(FAQ) Frequently Asked Questions about AXA Smart Traveller's Choice Insurance

AXA Smart Traveller’s Choice is an insurance covering for outbound travel from Thailand to overseas. There are 2 types of policy i.e. Single Trip and Annual Trip.

You can choose from 3 different plans (Core Protection) with varying levels of limits: Basic, Advance and Max. You can also choose additional coverage according to your needs, which includes Trip Protection, Property Protection and Extra Protection.

• Single trip: covers maximum 180 days per trip.
• Annual trip: covers unlimited number of trips within a 1-year period, which each trip having a maximum duration of either 90 days or 180 days, depending on the insurance plan you have chosen.

This insurance policy will not cover any loss, injury, damage, or legal liability arising directly or indirectly from travel in, to, or through

1. Afghanistan, Belarus, Crimea (Including Sevastopol), Cuba, Iran, Nepal (Only areas higher than 1,500 m. above sea level), North Korea, Russia, Syria, Venezuela, Myanmar, and Ukrainian Regions of Donetsk, Luhansk, Kherson and Zaporizhzhia.
2. The sanctioned countries declared by the United Nations (UN) or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.

You can review the terms, conditions, coverage and policy exclusions for Smart Traveller’s Choice Insurance on the website https://www.axa.co.th/en/axa-smarttraveller After you have purchased the insurance policy,  AXA’s system will send you the policy schedule, receipt, and full insurance policy wording  to the email address you provided during the purchase process. Please note that the insurance policy you received via email is the only one applicable to cover your trips. Policy wording you obtained from any other sources will not be applicable to your insurance policy.

Remark: Please ensure that you understand insurance coverage clearly before making a decision.

You can buy if you are:

1. Thai nationals or non-Thai nationals who are residents of Thailand including long-term resident (LTR) visa holder (OX-10 years and OA-1 year) or working permit holders or dependent visa holders or student visa holders.
2. Age between 1 – 79 years old on the start date of the trip.

Single trip policy:

To ensure coverage throughout your trip to all destinations, you must specify all the countries, regions, or territories you will be traveling to when you purchase the Smart Traveller’s Choice Insurance. There is a maximum limit of 10 countries per trip.

Annual trip policy:

You can choose to specify your destination as either Asia or Worldwide depending on where you plan to travel for the next year

You do not need to undergo a medical check-up. However, the Smart Traveller’s Choice Insurance will not cover pre-existing conditions. This means any sickness (including complications), symptoms, or disorders that occurred within 12 months before each departure date, which are significant enough to seek diagnosis, care, or treatment from a physician, will not be covered.

You can purchase Smart Traveller’s Choice Insurance up to 180 days in advance of your departure date, and even up to the last minute before your trip starts. You will receive the insurance policy via email within 1 hour after completing the payment process. AXA recommends purchasing the insurance as soon as possible after booking your flight and accommodation. If you need to make changes to the policy, you will receive the revised documents within 3 business days. AXA allows changes or amendments to be made only before or on the policy's effective date.

Without specifying named beneficiaries, statutory legal heirs are automatically designated as beneficiaries.

All travel insurance plans of AXA meet the Schengen Visa requirements.

The travel insurance plan for applying for a Schengen Visa must have the following coverage:

• Sum insured: €30,000 or approximately 1.5 million Baht.
• Must cover medical expenses related to injuries and sicknesses, emergency medical evacuation or repatriation back to Thailand, as well as expenses for repatriation of mortal remains back to Thailand while travelling within the Schengen Area.

You need to specify all the countries you will be traveling to within the Schengen Area including the country of the embassy that you will make the visa application. For example:

1. If you are traveling to only France and applying for a Schengen visa from the French embassy, you can choose France as your destination. Your policy schedule will state the destination as "France and including other Schengen countries."
2. If you are traveling to more than one country, you need to select all the countries you will visit. For instance, if you are traveling to Italy and Spain, you should select both Italy and Spain as your destinations. Your policy schedule will state the destination as "Italy, Spain, and including other Schengen countries."

If your Schengen Visa is not granted by the embassy and you have evidence from the embassy, you can notify AXA before the policy start date, and AXA will refund the full premium to you.

To  geta premium refund, please provide the following documents before the policy start date:

1. A copy of the insurance policy.
2. A copy of the Schengen visa refusal letter from the embassy.
3. A copy of your passport.

Send the documents to axathai@axa.co.th or contact us for further inquiries at 02 118 8111 during business hours, Monday to Friday, 08:30 – 17:00.

