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FAQ TravelCare

1. Who provides my TravelCare - Travel Insurance cover?
- TravelCare - Travel Insurance is especially designed by Chubb Insurance Vietnam Co. Ltd. In-conjunction with Vietjet, with your needs in mind.
- This program is only exclusively available via www.vietjetair.com for flights originating from Vietnam.

2. What is my insurance coverage under the TravelCare - Travel Insurance program?
Your coverage shall include the following if you are Vietjet passenger traveling under the TravelCare: Flight cancellation/delay; Loss of baggage/personal effects; Personal accident. For Return Cover Plan, Flight curtailment, Accidental medical reimbursement, Evacuation and Repatriation expenses shall be added.

3. How do I purchase TravelCare?
You can purchase TravelCare while you are booking your flights on www.vietjetair.com.

4. I bought VJA Flight tickets with TravelCare Insurance. If I need the TravelCare insurance invoice, what should I do?

If you require an invoice for TravelCare insurance, please follow the process:

Any request for VAT invoice issuing in the same month that Certificate of Insurance issued, please provide the VAT invoice recipient details to Chubb Customer Services Department. Requests for VAT invoices will be fulfilled within two business days after we’ve verified the information provided. All requests will be delivered to the address provided.

VAT invoice recipient details:

- Buyer name

- Address

- Tax code

- Policy Number

- Invoice Description “Bảo hiểm du lịch bằng đường hàng không VietJet (TravelCare)”

If there is no any request for VAT invoice issuing from customers who bought VietJet TravelCare insurance through Digital Platforms which are managed by VietJet Air , Chubb OPS will issue only one VAT invoice for the remaining production registered for a booking month with the description of buyer as “For buyers who have no request for VAT invoice”  .

If any request for VAT issuing next month whist Insurance Policies was issued last month, please send the request to Chubb by the 5th of following month in the latest. 
 
5. Can I purchase TravelCare if I am not a resident of Vietnam?
You can purchase TravelCare even if you are not a Vietnamese and/or do not live in Vietnam as long as you are Vietjet passenger flying out of Vietnam.

6. Does TravelCare enforce an age limit?
- Yes, the passenger must be at least 14 days old and above to qualify for TravelCare.
- Infants from 14 days to under 24 months old traveling with an Insured Adult are covered for free! A name is not required as long as it is acknowledged that an infant is onboard with the Insured Adult.

7. Can I purchase TravelCare if I am traveling for more than 30 days?
All Return Plans for TravelCare are valid up to 30 days from the Departure Date.

8. What shall I do if I encounter an accident abroad?
- Please call TravelCare's 24-hour Emergency Medical Service number:+84(28) 3822-8779.
- It is important that you call this number for more details before you take any actions. As for outpatient treatment (where applicable), please retain all original receipts and claim them upon your return to Vietnam.

9. Can I cancel my TravelCare and get the refund?
You may cancel your TravelCare and get the refund of paid premium, provided that you have not yet commenced your trip and there is no claim made available.

10. Can I amend my TravelCare?
The TravelCare can be changeable subject to Vietjet's regulations on flight change

11. What happens to my TravelCare Return Travel Insurance if Vietjet re-schedules my Return Flight to a later date?
Your TravelCare Return Travel Insurance is automatically extended to cover you up to a maximum of 3 days if your Return Flight is rescheduled by Vietjet to a later date.

12. Am I required to carry any additional documents to prove my purchase when I am traveling?
Yes, you can print out your TravelCare certificate from your Insurance Confirmation email to prove your purchase during your travelling period.

13. Where can I obtain the full terms and conditions of my TravelCare?
"The Full Terms and Conditions of your TravelCare can be found in our Policy Wordings and Product Descriptions section respectively.
Policy Wording PDF
- Domestic One way. 
- Domestic Return. 
- International One way. 
- International Return. 

14. What kind of benefits do I get with TravelCare?
Please visit the section in our Product Descriptions and Policy Wordings for more detailed information about the benefits available under the TravelCare program.

Note: All benefits are subject to the terms and conditions of the TravelCare insurance policy.

