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.

Please submit your completed claim form together with required claim documents to us at the below address:

Chubb Insurance Company Limited (Vietnam)
9 Dinh Tien Hoang Street, 8/F
Da Kao Ward, District 1
Ho Chi Minh City, Vietnam

For claims assistance please call/email our Customer Service:

Chubb Travel Insurance Customer Service
Chubb Hotline: 84-(8) 3910 7300 (Mondays to Fridays, 8.30am to 5.30pm)
Fax : +84 (8) 3910-7228
E-mail: travelclaims.vn@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 carrier’s 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. Submit your claim by using 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 travelclaims.vn@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 days for emailed claims and within 5 days for posted claims.
  7. Should you have any query in relation to your claim including a status update please contact our Claims at travelclaims.vn@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 claims form;
  • Policy/ Insurance Certificate;
  • Photocopy of identification card or passport;
  • Photocopy of air ticket and boarding pass;
  • 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)
  • Hospital and/or Physician’s report(s) giving details on the nature of the Injury and the extent of Injury and relevant report (if any);
Personal Accident: Permanent Total Disablement or
Personal Accident: Loss of Limbs or eyes
  • Hospital and/or Physician’s report(s) giving details on the nature of the Injury and the extent of Injury and relevant report (if any);
  • Police report where relevant;
  • A detailed description of how the Accident occurred, and the Injury sustained;
Child Education Fund
  • Copy of birth certificate
Medical Expenses
  • Medical report; and
  • Proof of cost (e.g. doctor’s invoice/receipt)
Compassionate Allowance or
Child Guard
  • Medical report or in the event of death a copy of death certificate
Hospital Income
  • Medical report; and
  • Hospital bill
Personal Liability
    • All relevant documents including any correspondence exchanged with the third party claimant;
    • Copies of the summons, court documents, solicitors' and other legal correspondence, if any.

      Note: the Insured Person must
    • (i) Immediate written notify the Company of the possible claim indicating the nature and circumstance of the incident or event;
    • (ii) Not admit liability or make any offer, promise or payment without prior consent from the Company;
    • (iii) Immediately pass to the Company any writ, summon or other notice of legal proceeding from any third party upon receipt and not answer any of them;
    • (iv) Provide the Company with the following information:
      • - Full contact particulars of the third party claimant;
      • - What happened, where and when?;
      • - Full description of the damage or particulars of the injured/sick;
      • - When and how did the Insured Person become aware of the matter?;
      • - What is the estimated amount of the claim?
Trip Curtailment/ Trip Cancellation and Aircraft Hijacking
  • Schedule of original Trip and confirmation of travel agent on the breakdown of the portion of the original trip that was not utilized;
  • Physician’s report / Death certificate (if Trip curtailment is due to death/ Injury/ Sickness);
  • Proof of relationship of the Insured Person’s Family Member; 
  • Hotel statement for accommodation;
  • Ticket purchase receipt;
  • Invoice of amount paid in advance;
  • Proof of Hijacking;
  • Document confirming amount refunded and the cancellation charges.
Travel Delay or
Travel Misconnection
  • Notification from the airline or transport carrier confirming reason for the delay; and
Baggage Delay
  • Travel itinerary;
  • Property irregularity report from carrier;
  • Receipt of acknowledgement on returned baggage;
  • List of emergency purchase of essential clothing and toiletries and original purchasing receipts;
Loss of:
Personal Effects and Baggage; or
Personal Money; or Travel Documents
  • Property irregularity report if baggage is lost or damaged by carrier / hotel management;
  • Police report stating the time, date and the cause of loss;
  • A list of lost or damaged items, including details of the quantity, description, actual cash value and amount of loss or damage;
  • All original receipts and related documents to verify the value of the items listed should be attached. (All items over US$100 must be accompanied by an original receipt);
  • Quotation/ invoice for reparation or replacement; Original receipts of the fee for passport replacement;
  • Confirmation in writing of carrier or other liable parties on amount recoverable;
  • Supporting documents for the amount of loss cash (money withdrawal receipt, money exchange slip, etc.);
  • Original receipts of the fee for passport replacement;
    Note: the Insured Person must immediately report any loss or damage to the proper authorities having jurisdiction at the place of loss or damages (within 24 hours).
Credit Card Protection
  • Original copy of the bank credit card monthly statement to show the outstanding balance at the time of accident.

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.