I am sharing my personal experience to help others make an informed decision before purchasing a travel insurance policy from this company.
I am sharing my personal experience to help others make an informed decision before purchasing a travel insurance policy from this company.
Following a sudden medical emergency that forced me to cancel my travel plans, I found the claims process to be frustrating due to what I perceived as a lack of empathy, transparency, and clear communication.
1. An Unexplained Two-Month Delay
I submitted my travel cancellation claim on 11 March 2026. I received the claim decision exactly two months later, on 11 May 2026. During this period, I made several enquiries through the hotline and WhatsApp chat to check on the status of my claim, but I received only standard responses without any meaningful update on its progress.
2. First Claim Denial
When I finally received the decision from the claims handler, Sally, my claim was denied on the basis of a pre-existing medical condition. Based on my understanding of my medical circumstances and the documents I had submitted, I did not believe this reason was applicable to my case.
3. Second Claim Denial Following My Appeal
I submitted an appeal together with additional medical evidence. The company reopened my case but issued another denial the following day. This time, the reason for rejection differed from the first. Based on my understanding, the company interpreted the policy to mean that the medical emergency had to occur on the actual date of travel. In my opinion, this was an overly narrow interpretation of the travel cancellation benefit.
4. Request for an Explanation and Case Closure
I subsequently requested a detailed written explanation within seven business days and informed the company that, if my concerns were not addressed, I intended to refer the matter to FIDReC. Instead of responding to the issues I had raised, my customer portal was updated to show that my case had been marked as “Closed.”
5. Escalation to FIDReC
As I remained dissatisfied with the outcome, I referred the dispute to FIDReC. Following FIDReC’s involvement, the claims department requested additional documents and information, including some documents that I had previously submitted. I promptly provided everything requested.
6. Final Outcome
Following more than two weeks of FIDReC mediation, the company approved my travel cancellation claim and paid it in full.
Advice
Keep copies of all relevant documents, medical reports, receipts, and correspondence with your insurer. If you genuinely believe your claim has been wrongly denied, you may wish to consider referring the matter to FIDReC for independent dispute resolution.
This review reflects my personal experience and is shared to assist others in making an informed decision.
⚠️ ETIQA — extremely disappointed with the service I received.
⚠️ ETIQA — extremely disappointed with the service I received.
I've had to restart and re-explain my issue multiple times, and it's clear the team does not understand the urgency or complexity of my case. Instead of resolving it, I was asked to go through the same process again — which is a complete waste of my time.
This is NOT the standard of service customers deserve. I've had to personally demand escalation to someone more experienced just to get things moving.
If you're considering ETIQA — be prepared for frustrating delays and a team that may not be equipped to handle your issue professionally. 🙅♂️
#ETIQA #PoorService #CustomerExperience #Insurance
Note that tour agency cancellation prior to trip commencement are not claimable. Credits used for payment of premium are also not refundable. Doubt i will be getting any more travel insurance from them. Their competitors have a better coverage for the same price point.
Etiqa is only interested in collecting your premiums. They are not serious about insuring your peace of mind. We had a terrible experience with them and would not recommend dealing with this company at all. If you care about your valuables or safety of your home or health avoid them at all cost. Find another reliable company. When it comes to claims you go round and round and with no results. It is an internet scam company. I think you are dealing with bots. #Avoidetiqa
Etiqa is terrible! They are not responsive, and their claim reimbursement process takes several months instead of only 15 business days. Their Smile app is problematic in terms of reimbursement because it does not show you or your dependent's name, at least to proceed with the next steps for claims. The liaison does not address all questions or concerns directly. There are some clinics where the use of Etiqa is suspended, and if you are lucky to find one near you, Etiqa's approval process to use the HMO takes several hours, which means that other patients with a different HMO that came in after you will get attended to and directed to doctors before you. Overall, their service is garbage!
Have brought travel insurance from Etiqa Insurance Singapore. This is the first time to know that Etiqa travel insurance basic plan does not cover for medical bill in Singapore. Feel like being cheated and very disappointed with Etiqa.
Bought helper insurance through their intermediary in the last 30 years with no claim at all. Made my first claim in 2024 when helper need to go through 2 ops. I wanted to know what is the max claim limit in a year from both intermediary and Etiqa. Never got a reply at all. When it’s renewal time, they reject my application citing helper old age and medical condition. Just shrug off their responsibilities. I will encourage others not to deal with them to avoid trouble like me.
Beware. This is a manless insurance company. You are basically talking to a bot asking same questions over and over again for everything that you asked. When I cancelled my annual travel insurance they refused to refund the unused amount because I made a claim but which they did not pay as they said it was outside their terms and conditions. So they earn $400 from it doing basically nothing. Bought also another policy but the following year it increased to double so decided not to continue (because they gave substantial discount for the first year to bait you). The breakdown showed an amount for rider but did not mention it as they assume people are just suckers who would just pay it. Mind you its more than 1K premium even after no claim discount! Also beware their policy is on a yearly rolling basis and there is no notification or reminders unlike from traditional insurance companies so you must check their app regularly. They will give you a point everytime you log in (via a code through your phone) which is equivalent to a cent. Yes a cent. Even the policy they put inside is incorrect! Practically exhausting dealing with them/ the bot.
