AXA INSURANCE PTE LTD
8 Shenton Way, #24-01 AXA Tower
Singapore 068811
Customer Care Department: #B1-01
1800-880 4888 ( Within Singapore )
(65) 6880 4888 ( International )
(65) 6338 2522
www.axa.com.sg
GST Reg No. 199903512M
Co. Reg No. 199903512M
Frequently Asked Travel Questions
1.
Who do I contact in the event of a medical emergency overseas?
2.
What are the different types of travel insurances?
3.
What are the payment methods?
4.
When will I get my policy documents?
5.
How do we define a family?
6.
Can I add another family member to my annual policy after I buy it?
7.
My mother-in-law is on a social visit pass and will be going on a trip with us outside of
Singapore, can she purchase a travel policy?
8.
When does my travel coverage start and end? What is the period of insurance?
9.
How long do I have to submit a claim after I return from my trip?
10. Who is eligible to buy travel insurance?
11. Can I call from overseas to effect a travel policy if I forgot to purchase one prior to my
departure?
12. If my luggage is lost, damaged, misplaced or delayed will I be covered?
13. Under what conditions can I cancel my travel insurance? Will I get a full refund? How should i
proceed?
14. Will I be covered if I have to cancel my trip?
15. Are there any countries where I am not covered?
16. Can I extend my travel insurance while overseas?
17. What is the maximum number of days I can travel? Can I get a one year travel insurance?
18. If I am seeking medical treatment abroad, will my travel insurance cover my medical costs?
19. Will I be covered for the excess charged by a car hire companies if I damaged the rental car?
20. Am I covered if my travel document is lost or stolen?
21. Am I covered for the loss or theft of money, jewelry or watches during an overseas trip?
22. Can I cancel my trip and be reimbursed if a friend of relative is sick prior or during my trip?
23. Does SmartTraveller cover the costs of replacing a travelling companion if one falls seriously ill
before the trip?
24. Does SmartTraveller also cover my home contents against fire during travel?
25. If I already have a personal accident policy, is it necessary to buy a travel insurance?
26. If I am held hostage overseas or the victim of a terrorist attack, will I be covered?
27. If I am stranded due to a natural disaster or unexpected political riot, am I covered?
AXA INSURANCE PTE LTD
8 Shenton Way, #24-01 AXA Tower
Singapore 068811
Customer Care Department: #B1-01
1800-880 4888 ( Within Singapore )
(65) 6880 4888 ( International )
(65) 6338 2522
www.axa.com.sg
GST Reg No. 199903512M
Co. Reg No. 199903512M
1. WHO DO I CONTACT IN THE EVENT OF MEDICAL EMERGENCY OVERSEAS?
Please call +65 6322 2566.
2. WHAT ARE THE DIFFERENT TYPES OF TRAVEL INSURANCE?
AXA offers one travel insurance type and you can choose between the single trip plan and the
annual plan.
Single trip plan: Maximum 2 adults travelling with any number of children. The adults need not
be related but each child must be related to either of the insured adults. They must travel and
return together for a trip of maximum duration of 182 days.
Annual multi-trip plan: the insured and/or spouse travelling with any number of their children.
Each child must be accompanied by at least one insured parent for each trip made during the
policy period. The maximum number of days for the trip is 92 days.
3. WHAT ARE THE DIFFERENT PAYMENT METHODS?
Single Trip plan:
- online:
- in person: visit our Customer Service Center at 8, Shenton Way, AXA Tower – Basement 1 to pay
by cheque, NETS, credit card or cash.
Annual Trip plan:
- by phone: dial 1800 880 4888 to pay by credit card
- in person: visit our Customer Service Center at 8, Shenton Way, AXA Tower – Basement 1 to pay
by cheque, NETS, credit card or cash.
4. WHEN WILL I GET MY POLICY DOCUMENTS?
It may take up to 10 working days for you to receive the policy documents. However, if you do
not receive your documents prior to your departure from Singapore you will still be covered as
long as you have paid and submitted all the necessary documents.
