Claims related questions

How do I submit a claim?

You must notify all claims to Zurich within twenty-four (24) hours, but not later than thirty (30) days after the date of your injury, loss or damage.

 

Steps to submit your claim:

1. Download and fill up the Travel Claim Form
2. Ensure you have the necessary documents listed in the document checklist (as listed in the Travel Claim Form)
3. Email the completed claim form with the necessary documents to fnol@zurich.com.my 

 

What document do I need to submit for Flight / Baggage Delay claim?

• Completed Travel Claim Form
• Travel Itinerary
• Airline Tickets / Boarding Pass / Electronic Tickets
• For Baggage Delay Claim - Property Irregularity Report along with Baggage Return Delivery Note
• For Flight Delay Claim – Confirmation/notification from us on the reason and duration of delay

 

How can I get the Property Irregularity Report?

Please email to MYM_go_cbto@myairline.my. Do note that for damaged / delayed baggage, you need to immediately approach our Passenger Service Officers for assistance before leaving the airport.

 

How long does it take for my claims to be processed?

Your claims will be processed within five (5) working days after you have submitted all the required documents to Zurich.

 

Who do I contact for an emergency assistance on evacuation and repatriation during my journey?

Please call Zurich 24/7 Emergency Travel Assistance Helpline at +603 7841 5630.

 

What should I do when I need emergency Medical Advice during my journey ?

You can call Zurich 24/7 Emergency Travel Assistance Helpline at +603 7841 5630 for assistance or medical advice over the phone. The Service Provider will also provide referral to doctors and Hospital and assist in making appointment for you when necessary.

Important note: The telephone conversation does not amount to the establishment of a diagnosis and must be considered as advice only.

 

I am not a resident of Malaysia. How do I get my claim reimbursement? 

You may opt to receive your reimbursement via bank draft or telegraphic transfer. Kindly be advised that any cost, charges and/or fees in relation to overseas bank remittance and/or issuance of bank draft in respect of the settlement of your claim shall be borne solely by you.

 

What can I do if I disagree with a claim decision made? 

You can write to callcentre@zurich.com.my and they will advise on the procedures for filing an appeal with Zurich General Insurance Malaysia Berhad.

 

If my checked-in baggage is damaged and MYAirline has compensated me on the damages, can I make a claim on my MYAirline Travel Insurance ?

Zurich do not cover any loss that is payable by MYAirline. However, they will pay the difference between the amount payable from MYAirline and the actual amount you have incurred, subject to the terms and conditions of the policy.

 

During my journey, my travel companion suffered an accidental injury which requires hospitalisation. Due to this, I have incurred additional flight ticket cost to curtail my trip and return home. I have also lost my initial unused flight ticket and hotel stays. Can I claim from Travel Curtailment benefit?

Yes. As it is necessary and unavoidable for you to curtail your trip, you can submit your claim for the additional cost of common carrier to return home and the unused transportation and accommodation expenses that are paid by you for the journey, subject to the terms and conditions of the policy.

 

If multiple individuals are sharing the same baggage which is checked-in with MYAirline, and the baggage is delayed for more than six (6) hours, can all of them make a claim under Baggage Delay? 

If multiple Insured Persons, regardless friends or family members, share the same baggage which is checked-in with us, Zurich will only accept claim from one (1) Insured Person. This applies to delay, lost, stolen or damaged baggage. Reference can be made to policy wording – Special Conditions applicable to Benefit 8 and 9.