Cancellation and refund conditions for insurance policies:

Single trip policy:

• You can cancel the insurance policy by notifying AXA in writing within 7 days from the date you receive the policy from AXA  Also, the notification must reach AXA before the policy start date. A full premium refund will be provided to you.
• You can cancel the insurance policy if your visa is not granted, which have evidence from the embassy. You must notify the company before the policy start date. A full premium refund will be provided to you. For more details, refer to + If my Schengen visa is not granted by the embassy, can the insurance policy be canceled and the premium refunded?

Annual trip policy:

• You can cancel the insurance policy by notifying the company in writing within 7 days from the date you receive the policy from the company. Also, the notification must reach AXA before the policy start date. A full premium refund will be provided to you. If you cancel the policy after the policy start date, you will receive a refund of the premium after deducting the premium for the coverage period already provided, based on the short-term premium rates specified in the insurance policy.

AXA will refund the premium on a pro-rata basis from the date you arrive back to Thailand if you are denied entry due to a visa-on-arrival rejection or a visa-free entry denial

You can email to update your information at axathai@axa.co.th or contact the customer service center at 02 118 8111 from Monday to Friday, between 08:30 and 17:00. Changes to the policy or postponement of the travel start date must be notified to the company before or on the policy start date. You will receive the revised documents within 3 business days. You can postpone the start date of your trip for up to 180 days from the date you purchased the insurance policy.

If your insurance policy is a is a single trip policy, you cannot modify, change, or extend the coverage period after the trip has started.

If your insurance policy is an annual trip policy, you can travel overseas for up to 90 days or 180 days per trip, depending on the insurance plan you have chosen. You cannot extend the coverage period beyond 90 days or 180 days after the trip has started.

You can find more information on automatic extension of coverage period under situations specified in the insuring agreement "Automatic Extension of the Period of Insurance", in the section on + Automatic Extension of the Period of Insurance.

The coverage summary table for Smart Traveller's Choice insurance provides detailed information on comprehensive travel protection, including accident and health coverage, baggage, and emergency assistance, ensuring you can travel with confidence and security wherever you go. You can review the information here. Click here to view.

You will be covered under the insuring agreement “Loss of Life, Dismemberment, Loss of Sight, or Total Permanent Disability due to Accident” starting from the moment you leave your residence or place of business for a direct journey to the place of embarkation in Thailand to start the trip to the overseas destination. This means you will have coverage starting from your departure from Bangkok. If you sustain bodily injury from an accident or die during your travel to Songkhla before continuing to Malaysia, you will be covered, provided that the accident or death occurs within the period of insurance.

The insurance policy provides coverage under the definition of “Fixed Route Transport,” which means airplane, ferry, ocean liner, public train, and public bus which are legally licensed and operating the transport service for a fare and operate along a prescribed route according to a fixed schedule. Therefore, under Smart Traveller’s Choice Insurance, coverage extends to other types of transport as well.

Remark: Except for certain insuring agreements that specifically apply only travel by airplane, such as Missed Connecting Flight.

You will be covered if an accident occurs while traveling by motorcycle during your trip overseas and within the period of insurance. However, if you are riding a motorcycle, it must be done legally, including having a valid international driving permit. Your unlawful acts will not be covered as it is one of the general exclusions of the insurance policy.

If you sustain an injury or suffer from sickness that occurs suddenly and unexpectedly during the trip overseas, and within the period of insurance. If such an accident or sickness cause you to receive medical treatment in hospital, medical center or clinic, whether as an inpatient (IPD) or outpatient (OPD)—follow these guidelines:

1. For Outpatient Treatment (OPD): You will need to pay the medical expenses upfront and then submit a claim to AXA for reimbursement after returning to Thailand.
2. For Inpatient Treatment (IPD): You can contact AXA hotline at02 118 8111 for emergency medical assistance. You do not need to pay upfront if you receive treatment at hospital network of emergency assistance provider assigned by AXA.

The “Sickness” covered are symptoms, disorders, illness, or the onset of disease that occur to the Insured suddenly or acutely and unpredictably, and which arise after the insurance policy is in force. It must be clearly demonstrated that these Sicknesses occurred on their own and independently of any other causes.

The “Injury” covered are bodily injury resulting directly from the accident, separate and independent of all other causes.

This insurance policy does not cover “Pre-existing Condition”, which meansany diseases (including complications), symptoms, or disorders that occur to the Insured within 12 months prior to the start date of each Trip, which are significant enough to seek diagnosis, care, or treatment, or which would reasonably prompt a Physician to provide diagnosis, care, or treatment.

