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. 

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?

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.

How to submit your claim

1. All claims need to be submitted to us within 30 days of the date of incident giving rise to a claim.

2. Download the Claim Form and complete ALL relevant sections in full.

3. Collate and attach your proof of loss documentation. An outline of the required proof of loss documentation is below.

4. Failing to provide the required details & documentation will result in us needing to contact you for clarification and delay the assessment of claim.

5. 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.

6. Should you have any query including a status update please contact our Claims at travel.my@chubb.com remembering to quote your policy number.

Supporting documents and proof of loss

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

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?

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.