15. When does my TravelCare coverage begin?
- The TravelCare plans commence when you check-in for your Vietjet scheduled Flight.
- Flight Cancellation commences 24 hours from the purchase date of the Vietjet Ticket.

16. How can I claim my outpatient accidental medical expenses under the TravelCare program?
You will be reimbursed for your medical expenses incurred as a result of a covered event as stated in the policy's Full Terms and Conditions.

17. If I need treatment for an illness during my trip, can I claim for medical, hospital or any other related expenses?
No. TravelCare only covers you for accident-related medical expenses

18. Does TravelCare cover Sports and other similar activities?
No, TravelCare does not cover sports and other similar activities. Please refer to the Full Terms and Conditions for more details.

19. Can I cancel my flight for any reasons and get a refund through my Flight Cancellation Benefit?
The Flight Cancellation Benefit is only applicable for the reasons stated in the policy's Full Terms and Conditions. The reasons include unforeseen emergencies such as illness, injury or death involving you, your Immediate Family Members and/or an immediate family member. Pre-existing Conditions are not covered.

20. Can I still buy TravelCare if I have a Pre-existing Condition?
- Yes, however, TravelCare has exclusions on Pre-existing Conditions as stated in the policy's Full Terms and Conditions
- "Pre-existing Condition" refers to injury, sickness, disease, illness or other medical conditions that would have caused an ordinarily prudent person to seek diagnosis, care or treatment or take of prescribed drugs or medicine

21. Does my Baggage & Personal Effects Benefit cover theft?
Yes, TravelCare covers theft and damage due to attempted theft as long as it occurs during your scheduled flight with Vietjet

22. How can I differentiate the TravelCare plan that I have purchased?
Your TravelCare plan is based on your paid premium. Example:
Plan Type
- TravelCare Insure Domestic One-Way Cover
- TravelCare Insure Domestic Return Cover (01-30 days)
- TravelCare Insure International One-Way Cover
- TravelCare Insure International Return Cover (01-30 days)

23. How do I derive the cost per person for TravelCare if my purchase of the Travel Insurance is for more than one person under the same Travel Itinerary?
You may calculate the cost per person as follows:
         (Total Premium) * divided by (Number of Persons) **
         *     Please refer to your Travel Itinerary
         **   Subject to Age Limit Condition i.e must be at least 14 days old and above.

24. How do I file a claim?
Your TravelCare is underwritten by Chubb Insurance Vietnam Co. Ltd. 

1. Online Claim Submmission:
You can submit your claim files to us via our online platform here 

2. Offline Claim Submmission 
a) All claims need to be submitted to us within 30 days of the date of incident giving rise to a claim.
b) Complete the Claim Form in full. 
c) Collate and attach your proof of loss documentation. Send the original Claim Form and proof of loss documentation to the address below (ensure you retain a copy for your own records):

Attn: Claims Department 
Chubb Insurance Viet Nam Company Limited 
Saigon Finance Center, 8th Floor 
9 Dinh Tien Hoang, Da Kao Ward 
District 1, HCMC, Viet Nam 
O + 84 28 3910 7300
Email:  Claims.VN@chubb.com 
 
25. How long does it take before my claims are processed?
Your claims will be processed within 7 days after you have submitted all the required documents.

26. What is the time limit for me to file a claim?
All claims must be submitted to Chubb Insurance Vietnam Co. Ltd. within 30 days after the occurrence of the event together with the supporting documents.

Currency:

Special Passenger

Adults

Children

Infants

>=12 years old

2-11 years old

< 24 months

Manage my booking Flight status

Call Center

Hotline:
(+84) 19001886
or (+84) 28 3526 68 68

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Passengers who aged from 12 years to under 14 years on the date of departure, traveling alone with conditions of acceptance:
· Accept carriage YPTA only on domestic flights.
· Requests must be made at least 24 hours before departure time via VietJet Ticketing offices and Call center.
· YPTA are accepted carriage provide Parents/ Guardian complete the Registration for young passenger travel alone form and sign the declaration of indemnity form.
· YPTA are required to have someone to take/ pick up at departure and arrival terminal

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Children (CHD):
- Children are passengers who aged from 02 years to under 12 years on the date of departure.
- Conditions of acceptance:
· CHD are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special as WCH; BLND; DEAF;Passengers required for medical clearance before departure.
· An adult travel with maximum: 1 INF and 1 CHD under 6 years old; or 02 CHD under 6 years old; CHD from 6 or older: no limitation.