Smart Traveller’s Choice Insurance does not cover any expenses related to dental or gum services, except the necessary dental treatment after an accident to relieve pain or injury. However, this necessary dental treatment shall not include the expenses for dental reconstructive treatment, orthodontics, dental crown, root treatment, scaling or polishing, filling, dental implant or denture, or medical expenses for necessary treatment for natural pronunciation due to dental treatment from an accident.

Smart Traveller’s Choice Insurance covers participation in recreational skiing or snowboarding. However, it does not cover professional sports competitions, or participating in activities without necessary and appropriate safety equipment, this includes not following safety instructions while participating in the activity.

You will be able to claim compensation if you have a valid prescription from a physician. However, any medication purchased without a physician's prescription cannot be claimed for compensation.

If you havereceived medical treatment for such injury and/or sickness in hospital, medical center, or clinic while being overseas, and require follow-up medical treatment in hospital, medical center, or clinic in Thailand, the company will reimburse the costs for following-up medical treatment in Thailand as specified in the insuring agreement of Follow-up Medical Expenses in Thailand. This coverage is applicable for up to 14 days from the date and time you return to Thailand.

If you did not receive medical treatment for injury and/or sickness at a hospital, medical center, or clinic while overseas , you will be covered for treatment in Thailand under the condition that you must receive your first medical treatment at a hospital, medical center, or clinic in Thailand within 24 hours from the date and time of your return to Thailand. Continued medical treatment in Thailand must not exceed 14 days from the date you received your first treatment in Thailand

If your baggage and/or personal effects are lost or damaged while under the care and control of a commercial airline, you must obtain written confirmation from the responsible party. The company will compensate you for the actual damages incurred, which you cannot claim from the manufacturer, airlines, or other types of insurance. The compensation may be provided through repair, restoration to its original state, replacement with similar items, or cash payment for the actual value at the time of loss or damage (with a maximum limit of 10,000 baht per item or pair/set, in the case of paired or set items), up to the sum insured specified on the policy schedule, less any applicable deductible (if any). The terms and conditions are according to the insuring agreement of Loss or Damage of Baggage and and/or Personal Effects.

If the loss involves theft with evidence of forcible and visible signs of damage, or includes snatching, robbery, gang robbery, extortion to take your baggage and/or personal effects, you can claim compensation from the Smart Traveller’s Choice Insurance. The terms and conditions are according to the insuring agreement of Loss or Damage of Baggage and and/or Personal Effects.

If the following event occurs, causing the schedule of fixed route transport or airplane (commercial airlines) you are travelling on to be delayed by at least 6 consecutive hours from the original schedule, AXA will compensate for each 6-hour delay, up to the sum insured specified on the policy schedule, with a total compensation limit not exceeding the sum insured on the policy schedule.

1. Adverse weather conditions for travel.
2. Malfunction or breakdown of fixed route transport or airplane (commercial airlines) machinery.
3. Strike or protest by fixed route transport or airport employees.
4. Unforeseeable riot and civil commotion at the destination specified in the insurance policy.
5. A natural disaster at the destination specified in the Insurance Policy.
6. Any event leading to the closure of airspace or airports.

If your baggage arrives late at the destination specified on policy schedule, for more than  6 hours due to mistakes, misdelivery, or temporary loss by the commercial airlines, starting from the time you arrive at the baggage claim area, AXA will compensate for the delayed baggage for each 6-hour period of delay, up to the sum insured specified on the policy schedule, with a total compensation limit not exceeding the sum insured on the policy schedule.

However, if you claim compensation under the insuring agreement of Baggage Delay, you will not be able to claim compensation under the insuring agreement of Loss or Damage of Baggage and and/or Personal Effects for the same event if the baggage is subsequently lost after the delay has occurred.

If your trip must be canceled within 60 days before the start date of the trip due to the following reasons:

1. Death of you or family members.
2. Severe injury or severe sickness of you or family members, which, according to the medical conditions, prevents you or family members from travelling to the intended destination.
3. you are being summoned to appear as a witness in court or receiving any court summons that was unknown at the time of purchasing this insurance.
4. Severe damage of your residence caused by fire or natural disaster within 7 days before the start date of the trip.
5. Unforeseeable strike, riot and civil commotion at the destination specified in the insurance policy.
6. Epidemic at the destination specified in the insurance policy.
7. Natural disaster at the destination specified in the insurance policy, provided that the natural disaster occurred within 1 month before the start date of the trip.
8. Any event leading to the closure of airspace or airports.

