APOLLO MUNICH TRAVEL Insurance

FAQ’s

What is Spicejet Travel Insurance – Specially designed for SpiceJet Passengers?

Spicejet Travel Insurance – Specially designed for SpiceJet Passengers is an insurance program that Apollo Munich Insurance Company offers to passengers of SpiceJet.

This program is designed with domestic travellers needs in mind and is available via SpiceJet online booking system. Please note that the program was launched on 21/08/2018 and is not available for flight bookings prior to that date.

How do I purchase Spicejet Travel Insurance?

Travel Insurance can be purchased through below mediums:

  • www.spiceJet.com during flight booking
  • Manage My Booking (if not purchased during flight booking)
  • Web Check-in (if not purchased during flight booking)

Travel Insurance can be purchased upto 24 Hours prior to the flight departure.

Who can purchase Spicejet Travel Insurance?

Passengers travelling with Spicejet network where journey begins from an Indian/Domestic sector can only purchase the Travel Insurance. Travel Insurance can be purchased for Adult / Child / Infant.

Is there an age limit to be covered under Spicejet Travel Insurance?

Passenger above 70 years and infant aged less than 6 months cant purchase Spicejet Travel Insurance because they are not covered in this plan.

Infants aged less than 6 months can’t be covered in this plan.

What is the fee of Spicejet Travel Insurance?

Fees of Domestic Spicejet Travel Insurance is INR 176 per passenger per PNR including all applicable taxes. Validity of this travel insurance is upto 30 days.

Can I purchase Spicejet Travel Insurance if I'm travelling for more than 30 days?

Yes you can still buy the travel insurance from SpiceJet but the validity of this insurance will be limited to 30 days from the date of start of travel.

In case of a round trip purchased on SpiceJet the coverage will end with the return journey to the originating station or 30 days from the date of commencement of policy whichever is earlier.

Case 1 (one way journey): If you are travelling one-way only, then the policy is valid till 30 days from the date and time of travel. Example - Suppose you are travelling from Delhi to Mumbai on 1st May 2016, then you are covered till 30th May 2016, even though your travel with SpiceJet was completed on 1st May 2016).

Case 2 (round trip journey): If you are travelling on round trip journey, then also the policy is valid till 30 days from the date and time of travel. Example - If you are travelling from Delhi - Mumbai – Delhi on 1st May 2016 and returning back to Delhi on 30th May 2016 then you can buy a policy from SpiceJet and the validity of 30 days will expire on the return journey date itself. In case of return ticket, Policy is covered till the date of return to origin city or 30 days whichever is earlier.

Case 3 (round trip journey): If you are travelling on round trip journey, and your return journey is beyond 30 days from the start date, then your return flight shall not be covered under the insurance policy as coverage will end in 30 days from the date of commencement of policy. For example –If you are travelling from Delhi - Mumbai – Delhi on 1st May 2016 and returning back to Delhi on 15th June 2016 then your return flight shall not be covered under the Spicejet Travel Insurance.

Am I still covered by Spicejet Travel Insurance if I catch a connecting flight to a different destination?

Coverage like trip cancellation, flight delay is only limited to SpiceJet flights. However, other coverage is applicable during the validity period of the policy.

For example: If you are travelling From Delhi to Chennai on 1st June 2016 via Mumbai. You take Delhi to Mumbai flight on SpiceJet and from Mumbai to Chennai you take another mode of transport other then SpiceJet, you would be entitled for benefit other than trip cancellation and flight delay which would only be restricted on SpiceJet flight. For other modes of transport, you would be covered only for rest of the benefits.

Who would be the beneficiary under this policy?

Benefits will be paid to the Insured Person's bona fide legal heir in the event of loss of life under the Accidental death Benefit. All other benefits will be payable to the Insured Person wherever applicable.

What do I do if I encounter an accident while covered?

For any claim related queries, intimation of claim, preauthorization, claim processing, claim status, and submission of claim related documents, Contact Apollo Munich at

Address Claims Department,
Apollo Munich Health Insurance Company Limited
Central Processing Center, 2nd & 3rd Floor, iLABS Centre,
Plot No. 404-405, Udyog Vihar, Phase-III, Gurgaon-122016,Haryana.
Toll Free no 1800 102 0333
Fax +91 124 4584112
E-mail [email protected]
Website www.apolloMunichinsurance.com

Grievance Redressal Procedure

If You have a grievance that You wish Us to redress, You may contact Us with the details of Your grievance through:

Website www.apolloMunichinsurance.com
Telephone 1800 102 0333
Fax +91 124 4584111
E-mail [email protected]
Courier Any of Apollo Munich Branch office or corporate office

You may also approach the grievance cell at any of Apollo Munich branch with the details of Your grievance during Our working hours from Monday to Friday

Can I cancel my Spicejet Travel Insurance?

