Hong Kong Airlines | TravelEase Frequently Asked Questions

frequently asked questions
for Hong Kong-originating flights

What is TravelEase?
TravelEase protects you while you are traveling abroad for unexpected events like accidents, lost travel documents and delayed flights. This product is designed specifically for Hong Kong Airlines passengers-needs and is available on hongkongairlines.com.

This travel insurance product is underwritten by AIG Insurance Hong Kong Limited (AIG Hong Kong). Hong Kong Airlines Limited is the registered insurance agent of AIG Hong Kong which is appointed to market TravelEase to Hong Kong Airlines passengers.

How can I buy TravelEase?
You can only purchase TravelEase on hongkongairlines.com for Hong Kong-originating flights. Simply add travel insurance to your itinerary while you're booking your flights online.

Who can buy TravelEase?
TravelEase is available to:

   1. Passengers who are aged 75 or below.
   2. Passengers who are flying out of Hong Kong.
   3. Passengers who are traveling for less than 30 days.

Are you traveling with an infant? Don't worry! If you're traveling with an infant below 2 years old, they're automatically entitled Personal Accident coverage for free when you buy TravelEase to cover your trip.

What kinds of TravelEase plans are available?
TravelEase plans are based on the type of trip and destination you are taking:

1. If you're traveling one-way, you'll be eligible for our One-way Plan.
2. If you're traveling round-trip, you'll be eligible for our Round-trip Plan.

When will TravelEase (covering COVID-19) be available for sale?
This policy applied to journeys departing from Hong Kong to all global destinations from 12th July 2022.

If I purchased flight ticket before 12th July 2022, can I still purchase TravelEase (covering COVID-19) ?
Yes, you can do so via the Manage Booking section on the Hong Kong Airlines website. However, this option is not available if you have already purchased the AIG travel insurance policy with the flight ticket before 12th July 2022.

What benefits are offered by TravelEase?
TravelEase offers these outstanding benefits* and features.
*Please see the policy wording for the full terms, conditions and exclusions that apply.

	Emergency Medical Expense Benefit TravelEase covers medical bills of up to HK$1,200,000(subject to the actual limit of your purchased plan) in case you encounter an Accident or Sickness while traveling. If you contract COVID-19 while traveling internationally Travelease covers HK$ 800,000 of your medical expenses. For other COVID-19 benefits please refer to policy wordings.

	Overseas Hospital Cash Benefit TravelEase will provide cash payments up to a maximum of HK$500(subject to the actual limit of your purchased plan) per day if you're confined in a hospital overseas (under Round-trip Plan).

	Evacuation & Repatriation Benefits TravelEase will help you get back home to your loved ones in case something happens to you on your trip (under Round-trip Plan).

	COVID-19 Coverage TravelEase provides coverages for COVID-19, including reimbursement for journey cancellation and curtailment if you or your Immediate Family Member contracts COVID 19, out-of-country COVID-19 diagnosis quarantine allowance and medical expenses if you contract COVID-19 while traveling internationally.

	Personal Accident Benefit TravelEase will provide a lump sum cash payment if you suffer a fatal accident during your trip.

	Flight Delay TravelEase compensates you financially for the time you spend waiting if your Hong Kong Airlines flight is delayed for more than 10 hours for reasons including but not limited to if the delay is directly caused by natural disaster or equipment failure of the Common Carrier.

	Trip Cancellation & Curtailment TravelEase covers the non-refundable Hong Kong Airlines air ticket and accommodation fare if you have to cancel or cut your trip short due to insurable perils such as death of an Immediate Family Member or Serious Injury.

	Baggage & Personal Effects TravelEase covers the loss of, or damage to, your luggage while you are traveling.

	Loss of Travel Documents TravelEase covers the cost of replacing your travel documents (under Round-trip Plan).

	Personal Liability TravelEase covers you against legal liability to a third party due to negligence while travelling abroad (under Round-trip Plan).

	24-hr Emergency Medical Assistance TravelEase provides you with round-the-clock assistance for medical emergencies under Round-trip Plan.

	Baggage Delay TravelEase covers the actual expenses for the emergency purchase of essential items if your baggage is misdirected for more than 10 hours.

	Fraudulent Use of Credit Card TravelEase will reimburse the non-legal liability for payment arising out of the unauthorized use of credit cards and / or the cost of replacing credit cards in the event the credit cards are stolen during the journey.

