Frequently Asked Questions

About SafePro

What is the difference between SafePro Membership and typical travel insurance?


Contrary to widely-held beliefs, typical travel insurance does not provide coverage for costs incurred in the course of extraction or evacuation during a security event which may be terrorism-related. SafePro member gets more than just travel insurance coverage.

As a privileged SafePro member, you will get more than just travel insurance coverage benefits. We place paramount importance on the safety and well being of each and every member. In the event of security incident (which may be terrorism-related) where our member feels any threat to his / her safety, SafePro will seek to deploy security resources to extract or evacuate our member to safety. Costs incurred in the course of the extraction and evacuation will be borne by SafePro.




What are the benefits of being a SafePro Member?


Besides enjoying the benefits of travel insurance, SafePro members have access to:

  1. Usage of SafePro mobile app (supported by 24/7 global operations centers around the world)
  2. Timely intelligence and threat assessments on travel destinations
  3. 24/7 global monitoring & emergency alerts on high impact events which may threaten the safety of members
  4. Emergency assistance around the clock for security or medical requirements
  5. Security and/or medical evacuation in the event of natural disaster, terrorist attack, government ordered evacuation, or civil unrest while traveling

Costs incurred during the security or medical evacuation will be fully borne by SafePro depending on membership tier.




What is travel insurance and what does it typically cover?


Travel insurance is insurance that is intended to cover medical expenses, trip cancellation, lost luggage, flight accident and other losses incurred while traveling, either internationally or domestically. Travel insurance can usually be arranged at the time of the booking of a trip to cover exactly the duration of that trip, or a "multi-trip" policy can cover an unlimited number of trips within a set time frame. Some policies offer lower and higher medical-expense options; the higher ones are chiefly for countries that have high medical costs, such as the United States.

The most common risks that are covered by travel insurance plans are:

  • Medical treatment, including transportation to the medical facility. Medical expense coverage can be per-occurrence or maximum-limit.
  • Cancellation, curtailment and trip interruption including any unused travel and or accommodation costs, pre-paid charges (including any additional travel expenses incurred, provided they are deemed reasonable and necessary) if a trip is canceled or cut short under a variety of circumstances, which may include various incidents, depending on the policy.
  • Repatriation of remains
  • Return of a minor
  • Trip cancellation or interruption
  • Accidental death, injury or disablement benefit
  • Overseas funeral expenses
  • Lost, stolen or damaged baggage, personal effects or travel documents
  • Delayed baggage (and emergency replacement of essential items)
  • Flight connection was missed due to airline rescheduling or delay.
  • Travel delays due to weather
  • Hijacking




What is terrorism cover?


With so many events all over the world that threaten social and political stability, every traveler is advised to get a travel insurance terrorism cover which handles potential liabilities and losses in times of terrorist attacks.

Singapore may currently be considered as low-risk but Singaporeans are advised to have travel insurance policies since neighbouring regions that are potential travel destinations are prone to terrorist threats.

Terrorism coverage can be included in other kinds of insurance but it is mainly an included benefit in travel medical insurance. Depending on your policy, insurance companies may provide coverage for the treatment of illnesses and injuries that are a result of terrorist acts.

Non-medical insurances can only provide cancellation, reimbursement or changed or interrupted flights due to terrorism incidents.




What is an act of terrorism?


The act of terrorism simply put is when a damage, harm or injury to human life or property. It is usually with an objective to pursue either economic, ethnic, political, racial or religious interest. When the relevant government declares there is an act of terrorism in the country of your visit, it will also be covered by SafePro.

Traveling is a risk and going to places that are threatened by terrorist activities is a more dangerous situation to be in. Stay informed, stay clear and stay safe. SafePro will keep you safe and protected.





About Travel Protect

What is SafePro Membership Program?


Due to COVID pandemic, major cross border or intra country travel has ceased. With the spread of the COVID19 virus, this has also been excluded from most, if not all, current travel insurance and medical insurance program. SafePro Membership Program is not an insurance product. It is a membership plan managed by SafePro Group and we work to ensure your well-being during security or medical crisis when you are travelling. As a member, you will be entitled to various travel and membership benefits such as reimbursement for medical expenses due to COVID19 when travelling or loss of luggage or flight changes.




Who can become a SafePro Member?


As part of the exclusive partnership with UOB Travel, any person legally residing in Singapore and purchase air tickets from UOB Travel can be a SafePro member. To be eligible for SafePro membership, members must be above 16 years of age and residing in Singapore. For persons below 16, a legal guardian would be required. Approval of membership is subject to the full completion and submission of information and receipt of payment from UOB Travel to SafePro Group. Payment fees are non-refundable and non-cancellable.




