FWD Travel Policy Wording Oct 2023 v2

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fwd.com.sg
FWD Travel insurance

Policy wording
This is your contract for your insurance policy.

Read it to understand all the benefits as well as the important terms and conditions
that apply to your insurance cover. Don’t worry, we’ve made it as easy to read as possible.
If you need help, call our hotline: +65 6820 8888

Quick reference
About your policy 1 Starting or ending your policy 29

Words with special meaning 1 When your policy starts 29
Who can buy this policy 1 When your policy ends 29
No cover for travel to certain countries 2 Your right to cancel 30
Your policy 2 Our right to cancel 30
Quick summary of your benefits 3 Important things to know 31

Your benefits at a glance 3 The information you give us needs to be 31
correct and complete
What you’re covered for 8 31
This is a Singapore insurance contract
Protecting your travel plans 8
No rights for others under the policy 31
Protecting your stuff 11
Legal action against you 31
Protecting you and your health 14
Optional cover 19 Policy owners’ protection scheme 32
General exclusions 23 How to reach us 33

If you have questions 33
How to resolve a concern or complaint 33
Making a claim 25
How to make a claim 25
Important words and phrases 35
Your responsibilities 27
Things to know 27
V3 | Oct 2023
About your policy
Thank you for choosing FWD Singapore Pte. Ltd. We’re pleased to protect you so that you
can focus on living life to the fullest.
Easy to read Who can buy this policy

We’re here to change the way you feel about insurance – You can buy this policy if:
starting with this document. We’ve made it easy to read, so ■ you are at least 16 years old; and
you can understand your benefits and what you are covered
■ you hold a valid Singapore identification document.
for.
We accept the following identification documents:
■ Singapore National Registration Identification Card
We highlight important information like this.
(NRIC);
Read these carefully.
■ employment pass;
■ work permit;
Words with special meaning
■ long-term visit pass; or
Some words in this policy wording have special meaning. ■ student pass.
Accident or Accidental Natural disaster You have declared that all of the following are true at
Child(ren) Period of insurance
the point of purchasing this policy
Endorsement Policy ■ You are a resident of Singapore possessing a valid FIN or
NRIC;
Family member Rebooking fees
■ You have never been refused when buying/renewing any
Hospital Scheduled public transport
insurance policy of a similar nature or type, nor have you
Initial trip deposit Serious public event
had any insurance policy of a similar nature or type
Injury Travel companion cancelled/voided by your insurer;
Interested party Travel insurance summary ■ You have booked/will only book trips to countries that are
Jewellery Trip permitted for travel by local government authorities and
Medically necessary We, us, and our which the Ministry of Foreign Affairs has not advised
Medical practitioner You, and your against travelling to and/or recommended travel to be
postponed;
■ (only applicable when traveller is under 16 years old) You
are the parent or guardian of the applicant and give
consent to the applicant entering into this insurance
contract; and
■ No material fact has been withheld and to the best of your
knowledge, the information furnished is true and
complete. You understand that, otherwise, we have the
right to either decline your claims or cancel the policy and
treat it as never having existed.
V3 | Oct 2023 1
About your policy
No cover for travel to certain countries

We will not pay any benefit if it is connected to travel to,
within and/or transit through any of the specified countries
below.
Specified countries not covered under your policy
Afghanistan Somalia
Belarus South Sudan
Cuba Sudan
Democratic Republic of Syria
Congo Yemen
Iran The territories of Crimea
Libya including Sevastopol,
Liberia Donetsk, Luhansk,
North Korea Zaporizhzhia and Kherson
Your policy
Your policy is a contract of insurance between you and us. It is
made up of the documents listed below.
■ This policy wording
■ Your travel insurance summary
■ Any endorsement to your policy
Do read your policy carefully so you’ll know exactly what

you’re covered for, and how to make a claim.
2 V3 | Oct 2023
Quick summary of your benefits
Your policy benefits at a glance
The table of benefits below shows you the maximum benefit limits that are payable to you
per policy per trip. Note that some limits and benefits depend on the plan chosen by you.
For details of the limits that apply to your plan, you can check the table below, along with
your insurance summary.
The following amounts are the maximum benefit limits that are payable to you per policy per trip.
Maximum benefit limit

Protecting your travel plans
Premium Business First
Trip cancellation and loss of deposit S$7,500 S$10,000 S$15,000
If you have to cancel your entire trip
Overall limit for family plan S$18,750 S$25,000 S$37,500
Trip postponement
S$500 S$1,000 S$1,500
If you have to postpone your trip from Singapore
Trip cut short S$5,000 S$10,000 S$15,000

If you need to return home earlier than planned
Insolvency protection
S$1,000 S$3,000 S$5,000
If your travel service provider is insolvent
Trip diversion
S$500 S$1,000 S$1,500
S$100 for every six hours diverted while overseas
Travel delay
S$100 for every six hours delay while overseas S$300 S$500 S$1,000
S$100 for the first six hours delay in Singapore
Missed connections
S$300 S$500 S$500
S$100 for every six hours you are stranded
Trip disruption
S$1,000 S$2,000 S$3,000
If your trip is disrupted while you are on your trip
Terrorism cover Covered Covered Covered
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Protecting your stuff
Baggage delay
S$150 for every six hours of delay S$150 S$600 S$900
S$150 for first six hour delay in Singapore
Theft of or damage to baggage or personal belongings S$3,000 S$5,000 S$7,500
Sub-limit for laptop / tablet (in total) S$1,000 S$1,000 S$1,000
Sub-limit for mobile phone (in total) S$300 S$500 S$500
Sub-limit for jewellery (in total) S$300 S$500 S$500
Sub-limit for all other items (per item) S$300 S$500 S$500
Loss of passport, travel documents & theft of money S$300 S$600 S$1,000
Sub-limit for theft of your money S$300 S$300 S$300
Fraudulent personal credit card usage

S$300 S$600 S$1,000
When unauthorised charges are made on your credit card
Car rental excess Not

S$500 S$1,000
Cover for any car rental excess you need to pay if an accident happens Applicable
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Protecting you and your health
Emergency medical evacuation & repatriation
Unlimited Unlimited Unlimited
Transportation due to life-threatening illness or injury
Personal liability while on your trip

If you are liable for accidental death, injury or damage to other people, S$500,000 S$750,000 S$1,000,000
items or property
Personal accident
Lump sum payment for death or disability from accident
Adult below 70 years of age S$200,000 S$300,000 S$400,000
Adult 70 years old or older S$40,000 S$60,000 S$80,000
Child covered under a family plan S$60,000 S$90,000 S$120,000
Overall limit for family plan S$500,000 S$750,000 S$1,000,000
Medical expenses incurred overseas

Medical treatment costs while you are overseas
Adult below 70 years of age S$200,000 S$500,000 S$1,000,000
Overall limit for family plan S$500,000 S$1,250,000 S$2,500,000
Limit for mobility aids Not covered S$500 S$1,000
Limit for dental expenses caused by accident S$2,000 S$5,000 S$5,000
Daily hospital cash while overseas

Capped at S$200 per day
S$5,000 S$8,000 S$10,000
(Note: daily income amount will be doubled if hospitalised in intensive
care, capped at S$400 per day)
Automatic policy extension

7 days 14 days 21 days
Extended policy cover in some situations
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Protecting you and your health
Emergency phone charges
S$200 S$300 S$400
Cover for your emergency calls while overseas
Hospitalisation visit
S$5,000 S$7,500 S$10,000
Paying for a family member to visit you in the hospital
Child companion
S$5,000 S$7,500 S$10,000
Paying for an adult family member to visit to look after your child(ren)
Compassionate travel
S$5,000 S$7,500 S$10,000
Paying for a family member to arrange return of body
Chinese medicine practitioner, physiotherapist and chiropractor

expenses S$300 S$500 S$500
Capped at S$50 per visit
Medical expenses incurred in Singapore

Medical treatment costs if you fall sick after returning to Singapore
Adult below 70 years of age S$6,000 S$15,000 S$30,000
Limit for mobility aids Not covered S$500 S$1,000
Limit for dental expenses caused by accident S$2,000 S$5,000 S$5,000
Daily hospital cash while in Singapore

Capped at S$100 per day
S$1,000 S$1,200 S$1,500
(Note: daily income amount will be doubled if hospitalised in intensive
care, capped at S$200 per day)
6 V3 | Oct 2023

Optional covers
Cancel for any reason
Cancel, postpone or cut short your trip for any reason
Trip cancellation for any reason S$1,000 S$3,000 S$6,000
Trip postponement for any reason S$300 S$500 S$1,000
Overall limit for family plan S$750 S$1,250 S$2,500
Trip cut short for any reason S$1,000 S$3,000 S$6,000
Car rental excess Not Not

