23 August 2019
Customers who have purchased travel insurance or takaful products from Etiqa will be able to claim compensation if their flight was delayed for more than the stipulated number of hours in their policy contract.
This is despite the delay being caused by a systems disruption, which is not covered, at Kuala Lumpur International Airport or klia2.
According to a statement by the multi-channel distributor of insurance and Takaful products, Etiqa’s travel products honour claims for flights which have been delayed as a result of situations such as strikes, adverse weather conditions and mechanical breakdown of the carrier.
“However, delays due to disruptions of airport systems are traditionally excluded from the benefits we offer to our travelling customers, ” it continued.
Nonetheless, it has decided to make an exception in this instance.
Etiqa Insurance and Takaful group chief executive officer Kamaludin Ahmad said while Etiqa was unable to resolve the delays, it was “definitely in a position to alleviate some of the pain”.
“So for these special group of customers who have been affected by the systems disruption at KLIA or klia2 since yesterday, we are making an exception to pay out these flight delay claims even if it’s not covered, ” he added.
Etiqa customers affected can WhatsApp Etiqa at 019-6507931 (available from 9am to 5pm, Monday to Friday) with their IC number, flight itinerary, boarding pass and bank account details for them to be able to disburse the claim benefits.
For enquiries during non-business hours, customers may reach Etiqa at firstname.lastname@example.org.