Travel Insurance
( Translation Under Constuction)
Travel Insurance
( Translation Under Constuction)
Did Malaysia make travel insurance to overseas a compulsory before 2026?
No,
Malaysia did not make travel insurance compulsory for general overseas travel before 2026. While it is strongly recommended for all citizens, it remains optional for most Malaysian travelers heading abroad.
However, there are specific exceptions where insurance is mandatory:
Umrah and Ziarah Pilgrims: Under the Tourism Industry Regulations 1992, licensed travel agencies must ensure pilgrims are insured by the Takaful Umrah Scheme.
Malaysian Students Abroad: Many host countries, such as the UK (IHS), Australia (OSHC), and New Zealand, require mandatory health or travel insurance as a condition for granting a student visa for the 2025/2026 academic year.
Destinations with Specific Entry Rules: Travelers to certain regions, such as those requiring a Schengen visa for Europe, must provide proof of travel insurance before entry is granted.
MATTA Member Bookings: Some reports indicate that travelers booking through agents affiliated with the Malaysian Association of Tour & Travel Agents (MATTA) may be required to purchase insurance as part of their package policy.
Upcoming Developments:
Bank Negara Malaysia (BNM) has announced plans for a basic Medical and Health Takaful/Insurance product originally intended for 2026, but its official launch has been postponed to 2027.
Would you like to compare travel insurance plans for a specific destination or check the visa requirements for your next trip?
AI responses may include mistakes. For financial advice, consult a professional.
Did Malaysia have a benchmark for efficiency on travel insurance claims before 2026?
Yes,
Malaysia had established efficiency benchmarks for travel insurance claims before 2026 through regulatory policy documents and industry-standard practices.
Bank Negara Malaysia (BNM) and the Persatuan Insurans Am Malaysia (PIAM) implemented several frameworks to ensure timely processing:
Policy Document on Claims Settlement Practices (2024): Issued by BNM, this document set "minimum standards" for handling general insurance claims, including travel. It explicitly aimed to ensure timely outcomes and required insurers to reduce "waiting times and documentary burdens".
Financial Sector Blueprint 2022–2026: This overarching strategy mandated reforms to improve efficiency and customer experience across the insurance ecosystem.
Customer Service Charter: General insurers were required to adhere to a charter that typically outlined specific turnaround times for acknowledging and settling claims, such as responding to simple claims within 20 working days.
Automated Claims Benchmarks: By 2024–2025, some leading Malaysian insurers (e.g., Etiqa) introduced "automatic flight delay" claims, where compensation was benchmarked for credit within 1–2 days of the event.
For more complex travel claims, the industry-standard benchmark before 2026 generally ranged from 30 to 60 business days after all documentation was submitted.
Would you like to see a comparison of claim processing times between major Malaysian travel insurers from that period?
Common features In the Market
The travel insurance policy covers accidents to the Insured and losses arising from a journey whether by air, sea or land.
COVERAGE
Death and permanent disablement
You are normally covered for death and total permanent disablement for a period within 365 days after the occurrence of the accident. The compensation will be paid according to a scale of benefits and may differ from one insurance company to another.
Loss of luggage
This covers accidental loss or damage to your baggage, clothing, personal effects, and even money, caused by the carrier.
Loss of passport and money
You will be reimbursed for additional hotel charges, travel and other expenses incurred in the country you visited, while obtaining the replacement of a lost passport. Such loss must be reported to the police within 24 hours.
Hospitalization and medical expenses
Coverage for hospitalization, hospital or surgical expenses, outpatient medical expenses, as well as daily allowances up to a maximum number of days, should you be hospitalized for more than 24 hours.
Repatriation
In the event of accidental death of the insured, the insurer will reimburse the insured’s legal representative for the cost of returning the remains home.
Curtailment
You will be reimbursed for expenses incurred due to loss of travel or accommodation expenses paid due to cancellation or curtailment of the journey.
Hijacking
The insurer may make daily payments up to a specified maximum number of days, if your journey is interrupted for more than 12 hours due to an act of hijack.