Can I become apply for SafePro Membership if I purchase my air tickets from other travel agents or directly from the airlines?


This membership program is currently only available for UOB Travel customers. SafePro does not accept applications for membership from other travel agencies or airlines.




When does travel benefits apply?


SAFEPRO travel benefits is only valid for SAFEPRO members during the duration of travel outside Singapore and for travel to and from Singapore. Travel and membership benefits are only valid for the period of membership paid for. These benefits will cease upon members’ safe return to Singapore.




What are the conditions of travel under SafePro Membership Program?


Due to COVID19 and various government restrictions, SafePro members can only enjoy travel and membership benefits when

  • members depart and return from Singapore to countries which have reciprocal Safe Travel arrangements as approved by Singapore Government.
  • members need to be declared COVID19 free at least 24 hours prior to flight from Singapore
  • medical evacuation and repatriation of members will not be possible if members are found to be COVID19 positive when overseas as this is not permissible
  • travel benefits for cancelled tickets and hotels are not applicable if travel is declared unsafe or not permissible by Singapore or host country




What additional privileges does SafePro Prestige Members enjoy?


Prestige members are protected by SAFEPRO Travel Bodyguard App whenever and wherever they travel out of Singapore. Key features of SafePro™ Travel Bodyguard App:

  • The app allows Prestige member to be tracked around the world via a software application on their smartphones. The App has a user-friendly interface and provides reassurance and information to the owner by using GPS and wireless tracking functions.
  • Using the App, Prestige member can be notified of crisis or emergency high impact incidents so that they can avoid the affected areas or take precautions to ensure their safety.
  • The App has a panic button feature that provides instant conduit for the user to contact SafePro Crisis Management Centre 24/7 should any emergency incident occur.
  • Prestige members continues to maintain control as to where and when he/she wishes to be tracked and protected depending on their need for privacy.
In the event of crisis, security or medical event, Prestige members can contact SAFEPRO Travel Safety Centre via the panic button on the App and will be rendered appropriate assistance. Additional costs and charges for services rendered will apply.




Are there any exclusions where SafePro membership and travel benefits does not apply?


SafePro Membership Benefits are not applicable under following circumstances:

  • any person not involved in air travel other than as a fare-paying passenger on a fully licensed aircraft
  • any person engaged in manual labor or employment
  • any person involved in a military active or reservist /enforcement/emergency or response action, politically driven conflict, or mass disorder
  • any person undergoing childbirth, pregnancy, miscarriage, abortion and any injury or illness related to such conditions
  • any person who suffers from self-inflicted injury or suicide, drug abuse, alcoholism, mental disorder, congenital anomalies, HIV infection and AIDS-related infection
  • any person engaged in any activity that may be deemed politically sensitive or inflammatory or wanted by Interpol or the relevant local government or being in a UN-sanctioned country
  • any person engaged in activities that present a high accident or safety risk (e.g. leisure adventure sports, extreme sport / high adrenaline activities, and aviation/maritime related operations etc.)
  • any person within an official disaster zone or war and the like, perils, riots and civil commotion, or areas under nuclear fission or radioactive contamination
  • travel to a country which has been subjected to an official travel advisory
Travel benefits will also not apply for members with “pre-existing condition” which refers to any injury or illness which the applicant received medical treatment, diagnosis, consultation or prescribed drugs, or which symptoms or manifestations have existed whether treatment was actually received, within 1 year prior to the effective date of the membership and which the SafePro Member is reasonably aware of. This exclusion will not apply to “24 hours Medical Emergency Evacuation & Repatriation” including return of Mortal Remains arranged through AAI only.




What happens if a SafePro Member contracts COVID19 when travelling overseas and requires medical attention in the foreign country?


Upon the Member’s safe return to Singapore, Member can seek reimbursements for his/her medical expenses incurred up to a limit of S$150,000 for individual or up to S$275,000 per family. Conditions apply.




What happens if a SafePro Member is tested positive for COVID19 upon arrival to Singapore after travelling overseas and requires medical attention in Singapore?


Upon the Member’s safe return to Singapore, Member can seek reimbursements for his/her medical expenses incurred up to a limit of S$150,000 for individual or up to S$275,000 per family. Conditions apply.




Can a Member seek medical evacuation back to Singapore upon contracting COVID19 when travelling overseas?


No. Members cannot be medically evacuated back to Singapore for treatment as this is not permissible by the host country or Singapore due to the contagious nature of the virus and the high risks that the virus would pose to the medical and air crew.




Can a Member seek medical evacuation back to Singapore when travelling overseas due to medical condition not related to COVID19?


Yes, medical evacuation can and will be arranged for members subject to medical approval and aircraft availability. Medical evacuation will be coordinated and arranged by SafePro with the designated service provider (AAI).