Travel Insurance once purchased cannot be cancelled.

Is my Spicejet Travel Insurance refundable?

Travel Insurance once purchased is non-refundable.

However, if SpiceJet cancels the flight before the start of policy date i.e. departure date, then the amount of policy purchased will be fully refunded to customer ‘or’ if user cancels the flight ticket due to unforeseen circumstances like death / illness in family etc.

Once I purchase the policy can I change the date of my travel?

Yes, you may change your travel date. The Travel Insurance validity will be changed in accordance to the change in travel date.

In case of round trip journey, travel insurance is valid for upto 30 days. Any change in dates within these 30 days (from date of start of travel) is permissible. Example 1: Journey start date is 1st May and scheduled return date is 15th May. If customer changes return date to 30th May, then his return leg is also covered and policy will terminate on 30th May.

Example 2: Journey start date is 1st May and scheduled return date is 15th May. If customer changes return date to 10th May, then his return leg is also covered and policy will terminate on 10th May.

Example 3: Journey start date is 1st May and scheduled return date is 15th May. If customer changes return date to 10th June, then his return leg is not covered and policy will terminate on 30th May.

Do I have to carry a copy of my Certificate of Insurance with me when travelling?

We encourage you to carry a copy of your Certificate of Insurance while travelling.

What should I do if I did not receive or lost my Certificate of Insurance?

Your Spicejet Travel Insurance was successfully processed if it is reflected on the Confirmation Page.
To get a copy, simply call Apollo Munich at:

Website www.apolloMunichinsurance.com
Telephone 1800 102 0333
Fax +91 124 4584111
E-mail [email protected]
Courier Any of Apollo Munich Branch office or corporate office

Mention your Certificate Number (if available), Full Name, Flight Booking Number, PNR No., Travel Dates and Date of Purchase. The policy will be e-mailed to the email address provided by you.

Where can I get the full terms and condition of my Spicejet Travel Insurance?

The full terms and conditions of your Spicejet Travel Insurance are available in policy wording

What kind of benefits do I get with SpicejetTravel Insurance?

For detailed information about the benefits available under Spicejet Travel Insurance, please visit Product description and policy wording

What happens to my Spicejet Travel Insurance if SpiceJet reschedules my Return Flight?

Your Travel Insurance automatically changes to the new flight if your return flight is rescheduled by SpiceJet provided that it is within 30 days of the policy commencement date.

How will my accidental medical expenses be paid under SpicejetTravel Insurance?

You will be reimbursed for accidental medical expenses incurred as a result of an accident as per details in the Product description

If I meet with an accident during the trip for how long will the medical treatment be available?

If you meet with an accident during the trip, the policy provides for medical expenses necessarily incurred for treatment. This coverage is limited up to the Sum Insured of the policy.

Can I cancel my trip for any reason and get all my money back through my Trip Cancellation Benefit?

The Trip Cancellation Benefit is only applicable for reasons mentioned in the Product description and policy wording.

Does the policy cover pre-existing conditions?

No, the policy does not cover any pre-existing conditions or complications arising there from.

What does my Baggage loss Benefit cover?

The baggage loss coverage is available only if entire baggage has been lost while in custody of SpiceJet

How do I file a claim?

Please visit Claim settlement for detailed information.

How long is the claim processing time?

Claims will be processed within 30 working days after APOLLO MUNICH has received all required documentation.

What is the time limit for filing a claim?

All claims must be intimated to Apollo Munich Health Insurance on their helpline within 7 days and documents can be submitted within 30 days from day of the Insured Person’s discharge from Hospital or completion of treatment or the completion of the event or occurrence giving rise to a claim

What do I do if I have any question on claims settlement?

Please visit policy wording detailed information or contact Apollo Munich Insurance.

Who is responsible and liable for this policy?

The sole responsibility and liability of this policy lies with APOLLO MUNICH HEALTH INSURANCE. Please contact APOLLO MUNICH only for all matters related to your policy.

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SPECIAL ASSISTANCE

  • Introduction (Special Assistance):

    Our employees are trained to assist our differently-abled passengers and for any sorts of limitations, we offer a wide variety of special assistance.

    You can obtain information in advance regarding the assistance we offer, either through this website or by contacting our Reservations on +919871803333/ +919654003333.

    Please be aware that there might be unpredictable circumstances such as weather or mechanical problems that may call for a last minute unavoidable change, but we will do our best to accommodate your needs.

  • Onboard Facilities:

    Following assistance are available on-board SpiceJet’s aircraft:

    • Assistance in moving to and from seats/lavatory.
    • Help in preparation for eating.

    However, we express our inability to provide passengers with any assistance for personal care needs on-board, such as, eating/ drinking, administration of medication, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with a personal care attendant.

