FAQs –Sky Care Insurance

Sky Care is an insurance product for passengers flying on domestic and international flights operated by Vietjet; applies for passengers initially book tickets through Vietjet's direct sales channels, including: Vietjet's website/ mobile app, Booking Office, Call Center and SkyJoy app with benefits: flight delay, baggage delay and more...

Sky Care insurance program is provided by HD Insurance Company Limited (HDI) and BaoViet Insurance Corporation (BHBV).

This is an insurance program designed exclusively for domestic and international flights meeting the conditions as prescribed by Vietjet and transported by Vietjet with attractive benefits: Travel inconveniences: Flight delay, Baggage delay, loss/damage to baggage.

No. This insurance program purchased by Vietjet and offered to customers who are eligible to fly and meet other conditions according to Vietjet's regulations.

Vietjet's Sky Care insurance does NOT apply to:

• Passengers use charter flights of Vietjet;
• Using SFC Tickets (Staff Flight Coupon) - Preferential tickets for employees of the Policyholder;
• Using of Award/Gift Tickets;
• Using Business Tickets for employees of the Policyholder;
• Turn-around flight;
• Not apply to tickets purchased through sales channels such as: Travel agencies, Tour operators, Online Travel Agencies (OTAs), Group desk, General Sales Agents (GSA) in countries outside of Vietnam, and international flight ticket distribution channels (GDS), etc.
• Passengers buy tickets from Vietjet but flying on flights operated by Thai Vietjet;
• Passengers are not accepted for carriage during the Insurance Period.

After 02 (two) hours from the actual flight departure time, Passengers can look up the insurance certificate by 01 (one) of 02 (two) methods as below:

• Look up at website: https://vietjetair.hdinsurance.com.vn/search-insurance-policy.hdi or;
• Call the hotline number:1900 068 898 for support in checking information and direct instructions.

The Sky Care insurance program applied for flights:

• Group 1: Flight from Vietnam to other Countries (Destination Country)
• Group 2: Flight from other Countries (Departure Country) to Vietnam

Accordingly, round-trip air ticket from India to Australia on flights operated by Vietjet that satisfy the conditions will be covered by the Sky Care Travel Insurance program.

If passengers initially book tickets via Vietjet's website/ mobile app, Booking Office, Call Center, and SkyJoy app and fly from India to Australia with connecting flights in Vietnam (India - Vietnam - Australia), they will be covered under the Sky Care Travel Insurance program. For specific benefits, please refer to here.

• Notice of claim must be given to the Company immediately and, in any event, within 45 (forty-five) days of the completion of the relevant Trip;
• For the benefit of Vietjet flight delay, the insured person must submit a claim notification to the insurance company within 45 (forty-five) days from the date Vietjet sends an email notification of the Vietjet flight delay benefit. In all cases, the deadline for submitting the claim notification shall not exceed 365 days from the date of the insured event.
• Failure to give notice in the time prescribed shall not invalidate a claim if it can be shown to the Company's regulation that notice had been provided as soon as was reasonably practicable and, in any event, within 60 (sixty) days of the completion of the relevant Trip.

• All evidence of claim related to loss as requested by the Insurance Company will be provided by the claimant at their own expense in Vietnamese or English language;
• For Delayed baggage, Loss or damage to baggage and/or personal belongings and Loss Travel documents benefits, proof of claim in written or images or soft copy must be provided to the Company within 60 (sixty) days of the completion of the relevant Trip;
• For other insurance benefits, written proof in support of a claim must be provided to the Insurance Company within 60 (sixty) days of the completion of the relevant Trip;
• Failure to provide such proof within the time required shall not invalidate any claim if it was not reasonably possible to give proof within such time, provided such proof is furnished as soon as is reasonably possible, and in no event later than 180 (one hundred and eighty) days from the time such proof is otherwise required.

• For “Vietjet Flight Delay” benefit: Baoviet Insurance will notify the customer of the claim result within 05 (five) working days from the date of receiving the claim request as per regulations.
• For other benefits: Baoviet Insurance will notify the customer of the claim result within 15 (fifteen) working days from the date of receiving the full and valid claim documents.

In case you send your claim documents via a courier or post, the claim period is calculated from the date received your documents from the courier or post (according to the post office’s record).

