Claims Procedure

1. Notify Us

• For General or Claims enquiries, please call +65 6012 0516 (8.45 am to 5.30 pm, Mondays to Fridays except Public Holidays).
• For travel and medical emergencies overseas, please call our MSIG Assist 24-hour hotline at +65 6012 0043.

Please provide the policyholder's name and policy number or Booking Reference number when seeking assistance.

2. Collect Information

• Make a police report within 24 hours at the place of loss and request for a copy of the report for your claim submission.
• Where the loss or damage occurs in the custody of an airline/cruise/train/bus operator, inform them and request for a Property Loss/Damage Irregularity Report.
• Take photographs of the damaged items and retain the items for our inspection, if applicable.
• In cases involving damage to property or bodily injury of a third party:
  • note down the particulars of the third party
  • obtain the details of the nature and extent of claim
  • do not admit liability, settle or negotiate settlement without our prior approval
  • immediately inform us when you receive any letter of demand, Writ of Summons, etc from the third party

3. Submit Information

• You may submit your claim notification online or download a copy of the claim form or request for the form to be sent to you.
• Submit your claim online to receive your claims payment faster and hassle-free through FAST or PayNow payment options.

• Complete the claim form and submit it with all the necessary supporting documents such as airline ticket, boarding pass, original medical bills, medical report to us.

Important Notes:

We strive to settle most claims within 2-3 weeks after we receive complete information and supporting documents. If you have submitted a claim to us and have received an acknowledgement message, we are looking into it.

During travel peak periods, we may take a longer time than usual to process your claim. We thank you for your patience.