EXCLUSIONS (Refer to Policy Wordings for details)
Losses caused by certain events are excluded from the cover. Some common exclusions include:
War risks
Suicide and insanity
AIDS
Provoke murder or assault
Childbirth or miscarriage
Hazardous sports
Baggage delay and loss of baggage and personal effects due to seizure or destruction under quarantine or custom regulation.
HOW TO MAKE A CLAIM
Contact the medical and emergency assistance hotline
Certain travel policies cover 24-hour emergency hotline service which provides you with access to assistance such as medical advice, referrals, medical evacuations and travel related matters such as lost passport and baggage.
Notify the authorities
If your insured belongings are lost or damaged, you must take all reasonable measures to protect, save and recover them, and must also promptly notify the local police, hotel, transportation company or transportation terminal authorities, whichever is applicable.
Notify your insurer as soon as possible
You should submit the claim form with all supporting documents such as your original policy, the medical report, police report and any relevant documents to support the claim as soon as possible to your insurance company. You should check the time frame for claim notification stipulated in your policy.
Ciri-ciri Umum Dalam Pasaran
Polisi insurans perjalanan melindungi kemalangan kepada Orang yang Diinsuranskan dan kerugian yang timbul daripada perjalanan sama ada melalui udara, laut atau darat.
PERLINDUNGAN
Kematian dan hilang upaya kekal
Anda biasanya dilindungi untuk kematian dan hilang upaya kekal sepenuhnya untuk tempoh dalam tempoh 365 hari selepas berlakunya kemalangan. Pampasan akan dibayar mengikut skala faedah dan mungkin berbeza dari satu syarikat insurans ke syarikat insurans yang lain.
Kehilangan bagasi
Ini melindungi kehilangan atau kerosakan akibat kemalangan pada bagasi, pakaian, barang peribadi, dan juga wang anda, yang disebabkan oleh syarikat penerbangan.
Kehilangan pasport dan wang
Anda akan dibayar balik untuk caj hotel tambahan, perjalanan dan perbelanjaan lain yang ditanggung di negara yang anda lawati, sambil mendapatkan penggantian pasport yang hilang. Kehilangan tersebut mesti dilaporkan kepada polis dalam tempoh 24 jam.
Perbelanjaan kemasukan ke hospital dan perubatan
Perlindungan untuk perbelanjaan kemasukan ke hospital, hospital atau pembedahan, perbelanjaan perubatan pesakit luar, serta elaun harian sehingga bilangan hari maksimum, sekiranya anda dimasukkan ke hospital selama lebih daripada 24 jam.
Penghantaran Pulang
Sekiranya berlaku kematian akibat kemalangan terhadap orang yang diinsuranskan, syarikat insurans akan membayar balik kos penghantaran pulang jenazah kepada wakil sah orang yang diinsuranskan.
Pemendekan Perjalanan
Anda akan dibayar balik perbelanjaan yang ditanggung akibat kehilangan perjalanan atau perbelanjaan penginapan yang dibayar akibat pembatalan atau pengurangan perjalanan.
Rampasan
Syarikat insurans boleh membuat bayaran harian sehingga bilangan hari maksimum yang ditetapkan, jika perjalanan anda terganggu selama lebih daripada 12 jam disebabkan oleh tindakan rampasan.
PENGECUALIAN (Rujuk Kata-kata Polisi untuk butiran lanjut)
Kerugian yang disebabkan oleh peristiwa tertentu dikecualikan daripada perlindungan. Beberapa pengecualian biasa termasuk:
Risiko perang
Bunuh diri dan kegilaan
AIDS
Menyebabkan pembunuhan atau serangan
Kelahiran anak atau keguguran
Sukan berbahaya
Kelewatan bagasi dan kehilangan bagasi dan barang peribadi akibat rampasan atau kemusnahan di bawah peraturan kuarantin atau kastam.