S$300
Cover for any car rental excess you need to pay if an accident happens Applicable Applicable
Pet care
S$150 S$150 S$150
S$50 for every six hours of delay
Sports equipment protector

Cover for sports equipment in the event of damage or theft, including up S$2,000 S$2,000 S$2,000
to S$100 per day for rentals
Home contents
S$6,000 S$6,000 S$6,000
Cover against burglary and fire in your home while you are overseas
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What you’re covered for
In this section, we explain what insurance benefits you are covered for, and any specific
exclusions or conditions that apply to those benefits. General exclusions also apply - see
section on ‘General exclusions’.
Protecting your travel plans

Your policy provides benefits that protect your travel plans before your trip starts and during your trip.
Trip cancellation and loss of deposit Trip cut short

We will pay this benefit if you have had to incur a covered We will pay this benefit if you:
travel cost as a result of the entire trip being cancelled
■ are overseas; and
because any of the events* happen within 30 days before
your scheduled departure date.
■ have to return to Singapore before your scheduled return
date,
because any of the events* happen.
Trip postponement
We will pay this benefit if you have had to incur a covered
travel cost as a result of your entire trip being postponed
because any of the events* happen within 30 days before
*Check the table below to see what events you can claim for.
Trip
cancellation Trip Trip cut
What events you can claim for postponement short
and loss of
deposit
You or your travel companion suffers a serious injury or illness and is

medically unfit to travel as confirmed by a medical practitioner in writing a a a
You, your travel companion, or your family member, dies a a a
Your family member suffers a life-threatening illness or injury as
confirmed by a medical practitioner in writing a a a
You or your travel companion needs to be a witness in court during your
scheduled period of travel a a a
Your or your travel companion’s home is seriously damaged by fire, or
natural disaster, and as a result you cannot travel, or have to cut short
your trip
a a a
A serious public event happens in Singapore or at one of your travel
destinations, which prevents you from starting or continuing the trip a a a
Your onward flight is cancelled by the airline due to airport, runway or
airspace closure, or poor weather conditions, which forces the airplanes
to be grounded
a r r
The aircraft you are on-board is hijacked for more than 12 hours r r a
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Please refer to the table below to see what travel costs are covered.
Trip
cancellation ¹Trip ¹Trip cut
What we pay postponement short
and loss of
deposit
Any accommodation and transport expenses (air, sea or land travel),

excursions, tours and activities that you have paid in advance and
cannot get back from any other source, as well as cancellation fees
a r a
Any rebooking fees so that you can reorganise the trip (to the same
destination as the original trip) to such later date within 180 days from
your original scheduled departure date
r a r
Additional transport and accommodation expenses (economy class for
transport and standard room for hotel) you pay because of your early
return to Singapore
r r a
¹We will pay either of the respective benefits.
However, despite the above, we will pay for any Trip

What you should know cancellation and loss of deposit benefit or Trip postponement
You can only claim under one of the following benefits benefit, if:
for the same event, but not under more than one ■ you, your travel companion or your family member dies.
benefit:
■ Trip cancellation and loss of deposit;
Insolvency protection
■ Trip postponement;
■ Trip cut short;
We will pay this benefit if your:
■ Trip diversion;
■ Travel delay; ■ trip is cancelled before your scheduled departure date; or
■ Missed connections; ■ trip is disrupted while you are overseas during your trip;
■ Trip disruption;
■ Insolvency protection; or because a travel agent, transport provider, tour operator, or
accommodation provider, who is responsible for part or all of
■ Cancel for any reason (if you have purchased this
your trip, is declared insolvent.
optional cover).
We will pay the benefit that gives the highest benefit
amount, provided that you have advised the travel Meaning of insolvency
agent, tour operator, transport or accommodation When we use the words insolvent or insolvency, we
providers and us as soon as possible after learning of a mean that an individual or entity is unable to pay their
potential need to make a claim. debts, and their business has completely ceased
operations because:
If this is a single trip policy, the policy will end when ■ of declared insolvency – whether or not the
either the Trip cancellation and loss of deposit benefit individual or entity has filed for bankruptcy; or
or Trip postponement benefit is paid. ■ a business owner with prior convictions for
fraudulent or dishonest acts:
Not covered » is under investigation for a fraudulent or
We won’t pay for the following: dishonest act; or
» has, or is suspected to have, illegally ran away
■ any claims for Trip cancellation and loss of deposit benefit
with monies belonging to the business.
and Trip postponement benefit if you buy your policy less
than 3 days before your scheduled departure date;
■ any amounts or compensation for customer loyalty points.
V3 | Oct 2023 9
What we pay
Travel delay
We will reimburse the following costs you pay as a result
We will pay this benefit if your trip is delayed for 6 continuous
of the insolvency.
hours or more if:
■ Accommodation and transport expenses (air, sea or ■ your scheduled public transport is delayed; or
land travel), excursions, tours and activities that you ■ you are forced to travel at another time because your
have paid in advance and cannot get back from any
scheduled public transport is overbooked,
other source.
■ Additional transport and accommodation expenses before you eventually reach your scheduled destination.
(economy class for transport and standard room for
hotel).
Missed connections
We will pay this benefit if:

What you should know
■ you miss your travel connection as a result of your
You can only claim under one of the following benefits scheduled public transport arriving late to the transit
for the same event, but not under more than one benefit: terminal; and
■ Trip cut short. ■ there is no other available travel alternatives within 6 hours
■ Trip postponement. of the scheduled departure of your connecting flight.
■ Trip cancellation and loss of deposit.
■ Insolvency protection.
What we pay
■ Cancel for any reason (if you have purchased this
optional cover). Trip diversion benefit and Travel delay benefit
We will pay the benefit that gives the highest benefit We will pay you for each 6 continuous hours (except if
amount. the delay happens in Singapore, we will only pay for the
first 6 continuous hours) you are delayed in reaching
If this is a single trip policy, the policy will end when this
your scheduled destination. We calculate the length of
benefit is paid due to your trip being cancelled before
the delay by counting the number of hours between
your original scheduled arrival time and your actual
arrival time.
Not covered Missed connections benefit
■ We do not pay any amounts or compensation for customer We will pay you for each 6 continuous hours you are
loyalty points. stranded.
■ Any claim before your scheduled departure if you buy your
policy less than 3 days before your scheduled departure
date. What you should know
You must have checked in on time for the scheduled
public transport you were booked for in your original
Trip diversion
itinerary.
We will pay this benefit if you: You can only claim under one of the following benefits
for the same event, but not under more than one benefit:
■ are travelling on a scheduled public transport; and
■ Trip diversion.
■ are diverted to another destination for 6 continuous hours
or more,
■ Travel delay.
before you eventually reach your scheduled destination.

■ Missed connections.
amount.
You need to provide us with written proof of the delay
from the public transport provider or your handling
agent. The document needs to show the number of
hours you were delayed, and the reason for the delay.
10 V3 | Oct 2023
Not covered Not covered

We will not pay this benefit if you, your family member or your We will not pay this benefit in any of the following situations.
travel companion was the cause of the delay. ■ Any additional expenses you incur to extend your trip
longer than what was originally scheduled.
Trip disruption ■ Any amounts or compensation for customer loyalty points.

■ Any expenses to upgrade you to a better class or category
We will pay this benefit if your trip is disrupted while you are of transport or accommodation compared to your original
in Singapore or overseas, and you are forced to change your itinerary. This means, for example, changing your flight
itinerary because of one of the events below. from a budget airline to a full-service airline or an upgrade
■ You suffer a serious injury or illness and are medically unfit from an economy class seat or to one in a better class.
to travel. A medical practitioner must confirm this in
writing.
Terrorism cover
■ A serious public event happens in Singapore or at one of
your travel destinations. We will pay the benefits provided by this policy for claims that
■ Your flight is cancelled by an airline because: result directly from any act of terrorism during your trip,
» the airport, runway, or airspace is closed; or subject to the limits and conditions for each benefit.
» of poor weather conditions.
Act of terrorism refers to an act (which may
include using or threatening force or violence)
What we pay by any person or group, committed for political,
We will reimburse the following costs you pay as a result religious, ideological or similar purposes, with
of changing any part of your scheduled itinerary. the aim of influencing any government or to put
the public, or any section of the public, in fear.
■ Additional transport and/or accommodation
expenses (the same class of transport as booked, and
standard room for hotel) you have to pay to continue
your trip; or
■ Any costs you have paid in advance, which you can’t Protecting your stuff
get back because of the itinerary change.
Your policy provides benefits that protect your belongings

during your trip. Your cover for the following benefits starts 3
hours before your trip is scheduled to begin.
You can only claim under one of the following benefits
for the same event, but not under more than one benefit:
■ Trip cancellation and loss of deposit. Baggage delay
■ Trip cut short. We will pay this benefit if you have checked-in baggage that:
■ Travel delay.
■ is delayed, misdirected, or temporarily misplaced by any
■ Trip postponement. public transport provider; and
■ Trip disruption. ■ reaches 6 continuous hours or more after you arrive at
■ Missed connections. your scheduled destination (including your final return to
■ Cancel for any reason (if you have purchased this Singapore).
optional cover).
What we pay
amount, provided that you have advised the travel
agent, tour operator, transport or accommodation We will pay you for each 6-hour period (except if the
providers and us as soon as possible or of learning of a delay happens in Singapore, we will only pay for the first
potential need to make a claim. 6 hours) that your checked-in baggage is delayed. We
calculate the length of the delay by counting the number
of hours between your original scheduled arrival time
and the actual arrival time of your baggage.
V3 | Oct 2023 11

