Grey area on coverage on loss of property
I have filed a claim for my son whose passport was lost when we reach Changi Airport. I was told to able to claim under loss of property by FWD customer officer with relevant support report. So i submitted my claim with my valid travel policy, with original police report, with ICA loss of passport report. After a week of waiting, i have email to check my claim status, the reply is still progressing which require at least 14 days. At last they reply but with rejection, saying my son lost the passport due to carelessness, not able to claim. I reply with reason but up to now ( 10/1/2024 ) no reply at all. This is not what customer officer told me. This eventually make me lost my confidence in considering FWD as my main travel insurance coverage for all my upcoming travel.