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FREQUENTLY ASKED QUESTIONS

WHAT IS TRAVELSURE?

TravelSure is a comprehensive personal accident and emergency medical treatment insurance coverage benefit while you are on travel status anywhere outside Malaysia or in Asia. The TravelSure policy starts from the insured’s scheduled departure time indicated in the Itinerary Receipt issued to the insured. The policy will cover the guest a maximum of 30 days or after the scheduled time of arrival whichever comes first.

 
WHAT OTHER BENEFITS DOES TRAVEL SURE PROVIDE?

TravelSure gives you the ultimate protection possible not only from accidents and medical services but also for loss/delay/damage to your-checked in baggage, flight delay, trip curtailment and cancellation for medical or legal emergency.

 
DOES TRAVELSURE ENFORCE AN AGE LIMIT?

Yes, the Guest must be at least 1 yr. old and not exceeding 65 years of age to qualify for TravelSure.

Infant 16 days old to below 1 yr. old is entitled for a free Personal Accident coverage limited to 10% of the stated adult benefit.

 
WHEN SHALL THE POLICY COMMENCE AND END?

This policy is effective while the insured guest is on travel status during the policy period specified in the schedule provided. The cover commences

(1) Except for Flight Cancellation benefit, the cover commences upon check in on the First Departure Date for a Scheduled Flight

(2) The cover for Flight Cancellation benefit commences 24 hours from the purchase date of the Air Ticket with Travelsure.

The cover ceases under the following conditions:-

Return Plan

(1) Except for Flight Cancellation benefit, the cover ends:

(a) upon expiry of 30 days from the First Departure Date

(b) upon checking in at point of immigration for travel outside the Country of Arrival, other than return to Malaysia;

(c) upon departure from the airport of the Country Of Arrival in the event that the Insured person change his/her original Schedule Flight and does not travel back as indicated in the Original Travel Itinerary.

whichever comes first

(2) The cover for Flight Cancellation benefit ends upon the First Segment’s Departure Date;
One Way Plan

(1) The cover for Flight Cancellation benefit ends upon the First Segment’s Departure Date.

(2) Except for Flight Cancellation, terminates upon arrival at the country of destination.

 
WHAT IS MY MAXIMUM DAY OF COVER?

The maximum day of cover is thirty (30) days per any one Return Trip.

 
WHAT HAPPENS TO MY TRAVELSURE RETURN TRIP PLAN IF CEBU AIR INC. RESCHEDULES MY RETURN FLIGHT TO A LATER DATE?

Your TravelSure Travel Insurance Return Trip Plan is automatically extended to cover you up to a maximum of 3 days if your Return Flight is rescheduled by Cebu Air Inc. to a later date.

 
HOW MUCH DOES IT COST? AND WHERE CAN I PURCHASE IT?

Only MYR 14.00 per guest for a one-way plan and MYR 30.00 per guest for a return plan. A guest may purchase TravelSure by booking online at https://www.cebupacificair.com

 
WHAT IF I HAVE PREVIOUSLY CONFIRMED ONE-WAY FLIGHT AND AVAILED OF TRAVELSURE THEN EVENTUALLY DECIDES TO BOOK MY RETURN FLIGHT CAN I UPGRADE MY ONE-WAY TRAVELSURE?

You can add another one-way TravelSure for your return flight by creating another booking but cannot upgrade the original one-way Travelsure to a round-trip Travelsure. Covers apply per one-way trip.

 
WHO SHALL BE NAMED INSURED?

The insured refers to the person named in the Cebu Pacific Booking.

 
WHERE SHOULD I INDICATE MY NOMINEE FOR RECEIVING BENEFITS?

You don't need to indicate a nominee for your TravelSure policy. Flight or Personal Accident benefits paid due to a fatal accident will be made to the estate of the Insured while other benefits are paid directly to the Insured.

 
CAN A GUEST REFUND HIS/HER INSURANCE?

No.

 
WHAT IF A GUEST REBOOKS HIS FLIGHT? CAN THEY ALSO REBOOK THEIR INSURANCE?

If flight is rebooked to another date/time but with the same route, Insurance will be carried over to the rebooked flight. However, if the flight will be rerouted, meaning guest rebooked to different route, the Insurance will be forfeited. However, guest may purchase new insurance for the new route/s selected.

 
CAN I CANCEL MY TRIP FOR ANY REASON AND GET ALL MY MONEY THROUGH MY TRIP CANCELLATION BENEFITS?

The Trip Cancellation Benefit is only applicable for insurance reasons indicated in the full terms and conditions. Covered reasons include, but are not limited to, unforeseen emergencies such as illness, injury or death involving you, your travel companion and/or an immediate family member. Pre-Existing conditions are not covered.

 
CAN I STILL BUY TRAVEL SURE EVEN IF I HAVE A PRE-EXISTING CONDITION?

Yes, However any claim arising out of a pre-existing condition will not be payable as the policy excludes all pre-existing conditions.

 
DOES MY BAGGAGE BENEFIT COVER THEFT?

Yes, Travel Sure covers theft as long as it occurs while the baggage is in the possession of the common carrier/ Airline Company and proof of such loss must be obtained in writing from the common carrier/airline company and submitted to the Company.

 
WHAT DO I DO IF I NEED TO MAKE A CLAIM?

You may request for a list of documents needed for claims thru claims.travelsure@tuneinsurance.com or

you may call the service hotline at +603 2056 6200

 
HOW LONG IS THE CLAIMS PROCESSING TIME?
Claims will be processed within 14 working days after you have submitted all required documentation.
 
WHAT DO I DO IF I DISAGREE WITH THE CLAIMS DECISION MADE?

Insurance Company will advise you in writing of your right to appeal the claim decision and the procedures for filing an appeal.

Any policyholder who is not satisfied with the decision of an Insurance Company may write to the Mediator, giving details of the dispute, the name of the Insurance Company and the Policy Number. Copies of the correspondence exchanged between the Policyholder and the Company must be submitted to facilitate matter.

Should you dispute a claim or have a complaint regarding us or any issue in respect of the insurance you may write to:

The Chief Executive Officer,

Tune Protect Malaysia
Level 9, PNB Damansara
No.19, Lorong Dungun
Damansara Heights
50490, Kuala Lumpur


Or you may write to:

(for Complaints & Claim disputes)
Customer Service Bureau (CSB)
Bank Negara Malaysia
Jalan Dato Onn
50480 Kuala Lumpur
Malaysia

or

(for Claim disputes only)
The Financial Mediation Bureau
Level 25
Dataran Kewangan Darul Takaful
50000 Kuala Lumpur
Malaysia




Malayan Insurance
Security and Privacy | Terms and Conditions

Cebu Pacific has forged strategic ties with Malayan insurance bringing to fore the exclusive TravelSure insurance cover for discerning Cebu Pacific guests. TravelSure offers maximum protection at very low premiums.