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Travel Insurance FAQs

Travel Insurance

Which company offers the Travel Insurance?

Country Answer
Brunei & Singapore Travel Insurance is underwritten by Tokio Marine Insurance Singapore Ltd (Brunei branch) with services provided by Chubb Insurance Singapore Limited.
Malaysia For Malaysia, this travel insurance is underwritten by Chubb Insurance Malaysia Berhad (“Chubb”) who is licensed under the Financial Service Act 20213 and regulated by Bank Negara Malaysia.  Royal Brunei Airlines is the master policy holder for this policy and an intermediary of Chubb.

In which way is insurance provided?

Travel Insurance can be purchased via the website www.flyroyalbrunei.com of Royal Brunei Airlines for itineraries originating listed below:

  • Brunei
  • Singapore
  • Malaysia

Insurance confirmation email will be sent to you by email immediately after completing payment.

How is the premium for the Travel Insurance calculated?

The premium is determined by a number of factors and may include booking lead time to departure, day/time of booking, duration of travel, booking value and age.

Please refer to the Product Disclosure Sheet to understand more.

What benefits are provided to me when I buy the Travel Insurance?

The Travel Insurance offers cover for COVID-19, Personal Accident, Medical, Travel Inconveniences, Emergency Assistance etc.

Can I buy the Travel Insurance if I am not departing from Brunei?

Travel Insurance is applicable to travellers departing from:

  • Brunei
  • Malaysia
  • Singapore

Is there an age limit for Travel Insurance?

Country Answer
Brunei & Singapore Travel Insurance covers travellers of minimum 8 days old. There is no maximum age limit.
Malaysia For travelling from Malaysia, a child must be at least thirty (30) days old at the time this insurance is applied to him/her.

If I purchased my ticket through a travel agent, will I be able to purchase insurance for my trip?

Yes, please make sure you have a valid contact number and email address.  This is to issue and email the policy to your email address.  You may add/edit your contact details from Manage Booking.

Can I buy Travel Insurance if I'm travelling for more than 180 days?

Country Answer
Brunei & Singapore Travel Insurance will not be provided for round trip itineraries exceeding 180 days.
Malaysia For travelling from Malaysia, you may purchase but Travel Insurance will only cover the first 183 consecutive days of any journey.

My flight has changed, what do I need to do to change my insurance policy?

Please contact Chubb to change the corresponding insurance policy by:

Country Answer
Brunei & Singapore Emailing to: [email protected]
By phone: +65 63988776
Operating Hours: 9:00am – 5:00pm (Mondays to Fridays, excluding SG public holidays)
Malaysia Emailing to: [email protected]
By phone: +60 320583000
Operating Hours: 9:00 am – 5.00 pm (Mondays to Fridays, excluding Malaysia public holidays)

 

When is my Travel Insurance policy effective?

Country Answer
Brunei & Singapore Travel Insurance shall commence on the start date indicated on the Certificate of Insurance.

Coverage for the Travel Cancellation benefit is effective upon the issuance of the Certificate of Insurance or within 30 days prior to the scheduled departure date, whichever is later.

Malaysia One Way Journey
Your travel coverage starts either on the date specified on the Certificate of Insurance or when you travel to the place to commence your journey, whichever is later (Commencement of One Way Journey).Return Journey
Your travel coverage starts on the later of either:
i) the date specified on the Certificate of Insurance; or
ii) 24 hours prior to your scheduled departure time if you are on a direct transit to the place to commence your journey from your home;
(Commencement of Return Journey).

Coverage for the Travel Cancellation benefit starts upon the issuance of the Certificate of Insurance. Please refer to Section 11, Part 7 of the policy on the different time periods applicable to travel cancellation coverage based on occuring of specific causes.

Coverage for the Travel Cancellation due to COVID-19 benefit starts either upon the issuance of the Certificate of Insurance or within 15 days prior to the scheduled departure date, whichever is later.

Please read the Policy Wording carefully for the complete details of the terms, conditions and exclusions of the insurance cover.

When does my Travel Insurance policy expire?

