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FAQ - AXA Products
Emergency Assistance

Emergency Assistance While Abroad

While overseas, if you require emergency assistance, please contact our 24-hour hotline +65-63222566 in respect of the following services:
  • Locate the nearest appropriate consulate or embassy while overseas
  • Assist in retrieving your lost baggage
  • Assist in retrieving your lost passport or other travel documents
  • Telephone medical advise
  • Arrangement for hospital admission
  • Emergency evacuation/repatriation
  • Monitoring of medical condition
Emergency Medical Assistance and Evacuation / Repatriation
  • 24 hour emergency telephone service is operated for your benefit by a specifically designated assistance company
  • Please note that repatriation expenses will be covered under the policy only if arranged through the designated assistance company
Claims Procedure and Documentation

Please furnish us with the following documents within 30 days of completion of the journey:

Common documents for all Travel Claims
  • Claim Form
  • Copy of itinerary
  • Copies of passport or Visa as applicable
  • Boarding pass
  • Copy of the Certificate of insurance
Personal Accident Medical, Dental and Other Expenses
  • Medical Report / Certificate
  • Original Medical invoices / receipts
  • Death Certificate, if applicable
  • Motor Accident report / police report for road traffic accidents only
Trip Cancellation / Curtailment
  • Medical Report / Death Certificate
  • Wrtten advice from attending Medical Practitioner to cancel / curtail trip
  • Original booking invoice
  • Travel agents confirmation of the amount of refund
  • Original invoice/receipt for charges incurred in amending or purchasing additional air ticket (for trip curtailment)
Baggage & Personal Effects
  • Copy of police Report lodged at place of loss within 24 hours
  • Copy of Property Irregularity Report for losses in carriers’ custody
  • Documentation of carrier’s settlement/rejection of claim for loss of property
  • Receipts/warranty/photographs of damaged items
  • Receipts/warranty cards of items lost/proof of purchase
Money & Documents
  • Copy of police Report lodged at place of loss within 24 hours
  • Receipts for replacement of passport
  • Transportation/hotel bills incurred for replacement of document
Baggage Delay
  • Property Irregularity Report
  • Air Ticket and acknowledgement receipt of baggage received
Travel Delay / Flight Misconnection
  • Written confirmation from airlines on duration and reason(s) for delay
  • Copy of itinerary supplied (if any)
  • Air Ticket and Boarding Pass
  • Original receipts in respect of hotel accommodation and restaurant meals or refreshments (if any)
Personal Liability
  • Do not admit any liability or make any offer, promise or payment without our prior consent
  • Forward all correspondence/documents from third parties to us for our handling
Home Care Benefit
  • Invoice of damaged items/quotations
  • Original photographs of damaged items
» Download FAQ on Traveller Claims
» Download Travel Claim Form
» Download FAQ on SmartHome Claim
» Download General Claim Form


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