5. HOW DO WE DEFINE A FAMILY?

For Single Trips policies:
'Family' means any 1 or 2 adults travelling with any number of children and each legally
related to either of the insured adults. The family must travel and return together. Children
must be under 18 years old or up to 25 if anyone is studying full-time in a recognized
institution.

For annual policies:
'Family' means you, your spouse and accompanying children under the age of 18 or up to
25 years old if they are studying full-time in a recognized institution.
6. CAN I ADD ANOTHER FAMILY MEMBER TO MY POLICY AFTER I BUY IT?
Yes you can. However this must be done before the start of a trip and your premium will be
adjusted accordingly.
7. MY MOTHER-IN-LAW IS ON A SOCIAL VISIT PASS AND WILL BE GOING ON A TRIP WITH US
OUTSIDE OF SINGAPORE. CAN SHE PURCHASE A TRAVEL POLICY?
Normally if someone is on a social visit pass they are not eligible to buy a Travel policy but we can
consider on a case by case basis. Please contact our hotline 1800-880-4741 or your insurance
agent. Please keep in mind that she will not be able to be the policy holder herself.
8. WHEN DOES MY TRAVEL COVEREAGE START AND END? WHAT IS THE PERIOD OF INSURANCE?
Your policy will take effect upon purchase. The trip postponement benefits start 30 days prior to
departure and your trip coverage starts 3 hours prior to your departure.
9. HOW LONG DO I HAVE TO SUBMIT A CLAIM AFTER I RETURN FROM MY TRIP?
Upon your return to Singapore, if you need medical assistance due to something that happened
during your trip, you will be covered for medical assistance if you go to the doctor within 5 days of
your return. For any other claims concerning that trip, they must be submitted 30 days within
returning to Singapore.
10. WHO IS ELIGIBLE TO BUY TRAVEL INSURANCE?
Any Singapore citizen, Singapore PR, or holder of a valid employment or student pass, long-term
social visit or dependent pass can apply for SmartTraveller cover.
11. CAN I CALL FROM OVERSEAS TO BUY A TRAVEL POLICY IF I FORGOT TO PURCHASE ONE PRIOR
TO MY DEPARTURE?
No, all travel policies must be purchased prior to the commencement of your trip.
12. IF MY LUGGAGE IS LOST, DAMAGED, MISPLACED or DELAYED WILL I BE COVERED?
Yes, if you are abroad you will receive S$200 every 6hours of the delay. If you are in Singapore
this sum will be S$200. However, please note that you will only be covered for one of the cases
above: you can submit a damage claim or a delay claim but not both.
13. UNDER WHAT CONDITIONS CAN I CANCEL MY TRAVEL INSURANCE? WILL I GET A FULL REFUND?
HOW SHOULD I PROCEED?
You may cancel your travel insurance at any time, however you will have to pay an administration
fee.
If you hold a Single Trip Policy, we can only refund you if your cancellation is made before the
period of insurance.
If you hold an Annual trip Policy, your refund amount will be pro-rated according. If you wish to
cancel your policy please contact your agent or broker or call AXA’s Customer Hotline,
alternatively you may also want to visit our Customer Center (8 Shenton Way, B1)
14. WILL I BE COVERED IF I HAVE TO CANCEL MY TRIP?
Yes, you will be covered if there has been the death of a relative or if you must cancel your trip
due to some serious illness of which you were unaware of before booking your trip or up to 30
days prior before your departure date.
15. ARE THERE ANY COUNTRIES WHERE I AM NOT COVERED?
Yes, Afghanistan, Cuba, Congo, Iran, Iraq, Liberia, Sudan, Syria and at any time if the Ministry of
Foreign Affairs issues a Travel Advisory.
16. CAN I EXTEND MY TRAVEL INSURANCE WHILE OVERSEAS?
We do not usually allow for extensions while overseas, however you may contact us and we will
consider your case.