  • Seating accommodation and aircraft accessibility for differently-abled passengers:

    We will do our best to allocate you a seat that is most suitable to your needs. However, in order to meet the safety requirements as prescribed by the DGCA, passengers with mobility limitations which make it unsafe to facilitate aircraft evacuations will not be given a seat in a location where they would obstruct emergency exits, impede the crew in their duties, obstruct access to emergency equipment or hinder aircraft evacuation.

  • Accessible Lavatories:

    A lavatory with a single panel door is available on all our aircraft. Our cabin crew can provide you with assistance moving to and from the lavatory door but will not be able to assist you inside the lavatory.

  • SpiceJet offers special services for the following:
    • Wheelchair users or passengers using wheelchairs (mobility assistance);
    • Passengers travelling with crutches/ braces/ other prosthetic devices;
    • Passengers with Visual Impairment;
    • Passengers Travelling with Certified Guide Dogs;
    • Passengers with Hearing Impairment;
    • Passenger travelling with spinal support;
    • Passenger travelling with an assistant for medical purposes;
    • Passengers; with intellectual/ developmental/ learning disabilities;
    • Passengers travelling with Internal Medical Devices;
    • Passengers who require a stretcher;
    • Passengers requiring oxygen aid;
  • Mobility Assistance:
    • SpiceJet would be more than happy to provide a wheelchair for you, should you require this service. In order to ensure the service meets your needs, our reservation team and/ or the staff may ask you some questions to determine the level of assistance you require. To allow us to provide the best possible assistance, please provide us with as much appropriate information as possible at the time of your booking and/ or at the time of check-in;
    • SpiceJet wheelchair service is provided, with an attendant, at no additional charge to you. The attendant will assist in transporting you within the airport area, to the boarding gate and/ or the aircraft door (depending upon the airport facilities). Our team is trained in transferring techniques, and can assist if you are unable to transfer by yourself from the wheelchair to/ from your seat. However, to have this facility extended to you an advance intimation to SpiceJet is required;
    • Please contact us at Reservations +919871803333/ +919654003333 should you have any questions about our wheelchair service;
    • If you are travelling in a group of 10 or more people and require wheelchairs, please contact our Reservations =+919871803333/ +919654003333 at least 48 hours before the scheduled departure;
    • Passengers travelling with their own wheelchair differently-abled passengers may use their own manual or battery-powered wheelchair up to the boarding gate and/ or the aircraft door (subject to permission granted by the respective airport authority). SpiceJet allows only manual/ collapsible wheelchairs on all its flights. Unfortunately, battery-powered wheelchair(s) with a wet cell battery shall not be accepted since it’s corrosive in nature and is considered to be a Dangerous Good;
  • Passengers travelling with Crutches / Braces / other Prosthetic Devices:

    Passengers are allowed to use their own crutches, braces and/ or other prosthetic devices up to the aircraft, and may board such items as cabin baggage, provided the passengers are dependent on them.

  • Passengers with Visual Impairment:
    • SpiceJet would request passengers with Visual Impairment to check-in early for their flight (approximately 2-3 hours before the flight departure) for a hassle free experience;
    • If assistance is required within the airport, please make your needs identified at the check-in and/ or at the time of booking;
    • SpiceJet will be able to extend a meet and assist service, individual safety briefings, priority boarding, assistance on-board in moving to and from the seat, reading the menu, helping in boarding and/ or de-boarding and also during flight connections;
    • If you use a cane and/ or other assisting device, it may be carried in the aircraft cabin with you, provided it can be stowed in the overhead compartment. The cane should not block any emergency exit or protrude into the aisle;
    • You may ask our cabin crew for assistance in stowing and retrieving your cane in case it is not collapsible or if it cannot be stowed under your seat.

    All such assisting devices will be carried free of charge. For convenience, you may request our Cabin Crew for the assistance required and we will do our best to assist the passengers in the best possible manner.

  • Passengers with Hearing Impairment

    If you require assistance during your flight with us, we encourage you to let us know how we may best assist you at the time of your booking or during check-in.

    We offer the following assistance:

    • Meet and assist service to escort you to and from the aircraft;
    • Priority boarding.

    We do not require advance notification if you wish to bring onboard hearing aid or assistive listening devices. These devices can be used during all phases of the flight.

    If you plan to bring a transmitting device on-board, please advise us at least 48 hours in advance so we can ensure that it is compliant with the safety requirements.

  • Passengers travelling with Spinal Support Equipment (SSE):

    Passengers must bring their own spinal support equipment and should be fully responsible for its installation, usage and removal. Passenger-supplied spinal support equipment will be carried free of charge. If you are planning to travel with Spinal Support Equipment (SSE), we recommend that you please contact us on +919871803333/ +919654003333, at least 7 (seven) working days prior to departure and inform us of your SSE specifications. Our staff will then check to ensure that whether your equipment can be accommodated safely in the aircraft.

