Claims & Others
AIG Malaysia Travel Insurance Update – Novel Coronavirus Outbreak
An outbreak of respiratory infections was first seen in early December 2019 in Wuhan, Hubei Province, China. On 7 January 2020, this outbreak was identified as being caused by Coronavirus (COVID-19). On 30 January, the World Health Organization (WHO) declared a global health emergency, and on March 11, WHO declared COVID-19 a pandemic.
Following announcements made by the respective Ministries in Malaysia and the World Health Organisation (WHO), AIG Malaysia is treating this Event as known and foreseen:
1. Effective January 23, 2020, for travels to Mainland China.
2. Effective February 27, 2020, for travels to countries other than Mainland China.
No cover will be provided for losses or damages in connection with the Coronavirus Outbreak unless your policy was issued or travel arrangements were confirmed prior to the above mentioned dates.
AIG Malaysia will continue to assess all claims based on the merits of each case. Whether coverage applies will depend on the following factors (including but not limited to):
a) Terms and conditions of the policy purchased;
b) Date policy is purchased;
c) Date travel arrangements are finalised; and
d) Country of destination.
For Policy Enquiries & Confirmation of Policy Details:
Contact AIG Travel Customer Service Centre: 1800 88 8811 (9am to 5pm, Monday to Friday, excluding Public Holidays)
For Emergency Assistance, please contact our team on +603 2772 5600 at any time.
Announcement regarding travel to Philippines
As the Taal Volcano began to spew ash and smoke on Sunday, the Philippine Institute of Volcanology and Seismology (PHIVOLCS) raised its status to an Alert Level 4, indicating a hazardous eruption is possible within hours to days. Evacuation orders have been ordered for three towns in Batangas, Luzon. Flights have been disrupted at Manila International Airport.
The event will be considered as a known (and not an unexpected) event after 0000 hours, 13th January 2020.
In summary, no cover will be provided for losses or damages in connection/associated with the event unless the policy was purchased before 2359 hours ,12th January 2020.
Announcement regarding travel to Hong Kong
On Monday, 5 August 2019, news about many planned city-wide strikes in Hong Kong was publicised and the Consulate-General of Malaysia in Hong Kong advised Malaysians residing in, and traveling to Hong Kong to stay away from public demonstration in Hong Kong. On 16 August 2019, the Singapore Ministry of Foreign Affairs has updated the travel advisory for Hong Kong, which indicated that recent protests had affected the airport operation in Hong Kong and Singaporeans are thus advised to defer non-essential travel to Hong Kong.
With the advisory in mind, we would like to inform you that AIG Malaysia Insurance Berhad will deem the event and its associated disruption, which arise from the same political conflict in Hong Kong, as ‘known event’ starting from 5 August 2019 and therefore any claims relating to the event under policies purchased on or after 5 August 2019 are NOT covered.
Please view the Frequently Asked Questions (FAQs) below pertaining to coverage.
Should you require further assistance, please contact our Travel Claims hotline at 1 800 8888 11 during office hours from Mondays to Fridays.
Hong Kong Travel Protest
Frequently Asked Questions (FAQs)
Country affected : Hong Kong
There was a planned city-wide strike in Hong Kong on 5 August 2019, which has led to disruptions affecting flights to/from Hong Kong. The Consulate-General of Malaysia in Hong Kong advised Malaysians residing in, and traveling to Hong Kong to stay away from public demonstrations in Hong Kong. On 16 August 2019, the Singapore Ministry of Foreign Affairs has updated the travel advisory for Hong Kong, which indicated that recent protests had affected the airport operation in Hong Kong and Singaporeans are thus advised to defer non-essential travel to Hong Kong. Please note that AIG Malaysia will deem the event and its associated disruption, which arise from the same political conflict in Hong Kong, as ‘known event’ starting from 5 August 2019 and therefore any claims relating to the event that arise from policies purchased on or after 5 August 2019 are not covered.
FAQs pertaining to coverage
Can insured file for travel cancellation/ postponement/ curtailment/ disruption/travel delay benefits pertaining to the events listed above?
Answer: This event is now considered as a known event and classified as a Major Travel Event only for customers who have their scheduled common carrier services cancelled/postponed or disrupted.
NO cover will be provided for losses or damages in connection with such ongoing protest activities and associated disruptions unless the policy was purchased before 5 August 2019. For Annual plan policy holders, cover will only be provided if policy was purchased or date of actual booking for the journey was made before 5 August 2019.