Theft of or damage to baggage or personal
belongings
We pay this benefit on a per claim basis, not per piece of
baggage. We will pay this benefit, if during your trip, your:
We will only pay one person for the benefit even if there ■ baggage or personal belongings are stolen or accidentally
are multiple persons sharing the same baggage. damaged; or
You also need to provide us with written proof of the ■ baggage is lost while in the custody and care of any airline
baggage delay from the public transport provider or operator.
their handling agents stating your name, date, time How we decide how much to pay
(including delayed duration) and the reason for the
■ We will decide whether to replace, repair, or pay a cash
baggage delay.
amount for the stolen or damaged items.
■ We may treat a damaged item as beyond repair. If we do
so, we will treat it as lost and we will become the owner of
that item.
■ We will treat items that are a pair or a set as one item for
the purpose of this benefit, and only one amount will be
payable for the pair or set.
■ We will use the table below as a guide for determining the
items’ fair value.
How much we pay with How much we pay without

Covered item
proof of purchase proof of purchase
The higher of the following, capped at the
maximum benefit limit:
■ [(24 – Age of the item in months) / 24 months] x
Mobile phone
proof of purchase price; or
■ the telco trade-in value; or
■ S$50
Laptop, tablet and other Up to S$50 per item. We will only
[(36 – Age of the item in months) / 36 months] x pay for a maximum of 5 items
electronic devices
■
proof of purchase price; or without proof of purchase.

■ S$50
Personal belongings
■ [(60 – Age of the item in months) / 60 months] x
including baggage
proof of purchase price; or
■ S$50
100% of the proof of purchase price, capped at the

Jewellery
maximum benefit limit
Please refer to page 3 (Quick summary of your benefits) for the maximum benefit limit payable for each of the covered items
above.
12 V3 | Oct 2023

Loss of passport, travel documents & theft of
money
We may refuse to pay your claim if you don’t do the
following. We will pay this benefit whilst you are on a trip overseas and:
■ For items such as mobile phones, laptops, tablets, or ■ you lose your passport or other travel documents; and/or
jewellery, it must be carried by you and you must not ■ your money or travellers’ cheques are stolen.
have checked them in with the public transport
provider or left them in a vehicle unattended.
■ Your stolen or damaged items must have been under What we pay
your care, or in the care of another authorised person
We will reimburse the following to you.
(including transport and accommodation providers).
We may decline your claim if you cannot prove this. ■ The value of stolen cash or travellers’ cheques.
■ We may pay for any stolen or damaged travel
■ The costs to replace a passport or other travel
documents or money under the Loss of travel documents.
documents and theft of money benefit. We will not ■ The costs or penalties charged by a transport
pay for those items under this benefit. provider to issue replacement travel tickets.
■ You must take all reasonable steps to find any lost or ■ The following costs that are paid to organise for the
stolen items and also report to the police or relevant replacement of lost passport or travel documents:
authority in the country where the loss occurs within » transport (economy class) or hotel
24 hours of discovering the theft. accommodation (standard room);
■ We will reduce the amount of this benefit by any » communication expenses;
amount we have already paid for the same items where these costs are reasonable. No other expenses
under the Baggage delay benefit. you pay to organise replacements will be paid.
Not covered What you should know

We do not cover any of the following under this benefit. We may refuse to pay your claim if you don’t do the
■ Perishables or consumables (including food, skincare following.
product, perfume, contact lenses, and toiletries). ■ Call our Emergency Assistance line at +65 6322 2072
■ Motorised vehicles of any form or its accessories. for advice on how to replace your travel documents.
■ Traveller cards, credit value-loaded cards, prepaid debit ■ Your stolen or lost items must have been under your
cards, prepaid gift cards, transportation cards, and any care, securely locked in a storage facility, or in the
value that is loaded onto any such card. care of another authorised person (including
■ Loss or damage caused by wear and tear (this includes transport and accommodation providers). We may
scratches, discolouration, stains, tears, or dents to the decline your claim if you cannot prove this.
surface of the item which does not affect how it works) or ■ Your money must have been stolen while being
gradual deterioration. carried by you. We won’t pay any benefit for money:
■ Musical instruments or its accessories or casing. » if the money is checked-in with any public
■ Unauthorised phone costs or charge after its loss or theft. transport providers; or
» left in a vehicle unattended.
■ Items that do not belong to you.
■ You must take all reasonable steps to find any lost or
■ Sports equipment.
stolen items and also report to the police or relevant
■ Business goods or equipment.
authority in the country where the loss occurs within
■ Information stored on storage devices. 24 hours of discovering the theft.
■ Unexplained loss or mysterious dissappearence of any
baggage or belongings.
V3 | Oct 2023 13
Fraudulent personal credit card usage What we pay

We will pay this benefit by reimbursing you for unauthorised If you are suffering from a life-threatening illness or
charges made on your credit card while you are overseas on a injury:
trip. ■ we will arrange and pay for an air ambulance, surface
ambulance, regular air transport, railroad, land or sea
What you should know transport, or any other appropriate method to move
We may refuse to pay your claim if you don’t do the you to a medical facility for treatment; and
following. ■ we will pay for any administrative fees charged by an
■ You must report any unauthorised charges (or the airline or travel agent to change your travel dates
theft of the credit card if it was stolen) to: and/or destinations if the existing return ticket can be
used to travel back to Singapore.
» your credit card issuers; and
» the police in the country where the charges
or loss happens, within 24 hours of discovery. If you die, we will arrange and pay for your body to be
■ You need to follow all of the rules and requirements returned to Singapore (or your home country chosen by
that your credit card issuer sets for dealing with your legal representative).
unauthorised charges or lost credit cards. We will also pay any reasonable costs charged by an
overseas mortician or undertaker to prepare the body
Not covered for transport, such as:
We do not cover any unauthorised charges made by: ■ embalmment;
■ your family member; ■ cremation (if chosen by your legal representative);
■ your travel companion; or and
■ any person that you entrust with your credit card details. ■ a basic casket or urn.
Protecting you and your Personal liability while on your trip

health
We will pay this benefit while you are overseas on a trip and if
Your policy provides benefits that protect you and your health you are held legally responsible for:
during your trip and after your return.
■ the accidental death of another person;
■ bodily injury to another person; or
Emergency medical evacuation & ■ loss or damage to another person’s property.
repatriation
The other person must not be an interested party.
To claim this benefit, you (or someone
on your behalf) must call our Emergency What we pay
Assistance line at +65 6322 2072. We will pay:
■ any damages awarded against you by a court of
We will decide on the most appropriate medical facility and
competent jurisdiction (except for punitive
transport method based on your location and our assessment
damages); and
of the severity of your medical condition or circumstances.
■ the legal costs and expenses that we agree to pay for
You can claim this benefit if you suffer from a life-threatening representing or defending you.
condition as a result of an unexpected illness or injury that
happens while overseas on a trip, and:
■ we believe it is medically necessary to move you to a
medical facility in Singapore or overseas; or
■ you need to return to Singapore for continued treatment
after having been moved to an overseas medical facility for
treatment; or
■ you die while overseas.
14 V3 | Oct 2023
■ Any legal responsibility that results from you owning or