CARA MEMBUAT TUNTUTAN
Hubungi talian bantuan perubatan dan kecemasan
Polisi perjalanan tertentu meliputi perkhidmatan talian kecemasan 24 jam yang menyediakan anda akses kepada bantuan seperti nasihat perubatan, rujukan, pemindahan perubatan dan perkara berkaitan perjalanan seperti kehilangan pasport dan bagasi.
Maklumkan kepada pihak berkuasa
Jika barang-barang yang diinsuranskan anda hilang atau rosak, anda mesti mengambil semua langkah yang munasabah untuk melindungi, menyimpan dan mendapatkannya semula, dan juga mesti segera memaklumkan kepada polis tempatan, hotel, syarikat pengangkutan atau pihak berkuasa terminal pengangkutan, yang mana berkenaan.
Maklumkan kepada penanggung insurans anda secepat mungkin
Anda harus menyerahkan borang tuntutan dengan semua dokumen sokongan seperti polisi asal anda, laporan perubatan, laporan polis dan sebarang dokumen berkaitan untuk menyokong tuntutan secepat mungkin kepada syarikat insurans anda. Anda harus menyemak jangka masa untuk pemberitahuan tuntutan yang ditetapkan dalam polisi anda.
Common features In the Market
The travel insurance policy covers accidents to the Insured and losses arising from a journey whether by air, sea or land.
COVERAGE
Death and permanent disablement
You are normally covered for death and total permanent disablement for a period within 365 days after the occurrence of the accident. The compensation will be paid according to a scale of benefits and may differ from one insurance company to another.
Loss of luggage
This covers accidental loss or damage to your baggage, clothing, personal effects, and even money, caused by the carrier.
Loss of passport and money
You will be reimbursed for additional hotel charges, travel and other expenses incurred in the country you visited, while obtaining the replacement of a lost passport. Such loss must be reported to the police within 24 hours.
Hospitalization and medical expenses
Coverage for hospitalization, hospital or surgical expenses, outpatient medical expenses, as well as daily allowances up to a maximum number of days, should you be hospitalized for more than 24 hours.
Repatriation
In the event of accidental death of the insured, the insurer will reimburse the insured’s legal representative for the cost of returning the remains home.
Curtailment
You will be reimbursed for expenses incurred due to loss of travel or accommodation expenses paid due to cancellation or curtailment of the journey.
Hijacking
The insurer may make daily payments up to a specified maximum number of days, if your journey is interrupted for more than 12 hours due to an act of hijack.
EXCLUSIONS (Refer to Policy Wordings for details)
Losses caused by certain events are excluded from the cover. Some common exclusions include:
War risks
Suicide and insanity
AIDS
Provoke murder or assault
Childbirth or miscarriage
Hazardous sports
Baggage delay and loss of baggage and personal effects due to seizure or destruction under quarantine or custom regulation.
HOW TO MAKE A CLAIM
Contact the medical and emergency assistance hotline
Certain travel policies cover 24-hour emergency hotline service which provides you with access to assistance such as medical advice, referrals, medical evacuations and travel related matters such as lost passport and baggage.
Notify the authorities
If your insured belongings are lost or damaged, you must take all reasonable measures to protect, save and recover them, and must also promptly notify the local police, hotel, transportation company or transportation terminal authorities, whichever is applicable.
Notify your insurer as soon as possible
You should submit the claim form with all supporting documents such as your original policy, the medical report, police report and any relevant documents to support the claim as soon as possible to your insurance company. You should check the time frame for claim notification stipulated in your policy.
Travelling is more enjoyable when you’re insured against the unexpected – be it lost passports or flight delays. We provide a travel insurance cover directly for you and your family members with access to a medical services hotline no matter where you are. So whether you’re an occasional traveller or a global jetsetter, there’s a plan for you.
