What to do to make a claim

Submitting your claim online gives you more control and convenience.

Through the Chubb Claims Centre you can submit your claim online with minimal steps and faster time to completion, receive immediate confirmation of the submission and receive SMS updates on your claim status.

What to do in the event of a claim

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.

What you need to submit a claim online

You must have an email address and/or mobile number to submit your claim online.
Providing your payment account and information allows Chubb to quickly make approved payments.
Notify us within 30 days of a claim event.
You must submit all supporting documentation which may vary on the claim type. Attaching the relevant document to your online submission can expedite assessment.
Example of relevant documents includes medical reports, police reports, declarations, receipts, photographs, valuations, or other such documents we may request to assist us in assessing your claim.
All losses under baggage, personal effects, travel documents and money must be reported to local authorities and/or your transport provider and written acknowledgment obtained.

Travel claim checklist

Mandatory documents for ALL Types of Claims:

Proof of Travel (e.g Travel booking confirmation, air tickets/ flights booking itinerary)

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
Accidental Death / Permanent Disablement	Copy of Death Certificate Copy of Detailed Post Mortem/Autopsy Report Copy of Police Report on the alleged accident & official translated copy of the report, if report is not in English Original Medical Report/Diagnosis note duly certified by the attending Physician
Medical Expenses / Alternative Treatment	Original Medical Bills/Invoices Original Payment Receipt issued by the clinic/ hospital Original Medical Report/Diagnosis note duly certified by the attending Physician Evidence of Covid-19 Full Vaccination (For Covid-19 related claim only)
Travel Delay / Travel Misconnection / Missed Departure / Reroute / Overbooked	Boarding pass for all relevant Common Carrier (eg. Flight) Letter/Email from Common Carrier (eg. Airline) confirming on the delay duration (in number of hours) and REASON for delay (For Travel Delay only) Letter/Email from Common Carrier (eg. Airline) confirming on the overbooking and the next arrangement by the Common Carrier including date and time (For Travel Overbooked only) Letter/Email from Common Carrier (eg. Airline) confirming on the rerouting and time of actual arrival at the scheduled destination (For Travel Re-route only)
Baggage Delay	Property Irregularity Report (PIR) Baggage Return Delivery Note or Letter/Email from Common Carrier (eg. Airline) informing the delay duration
Baggage Loss	Property Irregularity Report / Original Police Report for theft incident Letter from Common Carrier (eg. Airline) confirming the loss and their compensation or denial Original receipts for the lost items claimed
Baggage Damage	Property Irregularity Report Photographs depicting the damage Original Receipt for cost incurred for the repair of the damaged baggage Original purchase receipt of the damaged baggage
Travel Cancellation & Travel Curtailment	Original invoice and payment receipts evidencing the full amount paid for the Trip Tour Fare breakdown charges & flight Itinerary/e-Ticket Letter from Travel agent confirming the refund amount. If no refund, to state reason If the cause of cancellation/curtailment is due to medical condition of an immediate family member, to provide Proof of relationship, e.g. birth certificate or marriage certificate. If due to death, also enclose the Death Certificate Medical Report and to provide details of all usual attending physicians Evidence of Covid-19 Full Vaccination (For Covid-19 related claim only)
Loss or Damage of Personal Belongings	Original receipts for the lost items claimed Original police report & official translated copy of the report, if report is not in English Insured’s account on the exact description of the incident
Loss or Damage of Travel Documents	Original receipts for necessary additional ordinary hotel accommodation and travel expenses Original receipt for the replacement cost of Travel Documents whilst Overseas Original police report & official translated copy of the report, if report is not in English Insured’s account on the exact description of the incident
Loss of Personal Money	Original Police report obtained at the place of loss Official translated police report, if report is not in English Insured’s account on the exact description of the incident
Daily Hospital Income due to Covid-19	Evidence of Covid-19 Full Vaccination (For Covid-19 related claim only) Medical Report duly certified by the attending Physician
Cruise Re-Route / Cancellation / Curtailment (applicable for Excursion Tour only)	Booking receipt for excursion tour Original receipt for the additional transport/travel expenses (only applicable for Re- Route) Medical report and Hospital admission bill (if any) Letter from Cruise confirming the reason for the re-route/cancellation/curtailment

You may contact us via mail or telephone:

Chubb Insurance Malaysia Berhad

197001000564 (9827-A)
Head Office:
Wisma Chubb
38 Jalan Sultan Ismail
50250 Kuala Lumpur
Malaysia

Chubb Customer Service

For general enquiries and claims, call

Tol Free: 1800 88 2846
(Mon-Fri: 8.30am to 5.15pm)

Email: travel.my@chubb.com

For 24-hours emergency assistance, call
(+603) 7628 3703

Chubb Worldwide Offices

For the mailing address, telephone number and email address of any Chubb office in our global network, use our office locator.

Worldwide Office Locator

© Chubb Insurance Malaysia Berhad. Chubb Insurance Malaysia Berhad is licensed under the Financial Services Act 2013 and regulated by Bank Negara Malaysia. This policy is underwritten by Chubb Insurance Malaysia Berhad. Full details of the terms, conditions and exclusions of this insurance are provided for in the Policy Coverages. Please read our Privacy Notice and the Product Disclosure Sheet.

The benefit(s) payable under eligible certificate/policy/product is(are) protected by PIDM up to limits. Please refer to PIDM’s TIPS brochure or contact Chubb Insurance Malaysia Berhad or PIDM (visit www.pidm.gov.my)