I am writing to seek your utmost assistance regarding a travel insurance claim dispute, which I believe reflects a broader issue of unfair claims handling.
My wife and I held valid annual travel insurance policies with Tokio Marine Insurance (Malaysia) Berhad. In November 2023, my first claim for travel cancellation was approved and paid.
However, two subsequent travel cancellation claims (second and third claim) in April and June 2024 were rejected, even though my wife, undergoing daily radiotherapy, was medically certified as unfit to travel and required ongoing rehabilitation.
The insurer relied on “pre-existing condition” and “hospitalisation beyond 30 days” to reject these claims, despite the fact that:
- the same medical condition did not prevent approval of an earlier claim, and
- the claims were for travel cancellation, not hospitalisation benefits.
I have exhausted available complaint channels through FMOS (Financial Markets Ombudsman Service) and Bank Negara Malaysia, both of which declined further involvement following adjudication.
The rejected amount totals RM6,308. I am concerned that such outcomes leave consumers without meaningful protection when medical conditions arise unexpectedly and travel becomes impossible.
I respectfully seek your assistance in reviewing this matter, highlighting it as a consumer issue or engaging the insurer on fair claims handling practices.
Ng Siew Chai lives in Kota Kinabalu, Sabah.
- This is the personal opinion of the writer or publication and does not necessarily represent the views of CodeBlue.
