Tokio Marine Explorer Claims Process

Tokio Marine Explorer claims process

Follow these simple steps to expedite filing of claims.

Documentation
Required

Travel Claim Documents Checklist

Please note that the documents listed below are by no means the only and the final documents required. Additional supporting documents may be requested when required.

A. Basic Documents required:

Duly completed travel claim form
Click to download
Copy of Insurance Certificate
Original boarding pass/Air tickets/Travel Itinerary
Duly completed E-Payment form
Click to download

B. Other Supporting Documents

Personal Accident - Accidental Death & Permanent Disablement

Medical report from the attending doctor abroad
Death Certificate, Police Report, Post Mortem Report and Proof of Relationship (if applicable)
Letter of Administration/Distribution Order/Grant of Probate/Sijil Faraid, if no Nomination
Copy of Claimant's Identity Card
Specialist Report confirming the permanent disability

Medical Expenses

Medical report from the attending doctor abroad
Original medical invoice/receipts (Claim below RM500, doctor to write the diagnosis at the reverse side of receipt)
Medical Report/Diagnosis note from the attending doctor in Malaysia for follow-up treatment, if applicable

Flight Misconnection/Overbooked

Letter from Airline confirming the overbooked and confirmation of the date and time when the alternative transportation is made available
Letter from Airline confirming the actual time of arrival at the airport of the transit point and actual departure time of the connecting flight

Travel Curtailment/Disruption/Missed Departure/Travel Cancellation/Postponement

Original receipts for additional hotel accommodation, travel expenses incurred
Original receipts confirming the charges paid, proof of credit card statement for online payment
Tour fare breakdown charges
Letter from relevant parties confirming the refund amount or reason for no refund
Medical Certificate from treating physician advising you to return home due to injury or illness
Death Certificate (if applicable)
Proof of relationship, ie. birth/marriage certificate

Travel Delay/Pet Care

Original receipt for the additional costs incurred in pet hotel charges
Letter or Report from Airline on duration of delay, reason of delay, actual departure and arrival date

Luggage Delay / Loss or damage to luggage, personal effects, money & travel documents / Home Care / Fraudulent Use Of Credit Card

Property Irregularity Report
Letter from Airline confirming the loss of luggage, duration of delay and offer of compensation
Police Report lodged at place of incident within 24 hours and detailing the circumstances (theft incident)
Listing and purchase receipts for all items claimed. If not available, provide description of items, date and price of purchase
Photographs to show the extent of damage and repair invoices, if applicable
Report by the card company(s) evidencing the loss
Original receipts for hotel accommodation, land transportation cost and communication expenses.

Trauma Care

Police & Embassy Report lodged at place of incident
Original receipts for trauma counselling session (Hijacked / Kidnap)
Written confirmation from the Carrier concerned confirming the hijacking & duration

Personal Liability

Forward to TMIM immediately of any lawsuit or demand from the third party claimant
Do not admit liability or negotiate settlement without prior consent from TMIM

Loss of Travel Deposits/Travel Package Payment

Letter from Airlines confirming the delay duration (in number of hours),reason for the delay, actual departure and arrival time.
Police Report
Confirmation from Jabatan Insolvensi Malaysia on the insolvent status of Travel Agent

Additional Cost of Rental Car Return

Original Car Rental Agreement and confirmation letter on the actual return of the car
Original Invoice and Receipt for payment of the car rental, additional payment for the late return of the car or policy excess.

Golfers Cover

Original receipts for the Celebration Expenses incurred as a result of Hole-In-One
Hole-In-One Certificate
Original receipts for the prepaid and unused golf green fees
Copy of medical report from the Physician confirming your inability to play golf