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Travel Easy Frequently Asked Questions

  1. What is Tune Protect Travel Easy?

Tune Protect Travel Easy is a comprehensive insurance plan designed specifically for the needs of an Individual and a Family who will be travelling domestically or internationally. The major benefits provided are medical related benefits, personal accident benefits, travel inconvenience benefits and 24/7 Worldwide Travel Assistance.

 

  1. What is the age limit to purchase Tune Protect Travel Easy Plan?

Family Plan: Minimum 30 days and up to maximum of 75 years Individual Plan: Age band is between 18 to 75 years

 

  1. Who is eligible to purchase?

All Malaysians or Residents who have permanent address in Malaysia and departing from Malaysia.

 

  1. Can I purchase Tune Protect Travel Easy after I have departed and still be covered?

No. You must purchase the cover prior to your scheduled departure.  

 

  1. What is the maximum period of coverage?

One Way Trip: Upon expiry of 3 days (72 hours) from the first arrival date.
Return Trip: 180 consecutive days for an overseas trip.a
Annual Trip: 30 consecutive days for an overseas leisure travel trip and 90 consecutive days for an overseas business travel trip.

 

  1. If I am travelling to multiple countries, do I need to buy a separate plan for each country? Which area should I select?

If you are travelling to multiple countries within the same trip, you can be covered under one policy. Please select the furthest country as listed under our area of coverage.

 

  1. Which Travel Insurance plan should I buy if I were to travel domestic (within Malaysia) and overseas in a single trip?

You are required to purchase 2 separate plans ie. Domestic Plan and International Plan.  

Buy Travel Insurance here

 

  1. Can I extend my Tune Protect Travel Easy policy period after the commencement of my trip?

Yes. Your coverage can be extended at our sole discretion for up to 30 days from the expiry of the period of insurance without payment of any additional premium if you are hospitalized and / or quarantined overseas as recommended by a doctor which it is deemed reasonable by us and prior to the insurance expiry. Benefits for the extended coverage are limited to Section 2 – Travel Inconvenience Benefit only.

 

  1. Will I be covered for an illness that I am already suffering from or have suffered in the past?

No. Tune Protect Travel Easy does not cover any pre-existing condition occurring within 120 Days prior to the policy effective date.

 

  1. Can I continue my medical treatment in Malaysia for injuries sustained overseas?

Yes, if you suffered from a disability while travelling on an overseas trip and subsequently seek follow-up treatment in Malaysia, you will be reimbursed the Medically necessary expenses incurred within 30 days upon arrival to Malaysia, subject to the medical expenses limit specified in the Schedule of Benefit.

 

  1. What do I need to do if there are changes to my contact details or trip information?

You may email to [email protected] to inform on the changes.

               

  1. Can the policy be cancelled?

You may cancel your policy by giving us 30 days written notice to our email address at [email protected].

  1. Your annual policy will be cancelled from the 1st day of the month following a cancellation request and refund of premium is in accordance with the short period rate table used by us for the unused period of cover.
  2. Your single trip policy can be cancelled subject to our approval provided that your request date is prior to the commencement date of the trip or period of insurance.

 

  1. Who is your Emergency assistance company?

Europ Assistance Malaysia , Jalan Professor Khoo Kay Kim, Pjs 13, 46200 Petaling Jaya, Selangor, Malaysia

               

  1. Whom do I contact for travel or medical assistance while being overseas?

Please call Europ Assistance Malaysia (EAMY) at +603-2302 0033. Please contact EAMY prior to any admission into Medical Centre / Hospital whilst abroad.

               

  1. I need to make a claim, what should I do?

Please submit your claim within 30 days of you becoming aware of an incident or loss leading to a claim.

               

  1. What should I do if I required medical evacuation?

In the event of you requiring medical evacuation or repatriation please contact Europ Assistance Malaysia as soon as possible via telephone No +603-2302 0033. In this instance it is cashless i.e. you will not be required to pay except where the ‘benefit’ limit has been exceeded.

               

  1. What Documents will I need?

Please refer to the Claim Form for the Checklist of Required Documents. Where required, we shall request for further documentation and / or information from you to access your claim.

               

  1. Do I have to pay my medical bills abroad?

In cases requiring medical attention but not relating to evacuation or repatriation, you shall have to pay the costs of the medication and seek reimbursement.

               

  1. I don't have receipts for my personal items. Can I still make a claim?

You may make a claim but please be aware that we require proof of ownership for the item(s) therefore it is a minimum requirement that you provide evidence of ownership. We may accept Warranty Cards and credit card statement as evidence of proof of ownership.

               

  1. Will I have to bear any ‘Excess’?

Under Tune Protect Travel Easy, excess applies to Loss or Damage to Baggage / Personal effects and to Medical Expenses. The excess amounts differ depending on the Plan i.e. Individual or Family and between Domestic and International Travel. Please refer to the Schedule of benefits for further details.

               

  1. Am I covered for medical expenses should I be diagnosed with swine flu (H1N1) whilst on my trip?

Under the Tune Protect Travel Easy General Exclusions which is applicable to the entire policy, it is stated that the insurance does not cover any loss resulting directly and indirectly (in whole or in part) from pandemic or epidemic which includes swine flu (H1N1), thus the claim will not be payable.

               

  1. Am I insured whilst pregnant?

Yes you are. However, you are NOT covered in any cases of miscarriage or childbirth, or any treatment relating to birth control or treatment pertaining to infertility or any other complication arising there from.