High medical coverage
COVID-19 extension *NEW
Includes medical coverage of up to RM450,000, emergency medical evacuation and repatriation of mortal remains, daily hospital income, and travel cancellation or curtailment
24 /7 worldwide emergency assistance Chubb Assistance emergency helpline +603 7628 3703
Covers acts of terrorism, hijacking, and natural disasters
Covers both leisure & business trips
Available in a single and an annual plan
Golf benefits available for golfers *add-on benefit
Product Disclosure Sheet(Lembaran Pendedahan Produk) 产品披露表
Process your claims as fast as possible(Proses tuntutan anda secepat mungkin) 尽快处理您的索赔
Download Claim Forms(Muat Turun Borang Tuntutan)下载理赔表格
In respect of medical claims (including travel cancellation) you should submit claims to your private health provider prior to lodgement with Chubb Travel Insure.
For Travel or Baggage delays, a report must be obtained from the airline or carriers representative involved confirming the flight number, delay period and reason for the delay.
Immediately (within 24 hours) report any checked-in baggage loss or damage to airline or the carrier involved and submit a claim to them. In some instances they may be responsible for the loss. Please also obtain a loss Baggage Report from the Airline Representative.
Report any other baggage loss or damage or theft to the local authority/police and retain the police report for your records to submit with claim form.
All losses under Travel Documents must be reported to local authorities and written acknowledgment obtained.
For liability claims do not make any admission or offer. Request the claim against you be put in writing.
All claims need to be submitted to us within 30 days of the date of incident giving rise to a claim.
Download the Claim Form and complete ALL relevant sections in full.
Collate and attach your proof of loss documentation. An outline of the required proof of loss documentation is below.
Failing to provide the required details & documentation will result in us needing to contact you for clarification and delay the assessment of claim.
For prompt assessment of your claim, submit form and supporting documentation by emailing to A&ClaimsConnect.MY@Chubb.com. Alternatively you can submit your claim via post.
Should you have any query including a status update please contact our Claims at travel.my@chubb.com remembering to quote your policy number.
All claims are required to be submitted with the following supporting documents:
Completed Claim Form
Proof of Travel (air ticket / e-ticket, boarding pass)
In addition to these the following additional supporting documents are required based on the type of claim you are submitting:
Benefit Being Claimed For
Proof of Loss Document
Personal Accident: Accidental Death
Copy of death certificate & copy of coroner's dispositions and finding (if applicable)
Personal Accident: Permanent Total Disablement or
Personal Accident: Loss of Limbs or eyes
Medical practitioner's statement
Child Education Fund
Copy of birth certificate
Medical Expenses
Medical report; and
Proof of cost (e.g. doctor’s invoice/receipt)
Compassionate Visit or
Child Guard
Medical report or in the event of death a copy of death certificate
Daily Hospital Income
Medical report; and
Hospital bill
Trip Cancellation or
Trip Curtailment or
Travel Disruption
Any documentation that supports the unforeseen circumstances that led to the cancellation, curtailment or disruption (e.g. a Medical Report)
Travel Delay or
Travel Misconnection or
Travel Re-route or
Flight Overbooked or
Missed Departure
Notification from the airline or transport carrier confirming reason for the delay; and
Proof of additional expenses
Baggage Delay
Airline baggage irregularity report or similar confirming delay; and
Proof of additional expenses
Loss or Damage of Personal Property & Baggage or
Portable Computer or
Personal Money or
Travel Documents
Any document that demonstrates proof of ownership; and
Any document that adequately supports the amount claimed (replacement invoices or repair quotes); and in the event of theft; and
A Police Report
Loss of Credit Card
A Police Report; and
Credit Card statement that identifies the fraudulent transactions; and
Any correspondence you have received from your card issuer in relation to the fraudulent transactions
Personal Liability
Letter or Demand of a claim made against you
Hijack Inconvenience
Letter from Airlines company and Police Report
Emergency Mobile Phone Charges
Itemized statement of charges.
Golf Benefits (Hole - In – One)
“Hole-In-One” certificate and receipt of hospitality (hospitality expenses should be incurred at the golf club house).
