by AdminA Real Travel Insurance Claim Case: An Accident in Switzerland That Almost Became a Claim Issue
In the summer of 2025, my client purchased a travel insurance policy from me before travelling to Switzerland for a holiday.
During one of her sightseeing trips to a mountain area, she accidentally slipped and fell. The fall resulted in a fracture to her right hand, and she required immediate medical treatment overseas.
At that time, she still had many days left before returning to Malaysia.
On the same day of the accident (daytime in Switzerland, nighttime in Malaysia), she called me directly from Switzerland and asked a very practical question:
“I’m injured overseas. What should I do now to make sure I can claim my travel insurance later?”
After understanding the situation, I immediately contacted the insurance company and registered the claim on her behalf. The insurer also followed up directly with her for medical details.
The initial overseas medical bill amounted to CHF 19,000
(approx. RM98,059, based on CHF 1 = RM5.1610).
She paid the medical expenses first and returned to Malaysia for further treatment.
The policy allowed up to 45 days of follow-up treatment after returning home, which was crucial in her case.
In total, the medical expenses — overseas and in Malaysia — came to nearly RM120,000.
❄️ A Critical Question During the Claim
One question raised by the claims department stood out:
“Why was there snow during summer?”
This is an important point because in many travel insurance policies:
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Snowy conditions are often associated with high-altitude areas
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Mountaineering above 3,500 metres usually falls under non-covered activities unless an additional benefit is purchased
However, in this case, the client did NOT exceed 3,500 metres.
The snow was present due to local mountain conditions, not high-altitude mountaineering.
I assisted in clarifying the circumstances and supported the claim submission with the required documentation for assessment.
Shortly after that, the claim was approved.
✈️ What This Case Really Shows
This was one of the largest travel insurance claims I have handled, and it highlights a few important lessons:
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Travel insurance is not about buying the cheapest policy
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It’s about buying the right coverage for your trip
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Many travel insurance plans require add-ons, such as:
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Pandemic / COVID cover
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Flight cancellation
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Dangerous or high-risk activities
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Choosing a cheaper premium while ignoring these details often leads to problems during claims.
One ringgit makes a difference — but only if you know what you’re paying for.
And just as importantly:
having an insurance agent who understands real claims can make the difference between a delayed claim and a successful one.
Travel insurance is not something you buy just to say you’re covered.
You buy it to make sure help is there — when things actually go wrong.