Travel Claims: What You Need To Know

Whenever travelling overseas is mentioned, most will look forward to the fun they will be having and escaping from reality. However, travelling also comes with inherent risks, ranging from minor inconveniences like flight delays to significant disruptions caused by accidents resulting in injury, sickness, civil commotion and natural disasters.

This brings us to the point that it is important for us to understand how to navigate compensation claims during these events, which eases stress and minimizes financial losses.

Here is a guide on understanding your rights and how to make claims for the different scenarios.
 

1. Medical Expenses

We would always envision ourselves having a fun time during our vacations but unexpected medical emergencies like a sudden illness, food poisoning, an accident or urgent medical evacuation can quickly turn it into a stressful situation.
 

What medical expenses are covered?

If you suffer from an injury or fall sick while on vacation, you are typically covered by your travel insurance for medical treatment sought overseas. You are also covered for any medical expenses due to bacterial or viral infections contracted while overseas, as long as there was no health warning issued prior to your departure.

Medical expenses that are not covered:

• Any specialist treatment unless referred by a General Practitioner or hospital.
• Related to your pre-existing medical conditions 
• Pregnancy, childbirth, miscarriage or abortion unless caused by an injury
• Dental expenses incurred due to sickness, disease, infection or any physical defect or illness
• Treatment by chiropractor
• Prepaid treatments.
• Any vitamins, prebiotics, probiotics, health supplements, or skincare products, even if they are prescribed by a medical practitioner.

Please refer to the DirectAsia Travel Insurance Policy Details for more.

How to file a claim for Medical Expenses

You will need to submit your proof of travel and  all medical documents relating to your injury and medical expenses while seeking treatment overseas, or within 48 hours of your return to Singapore.

If you require specialist treatment, you will need to produce a referral from a General Practitioner, and also contact us for prior approval before proceeding.
 

2. Flight Delays and Cancellations

Airlines have different policies when it comes to flight delays and flight cancellations, but generally, passengers are entitled to care and compensation depending on the duration of the delay and the laws governing that airline.

Certain situations such as serious injury, illness, death, natural disasters, adverse weather conditions, unexpected civil disruptions, outbreak of disease or airline insolvency may arise that force you to cancel your trip or delay your departure.

In the European Union, regulation EC261/2004 provides strong consumer protection. This ensures compensation for cancellations, delays exceeding 3 hours and overbookings. The regulation is applicable to all flights flying into and departing from the European Union, provided that the airline is based in the European Union. Depending on how long the delay is, may provide food if the delay is more than 3 hours and overnight stays for delays over 5 hours. However, the airlines are not required to pay compensation if the delay or cancellation are caused by extraordinary circumstances (e.g. weather, political instability).
 

When can you file a claim?

• Airline Compensation: Depending on the airline and the length of delay, you may be eligible for compensation. Passengers who take airlines based in the European Union (EU) can claim compensation up to 3 years after the incident.
   
• Travel Insurance: DirectAsia offers coverage for flight delays. Coverage kicks in after a delay of 6 hours, with a lump sum reimbursement which can be used for meals, lodging, transportation costs etc. In the event where you have bought a new air ticket, DirectAsia will pay the difference in cost of the new ticket and the refund from the cancelled flight.
   

How to file a Claim for flight delay
 

1. Collect documentation of the delay: You can ask the airline for written confirmation of the delay. Keep boarding passes, tickets, SMS notifications and.
    
2. Notify DirectAsia: Please review your travel insurance policy to check for delay coverage and notify your insurer about the situation.
    
3. Submit Your Claim: if your travel insurance covers travel delays for specific reasons, submit a claim with supporting documents, including proof of the delay, receipts and copies of tickets and boarding passes.
    

How to File a claim for a flight cancellation
 

1. Gather Documentation: Request proof of cancellation from the airline, and save all booking confirmations, receipts and emails related to the cancellation
    
2. Contact the airline first: Many airlines prefer to handle cancellations directly, so contact them to discuss rebooking options or refunds.
    
3. File an Insurance Claim (if needed): Submit a claim with supporting documents via the travel claims portal
    

3. Natural Disasters

Natural Disasters such as earthquakes, typhoons, and floods can significantly impact travel plans, especially if the disaster occurs close to or at your destination.
 

When can you file a claim?

• Trip interruption or cancellation: DirectAsia generally covers trip interruptions or cancellations due to natural disasters. However, it is provided that the policy was purchased before the disaster became known. This coverage usually includes non-refundable expenses, additional transportation costs, and necessary lodging.
   
