Ace travel insurance

funnyclown

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Anyone has claim with Ace travel insurance before, any issues? I find their customer service not v friendly and they don't even has hard copy brochure only e-copy.

Tnks
 
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bkmailsg

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Maybe should switch to others like Tenet...

Anyone has claim with Ace travel insurance before, any issues? I find their customer service not v friendly and they don't even has hard copy brochure only e-copy.

Tnks
 

fatty1

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I've claimed before. Small sum for post journey medical expenses. Hassle free experience. They have hard copy brochures.. I know bcos I have one.. haha..
 

ACE CS

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We refer to the story posted by funnyclown on 22nd September 2011. We would like to sincerely apologize for the experience with one of our Customer Service Officers. We are grateful for your feedback which will be taken into consideration as we continuously work towards improving customer care training to serve our policyholders better. We would also appreciate it if you could contact us at (65) 6299 0988 (Mondays to Fridays, from 9am to 5pm) so that we can find out more about the unfriendly service and make amends. We look forward to receiving your call.
Best Regards
Jennifer Tan
Head of Operations and Customer Care
Accident & Health Division
 

ghchang

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ACE insurance has customer service officers who have not studied the case and have been delaying claims for months. In addition, the claim form and other details which were submitted by email twice on 2 separate occasions. HOwever, an email was sent after 2 weeks claiming the reason for delay was becos these forms were not sent!! Did a google search on ace insurance and most were really bad reviews. Anybody with similar experience?
 

kypay

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For my 2 claim experiences, no problem. Accident and sick during and after the trip.

Instead of email, I posted all the claim forms including original documents.

Within 1 week, they will email u. Then payment will be made around 2 weeks.

Buy through Citibank will be much cheaper.
 

jeff21

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I've claimed before. Small sum for post journey medical expenses. Hassle free experience. They have hard copy brochures.. I know bcos I have one.. haha..
Hi your post medical is after u seen doc overseas n u see again in singapore? I got food poisoning on last day n in the flight back I kept vomitting n diarrhoea. When I reach back see doc and get injection. Trying to claim n Ace say cannot coz I din see doc overseas.
 

jeff21

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We refer to the story posted by funnyclown on 22nd September 2011. We would like to sincerely apologize for the experience with one of our Customer Service Officers. We are grateful for your feedback which will be taken into consideration as we continuously work towards improving customer care training to serve our policyholders better. We would also appreciate it if you could contact us at (65) 6299 0988 (Mondays to Fridays, from 9am to 5pm) so that we can find out more about the unfriendly service and make amends. We look forward to receiving your call.
Best Regards
Jennifer Tan
Head of Operations and Customer Care
Accident & Health Division

Hi ca I check if you are sick on last day of the trip and u catching a plane back. Will you see a doc and risk not getting on flight together with your spouse. Or just fly back and see doc in singapore.
I find the section saying no post medical claims can be done if u did not see the doc or incurr medical expense overseas.
Since insurance starts at start of journey to airport and ends when you reach home. Why is post medical not able to be claim for food poisoning on the day I am back in singapore? If I am claiming for few days after u can fault me saying it is not overseas.
Can you explain !!
 

WaveSurfer

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Just sharing our experiences end of last year...

We had a bad experience with ACE for a Taiwan trip with Scoot (it was linked to Scoot when we purchased the flight tickets).

My wife's grandma passed away just days before our departure date and I called ACE Customer Service immediately (it was a Sunday, 14th Oct 2012 morning) as we would not be able to travel on our original dates (preparing her funeral, attending wake etc). The customer service officer who answered the phone could not answer our question if we could file for claims if we were to cancel or postpone our flight due to her death.

Our original departure date was on the following Tuesday (16th Oct 2012) and we had to make a decision on that Sunday because of the higher penalty involved if we were only to postpone our flight within 48 hours of departure. Yet the customer officer couldn't advise us what to do and only asked us to call back the next working day because only her colleagues who work during office hours could help us on our queries (which would be too late).

In the end, due to lack of advice from the customer officer, we decided to postpone our flight, only to find out later ACE couldn't allow us to claim for the postponement penalty (which cost us more than S$1000).

Since then, we tell ourselves that we will not get another travel insurance from them.
 
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swatchie

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Just sharing our experiences end of last year...

We had a bad experience with ACE for a Taiwan trip with Scoot (it was linked to Scoot when we purchased the flight tickets).

My wife's grandma passed away just days before our departure date and I called ACE Customer Service immediately (it was a Sunday, 14th Oct 2012 morning) as we would not be able to travel on our original dates (preparing her funeral, attending wake etc). The customer service officer who answered the phone could not answer our question if we could file for claims if we were to cancel or postpone our flight due to her death.

