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Frequently Asked Questions

PAL Travel Insurance is exclusively designed for Philippine Airlines passengers departing from the Philippines to offer low premiums with reliable travel protection.

These Frequently Asked Questions (FAQs) will assist you with your queries or alternatively, you may contact us

 

PAL Travel Insurance Customer Service
Tel:     +632 859-2655
Email: paltravelinsurance@pnbgentravel.com
Office Hours:  Monday to Friday, 8:30am – 5:30pm

About PAL Travel Insurance

Who provides this Travel Insurance Cover?

PAL Travel Insurance is underwritten by PNB General Insurers Co., Inc.  and has been especially designed to cater to your needs.


How can I purchase PAL Travel Insurance ?

You may either purchase PAL Travel Insurance at PAL's website http://www.philippineairlines.com when you are making your flight booking or from the website link directly http://www.pnbgentravel.com


Who can purchase PAL Travel Insurance ?

PAL Travel Insurance is available to passengers travelling within or from the Philippines who are at least two (2) weeks old but not more than seventy-five (75) years old on the Effective Date of coverage.

Infants below the age of 2 years are covered for free.


If I am travelling in a group and made a flight booking under one booking, will everyone in the travelling party be covered?

Yes, all passengers aged two (2) weeks old but not more than seventy-five (75) years old on the Effective Date of coverage will be covered.


Can I purchase PAL Travel Insurance if I am not a resident of the Philippines?

Yes.


Can business travelers purchase this travel insurance?

Yes, there are no eligibility restrictions for business travelers.  This insurance is available for both business and leisure travelers.


If I am traveling for more than 45 days, which travel insurance can I avail of?

PAL Travel Insurance provides coverage for a maximum period of 45 consecutive days per trip. For information on how to purchase coverage for the rest of your trip beyond the first 45 consecutive days, please call PAL Travel Insurance Customer Service Hotline at +632 859-2655.


When does PAL Travel Insurance coverage take effect?

All PAL Travel Insurance benefits, except Trip Cancellation, begin two (2) hours before the Insured's scheduled flight departure time and end on whichever of the following occurs first:
a)             two (2) hours after the scheduled flight arrival time;
b)            the expiry of the policy period specified in the Confirmation of Cover;
c)             the Insured's return to his/her place of residence or employment;
d)            for One-Way itineraries, upon Insured's arrival at the flight destination.
For Trip Cancellation, the benefit takes effect upon confirmation of the application and receipt of premium payment.

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About PAL Travel Insurance Benefits Offered

What are the benefits offered?

Please refer to our Summary of Benefits to learn about the PAL Travel Insurance benefits and limits and a brief description of what is covered by each benefit.

Also, please read the Group Policy Wording carefully for the complete details of the terms, conditions and exclusions of the insurance cover.

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After Purchasing Your PAL Travel Insurance

Where can I get the full policy wording?

Just click the Group Policy Wording link and you will be able to download the entire policy wording / terms and conditions.


What should I do if I do not receive a PAL Travel Insurance Confirmation of Cover?

If you have purchased via http://www.philippineairlines.com website you will automatically receive your Confirmation of Cover via email shortly after confirming and making your payment.  If you do not receive your Confirmation of Cover, please contact: 
 

PAL Travel Insurance Customer Service

Email: paltravelinsurance@pnbgentravel.com
Call us Monday to Friday, 8:30am – 5:30pm at +632 859-2655. 

I have changed the itinerary details of my PAL flight. How can I make changes on PAL Travel Insurance?

After you have made changes to your flight, please contact the PAL Travel Insurance Customer Service at +632 859-2655 for the corresponding changes on your PAL Travel Insurance.

Note that for changes to your flight, you may call PAL Reservations at +63 2 855-8888.

I have noticed that the personal details on the Confirmation of Cover are incorrect, what should I do?

Your personal details are likely to be incorrect on your PAL flight ticket also. We recommend you call PAL Reservations at +63 2 855-8888 and inform the Customer Service Representatives of the changes that need to be made. Please contact the PAL Travel Insurance Customer Service at +632 859-2655 for the corresponding changes to your PAL Travel Insurance. You will receive a revised Confirmation of Cover with the corrections via email.

If you do not receive the email, please contact
 

PAL Travel Insurance Customer Service

Email: paltravelinsurance@pnbgentravel.com
Call us Monday to Friday, 8:30am – 5:30pm at +632 859-2655.

