Yes, you must ensure that you have negative COVID-19 PCR Test result within 72 hours before departing on your scheduled flight from your origin country, unless this is not part of the testing & quarantine procedure imposed by the government of the destination country at the time You travel into the Country of Arrival.

No. The COVID Travel Pass policy is not cancellable or refundable once the Certificate of Insurance is issued.

Please call Europ Assistance Travel & Medical hotline number: 603-2302 0033. It is important that you call this number for more details before you take any action. As for outpatient treatment, please retain all original receipts and submit the claim to Tune Protect.

COVID Travel Pass covers eligible hospitalisation treatment expenses for COVID-19 patients who are in Stage 3, 4 or 5 only.

Cashless admission can be arranged if you are hospitalised and incurred Reasonable and Customary Charges covered under Inpatient Medical Expenses due to Accident and/or Sickness benefit and Inpatient Medical Expenses due to COVID-19 Stage 3 to Stage 5 as a result You are being tested positive for COVID-19 benefit.   

For hospital cashless admission service, You must contact Europ Assistance at 603-2302 0033 immediately if You are required to be hospitalized in Malaysia. If You fail to obtain the authorization of Europ Assistance or You or any person acting on Your behalf does not notify Europ Assistance prior to incurring such expenses, this hospital cashless admission service may not be provided to You.

No, the COVID Travel Pass policy is not cancellable or refundable.

Yes, the medical expenses coverage of RM 350,000 covers the whole insurance period while you are in Malaysia, for up to 90 days.

No, you can’t alter the policy start date. The coverage commences when you check in at the point of immigration and have obtained immigration clearance to enter in Malaysia, or the commencement date as specified in the Certificate of Insurance, whichever is later.

No. The maximum coverage duration is 90 days.

In the event you are covered by more than one policy purchased through AirAsia and/or its affiliates, the benefits will be payable by the policy that provides the greatest amount of coverage. If the coverage for each policy is identical, we will only entertain the claims for the policy that was first issued.

No. Pre-existing conditions will be excluded.

First, please check your junk/spam mailbox. If the email is not there, you are advised to write to [email protected] with your AirAsia booking number and policyholder name. Our team will respond to you within 2 working days.

If you purchase your flight and insurance via a travel agent, please obtain your Certificate of Insurance from your travel agent/agency if they didn’t put in your email as point of contact when purchasing the policy. You will need the Certificate of Insurance for immigration clearance purposes.

Please call Europ Assistance Call Centre Hotline number at 603-2302 0022 or Travel & Medical Hotline number at 603-2302 0033 for assistance.
You can also email us at [email protected]