Our original departure date was on the following Tuesday (16th Oct 2012) and we had to make a decision on that Sunday because of the higher penalty involved if we were only to postpone our flight within 48 hours of departure. Yet the customer officer couldn't advise us what to do and only asked us to call back the next working day because only her colleagues who work during office hours could help us on our queries (which would be too late).

In the end, due to lack of advice from the customer officer, we decided to postpone our flight, only to find out later ACE couldn't allow us to claim for the postponement penalty (which cost us more than S$1000).

Since then, we tell ourselves that we will not get another travel insurance from them.

IMHO I don't think any insurer would have allowed you to claim the postponement penalty.
 

calkel20

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Just sharing our experiences end of last year...

We had a bad experience with ACE for a Taiwan trip with Scoot (it was linked to Scoot when we purchased the flight tickets).

My wife's grandma passed away just days before our departure date and I called ACE Customer Service immediately (it was a Sunday, 14th Oct 2012 morning) as we would not be able to travel on our original dates (preparing her funeral, attending wake etc). The customer service officer who answered the phone could not answer our question if we could file for claims if we were to cancel or postpone our flight due to her death.

Our original departure date was on the following Tuesday (16th Oct 2012) and we had to make a decision on that Sunday because of the higher penalty involved if we were only to postpone our flight within 48 hours of departure. Yet the customer officer couldn't advise us what to do and only asked us to call back the next working day because only her colleagues who work during office hours could help us on our queries (which would be too late).

In the end, due to lack of advice from the customer officer, we decided to postpone our flight, only to find out later ACE couldn't allow us to claim for the postponement penalty (which cost us more than S$1000).

Since then, we tell ourselves that we will not get another travel insurance from them.

IMHO I don't think any insurer would have allowed you to claim the postponement penalty.

The postponement will not be likely claimed from insurance party but possible if the airline gives you the compassionate allowance to sgift your tix to a later date.

Nonetheless being a budget airline, doubt they will allow.

Nyway, i am subscribed to the savvy traveller plus coverage, and have looked thru the thing, there is nothing that states claim for change in your travel plan inside thier coverage.
 

angcsbenny

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I beg to difffer. This kind of postponement is due to valid reason such as the passing on of immediate family but it is of course subject to the coverage. I noe trip cancellation due to such reason is claimable with certain insurer
 

JustOneOfUs

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I got food poisoning on last day n in the flight back I kept vomitting n diarrhoea. When I reach back see doc and get injection. Trying to claim n Ace say cannot coz I din see doc overseas.


My mum, 74, who is with Ace Insurance, had a similar situation in March this year on her last day in Shanghai.

She was suffering from acute diarrhea and vomiting prior to boarding her overnight flight fr Pudong Intl Airport. She was so weak at that time that the airport staff even got a wheelchair for her upon seeing her condition.

At the boarding gate, the staff suggested a doctor looked into her condition before she boarded her flight and she agreed. After the consultation, the doctor prescribed some medication and decided to waive all charges. She was wheel-chaired onboard and had to be escorted out from the aircraft upon arrival in Singapore.

As she was still weak and nauseous, we decided to seek treatment at her regular GP. She was given a jab and some medication and told to rest for a quick recovery.

I submitted a post-travel claim through ACE and was really disappointed that when it was refused. The reason given was ALTHOUGH SHE SAW A DOC ABROAD, BECAUSE SHE DID NOT PAY, IT WOULD NOT BE ENTERTAINED.

I was bewildered at this but decided not to pursue the matter as I think it would be futile.

No more ACE!
 

angcsbenny

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My mum, 74, who is with Ace Insurance, had a similar situation in March this year on her last day in Shanghai.

She was suffering from acute diarrhea and vomiting prior to boarding her overnight flight fr Pudong Intl Airport. She was so weak at that time that the airport staff even got a wheelchair for her upon seeing her condition.

At the boarding gate, the staff suggested a doctor looked into her condition before she boarded her flight and she agreed. After the consultation, the doctor prescribed some medication and decided to waive all charges. She was wheel-chaired onboard and had to be escorted out from the aircraft upon arrival in Singapore.

As she was still weak and nauseous, we decided to seek treatment at her regular GP. She was given a jab and some medication and told to rest for a quick recovery.

I submitted a post-travel claim through ACE and was really disappointed that when it was refused. The reason given was ALTHOUGH SHE SAW A DOC ABROAD, BECAUSE SHE DID NOT PAY, IT WOULD NOT BE ENTERTAINED.

I was bewildered at this but decided not to pursue the matter as I think it would be futile.

