Travel Partner insurance Claims Process

Follow these simple steps to expedite filing of a Travel Partner insurance claim

Travel Partner Claims Process

  • Notify Us

    1
  • Make police report

    2
  • Contact Travel Assistance for:

    3
  • Notify airline

    4
  • Submit form

    5


  • Notify the loss or damage to TMIM within 30 days by telephone or in writing, quoting your Certificate Number and details such as date of loss, nature of loss or section of the policy you are claiming.
  • Report the loss or damage incident to the police within 24 hours if involving theft of personal luggage/personal money/travel documents/personal effect and/or accident.
  • - 24-hour worldwide assistance - Medical assistance - Travel assistance Tokio Marine Travel Assistance : 603-7628 3877. If the number is unavailable, please call the alternative back-up number at 603-7841 5770.
  • Report to carrier if your luggage is late or lost.
  • Return the duly completed Claim Form together with the documents requested.

Travel Claim Documents Checklist

Please note that the documents listed below are by no means the only and the final documents required. Additional supporting documents may be requested when required.

A. Basic Documents required:

  1. Fully completed Travel Claim form (incomplete form may cause delay in processing)
  2. Original Insurance Certificate & Proposal Form
  3. Original used air ticket/E-ticket & boarding passes
  4. Flight Booking Itinerary

B. Other Supporting Documents

Accidental Death 

  1. Detailed Post Mortem Report
  2. Death Certificate
  3. Burial/Cremation Permit
  4. Police Report
  5. Copy of Nominee’s/Claimant’s Identity Card
  6. Proof of relationship
  7. Letter of Administration/Distribution Order/Grant of Probate, if no Nomination or if the Named Nominee is under 18 years of age.

Total & Permanent Disablement 

  1. Specialist Report confirming the Total and Permanent Loss of sight; or Total and Permanent Loss of Use of Limb(s)
  2. Clear Photographs showing the affected amputated limb(s), where applicable

Child Education Fund 

  1. Child's Birth Certificate
  2. Copy of Child's IC, if applicable

Burial/Cremation &/or Repatriation Expenses 

  1. Death Certificate
  2. Burial/Cremation Permit
  3. Airway Bills
  4. Bills & Payment Receipts for burial/cremation expenses
  5. Bills & Payment Receipts for cost of conveyance of ashes/body remain back to home

Medical Expenses 

  1. Original Medical Bills/Invoices
  2. Original Payment Receipt issued by the clinic/hospital
  3. Original Medical Report issued by the attending Physician
  4. Original Medical Report/Diagnosis note from the attending doctor in Malaysia for follow-up treatment, if applicable

Luggage Delay 

  1. Property Irregularity Report
  2. Letter from airline confirming the delay duration (in number of hours)

Loss of Luggage & Personal Effects 

  1. Property Irregularity Report / Original Police Report for theft incident
  2. Letter from airline confirming the loss and their offer of compensation
  3. Original purchase receipt of the luggage & the loss items claimed
  4. Full description of the loss items claimed with cost, year and place of purchase

Luggage Damage 

  1. Property Irregularity Report / Original Police Report for theft incident
  2. Letter from airline confirming the damage and their offer of compensation
  3. Photographs depicting the damage
  4. Original quotation or receipt for the repair (if beyond repair, confirmation from the repairer must be obtained)
  5. Original purchase receipt of the damaged luggage, if unavailable, to clearly state the brand, model, purchased price paid, when & where purchased.

*Delay in Departure/Arrival 

  1.  Letter from Airlines confirming the delay duration (in number of hours),reason for the delay, actual departure and arrival time.
  2. Boarding Passes

*Missed Departure 

  1. Copy of Police Report/Documents to support the reasons for the Missed Departure
  2. Original receipts for additional hotel accommodation and travel expenses incurred

*Flight Misconnection 

  1. Letter from Airlines confirming the actual time of arrival at the airport of the transit point and actual departure time of the connecting flight
  2. Original receipts for hotel accommodation, restaurant meals or refreshment.

*Overbooked Flight 

  1. Letter from Airlines confirming the overbooked flight details & confirmation of the date and time when the alternative transportation is available.
  2. Original receipts for hotel accommodation, restaurant meals or refreshment.

Trip Cancellation & Trip Curtailment

  1. Original invoice and payment receipts confirming the full amount paid, if online payment by credit card, enclose a copy of the credit card statement
  2. Tour Fare breakdown charges
  3. Letter from relevant parties confirming the refund amount or reason for no refund
  4. Medical Certificate from treating physician advising you to return home due to your injury or illness
  5. Medical Report
  6. Proof of relationship, e.g. birth /marriage certificate.
  7. Death Certificate (if applicable)

Loss of Travel Document 

  1. Original receipts for additional hotel accommodation, land transportation cost & communication expenses
  2. Original police report & official translated copy of the report, if report is not in English
  3. Insured’s account on the exact description of the incident

Loss of Money 

  1. Original Police report obtained at the place of loss
  2. Official translated police report, if report is not in English.
  3. Insured's account on the exact description of the incident

Additional Cost of Rental Car Return 

  1. Original Car Rental Agreement
  2. Original Invoice and Receipt for payment of the car rental.
  3. Original Invoice and Receipt for the additional payment for the late return of the car
  4. Confirmation letter or receipt confirming the actual date returned of the car
  5. Copy of driving license valid at the time and country of accident
  6. Proof of hospitalization at the time when the car was due to be returned

Home Care Benefit 

  1. Police Report
  2. Original Receipts for all items claimed. If not available, provide detailed description of the items and the date and place of purchase as well as the price of purchase.

Hijacking Inconvenience 

  1. Written confirmation from the Carrier concerned confirming the incident & duration

Personal Liability 

  1. Forward to TMIM immediately of any lawsuit or demand from the third party claimant
  2. Do not admit liability or negotiate settlement without prior consent from TMIM

Loss of Travel Deposits/Travel Package Payment due to total cessation business/abscondment or insolvency of Travel Agent: 

  1. Original Invoice and Receipts for all payments made
  2. Police Report
  3. Travel Itinerary
  4. Confirmation from Jabatan Insolvensi Malaysia on the insolvent status of Travel Agent

*Only one claim either under Delay in Departure or Delay in Arrival or Missed Departure or Flight Misconnection or Overbooked Flight.

  • General Line

    General Line

    Call 03-2783 8383

  • Travel Assist Service </br> (Travel Partner Assistance & Medical Assistance)

    Travel Assist Service
    (Travel Partner Assistance & Medical Assistance)

    Call 03-7628 3877

  • Travel Assist Service </br> (Travel Partner Assistance & Medical Assistance)

    Travel Assist Service
    (Travel Partner Assistance & Medical Assistance)

    Call 03-7841 5770