Frequently Asked Questions about International Travel Insurance Coverage on COVID-19

If the Insured has to cancel the trip due to contracting COVID-19, can they claim for compensation?

If the Insured has been diagnosed with COVID-19 within 30 days prior to the departure date, the Company shall indemnify the Insured for loss of the travel and/or accommodation expenses that the Insured already paid and cannot be reimbursed from anywhere due to trip cancellation.

If the Insured is concerned with the situation and travel safety, can they cancel the policy and request for refund?

In case of a single trip policy, the Insured will not be entitled to premium refund after the issuance of insurance policy.

The Insured can request for change of travel period prior to the policy inception date.

In case of an annual policy, the Insured can request for policy cancellation and will be entitled to premium refund as per 2.7.3 of the Policy General Terms and Conditions.

If the Insured is scheduled for the flight today or tomorrow but is currently waiting for the test result and is recommended to avoid travel by medical practitioner, can they claim for compensation?

The Insured can request for change of travel period prior to the policy inception date.

The Insured is not entitled to claim other compensation.

Under the Insuring Agreement of "Trip Cancellation".  This Insuring Agreement covers losses incurred from trip cancellation due to Loss of life, severe injury or sickness which threaten the life of the Insured. Therefore, unless the Insured has been diagnosed with COVID-19, they are not eligible for claiming under this section.

In the case of flight delay by airline following instruction or recommendation of the government due to COVID-19 situation, can the Insured claim for compensation?

The Insured is not entitled to claim compensation.

Under the Insuring Agreement of "Travel Delay", the policy covers the event that traveling of Insured is delayed for at least 8 consecutive hours due to:

1.      As a result of adverse weather conditions causes carriers of aircraft, cruise or train to postpone travel for safety of passengers.

2.      Defect, malfunction, breakdown of machine, or mechanical or electrical derangement of the engine or equipment of the aircraft, cruise or train.

3.      Strike or labor protest of the carrier’s employee or airport or cruise or train.

Additionally, the Insuring Agreement has an exclusion which states the delay arising from the canceled service by the carrier due to order or recommendation of government of any country is excluded

Therefore, the claim on flight delay by airline following instruction or recommendation of the government due to COVID-19 situation does not fall under the policy coverage.

In case of flight cancellation by airline following instruction or recommendation of the government due to COVID-19 situation resulting in the Insured cancel the trip, can they claim for compensation?

The Insured is not entitled to compensation.

Under the Insuring Agreement of "Trip Cancellation", the policy covers losses incurred from trip cancellation due to Loss of life, severe injury or sickness which threaten the life of the Insured. Therefore, the claim does not fall under the policy coverage.

It is also stated in exclusion that any loss or damage occurred from directly or indirectly control or rules and regulation by the government is excluded

If the airline and/or government demand a "Fit to fly" Health Certificate, can the Insured claim for medical checkup fee?

The Insured is not entitled to claim compensation for this medical checkup fee.

As the trip has not started and medical screening falls under the policy exclusion, they are not eligible for claiming on this section.

If the Insured contracts COVID-19 while traveling overseas, can they claim for compensation?

Yes, the policy covers the incurred medical expenses sustained during the travel period either as an in-patient or an out-patient within the limit of indemnity under the Insuring Agreement of "Medical Expenses due to Accident and Sickness"

Additionally, the Insured can claim for Hospital Income Benefit should they attend the medical treatment as an in-patient in the hospital or medical facility, according to the terms and condition specified in the policy.

If the Insured is tested positive for COVID-19 and have to be quarantined in the hotel. Will AXA pay for this hotel cost?

No, AXA will not cover for hotel accommodation cost. AXA will however cover for other medical costs such as physician fees and medicine.

If the Insured is tested positive for COVID-19 and have to be transported to a hospital in an ambulance. Will AXA pay for this ambulance cost?

Yes

If the Insured is taken into quarantine at country of destination, will the policy cover for this incident?

Should the Insured sustain any sickness or injury while under quarantine within the coverage period, the Insured is covered under the policy for expenses relate to medical costs.

If the airline delays or cancels flight due to COVID-19 situation, operational reasons, or technical issues, can the Insured claim for compensation?

The Insured is not entitled to claim compensation.

The policy coverage only extends to events where flight is delayed for at least 8 consecutive hours due to:

1.      As a result of adverse weather condition causes carriers of aircraft, cruise or train to postpone travel for safety of passengers.

2.      Defect, malfunction, breakdown of machine, or mechanical or electrical derangement of the engine or equipment of the aircraft, cruise or train.

3.      Strike or labor protest of the carrier’s employee or airport or cruise or train.

Additionally, the Insuring Agreement has an exclusion which states the delay arising from the canceled service by the carrier due to order or recommendation of government of any country is excluded.

If the Insured chooses to shorten (curtail) the travel period due to COVID-19, can they claim for compensation?

The Insured is not entitled to claim compensation, unless he receives written medical advice from the attending physician that his trip should be curtailed due to severe sickness that is life threatening.

If the Insured is not able to travel back to Thailand due to the COVID-19 situation and is expected to remain in country of destination, can they extend the coverage period?

The Insured can contact the company to request for extension of coverage period with additional charges to the premium.

