News Releases

Chubb Travel Insurance - Policy & Claims Response
( updated on 2020/3/4)
Mar 5, 2020

At the beginning of 2020, cases of pneumonia of unknown etiology were detected in Wuhan, Hubei province, and medical analysis revealed that this is a new type of coronavirus(COVID-19). On 1 March 2020, World Health Organization has raised risk assessment of the COVID-19 to “very high” at a global level in terms of its spread and impact.

Chubb in China (thereafter known as Chubb) pays close attention to the evolving situation as well as relevant information about the insurance industry and relevant health-related policies and announcements of China and the world. Chubb has launched its emergency response to provide timely support for all customers, effective from 26 January 2020. Given the current situation, the policy response has now been updated as:


Policy Response

1)     For travel insurance policies that are purchased after 0:00 on 26 January 2020, insured events related to the COVID-19 would be considered a “known event” and would not be indemnified;

2)    Customers who have purchased Chubb’s travel insurance products before 00:00 on 26 January 2020 and have not traveled and therefore do not have any claims to be filed, could call our Customer Service Hotline to get the refund;

3)    For customers who have purchased Chubb’s travel insurance products before 00:00 on 26 January 2020 and who have suffered from loss of travel expenses due to change of the itinerary, if your coverage includes travel change (cancellation or curtailment), you shall first contact your travel agency, airline, hotel and other travel-related agencies, and if you fail to obtain a refund in accordance with law, for losses that fall within the agreed scope of the policy, please keep the relevant claim materials as required by the insurance clauses and file a claim through Chubb China’s claims channel via WeChat.


Claims reporting and 24-hour medical support


Customers can call the following Customer Service Hotline to report a claims case:

  • Leisure travel policyholder: 400 921 6777
  • Insured employees under business travel insurance policy: 400 889 2120


We have dedicated customer service personnel to receive claims cases and provide professional medical guidance and respond to customer inquiries through the global emergency assistance center (hotline: +86 0512 8090 3049).


This notice is implemented from the first time of release on 26 January 2020.