Travel Insurance FAQ

Most popular questions

Do I qualify for Aviva Travel insurance?

In order to qualify for travel insurance from Aviva, you must meet the following criteria:

  • You live in Singapore for at least 183 days in a year and you have a valid NRIC or FIN.
  • You are at least 16 years old at the time of purchase (only required if you are the applicant).
  • The journey is a round trip, beginning and ending in Singapore.
  • You are not travelling contrary to the advice of a qualified medical practitioner or for the purpose of obtaining medical treatment.
  • You have bought the policy before you leave Singapore on your trip.

Can I get an instant quote from Aviva?

Yes. Click here to get a quote. All it takes is 60 seconds or less for an immediate, no-obligation quote.

You can also download our mobile app to purchase: 

Download from iTunes

Download from Google Play

What is the difference between Travel Prestige, Travel Plus and Travel Lite?

The differences are in the policy features and maximum amounts payable per person per trip in the event of a claim. For the best cover and highest protection, we suggest you choose 'Travel Prestige' plan. You can view the Summary of cover and compare the amounts payable for each of the policy features, to help you choose the one that is right for you.

How do I contact Aviva for travel assistance?

Please call the Aviva Travel Assistance Helpline at +65 6322 2022.

How do I make a claim?

If you need any emergency claims assistance while you are overseas, please call +65 6322 2022 for our claims assistance helpline. To make a claim, you can submit your claim through our online claims submission here. Claims submission should be filled in with full particulars and full facts of the claim including its occurrence, detailed circumstances and extent of loss and upload any supporting documents within one month of the incident. Any original documents should be submitted no later than 7 days after the claims submission. 

For claims enquiries, please contact us at:
+65 6827 9966
Mondays to Fridays 09:00 - 18:00 
(Excluding public holidays)

Overview and Eligibility

How can I purchase travel insurance from Aviva?

You may purchase travel insurance online or through our intermediaries.

Do you have any age limits?

We do not have any age limit for adults. We cover children from 0 to 18 years old or up to 23 years old if they are not married and studying full-time in a recognized institute.

Who underwrites your insurance?

Aviva Travel insurance is underwritten by Aviva Ltd.

How far in advance should I purchase the single trip insurance?

If your trip includes pre-payment or deposit requirements, we recommend that you purchase cover when making these payments to protect yourself against trip cancellation charges. In addition, our unique benefits such as Trip Cancellation For Any Reason and Change of Travelling Dates for Any Reason would require you to purchase travel insurance within 7 days from the date you made your pre-payment or deposit.


For example:

You paid for your air ticket on 1st June 2017 but paid for your accommodation on 1st Oct 2017 for a trip from 1st Dec 2017 to 14th Dec 2017.
You are required to purchase the travel insurance latest by 8th June 2017 in order to be covered under this section.

Am I covered if I purchase a travel policy after a known event (i.e. impending volcanic eruption in Bali)?

 No. Any claim arising from circumstances known to you or in the public domain at the time of issue of this insurance or before you booked your trip (whichever is earlier), will not be covered.

Can I purchase travel insurance if I am already overseas?

No, you will need to purchase your travel insurance before setting off for your overseas trip from Singapore.

I'm travelling in more than one country during my trip. Can I still get a policy?

Yes, your policy covers you for all non-restricted countries within your travel zone. We have three travel zones: 

ASEAN which covers Brunei Darussalam, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Philippines, Singapore, Thailand and Vietnam.

Or

Asia covers ASEAN countries, Australia, Hong Kong, India, Japan, Macau, Maldives, Mongolia, Nepal, New Zealand, People's Republic of China, Taiwan, South Korea and Sri Lanka. 

Or

Worldwide covers any countries outside Singapore except Afghanistan, Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan and Syria.

If your trip involves travel to countries in both Asia and Worldwide zones, kindly choose Worldwide.

I will be travelling to more than two countries and will be back to Singapore before flying to the next country (e.g. Singapore > Thailand> Singapore > Australia > Singapore). Can I purchase one single trip policy for the entire journey in this case?

No, you must purchase two policies: one policy for your trip to Thailand and one policy for your trip to Australia. The coverage for your single-trip policy will end once you return to your Singapore arrival point.

Cover and Benefits

What is the longest period of time that I am covered for?

The maximum cover length for any single-trip policy is 182 days. However, if you have an annual multi-trip policy, we can cover you for multiple trips up to 90 days per trip. An annual multi-trip policy will remain in force for 12 months from the cover start date till the end of the cover period as indicated on the policy schedule.

