These case studies have been modified so as not to identify any actual cases at FIDReC. They are provided for purposes of learning and are not necessarily indicative of outcomes at FIDReC.


Mr and Mrs Ang were excited to visit their new-born grandchild in Sydney. They bought their air tickets and a travel insurance policy for the duration of their trip. On their last day in Sydney, Mrs Ang took a PCR test that confirmed that she was Covid-19 positive. She was not allowed to board her flight back to Singapore and Mr Ang flew back without her.

Based on the local laws at the time, Mrs Ang had to isolate for 7 days at a hotel designated for isolation. She contacted the Singapore embassy for advice. The embassy informed her that the Singapore authorities required her to complete 14 days of isolation before her return. They told Mrs Ang to contact them once she had completed a supervised ART test on the 14th day of her isolation. Meanwhile, Mrs Ang managed to contact her insurer to extend her coverage for another 14 days.

On the 14th day of her isolation, Mrs Ang’s supervised ART test returned a negative result. She forwarded this result to the Singapore embassy, who helped arrange for her return flight. She only needed to pay administrative charges to the airline for the flight change.

Unfortunately, when Mrs Ang made her insurance claim, the insurer was only prepared to reimburse her for the administrative charges and the accommodation for the first 7 days of isolation. Mrs Ang then came to FIDReC.

During mediation, the insurers agreed to consider Mrs Ang’s claim for all 14 days of isolation, but only up to the policy limit. As Mrs Ang purchased a policy with a low limit, the insurers paid her up to that amount. Mrs Ang accepted the outcome.


Key Learning Points


  • Different countries have different approaches towards border controls due to Covid-19. Familiarise yourself with the travel restrictions of all the countries you are traveling to. Stay alert for changes and new developments.
  • When buying your insurance policy, shop around for something that suits you. Different policies have different terms and coverage. Always read the policy documents to check that the coverage is what you require, e.g., the policy covers Covid-19 related trip cancellation and medical expenses, the policy limits are adequate, etc.
  • Always have a copy of the insurance certificate and the insurer’s emergency contact number with you when travelling. In case of emergency, you should always call the insurer for help.
  • Mediation is a process that can help both parties effectively resolve their dispute. When a dispute arises, there is naturally a lot of unhappiness. Do try to think objectively and rationally about your case. Only then will you be able to make the best decision for yourself.


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