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[Digital Product] Travel Insurance/Takaful - Policy/Certificate and Claim
English | Bahasa Malaysia
1. Where do I view my insurance Purchase Confirmation/Certificate of Takaful (COT)?
You’ll be able to view your Purchase Confirmation/Certificate of Takaful (COT) on the Shopee and ShopeePay app by following the steps below:
Shopee App:
Step 1: Launch Shopee app and click the "Me" tab
Step 2: Go to "Financial Services" and tap ‘Insurance’
Step 3: Select “Me” page on the bottom bar
Step 4: Select “My Policies”
Step 5: Select "Travel Insurance" or "Zurich Travel Takaful"
Step 6: Click ‘View Purchase Confirmation’ or "View E-Policy" (COT)
ShopeePay App:
Step 1: Open the ShopeePay app
Step 2: Tap on “Insurance”
Step 3: Select “Travel”
Step 4: Tap "View E-Policy"
2. How do I perform a claim for the Travel Insurance/Takaful?
For Allianz Travel Insurance:
i. Notify Allianz by contacting Allianz Customer Service about any claim within 30 days upon returning home.
ii. Provide Allianz all documents required to support the claim within 90 days from the date of loss/accident.
For Zurich Travel Takaful:
i. Notify Zurich through the web notification portal (only accepted channel) within 14 days of a potentially claimable loss/incident at: https://web.edge.zurich.com.my/login.
ii. Provide Zurich all documents required to support the claim within 14 days from date of loss/incident. This is done during the claim process in the web notification system.
3. How can I claim for Travel Cancellation (if applicable)?
For Allianz Travel Insurance:
You can claim for travel fare and accommodation expense paid if your trip is cancelled in the event stated under policy, Section C(1)(a), however, the insurer will NOT pay for any loss if:
- The Policy is purchased and payment of premium is made less than seven (7) days prior to the Insured Person‘s departure for the Insured Person’s Journey/Trip; or
- The Insured Person purchased the Policy and made the payment of the premium after the commencement or announcement of the Natural Disaster or after the occurrence of any of the other incidents under claimable events;
- The Insured Person purchased the Policy and made the payment of the premium immediately after the Insured Person suffers an Injury or the Insured Person is being diagnosed with an Illness.
Please refer to the policy for full terms and conditions.
For Zurich Travel Takaful:
You can claim for transportation expenses and accommodation expenses paid or legally required to be paid by you for the Journey if your trip is cancelled in the events stated under certificate wording (benefit 3).
Please refer to the full terms and conditions in the Certificate Wording.
4. What are the documents required to support a claim?
For Allianz Travel Insurance:
Scenario | Additional Support Documents Required* |
Personal Accident Medical related claims | 1. Duly completed e-payment form 2. Boarding pass or travel itinerary 3. Medical report or death certificate 4. Original medical bills/receipts 5. Hospital admission/discharge note 6. Screenshot of vaccination status under the MySejahtera application 7. COVID-19 vaccination certificate 8. Copy of medical report or lab report indicating confirmed diagnosis of COVID-19 |
Deposit or Trip Cancellation Trip Curtailment | 1. Duly completed e-payment form 2. Boarding pass or travel itinerary 3. Cancellation invoice and refund due 4. Insured Person or Insured Person’s Family Member’s medical report/death certificate 5. Proof of relationship between the Insured Person and the Insured Person’s family member (e.g. birth certificate, marriage certificate) 6. Original receipts of all amounts claimed 7. Screenshot of vaccination status under the MySejahtera application 8. COVID-19 vaccination certificate 9. Copy of medical report or lab report indicating confirmed diagnosis of COVID-19 |
Travel Delay Luggage Delay | 1. Duly completed e-payment form 2. Boarding pass or travel itinerary 3. Written confirmation from Common Carrier regarding the period of delay (in number of hours), the actual date and time of departure and the reasons for such delay/missed departure/missed connection |
Personal Luggage or Personal Effects | 1. Duly completed e-payment form 2. Boarding pass or travel itinerary 3. Copy of report from relevant authority 4. Property irregularity report from Common Carrier on the delayed delivery of luggage 5. Written confirmation from the Common Carrier on the loss of luggage 6. Original receipts for items claimed |
Natural Disaster at Destination | 1. Duly completed e-payment form 2. Original receipts for travel and accommodation paid 3. Copy of air ticket |
Damage to Sports Equipment | 1. Duly completed e-payment form 2. Boarding pass or travel itinerary 3. Photographs of the damaged equipment 4. Original receipts of items claimed. If not available, provide description on items with the purchase date and price 5. If items sent for repair, original receipts for the cost of repair 6. Police report |
*Note: The list is not exhaustive, and Allianz has the right to request for any additional supporting documents required to support the claim at your expense.
For Zurich Travel Takaful:
Please refer to Zurich’s web notification claim portal to view documents required for claim at: https://web.edge.zurich.com.my/login. You may view the documents required for claim after clicking the link above & logging in, select your Travel Takaful Certificate, fill in the necessary info & type of claim selected.
5. When do I have to notify Allianz or Zurich of a claim?
For Allianz Travel Insurance:
All claims are advised to be submitted within 30 days upon return to your home. You can find the claim under 'Travel Insurance'.
For Zurich Travel Takaful:
All claims need to be submitted within 14 days from the date of loss/incident.
6. Can I submit a laboratory confirmation or medical report from outside of Malaysia for a claim?
Yes, you may do so. Allianz and Zurich reserve the right to request for further medical reports from locally registered medical practitioners (if necessary).
7. What if my claim amount is more than my covered amount?
The Insurer/Takaful operator will pay the claim amount OR the full benefit amount up to the sum covered if the claim satisfies the terms and conditions of the policy/certificate, whichever is lower. In other words, if your claim exceeds the sum covered, you will need to pay the difference, subject to the terms and conditions of the policy/certificate.
8.What is the password for my Certificate of Takaful (COT) file?
Only for Zurich Travel Takaful:
The participant will receive an email containing an attached Certificate of Takaful (COT) file upon clicking “View E-Policy”. The password for the file is the participant’s ID number (National Registration Identity Card without hyphen “-“).
