Product Descriptions   |   Policy Wordings   |   FAQs   |   Customer Service   |   Claims Procedures

  FAQs

 MALAYSIA

1. Who provides my AirAsia GoInsure Travel Protection insurance cover?

AirAsia GoInsure Travel Protection is especially designed by AirAsia through Multi-Purpose Insurans Bhd (MPIB) with your needs in mind.

This program is only exclusively available via airasia.com for flights originating from Malaysia.

2. What is my insurance coverage under the AirAsia GoInsure Travel Protection program?

Your coverage shall include the following if you are an AirAsia or AirAsia X Guest traveling under the AirAsia GoInsure Travel Protection: Flight cancellation / curtailed / delay, loss of baggage / personal effects / money, personal accident, personal liability, accidental medical reimbursement and evacuation expenses.

3. How do I purchase AirAsia GoInsure Travel Protection?

You can only purchase AirAsia GoInsure Travel Protection while you are booking your flights on airasia.com.

4. Can I purchase AirAsia GoInsure Travel Protection if I am not a resident of Malaysia?

You can purchase AirAsia GoInsure Travel Protection even if you are not a Malaysian and/or do not live in Malaysia as long as you are an AirAsia or AirAsia X Guest flying out of Malaysia.

5. Does AirAsia GoInsure Travel Protection enforce an age limit?

Yes, the Guest must be at least 9 days old and not exceed 75 years of age to qualify for AirAsia GoInsure Travel Protection.

Infants between 9 days to 24 months old traveling with an Insured Adult are covered for free!  A name is not required as long as it is acknowledged that an infant is on board with the Insured Adult. The Infant's benefit is 10% of the Personal Accident Limit.

6. Can I purchase AirAsia GoInsure Travel Protection if I am traveling for more than 30 days?

All Return Plans for AirAsia GoInsure Travel Protection are valid up to 31 days from the Departure Date.

7. Am I still covered by AirAsia GoInsure Travel Protection if I catch a   connecting flight to a different destination?

Under AirAsia GoInsure Travel Protection, air travel coverage is only limited to AirAsia and AirAsia X flights. For the Return Cover Plans, the coverage for the period commencing upon arrival until departure only applies within the original country of destination on an AirAsia or AirAsia X flight.

PROCEDURE

8. What shall I do if I encounter an accident abroad?

Please call AirAsia GoInsure Travel Protection's 24-hour Emergency Medical Service number: +603-7628-3630 or +603-7841-5770. This call is free and reverse charged.

It is important that you call this number for more details before you take any action. As for outpatient treatment, please retain all original receipts and claim them upon your return to Malaysia.

9. Can I cancel my AirAsia GoInsure Travel protection?

You may not cancel your AirAsia GoInsure Travel Protection.

10. Is AirAsia GoInsure Travel Protection premium refundable?

AirAsia GoInsure Travel Protection is non-refundable.

11. Can I amend my AirAsia GoInsure Travel Protection?

The AirAsia GoInsure Travel Protection One-Way Cover for all destinations and Return Cover for Domestic and Regional destinations cannot be changed once your Certificate of Insurance is issued even if you are postponing or extending your trip.

Return Cover International Plans can be amended as part of your AirAsia X itinerary. Please notify Multi-Purpose Insurans Bhd (MPIB) of your itinerary change by e-mailing us with your AirAsia Itinerary number, name, original travel dates/duration and amended travel dates/duration.

Please note that:
  • Shortened trips - Refunds will not be provided.
  • Extended trips - Coverage will only be extended up to either 10 or 30 days depending on the original duration of your trip.
  • An updated Certificate of Insurance is not required.

12. What happens to my AirAsia GoInsure Return Travel Protection if AirAsia reschedules my Return Flight to a later date?

Your AirAsia GoInsure Return Travel Protection is automatically extended to cover you up to a maximum of 3 days if your Return Flight is rescheduled by AirAsia to a later date.

13. Am I required to carry any additional documents to proof my purchase when I am traveling?

No, your purchase confirmation is printed at the bottom of your AirAsia Itinerary.