For policy purchased before 5 August 2019, each claim will be assessed on its own merits subject to policy terms and conditions.
For Travel Cancellation and Postponement, the coverage would only be triggered if the Singapore government advisory against non-essential travel is still effective within 14 days before original departure date from Malaysia.
Insured requests for a cancellation of policy as he/she decides to cancel the trip to Hong Kong. Are we able to cancel the policy with a refund?
Answer: Yes, we will allow cancellation of policy with full refund of premium, subjected to no claims declaration from insured.
Question 3 :
Can a customer still purchase a travel policy from 5 August 2019 and be covered for trips to Hong Kong?
Answer: The Customer may still purchase the travel policy to Hong Kong from 5 August 2019 but as the situation is now made known by public media, it will be considered as a known event and no claim(s) will be payable for any loss related to the event. This applies to travel policies purchased from 5 August 2019 onwards.
Injury that are non-related to ongoing city-wide strike activities will be reviewed by claims team as per the usual policy terms and conditions.
We will assess all claims in accordance with the facts of each case, the Policy Wordings and the coverage as stated in the Certificate of Insurance. Your cover will depend on the type of policy you purchased and your particular circumstances.
If you are an insured by AIG Malaysia Insurance Berhad and you require emergency assistance during the insured trip, please contact the assistance hotline at +603 2772 5600.
If a travel cancellation or disruption loss does occur, please first contact your travel agent or the airline to seek a refund or make alternate travel arrangements. After this, if you still have a loss, you may submit a claim or contact our customer service hotline at 1 800 8888 11.
Claims & Others
Claims & Others
DECLARATION AND AUTHORISATION
I hereby declare and agree that:
a) All written information provided by me for this insurance or in any formal questionnaire or other documents submitted by me in conjunction with this application, and statements and answers so made to AIG Malaysia Insurance Berhad (795492-W) (“Company”) are full, complete, true, correct and to the best of my knowledge and belief and that I have not withheld or omitted any information, and I understand and agree that the Company, believing them to be such, will rely and act on them, otherwise any policy and endorsements (if applicable) issued (including renewals) or coverage granted may be void at the Company’s option.
b) I understand that pursuant to Schedule 9 of the Financial Services Act 2013:-
i. if I am applying for this insurance wholly for purposes unrelated to my trade, business or profession, I have a duty to take
reasonable care not to make a misrepresentation in answering the questions asked by the Company and a duty to disclose any other matter that I know to be relevant to the Company’s decision in accepting the risks and determining the rates and terms to be applied;
ii. if I am applying for this insurance for purposes related to my trade, business or profession, I have a duty to disclose any matter that I know to be relevant to the Company’s decision in accepting the risks and determining the rates and terms to be applied and any matter a reasonable person in the circumstances could be expected to know to be relevant, otherwise it may result in avoidance of contract, claim denied or reduced, terms changed or varied, or contract terminated. I also understand that this duty of disclosure shall continue until the time the contract is entered into, varied or renewed.
c) I will notify the Company of any material change(s) to my/our risk profile, failing which, the Company reserves the right to either continue cover, impose additional terms or discontinue cover. I understand that failure to notify the Company of any material change(s) to my/our risk profile may affect my/our rights during a claim. I also agree to notify the Company immediately of any change(s) to my GST Registration Details or if I sell my business or part of the business thereof
d) I further agree and consent, and if I am submitting information relating to another individual, I represent and warrant that I have the authority to provide that information to the Company, I have informed the individual(s) about the purposes for which his/her personal information is collected, used and disclosed as well as the parties to whom such personal information may be disclosed by the Company, and the individual(s) agrees and consents, that the Company may collect, use and process my/his/her personal information (whether obtained in this form or otherwise obtained) and disclose such information in accordance with the Company’s Privacy Notice found at https://www.aig.my/privacy-notice/
e) If this insurance offers medical or health benefits, I hereby further consent to and authorize, and represent and warrant that my covered family member(s) consent to and authorize, any organization, institution or individual that has any records or knowledge of my/my covered family member(s)’ health and medical history, treatment, or advice, to disclose such information to the Company. This information (unless amended by/at my/our request) shall bind me/my covered family member(s), successors and assigns, and remain valid, notwithstanding my/my covered family member(s) death or incapacity. A copy of this authorization shall be as valid as the original.