Process your claims as fast as possible

Details for what to do in the event of an insured loss under your policy, how to submit your claim and an outline of the required documents to support your claim.

At Chubb Travel Insurance our aim is to process your claim as quickly as possible.

On this page you can find details for what to do in the event of an insured loss under your policy, how to submit your claim and an outline of the required documents to support your claim.

To avoid delay and to ensure your claim is handled promptly and efficiently, please take note of the details outlined for how to make a claim.

Please submit your completed claim form together with required claim documents to us at the below address:

Chubb Insurance Malaysia Berhad (9827-A)
Wisma Chubb
38 Jalan Sultan Ismail
50250 Kuala Lumpur
Malaysia
Email : travelclaims.my@chubb.com

For claims assistance please call/email our Customer Service:

Chubb Travel Insurance Customer Service
Hotline: 1 800 88 2846 (Within Malaysia)  /  +603 2058 3000 (Outside Malaysia)
(Mon-Fri: 8.30am to 5.15pm)
E-mail: Travel.MY@chubb.com

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 Insurance.

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 travelclaims.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 ForProof 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

To avoid delay and to ensure your claim is handled promptly and efficiently, please take note of the details outlined for how to make a claim.