Chubb Assistance for Travel Policyholders

Frequently Asked Questions (FAQs)

What is the role of Chubb Assistance?*
Chubb Assistance provides leisure travellers, business travellers and expatriates with quality emergency assistance services 24 hours a day, 7 days a week.

How can Chubb Assistance help? *
Chubb Assistance helps provide you with peace of mind. One phone call connects you to the Chubb Assistance network of specialists for immediate help in an emergency. Chubb Assistance services are designed to provide you with medical, travel and legal referral assistance when you’re overseas.

How does the service work?*
Carry the Chubb Assistance contact details with you while you’re overseas. In the event of an emergency, simply call the emergency phone number to get the help you need.

What information do I need to provide?*
Details of the assistance you require.

  • If you’re travelling under a business policy, provide the name of your employer and state your role with them.
  • If you’re not an employee covered under a business policy, provide details of the person who is and describe your relationship to them.

I’m having trouble contacting Chubb Assistance*. What do I do?
If you’re using a mobile phone or unable to make a reverse-charge call, try using the prefixes for common countries below. Tell the Chubb Assistance operator to call you back on your chosen number. Is your country unlisted here? Do refer to the website HowtoCallAbroad.com for more.

Canada 011 61 2 8907 5666 New Zealand 00 61 2 8907 5666
China 00 61 2 8907 5666 Philippines 00 61 2 8907 5666
Fiji 00 61 2 8907 5666 Singapore 001 61 2 8907 5666
France 00 61 2 8907 5666 Spain 00 61 2 8907 5666
Germany 00 61 2 8907 5666 Thailand 001 61 2 8907 5666
India 00 61 2 8907 5666 Vietnam 00 61 2 8907 5666
Indonesia 0061 2 8907 5666 United Kingdom 00 61 2 8907 5666
Italy 00 61 2 8907 5666 United States of America (USA) 011 61 2 8907 5666
Japan 010 61 2 8907 5666    

How do I use my Chubb Assistance card?
For more information on how to use your Chubb Assistance card, please read this document.

What if I need a doctor?*
Call Chubb Assistance for a referral to a doctor in your local area.

What if I’m hospitalised?*
Simply call Chubb Assistance and we’ll immediately take steps to evaluate the care you’re receiving and determine what actions need to be taken to ensure your safe and speedy recovery.

What if local medical facilities aren’t adequate?*
If you’re hospitalised in an area where adequate medical facilities aren’t available, Chubb Assistance will evacuate you to a medical facility capable of providing the care you need. A physician supervises evacuations, and when necessary, a medical specialist or nurse will accompany you during the evacuation. An air ambulance will be used when required.

What happens when I’m released from the hospital and still need help?*
When your condition is stabilised and Chubb Assistance has determined that it’s medically advisable to bring you home or to a facility near your permanent residence, Chubb Assistance will arrange the repatriation under medical supervision.

Will Chubb Assistance pay my medical bills?*
Upon acceptance of your claim, Chubb Assistance will guarantee and pay all costs associated with your medical care up to the limits specified in the relevant policy. Chubb Assistance will also medically monitor and evaluate your condition and ongoing medical expenses during your hospitalisation.

What if I need a lawyer whilst overseas?*
Simply call Chubb Assistance for legal referrals.

What do I do if my luggage is lost or stolen?*
Immediately report any luggage loss or damage to the airline or carrier involved, and submit a claim to them. In some instances, they may be responsible for the damage and/or loss. All losses under the relevant luggage, personal effects and travel documents coverage terms must be reported to local authorities and/or your transport provider within twenty-four (24) hours, and written acknowledgment must be obtained.

What do I do if my passport is lost or stolen while overseas?*
Call Chubb Assistance. We’ll assist in locating or replacing and forwarding the documents to you. If requested, we’ll contact local police, diplomatic contacts, and/or airline personnel to assist you find your lost item(s).

What if I don’t call Chubb Assistance prior to incurring costs?*
If you expect your claim to exceed $2,000, you’ll need to notify Chubb Assistance prior to incurring costs. Failure to do so may result in your claim being rejected.

What information do I need to collect to make a claim?*
You must collect all supporting documentation, e.g. medical reports, police reports, declarations, receipts, valuations or other such evidence we may request, to assist us in the prompt resolution of your claim.

What happens in the event of death?*
Chubb Assistance will render all assistance possible to obtain clearances and arrange transportation for the return of mortal remains.