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FAQs

Q: Do I qualify for Aviva Travel insurance?

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

  • Your main home is in Singapore.
  • You are between 16 to 70 years old.
  • The journey is a round Trip, beginning and ending in Singapore, and is either:
    • A holiday outside Singapore; or
    • A voluntary work or desk-bound clerical or administrative work outside Singapore.
  • You are not traveling 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.

Q: Can I buy an insurance policy offline or through an agent?

A: No. Aviva only sells travel insurance directly online.

Q: Do you have any age limits?

A: The maximum age for cover is 70 years old. We have no minimum age for accompanying children although some benefits are restricted for children. Please refer to your policy for more details.

Q: Who underwrites your insurance?

A: Aviva Travel insurance is underwritten by Aviva Ltd.

A: No, provided that you are not more than 70 years old at the start of your trip.

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

A: 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.

A: 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, Australia, New Zealand which covers ASEAN countries plus Hong Kong, Macau, People’s Republic of China, Taiwan (Republic of China), Nepal, Mongolia, South Korea, Japan, India, Sri Lanka, Maldives, Australia and New Zealand.

Or

Worldwide, which covers all non-restricted countries.

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

Or

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

Or

Worldwide, covers all non-restricted countries.

Q: What are the restricted countries?

A: We will not cover any loss, injury, damage or legal liability arising directly or indirectly from travel in, to, or through Afghanistan, Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan, or Syria.

A: Yes. We strongly advise you to take additional cover that is over and above any existing life or personal accident cover. These types of cover are usually limited and may not adequately cover your risk while travelling overseas.

Q: Where can I find out what the Aviva Travel Insurance policy covers? A: You can view a summary of cover and policy document on our website under "Travel Insurance". For new and renewed policies taken out on and after 23rd Oct 2015:

- Summary of Cover


- Policy DocumentQ: What is the difference between Travel Plus and Travel Lite? A: The difference is in the maximum amounts payable per person per trip in the event of a claim. 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. For new and renewed policies taken out on and after 23rd Oct 2015:

- Summary of Cover


- Policy Document
  Q: What is the longest period of time that I am covered for?

A: The maximum cover length for any single trip is 182 days. However, if you have an annual policy, we can cover you for multiple trips up to 90 days per trip. An annual policy will remain in force for 12 months from the time and date that the policy payment was made.

Q: What is the difference between Individual and Family Package? A: The difference between Individual and Family Package is:

Individual is if you are travelling alone and only want travel cover for yourself

Family Package is if you are travelling with your partner, spouse, travelling companion, or children.

Q: How long does single trip travel insurance cover last for?

A: Cover for single trip policies last for the duration of your trip as shown on your policy schedule. In addition, you will also be covered while travelling to your Singapore departure point and returning from your Singapore arrival point, so long as each journey does not take more than 3 hours.

A: Yes. Children under 18 years of age or those up to the age of 23 who are studying full-time in a recognised institute of higher learning and are not married, will be covered but only when they are travelling with, dependent upon and directly related to, an adult that is named on your policy schedule. For the avoidance of doubt, we determine the age as at the date of policy inception with reference to the date of birth.

Q: Are companions covered?

A: Yes. Under a family cover, 1 companion is covered.

Q: Am I covered for trip cancellation?

A: Yes. Trip Cancellation covers loss of irredeemable travel and accommodation expenses paid in advance prior to departure from Singapore due to:

  • death or serious injury or serious sickness of insured, close relative or travelling companion,
  • unexpected outbreak riot,
  • serious damage to insured residence from fire or natural disaster,
  • natural disaster, epidemic or pandemic outbreak,
  • a subpoena as a witness in the court of law, or
  • airline, licensed tour operator or travel agency insolvency.
For policies purchased before 23rd Oct 2015, please refer to your policy document.

Q: Am I covered for trip interruption? A: Yes, you are covered for loss of irredeemable travel and accommodation expenses paid in advance due to:
  • death or serious injury or serious sickness of insured, close relative or travelling companion,
  • unexpected outbreak riot,
  • serious damage to insured residence from fire or natural disaster,
  • natural disaster, epidemic or pandemic outbreak,
  • a subpoena as a witness in the court of law, or
  • airline, licensed tour operator or travel agency insolvency.

For policies purchased before 23rd Oct 2015, please refer to your policy document.