All claims for Sky Care benefits are to be handled and processed by BaoViet Insurance Corporation. Eligible passenger can make a claim via:

• Access Sky Care online claim portal at https://skycare.baoviet.com.vn (English version is available under language selection) for the instructions, and follow steps of registration, authentication and submission of claim with required evidences;
• Or send the soft-copy/ hard-copy to BaoViet Insurance Corporation at:
  • Soft-copy: mail to insurancehelp@baoviet.com.vn 
  • Hard-copy: send to:
    Healthcare Claims Division – BaoViet Insurance Corporation 
    Address: 7 Ly Thuong Kiet Street, Phan Chu Trinh Ward, Hoan Kiem District, Ha Noi
• Or dial the hotline number: 18001118 ext. 3 (from Vietnam), or + (+84)766558899 ext. 3 (outside Vietnam)

Yes. You can claim multiple insurance benefits simultaneously if the insured events coincide.

Once an insurance event occurs when you travel with Vietjet, in addition to insurance benefits which you may be entitled to subject to the Vietjet Terms and Conditions of carriage, and to an insurance cover you chosen to select separately, you can still request a claim under the Sky Care insurance plan for International. Sky Care insurance plan for International will be responsible for the event covered by Sky Care insurance plan for International and the amount not covered under other insurance policies.

No. Passengers who do not fly with Vietjet do not receive insurance benefits.

If you have an unexpectedly changed flight which Vietjet confirms, you are entitled to the benefits of the new flight as the program of Vietjet provided that this new flight meets the conditions of the Insurance program.

You may receive indemnity by bank transfer method or cash at Baoviet Insurance’s head office at: No. 8 Le Thai To Street, Hang Trong Ward, Hoan Kiem District, Hanoi.

There are 03 (three) options for the insurance company to pay compensation:

• Option 1: You can create a bank account for the Insured;
• Option 2: You can provide a legal power of attorney to the Insurance Company about the Insured Person authorizing you to receive compensation from the Insurance Company.
• Option 3: The Insured can receive cash at Baoviet Insurance’s head office at: No. 8 Le Thai To Street, Hang Trong Ward, Hoan Kiem District, Hanoi.

• The Insured (Individual flies with Vietjet);
• Insured person under 18 years old: the father/ mother or legal guardian or the person who book the ticket to accompany with the Insured person on the flight will be the claimant;
• Other claimants: a legal power of attorney from the insured person must be provided. For foreign individuals, the authorization process must be legalized by consular authorities and the translation must be notarized according to legal regulations.

• You can choose to receive cash at the headquarters of Bảo Việt Insurance at No. 8 Lê Thái Tổ, Hàng Trống Ward, Hoàn Kiếm District, Hanoi City, or via bank transfer to your overseas bank account. The required banking details include: Account holder's name, Account number, Bank name, Branch, SWIFT code, BSB number, or IBAN (if applicable).
• Note for Vietnamese citizens living abroad: You need to provide additional documents, including your Passport and Residence Card/Visa confirming your residence abroad.

The Claimant only needs to submit a compensation claim online at https://skycare.baoviet.com.vn or send a Claim form with signature of the Claimant for Bao Viet Insurance Corporation. Other documents are not required.

• A baggage irregularity report is made within 24 (twenty-four) hours from the time of the incident;
• A record confirming the late arrival time from the time the flight lands;
• Other documents required by Insurer for each specific case.

• Report of confirmation of the Airline about the loss or damage of baggage or personal belongings (must be made within 24 (twenty-four) hours of the incident) (In case of loss or damage under control of Airline);
• Police or competent authority report (must be made within 24 (twenty-four) hours upon discovery) (In case of loss or damage caused by third party or loss or damage outside of transportation of Airline);
• Other documents required by Insurer for each specific case.

• A copy of immediate notification to the carrier and his/her acknowledgement when loss or damage has occurred in transportation or Certified copy of immediate police or competent authorities report when loss or damage has occurred in other circumstances. Reports to these authorities must be made within 24 (twenty-four) hours of the occurrence;
• Valid receipt or invoice showing the cost of replacing lost travel documents (outside Vietnam);
• Other documents required by Insurer for each specific case.