               

  1. Can I cancel my trip if one of my relatives are taken ill (1) before my trip or (2) during my trip?

The policy does not define relative but defines immediate family member as legal spouse, parents & parents-in-law, children & children–in–law, siblings and grandparents.

If any one of the immediate family member is admitted into hospital (where it is medically necessary and not for a routine check-up) then you may (1) cancel prior to leaving for the trip or (2) ‘Disruption’ as in cancel midway through the trip and the policy will cover the loss.

This is merely a general explanation; please refer to the policy for more details.

               

  1. What is the definition of Immediate Family Members?

Immediate family member refers to:

1. Legal Spouse;

2. Legal, Adoptive And / Or Biological Children;

3. Children-In-Law;

4. Siblings;

5. Parents;

6. Parents-In Law;

7. Grandparents of the insured who resides in Malaysia.

               

  1. I’m due to go on holiday in a few days time and there has been a natural disaster which may cause me some travel disruption - will I be able to claim if I cancel my trip?

As a result of natural disasters such as volcanic eruption, flood, earthquake, tsunami, hurricane or wildfire in your place of residence occurring within 14 days prior to departure from Malaysia, you may claim

If you cancel your trip and suffer loss of deposits or charges which has been paid in advance or which is contracted to be paid for the Trip for all or one of the following:- 1. air-ticket 2. hotel 3. tours 4. car rental

               

  1. I am already on holiday and during that time there is a natural disaster, will I be able to claim if I cancel my trip to return home?

You are covered for natural disasters but only in your planned trip destination(s). As an example, if your planned trip is to Tokyo, Japan, then you may claim for the cancelled trip if the natural disaster happens in Tokyo. If the disaster is in another city it is not covered.

               

  1. My travel has been delayed due to adverse weather conditions, what should I do?

You may claim under the policy for the delay with written confirmation from the carrier (e.g. airline) but subject to terms & conditions of the policy.

               

  1. During my holiday, am I covered in the event of injury as a result of a terrorist attack?

Yes. You are covered for Personal Accident and/or Medical treatment for the injury sustained. You are advised to refer the policy wordings for full details.

               

  1. What if my baggage is stolen while I am on holiday?

If the theft occurred in an aircraft, vessel or train please notify the responsible officer immediately. On the other hand, if the theft occurred from a motor coach or during your stay in the hotel, please notify the police no later than 24 hours. We require a written report from the relevant authorities when you make a claim for the theft

               

  1. Am I covered if my flight is delayed and I missed a connecting flight?

The departure flight from Malaysia is covered for flight delay exceeding 6 hours however the policy does not cover missed connection therefore the policy will not pay for it.

 

  1. My entire family is travelling with me. In case there is a burglary at home, will the policy cover us?

The policy has a Home Care Benefit cover that protects your home contents against theft up to the limit of Sum Insured specified.

               

  1. Can I claim for theft of home contents If a member of my family is at home while the rest of the family are away on holiday?

The policy covers if the house is left vacant for the duration of the trip and the theft occurs after the trip commences and before your return home. Since a member of the family was at home when the theft occurred the claim is not payable.

               

  1. In my up-coming trip I intend to drive a rental car. If I meet with an accident, am I covered?

It is important to ensure that you have a valid driving license to drive in your destination country. If you meet with an accident, you are covered by the policy. Please note however, that you will not be covered under the Personal Liability section as this cover should be provided by the car rental company.

               

  1. How are Tune Protect Travel Easy Insurance claims paid?

Payment of any claim shall be in Ringgit Malaysia (by cheque) or its equivalent in other currency (by Bank Draft) at the prevailing rate as per Bank Negara Malaysia (Central Bank of Malaysia) at the time of effecting payment.

               

  1. What do I do if I wish to dispute a claim or have a general complaint?

You may share your feedback with us here 
https://www.tuneprotect.com/corporate/malaysia/contact-us/

Alternatively, you may write to:
Tune Insurance Malaysia Berhad
Leve 7, Wisma Tune
No 19, Lorong Dungun
Damansara Heights, 50490
Kuala Lumpur

               

  1. What happens to my policy purchased prior to 11 November 2016?

The enhanced Tune Protect Travel Easy benefits is implemented on 11 November 2016. Any certificate of insurance that is formally purchased and paid before 11 November 2016 and extends over 11 November 2016, will follow the benefits as stipulated in the policy wording Titled and [On/ After 28 March 2016]

               

  1. What are the companies behind Tune Protect Travel Easy?

Tune Protect Travel Easy is underwritten by 
Tune Insurance Malaysia Berhad 
Contact: 03-2056 6382 (Monday – Friday, 9AM – 5PM GMT+8)
Email: [email protected]
Address: Level 8, Wisma Tune, No 19 Lorong Dungun, 50490 Damansara Heights, Kuala Lumpur, Malaysia.

               

  1. How do I update my beneficiary nomination?

You can update your beneficiary nomination here.

               

  1. If I have a Tune Protect Travel Easy Worldwide Annual Plan, does that mean I am covered for all domestic trips too?

Tune Protect Travel Easy Worldwide Annual Plan covers you for your travel between countries within the coverage area of Worldwide including USA and Canada as well as Asia Pacific. However, for domestic travel within Malaysia, travellers will need to purchase a separate Domestic Plan, which is subjected to 6% Goods and Services Tax.

               

  1. Does Tune Protect Travel Easy covers me if I have a 24-hours stopover within Malaysia before I continue my Asia Pacific or Worldwide travel?

No. You are required to purchase a separate Domestic Plan that covers your 24-hours stopover in Malaysia, which is subjected to 6% Goods and Services Tax.

 

 

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