Can I extend the period of cover if I decide to extend my trip while I am overseas?

Extension of period of cover is allowed midway during travel provided there are no known circumstances or events likely to lead to a claim. Additional premium will apply. You may email us at personal_insurance@aviva.com.sg to request for such extension.

What is the difference between Individual, Family and Group Package?

The difference is as follows: 

Individual Package covers you only.

Family Package covers you, your spouse and/or your legal child/children who travel with you on the same single trip. For annual family plan, you and your spouse need not travel together but your children below 16 years old must be accompanied by you or your spouse for any trip.

Group Package covers you and up to a maximum of 19 other individuals (including children) travelling together on the same trip. 10% discount applies to groups of at least 6 persons and 15% discount applies to a group of 11 to 20.

Does the group discount apply if there is any promotional discount offered? If so, how does it work?

Yes. The promotional discount is applied to the net premium after the group discount. This is how the discount tiers work:

Total Premium S$334.50 ($22.30 X 15 persons)
Group Discount 15% S$50.17
Net premium S$284.33
Promotion discount 30% S$85.29
Net total premium S$199.03

Can I cover my children under the policy?

Yes, your child/children can be covered under family plan if at the point of application, he/she is under 18 years of age or for those from 18 up to the age of 23 who are studying full-time in a recognised institute of higher learning and are not married.

However, if your child is below 16 years old on departure date, he/she must be accompanied by you or your spouse during the trip under a family package or accompanied by an adult named in the policy under a group package.

Is my child covered under travel insurance when he/she travels alone with the school for an excursion trip overseas?

Yes provided your child at least 16 years old at the point of application. If your child is below 16 years old, an accompanying adult can purchase a group policy together with your child.

Am I covered if I postpone or cancel my trip?

We cover both situations of postponement and cancellation of the trip. You can however, claim for either one of the benefits but not for both, if the claim is due to the same occurrence provided you have bought your policy more than three days before your scheduled departure date and the following events happen within 30 days (except for insured event number 7) before you are due to leave.

 1. death, quarantine or serious injury or serious illness of insured, spouse or children,

2. death, quarantine or life-threatening injury or serious illness of close relative, close business associate, travelling companion or the person that you were to stay with during your trip,

3. insured person or his/her travelling companion being subpoena as a witness in the court of law,

4. serious damage to insured residence from fire, storm or a catastrophic event,

5. unexpected outbreak of strike, riot and civil commotions at the planned destination. (This will only apply when the Ministry of Foreign Affairs of the Republic of Singapore (MFA) has issued a travel notice or advisory about travelling to the zone within the country of your destination),

6. catastrophic event, epidemic or pandemic outbreak at the planned destination. (This will only apply when the Ministry of Foreign Affairs of the Republic of Singapore (MFA) has issued a travel notice or advisory about travelling to the zone within the country of your destination),

7. Airline, licensed transport provider, licensed tour operator or travel agency insolvency or

8. insured child is forced to cancel his/her trip because his/her travelling companion (parent or guardian) has to cancel his/her trip due to one of the reasons listed above.

Trip Cancellation covers loss of irredeemable travel and accommodation cost, and entertainment tickets paid in advance before departure from Singapore whereas Trip Postponement covers reasonable admin fee charged by the airline, licensed transport provider, accommodation, licensed tour operator or licensed travel agent to postpone your trip. We also cover irredeemable entertainment tickets.

Am I covered for Trip Cancellation or Trip Postponement for other reasons that are not mentioned in the insured events?

Yes. We are pleased to inform that you will be able to claim under Trip Cancellation For Any Reason or Change of Travelling Dates For Any Reason if it is not due to any one of the insured events, provided if you have purchased 'Travel Plus' or 'Travel Prestige' policy within 7 days from the date you made your initial payment for your trip. These are our new and unique benefits.

We will cover you for 50% of irredeemable travel and accommodation cost, and entertainment tickets paid in advance before departure from Singapore if you cancel your trip and 50% of the reasonable admin fee charged by the airline or licensed travel agent to change the travelling dates of your trip. We also cover irredeemable entertainment tickets.

For more information on the terms and conditions, please refer to your policy document.

Am I covered for Trip Interruption?