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Infants (INF):
- Infants are passengers who aged under 02 years on the date of departure.
- Conditions of acceptance:
· Infants with usual health status. In case of Infants with unusual health status or prematurely born children are require formedicalclearance (as Passengers required for medical clearance before departure)
· We refuse carriage INF under 14.
· INF are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special assistance as WCH; BLND; DEAF;Passengers required for medical clearance before departure.
· Each adult traveling with 01 INF and INF sists on an adult’s lap.
- The maximum number of INF on each flight depends on individual aircraft.

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1. Wheelchair service:
a. Wheelchair service is a service offered to disabled or medical passengers with reduced mobility, including:
- Passengers requiring wheelchair for ramp (WCHR) are passengers who can ascend/ descend steps and make own way to/from cabin seat, but requiring assistance for distance to/from aircraft across ramp
- Passengers requiring wheelchair for step (WCHS) are passengers who can not ascend/ descend steps, but are able to make own way to/from cabin seat, requiring assistance for distance to/from aircraft across ramp and up/down steps
- Passengers requiring wheelchair for cabin (WCHC) are passengers who completely immobile, requiring assistance to/from aircraft, up/down steps and to/from cabin seat

b. Conditions of acceptance:
- Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
- Passenger’s health are well enough to make the flight. In case of illness, passengers must complete medical clearance to ensure healthy enough to make the flight (as Passengers required for medical clearance before departure).
- The maximum number of passengers requiring wheelchair on each flight is limited depend on individual service.
- Passengers requiring wheelchair for step(WCHS): be accepted when travel with accompanied passenger, who is from 18 years of age or older, healthy enough to assist WCHS passengers up/down steps and on board; each accompanied passenger is accepted to travel with only 01 WCHS.
- Passengers requiring wheelchair for cabin (WCHC): We do not provide wheelchair equipment on board; If passengers agree with the condition: we accept for carriage as WCHS.

2. Service for Blind passengers (BLND):
a. Service for Blind passengers is a service offered to passengers, who lost the ability to sense the visual partly or completely, and need special supports.

b. Conditions of acceptance:
- For accompanied BLND passenger: We accept for carriage of accompanied blind passenger as normal passenger; accompanied passenger is required from 18 years of age or older, healthy enough to assist BLND passengers; Each accompanied passenger is accepted to travel with 02 BLND.
- For unaccompanied BLND passenger: 
• Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
• BLND passengers who are able to self-service in all itinerary is accepted carriage.
• BLND passengers must have assistance from relatives at departure and arrival terminal.

3. Service for Deaf passengers (DEAF):
a. Service for deaf passengers is a service offered to passengers, who lost the ability to sense the visual partly or completely, and need special supports.

b. Conditions of acceptance:
- For accompanied DEAF passengers: We accept for carriage of accompanied deaf passenger as normal passenger; accompanied passenger is required from 18 years of age or older, healthy enough to assist DEAF passengers.
- For unaccompanied DEAF passengers: 
• Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
• DEAF passengers who are able to self-service in all itinerary is accepted carriage

4. Extra seat service (EXST):
a. Extra seat service is a service offered to passengers, who are oversized, require 2 adjacent seats on board in the same flight; or the service offered to passengers requiring 2 adjacent seats for more convenient.

b. Conditions of acceptance:
- Please contact with our ticketing offices, agents, Call center for EXST requirement.
- Application fare as passenger book 1 more ticket at the time of booking service.