14. Where can I obtain the full terms and conditions of my AirAsia GoInsure Travel Protection?

The Full Terms and Conditions of your AirAsia GoInsure Travel Protection can be found in our Policy Wordings and Product Descriptions section respectively.

COVERAGE

15. What kind of benefits do I get with AirAsia GoInsure Travel Protection?

Please visit the section in our Product Descriptions and Policy Wordings for more detailed information about the benefits available under the AirAsia GoInsure Travel Protection program.

The following is a summary of the benefits:
  • Personal Accident
    Provides you and your loved ones monetary compensation if you are involved in an accident with fatal or serious injuries.
  • Baggage and Personal Effects
    Reimburses you up to RM1,500.00 under the Domestic and Regional Plans or RM5,000.00 for International Plans if your luggage is lost or damaged.
  • Flight Cancellation or Interruption
    Pays up to the total costs of your AirAsia flight for Domestic and Regional Plans or up to RM5,000.00 for International Plans if you are required to cancel or shorten your trip due to sickness, injury or loss of an immediate family member.

  • Accidental Medical Reimbursement
    Available only under the Return Cover for Domestic or Regional Destinations, you will be reimbursed on your medical bills up to RM20,000.00 if you are involved in an accident during your trip and require medical attention.

  • Evacuation and Repatriation
    Expenses Available only under the Return Cover Plans if you are involved in an accident while traveling and are required to be brought home to your loved ones.

  • Flight Delay
    Compensates you for the time lost up to RM 500.00 if your flight is delayed

  • 24-hour Emergency Medical Assistance
    Provides you a 24-hour Emergency Assistance Line.
  • Additional Benefits for International Plans
    Available only under the Return Cover Plans, you will be reimbursed for Sickness and Accidental Medical bills up to RM175,000.00 if you are sick or involved in an accident and require medical attention.
  • Compassionate Visit
    Available only under the Return Cover Plans, reimbursement of up to RM5,000.00 for your relatives or friends to visit you if you are hospitalized overseas.
  • AirAsia Missed Flight Connection
    Compensates you financially for the time lost if you missed your AirAsia or AirAsia X connecting flight as stated in the policy coverage.
  • Loss of Personal Money & Travel Documents
    Covers you up to RM1,000.00 if you lose your passport, visa, personal money or other travel documents.
  • Trip Curtailment
    Available only under Return Cover Plans, you will be reimbursed if you require to curtail your trip to return directly to Malaysia due to:
    • Hospitalization as a result of a serious accidental bodily injury
    • Emergency Medical Evacuation
    • Death of Insured Person's immediate Family Member
    • Hospitalisation of Insured Person's immediate Family Member which requires the presence of the Insured Person
  • Personal Liability
    Available only under AirAsia Return International Plans, you will be covered for Personal Liability at law for any damages, costs and expenses up to the maximum limit as specified in the Personal Liability's Summary of Benefit in respect of:
    • Accidental Bodily Injury to Persons
      Accidental Damage to Property

Note: All benefits are subject to the terms and conditions of the AirAsia GoInsure Travel Protection insurance policy.

16. When does my AirAsia GoInsure Travel Protection coverage begin?

The Return Plans commence when you check-in for your AirAsia Departure Flight and terminate when you have reached the flight terminal on your AirAsia Return Flight.

The One-Way Plans commence when you check-in for your AirAsia Departure Flight and terminate when you have arrived at the flight terminal of your AirAsia destination.

17. How can I claim my outpatient accidental medical expenses under the AirAsia GoInsure Travel Protection program?

You will be reimbursed for your medical expenses incurred as a result of a covered event as stated in the policy's Full Terms and Conditions.

18. Can I continue with my medical treatment for injuries sustained overseas when I return home?

Yes, you can continue your treatment as long as the initial treatment is received during the trip and all expenses are incurred within 30 days after the expiry of your AirAsia GoInsure Travel Protection. The maximum sum payable is equivalent to 10% of the Accidental Medical Reimbursement limit.

19. If I need treatment for an illness during my trip, can I claim for medical, hospital or any other related expenses?

Yes, you can claim for your sickness-related medical expenses under our Return International Plans when you are traveling internationally on AirAsia X. Regional and Domestic Plans only cover you for accident-related medical expenses.

