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How to Make a Claim

We always strive to process claims as quickly as possible. To avoid delay and to ensure your claim is handled promptly and efficiently, we have provided this useful guide on what to do if you wish to make a claim.

What shall 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.

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

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What to do in the event of a Claim

  • 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.  
  • For all other claims, please advise us within 30 days of the incident giving rise to a claim.
  • You must submit all supporting documentation and proof of loss.
  • For Travel or Baggage delays, a document must be obtained from the airline involved confirming the flight number, delay period and the reason for the delay
  • Immediately (within 24 hours) report any checked-in baggage loss, damage or theft to the airline involved and submit a claim to them. Please also obtain a Loss/Damage Baggage Report from the Airline Representative.
  • Report any other baggage loss or damage to the local authority/police and retain the police report for your records to submit with the Claim Form.
  • All losses under Travel Documents must be reported to local authorities and written acknowledgment obtained.
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How to File Your Claim

  1. All claims need to be submitted to us within 30 days of the date of incident giving rise to a claim.
  2. Download the Claim Form and follow the simple and detailed instructions for the benefit you would like to claim against.
  3. Collate and attach your Proof of Loss documentation.
  4. Email the completed Claim Form and Proof of Loss documentation to paltravelclaims@pnbgentravel.com.
  5. PNBGen  will process your claims within 5 to 10 working days following the receipt of all claims requirements.
  6. For questions about your claim, please contact:
    PAL Travel Insurance Customer Service
    Email : paltravelclaims@pnbgentravel.com
    Call us Monday to Friday, 8:30am – 5:30pm at +632 859-2655 
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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

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