MYAirline Travel Insurance

What is MYAirline Travel Insurance?

MYAirline Travel Insurance is a travel product exclusively offered to our passenger(s) and it is underwritten by Zurich General Insurance Malaysia Berhad.

This product covers you while you are travelling in Malaysia and it provides compensation in the event of injuries, disability or death caused by accident, medical expenses incurred as a result of accident, and travel inconvenience (for example: flight delay, travel cancellation, etc) during your journey. This product also provides compensation in the event you are infected with Covid-19.

 

Where can I obtain the full terms and conditions of MYAirline Travel Insurance?

You can refer to the Product Disclosure Sheet & Policy Wordings, which are published here. 

 

Is this travel insurance available for both One-Way and Return Trip? 

Yes, the insurance is made available for both One-Way and Return trip, depending on your flight ticket purchased. However, some benefits are not applicable for One-Way Trip. Please refer to the full terms and conditions above.

 

Who can purchase this travel insurance?

This product is eligible for passenger(s) aged eight (8) days old and above.

 

When does my MYAirline Travel Insurance coverage begin?

Your coverage shall commence at the time you arrive at the airport premises for the purpose of commencing your Journey.

 

When does my MYAirline Travel Insurance coverage end?

If you are travelling one way, your coverage will end automatically when you arrive at your destination's airport.

For example: You have purchased a one-way ticket from Kuala Lumpur (KUL) to Langkawi (LGK). Your coverage will end upon your arrival at your destination airport (LGK).

For return trip travel, your coverage will automatically end upon arrival at your destination's airport of your return trip. Your coverage shall not exceed sixty (60) consecutive days.

For example: You have purchased a return ticket from Kuala Lumpur (KUL) to Langkawi (LGK). Your coverage will end upon your arrival at your destination airport of your return journey (KUL). 

 

Does this product cover extreme sports activities?

No, sports activities such as bungee jump, hot air balloon, scuba diving, winter sports, mountaineering or any activity above three thousand (3,000) meters height are excluded from this policy.

 

Who do I contact if I need further clarification on MYAirline Travel Insurance? 

If you have enquiries regarding MYAirline Travel Insurance, you can chat directly with Zurich; Zack.

How do I purchase MYAirline Travel Insurance (Domestic)?

You can purchase “MYAirline Travel Insurance ” on MYAirline website while booking your flight or reach out to our Live Chat up to four(4) hours prior to departure.

 

Is this product subject to Sales and Services Tax (SST) [6%]?

Yes, this product is subject to 6% Sales and Services Tax (SST) [6%].

 

If I am travelling in a group, can I purchase an individual insurance plan for myself only or for my other individual travelling companion?

Yes, you can. Even if you are travelling in a group, you can purchase an individual plan or you can also purchase together with the group via website.

Only one (1) Certificate of Insurance will be issued and it will contain your and/or your other travelling companion's details who have purchased the travel insurance.

 

When can I receive my Certificate of Insurance?

Once you have purchased the insurance and completed your flight booking, your Certificate of Insurance will be sent to the email address provided during flight booking within one (1) working day. If you are still having difficulties in receiving your Certificate of Insurance, please email us at callcentre@zurich.com.my.

It is advisable that you download your Certificate of Insurance for reference.

 

Can I purchase MYAirline Travel Insurance (Domestic) on the same day as my flight departure date?

Yes, you can still purchase travel insurance on the same day of your flight departure date if you have not departed for the journey. However, we encourage you to purchase at least fourteen (14) days before your travel date to enjoy the travel cancellation benefit.

Can I cancel my Certificate of Insurance (COI) of MYAirline Travel Insurance ?

Once you have completed your insurance purchase, it is non-cancellable and premium paid is non-refundable.

 

Can I amend my Certificate of Insurance (COI) in the event I change my flight?

Once you have completed your insurance purchase, there’s no amendment / extension allowed. 

You may need to purchase a new Certificate of Insurance according to the new flight itinerary.

 

What happens to my coverage if MYAirline reschedules my flight date?

If we reschedule your flight and it’s the same travel duration, your coverage will be carried forward to the new flight itinerary.

 

Can I make a nomination of beneficiaries?

Yes, you are encouraged to make a nomination to your Certificate of Insurance. You can complete the nomination form and email to callcentre@zurich.com.my.

 

My name is spelled wrongly on the Certificate of Insurance (COI). Do I need to amend?

No worries, please ensure the name is amended on your travel itinerary and in the event of claims, Zurich will verify your details based on your travel document. 

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.

 

Am I covered with COVID-19 benefits during my trip?

Yes, you will be covered under Section 4 – Covid-19 Benefits.

 

What is this Section 4 – Covid-19 benefits about?

This section provides coverage for Covid-19 related incidents, i.e. travel cancellation/alteration, medical expenses, hospital allowance and death due to Covid-19.

 

If I have not had any Covid-19 vaccination(s), will I be covered?

No, you will not be covered if you have not had the approved Covid-19 vaccination(s), except if you are unable to receive the vaccine due to medical conditions, and/or child who is below eighteen (18) years old in Malaysia.

 

What are approved Covid-19 vaccines?

Approved Covid-19 vaccines are the vaccines that have been approved by National Pharmaceutical Regulatory Agency (NPRA) or local health authorities, and prescribed by a Physician and administered in any Hospital.

For the avoidance of doubt, vaccinations performed at offsite locations but with the prescription of a Physician, are also accepted.

 

What is the cut-off time for me to purchase MYAirline Travel Insurance prior to my journey? 

To be eligible for Travel Cancellation due to Covid-19 benefit, you must purchase the insurance at least seven (7) days prior to the commencement of your journey.

To be eligible for Travel Cancellation benefit not due to Covid-19, you must purchase the insurance at least fourteen (14) days prior to the commencement of your journey.

 

What happens if I travel to Sabah and is unable to return to Peninsular Malaysia due to Covid-19 and require self-quarantine? 

Zurich do not cover any cost related to quarantine.