Country Answer
Brunei & Singapore For One-Way Journey, insurance will terminate upon your arrival at the airport at destination or upon the expiry of the Period of Insurance, whichever is earlier.
For Return Journey, insurance will terminate upon your arrival back in Brunei after clearing the immigration or upon the expiry of the Period of Insurance, whichever is earlier.
Coverage for Journey Cancellation benefits will expire on the scheduled departure date.
Malaysia For One-Way Journey, coverage will terminate either upon the expiry of the Period of Insurance or at your arrival at the destination airport, whichever earlier.

For Return Journey, coverage will terminate either upon the expiry of the Period of Insurance or 24 hours after you clearing immigration upon arrival in Malaysia if you are on direct transit back home in Malaysia, whichever earlier.

Coverage for Travel Cancellation benefits will expire:
i) for Cancellation Expenses, on Commencement of One-Way/ Return Journey from Malaysia.
ii) for Postponement Expenses, upon postponement of your planned overseas journey.
iii) for Travel Cancellation due to COVID-19, on the Commencement of One-Way/ Return Journey.

Please read the Policy Wording carefully for the complete details of the terms, conditions and exclusions of the insurance cover.

Does Travel Insurance cover extreme sports and similar activities?

There is no coverage for extreme sports, competitive or professional sports.
It does not mean usual tourist activities that are accessible to the general public without restriction (other than height or general health or fitness warnings).

If I need to cancel my trip due to closure of border, as announced by the overseas government, can I make a claim?

No, cancellation due to changes in regulations or orders by the overseas government and/or authorities is not covered.

What should I do if I do not receive the policy confirmation email?

Please contact Chubb for the policy confirmation by:

Country Answer
Brunei & Singapore Emailing to: [email protected]
By phone: +65 63988776
Operating Hours: 9:00am – 5:00pm (Mondays to Fridays, excluding SG public holidays)
Malaysia Please contact Chubb to change the corresponding insurance policy by:
Emailing to: [email protected]
By phone: +60320583000
Operating Hours: 9:00am – 5:00pm (Mondays to Fridays, excluding Malaysia public holidays)

I have purchased insurance on the website but my trip is cancelled. Can I get a refund of the premium?

Please contact Chubb before the departure date of the journey to request cancellation of insurance policy. Chubb will refund the premium in full within 3 weeks from the date of cancellation request.

I have completed only part of the journey, can I get a refund on my insurance premium?

If the journey has commenced, the premium will not be refunded under any circumstances.

What should I do if I get into an accident abroad and need immediate assistance?

For overseas emergency assistance, please call the Chubb Assistance 24-hour hotline +60379520047.

If I receive medical treatment due to an illness during my trip, can I claim for medical expenses, hospital stay and related expenses?

Yes, the policy covers you for the medical expenses incurred overseas and hospital confinement.

Can I make a claim for baggage delay?

Yes, the policy covers for baggage delay of min. 6 consecutive hours. For claim submission, please provide the written confirmation from airline specifying reason and the number of hours of baggage delay and acknowledgement receipt of baggage received.

How do I make a claim?

Country Answer
Brunei & Singapore Please download the Claim Form from Chubb website and submit the completed Claim Form, along with the supporting documents, to [email protected] within 30 days of date of loss.
You can also contact Chubb at phone number +65 63988776 or email to [email protected] for claim enquiries.
Malaysia You may submit the claim via Chubb Claim Portal within 30 days of the date of loss.

You can also can email to [email protected] for claim enquiries.

What is the travel prohibition imposed by the Government of Malaysia?

Country Answer
Malaysia Please note that travel prohibition to Israel is imposed by the Government of Malaysia on all Malaysia citizens. As a Malaysia citizen, if you choose “Israel” as your travel destination in our system, you must obtain all the necessary approvals/permits from the Malaysia authorities before purchasing the insurance. Your claim(s) under the insurance policy (if any) may still be subject to the applicable sanction restrictions and the Sanctions Exclusion clause applicable to the insurance policy. If you fail to obtain the necessary approvals/permits, your claim(s) may be fully or partially rejected and/or be subject to the applicable sanctions restrictions and our rights are reserved.

How do I get in touch with Chubb for further enquiries?

For further inquiries about Travel Insurance, please contact Chubb at:

Country Answer
Brunei & Singapore By phone: +65 63988776
Email: [email protected]
Malaysia By phone: +60320583000
Toll-Free : 1 800 88 2846
E-mail: [email protected]