Extension is not guaranteed and depends on AXA underwriting policy. AXA will not cover for claims arising from any circumstances that is already known to you prior to the policy extension. You must make the request to AXA on or before the original policy expiry date and make additional premium payment.

Please do not purchase a new policy. It will not result in extension of the coverage period as new policy is valid only if the Insured purchase the policy before the trip begins in Thailand.

The insurance policy shall automatically extend if the insured has been diagnosed with COVID-19. This automatic extension shall not be more than 15 days from date of sickness and unable to travel as per the physician’s advice

What is not covered under "Automatic Extension of Travel Period"?

The coverage excludes any coverage related to Travel Delay, Flight Misconnection and Hospital Income Benefit.

If the Insured wishes to extend the coverage period and maintain all coverage including some which is not valid under "Automatic Extension of Travel Period", what should they do?

Please contact the Company at axathai@axa.co.th before the expiration of the policy to request for coverage extension (additional charges will be applied).

Extension is not guaranteed and depends on AXA underwriting policy. AXA will not cover for claims arising from any circumstances that is already known to you prior to the policy extension. You must make the request to AXA on or before the original policy expiry date and make additional premium payment.

Please do not purchase a new policy. It will not result in extension of the coverage period as new policy is valid only if the Insured purchase the policy before the trip begins in Thailand.

If the Insured wishes to extend the coverage period over 15 days, what should they do?

Please contact the Company at axathai@axa.co.th before the expiration of the policy to request for coverage extension (additional charges will be applied).

Extension is not guaranteed and depends on AXA underwriting policy. AXA will not cover for claims arising from any circumstances that is already known to you prior to the policy extension. You must make the request to AXA on or before the original policy expiry date and make additional premium payment.

Please do not purchase a new policy. It will not result in extension of the coverage period as new policy is valid only if the Insured purchase the policy before the trip begins in Thailand.

If the airline and/or government demand a "Fit to fly" Health Certificate, can the insured claim for medical checkup fee?

The Insured is not entitled to claim compensation for this medical checkup fee.

The medical checkup fee does not fall under the policy coverage due to the policy exclusion under the Insuring Agreement of "Medical Expenses due to Accident and Sickness".

If the Insured feels unwell and/or cough after arrival, can they claim for compensation?

The policy will cover for follow-up medical treatment in Thailand if the Insured has received medical diagnosis and treatment while overseas. The first follow-up medical treatment in Thailand has to be within 12 hours after arrival in Thailand. The Company will compensate the actual expenses paid by the Insured subject to a maximum of 10% of sum insured or not exceeding 7 consecutive days (whichever is lower).

After arrival in Thailand and feels unwell but Insured has never received medical diagnosis and treatment while overseas, can they claim for compensation?

The Insured is not entitled to claim compensation for cost of Medical Expenses due to Accident and Sickness. The policy will cover for follow-up medical treatment in Thailand if the Insured has received medical diagnosis and treatment while overseas. The first follow-up medical treatment in Thailand has to be within 12 hours after arrival in Thailand.

If the Insured is held in quarantine after arriving in Thailand, can they claim for compensation?

The policy will be ceased on whichever of the following that occurs first

1. the expiry of the period of insurance specified in the policy; or
2. Insured returns to his/her place of residence or business in Thailand; or
3. twenty-four (24) hours after arrival in Thailand

Therefore, if the claim does not occur within the coverage period, it will be not covered under the policy.

If the Insured is held in quarantine after arriving in Thailand, can they claim for compensation?

The Insured is not entitled to claim compensation for cost of quarantine.

The policy will be ceased on whichever of the following that occurs first

1.      the expiry of the period of insurance specified in the policy; or

2.      Insured returns to his/her place of residence or business in Thailand; or

3.      twenty-four (24) hours after arrival in Thailand

Therefore, if the claim does not occur within the coverage period, it will be not covered under the policy.

If the Insured is concerned that they may have contracted COVID-19 after arrival, can they claim for diagnostic testing fee?

The Insured is not entitled to compensation for testing fee.

As medical screening fee does not fall under the policy coverage due to the policy exclusion under the Insuring Agreement of "Medical Expenses due to Accident and Sickness"

 If the Insured feels unwell with high fever and cough after 1-2 weeks after arrival, can they claim for compensation on medical treatment?

The Insured is not entitled to compensation for medical treatment. The treatment is made outside the coverage period

How can the Insured report a claim?

Please contact our Claims department through the following channel:

-        WWW.AXA.CO.TH (Customer Service > Claim Guideline > Travel Insurance Claim)

-        Line Official: @axathailand

-        Email: Travelclaimsonline@axa.co.th

-        Tel: 02-118-8111 (24 hrs.)

The Claims department will process the claim within 15 days after the receipt of all required document. However, the company reserve the right to request additional details or to initiate further investigation of the claim but in no event shall this total period be more than ninety (90) days from the receipt date of all complete documents.

How can the insured request for policy cancellation or extend the traveling period?

Please contact our Customer Service department through the following channel:

-        Line Official: @axathailand

-        Email: axathai@axa.co.th

-        Tel: 02-118-8111 (24 hrs.)