Q: Am I covered for delayed departure?

A: Yes, if the scheduled public transport that you are booked to travel on in your trip is delayed from the scheduled time of departure.

Q: Am I covered for delayed baggage?

A: 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. To claim under this section, you must get written confirmation from the carrier of the number of hours you were without your baggage.

Q: Will you cover loss of baggage?

A: Yes. We will cover you for loss, theft or accidental damage to your personal belongings or baggage during your trip.

Q: Am I covered for missed departure or connection?

A: Yes, if you arrive at the departure point within your trip too late to board the scheduled public transport in which you are booked to travel as a direct result of:

  • Failure of scheduled public transport services;
  • Delay to a connecting scheduled flight; or
  • Accidental damage to, or breakdown of, the vehicle in which you are travelling in.

Q: Am I covered for theft of valuables or personal money?

A: Yes, if you want to purchase the '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 want to purchase the ‘Travel Lite’ policy.

Q: Am I covered for loss of passport/ travel documents? A: We will cover you for loss or theft of your passport and other travel documents while you are abroad.


We will pay reasonable extra travel, accommodation and communication expenses incurred if you have to wait to get temporary travel documents. We will also cover the cost of any temporary replacement passport and other documents required for your trip. We will also pay for the administrative fee which you have to pay to get a replacement passport, or travel document.

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

Q: What does "personal belongings" include?

A: Personal belonging refers to luggage, clothing, binoculars, sports, musical and photographic equipment and other items which you normally wear or carry with you.

Q: Will I be covered if the tour operator goes bankrupt?

A: We will cover all irretrievable costs and refund any applicable deposits up to the limit shown in your policy in the event of your airline, licensed tour operator or travel agent becoming insolvent.

Q: Do I need to take my policy with me when travelling?

A: Yes. We recommend you take your policy document and schedule on holiday with you so that you can refer to it if necessary.

Q: How many people can be covered on the same policy?

A: Aviva currently has two policy types, individual or family. A family policy will cover two designated adults and any number of children, provided they are related to and dependent upon at least one of the travelling adults listed in the policy.

A: 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 from any pre-existing medical condition. For more information, please refer to your policy documents.

Q: What is considered as pre-existing medical condition? A: Pre-existing medical condition is defined as any allergy, condition, illness, infirmity or injury, diagnosed or undiagnosed, which: - You knew about or have been informed of or for which you have received advice, medication or treatment; or - You are under investigation or awaiting results for; or - You are on a waiting list for or is aware of the need for In-patient treatment before the start date of your trip. This definition of pre-existing medical condition also applies to your close business associate, close relatives or travelling companion or any person upon whose good health your trip depends. If you have an annual policy with us and have made a claim for an allergy, condition, illness, infirmity or injury on a previous trip, we will treat that allergy, condition, illness, infirmity or injury as a pre-existing medical condition in any subsequent trip.Q: Does being pregnant affect my travel insurance cover?

A: We will cover you within the stipulated policy limits for pregnancy or childbirth 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.

A: You are automatically covered for claims arising from your participation in the leisure activities listed below on a recreational basis.

Archery (under supervision) Badminton Beach cricket, football and volleyball Body boarding† Bowls Canoeing, kayaking and rafting (grades 1 & 2 only) Clay-pigeon shooting (under supervision) Curling Cycling (no Bicycle Motor Cross, mountain biking or racing) Dinghy sailing*† (inland or coastal waters only and no racing) Fell walking Fencing (protective gear must be worn) Fishing (no deep sea fishing) Go karting† (crash helmet must be worn) Golf Hiking (up to 2000 metres altitude) Hill walking (up to 2000 metres altitude) Horse riding/hacking (no hunting, jumping or polo) Hot air ballooning (passenger only and organised through your tour operator) Jet skiing† Motorcycling up to 125cc† (see Important Information) Parascending (over water) Pony trekking Racquetball Rambling (up to 2000 metres altitude) Roller blading or skating (protective gear must be worn) Rounders Rowing (inland waters only) Safari (camera only and organised through your tour operator) Sail boarding† Snorkeling Squash Surfing† Swimming Table tennis Tennis Trampolining Trekking (up to 2000 metres altitude) Tug of war Water polo Water skiing† Wind surfing†

Yachting*† (inland or coastal waters only and no racing)

* Coastal waters are defined as within a 5-mile limit of the coastline for dinghy sailing and within a 12-mile limit for yachting
† No Personal Accident or Personal Liability cover

If you take part in leisure and sport activities that are not listed above, you will not be covered under any section of the policy for claims arising directly or indirectly from participating in the activity.