  • Passenger travelling with an assistant for medical purposes:

    For safety reasons, SpiceJet may require some differently-abled passengers to travel with a Safety Assistant that can provide them with assistance in comprehending and responding appropriately to safety instructions from the cabin crew and/or assist them to evacuate the aircraft in the event of an emergency. A Safety Assistant is mandatory if the passenger:

    • Is travelling in a stretcher or incubator or requires medical attention during the flight. The Safety Assistant must be capable of attending to their medical needs;
    • Is unable to comprehend or respond properly to safety instructions due to a cognitive or developmental disability;
    • Has severe mobility impairment, due to which the passenger is unable to evacuate on his own in the event of an emergency;
    • Has severe hearing and vision impairment and cannot communicate with our cabin crew.
  • Passengers having Autism or Intellectual Disability:
    • Passengers with Intellectual disabilities or Down syndrome or Autism can book their flights by contacting SpiceJet’s Reservations at +919871803333/ +919654003333;
    • While making the reservation, please advise us about your specific requirements and the best way to approach and assist in travel;
    • Passengers with intellectual disabilities or Down syndrome or Autism may be required to travel with an Accompanying Passenger.
    • The trained attendant shall carry the treating physician’s certificate along with a prescription for a sedative medicine, which may be administered by the attendant, prior to commencement of travel or as may be required en-route.
    • Passengers with psychiatric and/ or emotional disorders shall always travel with a suitable personal care attendant.
  • Passengers travelling with Internal Medical Devices:

    If you are travelling with an internal medical device, such as a pacemaker or a defibrillator, kindly inform us while making the reservation and also at the airport, to the security personnel conducting your screening, before the process begins.

  • Passengers who require a stretcher:
    • To make a booking for a stretcher request, please inform us no later than 48 hours prior to the scheduled time of departure of the flight.
    • Passengers are required to take a print-out of the SpiceJet’s medical form (MEDIF) available on the website. The treating physician must fill the form prior to the booking and mail this to [email protected];
    • Based on an assessment by SpiceJet’s internal physician, the passenger will be communicated about the status for their request for stretcher within 24 hours of receiving the duly filled-in MEDIF via e-mail.
    • Please note that SpiceJet reserves the right to have a SpiceJet medical representative meet the passenger at the airport on the date of travel to determine the passenger’s then-current medical fitness to travel on that date.
    • The applicable charge for accommodating request for stretcher in the aircraft shall be the charge for 09 (nine) seats at the prevailing fare plus a Handling Fee for the stretcher is of INR 30,000 (inclusive of service tax and cess).
  • a)   Passenger who require Oxygen Onboard:
    • SpiceJet provides oxygen onboard without any charges and is subject to availability and needs prior approval.
    • Please complete a Medical Information Form to let us know of the flow rate you need, in litres per minute.
    • Passenger to write to [email protected] with an updated form filled by the patient’s treating doctor at least 48 hours before your flight departure.
    • Provision of Oxygen is subject to the approval of the submitted form by the SpiceJet Chief Medical Officer and operations team.
    • Passenger whose Oxygen request has been approved should report at least 3 hours prior to the departure of the flight.
    b)   Passenger carrying Portable Oxygen Concentrator (POC):
    • POC is allowed in domestic / international (Boeing and Q-400) direct/ via / connecting flights.
    • POC is allowed in hand baggage & check-in baggage both.
    • Request for carriage of Portable Oxygen Concentrator (POC) in flight should be sent to [email protected] at least 48 hours prior to flight departure.
    • For more details refer https://www.spicejet.com/SpecialAssistance.aspx .

Please find below the forms required for various medical conditions:

Type Of Form Medical Condition Download
Fitness Certificate
  • Persons suffering from any disease, which is believed to be actively contagious and communicable.
  • Persons whose medical condition may develop an adverse physical condition which could have an adverse effect during flight and on safety and emergency evacuation procedure
Medical Information Form (MEDIF)
  • Requirement of oxygen inflight
  • Recent major illness
  • Recent surgery or hospitalisation
  • Use of medical equipment inflight
  • Requirement of stretcher
  • Newborns under 7 days
INCAD Form
  • Reduced Mobility – wheel chair users (Old age/ Arthritis/ physical disability – loss of limbs, paralysis/ neuromuscular disorders – multiple sclerosis, muscular dystrophy)
  • Visually Impaired – vision loss to such extent where it requires additional support.
  • Hearing Disabled – partial or total inability to hear
  • Intellectual/ Learning Disabilities – IQ less than 70; due to mental/ physical impairments, for ex Down’s syndrome, cerebral palsy etc
  • Requirement of stretcher
  • Newborns under 7 days

For any assistance for booking and additional information please contact us at +919871803333/ +919654003333