Can a Member seek reimbursement for cancellation charges or loss for hotel or air-ticket booking due to COVID19?


If the delay or cause of loss was due to COVID19 (contracted by member), member can seek reimbursement of up to S$5,000 (as individual) or up to S$10,000 (as a family). This would not apply if the loss is due to curtailment imposed by government restrictions on travel due to COVID19.




Who do I contact when I require assistance during my travel?


For SafePro Membership matters Please contact SafePro at +65 6679 1826 (24 hr) for assistance For SafePro Prestige Members Please use SafePro™ Travel Bodyguard App to contact SafePro Crisis Centre




How do I submit a claim?


Please submit your claim via www.safepro.com.sg/claims. For assistance, please contact +65 6679 1826 (office hours). SafePro Membership Program is underwritten by QBE Singapore. All claims will be validated and reviewed by QBE Singapore whose decision shall be final. SafePro Group and UOB Travel will not bear any liability or responsibility for any claim(s) rejected by QBE Singapore.





About SafePro Claims

How do I submit a claim?


As SafePro Group is the manager of SafePro Travel Protect Membership Program, we will assist you in filing the claim with QBE Insurance (Singapore) Pte Ltd through our eClaim portal (www.safepro.com.sg/eclaim). SafePro Travel Protect Membership Program is underwritten by QBE Insurance (Singapore) Pte Ltd. All claims will be validated and reviewed by QBE Insurance (Singapore) Pte Ltd whose decision shall be final. SafePro Group and UOB Travel will not bear any liability or responsibility for any claim(s) rejected by QBE Insurance (Singapore) Pte Ltd.




If my expenses are in a foreign currency, should I report the amount in that foreign currency or SGD?


Please report the amount in its original currency as shown on your receipts / supporting documents.




After I submitted my claim, I realized I have another claim to register. Can I register another claim?


Yes. Please submit a new claim online with relevant receipts and supporting documents.




For children in a family plan, who would be the payee if they don’t have a bank account?


The policy owner can be the payee.




Can the payment be made to a credit card?


No. The payment can only be made to a bank account.




Is online claim submission available 24 hours 7 days a week?


Yes. You can access our eClaims platform on any device at any time.




Is there a maximum file size limit for supporting documents submitted online?


The size limit of each file is 20MB.




Can I change the payee name to my family member?


Yes. You can choose to enter another payee name when you are submitting your claim online. Please note the processing time may be longer if you wish the payment to be made to a different payee.




Do I need to provide the original receipts and supporting documents to SafePro Group or UOB Travel?


No, there is no need to submit them. However, you should keep the original receipts and supporting documents for 90 days after your claim submission. During this period, SafePro Group / QBE Insurance (Singapore) Pte Ltd may request the original copies for auditing purposes.




If SafePro Group requires further supporting documents to process my claim, how will I be notified?


We will contact you via email if additional supporting documents are required to process your claim. Simply reply to the email with the required documents.




If my membership is a family plan or has multiple insured persons, does each individual need to submit their own claims?


No. Claims can be submitted either by the policy owner or the insured person.




What should I do if today is the deadline of my claim submission, but the system is down?


In the unlikely event that the system is unavailable, please continue to submit your claim online when the system is back in service. We will take this into account when processing your claim.




If I disagree with the amount paid to me, who should I contact?


SafePro will assist you to liaise with QBE Insurance (Singapore) Pte Ltd as they are the underwriter for this membership program. Please contact our Claims Services team at: claims-singapore@equidius.com.sg / +65 3138 1286 (Monday to Friday 8.30am – 5.30pm)




What should I do if I entered a wrong bank account number?


If this happens during your online claim registration, you can click ‘Back’ at the top of the screen to correct. If your claim has already been submitted, please contact our Claims Services team at: claims-singapore@equidius.com.sg / +65 3138 1286 (Monday to Friday 8.30am – 5.30pm)




If I do not hear from SafePro after submitting my claim, who should I contact to find out the status?


Please contact our Claims Services team at: claims-singapore@equidius.com.sg / +65 3138 1286 (Monday to Friday 8.30am – 5.30pm)




I want to submit my claim in paper form. Can I still do that?


SafePro will only accept online claims via its eClaims platform.




Who do I contact when I require assistance during my travel?


For SafePro Membership matters Please contact SafePro at +65 6679 1826 (Office hours) for assistance For SafePro Prestige Members Please use SafePro™ Travel Bodyguard App to contact SafePro Crisis Centre (24 hr)





Still Have Questions?

We Look Forward to Clarifying Any Doubts.

Your Safety is our responsibility.

Stay Safe, Stay Protected.

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