We will investigate and arrange for your email Confirmation of Cover to be re-sent to you.

I would like to postpone the trip, what should I do with my PAL Travel Insurance?

You can still use your PAL Travel Insurance cover if you postpone and re-book your PAL travel dates within a six (6) month period. You just need to call the PAL Travel Insurance Customer Service at +632 859-2655 to arrange for this.


I would like to cancel the trip, is PAL Travel Insurance premium refundable?

Yes, the PAL Travel Insurance premium is refundable.  You just need to call the PAL Travel Insurance Customer Service at +632 859-2655 to arrange for this.


What should I do if I need emergency assistance?

Our 24-hour “PAL Travel Assistance” team is ready to assist you.  Please call +632 846-2171 anytime, anywhere. Please click on the link if you want to know more about PAL Travel Assistance.


What should I do if I have an accident / sickness and am admitted to a hospital?

Please call our 24-hour “PAL Travel Assistance” team at +632 846-2171. They will be able to arrange for medical bills to be paid directly to the hospital.  Please click on the link if you want to know more about PAL Travel Assistance


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About Your Travel Insurance Claim

How do I make a claim?

Please refer to our guideHow to Make a Claimfor more information.


What should I do if I need emergency or travel assistance?

Our 24-hour “PAL Travel Assistance” team is ready to assist you.  Please call +632 846-2171 anytime, anywhere. Please click on the link if you want to know more about PAL Travel Assistance.


Contact the local telephone operator and ask for a reverse charge call to PAL Travel Assistance.


When must I inform PAL Travel Insurance of the claim?

Medical Expenses or Assistance Claims
If you have been hospitalized, or require emergency evacuation or repatriation following an accident or sickness, you must contact our 24-hour “PAL Travel Assistance” team immediately or as soon as reasonably possible so that necessary arrangements can be made. Please call +632 846-2171 anytime, anywhere.   


All Other Claims
As soon as reasonably possible (and no later than 30 days after the date of incident giving rise to the claim), you should complete the Claim Form and submit a Claim Notification to PNB General Insurers Co., Inc.

Please click on the link if you want to know more about How to Make a Claim.


What documents are required to process a claim?

We require a fully completed Claim Form, together with a copy of your itinerary and/or Confirmation of Cover.  Depending upon the type of claim, supplementary evidence will be required.  Further information is provided in How to Make a Claim.  Please click on the link for more information.


How long does it take to process the claim?

We always strive to process claims as quickly as possible.  To avoid delay and to ensure your claims is handled efficiently, please complete the Claim Form in full and submit all required proof of loss documentation.


Please click on the link if you want to know more about How to Make a Claim.


How are claims paid?

Claims will be paid directly to the medical service provider or via check to the insured depending on the type of claim.  All claims are settled in PHP for Domestic flights and USD for Regional or International flights.

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Domestic
Bacolod, Basco, Busuanga, Butuan, Cagayan De Oro, Calbayog, Catarman, Caticlan, Cebu, Cotabato, Davao, Dipolog, Dumaguete, General Santos, Iloilo, Jolo, Kalibo, Laoag, Legazpi, Manila, Masbate, Naga, Ozamiz, Puerto Princesa, Roxas, Surigao, Tacloban, Tagbilaran, Tuguegarao, Zamboanga

Asia (Except Japan, Korea and the Middle East)
Bali, Bangkok, Beijing, Chengdu, Guangzhou, Ho Chi Minh City, Hong Kong, Jakarta, Jinjiang, Kuala Lumpur, Macau, Shanghai, Singapore, Taipei, Xiamen

Rest of the World
Abu Dhabi, Auckland, Bahrain, Brisbane, Busan, Cairnes, Dammam, Darwin, Doha, Dubai, Fukuoka, Guam, Haneda, Honolulu, Istanbul, Jeddah, Kuwait, London Heathrow, Los Angeles, Melbourne, Nagoya, New York, Osaka, Ottawa, Port Moresby, Riyadh, Saipan, San Francisco, Seoul, Sydney, Tokyo, Toronto, Vancouver
One-Way Trip
Covers travel commencing from the Philippines and ending at your Destination.

Round-Trip
Covers travel commencing and ending in the Philippines.
Enter the number of people travelling as per your itinerary.

Adult: From 12 years onward
Child: Below 12 years
Infant: Below 2 years