Call Center 1183
Tune Protect Travel Insurance by AirAsia

Tune Protect Travel Insurance by AirAsia

Claims Handling Process for Tune Protect Travel Insurance by AirAsia

1. Process, Period, and Method of Claims Submission

  • 1.1. Claims Submission Channels
    • - Tel.: 02-078-5656, press 1 and press 4
    • Contact the Company in person or by mailing to Non-Motor Claims Department (for General Claims other than Motor Claims):
    • Tune Insurance Public Company Limited 3199, Maleenont Tower, 14th Floor, Rama 4 Road, Khlong Tan Sub-district, Khlong Toei District, Bangkok Metropolis, 10110
    • - E-mail Contact: Airasia_claim@tuneprotect.com
  • 1.2. Claim Authentication/Verification of the Right to be Informed and for Claims Opening
  • 1.3. Request for Additional Documents, Notification via E-mail
  • 1.4. Consideration and Verification of the Documents Received
  • 1.5. Notification of the Result of Claims Consideration for Indemnity

2. Notification and Claims Submission

The policyholder and/or the insured, the beneficiary, or the representative thereof, as the case may be, shall notify the Company of the injury or the sickness without delay and submit the evidence and documents stated below to the Company.

In the event of death, the Company shall be notified immediately unless the insured has an acceptable reason for not notifying such death within the period determined or scheduled by the Company, for which a letter of declaration shall be made.

3. Period of claims processing after all documents have been received by the Company for consideration

The Company will indemnify within 15 working days after the insured, the beneficiary, or the authorized person has signed the letter of claim acceptance and submitted all relevant documents to the Company.

- In case of death, the Company may consider paying the indemnity to the beneficiary

- In other cases such as dismemberment and sight, permanent disability, medical expense, flight cancellation, damage of baggage and property, and so on, the Company shall pay the indemnity to the insured.

4. Required Documents for Consideration of Claims

Initial Documents (Original)

  • 1. Claims form (click here to download) which shall be completed fully and correctly
  • 2. Travel Itinerary of AirAsia
  • 3. Ticket and boarding pass
  • 4. Invoice of AirAsia X (indicating fare and other expenses)
  • 5. Copy of the passport or identification card
  • 6. Bank account details

In case of death, the following supporting documents for consideration of claims (original) shall be submitted:

  • 1. Copy of identification card of the insured signed for certification of true copy by the beneficiary
  • 2. Copy of house registration of the insured signed for certification of true copy by the beneficiary
  • 3. Certificate of name change of the insured (if any) signed for certification of true copy by the beneficiary
  • 4. Copy of death certificate signed for certification of true copy by the beneficiary
  • 5. Copy of death confirmation (issued by the hospital) signed for certification of true copy by the beneficiary
  • 6. Daily report on the incident (signed for certification of true copy by the competent police officer)
  • 7. Summary of the case and photo of the scene (if any) signed for certification of true copy by the competent police officer
  • 8. Autopsy report (signed for certification of true copy by the competent police officer and the pathologist who performs the autopsy)
  • 9. Forensic autopsy (if any)
  • 10. Copy of all medical history from the hospital, ranging from the occurrence of the incident to the time of death
  • 11. Copy of identification card of the beneficiary signed for certification of the true copy
  • 12. Copy of house registration of the beneficiary signed for certification of the true copy
  • 13. Certificate of name change of the beneficiary (if any) signed for certification of the true copy
  • 14. Document evidencing the relationship in the case that the beneficiary is the husband/ wife/child e.g. marriage certificate, child legitimization certificate, child birth certificate
  • 15. Copy of the first page of saving account passbook of the beneficiary

In case of dismemberment and loss of sight, please submit the following supporting documents for the claims consideration (original)

  • 1. Copy of identification card of the insured signed for certification of true copy by the beneficiary
  • 2. Copy of house registration of the insured signed for certification of true copy by the beneficiary
  • 3. Medical certificates from the hospital, ranging from the occurrence of the incident to the present
  • 4. Copy of disabled person identification card
  • 5. Form of diagnosis and assessment of dismemberment and loss of sight issued by the physician
  • 6. Copy of all medical history from the hospital, ranging from the occurrence of the incident to the present
  • 7. Recent full-body photo/photo of the lost organs
  • 8. Daily report on the incident (if any) (signed for certification of true copy by the competent police officer)
  • 9. Summary of the case and photo of the scene (if any) signed for certification of true copy by the competent police officer

In case of permanent disability, please submit the following supporting documents for the claims consideration (original)

