CityLife2u

Submit your claim

All claims must be made to QBE Insurance (Malaysia) Berhad within 30 days after completion of your trip. To save you time, we've made our travel insurance claims process as straightforward as possible. Simply follow the steps below:

  1. Download, print and complete the relevant section of the travel insurance claim form.
    Download Claim Form

  2. Attach the supporting document, such as police report, medical report, original receipt, etc. After choose the claim type, we will let you know what is required.
  3. Post your complete claim form and supporting document to :

    Citylife Apps Solution Sdn. Bhd. ( 1102783-T )
    V03-05-10, Designer Office,
    Lingkaran SV,
    Sunway Velocity,
    55100 Kuala Lumpur.

If we need any more information, we will inform you by email within 2 working days once receiving your completed form and all necessary documentation.

Claims Enquiry Form

Name of Insured person who is making the claim.

The Certificate Number in Travelon Card.

Show required documents.

Please briefly describe for your claim. Eg: "How", "When" and "Where" does it happened.


If you have any further questions, or if you want to discuss your existing travel insurance claims, please contact our Customer Services team:
Phone: +6 03 2711 5994 /5996    Email: support@citylife2u.com   Whatsapp: +6 012-332 2517

Documents Checklist to Submit a Travel Claims

  1. Emergency Hospital and Medical Expenses Claims
    • Claim form.
    • Medical Report (Original)
    • Original Admission / discharge card.
    • Original Bills/Receipts / Prescription.
    • Original X-ray, pathological and investigative reports.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  2. Baggage Delay Claims
    • Claim form.
    • Copies of Baggage Tags.
    • Letter from Airline authorities certifying about the delay or Property Irregularity Report.
    • Original bills / receipts / invoices pertaining to expenses incurred / purchases made during the baggage delay period.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  3. Travel Delay Claims
    • Claim form.
    • Letter from Airline authorities, clearly mentioning the scheduled arrival time and the actual arrival time.
    • All supporting document which related to the travel delay claims.
    • Original bills / receipts / invoices pertaining to expenses incurred / purchases made during the travel delay period.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  4. Baggage & Personal Effect Claims
    • Claim form.
    • Copy of local police report, clearly mentioning the loss of item, amount of money, travel document.
    • Photos of damaged baggage, clearly demonstrated the extent of damage to baggage.
    • Property Irregularity Report.
    • Original bills / receipts / invoices pertaining to expenses incurred / purchases made during the period.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  5. Trip cancellation / Curtailment expenses Claims
    • Claim form.
    • All the supporting document which related to the trip cancellation / curtailment expenses, like: police report, medical report etc.
    • Original receipt of the additional cost for the trip cancellation / curtailment.
    • Proof of the paid amount of the trip, like accommodation, air ticket, ground or travel agency invoice / receipt.
    • No show letter from the Airline authorities.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  6. Loss or Theft of Money / Travel Document Claims
    • Claim form.
    • Local police report, clearly mentioning the loss of money, travel document.
    • Original receipt of the additional cost for the loss of travel document.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  7. Accidental Death & Permanent Disablement
    • Claim form.
    • Death Certificate, Coroners report, Post Mortem report for death claim only.
    • Original X-ray, pathological, investigative reports, admission / discharge card, bills/ receipts for Permanent Disablement claim only.
    • Copy of local police report.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  8. Emergency Evacuation / Repatriation
    • Claim form.
    • Medical Report from attending doctor.
    • Original receipts on all expenses for cost of burial or transporting the mortal remains.
    • Copy of local police report.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  9. Child Protection
    • Claim form.
    • Medical Report (Original)
    • Original Admission / discharge card.
    • Flight tickets, copy of passport of the relative / friend.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  10. Compassionate Visit
    • Claim form.
    • Medical Report (Original)
    • Confirming hospitalization of the insured and duration of hospitalization.
    • Doctor's statement specifically stating the need for an attendant.
    • Flight tickets, copy of passport of the relative / friend.
    • Copy of passport , Visa with Entry & exit stamp , Boarding pass.
    • Copy of latest bank statement.
  11. Home Protection
    • Claim form.
    • Original police report.
    • Original receipt of item claimed.
    • Copy of latest bank statement.

Note! All claims should be notified with 7 days and claims documents to be submitted within 30 days upon completion of your trip.

Note! Please note above list is only indicative. We may call for additional documents/information or may arrange for our representative to verify the facts of the case if required.

The policy is underwritten by QBE Insurance (Malaysia) Berhad.

QBE Insurance (Malaysia) Berhad

Reg. No.: 161086-D A member of the worldwide QBE Insurance Group
No.638, Level 6, Block B1, Leisure Commerce Square,
No.9, Jalan PJS 8/9, 46510 Petaling Jaya,
P.O.Box 10637, 50720 Kuala Lumpur, MALAYSIA.
Phone: 03-7861 8400 Fax: 03-7873 7430

Branches:
Klang . Penang . Seberang Jaya . Ipoh . Johor Bahru . Batu Pahat . Kuching . Sibu . Bintulu . Kota Kinabalu . Sandakan