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Travel Insurance FAQs

Home   >   Help & Support   >   Frequently Asked Questions   >   Travel Insurance FAQs

Travel Insurance FAQs

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Which Company offers the Travel Insurance for the Malaysia market?

This Travel Insurance is underwritten by Chubb Insurance Malaysia Berhad (“Chubb”) who is licensed under the Financial Services Act 2013 and regulated by Bank Negara Malaysia. Royal Brunei Airlines is the master policy holder for this policy and an intermediary of Chubb.

In which way is Travel Insurance provided?

Travel Insurance is specifically designed and made available for Royal Brunei Airline’s customers, which can be purchased during your flight booking at www.flyroyalbrunei.com.

Who can purchase travel insurance?

You must be at least 18 years old to purchase Travel Insurance and the policy must be purchased before the commencement of your journey. A child must be at least thirty (30) days old at the time this insurance is applied for him/her.

How is the premium for Travel Insurance calculated?

Please refer to the Product Disclosure Sheet to understand the premium rates and applicable fee, charges and tax imposed by the government.

What benefits are provided to me when I buy the Travel Insurance?

The Travel Insurance includes cover for Accidental Death and Permanent Disablement, Medical Expenses, Travel Cancellation, Travel Delay etc. Please refer to the Policy Wording for the full list of benefits.

Is there an age limit for Travel Insurance?

Travel Insurance covers travellers of minimum 30 days old. There is no maximum age limit.

If I purchase my ticket through a travel agent, will I be able to purchase Travel Insurance for my trip?

Yes, you may add on insurance and purchase Travel Insurance via Manage Booking.

Can I buy Travel Insurance if I’m travelling for more than 180 days?

Yes, you may purchase but Travel Insurance will only cover the first 183 consecutive days of any journey.

Can I buy Travel Insurance if I'm using Flight Award Redemption ticket?

Unfortunately, travel insurance cannot be purchased using Flight Award Redemption ticket.

My flight has changed, what do I need to do to change my insurance policy?

Please contact Chubb to change the corresponding insurance policy by:
Emailing to: [email protected]
By phone: +60320583000
Operating Hours: 9:00am – 5:00pm (Mondays to Fridays, excluding Malaysia public holidays)

When does my travel insurance coverage starts?

One Way Journey
Your travel coverage starts either on the date specified on the Certificate of Insurance or when you travel to the place to commence your journey, whichever is later (Commencement of One Way Journey).
Return Journey
Your travel coverage starts on the later of either:
i) the date specified on the Certificate of Insurance; or
ii) 24 hours prior to your scheduled departure time if you are on a direct transit to the place to commence your journey from your home;
(Commencement of Return Journey).
Coverage for the Travel Cancellation benefit starts upon the issuance of the Certificate of Insurance. Please refer to Section 11, Part 7 of the policy on the different time periods applicable to travel cancellation coverage based on occurring of specific causes.
Coverage for the Travel Cancellation due to COVID-19 benefit starts either upon the issuance of the Certificate of Insurance or within 15 days prior to the scheduled departure date, whichever is later.
Please read the Policy Wording carefully for the complete details of the terms, conditions and exclusions of the insurance cover.

When does my travel insurance policy expire?

For One-Way Journey, coverage will terminate either upon the expiry of the Period of Insurance or at your arrival at the destination airport, whichever earlier.
For Return Journey, coverage will terminate either upon the expiry of the Period of Insurance or 24 hours after you clearing immigration upon arrival in Malaysia if you are on direct transit back home in Malaysia, whichever earlier.
Coverage for Travel Cancellation benefits will expire:
i) for Cancellation Expenses, on Commencement of One-Way/ Return Journey from Malaysia.
ii) for Postponement Expenses, upon postponement of your planned overseas journey.
iii) for Travel Cancellation due to COVID-19, on the Commencement of One-Way/ Return Journey.
Please read the Policy Wording carefully for the complete details of the terms, conditions and exclusions of the insurance cover.

Does Travel Insurance cover extreme sports and similar activities?

Travel Insurance will not cover sporting activities that presents a high level of inherent danger. For example, big wave surfing, private white water rafting grade 4 and above, canoeing down rapids, cliff jumping, horse jumping, ultra-marathons, biathlons, triathlons, and stunt riding.
It covers usual tourist activities that are accessible to the general public which are provided by a recognised local tour operator, and performed under the guidance and supervision of qualified guides and/ or instructors.
Subject to policy terms & conditions.

If I need to cancel my trip due to closure of border, as announced by the overseas government, can I make a claim?

No, any expenses incurred in relation to cancellation of your trip due to any government regulation, act or prohibition is not claimable.

What should I do if I do not receive the policy confirmation email?

Please contact Chubb to change the corresponding insurance policy by:
Emailing to: [email protected]
By phone: +60320583000
Operating Hours: 9:00am – 5:00pm (Mondays to Fridays, excluding Malaysia public holidays)

I have purchased the travel insurance. Can I request to cancel the insurance and get a refund of the premium?

You may cancel your Travel Insurance at any time by giving notice to Chubb. In the event of such cancellation, Chubb will provide refund of premium provided the Period of Insurance stated on the Certificate of Insurance has not commenced and no claim has arisen.

What should I do if I get into an accident abroad and need immediate assistance?

For overseas emergency assistance, please call the Chubb Assistance 24-hour hotline +60376283703.

If I receive medical treatment due to an illness or injury during my trip, can I claim for medical expenses or hospital stay benefit?

Yes, Travel Insurance will reimburse you for the medical expenses incurred overseas and pay daily benefit for each day you are confined in the hospital. Subject to policy terms & conditions.

Can I make a claim for baggage delay?

You may make a baggage delay claim if your checked-in baggage is delayed by a Common Carrier operator for every full 6 consecutive hours from your arrival time, subject to the limit specified in the Benefit Schedule.
Subject to policy terms & conditions.

How do I make a claim?

You may submit the claim via Chubb Claim Portal within 30 days of the date of loss.
You can also can email to [email protected] for claim enquiries.

What is the travel prohibition imposed by the Government of Malaysia?

Please note that travel prohibition to Israel is imposed by the Government of Malaysia on all Malaysia citizens. As a Malaysia citizen, if you choose “Israel” as your travel destination in our system, you must obtain all the necessary approvals/permits from the Malaysia authorities before purchasing the insurance. Your claim(s) under the insurance policy (if any) may still be subject to the applicable sanction restrictions and the Sanctions Exclusion clause applicable to the insurance policy. If you fail to obtain the necessary approvals/permits, your claim(s) may be fully or partially rejected and/or be subject to the applicable sanctions restrictions and our rights are reserved.

How do I get in touch with Chubb for further enquiries?

For further inquiries about Travel Insurance, please contact Chubb at:
By phone: +60320583000
Toll-Free : 1 800 88 2846
E-mail: [email protected]