How do I submit my COVID-19 Enhanced Travel Benefits claim and what are the documents required?

You can submit your COVID-19 Enhanced Travel Benefits claim online via your FWD Online service account or our webform.

You must inform us as soon as possible and no later than 30 days of an incident which may result in a claim under this policy.

Our Claims team will review your claim submission and send you an email acknowledgment within the following two working days. For claims on: 

Trip cancellation (pre-trip)  

You can claim Trip Cancellation Benefit  for irrecoverable costs that you had paid in advance, capped at the benefit limit stated in the policy wording if you were prevented from proceeding with your trip originating from Singapore because you were diagnosed with COVID-19 30 or fewer days before your scheduled departure.  

To make a claim for Trip Cancellation Benefit, please provide the following documents: 

• Travel itinerary 
• Tour booking invoice(s) 
• Travel agency or airline confirmation on the cost of non-refundable prepaid travelling expenses 
• Written medical advice or medical certificate from the attending medical practitioner confirming that you were diagnosed with COVID-19.  

Trip disruption (during trip)  

You can claim Trip Disruption Benefit for additional expenses incurred to return to Singapore, capped at the benefit limit stated in the policy wording if you cannot return to Singapore as per original itinerary because you were diagnosed with COVID-19.  

To make a claim for Trip Disruption Benefit, please provide the following documents: 

• Travel itinerary 
• Tour booking invoice(s) 
• Written medical advice or medical certificate from the attending medical practitioner confirming that you were diagnosed with COVID-19 
• Proof from merchants on non-refundable items 

Daily hospital cash (during-trip or post-trip)  

You can claim daily hospital cash, capped at the benefit limit stated in the policy wording if you are confined to a hospital overseas or in Singapore as a result of contracting COVID-19 during your trip overseas and within 14 days after returning to Singapore.  

To make a claim for Overseas Hospital Cash Benefit or Hospital Cash While In Singapore Benefit, please provide the following documents:

• Boarding pass or flight itinerary 
• Medical report 
• Hospital/Inpatient discharge summary 

Medical expenses 

We will pay this benefit, capped at the benefit limit stated in the policy wording if you are diagnosed with and must receive medically necessary treatment for COVID-19 while overseas on a trip or within 14 days of your return to Singapore. 

To make a claim for medical expenses, please provide the following documents: 

• Boarding pass or flight itinerary
• Written medical advice or medical certificate from the attending medical practitioner confirming that you were diagnosed with COVID-19 
• Medical bills

Overseas quarantine allowance (during trip)

You can claim Overseas Quarantine Allowance Benefit, capped at the benefit limit stated in the policy wording if you have to be quarantined in overseas because you were diagnosed with COVID-19.
To make a claim for Overseas Quarantine Allowance Benefit, please provide the following documents:

• Travel itinerary
• Tour booking invoice(s)
• Written medical advice or medical certificate from the attending medical practitioner confirming that you were diagnosed with COVID-19
• Proof of mandatory quarantine order

For more information on your benefits, kindly refer to our COVID-19 Enhanced Travel Benefits insurance.