We do not cover you while you are taking part in any leisure or sport activities:

  • Either as a professional or where you receive any financial reward or gain or
  • Where you are competing in or practising for speed or time trials, sprints or racing of any kind unless otherwise agreed by us in writing.

A: 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.

Q: Who decides when emergency evacuation is necessary?

A: This decision will be made by consultation between the treating doctor and our medical emergency assistance provider.

Q: Does travel insurance cover terrorism?

A: We will cover acts of terrorism, kidnap, hostage and mugging. For further details, please refer to your policy document.

Q: What confirmation of cover will I receive?

A: On receiving payment, we will send you an email as confirmation, together with soft copies of your policy, policy schedule, policy summary, summary of cover and your receipt for payment.

Q: Can I travel without my travel insurance documents?

A: Yes, you can, although we would recommend that you take them as reference, if required. If you are travelling light, all you will need is your policy number that comes with your documentation. We also recommend that you have our helpline numbers with you at all times so you can reach us easily if the unexpected occurs.

Q: Does the policy cover business travel?

A: Yes. Your policy will cover normal overseas travel for desk-bound clerical or administrative work purposes.

A: Yes. In addition, we will also cover any unrecoverable costs if the remaining part of your trip needs to be cancelled in accordance with your policy limits.

Q: How do I add other travellers to my policy online?

A: You can only add children to an existing annual policy. Any other name changes will require a cancellation and re-issue of your policy.

A: Please call the Aviva Travel Assistance Helpline at 6322 2022 anytime day or night, all year round.

A: If you have lost important travel documents, please contact the Aviva Travel Assistance Helpline at 6322 2022

anytime day or night, all year round. Report the theft or loss to the police within 24 hours of discovering it, and ask them for a report in writing. If appropriate, report the theft or loss to your courier or hotel or apartment manager and ask them for a report in writing. These documents will be required for any subsequent claim.

A: Yes. 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.

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

A: 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 travel partner 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.

Q: What are the general exceptions under the policy? A: Please refer to the general exceptions here.
For full details, please refer to the policy document

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

Q: Can I pay by monthly instalments?

A: Yes, you may pay by monthly instalment under Instalment Payment Plan (IPP) through your DBS and POSB VISA / MasterCard Credit Card for any new business or renewal application. Please note this arrangement does not apply for DBS and POSB Debit Card.

Q: What is this Instalment Payment Plan (IPP) through credit card? A: This is an interest free instalment plan offered by the banks. At the moment, this arrangement is with DBS / POSB only.

For more information on DBS / POSB IPP, please click here.

A: The minimum premium to qualify for IPP is $300. You can choose between 6 or 12 months 0% Interest Instalment Payment Plan.

Q: How and when will my instalment payments be deducted?

A: The bank will bill you monthly. The amount deducted will be reflected in your monthly credit card statement.

A: 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.

For more details, please check directly with DBS / POSB.

A: 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. Your cancellation refund will usually be based on short-period rates. 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.

Q: How do I know if my payment has gone through?

A: You will receive a confirmation page once you have submitted your payment details and a confirmation email will be sent to your email address.

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

A: As part of the purchasing process, we will confirm that the transaction has been successfully completed and send a confirmation email to your designated address, with soft copies of your policy documentation.

Q: How do I receive my policy documents? A: We will send an email to your designated address that contains a soft copy of your Aviva Travel Policy, 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 going into the "Manage my Policy" section of our website.Q: Can I get duplicate policy documents? A: Yes at any time you wish by going into the "Manage my Policy" section of our website and printing whatever copies are required.Q: I've noticed the details on my policy are incorrect, what should I do? A: Please contact us at personal_insurance@aviva.com.sg.Q: Why can’t I go through the payment process?

A: Please verify your credit card details. Also, it is recommended that you use Internet Explorer 7 or Firefox 2 as a minimum for the online purchase and payment process. If you still face problems, please call our Customer Services Department at 6827 9966.

Q: How do I contact Aviva for travel assistance?

A: Please call the Aviva Travel Assistance Helpline at 6322 2022 or 6322 2022 if calling from overseas.
 