AXA will compensate for actual costs incurred, but not exceeding the sum insured as specified on the policy schedule. This includes expenses related to travel, such as airfare, other transportation costs, tickets for attractions and amusement parks, accommodation, and meals that you have paid in advance for overseas trip, which cannot be refunded by any other party.

Coverage will only apply if you purchased insurance policy before becoming aware of any of the above-mentioned covered events. Furthermore, if you claim compensation under the insuring agreement of Trip Cancellation Before Trip Starts, you will not be able to claim compensation under any other insuring agreement for the same event.

If the number of days of your trip must be reduced after the trip has begun and you need to return to Thailand earlier than planned due to the following reasons:

1. Death of you or family members.
2. Severe injury or severe sickness of you or family members, which, according to the medical conditions, prevents you or family members from continuing the planned trip.
3. Cancellation of the fixed route transport service or commercial airlines due severe adverse weather conditions.
4. Unforeseeable strike, riot and civil commotion at the destination specified in the insurance policy.
5. Epidemic at the destination specified in the insurance policy.
6. Natural disaster at the destination specified in the insurance policy.
7. Any event leading to the closure of airspace or airports.

AXA will compensate for actual costs incurred, but not exceeding the sum insured as specified on the policy schedule. This includes expenses related to travel, such as airfare, other transportation costs, tickets for attractions and amusement parks, accommodation, and meals that you have paid in advance for overseas trip but did not use due to the need to return to Thailand early, and which cannot be refunded by any other party.

AXA agrees to automatically extend the period of insurance for up to 15 days from the expiry date of the insurance policy if your return to Thailand needs to be postponed from the schedule date and time due to the following reasons:

1. You are denied boarding of fixed route transport/airplane (commercial airlines) due to overbooking.
2. You sustain injury or suffers from sickness and are unable to return to Thailand as advised by a treating physician, except if you receive continuous medical treatment as an inpatient.
3. Adverse weather conditions for travel, including natural disaster.
4. Malfunction or breakdown of fixed route transport/airplane machinery.
5. Strike or protest by fixed route transport or airport employees.
6. Loss or damage of travel document.

The automatic extension of the period of insurance will not apply to the following insuring agreements:

1. Travel Delay.
2. Missed Connecting Flight.
3. Daily Cash Compensation for Hospitalization.

If the rental car you are using for travel overseas is involved in an accident and you are legally liable for damages to the rental car, AXA will compensate you for the excess amount that the car insurance policy requires you to pay. This coverage will be up to the actual amount payable but not exceeding the sum insured as stated on the policy schedule, under the following conditions:

1. The rental car must be rented from a service provider with a valid license for car rental operations and must have car insurance that covers loss or damage to the rental car during the rental period.
2. You must comply with the terms and conditions of the service provider, the insurance contract for the rental car, and all applicable laws, rules, and regulations of such territory.

If you become lost, disoriented, or reported missing during your travel overseas, and this occurs within the period of insurance, and there is a need for search and rescue operations by police officers, local authorities, or recognized professional rescue services due to:

1.        It is known or believed that you may have sustained an injury or suffered a sickness, or

2.        Weather conditions that pose a threat to you, necessitating search and rescue operations to prevent death, injury, or sickness of you.

AXA will compensate for the actual costs incurred, but not exceeding the sum insured specified on the policy schedule, for your proportion only. This includes costs for search and rescue operational activities, aircraft or helicopter, boat, or other vehicles, search and rescue dogs, and any other equipment used for search and rescue operations to assist you in reaching a safe area.

However, search and rescue operations under this insuring agreement ends when the police, local authorities, or recognized professional rescue services cease their search and rescue operations, deeming further efforts impractical.

• Visit the website www.axa.co.th, click on the menu “Customer Service” > “Claim Notification” > “Travel Insurance Claim” to download the claim form and prepare the necessary documents for the claim compensation request.
  Claims form can also be obtained by contacting AXA Customer Service Center on Line Official: @axathailand or phone: 02-118-8111 (available 24/7)
• Send the completed claims from and other documents to Line Official: @axathailand or by emailing ta-claims@axa.co.th
• AXA will review the claim compensation within 15 business days after receiving all required documents or information. If there are any issues or doubts, such asthe medical expense’s case that needing to investigate the medical history, the review period may be extended to up to 90 days.

You can contact AXA hotline at02 118 8111 and press 1 or email axathai@axa.co.th

If you have inquiry that relates to policy coverage and status. Please contact the AXA hotline at 02 118 8111 and press 1, or email axathai@axa.co.th

If you have inquiry that relates to hospital network, please contact the AXA hotline at 02 118 8111 and press 2, or email ea_th_sm_medical-travel@europ-assistance.co.th