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Chapter 10

How To File Your Travel Insurance Claim In Malaysia

file insurance claim

It is important for a person taking up a travel insurance policy to learn how to deal with the travel emergencies and how to make a successful claim.

So, we’re here to break down the complications and explain to you the basic travel insurance claim process.

What to do in the event of a travel emergency

If the emergency requires medical attention, contact the local hospital and request for medical assistance immediately – personal safety is the highest priority.

Next, inform the relevant local authorities (e.g. In the case of theft, a police officer) and explain your situation. You should also attempt to contact your insurance company at this stage. Typically, the insurance company will assist you with the procedures needed to overcome the emergency.

The things you may need to prepare for your travel insurance claim

Just like any other insurance claims, you need to disclose as much relevant information as you can. This includes providing travel and personal documents. Different insurance companies may have different requirements in order to process your claim. However, to ensure your claim is fast and successful, we’ve put together a list of documents that most insurance companies may request:

  • Personal ID documents (e.g. Passport, NRIC etc)
  • Travel claim form – you can usually obtain this from the travel insurance company’s website. Make sure the claim form is filled accurately and completely.
  • Travel itinerary
  • Flight tickets and boarding passes
  • Baggage information – in the case of damaged / lost baggage claims, prepare a list of lost items and their associated value, and snap of pictures of your damaged baggage.
  • Medical documents (e.g. medical report, death certificate etc) – For medical or death claims
  • Police report – for theft cases
  • Relevant bills, invoices and receipts (e.g. medical invoices, hotel receipts)
  • Airline notifications – any communication produced by the airline to confirm a delay or any other problems

Travel insurance claim process in Malaysia

Below is what usually takes place when you file your travel insurance claim:

In case of a travel emergency, notify your travel insurance company. Provide as much details about the situation as you can.

  1. Fill out the appropriate travel claim form within the stipulated time required.
  2. Attach all supporting documents relating to your case, from proof of payment to medical reports.
  3. Submit the claim form and all documents to the insurance company.
  4. Your claim will be assessed and reviewed. If there are no issues, you will be reimbursed accordingly.

Reasons for unsuccessful travel insurance claims

Below are some of the common reasons why a travel insurance claim may be unsuccessful:

  • Failure to notify the insurance company
    The most important part of making a travel insurance claim is to contact your insurance company and inform them the details of your problem. It is best to make sure your insurance company is aware of your travel emergencies as soon as possible. That way, they could assist you and provide the best solution for you.
  • Inappropriate Reason
    You may be rejected a claim if the reason for your claim is unreasonable and not something the insurance policy covers. Trivial issues are often dismissed. This is to ensure people don’t take advantage of the insurance company.
  • Policy Exclusions
    Your travel insurance policy will normally explain the specific things that are not covered by the insurance. Examples of typical exclusions include self-inflicted injuries (e.g. suicide) and miscarriages.
  • Failure to Act Within Specified Time
    Timing is important as any unreasonable delay may cause the insurance company to void your claim. If you find yourself in a difficult situation and are not able to make a claim within the specified time period, simply contact the travel insurance company and explain the situation.
  • Lack of Supporting Documents
    In almost any insurance claim, having proper paperwork is essential. For example, if you were to cancel a trip due to health reasons and make a claim on it, the claim should be accompanied with a document from a certified doctor verifying that you are unfit to travel. Also, make sure you submit original documents and keep copies for yourself.
  • Late Insurance Purchase
    Once you have paid for your flight tickets, make sure you purchase your travel insurance policy straightaway. Your insurance company will only cover for future events. So, if something were to happen after you purchased your flight tickets but before you bought a travel insurance policy, you will not be covered.

In order to ensure a smooth claims process, make sure you are dealing with registered insurance companies with good track record. Most importantly, make sure you understand and thoroughly read the insurance policy before signing.

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