Customer support measures for Travel Insurance amid Middle East conflict
In response to the recent Middle East conflict (the “Incident”), it is classified as war. Any claims arising directly or indirectly from this Incident fall within the war exclusion and are therefore not covered under the Travel Insurance policy.
We understand that travellers may be feeling anxious about their travel arrangements amid the evolving situation. Recent developments have disrupted air travel in certain regions, and flights operating to, from, or over affected airspace may experience delays, diversions, or cancellations over the coming days.
In light of these uncertainties, we are committed to supporting our customers during this time. We are pleased to introduce the following customer support measures to help ease concerns and provide assistance.
- Free extension of Period of Insurance – All affected Insured Persons who are unable to return as planned due to travel disruptions can enjoy a one-time free extension of the Period of Insurance of up to 7 days.
- Full refund before policy inception – If an Insured Person changes the travel plan and notifies us before the policy start date, a full cancellation of the Travel Insurance policy with a refund of premium will be provided.
Under our current policy terms and conditions, the benefit of Cancellation of journey for any reason remains valid. We will compensate 50% of the loss of travel fares or travel and accommodation deposits if the Insured Person purchased Plan A of iTravel Go (Single Trip) or iTravel Go (Annual) Insurance before or within 7 days of making the initial payment or deposit for the trip.
Where the Hong Kong Government raise a Black Alert, Red Alert or Amber Alert against any of the relevant countries under the Outbound Travel Alert system due to war, the war exclusion will apply. However, if a Black Alert, Red Alert or Amber Alert are raised under the Outbound Travel Alert system for non-war reasons, or due to any circumstances that do not conflict with the general exclusions, benefits relating to trip cancellation or trip rearrangement for returning to Hong Kong will be covered, subject to the terms and conditions of the policy.
For details of coverage, terms, conditions, and exclusions, please refer to the relevant policy wording.
Should you have any questions or require further assistance, please feel free to contact our Customer Services Hotline at +852 3122 6922 (9:00am – 5:30pm, Monday to Friday except public holidays).
