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How to Make a Claim

1

All claims notifications must be sent to Travel Guard Claims Department within 30 days after the occurrence of any event which may give rise to a claim. Notification can be verbal or written form, followed by the request of a Travel Claim form.

2

To enable the Claims Department to most efficiently process the claim, the following information should be provided at the time of notification:

  1. Policy Number, Policy Schedule
  2. Circumstances of the accident/loss;
  3. Date/Place of accident/loss;
  4. Extent of loss; and
  5. Contact name, telephone number and email address.
3

Please contact:

Travel Guard Claims Department – Bao Viet Insurance Corporation

Address: No. 8 Le Thai To, Hoan Kiem Ward, Hanoi City.

Phone: TBC

Email: TGclaim@baoviet.com.vn

Or call your insurance broker / travel agent for a copy of Travel Claim Form.

4

The Claim Form must be completed, signed and submitted to the Travel Guard Claims Department together with the following supporting documents:

  1. Insurance policy
  2. Boarding pass for all flight segments, or clear copies/photos;
  3. Photocopy of passport (page with your information and pages with visa, Vietnam Immigration Department's exit & entry stamps for the trip);
  4. Photocopy of Airline ticket (itinerary) / Travel itineraries;
  5. For a Family policy, please provide the copy of air ticket, passport of all members under the policy and copy of birth certificate of children; and
  6. Supporting document on the incident's circumstance and claimed amount according to section of loss stated below:

Medical Expenses and Post Medical Treatment

  • Medical report / doctor's memo / inpatient discharge summary (stating clear diagnosis, medical history).
  • Original medical, hospital, ambulance bills and payment receipts.

Travel Delay

  • Official confirmation from carrier(s) specifying the reason of delay, details of any itinerary change including the original and revised itineraries / the actual time of arrival.
  • Travel itinerary and boarding pass.

Remarks: Departure point must be outside the location of trip origin.

Baggage Delay

  • Property irregularity report.
  • Acknowledgement receipt on date and time baggage received.
  • Travel itineraries and boarding pass.

Loss of Travel Documents

  • Police report.
  • Transportation and accommodation receipts in obtaining replacement travel documents.
  • Receipts for replacement/temporary travel documents.

Loss / Theft / Damage of Personal Effects

  • Property irregularity report / hotel / police report / relevant authorities.
  • Purchase receipts.
  • Repair receipts / quotations.
  • Compensation letter from airline / hotel / any other parties.

Reimbursement of Cancellation / Postponement / Curtailment / Disruption

  • Booking confirmation / invoice.
  • Official refund confirmation from the relevant parties.
  • Medical report/memo from the doctor advising the fitness to travel.
  • Copy of the death certificate (where applicable).
  • Proof of relationship to the insured person.
  • Proof of unused entertainment ticket/frequent flyer points (for Disruption Benefit).

Car Rental Excess Charges

  • Car rental agreement.
  • Damage report.
  • Final repair bill and receipt.

Personal Accident Benefits (where applicable)

  • Death certificate.
  • Medical reports, autopsy and toxicology report.
  • Police report and findings on the alleged accident.
  • Copy of grant of probate or letter of administration.
  • Certified copy of ID card of the beneficiary / child's birth certificate (for Child Education Grant Benefit).

Personal Liability Abroad

  • Third party details involved in the incident.
  • Details of any solicitor you have engaged.
  • All correspondence received from any third party or their representatives.
  • Receipts.
Disclaimer: We recommend you read the full policy wording. This guide does not in any way override the terms and conditions of the policy wording and only serves as a reference for the general documentation required for each type of claim. Actual documents required will vary case by case.