Singapore Airlines

Frequently asked questions

Frequently asked questions

Your travel insurance basics

 
What is Travel Insurance by Travel Guard®?

Travel Insurance by Travel Guard® is a travel insurance product exclusively designed for Singapore Airlines passengers. It protects you from unexpected events during your trip which includes medical expenses, personal accident, travel inconvenience, supplementary benefits.


Travel Insurance by Travel Guard® is underwritten by AIG Asia Pacific Insurance Pte. Ltd, and is only available on www.singaporeair.com


This Policy is protected under the Policy Owners’ 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 AIG Asia Pacific Insurance Pte. Ltd. or visit the AIG, GIA or SDIC websites (www.aig.com.sg or www.gia.org.sg or www.sdic.org.sg).

Who can purchase Travel Insurance by Travel Guard®?

Travel Insurance by Travel Guard® is available to all Singapore Airlines passengers who are residents of Singapore and are flying out of Singapore for trips not exceeding 182 days.

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

Arranging travel insurance is simple and easy:

  • You can add travel insurance to your itinerary while you are making your flight booking on singaporeair.com
  • Add Travel Insurance by Travel Guard® to your itinerary via Manage Booking on singaporeair.com
  • Alternatively, you may contact AIG 24-hour Customer Service Hotline at +65 6735 7227 before your departure date to purchase your travel insurance for flights originating from Singapore
Who is eligible for the discounted travelling party rates?

If your travelling party consists of exactly two (2) adults and at least one (1) child or infant (as defined on singaporeair.com), you are eligible to enjoy family discounted rates.


If there are more than two (2) adults with one (1) child or infant, the insurance policy will be priced on a per passenger basis.

I am only travelling one-way on Singapore Airlines, will I be able to purchase travel insurance?

Yes, you are eligible to purchase Travel Insurance by Travel Guard®. One-way flights will be considered as a day-trip and you will be able to enjoy most of the comprehensive benefits while you are in transit.

I am travelling to multiple destinations on Singapore Airlines, will I be able to purchase travel insurance?

Yes, you will be able to purchase Travel Insurance by Travel Guard®. Your furthest destination will be used to determine the most appropriate travel insurance plan for your itinerary.

Your travel insurance benefits

 
When does my travel insurance coverage begin and end?

Your travel insurance coverage begins and ends based on the type of trip you are taking.

  • If you are travelling one-way, your coverage begins upon check-in for your departure flight from Singapore and ends upon your arrival to your Singapore Airlines flight's country of destination.
  • If you are travelling round-trip, your coverage begins upon check-in for your departure flight from Singapore and ends upon the arrival of your return flight to Singapore
  • If you are travelling to multiple destinations, your coverage begins upon check-in for your departure flight from Singapore and ends upon the arrival of your return flight to Singapore or your final flight to your country of destination

Note that the coverage under your Travel Cancellation and Travel Postponement Benefits begin 60 days prior to your departure.

What benefits are available under this travel insurance plan?

Click here to find out more!


This Policy is protected under the Policy Owners’ 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 AIG Asia Pacific Insurance Pte. Ltd. or visit the AIG, GIA or SDIC websites (www.aig.com.sg or www.gia.org.sg or www.sdic.org.sg).

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

Yes, you will 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 after I return to Singapore?

Yes. If you received medical treatment overseas, you can continue medical treatment in Singapore 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 itinerary if I have a pre-existing medical condition?

Yes, you can 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 their 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 Travel Cancellation Benefit in my policy?

The Travel 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 enhanced COVID-19 coverage

 

If you are purchasing a new policy, we have amended the AIG travel insurance policy to cover certain situations pertaining to COVID-19, depending on whether you are purchasing a return or one-way trip. Full terms and conditions and exclusions can be found in the Terms and Conditions. For a detailed summary of what is covered or not covered for COVID-19 for both trip types, please read the details here.

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

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

For return trips, key benefits for COVID-19 coverage are:

  • Up to SGD 350,000 for Overseas Medical Expenses & Emergency Evacuation
  • Up to SGD 7,000 for Travel Cancellation and Postponement
  • Up to SGD 200 daily cash allowance for Quarantine at Destination, capped at 14 consecutive days

For one-way trips, the ONLY benefit available is Travel Cancellation and Postponement.

When will the AIG travel insurance policy be available for sale?

This policy will be available to Singapore residents departing from Singapore to all global destinations from 17 August 2020. It will then be offered to SIA passengers in other markets in the coming months.

Who can purchase the AIG travel insurance policy?

Singapore Airlines passengers who are residents of Singapore and are travelling out of Singapore for trips not exceeding 182 consecutive days 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 flight itineraries via the Manage Booking section on the Singapore Airlines website.

Is sale limited only to Singapore residents?

It will initially be available to Singapore residents departing from Singapore to all global destinations, before being gradually offered to SIA passengers in other markets in the coming months.

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 SGD 34 (per passenger) for a three-day trip to Malaysia. 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?

No, this is for passengers of all ages.

How can passengers file for a claim?

Claims may be submitted online at https://www.aig.sg/personal-claims/travel-claim.

