FREQUENCY ASKED QUESTIONS
WHAT IS THE POSTPAID FREE TRAVEL INSURANCE PROMO?
This is a program that incentivises postpaid roaming subscribers. With this, postpaid subs get free yearly comprehensive international travel insurance worth up to 3 million pesos every time they travel abroad. Infinity subscribers are all automatically registered while Gold subscribers may enroll thru SMS.
WHEN IS THE PROMO DURATION?
Promo is from March 15, 2008 to March 14, 2009.
WHO CAN AVAIL OF THE PROMO?
All postpaid subscribers except for Smart SUs and Gold corporate accounts. Only subscribers below 70 are eligible while traveling outside the Philippines.
WHO SHOULD ENROLL FOR THIS PROGRAM?
Subscribers who will be traveling soon.
WHAT BENEFITS ARE OFFERED BY MY SMART TRAVEL INSURANCE PROGRAM?
Your Smart Travel Insurance Coverage provides the following protection benefits while traveling outside of the Philippines:
|
BENEFIT |
LIMIT |
|
Travel Accident Insurance |
Php 3,000,000 |
|
Delayed/ Cancelled Flight Protection
(every –hour delay) |
Up to Php 10,000 |
|
Travel Misconnection |
Up to Php 40,000 |
|
Delayed Luggage Protection
(every 6-hour delay) |
Up to Php 10,000 |
|
Lost Luggage Protection |
Up tp Php 80,000 |
|
Lost Travel Document Protection |
Actual cost |
The above coverage is provided for an unlimited number of trips per year, up to a maximum number of:
7 Days per trip for Infinity Subscribers
5 Days per trip for Gold Subscribers
WHAT IF I’M TRAVELLING MORE THAN 5 (OR 7) DAYS?
The first 7 Days of your trip from time of departure will be covered (For Infinity Subscribers)
The first 5 Days of your trip from time of departure will be covered (For Gold Subscribers)
If you are traveling less than 5 (or 7) days, you are covered from the time you depart up to the time you return to the Philippines.
WHAT ARE THE TRAVEL ACCIDENT INSURANCE BENEFITS?
The Travel Accident Insurance Benefit provides protection against loss of life and dismemberment due to accidents occurring while on a trip outside of the country up to Php 3,000,000.00.
WHAT IS FLIGHT DELAY/CANCELLATION/MISCONNECTION PROTECTION?
Reimburses additional expenses necessarily incurred for hotel accommodation, restaurant meals and refreshments if flight is delayed for more than 6 hours due to severe weather conditions, airline strike or equipment failure. Under this feature, the insured may claim up to Php 10,000
WHAT IS BAGGAGE DELAY PROTECTION?
Reimburses purchase of clothing and toiletries necessarily incurred if the checked-in baggage is delayed for more than 6 hours due to mishandling of luggage on the part of the airline carrier. Under this feature, the insured may claim up to P10,000
WHAT IS LOSS OF BAGGAGE PROTECTION?
Pays for the actual or replacement cost of baggage that is lost or damaged while in the care of the airline management. The coverage provides up to Php 80,000.
WHAT IS LOST TRAVEL DOCUMENTS PROTECTION?
Pays for the actual cost of obtaining replacement passports, travel tickets and other relevant travel documents lost as well as additional travel expenses and hotel accommodation incurred to replace lost of travel documents.
ARE THERE EXCLUSIONS?
• Loss or damage resulting from willful, malicious or unlawful act or negligence of the Insured Person
• Any act of war, whether declared or undeclared
• Disease or any kind
• Any illegal or unlawful acts
• Serious injury, sickness , or disease, due to nuclear materials, radiation, poisonous biological, or chemical materials; Loss of, or damage to property arising from ionizing radiation, or contamination from radioactivity
• Hunting, riding, or driving in any kind of race, or participating in any professional sport
• Pregnancy or childbirth, and any injury or sickness associated with pregnancy, childbirth or venereal disease
• Suicide or self-inflicted injuries
• Mental and nervous disorders
• Employed in merchant vessels, engaging in naval, military or air force service
• Diving, oil-rigging, mining, aerial photography, and handling explosives
• Any Pre-existing conditions
• Routine physical examination, cosmetic or plastic surgery, mental or nervous disorders, congenital anomalies
• This policy will also not cover any loss, injury, damage or legal liability arising directly or indirectly from travel in, to or through Afghanistan, Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, Sudan or Syria.