Yes, we will cover you for loss of irredeemable travel and accommodation cost, entertainment tickets paid in advance if you are unable to continue with your trip and return to Singapore due to:

1. death, quarantine or serious injury or serious illness of insured, spouse or children,

2. death, quarantine or life-threatening injury or serious illness of close relative, close business associate, travelling companion or the person that you were to stay with during your trip,

3. insured person or his/her travelling companion being subpoena as a witness in the court of law,

4. serious damage to insured residence from fire, storm or a catastrophic event,

5. unexpected outbreak of strike, riot and civil commotions at the planned destination,

6. catastrophic event, epidemic or pandemic outbreak at the planned destination,

7. Airline, licensed transport provider, licensed tour operator or travel agency insolvency or

8. insured child is forced to change his/her trip because his/her travelling companion (parent or guardian) has to cancel his/her trip due to one of the reasons listed above.

In addition, we have enhanced this benefit to cover you for additional transport expenses and accommodation cost, if you need to change part of your trip itinerary due to any of the insured events listed above.

Does the policy cover business travel?

Yes. Your policy will cover you for business travel except for any loss, damage or liability arising as a result of manual work. Please refer to the policy document for more information about manual work.

I am not able to travel for my business trip. Will the policy pay for a replacement traveller?

Yes, if you are unable to travel due to one of the following insured events listed below within 30 days before departing on your trip, we will cover any additional transport and accommodation expenses incurred to replace one traveller to take over your business trip.

1. death, quarantine or serious injury or serious illness of insured, spouse or children,

2. death, quarantine or life-threatening injury or serious illness of close relative, close business associate, travelling companion or the person that you were to stay with during your trip,

3. insured person or his/her travelling companion being subpoena as a witness in the court of law or

4. serious damage to insured residence from fire, storm or a catastrophic event.

Am I covered for delayed departure?

Yes, if the scheduled public transport that you are booked to travel on in your trip is delayed from the scheduled time of departure and there is no other travel arrangement made available to you by your travel agent or operator within 6 hours from the scheduled departure.

Am I covered for delayed baggage?

Yes, if your checked-in baggage is delayed, misdirected or temporarily misplaced at your scheduled destination or upon your return to Singapore, on a scheduled carrier. We will pay for the delay of at most one piece of your checked-in baggage that is tagged under your name.

Will you cover loss of baggage?

Yes. We will cover you for loss, theft or accidental damage to your personal belongings or baggage during your trip provided they are not left unattended.

What does "personal belongings" include?

Personal belonging refers to luggage, clothing, binoculars, photographic equipment and other items which you normally wear or carry with you when you travel.

If my baggage is delayed and found damaged subsequently, does the policy cover me from both Delayed Baggage and Loss of Baggage benefit?

No. If you have made a claim under Delayed Baggage and the baggage later proves to be permanently lost, that amount will be deducted from the amount claimed under Loss of Baggage.

Do you cover if my sports equipment that I use during my trip is damaged while being used?

No, unless you have purchased the optional riders such as Golf Holiday, Winter Sports or Extreme Water Sports.

Am I covered for theft of valuables or personal money?

Yes, if you purchase 'Travel Prestige' or 'Travel Plus' policy, we will cover you for theft of your valuables or personal money up to the limits specified in your policy, during your trip. There is no cover for valuables or personal money if you purchase the 'Travel Lite' policy.

Am I covered for loss of passport/ travel documents?

Yes, if your passport or other travel documents are lost or stolen while you are abroad, we will pay the administrative fee to replace these documents. In addition, we will also pay for additional transport and accommodation expenses incurred for the sole purpose of replacing these documents.

Please contact our Emergency Travel Assistance Helpline at +65 6322 2022 and we will advise you on how to replace lost or stolen passports and other travel documents.

Am I covered for the unauthorised charges made on my stolen credit cards while I'm overseas?

If your credit card is stolen, we will cover you for any fraudulent use of your credit card, except for any cash advances. This benefit is only for 'Travel Prestige' policy. You must report the loss to your credit card issuer with 24 hours of the robbery, burglary or theft.

What should I do if any of my belongings are lost or stolen? Is a police report required?

You need to report the theft or loss to the police within 24 hours of discovering it, and ask them for a report in writing. If applicable, report the theft or loss to your airline, transport company or hotel and ask them for a report in writing. These documents will be required when you are making a claim.

If I, or an insured person on my policy, have/has an existing medical condition, can I/they still have cover under this policy?

Yes, they may still buy the policy. However, please note that the policy does not cover any loss, damage or liability directly or indirectly arising as a result of any pre-existing medical condition. For more information, please refer to your policy documents.

Does being pregnant affect my travel insurance cover?