A passenger has purchased his flight ticket before 17 August 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 17 August 2020.

If a passenger travels to a destination for which Singapore's Ministry of Health has already established a Reciprocal Green Lane arrangement (RGL) and he/she meets the condition of the RGL, is he/she covered?

Yes. The passenger will be covered for COVID-19 if he/she is travelling under a pre-agreed official arrangement, for example, the Reciprocal Green Lane which facilitates short-term essential business and official travel between Singapore and Malaysia. Please review Terms and Conditions carefully for a full description of the coverage.

If a passenger must travel to a destination for which Singapore’s Ministry of Health has an active advisory against non-essential travel and he/she does not meet the conditions of the Reciprocal Green Lane, is he/she covered?

No. There is no COVID-19 cover if the passenger is travelling against non-essential travel advisories issued by the Singapore government or the government of any country to which the passenger is travelling.

Some destination countries have lifted restrictions for in-bound leisure travel, but Singapore's Ministry of Health has not lifted its travel advisory for that country. If a passenger travels to such a destination, is he/she covered?

No. There is no COVID-19 cover if the passenger is travelling against non-essential travel advisories issued by the Singapore government or the government of the country to which the passenger is travelling.

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. AIG 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. There is no COVID-19 cover for post-trip medical expenses, including exclusive KrisFlyer member benefits such as hospital income and treatment by physician, after arrival back in Singapore.

Are onward journeys beyond the original destination covered? For example, if a passenger flies from Changi Airport to Hong Kong, but then further travels to Beijing on another carrier, would the Beijing part of the journey be covered?

The onward journey is covered if the destination is not the subject of a non-essential travel advisory issued by the Singapore government or the government of the onward journey, is within the same Zone as the original destination, and if the passenger travels on Singapore Airlines, SilkAir, or their code-share partner flights for both departure from and return to Singapore. Zone is defined in the Terms and Conditions in PART 1 – POLICY DEFINITIONS. Please review the Terms and Conditions carefully for a full description of the coverage.

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 182 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.

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 Singapore, passengers will need to email AIG at travelguard.sq@aig.com or call AIG 24-hour Customer Service Hotline at +65 6735 7227.

After purchasing your policy

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

The Policy Wordings for Travel Insurance by Travel Guard® are available on this website.
Click here to view or download the Policy Wordings in PDF format.

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

Don’t worry! You need not bring a copy of your Insurance Confirmation on your trip. All you need is your Policy Number and our 24-hour Emergency Assistance Hotline (+65 6733 2552).


If you would still like to receive a copy of your Insurance Confirmation for your records, please email AIG at travelguard.sq@aig.com with your request including your Full Name, Date of Purchase, Confirmation Number (if available), Travel Dates and Email Address. You may also contact AIG 24-hour Customer Service Hotline at +65 6735 7227 for assistance.

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 AIG at travelguard.sq@aig.com or call AIG 24-hour Customer Service Hotline at +65 6735 7227.


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

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

Your travel insurance policy allows for most changes made to your trip. However, please note that changes to your policy must be made in conjunction with the changes made on your Singapore Airlines flight booking.

  • Before departing from Singapore
    You can make changes to your policy in conjunction with the changes made on your Singapore Airlines flight booking.
  • After departing from Singapore
    You can extend your policy in conjunction with the extension made on your Singapore Airlines flight booking even after you have left Singapore. All other changes to your policy are prohibited after you have departed Singapore.
Can I cancel my travel insurance policy and receive a refund?

Yes, cancellations are allowed before your departure from Singapore.

Please contact AIG via email at travelguard.sq@aig.com or call AIG 24-hour Customer Service Hotline at +65 6735 7227.

I have updated or cancelled my travel insurance policy but I cannot see the insurance policy changes when reviewing my itinerary on singaporeair.com. What should I do?

No worries, singaporeair.com does not reflect the latest status of your policy. Please refer to the latest policy endorsement or policy cancellation confirmation sent by AIG for the most updated version of your policy.


If you would still like to re-confirm the latest status of your policy, please email AIG at travelguard.sq@aig.com or call AIG 24-hour Customer Service Hotline at +65 6735 7227.

My itinerary does not reflect my insurance policy even if my premium payment was collected by singaporeair.com. What should I do?

In most instances, you will receive your Insurance Confirmation immediately via email. If you do not receive your Insurance Confirmation within 24 hours after purchase, please email AIG at travelguard.sq@aig.com or call AIG 24-hour Customer Service Hotline at +65 6735 7227.

AIG will honour your policy as long as your premium has been collected by singaporeair.com.

Let us take care of you

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

Please contact AIG 24-hour Emergency Assistance Hotline at +65 6733 2552 if you need medical assistance while travelling. This service is provided by AIG's very own emergency assistance centre.

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 www.aig.com.sg/claims-travel.

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. AIG endeavors to complete the claims review process within twelve (12) working days upon receipt of all necessary documents.


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Travel Insurance by Travel Guard® is underwritten by AIG Asia Pacific Insurance Pte. Ltd. Co. Reg. No. 201009404M Copyright © 2020. All rights reserved.