claims, please prepare the following documents:

Medical Expenses & Emergency Medical Evacuation & Repatriation of Remains / Out-of-country COVID-19 Diagnosis Quarantine Allowance

  • Original hospital / medical bill(s) / receipt(s) / medical report stating diagnosis and the date of the injury / sickness commenced certified by a qualified medical practitioner
  • Letter of referral from general practitioner for the medical treatment conducted by the specialists, physiotherapists, etc.

Reimbursement of Journey Cancellation / Journey Curtailment

  • Copy of original itinerary
  • Documentation confirming trip cancellation
  • Documentation confirming non-refundable / refunded amount
  • Original receipt(s) showing any pre-paid costs or deposits made OR additional travel and/or accomodation expenses incurred after the commencement of the insured journey
  • Medical certificate indicating diagnosis and reason that the insured is unfit for travel, if applicable
  • Death certificate, if applicable
  • Proof of relationship to the insured, if applicable

 

Reimbursement of Journey Postponement

  • Original documentation / receipts indicating the additional travel and/or accomodation expenses incurred after the commencement of the insured journey 
  • Documentation from common carrier or travel agent indicating the reason for travel re-arrangement
  • Documentation confirming non-refundable / refunded amount

 

Please e-mail us at travelguard.hk@aig.com or call our Customer Service Hotline at (+852) 3666 7022 (Office hours: (Mon-Fri) 9am-5.30pm) for any claims-related enquiries.


Travel insurance

Travel insurance

*This travel insurance product is underwritten by AIG Insurance Hong Kong Limited (AIGHK). AIGHK is a licensed insurer authorized to carry on general insurance business in Hong Kong. Singapore Airlines Limited is a travel insurance agent appointed by AIGHK. Copyright © 2019. All rights reserved.