We will pay for:

  • Your emergency medical treatment outside Singapore within the stipulated policy limits for pregnancy or childbirth.
  • Trip cancellation or trip interruption benefits if you are unfit to travel or continue with your trip

where the expected date of delivery is more than 12 weeks (16 weeks in the case of a multiple pregnancy) before your planned return date and your doctor must certify that these conditions are not related to any pre-existing conditions.

I might want to take part in sports and leisure activities while I'm away. How will I know if they are covered?

The policy automatically covers you for the usual tourist activities that are accessible to the general public without restriction and which are provided by a licensed operator. This is provided you obey the rules (including wearing appropriate safety equipment) and are acting under the guidance and supervision of qualified guides and/or instructors of the operator when carrying out such tourist activities (This excludes Dangerous Sports and Leisure Activities under General Exceptions).

If you are participating in Winter Sports and Extreme Water Sports activities such as skiing, jet skiing, you may get yourself covered by purchasing the optional riders for them.

Please note that we do not cover you while you are taking part in any leisure or sports activities either as a professional or where you would or could earn or receive remuneration, donation, sponsorship or financial rewards of any kind or where you are competing in or practising for speed or time trials, sprints or racing of any kind.

What kind of activities that are considered as Dangerous Sports and Leisure activities?

We will not cover you if you take part in any sports or leisure activities with a high inherent level of risk or which is done in a manner, location or terrain that is far from what reasonable people consider to be normal. Please refer to our General Exceptions for the list of activities that we do not cover. Examples are bungee jumping, sky diving, flying fox, BASE jumping, stunt riding, trekking above 3000 metres altitude and canoeing above Grade 2.

Am I covered for emergency medical treatment including air ambulance to get me home?

Yes, if the treating doctor and our medical emergency assistance provider agree that an air ambulance is necessary, you will be covered up to the limits shown in your policy.

Who decides when emergency evacuation is necessary?

This decision will be made by consultation between the treating doctor and our medical emergency assistance provider. Please call the Aviva Travel Assistance Helpline at +65 6322 2022 for assistance.

What does the overseas Wedding & Wedding Photo shoot cover?

This is an optional cover which you can add when you purchase your travel insurance online. During your trip overseas, we will cover you for accidental loss of or damage to your ceremonial attire and accessories, loss of marriage certificate and personal liability of invited guests at your wedding venue overseas. In addition, we will also cover the insolvency of your pre-booked licensed wedding service provider directly responsible for your overseas wedding event or when your wedding photo album is lost or damaged during its delivery to Singapore.

The premium charged is on a 'per couple' basis. So if you and your partner are purchasing 2 separate insurance policies, you are only required to purchase this optional cover for 1 policy only.

How do I add other travellers to my policy online?

You can only add your child/children to an existing annual multi-trip policy. You can email us at personal_insurance@aviva.com.sg to do so.

Any other name changes will require a cancellation and re-issue of your policy. 

If I have misplaced my receipts/documents, can I still claim for loss of personal items?

It is important that you keep the original documentation and receipts for any items that you intend to make a claim for, as this will provide a more accurate assessment of their value. If not, your claim may be affected.

What type of changes do I need to tell you about?

You will need to inform us of any changes to the information completed when taking out travel insurance from us. This will include, but not be limited to: Your name and address, your travelling companion details, details of your children, trip details including region to be visited and duration of trip, and any other additional information that might impact on your risk either before or while travelling.

Quote

What is my NRIC/FIN number?

For Singapore citizens and permanent residents, the NRIC number is on your Singapore Identity Card, e.g. S1234567A. For foreigners, the FIN number is on the green card issued to you by the Immigration & Checkpoints Authority in Singapore.

What do I indicate as the period of insurance for single trip plan?

For single trip plan, you should indicate the full overseas travel period only as your insurance cover. Please note that dates are based on Singapore local time (GMT +8:00).

Cover start date: The date you are departing from Singapore (e.g. If you are departing from Singapore on 12 May 2017 23:50, you should indicate the Start Date as 12 May 2017).

Cover end date: The date you are arriving in Singapore (e.g. If you are arriving in Singapore on 18 Sep 2017 00:30, you should indicate the End Date as 18 Sep 2017).

Why did I receive a message saying that you are unable to provide me with an online quote?

There are various reasons why we may not be able to provide you with an online quote. If you are not able to secure a quote, please follow the instructions on the screen or contact our Customer Services Department at +65 6827 9966 for assistance.

Purchase and Payment

Is my payment secure?

Yes. Our online payment process is fully secured. If you have any specific concerns, please call our Customer Services Department at +65 6827 9966.

Can I pay by monthly instalments?