What you should know using:
We may refuse to pay your claim if you don’t do the » firearms;
following: » animals;
■ You must not admit legal responsibility to anyone, » motorised vehicles;
negotiate any payment, or refuse any claim before » watercraft;
getting written permission from us. » aircraft of any description including drones;
■ We may, at our sole discretion, do any of the
» remote controlled motorised devices; or
following:
» bicycles.
■ Any damages that are connected to you engaging in your
arrange for legal representation at; and
»
trade, business, or profession.
» take on the legal defence of,
any proceedings, inquest, or official inquiry.
■ We must agree to all costs and/or expenses before Personal accident
you officially engage your own lawyer to act in your
We will pay you (or your legal representative) a lump sum
defence.
amount if you suffer an accident that:
■ causes death; or
Not covered ■ leads to total and permanent disability within 90 days of
We do not cover the following. the accident.
■ Any damages resulting from a criminal proceeding.
■ Any claim for loss of or damage to property in your care or What we pay
custody.
The lump sum amount will be paid according to the
percentage of the benefit limit shown in the table below
for that death or accidental injury.
Death or disability Percentage of benefit limit
Accidental death 100%
Total and permanent disability 100%
Total and permanent severance or loss of use of two or more limbs above the wrist or ankle 100%
Total and permanent loss of sight in both eyes 100%
Third degree burns to 8% or more of the head or more than 20% of the body 100%
Third degree burns to between 5% and 8% of the head 50%
Third degree burns to between 15% and 20% of the body 50%
Total and permanent severance or loss of use of one limb above the wrist or ankle 50%
Total and permanent loss of all sight in one eye 50%
Total and permanent loss of all hearing in one ear 50%
Total and permanent loss of speech 50%
V3 | Oct 2023 15
Meaning of total and permanent disability What we pay

Total and permanent disability means: We will reimburse costs you pay for medically necessary
■ you have suffered an accident during your trip; treatment. We will pay for treatment for a period of up to
30 days from the date of the first treatment.
■ for 6 months in a row, the accident has stopped you
from working in any job for a salary or wage, or has The costs we will pay include the following.
stopped you from carrying out any business ■ Dental treatment but only if it is medically necessary
whatsoever; and to treat injury caused by an accident.
■ our medical practitioner considers that you are ■ Reasonable costs of ambulance transportation.
unlikely ever to work in any job for a salary or wage, ■ Treatment by a medical specialist but only if referred
or to carry out any business at all, for the rest of your by a general practitioner. A referral is not required for
life. treatment by a medical specialist in an emergency.
■ Mobility aids, such a crutches, wheel chairs, or
walkers but does not include any prosthesis.
■ Medical equipment to aid recovery.
Death, total and permanent severance, or loss of use,
must occur within 90 days of the accident for a claim
under this benefit to be valid. Not covered
■ The total and permanent severance or loss of use of a ■ Dental treatment due to tooth or gum or oral diseases, or
limb must be: from normal wearing of the teeth.
» diagnosed by a medical practitioner ■ Dental expenses related to non-natural teeth such as
approved by us; and dental dentures, bridges, implants, fillings and crowns.
» beyond cure (considering surgical or other ■ Treatment received from an interested party.
treatments).
■ If you suffer more than one of the injuries listed above
in the same accident, we will pay the total of all
amounts, up to a maximum of 100% of the personal Daily hospital cash while overseas
accident sum insured.
We will pay a benefit for every continuous 24-hour period that
■ If you are:
you are confined to an overseas hospital. The hospital
» on a public transport that disappears, confinement must be because of an unexpected illness or
becomes wrecked, or sinks; and injury you suffer while overseas on a trip. The admission to
» your body is not found, we will consider you hospital must be medically necessary.
to be deceased. In this case, we will pay this
benefit on the earlier of:
» an official death certificate being Double daily hospital cash benefit for ICU
released; or The daily hospital cash amount will be doubled for each
» when one year has passed since the 24-hour period you are confined in an intensive care unit.
accident.
Automatic policy extension

Medical expenses incurred overseas We will automatically extend the period of insurance for this
We will pay this benefit, if while overseas on a trip, you: policy free of charge if:
■ suffer an unexpected illness or injury; and

■ your return to Singapore is delayed by a serious public
event; or
■ as a result of that illness or injury, need to get medically
necessary treatment there.
■ you are confined to a hospital overseas upon the advice of
a medical practitioner.
16 V3 | Oct 2023
Emergency phone charges What we pay

Hospitalisation visit benefit and Child companion
We will only reimburse you the costs of the following phone
benefit
calls you make while overseas.
We will reimburse the reasonable costs of return
■ Calls to our Emergency Assistance hotline to get advice on economy class transport and standard room for hotel
medical assistance or to replace lost travel documents. accommodation to allow one family member to travel
■ Calls to the police, medical facilities, consulates, or family and be with you.
member(s) in Singapore to get assistance or support as a
We will stop paying the benefit at the earliest of the
result of you suffering a serious illness or injury during a
following dates:
trip.
■ 30 days have passed since you were first confined to
a hospital; or
Hospitalisation visit ■ the date a medical practitioner confirms you are fit to
continue the trip or to return to Singapore.
We will reimburse the costs of an adult family member who
travels to be with you, or for a travel companion to stay with Compassionate travel benefit
you if: We will reimburse the reasonable costs of return
economy class transport and standard room for hotel
■ you suffer an unexpected illness or injury while overseas
accommodation to allow one family member to travel
on a trip;
and arrange for the return of your bodily remains.
■ as a result of that illness or injury, you are confined to a
hospital for a least 5 continuous days;
■ a medical practitioner confirms that you cannot return to
Singapore for further treatment; and What you should know
■ you have no adult family member with you. If you are confined to a hospital as a result of illness or
injury and then die, we will only pay one of the following
benefits:
Child companion ■ Hospitalisation visit benefit; or
We will reimburse the costs of an adult family member who ■ Child companion benefit; or
travels to be with you if: ■ Compassionate travel benefit.
■ you suffer an unexpected illness or injury while overseas
on a trip; and We will pay the benefit that gives the highest benefit
■ as a result of that illness or injury, you are confined to a amount.
hospital for at least 5 continuous days; and
■ a medical practitioner confirms that you cannot return to
Singapore for further treatment; and Chinese medicine practitioner,
■ you are travelling with one or more children, and you are physiotherapist, and chiropractor expenses
the only adult.
Treatment while on a trip or within 48 hours of
Compassionate travel returning to Singapore
We will pay this benefit if you:

We will reimburse the costs of an adult family member
■ suffer an unexpected illness or injury while overseas on a
who travels to arrange the return of your bodily remains to
trip; and
Singapore or to your home country if:
■ as a result of that illness or injury, receive treatment
■ you die from an unexpected illness or injury suffered while
overseas from a:
overseas on a trip; and
» Chinese medicine practitioner;
■ there is no other adult family member on the trip. » Physiotherapist; and/or
» Chiropractor.
V3 | Oct 2023 17
Treatment must be sought overseas or within 48 hours

of returning to Singapore
■ Treatment by a medical specialist but only if referred
by a general medical practitioner.
You can only claim this benefit if:
■ Mobility aids, such as crutches, wheel chairs, or
■ you have received medical treatment overseas for the walkers but does not include any prosthesis.
same illness or injury that is being treated in Singapore; or ■ Medical equipment to aid recovery.
■ you seek medical treatment for the illness or injury
suffered overseas within 48 hours of returning to
Singapore.
Cashless with the FWD SG app
You can get medical treatment at any of our panel clinics
without having to pay a cent (capped at $500 per visit)!
Simply download the FWD SG app, activate the eCard, and
What we pay find your nearest clinic.
We will reimburse the costs you pay for reasonable and For more details about FWD SG app, please refer to the
section on ‘Making a claim’.
necessary treatment. We will pay for treatment for a
period of up to 30 days from the date you return to
Singapore if you seek treatment overseas or within 48
hours of returning to Singapore. Not covered
We do not pay for the following:
Not covered
■ Dental treatment due to tooth or gum or oral diseases, or
from normal wearing of the teeth.
Treatment received from an interested party.
■ Dental expenses related to non-natural teeth such as
dental dentures, bridges, implants, fillings and crowns.
Medical expenses incurred in Singapore ■ Treatment received from an interested party.
We will pay this benefit if you: Daily hospital cash while in Singapore
■ suffer an unexpected illness or injury while overseas on a If you are confined to a hospital in Singapore:
trip; and
■ within 48 hours of your return to Singapore; or
■ as a result of that illness or injury, need to get medically
necessary treatment after you return to Singapore.
■ within 30 days after you return from a trip if you had
sought medical treatment during your trip,
Treatment must be sought overseas or within 48 hours
of returning to Singapore as a result of an unexpected illness or injury you suffered
while overseas on a trip, we will pay this benefit for every
You can only claim this benefit if:
continuous 24-hour period that you are confined to a hospital
■ you have received medical treatment overseas for the in Singapore. The admission to a hospital must be medically
same illness or injury that is being treated in Singapore; or necessary.
■ you seek medical treatment within 48 hours of returning to
Singapore for the illness or injury suffered overseas.
Double daily hospital cash benefit for ICU
What we pay The daily hospital cash amount will be doubled for each
24-hour period you are confined in an intensive care unit.
We will reimburse the costs you pay for medically
necessary treatment in Singapore. We will pay for
treatment for a period of up to 30 days from the date you
return to Singapore if you seek medical treatment within
48 hours of returning to Singapore.
The costs we will pay include the following:

■ Dental treatment but only if it is medically necessary
to treat injury caused by an accident.
■ Reasonable costs of ambulance transportation.
18 V3 | Oct 2023
Optional cover
The options you choose are shown in your travel insurance summary. Please note that general exclusions apply - see section on
‘General exclusions’.
You need to pay extra

When you add an optional benefit to your policy, you need to pay an extra premium for the additional coverage we give you.
Cancel for any reason

If you choose this cover, we will reimburse you up to 50% for all covered travel costs incurred, capped at the benefit amount
indicated in the table of benefits, if your trip was impacted by any of the covered benefits as follows:
Trip cancellation for any reason

We will pay this benefit if you have had to incur a covered travel cost as a result of the entire trip being cancelled for any reason
other than that covered under the Trip cancellation and loss of deposit benefit.
Trip postponement for any reason

We will pay this benefit if you have had to incur a covered travel cost as a result of your entire trip being postponed for any reason
other than that covered under the Trip postponement benefit.
Trip cut short for any reason

We will pay this benefit if your trip has commenced for a period of 48 hours or more, and you have had to incur a covered travel
cost as a result of you having to return to Singapore before your scheduled return date for any reason other than that covered
under the Trip cut short benefit.
Please refer to the table below to see what travel costs are covered.
Trip Trip Trip cut

What we pay cancellation postponement short for any
for any reason for any reason reason
Any unused accommodation and transport expenses (air, sea or land

travel) that you have paid in advance and cannot get back from any
other source, as well as cancellation fees
a r a
Any rebooking fees so that you can reorganise the trip (to the same
destination as the original trip) to such later date within 180 days from
your original scheduled departure date
r a r
V3 | Oct 2023 19

■ Trip cut short for any reason benefit
You must have purchased this cover within 7 days from » any amounts refunded or compensation received
the initial trip deposit for your trip, otherwise there will
regardless of the form of such refund/
be no coverage under this benefit.
compensation. Examples of forms of refund/
You can only claim under one of the following benefits compensation include any cash, voucher, or form
for the same event, but not under more than one benefit: of credit, points or miles received as a refund or
■ Cancel for any reason (if you have purchased this compensation; and
optional cover); » any extra travel and accommodation costs that is
■ Trip cancellation and loss of deposit; not included in your original itinerary.
■ Trip postponement;
■ Trip cut short; Car rental excess
■ Trip diversion;
If you choose this cover, we will pay the benefit if you:
■ Travel delay;
■ become legally responsible to pay a car rental excess or
■ Missed connections;
deductible because of accidental loss or damage to a
■ Trip disruption; or rental car from a licensed operator;
■ Insolvency protection. ■ were a named driver or co-driver of the rental car;
We will pay the benefit that gives the highest benefit ■ were legally allowed to drive in the overseas country;
amount, provided that you have advised the travel ■ were driving when the accidental loss or damage
agent, tour operator, transport or accommodation happened; and
providers and us as soon as possible after learning of a ■ followed the rules of the car rental agreement, and the
potential need to make a claim.
laws of the country where you were driving the rental car.
The policy will end when either the Trip cancellation for
any reason benefit or Trip postponement for any reason This cover is automatically included at no additional cost for
benefit is paid. First and Business plans.
What we pay
Not covered
We will reimburse the amount of the excess or
We do not pay for the following: deductible paid by you.
■ Trip cancellation for any reason benefit
» any amounts refunded or compensation received What you should know
regardless of the form of such refund/
compensation. Examples of forms of refund/ You need to provide copies of the car rental agreement,
compensation include any cash, voucher, or form original receipts showing the amount paid for rental
of credit, points or miles received as a refund or excess, along with any reports related to the loss or
compensation. damage to the rental car.
■ Trip postponement for any reason benefit The rental car must also have been collected overseas in
» any amounts refunded or compensation received your planned destination.
regardless of the form of such refund/ We will only pay one claim for the insured rental car
compensation. Examples of forms of refund/ under this or any other policies while being rented by
compensation include any cash, voucher, or form you.
of credit, points or miles received as a refund or
compensation;
» any expenses to upgrade you to a better class or
category of transport or accommodation
compared to that in your original itinerary. For
example, changing your flight from a budget airline
to a full-service airline or an upgrade from an
economy class seat to one in a better class; and
» any extra travel and accommodation costs that is
not included in your original itinerary.
20 V3 | Oct 2023
Pet care What you should know

If you choose this cover, we will pay the benefit if your We may refuse to pay your claim if you don’t do the
scheduled public transport is delayed for 6 continuous hours following.
or more and you, your family member or your travel ■ Stolen or damaged sports equipment claimable
companion are not the cause of the delay. To be eligible for under this benefit must have been under your care,
this benefit, you must have your pet stay in a pet hotel or securely locked in a storage facility or in the care of
kennel. another authorised person (including transport and
accommodation providers). We may decline your
What we pay claim if you cannot prove this.
We will pay you for each 6-hour period you are delayed ■ You must take all reasonable steps to find any lost or
in reaching Singapore. We calculate the length of the stolen items and also report to the police or relevant
delay by counting the number of hours between your authority in the country where the loss occurs within
original scheduled arrival time, and your actual arrival 24 hours of discovering the theft.
time.
Sports equipment protector
If you choose this cover, we will pay the benefit if, during your
trip, your:
■ sports equipment is stolen or accidentally damaged; or
■ sports equipment is lost or stolen while in the custody and
care of any airline operator, transport or accommodation
provider.
Sports equipment
Sports equipment covered are:
■ golf clubs, diving gear, skis (boards and poles),
snowboards, wakeboards, bicycles and fishing
tackle equipment; and
■ specialist apparel for diving, skiing and
snowboarding.
What we pay
We will pay the following:
■ the cost of renting replacement sporting equipment,
capped at S$100 per day; and
■ compensation for the stolen or damaged sports
equipment.
How we decide how much to pay
■ We will not pay more than the original purchase price
and will decide whether to replace, repair, or pay a
cash amount for the stolen or damaged items.
■ We may treat a damaged item as beyond repair. If we
do so, we will become the owner of that item.
■ We will treat items that are a pair or a set as one item
for the purpose of this benefit, and only one amount
will be payable for the pair or set.
V3 | Oct 2023 21
How much we pay with proof How much we pay without proof
Age of sports equipment
of purchase of purchase
100% of purchase price, capped at

Bought during the trip
the maximum benefit limit

1 year old Up to S$50 per item. We will only
pay for a maximum of 5 items
50% of purchase price, capped at without proof of purchase.
2 years old

3 years old
above.
Not covered
We do not cover any damage that happens while your sports equipment is in use, whether for practice or play.
Home contents
Sub head L2
Home contents
Increased space before
Home
decresed contents
sapce after means all household furniture
and furnishing, domestic electronic appliances
and personal belongings, owned by you and
in your home. Cash and travellers’ cheques
are not treated as home contents.
What we pay
If you choose this cover, we will pay this benefit if your home contents are lost or damaged because of fire or burglary, while
you are on your trip.
■ We will decide whether to replace, repair, or pay a cash amount for the stolen or damaged items.
■ We may treat a damaged item as beyond repair. If we do so, we will become the owner of that item.
■ We will treat items that are a pair or a set as one item for the purpose of this benefit, and only one amount will be payable
for the pair or set.
How much we pay with proof How much we pay without proof
Age of item
of purchase of purchase

Less than 1 year old

1 year to 2 years old Up to S$50 per item. We will only
pay for a maximum of 5 items
2 years to 3 years old 30% of purchase price, capped at without proof of purchase.

