Singapore Airlines

Frequently asked questions

Frequently asked questions

Your travel insurance basics

 
What is Travel Protect by Singapore Airlines?

Travel Protect by Singapore Airlines is a travel insurance product exclusively designed for Singapore Airlines passengers and is only available on www.singaporeair.com


It protects you from certain unexpected events during your trip which includes medical expenses, personal accident, travel inconvenience and other supplementary benefits.*


*Subject to the terms, conditions, exclusions and benefits limits of the policy wording. For more information, please click on Policy Wording to read the terms and conditions.

This Policy is protected under the Policy owner’s Protection Scheme which is administered by the Singapore Deposit Insurance Corporation (SDIC). Coverage for your Policy is Automatic and no further action is required from you. For more information on the types of benefits that are covered under the scheme as well as the limits of coverage, where applicable, please contact Allianz Insurance Singapore Pte. Ltd. (www.allianz.sg) or visit the GIA or SDIC websites (www.gia.org.sg or www.sdic.org.sg). 

Who can purchase Travel Protect by Singapore Airlines?

Coverage is available to Singapore Airlines passengers who are Singapore Citizens or Permanent Residents of Singapore or Singapore Pass Holders and/or Work Permit Holders and their dependents residing in Singapore, and whose journey must start in Singapore.

How can I apply for Travel Protect by Singapore Airlines?

Travel Insurance product can be added to your itinerary when making your flight booking on www.singaporeair.com.  Alternatively, you may purchase Travel Insurance via Manage Booking on www.singaporeair.com.

I am only travelling one-way on Singapore Airlines, will I be able to purchase Travel Protect by Singapore Airlines?

Yes, if your policy was purchased with a one-way booking, your coverage end date will be the scheduled return date for your trip, as shown on your travel documents (not exceeding 30 days from the departure date shown on your travel documents). Additionally, your policy will end on the earliest of: 


1. At 23:59 on the day you cancel your policy; or 
2. At 23:59 on the day you file a trip cancellation claim with us; 
3. At 23:59 on the day you end your trip, if you end your trip early; 
4. At 23:59 on the day you arrive at a medical facility for further care if you end your trip due to a medical reason; or 
5. At 23:59 on the 30th day of the trip

I am travelling to multiple destinations on Singapore Airlines, will I be able to purchase Travel Protect by Singapore Airlines?

Yes, you will be able to purchase Travel Protect by Singapore Airlines. We will use the furthest destination as the final premium for your itinerary.

Your travel insurance benefits

 
When does my travel coverage begin and end?

You are only eligible for coverage if we accept your request for insurance. Your policy’s coverage effective date and coverage end date are indicated in your certificate of insurance. Your trip must start in Singapore.

Coverage is only provided for losses that occur while your policy is in effect. 

Except for one-way and same-day return trips, the departure date and return date that you provided at time of purchase are counted as two separate days of travel when we calculate the duration of your trip

Your policy ends on the coverage end date listed in your certificate of insurance. However, there are situations where your policy may end on a different date. If your policy was purchased with a one-way booking, your coverage end date will be the scheduled return date for your trip, as shown on your travel documents (not exceeding 30 days from the departure date shown on your travel documents). Additionally, your policy will end on the earliest of: 

1. At 23:59 on the day you cancel your policy; or 
2. At 23:59 on the day you file a trip cancellation claim with us
3. At 23:59 on the day you end your trip, if you end your trip early; 
4. At 23:59 on the day you arrive at a medical facility for further care if you end your trip due to a medical reason; or 
5. At 23:59 on the 180th day of the trip

However, if your return travel is delayed due to a covered reason, we will extend your coverage period until the earlier of when you are able to return to your point of origin or primary residence, or until you arrive at a medical facility for further care following a medical repatriation or trip interruption.


This policy applies for a specific trip and cannot be renewed.

Can I continue my medical treatment after I return to Singapore?

Yes, if you are a KrisFlyer member we will pay up to the maximum benefit listed in your Coverage Summary for your continuing medical treatment in Singapore. 

The following conditions apply: 
a. We will not pay for continuation of medical treatment for longer than 14 days after the date you return to Singapore. 
b. The illness, injury or condition must have occurred during your trip, and you must have sought medical treatment abroad. 
c. For claims related to Covid-19, you must have received a positive Covid-19 test abroad.

Can I cancel my Singapore Airlines flight booking for any reason and get a full refund of my air fare because of the Trip Cancellation Benefit in my policy?

The Trip Cancellation and Trip Interruption 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 covered reasons. This includes serious sickness or death in your family that would prohibit you from continuing with your trip. Pre-existing medical conditions of family members are not covered. 


To learn more about this benefit, please view the full terms and conditions of your policy.

Where can I get the full Policy Wording of the Travel Protect by Singapore Airlines policy?

