For many large scale events that occur around in the world, we will prepare specific advice which is available on our website. This advice will give you an understanding of the event and exactly what we are covering in relation to it. If we do not have an advice on the specific event you want to know about, please contact us at XXXXXXX (kindly add Ancileo/EA contact detail).

If you are submitting your claim via the Online Claims system, please select the “Other” option when you are prompted for the section of the policy/certificate you would like to claim for. If you are completing a paper claim, please include a written statement explaining how your claim occurred as well as the costs you wish to claim for.

You have the option of scanning your documents and submitting your claim through our Online Claims system Link or posting or emailing your documents.

You may alternatively email to XXXXXXX (kindly add Ancileo/EA email address)

While we do not require the originals of your documents, we may require them at a later date for auditing purposes so we ask that you keep the originals available if we request them.

We aim to respond to all claims within 20 working days, but if we need to request more information from either you or a third party (such as your doctor or travel agent) in order to make a decision on your claim then your claim could be delayed. In these cases, we will respond within 20 working days from the date we receive each document that is sent to us.

In order to reduce any delays, please send in all the documentation mentioned on the claim form for your type of claim. If you cannot provide something, please explain this clearly on your claim form or contact us at XXXXXXX (kindly add Ancileo/EA contact detail). so we can let you know if there is something else you could send instead.

We will assess your claim within 20 working days of receiving any piece of information, so we may not be able to give you an update until this time.

If a Transport Provider overseas delays your entire checked luggage for more than 24 hours, there is a provision to claim for the purchase of essential items of clothing and toiletries. The type of policy/certificate you have will determine the limit that you can claim under this provision, so please make sure you have read and understood the policy/certificate wording of your policy/certificate.

You will need to purchase the emergency essential items yourself and keep the receipts as well as a letter from the transport provide which shows when your luggage was supposed to arrive at its destination and when it was actually delivered to you.

Sometimes the size of a claim or the difficulties in gathering information can mean that we might use an investigator who can gather information more quickly and accurately. This will speed up the processing time of your claim and make sure that we have considered all factors before making a decision.

There are several options for appeal. The first step is to contact us and request a review of your claim. If you are not satisfied with our response you can escalate this all the way to the Financial Ombudsman Scheme (FOS) and BNM's Customer Service Bureau (CSB). For more information on this process and your options you can visit our guide to lodging a complaint page in your product disclosure statement.

Absolutely! The choice is yours. Takaful product is offered to all Muslim or non-Muslim customers.

Prices are the same for both Takaful and Non-Takaful Product.

Both carries the same benefits except that the Takaful product carries 2 extra benefits (1) Badal Hajj and (2) Ihsarr Benefits which is relevant to the Muslim pilgrimage.

Travel date amendment must be done 24 hours before the travel start date.

Yes, but coverage terminates on the same date or upon arrival at final destination.

No. You must purchase the policy/certificate prior to your scheduled departure.