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.

To avoid delay and to ensure your claim is handled promptly and efficiently, please take note of the details outlined for how to make a claim.


For claims assistance please call/email our Customer Service

Chubb Travel Insurance Customer Service
Hotline: +62 21 1500257 (Mondays to Fridays, 8.30am to 5.30pm)
E-mail: 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. Alternatively 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.
  7. 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

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

  • Completed Claim Form
  • Travel booking confirmation and itinerary.

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

Benefit Being Claimed ForProof of Loss Document
Personal Accident: Accidental Death
  • Copy of death certificate & copy of coroner's dispositions and finding (if applicable)
Personal Accident: Permanent Disablement
  • Medical practitioner's statement
Total Permanent Disability
  • Medical practitioner's statement
Medical Expenses incurred overseas Post Journey Medical Expenses incurred in Indonesia
  • Medical report; and
  • Proof of cost (e.g. doctor’s invoice/receipt)
Compassionate Visit Evacuation – Return of Minor Children Emergency Travel Expenses Telephone Cost (Related with Medical Evacuation)
  • Medical report or in the event of death a copy of death certificate
  • Accommodation and travel invoice/receipts
  • Telecomunication 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 or
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 or
Overbooked Flight
  • Notification from the airline confirming reason for the delay; and
  • Proof of additional expenses
Luggage Delay
  • Airline baggage irregularity report or similar confirming delay; and
  • Proof of additional expenses
Luggage lost (including Lap Top, Golf Equipment, Hole In One); or 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
  • Witness Statements
Hijack Inconvenience
  • Letter from Airlines company and Police Report
Home Contents Benefit
  • A Police Report

To avoid delay and to ensure your claim is handled promptly and efficiently, please take note of the details outlined for how to make a claim.