You may refer to the Policy Wording here for the terms and conditions.

Your Covid-19 coverage

 

Travel Protect by Singapore Airlines does cover certain situations pertaining to Covid-19. Full terms and conditions and exclusions can be found in the Terms and Conditions.

What are the key benefits for Covid-19 coverage under Travel Protect by Singapore Airlines?

Covid-19 related benefits vary depending on whether you are purchasing a return trip or a one-way trip.


Key benefits for Covid-19 coverage are:

  • Up to SGD 1,000,000 for Emergency Medical/Dental Coverage for KrisFlyer members.
  • Up to SGD 10,000 for Trip Cancellation and Trip Interruption Coverage.
  • Up to SGD 1,500 for Travel Delay Coverage.
If a passenger is quarantined upon return to Singapore, is he/she covered?

No, the policy does not cover quarantine in Singapore.

If a passenger tests positive for Covid-19 after arriving back in Singapore, is he/she covered for medical expenses in Singapore?

No. Travel Protect by Singapore Airlines will cover the necessary and reasonable medical costs incurred during the overseas trip, as a result of the passenger contracting Covid-19 during the overseas trip. If you are a KrisFlyer member we will pay up to the maximum benefit listed in your Coverage Summary for your continuing medical treatment in Singapore.


The following conditions apply:

  1. We will not pay for continuation of medical treatment for longer than 14 days after the date you return to Singapore. 
  2. The illness, injury or condition must have occurred during your trip, and you must have sought medical treatment abroad. 
  3. For claims related to Covid-19, you must have received a positive Covid-19 test abroad.


The following conditions and exclusions apply:

  1. The care must be medically necessary to treat an emergency condition, and such care must be provided by a doctor, dentist, hospital, or other provider authorised to practice medicine or dentistry.
  2. This coverage will not pay for continuation of medical treatment in Singapore, unless you are a KrisFlyer member and you qualify for the additional covered reasons above;
  3. This coverage will not pay for any care for any illness, injury, or medical condition that did not originate during your trip abroad. 
  4. This coverage will not pay for non-emergency care or services, such as:
    1. Elective cosmetic surgery or care;
    2. Annual or routine exams;
    3. Long-term care;
    4. Allergy treatments (unless life threatening);
    5. Exams or care related to or loss of/damage to hearing aids, dentures, eyeglasses, and contact lenses;
    6. Physical therapy, rehabilitation, or palliative care (except as necessary to stabilise you); 
    7. Experimental treatment; and
    8. Any other non-emergency medical or dental care.
  5. You must not have travelled against the orders or advice of any government or other public authority at any location to, from, or through which you are travelling on your trip
When does the Covid-19 coverage cease for the passenger?

The Covid-19 coverage will cease at the earlier of when the passenger returns to Singapore or 180 consecutive days after the passenger has commenced the overseas Trip. Trip is defined in Policy Definitions. Please review the Terms and Conditions carefully for a full description of the coverage.

After purchasing your policy

 
What should I do if I did not receive my Insurance Confirmation in my inbox?

If you would still like to receive a copy of your Insurance Confirmation for your records, please email us at sq_travelhelp@allianz.com with your request including your Full Name, Date of Purchase, Confirmation Number (if available), Travel Dates and Email Address. 

I have updated my Singapore Airlines flight booking. How can I change the details of my travel insurance policy?

If you wish to make changes to your policy, please email us at sq_travelhelp@allianz.com.


Please note that changes to your policy will only be entertained if there were changes made to your Singapore Airlines flight booking.

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

Yes, cancellations are allowed 14 days after the receipt of your certificate of Insurance. No cancellation is allowed after the 14 days cooling period.

Please contact us via email at sq_travelhelp@allianz.com.

Let us take care of you

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

Please contact Allianz 24-hour Emergency Assistance Hotline at +65 6327 2215 if you need medical assistance while travelling. This service is provided by Allianz Assistance.

Please retain the original copies of your receipts to ensure a smoother claim process.

How do I file for a claim?

Claims may be submitted online at https://www.allianz-assistance.com.sg/claims.html.

Is there a cut off time for filing my claims?

Yes, you have to notify us of your claim no later than 30 days after the occurrence of the claimable event.

How long does it take to process my claims?

As a Singapore Airlines customer, your claim will be processed as a priority. Allianz endeavors to complete the claims review process within seven (7) working days upon receipt of all necessary documents.


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Travel insurance

This policy is underwritten by Allianz Insurance Singapore Pte. Ltd., as the insurer and AWP Services Singapore Pte. Ltd. (operating under the consumer-facing branding of Allianz Travel) has been appointed by Allianz Insurance Singapore Pte. Ltd. to act as agent to arrange the policy and provide general advice and as service provider to provide other services on behalf of the insurer.