17. WHAT IS THE MAXIMUM NUMBER OF DAYS I CAN TRAVEL? CAN I GET A ONE YEAR TRAVEL
INSURANCE?
Under the single trip plan the maximum number of days is 182 per trip.
Under the annual plan you are insured for trips of up to 92 days each.
You must start your trip in Singapore.
18. WILL I BE COVERED FOR THE EXCESS CHARGED BY A CAR HIRE COMPANY IF I HAVE DAMAGED
THE RENTAL CAR?
Yes, if you purchase the Rental Car Excess add on.
19. IF I AM SEEKING MEDICAL TREATMENT ABROAD, WILL MY TRAVEL INSURANCE COVER ME?
Your travel policy only covers for injury and accidents that you incur while you are abroad and for
which you did not have any preexisting conditions.
20. AM I COVERED IF MY TRAVEL DOCUMENT IS LOST OR STOLEN?
Yes you are. We will pay for the cost of obtaining a replacement of your new travel documents
(i.e. passport, visas or travel tickets) that are lost while overseas as well as any travel expenses
and/or hotel accommodation necessary to replace such lost travel documents. To substantiate
your claim you must report the loss to the police within 24hours after the incident and must
obtain a written statement from them. Do keep in mind that all claims you make are subject to
your policy claim limit.
21. AM I COVERED FOR THE LOSS OR THEFT OF MONEY, JEWELERY OR WATCHES DURING AN
OVERSEAS TRIP?
Yes, however you are responsible for making sure your valuables are kept in a safe place.
If you are shopping and you must leave your belongings outside the shop on the trolley, AXA will
not cover you for any losses or theft or property as they are considered left unattended. If you
lose any valuable items please complete a police report and submit it to us along with the
receipts. In the case of money theft we will reimburse you up to S$500.
22. CAN I CANCEL MY TRIP AND BE REIMBURSED IF A FRIEND OR RELATIVE IS SICK PRIOR OR
DURING MY TRIP?
If a family member has a serious illness which you did not know about at the time of buying your
insurance or 30 days before your departure date and must be hospitalized you will be covered
and if you are abroad we will pay for a suitable priced ticket (direct economy) back to Singapore
and will cover the cancellations costs.
23. DOES SMARTTRAVELLER COVER THE COSTS OF REPLACING A TRAVELLING COMPANION IF ONE
FALLS SERIOUSLY ILL BEFORE THE TRIP?
If the policy holder falls seriously ill, AXA will cover the cost to allow someone to go on the trip
instead of the policy holder. However if the policy holder's travelling companion falls sick, we do
not cover any charges relating to replacing the travelling companion.
24. DOES SMARTTRAVELLER ALSO COVER MY HOME CONTENTS AGAINST FIRE DURING TRAVEL?
Yes, if you choose to purchase the Safety add-on.
25. IF I ALREADY HAVE A PERSONAL ACCIDENT POLICY, IS IT NECESSARY TO BUY A TRAVEL
INSURANCE?
It is advisable to purchase a travel policy as well as it especially designed for your travel needs. A
Personal Accident policy will not cover any baggage delay, travel delay, misconnection, trip
curtailment etc…
26. IF I AM HELD HOSTAGE OVERSEAS OR THE VICTIM OF A TERRORIST ATTACK, WILL I BE
COVERED?
Yes, you are covered for any claims incurred due to terrorism (nuclear, biochemical or others).
Regarding the hostage situation, you will only be covered for a hostage situation if you purchase
the "Safety" add on.
27. IF I AM STRANDED DUE TO A NATURAL DISASTER OR UNEXPECTED POLITICAL RIOT, AM I
COVERED?
Yes, you will be covered for any trip curtailment or any costs incurred. If you are abroad, you will
get travel delay benefits of up to S$100 every 6 hours which you may use as you wish. If you are
in Singapore you will be given $100 for you to spend prior to your departure.
Please be advised that these answers are relevant for any new SmartTraveller policy issued after August
25, 2015