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The policy is available to any citizen or resident of Singapore travelling on Malaysia Airlines.
02. Are 'business travellers' eligible to purchase a MHinsure policy?
Yes. Our travel insurance is designed for leisure and business travellers alike.
03. Is there an age limit to purchase MHinsure?
No. There is no age restriction to purchase the MHinsure policy. However please refer to the terms and conditions of the policy for detailed benefits in respect of children (including infants) aged under 18 years or adults aged over 70 years.
04. Can a policy be issued after the journey has already begun?
No. Our policies are all designed to be taken out prior to you commencing travel. The intention of the policy is to provide cover from when you leave your home in Singapore or place where you are staying in Singapore, until you return to your home in Singapore.
05. Can more than ONE policy be issued for the same trip?
Each traveller is entitled to ONE policy only. This policy may include multiple people, but each individual is to be insured by no more than ONE policy during their trip.
06. What happens after the online application has been completed?
Once the premium has been paid by credit card, a confirmation email, which includes the Certificate of Insurance and Policy Wording, will be sent to you immediately. The Certificate of Insurance contains your policy number which you must quote every time for us to render assistance promptly.
TRAVEL INSURANCE COVERAGE
07. When does the MHinsure Policy commence?
Your cover commences at different time for different sections of the policy.
The cover for the Trip Cancellation benefit commences 30 days prior to your scheduled departure, and expires at the moment of your scheduled departure.
The cover for all other policy benefits begins on the departure date set out on your certificate of insurance, and expires on the expiry date set out on your certificate of insurance, or upon your return to Singapore, whichever is earlier.
08. Is my travel insurance cancelled automatically if I cancel my travel arrangements?
No. Please contact +65 6222 3342, during office hours. You can cancel your travel insurance and receive a full refund of premium, as long as you have not already departed on your trip and filed a claim.
However, if you do have to cancel your trip, make sure you review your Certificate of Insurance and policy because your travel insurance policy provides benefits if you have to cancel your trip due to certain reasons.
09. How can Insurance cover be postponed should the travel dates be delayed?
The traveller that is requesting the policy postponement must immediately notify us by email at MHinsure-sales@mondial-assistance.com.sg. In order for postponement to be granted this email must be received and acknowledged by us before the original planned departure date. As long as no claim has been submitted, we will send to you an email with a new policy certificate based on your revised travel details.
10. If the journey ends earlier than originally planned, will a partial refund of insurance premium be given?
Sorry, but no. Once your journey commences, we are unable to refund any part of the premium.
11. If I can't make the trip, can I cancel my MHinsure?
Yes you can. Please contact +65 6222 3342, during office hours. You can cancel your travel insurance and receive a full refund of premium, as long as you do not intend to file any claim under the policy.
12. What happens if I fall ill or suffer an accident during the journey?
The MHinsure policy entitles the person to medical assistance and cover for the expenses incurred during the subsequent medical treatment. Please call us immediately at +65 6222 3350 should you have a medical problem whilst overseas (you can make a collect call (reverse charges). You are free to choose your medical advisor or an approved medical advisor can be appointed by us.
13. What is a 'pre-existing medical condition'? Is it covered under the policy?
Pre-existing means
- An ongoing injury, medical or dental condition of which you are aware, or related complication you have, or the symptoms of which you are aware;
- A medical or dental condition that is currently being, or has been investigated, or treated by a health professional (including dentist or chiropractor) at any time in the past, prior to policy purchase;
- Any condition for which you take prescribed medicine;
- Any condition for which you have had surgery;
- Any condition for which you see a medical specialist;
- Pregnancy
Eg.. If someone broke their arm 5 years ago and there have been no problems since, this is not a ‘pre-existing medical condition.’ However, if they had a heart attack 5 years ago and now take routine cholesterol and blood pressure tests, they DO have a ‘pre-existing medical condition’.
Pre-existing medical conditions are NOT covered under the Travel Insurance policy.
14. Is luggage covered under the policy?
Yes, luggage and personal effects are covered throughout the journey under the policy, but the person must be sure to take all necessary steps to avoid any loss or damage, which includes keeping the property supervised at all times.
TRAVEL INSURANCE CLAIMS
15. How does the claims process begin? Where can claim forms be obtained?
For details on how to make a travel insurance claim please visit the 'Contact Us' page, which includes all the relevant information, as well as claim forms. Likewise, you can contact our 24 hrs Hotline on +65 6222 3350 outside of Singapore or e-mail to us at MHinsure-claims@mondial-assistance.com.sg
16. What if I need Assistance urgently?
Please contact Mondial Assistance immediately and our team will be able to assist with the emergency. Please contact our 24 hrs Hotline number:
+65 6222 3350 free of charge. You can make a collect call (reverse charge).
17. What happens if evacuation or repatriation is required following an injury?
We will transfer you to the nearest suitable hospital to treat your injury. Our cover ends upon your safe repatriation to your home or to the nearest suitable hospital to your home in Singapore.
18. If I become ill / injured while overseas but did not receive any medical treatment, can I do so now when I am back in Singapore?
No. Your policy's coverage ends when you return to your home in Singapore. If you have an accident or become ill overseas, we recommend that you seek medical attention immediately. If this should happen, please contact us as soon as possible, so that we can assist you.
19. What kind of documentation is required to process a claim?
Depending on the type and circumstances of the claim, we may require original documents, such as reports or receipts. Typically, these documents are requirements, and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim may have different document requirements (for example, medical report, invoice, receipt, police report). Please call at
+65 6222 3350 free of charge. You can make a collect call (reverse charge).
We will provide details on exactly what documentation is required to process your claim.
20. How long will it take to process the claim?
Claims will be processed within 10 working days after you have submitted all required documentation.
21. How are claims paid?
Wherever possible we will pay directly to the hospital and other medical providers in the event of you being hospitalised or requiring assistance. For all other claims we will pay the claim settlement via cheque, or electronic transfer. You have the opportunity to select your preference in our claim form
22. What assurance is there that a claim will always receive a fair decision?
Should you have a complaint arising out of a claim decision, please contact us (see contact details on your policy schedule or on the last page of the policy wording). We will respond to your complaint within 5 business days, provided we receive all necessary information and have completed any investigation required. If we need more time, we will agree on a reasonable alternative time frame.
In the unlikely event of you remaining unsatisfied with our senior management decision, any dispute or difference in relation to your claim can be referred to arbitration in Singapore under Singapore law.
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