No more ACE!

i am not sure if your policy document has this section but if there is i do not see why it is not claimable



the general exclusion for my policy documents had no mention that there must be any paid medical expenses to be incurred overseas for the claim to be valid.
 

JustOneOfUs

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Reply from ACE

This is the reply from ACE

ACE Insurance Limited



Co. Reg. No: 199702449H

Claims Travel Department

600 North Bridge Road

#04-02 Parkview Square

Singapore 188788


+65 6291 1858 tel

+65 6298 1055 fax



ACE Singapore

travelclaims.sg@acegroup.com


ACE Denial Letter (ed. 06/10) Page 1 of 2



03 June 2013



CLAIMANT : XXX

POLICY NO. : XXX

ACE REF NO. : 4056570XXX

DATE OF LOSS : 29 March 2013



Dear XXX

We refer to the above claim. Upon reviewing the claim documents available to us, we have

noted the following:


You went on a journey to Shanghai, China from 22 March 2013 to 30 March 2013.

On the last day of the tour, you ate lunch at a small eatery then after a few hours





started having diarrhea and vomited several times.




Upon return from journey, you sought medical consultation at C & K FAMILY





CLINIC PTE LTD on 01 April 2013 and 05 April 2013.




As confirmed, there are no medical expenses incurred overseas.



We would like to draw your attention to the following Section of the Policy Wording:


SECTION 3 – POST JOURNEY MEDICAL EXPENSES




If, during the Period of Insurance, whilst the Insured Person is on a Journey, the Insured




Person sustains Bodily Injury or Sickness, which has resulted in a valid claim under



Section 2 – Overseas Medical and Accidental Dental Expenses, and necessarily incurs



Medical Expenses in Singapore within thirty-one (31) days after the end of the Journey, the

Company will reimburse the Insured Person in respect of such expenses up to a maximum of

the relevant Benefit amount specified in the Certificate of Insurance subject to the terms and

conditions of this Policy.


SECTION 2 – OVERSEAS MEDICAL AND ACCIDENTAL DENTAL EXPENSES



If, during the Period of Insurance, whilst the insured Person is on a Journey, the Insured




Person incurs Medical Expenses as a direct result of Bodily Injury or Sickness, or Dental



Expenses as a direct result of Bodily Injury, the Company will indemnify the Insured Person



in respect of such expenses up to the relevant Benefit amount specified in the Certificate of

Insurance subject to the terms and conditions of this Policy.



We understand that you have to seek treatment for the sickness incurred. However, based on

the benefit condition, the medical expenses in Singapore should be a result of a valid claim


ACE Denial Letter (ed. 06/10) Page 2 of 2

under Section 2 Overseas Medical Expenses Benefit. Hence, in view that no overseas

medical expenses were incurred, we regret to advise that the Policy will be unable to respond

to the claim for Post Journey Medical Expenses Benefit.



Please note that the decision made on your claim is based on all the documents/information

available to us. If you have any additional information and/or documentation that would help us

to change our decision, please let us know so that we can review your claim further.

Alternatively, you may wish to refer the above matter to “Financial Industry Disputes Resolution

Centre Ltd – FIDRec” @ 6327 8878 for further assistance.

If you have further queries regarding this matter please contact us at the above address or by

phone. Please note your claim reference number and quote it in any communication with us.

Sincerely,


A & H Claims
 
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Suleyman

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In the end, due to lack of advice from the customer officer, we decided to postpone our flight, only to find out later ACE couldn't allow us to claim for the postponement penalty (which cost us more than S$1000).

Since then, we tell ourselves that we will not get another travel insurance from them.

TBH, I don't know if the policy wordings has been changed since, but it currently says the following;

SECTION 16 – JOURNEY POSTPONEMENT
If, an Insured Person is forced to postpone the Journey prior to the commencement of that Journey during the Period of Insurance as the direct and necessary result of any Specified Cause (as defined in Section 15), the Company will indemnify the Insured Person in respect of Postponement Expenses occurring up to thirty (30) days prior to Scheduled Departure Date, up to the Benefit amount as specified in the Certificate of Insurance subject to the terms and conditions of this Policy, provided always that this coverage is effective only if this Policy is purchased before the Insured Person becomes aware of any circumstances which could lead to the disruption of his Journey.

where Specified Cause includes
(ii) the death, of the Insured Person’s Family Member or Bodily Injury or Sickness of such person necessitating him to be Confined to a Hospital

and Family Member includes
Family Member means an Insured Person’s spouse, parent, parent-in-law, grandparent, child, brother or sister.

Based on that, you should be able to claim for any postponement or cancellation charges.

I submitted a post-travel claim through ACE and was really disappointed that when it was refused. The reason given was ALTHOUGH SHE SAW A DOC ABROAD, BECAUSE SHE DID NOT PAY, IT WOULD NOT BE ENTERTAINED.

