Singapore Airlines

Frequently asked questions

Frequently asked questions

Your travel insurance basics

 
What is Travel Guard Travel Insurance?

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.

Who can purchase Travel Guard?

Travel insurance is available to ALL Singapore Airlines passengers who are flying out of Indonesia for trips no longer than 180 Days.

How can I apply for Travel Guard Travel Insurance?

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 call Travel Guard at 0800 124 8888 and mention that you are a Singapore Airlines passenger.

I’m traveling to multiple destinations on Singapore Airlines, will I be able to purchase travel insurance?

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.

I’m only traveling one-way on Singapore Airlines, will I be able to purchase travel insurance?

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

 
When does my travel insurance coverage begin & end?

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.

What benefits are available under this travel insurance plan?

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.
Will I be covered for hospital and other related expenses if I get sick during my trip?

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.

Can I continue my medical treatment in Indonesia?

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.

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

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.

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, 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.

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. Click here to view or download your Policy Wordings in PDF Format.

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

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 5713410 / +62 21 21889023 / +60327725742.

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.

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

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.

What kind of changes can I make to my travel insurance policy?

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.

Before Departing from Indonesia

You can make changes to your policy in conjunction with any changes you make to your Singapore Airlines flight booking.

After Departing from Indonesia

You can extend your policy in conjunction with the extension of your Singapore Airlines flight booking even after you’ve left Singapore. All other changes to your policy are prohibited after your departure date.

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

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.

I’ve updated or cancelled my travel insurance policy but I can’t see the insurance policy changes when reviewing my itinerary on singaporeair.com. What should I do?

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 Singapore 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

My itinerary does not reflect my insurance policy even if my premium payment was collected by the Singapore Airlines Website? What should I do?

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

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

Please call our 24-hour Emergency Assistance Hotline (+62 21 5713410 / +62 21 21889023 / +60327725742) 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 Singapore to ensure a smoother refund process.

How do I file for a claim?

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.

How long does it take to process your claims?

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.


Travel insurance

Travel insurance

*This travel insurance product is underwritten by PT AIG Insurance Indonesia.