FAQ
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1. Who provides my AirAsia Insure Travel Protection cover?
Your AirAsia Insure Travel Protection is especially designed for AirAsia customers by AirAsia through ACE Insurance Limited.

2. How do I purchase AirAsia Insure Travel Protection?
You can purchase your AirAsia INSURE Travel Insurance by adding it to your AirAsia itinerary when purchasing a ticket for an international flight departing from Australia through airasia.com or through Web Check-In and Manage My Booking.

3. Does AirAsia Insure Travel Protection enforce an age limit?
Yes. AirAsia INSURE Travel Insurance provides cover to persons aged from two (2) to seventy-five (75) years of age. Cover for up to two (2) Infant Children aged between 9 days and 24 months is included at no extra cost.

4. What is my insurance coverage under the AirAsia INSURE Travel Insurance program?
AirAsia INSURE One Way Trip Travel Insurance includes cover for loss of deposits and cancellation charges, luggage and travel documents and accidental loss of life and permanent loss. For a full list of the benefits click here

AirAsia INSURE Round Trip Travel Insurance includes cover for overseas medical expenses, additional expenses and emergency medical evacuation, loss of deposits and cancellation charges, luggage and travel documents, replacement of money, rental vehicle excess, travel delay, cash in hospital, public transport hijacking, personal liability, accidental loss of life and permanent loss and loss of income.  For a full list of the benefits click here

Please consult the AirAsia INSURE Travel Insurance Policy Wording and PDS for a full description of the terms, conditions and exclusions of cover.

5. Where can I obtain the Full Terms and Conditions of my AirAsia INSURE Travel Insurance?
You can download the Policy Wording and PDS here: AirAsia Insure Travel Protection Policy Wording PDS

6. Does AirAsia Insure Travel Protection cover sports and other similar activities?
No, your AirAsia INSURE Travel Insurance does not provide cover for claims arising from most sporting activities. Please refer to the policy's full terms, conditions and exclusions for more details.

7. If I am travelling with my friend, do we both need to buy separate travel insurance policies? 
Yes, you both need to buy separate policies.

8. Can I still buy AirAsia Insure Travel Protection if I have a Pre-existing Medical Condition? 
Yes, you can purchase AirAsia INSURE Travel Insurance if you have a pre-existing medical condition.  However, claims arising from pre-existing medical conditions are excluded, unless the pre-existing medical condition falls within the list of approved medical conditions set out in Section 9 of the AirAsia Insure Travel Protection Policy Wording

A "Pre-existing Medical Condition" refers to any injury, sickness, disease, illness or other medical condition for which medication, treatment or advice has been received, or any condition of which a reasonable person would be expected to be aware, prior purchasing your AirAsia INSURE Travel Insurance.

9. Do I need a medical examination to apply for AirAsia INSURE Travel Insurance?
No. A medical examination is not required. However, please note that claims arising from pre-existing medical conditions are excluded under AirAsia INSURE Travel Insurance, except claims arising from the approved Pre-Existing Medical Conditions. Please see FAQ 8 for more information.


10. Can I pay extra to cover pre-existing medical conditions?
No, there is no option to pay extra to obtain cover for pre-existing medical conditions under AirAsia INSURE Travel Insurance.


11. Can luggage cover under the AirAsia INSURE Travel Insurance policies be increased?
No, there is no option to increase the cover provided for luggage, or any of the other benefits.


12. Is a video camera or any other item on loan or hire for the Journey covered?
Yes, loaned items are covered under AirAsia Insure Travel Protection, subject to the applicable terms, conditions and exclusions. For example, video camera equipment must accompany you as personal cabin baggage, and must not be left unattended in a public place. We regard these items as 'personal effects'. Any claim arising must first be made under the owner's insurance, if applicable.*


13. Are gifts and articles purchased during the Journey covered?
Yes, they are covered under the AirAsia INSURE Travel Insurance policies, subject to the terms, conditions and exclusions. For example, household furniture is excluded.*


14. Would a suitcase shipped home early to save costs on excess baggage be covered under the AirAsia INSURE Travel Insurance?
No, any unaccompanied luggage is not covered unless transported by the carrier with whom you are travelling and arranged in conjunction with your travel ticket.*


15. If the Customs Department were to take wooden carvings and stuffed animals from me, could I make a claim under the AirAsia INSURE Travel Insurance?
No, cover for claims arising from confiscation by authorities is excluded.


16. Is luggage that is locked in the boot of a car covered?
If luggage is not left in the car overnight, certain luggage items will be covered if forced entry has been gained and they have been stolen.  A police report is required within the 24 hours of the theft. Cover is not provided for jewellery, camera and video camera equipment, sound equipment, mobile phones or portable computer equipment left unattended in a motor vehicle at any time, even if left in the boot of a car.*


17. Can I amend my AirAsia INSURE Travel Insurance?
Yes, you are allowed to make changes to some aspects of your AirAsia INSURE Travel Insurance within the 14-day cooling-off period, before you commence your trip.  For example, you can change your plan option, or travel period options, or you can cancel the policy.  However, after this period, the policy is considered non-refundable and if you change your travel plans, you will need to purchase a new policy.


18. Can I purchase AirAsia INSURE Travel Insurance if I am not a resident of Australia?
You can purchase AirAsia INSURE Travel Insurance even if you are not Australian and/or do not live in Australia as long as you have purchased a ticket from AirAsia for an international flight departing from Australia.


19. Can I purchase AirAsia INSURE Travel Insurance if I am traveling for more than 30 days?
No, AirAsia INSURE Round Trip Travel Insurance is available for trips of between 1-10 days and 11-30 days. Coverage for trips longer than 30 days is not available at this time.


20. Am I still covered by AirAsia INSURE Travel Insurance if I catch a connecting flight to a different destination?
Coverage is limited to AirAsia flights, to the destination noted on your international ticket.


21. If a natural disaster hit the country I'm just about to visit, if I had cover under an AirAsia INSURE Travel Insurance policy, could I cancel my Journey and make a claim?
Yes, you could claim for travel cancellation expenses in these circumstances, subject to the terms, conditions and exclusions of the Policy Wording and PDS. Excesses and limits apply.*


22. What shall I do if I have an accident when abroad?
If you are travelling under Round Trip Travel Insurance and you are in need of emergency medical assistance, please contact ACE Assistance directly at 61 2 8907 5666.

For all other travel insurance inquiries from Australia please contact ACE, using the following contact details:

Telephone : 1800 027 227
Facsimile : (02) 9335 3467
E-mail : CustomerService.AUNZ@acegroup.com .


23. How do I file a claim?
Please download the Claim Form and fax and post the duly completed Claim Form, together with all supporting documents, to the fax number or address stated in the Claim Form.


24. How long does it take before my claims are processed?
ACE Insurance strives to ensure all claims are processed within 7 days after the claim and all the required documents have been submitted.


25. What is the time limit for me to file a claim?
All claims must be submitted to ACE Insurance within 30 days after the event giving rise to the claim, together with the supporting documents, unless this is not reasonably possible.

*Cover is provided subject to all terms, conditions and exclusions of the AirAsia INSURE Travel Insurance Policy Wording and PDS, which you should read prior to purchasing the policy to ensure it suits your needs.



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