If your premium is $300 and above, you may pay by monthly instalment under Instalment Payment Plan (IPP) through your UOB, DBS and POSB VISA / MasterCard Credit Card for any new business or renewal application. IPP is an interest-free instalment plan offered by the banks. At the moment, this arrangement is with  UOB, DBS and POSB only. You can choose between 6 or 12 months 0% Interest IPP.

How and when will my instalment payments be deducted?

The bank will bill you monthly. The amount deducted will be reflected on your monthly credit card statement.

What will happen to my travel insurance policy if I fail to pay the instalment?

Your travel insurance policy will remain in force, but the bank will issue finance charges, interest and fees on the outstanding amount at their prevailing rate.

I have an IPP arrangement. What will happen if I cancel my annual multi-trip policy mid-term?

We will provide a cancellation refund if you have not made a claim or there has not been an incident likely to give rise to a claim during the current period of insurance. Refunds will be credited to the original payment mode wherever possible within 14 working days. However, your instalment with the bank will still carry on.

Can I pay for my insurance using someone else's credit card or bank account?

Yes. If you wish to allow someone else to make the payment for you, they may enter their credit card details.

How do I know my insurance policy purchase has been successfully completed and I am insured?

You will receive a confirmation via SMS once policy purchase is completed. We will also send a confirmation email to your designated address that contains a soft copy of your Aviva Travel Policy document, policy summary, summary of cover and receipt of payment. You can decide whether to print or store these on your computer, it is your choice. You can also download additional copies of your policy documents online, by logging in to MyAviva.

I've noticed the details on my policy are incorrect, what should I do?

Please contact us at personal_insurance@aviva.com.sg or call us at:

+65 6827 9966
Mondays to Fridays 08:45 - 17:30
(Excluding public holidays)

Why can't I go through the payment process?

Please verify your credit card details. Also, it is recommended that you use Internet Explorer 11 or Google Chrome as a minimum for the online purchase and payment process. If you still face problems, please call our Customer Services Department at +65 6827 9966.

Existing customers

Can I amend the start date on my travel policy?

Unfortunately, it is not possible to amend the start date. The existing policy would need to be cancelled and replaced with a new policy. Please note that you cannot cancel a short-term travel policy once you have passed the designated start date.

Can I renew my policy online?

Yes. Online renewal is a simple process. We will remind you 45 days before your expiry date and guide you through each step.

How do I access my policy online?

If you want to access your policy online, simply log in at MyAviva. From here you can choose to view or cancel your policies. 

What do I do if I want to cancel my travel insurance policy after I have paid?

A single trip policy can only be cancelled in advance of the due start date. You will be entitled to a refund of the premium paid provided you have not travelled, and there has been no claim or incident likely to give rise to a claim. If you do not cancel your policy, it will continue in force and you will be required to pay the premium.

For annual multi-trip policy, if we are issuing this policy to you for the first time, you have the right to cancel your policy without penalty within 14 calendar days from the day of purchase of the policy; we call this period the free look period.

If, within this free look period, you inform us in writing that you wish to cancel the policy, we will cancel it from its start date and, refund you the premium paid in full as long as no claim has been admitted under the policy.

If, after the free look period or after your policy is renewed, you inform us in writing that you wish to cancel the policy, we will refund you 80% of the premium paid less a pro-rated amount for the period for which you have been covered.

You will not be entitled to a refund if you have made a claim or there has been an incident likely to give rise to a claim during the current period of Insurance.

If you do not exercise your right to cancel your policy, it will continue in force and you will be required to pay the premium.

We may cancel this policy by sending 7 days written notice to your last known address. You will be entitled to a refund of the premium paid, subject to a deduction for the time for which you have been covered.

Refunds will be credited to the original payment mode wherever possible within 14 working days.

How do I submit feedback?

Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg.

What do I do if I want to make a complaint?

Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg. We will acknowledge receipt of your feedback within 3 working days whilst we look into the matter you raised. We will contact you for further information if required within 7 working days and provide you with a full reply within 14 working days.

If you are dissatisfied with our response, we will refer you to an independent dispute resolution organization; the Financial Industry Disputes Resolution Centre Ltd (FIDReC).

FIDReC's contact details are: 

Financial Industry Disputes Resolution Centre Ltd. 
36 Robinson Road 
#15-01 City House 
Singapore 068877 

Telephone: +65 6327 8878
Email: info@fidrec.com.sg
Website: www.fidrec.com.sg
Fax: +65 6327 8488

Important - Please remember to quote your policy reference in your communication.