WHAT IS PHILAM INSURANCE CO., INC.?
Philam Insurance Co., Inc. is member of the Philam Group of Companies which includes Philamlife and General Insurance, Philam Care, Philam Plans, Philam Bank, Philam Asset Management, Philam Properties and AIG Credit Card. With assets worth over P 8.9 Billion, Philam Insurance is considered today as one of the largest in the industry.
American International Group (AIG) is a worldwide leader in financial services and the largest commercial insurer in the world. AIG's head office is in New York and has offices in over 130 countries and jurisdiction worldwide. AIG has been in the insurance business for 75 years and has assets worth over US$798 Billion. AIG is a member of the World Travel and Tourism Council. In the Philippines, AIG is represented by the Philam Group of Companies.
REGISTRATION
HOW DO I ENROLL?
All existing Infinity subscribers are automatically registered upon launch. New Infinity activations will be enrolled upon date of line activation.
For Gold, subscribers may register via SMS:
INSURE_ <name>/<address>/<birthday in MMDDYY>/<gender> and send to 433
HOW WILL I GET CHARGED?
Enrollment is free. However to claim insurance in the event of an accident, subscriber must present a billing statement with international roaming charges during the time of travel.
WHEN I REGISTER, HOW LONG IS THE INSURANCE COVER?
Insurance is good for one year upon enrollment for an unlimited number of trips for up to 5 days per trip for Gold and 7 days per trip for Infinity. Launch date of February 20 will serve as the enrollment date for existing Infinity subscribers. For new Smart Infinity Subscribers whose lines are activated after Feb 20, the effectivity of coverage will be the date of line activation. For Gold subs, their registration date will serve as their enrollment date.
WHAT IF I HAVE MULTIPLE SMART GOLD LINES? CAN I REGISTER ALL IN MY NAME?
You can only register your name once. If you have multiple lines, suggest that you register a family member who might be traveling soon. You may register via SMS.
WHAT IF I HAVE MULTIPLE SMART INFINITY LINES? CAN I REGISTER ALL IN MY NAME?
You can only register your name once. If you have multiple lines, suggest that you register a family member who might be traveling soon. A letter of assignee should be filed and submitted to your Smart Infinity Officer. Form can be requested from your assigned officer as well.
CAN I REGISTER A DIFFERENT PERSON BESIDES MYSELF?
Yes, if you are a multi number account you can register those individuals who are using Smart numbers under your name. For Gold, they may register via SMS. For Infinity, a letter of assignee should be filed and submitted to your Smart Infinity Officer.
IS THERE A DEADLINE FOR REGISTRATION?
Gold subs can only register up to March 17, 2009. For Infinity, all subscribers whose lines will be activated starting March 18, 2009 they will not be registered.
WHAT SHOULD I DO IF I HAVE BEEN TRYING TO REGISTER MULTIPLE TIMES ALREADY BUT I DON’T GET ANY RESPONSE?
System is still probably refreshing. Try registering again the next day.
WHAT SHOULD I DO IF I WAS NOT CONTACTED BY MY CMO ABOUT MY FREE TRAVEL INSURANCE COVERAGE?
Call your Infinity Officer to request for a briefing.
WHAT IF I FORGOT TO ENROLL FOR INSURANCE BEFORE LEAVING PHILIPPINES?
If you enroll after your departure from the Philippines, your coverage for that particular trip will start only from the time you enrolled and will end upon return to the Philippines or after 5 (or 7 for Infinity) days, whichever comes first. Subsequently, every trip taken within the policy year after this one shall be covered from time of departure up to your return to the Philippines or after 5 (or 7) days, whichever comes first.
ON CLAIMS
HOW DO I FILE FOR A CLAIM?
To file for a claim, you can contact Philam Insurance Company, Inc. Claims Department at 878-5483 to acquire a Notice of Claim form. The Notice of Claim Form also includes (a) Instruction on How to File a Claim and (b) Supporting Documents required to file a Claim.