More than 3 years old
above.
22 V3 | Oct 2023
General exclusions
These general exclusions outline scenarios that this policy does not cover, and apply to the
whole policy unless stated otherwise.
We won’t pay for claims that are, directly or indirectly, caused by or result from the following.
Travel while medically unfit Epidemic or pandemic

■ Travelling against a medical practitioner’s professional An epidemic or pandemic declared by the World Health
advice that you are medically unfit to travel; Organisation or the Singapore government.
■ Travelling for the purpose of seeking medical advice, care,
or treatment. It does not matter if seeking medical advice, Pre-existing medical conditions
care, or treatment was not the only purpose of the trip.
Any allergy, physical condition or illness (including any direct
or indirect complications, which may arise) where:
Unlawful acts
■ signs or symptoms were present which you were aware of
You or your family member or your travel companion wilfully or should reasonably have been aware of; or
participating in any act that is unlawful in the country you, or
■ you received, or were recommended to receive medical
they, are in.
advice, tests, treatment, diagnosis or were prescribed
drugs in the 12 months before the start of your trip.
Suicide or self-inflicted act
■ Suicide; For an annual plan, any medical condition for which a claim
■ Attempted suicide; or has been made for a previous trip will be deemed as a
■ An intentional self-inflicted act, pre-existing medical condition for any future trips.
by you or your family member or your travel companion. In relation to Trip cancellation and loss of deposit benefit and
This applies regardless of the individual’s mental state. Trip postponement benefit, any new medical condition that
first starts or occurs or is contracted 30 or fewer days before
Failing to protect property and self your scheduled departure date will not be considered as a
pre-existing medical condition. This applies to you, your
You or a family member or your travel companion failing to
family member and your travel companion.
take reasonable and necessary precautions to:
■ protect property;
Mental illness
■ avoid injury or illness;
Any mental, psychological, or psychiatric disorder.
■ avoid a serious public event (where there has been ample
warnings from general mass media, including government
websites, news channel and social media sites); and Acts of customs or other officials
■ minimise claims under this policy. Examination, retention, confiscation, or destruction by
customs or other officials.
Events that happen before you book or take up cover
Any event (including any serious public event) that: Wear and tear or damage from cleaning or repair
■ Normal wear and tear;
■ happens and/or is still ongoing;
■ Gradual deterioration; or
■ you or a family member or your travel companion knew or
ought to have known about; or ■ Damage suffered in any cleaning or repair process.
■ is made known to you or a family member or travel
companion by the transport or accommodation provider, Incidental charges that we have not specified
publicised or reported by the media or through travel Any incidental expenses or charges other than those we have
advice issued by an authority (local or foreign) before the specified. This includes charges such as hotel minibar costs,
policy was taken up, or changed, entertainment, food, beverage, and laundry charges.
before your policy is purchased or your trip is booked
(whichever is later). This includes the COVID-19 outbreak.
V3 | Oct 2023 23
General exclusions
Professional or paid sporting activities Consequential or indirect loss

Training for or participating in sporting activities: Any consequential or indirect loss.
■ as a professional; or
■ to receive a financial reward or incentive; or
■ not managed by a licensed commercial operator; or
■ where you did not follow the rules and safety procedures
(including wearing appropriate safety equipment) that was
required or recommended by the operator.
High altitude hiking or trekking

Hiking or trekking 3,000 metres above sea level.
War, riot, or revolution

If war, riot, revolution, or any other similar event was present
in a country before you visit:
■ we will not pay any benefit under this policy if the claim
arises from those events except for Trip cancellation and
loss of deposit benefit or Trip postponement benefit only.
Military or military-related services or training

If the purpose or one of the purposes of your trip is to:
■ travel to take part in or to take part in any naval, military or
air forces services or training; or
■ take part in operations planned or carried out by the civil
or military authorities of Singapore or the authorities of the
destination you are travelling to.
Claims covered by other insurance or service

providers
If any:
■ claim is covered by another insurance held by you; or
■ loss or damage can be claimed from a transportation
provider, accommodation provider, tour operator, travel
agency, or other service provider.
STIs or HIV
■ Any sexually transmitted infection; or
■ Human immunodeficiency virus (HIV) or any HIV-related
illness including acquired immunity and deficiency
syndrome (AIDS) or any mutant derivative or variation of
these, no matter how it is caused.
Pregnancy, childbirth, or related complications

Any pregnancy, infertility, contraception, sterilisation, sexual
dysfunction, miscarriage, menopause, childbirth, abortion, or
any complication arising from these conditions.
Alcohol or substance abuse

Any loss, injury, or damage due to you being under the
influence of alcohol, drugs, or other substance.
24 V3 | Oct 2023
Making a claim
Need to make a claim? Read this section to find out how.
How to make a claim

Two (2) options available to make a claim
A. Download the FWD SG app.

B. Visit www.fwd.com.sg to use our claims portal.
A. Making a claim with FWD SG app
With the FWD SG app you can
Access and manage

your policies
Easily make a claim
Enjoy cashless general

practitioner treatment at our
panel clinics with your eCard
Find your nearest clinic
Stay up-to-date with

promotions and launches
Track your friend referral

rewards
V3 | Oct 2023 25
Making a claim
B. Filling a travel claim online at fwd.com.sg
01
www.fwd.com.sg
to access our claims portal
02 You must inform us as soon as possible and no later than 30 days

of an incident which may result in a claim under this policy.
You must lodge your claim using our standard forms. You must
provide us with any information and assistance that we need to
process your claim, including attending court to give evidence.
03 At your own expense, you must provide all documentation

we request for to assess your claim. This includes but is not limited to:
Medical reports and evidence; Original invoices and receipts;
Proof of ownership; Police, airline, transport and

accommodation reports;
Accurate English translations
boarding passes, photocopy of
passport and visas; of any documents if we require.
04 05 06
Upon submission, you We will review Once approved,

will receive a Claim your claim we’ll arrange the
Acknowledgement payment
26 V3 | Oct 2023
Making a claim
Your responsibilities If you receive payment from other sources

We will reduce the benefit limit for this policy by any amount
When you make a claim, you have certain responsibilities. If you receive (or are entitled to receive) from any other person
you don’t meet these responsibilities, we may not pay your or source. This includes refunds, reimbursement, or
claim in full, or we may decide not to pay the claim at all. compensation amounts paid from the following.
■ Other insurance policies.
We reserve the right to lodge a report with the Singapore
■ Transport providers.
police or foreign authorities if you submit a dishonest,
intentionally exaggerated or fraudulent claim.
■ Accommodation providers.
■ Manufacturers.
Tell us within 30 days

■ Employment benefits.
■ Government schemes.
Claims need to be made within 30 days of the incident that is
being claimed for.
Filling in your claim form Things to know

We will provide the forms that need to be filled-in to make a
claim. Costs of preparing your claim
We are not responsible for any of the costs of filling-in any
Cooperate with us form or getting any documents, such as death or other
certificates.
When making a claim, you need to provide us with any
information and help that we need to process the claim, even
We will pay if we need our approved medical practitioner to
after we have already paid the claim. We have the right to
examine you if needed to assess a claim. This includes post-
refuse to pay a claim, if we aren’t given the information or help
mortem examinations.
we ask for. This may include any of the following.
■ Attending court to give evidence if there is a dispute. You must act honestly and truthfully
■ Undergoing a medical examination, or allowing a post- You must act honestly and truthfully. This means that you or
mortem examination (at our expense) for claims arising anyone acting for you must not do any of the following.
from injury or illness.
■ Being interviewed by us and/or our third party service ■ Make a claim under the policy knowing the claim to be
provider or representatives. false or fraudulently exaggerated in any way.
■ Providing a declaration that you will not claim against ■ Make a false statement to us.
another individual, company or insurer. ■ Knowingly send us a forged or false document.
■ Providing (at no cost to us) with written or documentary ■ Make a claim for any loss or damage caused by a
proof that your claim has been denied, rejected or partially deliberate act by you or caused with your permission or
refunded by the transport or accommodation provider. knowledge.
■ Providing (at no cost to us), copies of any documents we
request for, such as: How we deal with fraud
» medical reports or other information about any
We treat fraud very seriously. If you act fraudulently, we may
medical condition and treatment;
do any or all of the following.
» original invoices and receipts;
» proof of ownership; ■ We will not pay the claim.
» police, airline, transport, and accommodation ■ We will not pay any other claim which has been or will be
reports; made under the policy.
» trip invoices, ticket confirmation, boarding passes, ■ We may declare the policy invalid.
and copies of passports and visas; and ■ We can recover from you the amount of any claim we have
» accurate English translations (confirmed by oath if already paid under the policy.
necessary) of any documents. ■ We will not refund the premium.
■ We may not allow you to buy any other policy from us.
■ We may report you to the police or other foreign
authorities.
V3 | Oct 2023 27
Making a claim
How we pay property claims

We pay all property claims by applying depreciation based on
the proof of purchase. If proof of purchase is not available, we
will pay S$50 per item up to a maximum of 5 items. This
means you may not get back the full purchase price. If we
assess an item as being beyond repair and pay for its
replacement, the damaged item becomes our property. You
must keep any damaged property and send it to us if we ask
for it. You will need to pay for any postage or transportation
cost.
We only pay reasonable and customary costs

Where we pay for items and services for you or under a
benefit, we will only pay the amount that we believe is
reasonable and customary for that item or service.
Any penalty charges incurred that would not have been
imposed had you notified the travel agent, tour operator,
transport or accommodation provider and us within the
specified period in the event of a claim will not be covered.
If you have more than one travel policy with FWD

If you have more than one policy with us that covers the same
benefit, you will only be able to claim benefits from one
policy. If the benefit amounts are different under your
different policies, we will pay the highest benefit amount.
28 V3 | Oct 2023
Starting or ending your policy
This section explains when your policy starts and ends, and what you’ll receive if you cancel
it.
When your policy starts ■ Fraudulent personal credit card usage.