Q: Can I amend the start date on my travel policy?

A: 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.

Q: Can I amend the end date on my travel policy?

A: Unfortunately, it is not possible to amend the end date. If you need to extend the policy end date, you may do so by buying a new policy on or before your current policy expiry date to cover the additional period needed.

Q: Can I renew my policy online?

A: Yes. Online renewal is a simple process. We will remind you ahead of time and guide you through each step.

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

A: You need to inform us of any changes that could impact your cover. For example, you should immediately inform us of any claim, change of names or change of address.

Q: How do I access my policy online to view or make changes? A: If you want to access your policy online, simply go to "Manage my Policy" and enter your Aviva Login ID and password. From here you can choose to view, edit, and claim or cancel your policies.

If you would like to cancel your policy, please contact our Customer Services Department at personal_insurance@aviva.com.sg for assistance.

Q: How do I make a claim? A: To make a claim please call 6322 2022 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 claims enquiries, please contact us at 6827 9966 during operating hours between 8.45am and 5.30pm, Mondays to Fridays (excluding Public Holidays). For Overseas Emergency Assistance, please call 6322 2022.

A: 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 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, you inform us in writing that you wish to cancel the policy, we will refund you the premium paid less the premium payable for the period for which you have been covered. This will be calculated on a short period basis for the period you have received cover. Please refer to the table below for the short period rates for an annual policy.

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.

Q: How do you calculate the cancellation refund? A: Your cancellation refund will usually be based on short-period rates. 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. Please refer to the following table for illustration. Based on annual premium of $1200
Period of Insurance

Refund of Premium

Short-period refund ($)

Free look period

100%

1200

up to 15 days

90%

1080

up to 1 month

80%

960

up to 2 months

70%

840

up to 3 months

60%

720

up to 4 months

50%

600

up to 5 months

40%

480

up to 6 months

30%

360

up to 7 months

25%

300

up to 8 months

20%

240

up to 9 months

15%

180

up to 10 month

10%

120

up to 11 months

5%

60

up to 12 months

0%

0

Q: How do I submit feedback? Q: What do I do if I want to make a complaint? A: 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 : 6327 8878

Fax : 6327 8488

Email : info@fidrec.com.sg

Website : www.fidrec.com.sg

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

Q: What is Policy Owners' Protection Scheme (PPF)? A: The Policy Owners' Protection Scheme protects policy owners in the event a life or general insurer which is a PPF Scheme member fails.

The PPF Scheme provides 100% coverage for the types of general insurance policies covered under the Scheme. No caps are applicable for protection of your general insurance policies.

A: No. Coverage is automatic. Levies will be paid by the insurers.

A: All compulsory insurance policies under the Motor Vehicles (Third Party Risks and Compensation) Act and Work Injury Compensation Act and Singapore policies of specified lines issued by registered general insurers which are PPF Scheme members are covered. A Singapore policy insures risks arising in Singapore or where the insured is a Singapore resident or has a permanent establishment in Singapore. The specified lines covered are: - Personal motor insurance policies - Personal travel insurance policies - Personal property (contents) insurance policies

A: You can continue to file your claim with your general insurer, who will process your claim accordingly. Once the terms of payment under the claim are finalized, SDIC will pay the finalized claim amount by cheque. If your insurer is going to be wound up. The PPF Scheme will also provide coverage for your policy for a period of 30 days after the winding up order is made against the failed insurer. You should then seek alternative coverage from another insurer within these 30 days.

A: If your general insurer is going to be wound up, the PPF Scheme will provide coverage for your policy far a period of 30 days after the winding up order is made against the failed insurer. You should than seek alternative coverage from another insurer within these 30 days.

Q: What is my compensation entitlement? A: In the event a general insurer which is a PPF Scheme member fails and you have claim to make under an insured policy, you are entitled to the following compensation: 1. For a compulsory Insurance policy under the Motor Vehicles (third Party Risk and Compensation) Act and Work Injury Compensation Act, the full amount of any liability of the failed PPF Scheme member as provided for under the relevant legislation is payable. 2. For a Singapore policy of specified lines, the full amount of any liability of the failed PPF Scheme member to the insured policy owner under the terms of the insured policy is payable.

Policy owners will be compensated for claims incurred, up to 30 days after the winding up order is made against the failed insurer. No caps are applicable to general insurance policies.


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