COVID-19 Coverage Alerts

UPDATED 1800 (GMT +8), August 31, 2020

Allianz Travel’s utmost priority is protecting you and also keeping you well informed about latest developments during this uncertain situation with COVID-19 pandemic. As the outbreak continues, Allianz Travel teams around the globe are continuously monitoring and responding to the rapidly evolving situation.

We want you to know that we are doing all we can to protect you. We would like to update you on how we are approaching the situation, as well as general tips for our customers.

Given the rapid rise in travel bans, please first ensure that no travel ban is in place during your dates of travel PRIOR TO purchasing a travel insurance policy.  Policies purchased while a known travel ban is in place will have extremely limited insurance coverage, and we highly recommend NOT to purchase travel insurance policies when such conditions exist. You can visit, International Air Transport Association (IATA) here^, for more information on travel bans happening around the world. 

We are receiving a high number of e-mails and calls for inquiries and claims in relation to COVID-19 and therefore the response time may take longer than usual.  We will answer your email on a first-come, first-served basis and as soon as possible.

We thank you for your patience and apologise for the inconvenience.

Our customer service and claims office hours are Monday to Friday 9:00-17:30 Singapore time.

Single Trip Policies: We will provide the cancellation for your policy at any time before the departure date shown on your certificate of insurance. Also, we will provide full refund for your policy cancellation on a Goodwill basis, if your departure date shown on your certificate of insurance is on or before 29^th September 2020. We will continue to monitor the situation and revise of this goodwill refund if it needs to be extended. Please check back on our website to get the latest information about this.

Annual Multi-trip Policies: We will provide the cancellation for your policy at any time, provided no claims have been made during the period of insurance coverage specified on your certificate of insurance. We may provide you a partial refund for your policy, with short rates applied based on our Policy Wording.

To get your policy cancelled and refunded, please reach out to our customer service representative at sg.travelhelp@allianz.com.

Policies issued 20 Mar 2020 and after: We will not be covering any claims arising from the COVID-19 pandemic inclusive of medical expenses & medical assistance cases based on the terms and conditions of our Policy Wording.

Policies issued from 22 Jan 2020 to 19 Mar 2020: We will provide coverage such as overseas medical benefits or emergency medical assistance in relation to the COVID-19 situation based on the terms and conditions of our Policy Wording and the benefits claimed. However, trip cancellations, including travel delays and luggage delays to any countries will not be covered. 

Policies issued 21 Jan 2020 and before: We will provide coverage based on the terms and conditions of our Policy Wording and the benefits claimed. 

For travel tickets and similar booking purchased after 20 Mar 2020, we will not be covering any claims arising from the COVID-19 pandemic inclusive of medical expenses & medical assistance cases based on the terms and conditions of our Policy Wording.

For travel tickets and similar booking purchased from 22 Jan 2020 to 19 Mar 2020, we will provide coverage such as overseas medical benefits or emergency medical assistance in relation to the COVID-19 situation based on the terms and conditions of our Policy Wording and the benefits claimed. However, trip cancellations, including travel delays and luggage delays to any countries will not be covered. 

For travel tickets and similar booking purchased before 22 Jan 2020, we will provide coverage based on the terms and conditions of our Policy Wording and the benefits claimed.

Should you have any enquiry regarding claim for trip cancellations or curtailments due to COVID-19 please proceed to reach out to your respective airline or travel agency for any alternative options such as obtaining vouchers, opening ticket/booking postponements options or reimbursement etc.

We’ve outlined some examples of the process for Singapore Airlines/SilkAir and Scoot Airlines as per below:

· Customers with tickets purchased directly from Singapore Airlines and SilkAir are advised to submit all requests for Covid-19 related assistance using the form below to:

1. Retain the value of their ticket and extend their ticket validity

2. Change their travel plans

3. Submit other Covid-19 related queries

https://www.singaporeair.com/request.form

· Customers with tickets purchased from Scoot are advised to go: https://www.flyscoot.com/en/announcements/self-service-refund-available-on-scoot-website

Scoot has launched a self-service refund option on its website for all customers with bookings made on or before 15^th March 2020, for travel dates until 30^th September 2020. As the COVID-19 outbreak continues to develop globally and more travel advisories are put in place by governments, we understand that customers are grappling with uncertainty and wish to change their travel plans.

Scoot has therefore enhanced “Manage My Booking” portal on its website to include a self-service refund button, which will allow Scoot’s customers to submit the refund requests online at their convenience. The refunds, in the form of Scoot travel vouchers, will be processed within 30 business days. Customers who booked their flights through third-party booking channels or travel agencies are advised to contact the relevant channel or agents for assistance.

If you cannot find any of alternative options like above, please reach out to us at sg.travelhelp@allianz.com for assistance.

It is our commitment to you that our global assistance teams will continue to operate normally. We have urgently activated relevant business continuity plans to ensure this. We promise to do all we can do to protect and keep informing each and every one of you. Thank you for your continued support.