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?
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 travel policy document 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 6460 9391.
How do I make a claim?
To make a claim, or for overseas emergency assistance please call +65 6460 9391 for our claims assistance helpline or alternatively, 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 submit it with any supporting documents as soon as reasonably possible but no later than 7 days after the incident.
For general enquiries:
+65 6827 9966
Mondays to Fridays 08:45 – 17:30
(Excluding weekends and 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-payments or deposits for say, hotels, airlines and other travel needs, we recommend that you buy travel insurance before making these payments to protect yourself against trip cancellation charges. Aviva's highest-tier travel cover, Travel Prestige also offers Trip Cancellation For Any Reason and Change of Travelling Dates for Any Reason that would be useful to guard against losing early payments. Just buy this tier of travel insurance within 7 days of making your pre-payments or deposits.
You paid for your air ticket on 1 June 2017 but paid for your accommodation on 1 Oct 2017 for a trip from 1 Dec 2017 to 14 Dec 2017.
You are required to purchase the travel insurance latest by 8 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.
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.
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). Should I buy a single or multi-trip plan?
Sounds like a great trip! In this case, you'd need to buy a multi-trip policy because the coverage for a single-trip policy ends anytime you return to Singapore or your departure point. Also, having a multi-trip or annual travel insurance would be a more economical solution than buying several single-trip plans.
Cover and Benefits
What is the longest period of time that I am covered for?
Can I extend the period of cover if I decide to extend my trip while I am overseas?
What is the difference between Individual, Family and Group Package?
Does the group discount apply if there is any promotional discount offered? If so, how does it work?
Can I cover my children under the policy?
Is my child covered under travel insurance when he/she travels alone with the school for an excursion trip overseas?
Am I covered if I postpone or cancel my trip?
Am I covered for Trip Cancellation or Trip Postponement for other reasons that are not mentioned in the insured events?
Am I covered for Trip Interruption?
Does the policy cover business travel?
I am not able to travel for my business trip. Will the policy pay for a replacement traveller?
Am I covered for delayed departure?
Am I covered for delayed baggage?
Will you cover loss of baggage?
What does "personal belongings" include?
If my baggage is delayed and found damaged subsequently, does the policy cover me from both Delayed Baggage and Loss of Baggage benefit?
Do you cover if my sports equipment that I use during my trip is damaged while being used?
Am I covered for theft of valuables or personal money?
Am I covered for loss of passport/ travel documents?
Am I covered for the unauthorised charges made on my stolen credit cards while I'm overseas?
What should I do if any of my belongings are lost or stolen? Is a police report required?
If I, or an insured person on my policy, have/has an existing medical condition, can I/they still have cover under this policy?
Does being pregnant affect my travel insurance cover?
I might want to take part in sports and leisure activities while I'm away. How will I know if they are covered?
What kind of activities that are considered as Dangerous Sports and Leisure activities?
Am I covered for emergency medical treatment including air ambulance to get me home?
Who decides when emergency evacuation is necessary?
What does the overseas Wedding & Wedding Photo shoot cover?
How do I add other travellers to my policy online?
If I have misplaced my receipts/documents, can I still claim for loss of personal items?
What type of changes do I need to tell you about?
Help, my bags are lost/damaged/ have been stolen. Must I call the cops?
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 firstname.lastname@example.org 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.