  • 1. Copy of identification card of the insured signed for certification of true copy by the beneficiary
  • 2. Copy of house registration of the insured signed for certification of true copy by the beneficiary
  • 3. Medical certificates from the hospital, ranging from the occurrence of the incident to the present
  • 4. Copy of disabled person identification card
  • 5. Form of diagnosis and assessment of permanent disability issued by the physician
  • 6. Copy of all medical history from the hospital, ranging from the occurrence of the incident to the present
  • 7. Recent full-body photo of the insured showing the present condition
  • 8. Daily report on the incident (if any) (signed for certification of true copy by the competent police officer)
  • 9. Summary of the case and photo of the scene (if any) signed for certification of true copy by the competent police officer
  • 10. Copy of the first page of saving account passbook of the insured/the curator
  • 11. Copy of identification card of the curator signed for certification of true copy
  • 12. Copy of house registration of the curator signed for certification of true copy
  • 13. Certificate or letter of appointment of the curator or guardian
  • 14. Copy of the first page of saving account passbook of the insured/the curator

Flight Cancellation

  • 1. Medical report or medical certificate indicating significant symptom, diagnosis result, and treatment
  • 2. Copy of death certificate of the deceased (if it is caused by death) signed for certification of true copy
  • 3. Copy of birth certificate, copy of marriage certificate, or any other documents confirming the relationship if the incident is related to the spouse, child, or close relative.

Trip Curtailment

  • 1. Medical report or medical certificate indicating significant symptom, diagnosis result, and treatment
  • 2. Copy of death certificate of the deceased (if it is caused by death) signed for certification of true copy
  • 3. Copy of birth certificate, copy of marriage certificate, or any other documents confirming the relationship if the incident is related to the spouse, child, or close relative.
  • 4. Copy of receipt of expense for trip curtailment and the boarding pass of AirAsia
  • 5. Copy of receipt of the air ticket of other commercial airlines to replace the original trip and the boarding pass

On-Time Guarantee

  • 1. Boarding pass
  • 2. Document indicating the departure date, delay period, and the cause of delay issued by the airliner

Loss of Baggage and/or Personal Effects

  • 1. Irregularity report of AirAsia
  • 2. Photo of depicting such damage
  • 3. Quotation or receipt of the repair cost
  • 4. Details of the price, brand, year of purchase of the baggage
  • 5. Baggage tag or baggage check-in tag of AirAsia
  • 6. Daily report of the local police officer signed for certification of true copy by the competent police officer if the loss or damage is caused by threat or violent force.

Flight Delay and/or Public Transportation Delay

  • 1. Document indicating the departure date, delay period, and the cause of delay issued by the airliner or the public transportation company
  • 2. Other required documents as requested by the Company

Missing Connecting Flight

  • 1. Boarding pass
  • 2. Other required documents as requested by the Company

Baggage Delay

  • 1. Baggage tag or baggage check-in tag of AirAsia
  • 2. Irregularity report of AirAsia or the management of the public transportation company

Medical Expense due to Injury or Sickness

  • 1. Medical report or medical certificate indicating significant symptom, diagnosis result, and treatment
  • 2. Receipt (original) listing the expenses and statement cover (summarizing all expenses) of the medical care facility

Emergency Medical Evacuation & Repatriation Expense

  • You may contact Asia Assistance Network which is available for 24 hours at +662 203 9798.

Loss of Personal Effects

  • 1. List of lost or damaged personal effects
  • 2. Copy of daily report of the local police officer at the jurisdiction where the incident occurred, as the case may be
  • 3. Other required evidence as requested by the Company

Loss or Damage of Travel Documents

  • 1. Copy of passport of the insured and/or travel evidence, as the case may be
  • 2. Copy of daily report of the local police officer at the jurisdiction where the incident occurred, as the case may be
  • 3. Original receipt of the expenses
  • 4. Document confirming the loss or damage of the manager or owner of the lodging where the insured stayed at the time of such loss or damage, as well as the document indicating the payment of such manager or owner of the lodging (if any)

Third Party Liability

  • 1. Copy of the passport of the insured and/or travel evidence, as the case may be
  • 2. Copy of daily report of the local police officer at the jurisdiction where the incident occurred, as the case may be
  • 3. Other required evidence as requested by the Company

5. Method of Indemnity Acceptance

- Money transfer (Please enclose the bank account details.)

6. Methods of Contact with the Company and Relevant Agencies in Case of Disputes or Complaints

If the insured has any suggestions or complaints, please call 02-078-5656.

Complaints Management Section/Center
3199, Maleenont Tower, 14th Floor, Rama 4 Road, Khlong Tan Sub-district, Khlong Toei District, Bangkok Metropolis, 10110