	Accident while in a Common Carrier TravelEase will cover the injury sustained by the Insured Person in an Accident occurring during the Journey while riding as a passenger in a Common Carrier.

	Child Guard TravelEase will reimburse you for the costs of additional Accommodation and / or Travel Ticket for 1 Immediate Family Member or 1 Traveling Companion to accompany your child(ren) aged below 15 back to Hong Kong in the event of overseas hospitalization due to death, Serious Injury or Serious Sickness.

	Compassionate Visit TravelEase will reimburse you for the costs of additional travel ticket and / or Accommodation for 1 adult Immediate Family Member to fly over or for 1 Travel Companion to stay behind in case of death, Serious Injury or Serious Sickness.

When does my TravelEase Coverage begin and end?
For One-way Plan*, your coverage begins upon check-in for your departure flight from Hong Kong and ends upon your arrival to your Hong Kong Airlines flight's country of destination.

For Round-trip Plan*, your coverage begins upon check-in for your departure flight from Hong Kong and ends upon the arrival of your return flight to Hong Kong.

* Except for the Trip Cancellation Benefit, available for all plans. It begins 90 days prior to your departure or the purchase date, whichever is later.

If I get sick during my trip, will TravelEase cover me for hospital and other related expenses?
If you're traveling Round-trip, TravelEase covers you for sickness-related medical expenses while you are overseas, however Pre-existing Conditions are not covered under the policy.

To learn more about your Medical Expenses Benefit, please view the full terms and conditions of your policy.

Does TravelEase Medical Benefits include follow-up treatment in Hong Kong?
Yes! If medical treatment is received during your trip overseas, you can have follow-up treatment (within 3 months upon your return to Hong Kong) of up to HK$50,000.

Can I cancel my Hong Kong Airlines flight booking for any reason and get a full refund of my airfare because of the Trip Cancellation Benefit in my TravelEase policy?
Your Trip Cancellation Benefit only covers the non-refundable portion of your fare when you cancel your flight booking due to valid insurable perils that would prevent you from commencing your trip.

To learn more about insurable perils for trip cancellation, please view the full terms and conditions of your policy.

My TravelEase Policy

Where can I get the full Policy Wordings of my TravelEase policy?
TravelEase Policy Wordings are available on this Web site! Click here to view or download your Policy Wordings in PDF Format. It is advisable that you read and understand the policy provisions of TravelEase before you purchase it.

What should I do if I did not receive my TravelEase Confirmation?
Don't worry! You don't need to bring a copy of your Insurance Confirmation on your trip. All you need is your Policy Number and our 24-Hour Travel Guard Assistance Hotline (852) 3516 8699.

If you did not receive a copy of your TravelEase Insurance Confirmation, please e-mail us your request including your Full Name, Date of Purchase, Policy Number (if available), Travel Dates and E-mail Address.

The details of my flight booking have changed. How should I go about changing the details of my TravelEase policy?
If you would like to make changes to your policy, please e-mail us or call our Customer Service Hotline at (852) 3666 7025 (Open Monday-Friday from 9 a.m. to 5:30 p.m. Hong Kong time).

	Before Departing Hong Kong You can make changes to your TravelEase policy in conjunction with any changes you make on your Hong Kong Airlines flight booking before you depart Hong Kong.

	After Departing Hong Kong You'll be able to extend your TravelEase coverage even after you've left Hong Kong. All other changes to your policy are prohibited.

Can I cancel my TravelEase policy and receive a refund?
Sorry, TravelEase cannot be cancelled. However, you'll be able to "re-schedule" your Travel Insurance policy, effective for 6 months, so you don't lose your money.

Let TravelEase Take Care of You

What should I do if I fall ill or get into an accident while traveling?
Please call our 24-Hour Travel Guard Assistance Hotline (852) 3516 8699 if you encounter an accident while you are traveling and we will ensure that you get the necessary assistance.

If you received medical treatment, please make sure you keep original copies of your receipts to make processing your refund easier.

How do I file for a claim?
Detailed instructions for filing claims are included in our Travel Insurance Claim Form. Please note that you should file your claim no later than 30 days after the occurrence of the claimable event.

How long does it take to process my claims?
AIG Hong Kong will process your claims within fifteen (15) days following the receipt of all necessary documents.