• Evacuation and emergency assistance: Some travel insurance policies include coverage for emergency evacuation to move you to another location for medical treatment or for you to return to Singapore. Your insurer will assess and decide on how it will be carried out and make all arrangements. However, any services rendered without prior authorisation or intervention by your insurer would not be covered.

How to file a Claim for Natural Disasters

If there is a natural disaster at your travel destination within 30 days before your departure date, you may decide to cancel or postpone your trip. In either situation, you should seek to get the appropriate compensation from your airline carrier, accommodation, and/or travel operator.

If you have attempted to recover your costs from these organisations, and have been denied a refund (submission of proof necessary), then you may make a travel insurance claim for any irrecoverable unused prepaid transport and accommodation expenses, up to policy limit.

You will need to provide supporting evidence from a government or internationally recognised entity advising against travel to your intended destination, which was published after you had already booked your trip.

4. Riots and Civil Commotion

Riots and civil unrest can pose serious safety risks and may require changes in travel plans. DA has cover for events related to  unexpected outbreak of strike, riot or civil commotion.  

When Can You File a Claim?

• Trip Cancellation or Interruption: Some insurance policies cover trip cancellations or interruptions due to civil unrest if it’s determined that your safety is at risk. Coverage may include reimbursements for non-refundable expenses and additional travel or accommodation costs.
   
• Emergency Evacuation: Certain policies offer emergency evacuation coverage in the event of civil unrest, ensuring safe transportation to a secure location
   

How to file a claim for Riots and Civil Commotion

If there are riots or civil disruptions at your travel destination within 30 days before your departure date, you may decide to cancel or postpone your trip. In either situation, you should seek to get the appropriate compensation from your airline carrier, accommodation, and/or travel operator.

If you have attempted to recover your costs from these organisations, and have been denied a refund (submission of proof necessary), then you may make a travel insurance claim for any irrecoverable unused prepaid transport and accommodation expenses, up to policy limit.

You will need to provide supporting evidence from a government or internationally recognised entity advising against travel to your intended destination, which was published after you had already booked your trip.
 

5. Stolen Items

You have done your research, watching countless of Tiktok videos on how to safeguard your valuables and must visit spots in your travel destination having done your best to prevent from having your items stolen. However, you might still fall victim to pickpocketing or losing your valuables while on vacation.
 

How to file a claim for Stolen Items

Step 1: You must make a police report within 24 hours at the nearest police station in the area where the pickpocketing happened.

Step 2: If your wallet is stolen including credit cards, make sure to report the loss to your credit card issuers within 6 hours.

Step 3: Make a travel insurance claim with the police report and any other supporting documents. We will, at our discretion, determine whether to replace, or make payment for an item according to the table below.
 

Note: All claim payouts are subjected to individual policy limits. Each insured person can only claim for one mobile phone, one tablet device, and one computer (including laptops and gaming consoles) per insured trip.

Can I file for claims if I got scammed while booking for accommodation or activities online?

No, your travel insurance only covers credit card fraud if your credit card is lost or stolen while on your insured trip. Please be careful that you only make bookings with trustworthy sites online.
 

What are the items not covered by travel insurance if they are stolen or lost?

Stolen or lost items not covered by travel insurance include but are not limited to:

Stored value cards, cash cards, casino chips, public transportation cards, vouchers, coupons, bonds and securities, title deeds, manuscripts, replacement of credit cards, Identity Cards (IC), driving licences, food and beverages, cosmetic and skincare products, perfume, toiletries, medication, supplements, contact lenses, hearing aids, dentures, business goods, business samples, dinghies, boats, motorised vehicles, musical instruments, drones.
 

General tips for filling Travel claims

1. Understand your policy: Travel insurance policies vary significantly, so review your coverage to know what’s included and the situations in which claims will be honoured.
    
2. Document everything: keep records of all expenses, advisories, receipts and communications. Detailed documentation is essential for successful claims
    
3. Maintain open communication: keep in touch with both the airline and your insurer throughout the process to stay updated on options and claim progress

Nowadays, your insurer would have an online claim form for you to fill to ease the process of filling a claim or have an emergency hotline for you to call if you are in an emergency situation. Here at DirectAsia, you can call our hotline 6532 1818 (Singapore) and +65 6991 3555 (Overseas) for assistance.

While travel disruptions are rarely pleasant, being prepared can make a significant difference in how you handle the situation. Understanding your rights and knowing the documents needed for filing claims in case of flight delays, cancellations, natural disasters, riots, theft or medical expenses can mitigate some of the stress and financial burdens that come with unforeseen travel issues.