Question 1

How to file a claim?

Accepted Answer

In the YAS APP, 1. Tap “My Coverage” at the bottom menu bar 2. Find your FLY coverage 3. Tap “Make a claim” and fill in the details If you need our support, please contact us via: Email: rylie@hk.yas.io WhatsApp: 8402 8937 (message only) Live Chat: (APP) Account > Contact Customer Support OR (Website) tap the live chat button at the bottom right corner

Question 2

How long is the claim process?

Accepted Answer

1. After submitting your claim form, you’ll receive a confirmation email on the same day. 2. Within 2 working days, we’ll update you about the claim status. 3. Within 2 weeks, you’ll get the claim results. If you hear nothing from us after 2 weeks, please contact us via: Email: rylie@hk.yas.io WhatsApp: 8402 8937 (message only) Live Chat: (APP) Account > Contact Customer Support OR (Website) tap the live chat button at the bottom right corner

Question 3

Do I need to pay deductibles (the amount I pay before filing a claim)?

Accepted Answer

No deductibles, so you will not have to pay for any excesses.

Question 4

Filing claims seem complicated. Any tips for simplifying the process?

Accepted Answer

The best tip is to gather all required documents before you start to claim. It saves you loads of time for rethinking and filling in the correct details because you can always refer to the documents on hand. Below is the documentation list for you: All Claim Types ｜ Travel Delay and Baggage Delay ｜ Loss of Baggage, Travel Documents, Personal Belongings ｜ Journey Cancellation, Curtailment or Re-arrangement ｜ Medical Expenses Reimbursement ｜ Personal Accident ｜ Personal Liability ｜ Care Visit All Claim Types Travel itinerary / e-ticket / boarding pass Travel Delay and Baggage Delay (i) Documentation indicating the reason(s) for and the number of hours of delay (e.g. confirmation from common carrier / travel agent) (ii) Documentation issued by travel agent or common carrier confirming trip cancellation and non-refundable/refunded amount (iii) Emergency purchase receipt (optional) Loss of Baggage, Travel Documents, Personal Belongings (i) Loss / damage report(s) issued by the relevant authorities or organizations (e.g. police, airline, hotel, etc.) (ii) Photo showing the extent of damage to the property (optional) (iii) Purchase receipt, repair quotation, replacement invoice, etc. (optional) (iv) Compensation breakdown from other insurers / responsible parties (e.g. airline) (optional) Journey Cancellation, Curtailment or Re-arrangement (i) Receipt(s) showing any pre-paid costs or deposits made OR additional travel and / or accommodation expenses incurred after the commencement of the journey (ii) Documentation issued by travel agent or common carrier confirming trip cancellation and non-refundable / refunded amount (iii) Medical certificate indicating diagnosis and reason that the insured person / immediate family member / traveling companion / close business partner is unfit for travel (iv) Death certificate, if applicable (v) Proof of relationship (e.g. birth certificate, marriage certificate), if applicable Medical Expenses Reimbursement Hospital / medical bill(s) / receipt(s) / medical report(s) Personal Accident (i) Accident report(s) issued by relevant authorities / organizations (e.g. police, hotel, common carrier, activity organizer, etc.), if any (ii) Medical report stating the date of attendance and extent of injuries sustained as certified by a Qualified Medical Practitioner, if applicable (iii) Copy of death certificate / post mortem report, if applicable Personal Liability (i) Copy of incident report(s) from relevant parties (e.g. Police and other local authorities, hotel, sports centre, etc.) (ii) Claim letter and invoice (iii) Other supporting documents you would like to provide Care Visit (i) Proof of relationship (e.g. birth certificate, marriage certificate), if applicable (ii) Receipts of traveling and / or accommodation expenses for the care visit

Question 5

Some failed to claim after they lost their belongings during the trip. Why?

Accepted Answer

2 common reasons are: 1. They did not report to local police and get the report within 24 hours of the incident. 2. They had no original purchase receipts for filing a claim. Here we have 2 suggestions: after shopping, keep your receipts in an easy-to-find location; call the local police within 24 hours if you lose your belongings. Hope this helps.

Claims

FLY

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