You can mail the Notice of Claim Form to:
Claims Department
Philam Insurance
47/F PBCom Tower,
6795 Ayala Avenue cor. V.A Rufino Street
1226 Makati City, Philippines.
Fax: 632 878 5450
WHAT ARE THE REQUIREMENTS TO CLAIM FOR BENEFITS?
Basic Claim Requirements
a. Smart billing statement with international roaming charges for the past 120 days
b. Travel Claim Form – to be provided by Philam.
c. Photocopy of passport
d. Photocopy of airline ticket / boarding pass
Accidental or Death Disablement
a. Police report
b. Birth certificate
c. Death Certificate
d. Post Mortem Report / Autopsy Report
e. Marriage Contract
f. Physician’s report and medical records (relative to the accident)
Flight Delay
a. Certification from the airline / carrier stating scheduled departure time, actual departure and the reasons for delay of flight.
b. Official receipts of expenses incurred due to flight delay.
Cancelled Flight
a. Common Carrier's Cancellation Notice
b. Certification/Affidavit stating the reason for the trip cancellation
c. Documents to support the reason for the trip cancellation
d. Official receipts of expenses incurred due to trip delay/cancellation
Baggage Delay
a. Property irregularity report
b. Receipts of necessary emergency clothing and toiletries due to baggage delay.
c. Proof of delivery / receipt of baggage from the courier / airline.
Lost / Damage to Baggage
a. Claim and complaint report against airline / carrier or other authority or individual responsible for the loss / damage
b. Receipts for items being claimed
c. Property irregularity report
d. Photos of damaged luggage / items
WHAT DO I DO IF MY FLIGHT IS MISCONNECTED/DELAYED/CANCELLED?
If your flight is misconnected/delayed/cancelled because of inclement weather, strike or job action by employees or equipment failure of the carrier and the delay has lasted more than 6 hours with no alternative onward transportation made available to you, any necessary additional expense incurred for hotel accommodation, restaurant meals or refreshments can be reimbursed up to a maximum of Php 10,000.
If this happens, make sure to acquire the following from the airline:
• Airline Cancellation Notice
• Certification/Affidavit stating the reason for Cancellation, Delay or Misconnection
• Airline Ticket/Boarding Pass
You also need to make sure to keep your receipts, your plane ticket and boarding pass as all these documents will be required for submission to Philam when making a claim.
As soon as you return:
• Call the Philam Claims Department at Tel. No. 878-5463 or your CMO to acquire a claim form and a list of other basic documents that need to be submitted for a claim in addition to those mentioned above. Make sure that you do this within 120 days from the date of your return from your trip
• Submit all required documents with a copy of any SMART billing statement for the past 120 days with international roaming usage within the first 5 (or 7) days of your trip when making a claim.
Once you have submitted the complete documents, Philam will process your claim.
WHAT IF THE DELAY IS LESS THAN 6 HOURS?
No coverage is provided for delays less than 6 hours.
WHAT DO I DO IF MY LUGGAGE GETS DELAYED?
If your checked-in luggage gets delayed due to mishandling on the part of the common carrier, and the delay is more than 6 hours, purchase of any necessary clothing may be reimbursed up to the maximum limit of the coverage.
If this happens, make sure to acquire the following documents from the airline:
• Property Irregularity Report
• Proof of Delivery/Receipt of Baggage from the courier/airline
• Airline Ticket/Boarding pass
• Receipts of the necessary clothing purchased as a result of this delay
As soon as you return:
• Call the Philam Claims Department at Tel. No. 878-5463 or your CMO to acquire a claim form and a complete list of documents (in addition to those mentioned above) that will need to be submitted for a claim. Make sure to do this within 120 days of upon your return.
• Submit all required documents with a copy of any SMART billing statement for the past 120 days with international roaming usage within the first 5 (or 7) days of your trip when making a claim.
• Once you have submitted the complete documents, Philam will process your claim.
WHAT IF THE DELAY IS LESS THAN 6 HOURS?
No coverage is provided for delays less than 6 hours.
WHAT DO I DO IF MY LUGGAGE GETS LOST?