5. Pregnant women (PREG):
Pregnant women are required to inform us at the check-in counter and satisfied conditions below:
a. Pregnant women are required to sign the waiver of responsibility form.

b. Pregnant women over 27 weeks – 32 weeks:
- Passengers present maternity certificate form satisfy conditions following:
• The certificate is confirmed by maternity doctor.
• The certificate must not be more than 7 days old from the date of travel
• Health diagnosis of pregnant and fetus are good enough to make the flight. In case Health diagnosis of pregnant and fetus are not good enough to take the flight, are required to complete medical clearance (as Passengers required for medical clearance before departure)

c. Pregnant women over 32 weeks: We refuse carriage.

d. Pregnant with twin or more children; or being pregnant by artificial insemination; or fetal evolution is abnormal: are required to complete medical clearance (as Passengers required for medical clearance before departure)

6. Passengers required for medical clearance before departure:
a. Passengers required for medical clearance before departure is a passenger who has at least one of the criteria below: 
- Passengers who are unable to care for themselves during the flight due to mental problems
- The injured passengers, illness or health condition can cause seriously impact to the other passengers on the flight.
- Pregnant passengers, include: Pregnant with twin or more children; or being pregnant by artificial insemination; or fetal evolution is abnormal.
- Infants with unusual health status or prematurely born children
- Passengers who might have their medical condition aggravated during the flight: lung diseases, ear or nose diseases, newly broken bone, newly surgery, newly being pregnant by artificial insemination, serious allergy, etc.
- Passengers with contagious disease: chicken pox, pulmonary tuberculosis, measles, parotitis, etc

b. Conditions of acceptance: 
- Conditions of accompanied passengers:
Being able to move and care for himself during the flight, accept carriage without accompanied passengers
Being unable to move and care for himself/herself during the flight: accept carriage when travel with accompanied passengers, who is from 18 years of age or older, healthy enough to assist passengers; each accompanied passenger is accepted to travel with only 01 passenger required for medical clearance before departure.
- Condition of health examination: passengers are required to complete health certificate with condition following:
• Health certificate from medical centers following:
 In Vietnam: General and specialized hospitals at central, provincial, city, district or equivalents; private and international hospitals; international general clinic.
 In other countries: Medical central with legal status licensed by authorized authority to operate in local countries.
• Health certificate according to our form Health certificate
• The date of diagnosis must not be more than 7 days from the date of travel
• Refusing carriage:
 Prognosis will get worse for the anticipated trip and/or 
 Passengers’ medical might offensive to other passengers.
• Pregnant women are required to sign the waiver of responsibility form.

7. Infants; Children; unaccompanied minors; young passengers traveling alone:
a. Infants (INF): 
- Infants are passengers who aged under 02 years on the date of departure.
- Conditions of acceptance:
• Infants with usual health status. In case of Infants with unusual health status or prematurely born children are require for medical clearance (as Passengers required for medical clearance before departure)
• We refuse carriage INF under 14.
• INF are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special assistance as WCH; BLND; DEAF; Passengers required for medical clearance before departure.
• Each adult traveling with 01 INF and INF sists on an adult’s lap.
• The maximum number of INF on each flight depend on individual aircraft.

b. Children (CHD):
- Children are passengers who aged from 02 years to under 12 years on the date of departure.
- Conditions of acceptance: 
• CHD are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special.
• An adult travel with maximum: 1 INF and 1 CHD under 6 years old; or 02 CHD under 6 years old; CHD from 6 or older: no limitation.

c. Unaccompanied minors (UM):
- Unaccompanied minors, who aged from 02 years to under 12 years on the date of departure, traveling alone.
- We do not provide UM service.

d. Young passengers traveling alone (YPTA):
- YPTA are passengers, who aged from 12 years to under 14 years on the date of departure, traveling alone.
- Conditions of acceptance:
• Accept carriage YPTA only on domestic flights.
• Requests must be made at least 24 hours before departure time via VietJet Ticketing offices and Call center.
• YPTA are accepted carriage provide Parents/ Guardian complete the Registration for young passenger travel alone form and sign the waiver of responsibility form.
• YPTA are required to have someone to take/ pick up at departure and arrival terminal

8. Baby bassinet on board service; Stretcher service; Oxygen service: We do not provide these services.

9. Elderly passengers:
- Elderly passengers who are 60 years old or older.
- In case of elderly passengers require special assistance, apply correspondence conditions of acceptance.
Contributed – to – Revolution passengers, disabled passengers, elderly passengers, pregnant women and passengers travel with infant are served with priority at Vietjet ticketing offices, airport and onboard.

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