■ Emergency phone charges.
Your insurance cover starts for any trip that: ■ Car rental excess cover.
■ starts and ends in Singapore; and
■ begins within the period of insurance (unless we tell you a Cover after your trip
different date).
You can claim these benefits within 48 hours after you return
to Singapore from your trip.
Some benefits can be claimed:
■ Medical expenses incurred in Singapore.
■ before your trip starts; ■ Chinese medicine practitioner, physiotherapist, and
■ during your trip; or chiropractor expenses.
■ after your trip. ■ Daily hospital cash while in Singapore.
Cover before your trip starts This policy does not start in some situations
You are covered for these benefits from the date your trip is This policy (and cover) will not start in the following
booked (see the benefit description for important details) or situations.
30 days before your trip starts, whichever is later.
■ You buy a policy with the incorrect covered geographical
■ Trip cancellation and loss of deposit. area.
■ Trip postponement. ■ You buy a policy with a coverage start date that begins
■ Insolvency protection. after you would have departed from Singapore.
■ You buy a policy after you have departed from Singapore.
Cover during your trip If any of the above happens, we won’t pay any claims. We will
refund any premium you have paid.
Your cover for these benefits starts 3 hours before your trip is
scheduled to begin.
■ Trip cut short. When your policy ends
■ Trip diversion.
Your policy (and cover) ends on the earliest of the following
■ Missed connections.
dates:
■ Trip disruption.
■ the coverage end date;
■ Travel delay.
■ 3 hours after you pass through Singapore Immigration;
■ Baggage delay.
■ 180 days after your trip started (if you have a single trip
■ Theft of or damage to baggage or personal belongings.
plan);
■ Loss of passport, travel documents & theft of money. ■ 90 days after your trip started (if you have an annual trip
■ Chinese medicine practitioner, physiotherapist and plan); or
chiropractor expenses. ■ the date your policy is cancelled by other terms and
■ Emergency medical evacuation & repatriation. conditions of this policy.
■ Personal liability while on your trip.
■ Medical expenses incurred overseas.
■ Daily hospital cash while overseas.
■ Hospitalisation visit.
■ Child companion.
■ Compassionate travel.
V3 | Oct 2023 29
Starting or ending your policy
Your right to cancel

You can cancel your policy any time before the policy starts and we will refund any premium you have paid, less any
administrative expenses incurred by us.
You cannot cancel or shorten a single trip policy after the cover has started or if you made a claim.
Cancelling an annual trip policy

We will refund a part of your premium as shown in the following table:
Complete months
11 10 9 8 7 6 5 4 3 2 1 0
remaining for policy
How much premium

75% 65% 55% 45% 35% 30% 25% 20% 15% 10% 5% 0%
is refunded
However, we will not refund anything if there are any benefits payable under your policy or if the premium refund amount is less
than S$25.
Our right to cancel

We may cancel your policy by giving you 7 days’ notice in writing.
If we cancel your policy, we will send the notice to the postal address we received from you. We will refund the pro-rata premium
you have paid for any period after the date we cancel.
You will still be able to claim a benefit for an event that happened before we cancelled the policy.
30 V3 | Oct 2023
Important things to know
In this section, we explain the important legal rights and obligations under your policy.
The information you give us needs to be All amounts are in Singapore dollars
correct and complete All amounts payable by you or us in relation to this policy will
be in Singapore dollars. We will convert any eligible expenses
Read all parts of your policy to make sure they are correct you incur overseas into Singapore dollars at a reasonable
Your policy is based on the information you gave us during the foreign currency exchange rate that we choose. We are not
application process, as the information given helped us to legally responsible for any exchange rate-related losses that
decide if you were eligible for the policy, and how much you you may incur.
needed to pay. It is, therefore, important that the information
provided is correct, and you were truthful and accurate with
No benefits are paid if they are illegal
all of the information you provided.
We will not pay any benefit under this policy if paying that
You should let us know immediately if the information you benefit is illegal in Singapore under its economic and trade
gave us during the application was inaccurate, misleading, or sanctions.
exaggerated. You should also let us know immediately if the
information you gave us changes after your policy is active.
No rights for others under the policy
You need to provide correct and complete information You and we are the only parties to your policy. Any person
who is not a party to this policy has no rights under the
Under Section 23(5) of the Insurance Act 1966, we must tell
Contracts (Rights of Third Parties) Act 2001 to enforce any of
you that you have a duty to provide correct and complete
its terms.
information. For the information to be complete, you need to
tell us:
■ everything you know; and Legal action against you
■ everything you could reasonably be expected to know;
If there is legal action against you under this policy, you have
that is relevant to our decision to insure you.
to do the following:
■ You should inform us immediately.
If we later find out that any information is incorrect, or ■ Forward all communication that you receive regarding any
incomplete, we may do any of the following. legal action to us.
■ Not pay your claim. ■ Check with us before communicating to any third party
■ Change your insurance coverage by charging a different (including the police) about any legal action.
premium. ■ You or any person acting for you must not negotiate, admit
■ Cancel your policy and treat it as if it had never been taken or reject any claim without our approval in writing.
out.
We may take over to settle or defend any legal claim
If you need to change your information, or if We may take over any rights to defend or settle any claim and
you have any questions, please contact us at to take legal action in your name to enforce your rights, or
+65 6820 8888 or contact.sg@fwd.com. ours, against any other person.
This is a Singapore insurance contract We may also take legal action in your name (at our own
expense) to recover any payment we have made under this
Your policy is a contract of insurance between you and us, policy to anyone else.
and is governed by the laws of the Republic of Singapore.
Under this contract of insurance, we agree to provide the
benefits and protection based on the terms and conditions set
out in your policy, and you agree to keep to those terms and
conditions.
V3 | Oct 2023 31
Important things to know
Policy owners’ protection scheme

This policy is protected under the Policy Owners’ Protection
Scheme which is administered by the Singapore Deposit
Insurance Corporation (SDIC). Coverage for your policy is
automatic and no further action is required from you.
For more information on the types of benefits that are

covered under the scheme as well as the limits of coverage,
where applicable, please contact us or visit the General
Insurance Association (GIA) or SDIC websites (www.gia.org.
sg) or (www.sdic.org.sg).
32 V3 | Oct 2023
How to reach us
In this section, we explain your options if you have a query or a problem with your policy.
If you have questions
Chat with Faith, our friendly chatbot

Need help? Chat with Faith and she can help you anytime of the day.
Write to us
You can also email us at contact.sg@fwd.com.
Call us
Alternatively, you can call us at +65-6820-8888 if you prefer to speak to our
customer service team.
How to resolve a concern or complaint

We want to resolve any concerns or complaints you may have as quickly as possible. You should follow the steps below to resolve
your concern.
Step 1 The first thing you should do is talk to one of our consultants about your concerns or
complaints. Call our hotline at +65 6820 8888 (9am to 10pm – Mondays to Fridays,
9am to 1pm - Saturdays (excluding public holidays)). The consultant may be able to
Talk to us
resolve your concerns or complaints. If not, they may refer you to a manager.
The consultant will try to resolve your complaints or concerns as soon as possible.
Step 2 If you feel that your complaint has not been resolved, you can write to:
FWD Singapore Pte. Ltd.

