Frequently Asked Questions
Relating to the Types of Plan and Eligibility
Relating to Medical cover
Relating to Baggage cover
Relating to Sports and Sporting Equipment
Relating to Trip Cancellation
General
Relating to the Types of Plan and Eligibility
Q: I will be visiting a number of countries on my trip. Which plan should I
choose?
A: Choose the plan based on your furthest destination. E.g. if you are
travelling to Hong Kong and the United States of America, you will have to
purchase the "Superior" plan. If you are travelling to Bangkok and Hong Kong,
you will have to purchase the "Standard" plan.
Q: If I am travelling with my friend, do we need to buy separate travel
insurance policies?
A: Yes, you will each have to buy a policy for the "Annual
Plan". However, you and your friend can buy the "Couple" plan for a
"Single Trip".
Q: Will I be able to activate the travel insurance cover the moment I touch
down at my destination?
A: No, you have to activate the travel insurance cover before
your departure from Singapore.
Q: I'm travelling from Singapore to take up residence or employment in
Country X. Can I purchase a travel insurance plan?
A: Yes, you can purchase a one-way plan. However, you will be charged
a premium equivalent to a 4-day trip, and the cover will cease once you arrive
at your new country of residence or employment.
Q: If I'm travelling with both of my parents, do I buy the "Family" cover?
A: No, the "Family" cover only extends to you, your spouse
and/or child/children travelling together. You will have to purchase two
"Individual" plans for your parents.
Q: My family will be travelling with me at the onset but I have to return to
Singapore earlier than them. Can I still enrol under the "Family" Plan?
A. Yes, but the premiums will be based on the last person's return date and
your own coverage will end as soon as you reach your residence in Singapore.
Q: What is the eligibility for coverage?
A: For the "Individual" Plan: The Insured must be a Singapore
Resident, between 18 years and 75 years of age on the effective date of the
insurance cover.
For the "Family" Plan: This constitutes the Insured and/or Spouse and
child/children. The Insured/Spouse must be Singapore Resident(s), between 18
years and 75 years of age on the effective date of insurance. Legal
child/children including stepchild/children and/or legally adopted
child/children who is/are Singapore resident/s, at least 45 days of age and
below 18 years (or 23 years if studying full time in a recognised tertiary
institution) on the effective date of the insurance cover, whilst wholly
dependent on the Insured or Insured's spouse for financial support and not
gainfully employed in any way and must be unmarried.
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Relating to Medical cover
Q: Do I need to undergo a medical examination to apply for One-Call Travel
Insurance?
A: A medical examination is not required, however, do note that any
pre-existing medical conditions are not covered.
Q: What constitutes a "pre-existing condition"?
A: A "pre-existing condition" means any medical condition from which the
Insured suffered, or was or should have been aware that he was suffering from,
within a 12 months period before the effective date of the policy.
Q: Can I pay extra to cover pre-existing conditions?
A: No, ACE does not have this option.
Q: What is meant by "usual overseas medical charges"?
A: "Usual overseas medical charges" means any charge incurred that does not
exceed the usual level of charges for similar treatment, supplies or medical
services in the locality and does not include charges that would not have been
made if no insurance existed.
Q: I am pregnant. Will I be covered for any pregnancy-related matters while
I am overseas?
A. No, the policy does not cover any pregnancy-related issues other
than accidental miscarriage.
Q: If I was ill overseas but only sought medical treatment when I'm back in
Singapore, can I make a claim?
A. Yes, One-Call Travel Insurance covers post-journey medical expenses incurred
within 31 days from the day of your return to Singapore.
Q: Is dental treatment covered?
A: Yes, it is covered if it is resulting from an accident during the period of
cover. However, this does not include costs of dentures.
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Relating to Baggage cover
Q: Can Baggage cover be increased?
A: No, the amount of baggage cover cannot be increased.
Q: Is a video camera (or any other item) on hire for the trip covered?
A: No, ACE does not cover any hired or leased equipment.
Q: Are gifts and articles purchased during the journey covered?
A: Yes, they are but terms and conditions apply. Please refer to
"Section 13, Property Not Covered" in the policy wording.
Q: What happens if the carrier 'temporarily' misplaces the total luggage for
more than 24 hours?
A: This plan will pay the stated benefit amount specified in the
Certificate of Insurance for every eight full consecutive hours of delay, up to
the maximum benefit amount specified.
Q: What happens if I go on a trip and all my luggage is lost on the way
there? Then after it is replaced, it gets lost again on the way home?
A: ACE will pay up to the maximum limit specified under Loss/Damage of
Personal Property & Baggage.
Q: Would a suitcase shipped home early (to save costs on excess baggage) be
covered?
A: No, it would not as unaccompanied baggage is not covered.
Q: If a governmental authority were to confiscate items including but not
limited to wooden carvings and stuffed animals from me, can I make a claim?
A: No, confiscation of items by governmental authorities is not
covered.
Q: What is the limit of cover for any one article?
A: Up to SGD500 for any one item or set or pair of articles.
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Relating to Sports and Sporting Equipment
Q: Is sporting equipment covered?
A: Yes, ACE will cover up to SGD500 per item up to the maximum amount specified
in the policy. However, ACE will not cover loss of any equipment that is hired
or leased, nor for damage sustained due to any process or while actually being
worked upon or resulting therefrom.
Q: I think I'll be participating in some extreme sports on my holiday. How
do I know what sports I'm covered for?
A: There are no exclusions on sports other than when the Insured is engaging
in, practising for or taking part in training in any speed contest or racing
(other than on foot) and any professional competition or sports.
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Relating to Trip Cancellation
Q: Would I be covered if I were booked on a holiday and then could not go
because my employer needs me in Singapore and cancels my leave application?
A: The policy excludes Journey Cancellation claims caused by business
obligations.
Q: What happens if I booked my trip but could not go because I can't get an
entry visa in time?
A: The policy excludes prohibition or regulations by any government, and so any
Journey Cancellation or Journey Curtailment claims related to this cause.
Q: If a natural disaster hits the country I'm just about to visit, can I
cancel my trip and make a claim?
A: As this is not categorised as "Specified Cause", ACE will have to review it
on a case-by-case basis.
Q: What is categorised as "Specified Cause"?
A: "Specified Cause" means
(i) Insured is dying or ill or has sustained bodily injury rendering the Insured
unfit to travel in the opinion of the physician;
(ii) death of the Insured's family member or bodily injury or sickness of such
person necessitating him to be confined to a hospital;
(iii) compulsory quarantine, jury service, subpoena or hijack of the Insured;
(iv) cancellation of scheduled public conveyance services consequent upon
strike, riot or civil commotion;
(v) Insured's residence becoming uninhabitable following fire, storm or flood
occurring such that the Insured's presence is required on the premises on the
scheduled departure date.
Q: If the government issued a warning against travelling to Country X after
I've booked my trip, would I be able to claim for Journey Cancellation?
A: Provided the scheduled flight is cancelled, ACE will have to review it on a
case-by-case basis.
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General
Q: Is there excess applicable?
A: ACE does not impose any excess on the One-Call Travel Insurance policy.
Q. Am I covered on the way to and from the airport in Singapore?
A. Yes, you are covered on the way to and from the airport.
Q. Are acts of terrorism covered?
A. Yes, but One-Call Travel Insurance does not cover acts of terrorism
involving the use of nuclear, chemical or biological agents.
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The above FAQs should be read and construed in light of, and subject to, all
terms, conditions and exclusions contained in the Policy.