Loss of Golf Equipment
Any document that demonstrates proof of ownership, and any document that adequately supports the amount claimed
Police Report
Unused Green Fees
Any document that shows proof of ill-ness
Medical Report
Evidence of the pre-paid expenses (Receipt of Green Fees)
Pet Care
Letter from airline confirming the flight delay
Invoice/Bill with details of charges
Boarding form from Pet Boarding facility.
Home Contents Benefit
A Police Report
How to benchmark service and claim efficiency in Travel Insurance with real policyholder's experience?
Benchmarking service and claim efficiency in travel insurance requires a multi-dimensional approach that combines internal operational data with external "voice of the customer" insights.
1. Key Performance Indicators (KPIs)
To measure efficiency effectively, you should track these core metrics:
Claim Settlement Cycle Time: The total time from claim notification to final payment.
First Contact Resolution (FCR): The percentage of inquiries or claims resolved during the initial interaction.
Customer Satisfaction Score (CSAT): Post-interaction ratings (usually 1–5) that capture immediate feedback on specific touchpoints.
Net Promoter Score (NPS): A measure of long-term loyalty based on how likely policyholders are to recommend the insurer.
Customer Effort Score (CES): Measures the perceived ease of the claims process; lower effort typically correlates with higher satisfaction.
Straight-Through Processing (STP) Rate: The percentage of claims processed automatically without manual intervention.
2. Sourcing Real Policyholder Experiences
Gather authentic feedback from external platforms where customers share unvarnished experiences:
Comparison Portals: Sites like Squaremouth and InsureMyTrip host thousands of verified reviews specifically focused on the claims process.
Third-Party Review Platforms: Trustpilot is widely used for rating travel insurance customer service and claim handling efficiency.
Social Listening: Monitor social media and forums to identify recurring "pain points" or "magic moments" in the claimant journey.
3. Benchmarking Against Competitors
Industry Reports: Utilize reports from firms like KPMG or WTW to compare your cycle times and cost per claim against industry averages.
Regulatory Reviews: In some regions, bodies like the UK Financial Conduct Authority (FCA) or Bank Negara Malaysia publish thematic reviews that highlight "best" and "poor" practices in claims handling.
External Rankings: Refer to consumer-focused rankings, such as the U.S. News & World Report Best Travel Insurance, which uses user ratings as a core component of its evaluation.
4. Advanced Analysis Methods
Customer Journey Testing: Conduct "mystery shopping" or sample testing of the end-to-end claims journey to identify bottlenecks.
Sentiment Analysis: Use AI tools to analyze unstructured data from recorded claim calls and email correspondence to detect early signs of policyholder frustration.
Would you like to focus on automating these metrics through AI, or do you need a deeper dive into competitor-specific data for a particular region?
For more complex travel claims, the industry-standard benchmark before 2026 generally ranged from 30 to 60 business days after all documentation was submitted. Would you like to see a comparison of claim processing times between major Malaysian travel insurers from that period?
Industry benchmarks for complex travel claims prior to 2026 typically fell between
30 and 60 business days. In comparison, many major Malaysian insurers established faster turnaround targets for standard or digital claims during that period:
Allianz Malaysia: Guaranteed reimbursement within 3 working days for digital claims up to RM5,000 via their app or portal, with a promise to "pay double" if the deadline was missed. Standard manual claims were typically processed within 7 to 10 working days upon receipt of all documents.
Etiqa: Offered immediate approval and real-time payouts for flight delay claims. For automated flight delays, compensation was often credited within 1 to 2 days.
Tune Protect: Featured same-day payouts via DuitNow for approved travel delay instant claims submitted through their mobile app.
MSIG Malaysia: Aimed to offer a settlement within 14 working days for claims under RM1 million once final supporting documents were received. Complex cases or those requiring further review were typically acknowledged within 7 days, with initial responses within 3 to 5 working days.
Generali (formerly AXA): Generally required claims to be notified within 45 days, though specific processing times varied by complexity; the broader industry norm for non-automated claims remained around 4 to 6 weeks.
Would you like to compare the specific documentation requirements needed to trigger these faster processing times for a particular insurer?
AI responses may include mistakes. For legal advice, consult a professional.