20. Does AirAsia GoInsure Travel Protection cover Sports and other similar activities?

No, AirAsia GoInsure Travel Protection does not cover sports and other similar activities. Please refer to the
Full Terms and Conditions for more details.

21. Can I cancel my flight for any reason and get a refund through my Trip Cancellation Benefit?

The Trip Cancellation Benefit is only applicable for the reasons stated in the policy's Full Terms and Conditions. The reasons include unforeseen emergencies such as illness, injury or death involving you, your travel companion and/or an immediate family member. Pre-existing Conditions are not covered.

22. Can I still buy AirAsia GoInsure Travel Protection if I have a Pre-existing Condition?

Yes, however, AirAsia GoInsure Travel Protection has exclusions on Pre-existing Conditions as stated in the policy's Full Terms and Conditions.

"Pre-existing Condition" refers to injury, sickness, disease, illness or other medical conditions that required medical treatments before you purchase AirAsia GoInsure Travel Protection.

23. Does my Baggage & Personal Effects Benefit cover theft?

Yes, AirAsia GoInsure Travel Protection covers theft and damage due to attempted theft as long as it occurs during your scheduled flight with AirAsia or AirAsia X.

24. How can I differentiate the AirAsia GoInsure Travel Protection plan that I have purchased?

Your AirAsia GoInsure Travel Protection plan is based on your paid premium.

Example:
Plan Type Rate per Guest
GoInsure One-Way Cover Domestic RM 6.00
GoInsure One-Way Cover Regional RM 8.00
GoInsure One-Way Cover International RM 15.00
GoInsure Return Cover Domestic RM 15.00
GoInsure Return Cover Regional RM 18.00
GoInsure Return Cover International (1-10 Days) RM 29.00
GoInsure Return Cover International (11-30 Days) RM 49.00

25. How do I derive the cost per person for AirAsia GoInsure Travel Protection if my purchase of the Travel Protection is for more than one person under the same Travel Itinerary?

You may calculate the cost per person as follows:
         (Total Premium) * divided by (Number of Persons) **
         *     Please refer to your Travel Itinerary
         **   Subject to Age Limit Condition i.e must be at least 9 days old and not exceeding 75 years of age.


CLAIMS

26. How do I file a claim?

  • Flights booked on or after 17 February 2009 
    Your AirAsia GoInsure Travel Protection will be underwritten by Multi-Purpose Insurans Bhd (MPIB). Please download the Claim Form here and upon completion, please fax and mail the completed form and claim supporting documents to the fax number and address stated in the Claim Form.

  • Flights booked on or before 16 February 2009
    Please direct your claim to AIG General Insurance (Malaysia) Berhad (AIG) at the address stated on the Certificate of Insurance or contact them at Toll Free Number +1 800 8888 11.

27. How long does it take before my claims are processed?

Your claims will be processed within 7 days after you have submitted all the required documents.

28. What is the time limit for me to file a claim?

All claims must be submitted to Multi-Purpose Insurans Bhd within 30 days after the occurrence of the event together with the supporting documents.

29. What shall I do if I disagree with a claim decision made?

AirAsia GoInsure Travel Protection will advise you in writing of your rights to appeal the claim decision and the procedures for filing an appeal with Multi- Purpose Insurans Bhd (MPIB).

OTHERS

30. Who is responsible for my AirAsia GoInsure Travel Protection if I have purchased it before 17th February, 2009?

Multi-Purpose Insurans Bhd (MPIB) will be pleased to be of service to you if your AirAsia GoInsure Travel Protection commences on or after 17th February, 2009. Otherwise, please contact AIG General Insurance (Malaysia) Berhad (AIG) at Toll Free Number +1 800 8888 11.

31. How does the switching of AirAsia GoInsure Travel Protection from AIG to Multi-Purpose Insurans Bhd (MPIB) affect me?

You will not be affected at all! Your AirAsia GoInsure Travel Protection benefits remain unchanged as stated in your Certificate of Insurance.

You can still go online via airasia.com to purchase any new or additional AirAsia GoInsure Travel Protection which will now be underwritten by Multi-Purpose Insurans Bhd (MPIB).


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