Call or write to 6 Temasek Boulevard, #18-01 Suntec Tower 4,
our Customer Singapore 038986
Engagement Tel: +65 6820 8888
Department Email: contact.sg@fwd.com
Website: www.fwd.com.sg
We will respond to your complaint within 3 working days of us receiving it.
V3 | Oct 2023 33
How to reach us
Step 3 If we cannot arrive at a mutual agreement, you may approach the FIDReC, a free, independent and
fair dispute resolution centre for resolution of disputes between financial institutions and consumers.
You can lodge your concerns or complaints by post, online, or in-person. The FIDReC’s details are:
Seek an external
review from Financial Industry Disputes Resolution Centre
the Financial 36 Robinson Road
Industry Disputes #15-01 City House
Resolution Centre Singapore 068877
(FIDReC) Tel: +65 6327 8878
Email: info@fidrec.com.sg
Website: www.fidrec.com.sg
You need to remember to quote your policy number in any communication with us or with FIDReC.
Step 4 Any unresolved dispute must ﬁrst be referred to FIDReC as above. If the sum involved in
the dispute is outside the jurisdiction of FIDReC, you agree to resolve the dispute through
mediation via the Singapore Mediation Centre in accordance with their mediation rules.
Mediation and
arbitration
If you agree to take part in the mediation, you and we will be required to agree to
participate in good faith and agree to adhere to the terms of any settlement reached.
If you choose not to take part in mediation or if mediation fails, the dispute will be referred
to arbitration in Singapore according to the Arbitration Rules of the Singapore International
Arbitration Centre that apply at the point in time. The outcome of the arbitration will be final.
34 V3 | Oct 2023
Important words and phrases
The list below explains the meanings of important words and phrases shown in your policy.
Accident or Accidental Refers to a sudden, unexpected and unintentional event occurring during the period of
insurance that is the only cause of damage or injury to a person, or his or her property’s
external appearance.
Child(ren) Who is/are 21 years of age or younger or up to 25 years of age if they are still studying
full-time on the coverage start date.
Endorsement An extra document attached to your policy that outlines any adjustments that we make
to your policy.
Family member Your spouse or legally recognised partner, children, parents, brothers and sisters,
parents-in-law, brothers-in-law, sisters-in- law, grandparents, grandparents-in-law,
daughters-in-law, sons-in-law, or grandchildren.
Hospital Refers to a facility that meets all of the following requirements:

■ licensed as a hospital under the laws of the country where it operates;
■ has registered nurses and at least one medical practitioner stationed all times;
■ is operated mainly to diagnose and treat injuries or illnesses on an in-patient basis;
■ has organised facilities for X-ray and major surgery; and
■ is not primarily a nursing facility, clinic, nursing home, convalescence home,
psychiatric facility, drug and alcohol rehabilitation facility, preventative medicine
facility or hospice care (except for the terminally ill).
Initial trip deposit The first booking you make for your trip. This can include bookings made for your
transportation, accommodation, or entertainment tickets. Entertainment tickets
include tickets to concerts, sports events, theater performances, amusement parks and
other entertainment purposes.
Injury Damage or harm caused to the body by an external force suffered during the period of
insurance and which is caused only by an accident.
Interested party Any person who happens to be:

■ the policyholder;
■ another covered person;
■ a family member; or
■ a company, business partner, employer, employee, or agent of any of the above.
An interested party, for the purposes of this policy, includes a person who is a medical
practitioner, chinese medicine practitioner, physiotherapist, chiropractor or dentist.
Jewellery Objects such as rings, bracelets, brooches, necklaces, bangles, earrings, watches
(excluding smart watches and fitness trackers), lockets or any ornamental accessory
worn on the body which has inclusions of precious metals or precious or semi-precious
stones.
V3 | Oct 2023 35
Medically necessary The medical service, procedure or supply is necessary according to a medical
practitioner to treat an accidental injury (or illness if applicable).
Also, that medical service, procedure, or supply is:
■ necessary because your medical condition will be negatively affected without it;
■ widely accepted within the medical profession in Singapore, or the country of
treatment, as being effective, appropriate and essential to treat the injury or illness
based on recognised medical standards of the specialty involved;
■ not for cosmetic or aesthetic purposes;
■ not elective, preventative or screening in nature;
■ not for your personal convenience or comfort, or for you to make a profit; and
■ not experimental, unless it is widely recognised by the medical profession in
Singapore as having the potential to become part of conventional western medicine.
Medical practitioner A person who has a medical degree, is licensed or registered in the country in which
they operate, and is accredited by a medical board or equivalent organisation to render
medical services, in the region they practice.
Natural disaster Any event or force of nature that has catastrophic financial or environmental
consequences, or loss of human life, such as an earthquake, tsunami, volcanic eruption,
flood, typhoon or hurricane. Weather conditions that cause little or no effect on
financial, environmental or human loss will not be considered a natural disaster.
Period of insurance The period of time between the coverage start date and coverage end date (both
inclusive) as shown in the Travel insurance summary.
Policy The contract of insurance between you and us. It is made up of the documents listed
below. We will provide them to you in electronic form.
■ This policy wording;
■ Your policy summary;
■ Any endorsement to your policy.
Rebooking fees Reasonable transport expenses (for air, sea or land travel) and accommodation
expenses together with any administrative fees incurred by you to make the trip after
postponing the original trip.
Scheduled public transport Includes modes of transports like planes, buses, ferries and trains that are pre-booked,
where advanced booking or reservation of your seats are required. They must be run by
a licensed carrier or operator to carry fare-paying passengers, and must operate on a
schedule with specific and pre-defined routes and timings set by the operator. This
excludes any taxis, private hire vehicles, or any other ride-hailing or on-demand
services, as well as transportation privately arranged for tours.
Serious public event Means:

■ a natural disaster;
■ a major industrial accident;
■ an unexpected riot or civil commotion;
■ any event that leads to mass cancellation of public transport to/from/around a
location;
■ a terrorist activity;
■ a war or revolution; or
■ an event that causes the Singapore government or the government at the planned
travel destination to warn against non-essential travel to the country.
Travel companion A person with a travel reservation or confirmation to accompany you on your trip.
36 V3 | Oct 2023
Travel insurance summary The document attached to your policy. The summary shows important information
about your policy, including the following:
■ policy number;
■ policyholder and insured’s details;
■ plan name;
■ geographical area;
■ the period of insurance;
■ your premium details;
■ the optional benefits that you paid additional premium for.
Trip A pre-scheduled journey from Singapore to an overseas destination, which is covered

under this policy, and which takes place during the period of insurance, that ends back
in Singapore.
We, us, and our FWD Singapore Pte Ltd, the issuer of your policy.
You, and your Any person covered under this policy.
V3 | Oct 2023 37

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Celebrate living

FWD Travel insurance

This is your contract for your insurance policy.

If you need help, call our hotline: +65 6820 8888

About your policy 1 Starting or ending your policy 29

Quick summary of your benefits 3 Important things to know 31

General exclusions 23 How to reach us 33

Easy to read Who can buy this policy

No cover for travel to certain countries

Specified countries not covered under your policy

Do read your policy carefully so you’ll know exactly what

Maximum benefit limit

Trip cut short S$5,000 S$10,000 S$15,000

Terrorism cover Covered Covered Covered

Maximum benefit limit

Theft of or damage to baggage or personal belongings S$3,000 S$5,000 S$7,500

Overall limit for family plan S$7,500 S$12,500 S$18,750

Sub-limit for laptop / tablet (in total) S$1,000 S$1,000 S$1,000

Sub-limit for mobile phone (in total) S$300 S$500 S$500

Sub-limit for jewellery (in total) S$300 S$500 S$500

Sub-limit for theft of your money S$300 S$300 S$300

Fraudulent personal credit card usage

Car rental excess Not

Maximum benefit limit

Personal liability while on your trip

Adult below 70 years of age S$200,000 S$300,000 S$400,000

Adult 70 years old or older S$40,000 S$60,000 S$80,000

Child covered under a family plan S$60,000 S$90,000 S$120,000

Overall limit for family plan S$500,000 S$750,000 S$1,000,000

Medical expenses incurred overseas

Adult below 70 years of age S$200,000 S$500,000 S$1,000,000

Adult 70 years old or older S$40,000 S$100,000 S$200,000

Child covered under a family plan S$60,000 S$150,000 S$300,000

Overall limit for family plan S$500,000 S$1,250,000 S$2,500,000

Limit for mobility aids Not covered S$500 S$1,000

Limit for dental expenses caused by accident S$2,000 S$5,000 S$5,000

Daily hospital cash while overseas

Automatic policy extension

Maximum benefit limit

Chinese medicine practitioner, physiotherapist and chiropractor

Medical expenses incurred in Singapore

Adult below 70 years of age S$6,000 S$15,000 S$30,000

Adult 70 years old or older S$1,200 S$3,000 S$6,000

Child covered under a family plan S$1,800 S$4,500 S$9,000

Overall limit for family plan S$15,000 S$37,500 S$75,000

Limit for mobility aids Not covered S$500 S$1,000

Limit for dental expenses caused by accident S$2,000 S$5,000 S$5,000

Daily hospital cash while in Singapore

Maximum benefit limit

Trip cancellation for any reason S$1,000 S$3,000 S$6,000

Overall limit for family plan S$2,500 S$7,500 S$15,000

Trip postponement for any reason S$300 S$500 S$1,000

Overall limit for family plan S$750 S$1,250 S$2,500

Trip cut short for any reason S$1,000 S$3,000 S$6,000

Overall limit for family plan S$2,500 S$7,500 S$15,000

Car rental excess Not Not

Sports equipment protector

Protecting your travel plans

Trip cancellation and loss of deposit Trip cut short