If your checked-in luggage gets lost or damaged due to mishandling on the part of the common carrier, your Smart Travel Insurance will reimburse you for the personal effects lost or damaged within the baggage up to a maximum of P 80,000.
If this happens, make sure to secure the following:
• Property Irregularity Report from the airline
• Claim and Complaint Report against the Airline/Carrier responsible for the loss or damage to your property
• Incase of damage, photos of damaged luggage/items
• Receipts for items being claimed
• Airline Ticket/Boarding Pass
As soon as you return:
• Call the Philam Claims Department at Tel. No. 878-5463 or your CMO to acquire a claim form and a complete list of documents that need to be submitted to Philam, in addition to those mentioned above. Make sure to do this within 120 days of upon your return.
• Submit all required documents with a copy of any SMART billing statement for the past 120 days with international roaming usage within the first 5 (or 7) days of your trip when making a claim.
• Once you have submitted the complete documents, Philam will process your claim.
WHAT DO I DO IF I LOSE MY TRAVEL DOCUMENTS?
If you lose your passport or plane ticket due to robbery or burglary during your trip, you can file for reimbursement for the necessary cost incurred for obtaining a replacement passport as well as for additional travel expenses and hotel accommodation.
If this happens, make sure to secure the following:
• Policy report
• Official receipts and record of all expenses incurred that were necessary in obtaining replacements for your lost travel document.
• Plane Ticket/Boarding Pass
As soon as you return:
• Call the Philam Claims Department at Tel. No. 878-5463 or your CMO to acquire a claim form and a complete list of documents that need to be submitted, in addition to those mentioned above, to make a claim. Make sure to do this within 120 days of upon your return.
• Submit all required documents with a copy of any SMART billing statement for the past 120 days with international roaming usage within the first 5 (or 7) days of your trip when making a claim.
• Once you have submitted the complete documents, Philam will process your claim.
WHAT SHOULD BE DONE INCASE OF ACCIDENTAL DEATH OR PERMANENT DISABILITY?
If death or permanent disability (total or partial) occurs as a result of an accident while traveling, the disabled insured or beneficiary must secure:
• Police Report or Statement of 2 Witnesses to the accident
• Death Certificate (in case of Death)
• Post Mortem Report (in case of death)
• Birth Certificate of the Insured (in case of death)
• Marriage Contract (in case of death)
The insured or beneficiary must ensure that notification of claim is made within 120 days after the accident through the following:
• Call the Philam Claims Department at Tel. No. 878-5463 or your CMO to acquire a claim form and a complete list of documents that need to be submitted for a claim, in addition to the ones mentioned above. Make sure to do this within 120 days of upon your return.
• Submit all required documents with a copy of any SMART billing statement for the past 120 days with international roaming usage within the first 5 (or 7) days of your trip when making a claim.
• Once you have submitted the complete documents, Philam will process your claim.
How will my family know that I have travel insurance?
We advise you to inform your family of this benefit as soon as you enroll/are notified by your CMO that you are covered under this special Travel Insurance program.
HOW LONG DOES IT TAKE TO PROCESS MY CLAIM?
Philam will process your claims within 14 days following the receipt of all necessary documents.
WHAT IF I DIE WHILE ENROUTE TO MY DESITINATION? CAN MY BENEFACTOR STILL CLAIM INSURANCE IF I HAVEN’T HAD THE OPPORTUNITY TO USE INTERNATIONAL ROAMING YET?
Yes, this case is an exception. No need to present a Smart billing statement with international service usage. However, other claim documents are still required.
IT IS INDICATED IN THE CLAIMS REQUIREMENT THAT AN AUTOPSY NEEDS TO BE SUBMITTED FOR CLAIMING DEATH INSURANCE, WHAT IF MY RELIGION DOES NOT ALLOW SUCH?
If insured cannot provide an autopsy report due to religious reasons, other methods will be utilized to determine cause of death. From then on, everything will be dealt with on a case to case basis.
IS THERE A CUT-OFF TIME FOR FILING MY CLAIMS?
Yes, you have to notify Philam of your claim no later than 120 days from the occurrence of the claimable event