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Frequently Asked Questions (FAQ)
  • 1: What are the Plan Types in store for me?
  • 2: Are one-way trips covered?
  • 3: Is there a maximum number of days before my return flight?
  • 4: What are the countries of destination covered?
  • 5: How do I retrieve my policy if typed in the wrong email address?
  • 6: What if I entered wrong date/wrong region?
  • 7: If I do not travel right after I purchase, will I still be covered?
  • 8: Who are eligible to avail?
  • 9: Who are my beneficiaries?
  • 10: Will I be covered if the purpose of my travel is not for leisure?
  • 11: What if I will go to Korea or any other country for cosmetic surgery, will the medical coverage be applicable if something happens during surgery?
  • 12: If I have two or more travel policies with Charter Ping An for the same trip, will I be covered by both?
  • 13: How do the three (3) products differ
  • 14: What are the requirements for claiming?
  • 15: How do I file claim?
  • 16: Are customers allowed cashless settlements?
  • 17: How do I file a complaint?
  • 18: To know all other information about Smart Traveller, you may download the brochure here.
1: What are the Plan Types in store for me?
SINGLE TRIP PLAN – Plan for up to 20 adults and 9 children travelling together to and from the same destination, within the same travel period. Travel period must not be more than 182 days per trip.

ANNUAL PLAN – Plan for an individual or family. Child(ren) must be accompanied by at least one insured parent (adult) for every trip made during the policy period. Travel period must not be more than 92 days per trip.
2: Are one-way trips covered?
No, all trips must depart and return in the Philippines.
3: Is there a maximum number of days before my return flight?
The maximum number of days allowed per trip is:
a. 182 days for a Single Trip Policy
b. 92 days for an Annual Policy, with no limit to the number of trips that You make to the selected geographical zone.
4: What are the countries of destination covered?
All countries worldwide except for Afghanistan, Iran, Iraq, Syria, North Korea, Belarus, Democratic Republic of the Congo, Liberia, South Sudan, Sudan, Somalia, Zimbabwe and Cuba.
5: How do I retrieve my policy if typed in the wrong email address?
Customer should call hotline number (02-511816) to request for a copy of the policy to be sent via e-mail. Provide the complete name, birthday, contact number, email address of the policy holder to the customer care specialist.
6: What if I entered wrong date/wrong region?
The transaction needs to be cancelled. Customer should call hotline number (02-511816) to cancel the transaction. The policy holder must provide his/her name, birthday, passport number, email address, contact number. Normal refund process of the credit card service provider will be followed.
7: If I do not travel right after I purchase, will I still be covered?
The policy must be in effect before departure and may be purchased not more than six (6) months before the first trip of annual policy.
8: Who are eligible to avail?
  • The Insured must have a valid Philippine Identification document (i.e. Birth Certificate, Employment Pass, Work Permit, Long-Term Visit Pass, Dependent Pass or Student Pass)
  • An adult passenger must be 18 to 70 years old on the effective date of the policy.
  • A child passenger must be 17 years old and below or up to 25 years old if unmarried, unemployed and is studying full-time at a local college or university (a recognized institution for higher learning).
9: Who are my beneficiaries?
As defined under Philippine law, your legal heirs will be considered as beneficiary should you fail to designate beneficiary in the online form.
10: Will I be covered if the purpose of my travel is not for leisure?
Yes, except for travels due to medical treatment abroad.
11: What if I will go to Korea or any other country for cosmetic surgery, will the medical coverage be applicable if something happens during surgery?
Our Policy will NOT cover medical claims due to cosmetic surgery.
12: If I have two or more travel policies with Charter Ping An for the same trip, will I be covered by both?
If you have more than one travel policy with Charter Ping An for the same trip, only the policy with the highest benefit will apply.
13: How do the three (3) products differ?
The product is divided into three different plans that provide exactly the same benefits but with different limits of cover:
  • ESSENTIAL PLAN: Basic and most affordable plan
  • CLASSIC PLAN: Benefits limits are sufficient to be compatible with the Schengen VISA requirement
  • ELITE PLAN: Provides the highest limits of cover
15: How do I file claim?
1. Make the event known to Charter Ping An Insurance Corporation head office or to any of our branches nationwide.
2. Submit the requirements to the branch coordinator and completely fill out the form to be given by the branch representative.
3. Once approved, you will be notified by the branch representative to claim the check at the respective branch.
16: Are customers allowed cashless settlements?
For medical expenses, customers are allowed cashless settlements wherein they need to call the 24/7 Smart Traveller Hotline (Toll Free Number: 1800-10-8075599). The customer must be able to give his or her personal details for proper identification. The customer will be assisted in the call regarding their medical concern.
17: How do I file a complaint?
1. You may email us at customer.service@charterpingan.com and provide us a brief summary of the issue.
2. A confirmation email will be sent to you as acknowledgement that our Customer Service Group has received your report. One of our Customer Service Representatives (CSR) will call you for further verification and validation.
3. You will be notified of the status of your complaint via email, phone call or text message.
4. After careful examination, final feedback will be sent to you through email.
Note: Standard processing time is three (3) to five (5) working days.