1st time claiming travel insurance but they do not seems to be reliable. Brought a pre-med savvy travel policy.
Had a fall and explain the situation but was told pre med condition is only claimable for medical treatment oversea but actually if it is an accident, there is a possibility for claim however they cs will not tell you that. They even tell you their feedback is correct even know they knew it is an accident and if not for the fall, it will not trigger back a possible old injury.
And subsequently the claim assessor will reject you because the receipt did not state there is a medical condition that is related to an accident because they never even ask you for a doc report and purely based on a receipt where it is clearly communicated that the receipt will not show the injury record, where doc ask to further observe and return if there's a problem. And when you probe further or ask them for proof of how they doc will state on receipt for observation required. They are a bunch of cs team that do not listen or abide to their commitment and yet try to convey and speak to you like they understand and they hear you.
Many of us buy travel policy and may not realise the complexity if how they term it to their advantages as we do not have a proper adviser to help explain the clause. However did not expect such absurb reasoning.
Also brought a home insurance of which no claim was required so far, but intend to pull out although there's penalty. No intend to deal with a unreliable advices which only makes one's stress level higher than the situation itself.
Beware of their pet policy requirements, their customer service personal and under writers are not trained and not knowledgeable in their policy and how it is written.
My check-in luggage was damaged and the airlines declined to pay and I was expected the same hassle from Etiqa but instead the claims submission and approval was suprisingly fast and easy.
I had to make a claim for travel insurance due to a fall which resulted in me and my sister not being able to travel to Vietnam. I have used Etiqa quite a number of times for travel insurance. I had no problem getting a hold of the customer service representatives during the initial contact: all the representatives I talked with were polite and kind. Later on, I corresponded with Ms Monica Teng who handled our case. She had been patient with me. It took a while for us to first work with the airlines to try to get compensation for the cancelled trips. Me and my sister were able to get a refund from one airline, and when we were ultimately unable to get a refund from the other two airlines, Ms Teng assisted us to file for claims and we were compensated. The process took some time. All these while Ms Teng has been kind and patient. She even called me once to talk to me. I am grateful for Etiqa's team of professional people and I would not hesitate to recommend them to any travelers.
I bought the Tip travel insurance and my experience has just been horrible. During one of my trips, I broke a very expensive piece of optical equipment - Etiqa customer service was absolutely unhelpful, and refused to help me with my claim (even though I supplied photos of the obviously damaged product broken in two, and cracked glass) . I'm really quite shocked at how bad my experience was, and I urge customers to stay away from them.
I was going through travel insurance policy wording and realised that Etiqa travel insurance shall be avoided- because even disease spread by mosquitoes like Malaria etc are not covered. They call it infectious.
Since diseases are by either bacteria or virus … so in my understanding they can refuse any and all hospitalisation ( except accident related) ….
half way through the trip i was hospitalized, and had to change the rest of my travel trip.
- hospital trip to and fro by taxi
- cancelled of deposit of hotels booking for the rest of the trip
- cancelled return flight and rebooked of flight with additional charges
all these are not reimbursed back. My travel insurance includes: Trip Cancellation and Loss of Deposit, under travel inconvenience benefits.
But they took my hospitalisation as Travel assistance benefits - Emergency Medical Evacuation instead, and refused to acknowledge my claims.
Making a claim was also a hassle.
I would not recommend buying insurance from them.
What is the point of buying an comprehensive travel insurance if you cant claim back.
Etiqa travel insurance is so efficient. the claim process was very straight forward as long as all supporting docs are in place. Response time was v quick and claims process took less than 1 week. incredible! Highly recomm.
Don’t even deserve 1 star !
I’ve released my ex helper in June 2023 & have informed Etiqa to cancel her insurance with proof from MOM and asked for my refund of the balance that I’ve paid and till now , nothing and they are still charging me 6 months later !!! Whatsapp & emailed them and just dump cut and paste reply asking for more proof!! Horrible! Try at your own risk!!!
HORRIBLE TERMS - Do not buy unless you are a child!
If you have to postpone your flight due to a medical emergency, this travel insurance policy is useless as their fine print states they will not reimburse your travel delay costs unless YOU ARE A CHILD. Read the fine print with this company. NOT RECOMMENDED.
"We will indemnify the Insured Person(s) up to the limit stated in the Schedule if the Insured Person(s) have to postpone His trip due to the reasons listed below if they happen within thirty (30) days before the Insured Person(s) is due to leave:
(a) Death, Serious Illness or Serious Injury or compulsory Quarantine of the Insured Person(s), His Relative or Travel Companion;......
......
(e) If the Insured Person(s) is forced to postpone His trip because the Insured Person(s) is a Child and His Travel Companion who is His legal guardian has to cancel his/her trip due to one of the reasons listed above."
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