I was bewildered at this but decided not to pursue the matter as I think it would be futile.

No more ACE!

Hmmm, maybe they changed this after your case... The policy wording that I have is the same as angcsbunny, and no mention of needing a prior claim from an overseas doctor.

I think the lesson learnt is that like all insurance companies, where they can get away with no paying you, they will do so. So, read the policy and know what can and cannot be done.
 

angcsbenny

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This is the reply from ACE

ACE Insurance Limited



Co. Reg. No: 199702449H

Claims Travel Department

600 North Bridge Road

#04-02 Parkview Square

Singapore 188788


+65 6291 1858 tel

+65 6298 1055 fax



ACE Singapore

travelclaims.sg@acegroup.com


ACE Denial Letter (ed. 06/10) Page 1 of 2



03 June 2013



CLAIMANT : XXX

POLICY NO. : XXX

ACE REF NO. : 4056570XXX

DATE OF LOSS : 29 March 2013



Dear XXX

We refer to the above claim. Upon reviewing the claim documents available to us, we have

noted the following:


You went on a journey to Shanghai, China from 22 March 2013 to 30 March 2013.

On the last day of the tour, you ate lunch at a small eatery then after a few hours





started having diarrhea and vomited several times.




Upon return from journey, you sought medical consultation at C & K FAMILY





CLINIC PTE LTD on 01 April 2013 and 05 April 2013.




As confirmed, there are no medical expenses incurred overseas.



We would like to draw your attention to the following Section of the Policy Wording:


SECTION 3 – POST JOURNEY MEDICAL EXPENSES




If, during the Period of Insurance, whilst the Insured Person is on a Journey, the Insured




Person sustains Bodily Injury or Sickness, which has resulted in a valid claim under



Section 2 – Overseas Medical and Accidental Dental Expenses, and necessarily incurs



Medical Expenses in Singapore within thirty-one (31) days after the end of the Journey, the

Company will reimburse the Insured Person in respect of such expenses up to a maximum of

the relevant Benefit amount specified in the Certificate of Insurance subject to the terms and

conditions of this Policy.


SECTION 2 – OVERSEAS MEDICAL AND ACCIDENTAL DENTAL EXPENSES



If, during the Period of Insurance, whilst the insured Person is on a Journey, the Insured




Person incurs Medical Expenses as a direct result of Bodily Injury or Sickness, or Dental



Expenses as a direct result of Bodily Injury, the Company will indemnify the Insured Person



in respect of such expenses up to the relevant Benefit amount specified in the Certificate of

Insurance subject to the terms and conditions of this Policy.



We understand that you have to seek treatment for the sickness incurred. However, based on

the benefit condition, the medical expenses in Singapore should be a result of a valid claim


ACE Denial Letter (ed. 06/10) Page 2 of 2

under Section 2 Overseas Medical Expenses Benefit. Hence, in view that no overseas

medical expenses were incurred, we regret to advise that the Policy will be unable to respond

to the claim for Post Journey Medical Expenses Benefit.



Please note that the decision made on your claim is based on all the documents/information

available to us. If you have any additional information and/or documentation that would help us

to change our decision, please let us know so that we can review your claim further.

Alternatively, you may wish to refer the above matter to “Financial Industry Disputes Resolution

Centre Ltd – FIDRec” @ 6327 8878 for further assistance.

If you have further queries regarding this matter please contact us at the above address or by

phone. Please note your claim reference number and quote it in any communication with us.

Sincerely,


A & H Claims

is that the same as the policy wording that you received? because the one i have did not have anything regarding having a valid overseas expense to claim.
 
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bad experience with ACE, slow in replying, not helpful at all.

Cancelled one trip due to riots after reading through their FAQ.
https://www.acetravelinsurance.com.sg/FAQs

If the government issued a warning against traveling to Country X due to social unrest, after I’ve booked for my trip and purchased insurance, would I be able to claim for Trip Cancellation?

Yes, you will be covered under Trip Cancellation if the cancellation is classified as a Specified Cause.

when it happened, they refused to pay saying that i cancelled the trip on my own, i said it was after MFA advisory, then they kept repeating the same story and keep talking about their specified cause.

and i found this under their what's nots

Any prohibition or breach of government regulation or any failure by the Insured Person to take reasonable precautions to avoid a claim under this Policy following the warning of any intended strike, riot or civil commotion through or by general mass media.


i was thinking if that would mean i can't claim if i cancel the trip, and also can't claim should anything happen during the trip because the news about riot is all over.

I am thinking of complaining to CASE. If it's not claimable, they shouldn't have said that in their FAQ. Appreciate any inputs.
 
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