Policies purchased after [20 Mar 2020] will not provide any cover for claims directly or indirectly arising from, relating to or in any way connected with COVID-19 (or any mutation or variation thereof or any related strain). We will not therefore cover claims relating to any inability to travel, any decision not to travel or any changes to travel plans, nor any medical or health related loss or expense incurred, as a result of COVID-19. Refer to the FAQ for more details.

Process your claims as fast as possible

Details for what to do in the event of an insured loss under your policy, how to submit your claim and an outline of the required documents to support your claim.

At Chubb Travel Insurance our aim is to process your claim as quickly as possible.

On this page you can find details for what to do in the event of an insured loss under your policy, how to submit your claim and an outline of the required documents to support your claim.

For claims assistance please call/email our Customer Service

Chubb Travel Insurance Customer Service

Hotline: +62 1500 257

Mondays - Fridays, 8:30 a.m. - 5:30 p.m. Jakarta time (excluding public holidays)

Email: travel.id@chubb.com

What to do when faced with an event that is insured under your policy:

  • In respect of medical claims (including travel cancellation) you should submit claims to your private health provider prior to lodgment with Chubb Travel Insurance.
  • For travel or baggage delays, a document must be obtained from the airline or carriers representative involved confirming the flight number, delay period and the reason for the delay.
  • For checked-in baggage loss, damage or theft, immediately (within 24 hours) report to the airline or the carrier involved and submit a claim to them. In many instances they may be responsible for damage and/or loss. Please also obtain a loss/damage baggage report from the airline or carriers’ representative.
  • Report any other baggage loss or damage to the local authority/police and retain the police report for your records to submit with claim form.
  • All losses under travel documents must be reported to local authorities and written acknowledgment obtained.
  • For liability claims do not make any admission or offer. Request the claim against you be put in writing.

How to submit your claim

  1. You need to submit your claim within 30 days of the event giving rise to your claim.
  2. Alternatively, you can download a copy of our Chubb Travel Insurance claim form.
  3. Complete ALL relevant sections & questions of the claim form that relate to your claim in full. Missing out details will usually result in us needing to contact you for clarification and delay the assessment of your claim.
  4. Ensure that you collate and attach to your claim form ALL the required supporting documents that relate to your claim. Failing to provide the required supporting documentation will usually result in us needing to contact you for clarification and delay the assessment of your claim.
  5. For prompt assessment of your claim submit your claim form and supporting documentation by emailing to travel.id@chubb.com. Alternativly you can submit your claim via post.
  6. Once submitted you should expect to receive confirmation of your claim number within 3 working days for emailed claims and within 5 working days for posted claims after we receive the documents.

Should you have any query in relation to your claim including a status update please contact our Claims at travel.id@chubb.com remembering to quote your policy and claim number.

Required documents to submit in support of your claim submission

All claims are required to be submitted with the following supporting documents:

  • Completed claim form
  • Travel booking confirmation and itinerary

In addition, the following additional supporting documents are required based on the type of claim you are submitting

Benefit Being Claimed For Proof of Loss Documents
Accidental Death
  • Copy of death certificate & copy of coroner's dispositions and finding (if applicable).
Permanent Disablement
  • Medical practitioner's statement.
Total Permanent Disability
  • Medical practitioner's statement.
Overseas Medical Expenses
Post Journey Medical Expenses in Indonesia
  • Medical report; and
  • Proof of cost (e.g. doctor’s invoice/receipt)
Compassionate Visit
Return of Minor Children
Emergency Travel Expenses
Emergency Phone Calls (Related with Medical Evacuation)
  • Medical report or in the event of death a copy of death certificate; and
  • Accommodation and travel; and invoice/receipts
  • Telecommunication company invoice/bill
Overseas Hospital Confinement
Domestic Hospital Confinement
  • Medical report; and
  • Hospital bill
Personal Liability
  • Letter or Demand of a claim made against you
Trip Postponement
Trip Cancellation
Trip Curtailment
  • Any documentation that supports the unforeseen circumstances that led to the cancellation or curtailment (e.g. a Medical Report)
Flight Delay or Misconnection
Overbooked Flight
  • Notification from the airline confirming reason for the delay; and
  • Proof of additional expenses
Luggage Delay
  • Airline Property Irregularity Report (PIR) or similar documents confirming delay; and
  • Proof of additional expenses
Lost Luggage (including Laptop, Golf Equipment,
Loss of Money or Travel Documents
  • Any document that demonstrates proof of ownership; and
  • Any document that adequately supports the amount claimed (replacement invoices or repair quotes); and in the event of theft; and
  • A Police Report
Own Risk for Rental Car
  • A Police Report; and
  • Hire Care Rental Agreement; and
  • Witness Statements
Hijack Inconvenience
  • Letter from Airlines company and Police Report
Home Contents
  • A Police Report