Baggage and flight delay compensation

If you've paid your travel expenses with TBC Concept Visa Signature or Travel Visa Signature Card, you're eligible to receive reimbursement for baggage, flight or train delays.

The Insurance Service (hereinafter referred as the "Service") is an optional benefit that you can choose to use. Chubb Insurance South Africa Limited (hereinafter referred to as the "Company") provides these services upon your request and sets the terms and conditions for it at its own discretion. The Company takes full responsibility for carrying out its obligations and services in a proper manner as well as for compliance with the terms and conditions set.

Baggage delay compensation

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If your luggage is lost or delayed during your international transit trip and the airline fails to return it within 4 hours of your arrival at the destination, you are entitled to a maximum insurance compensation of $300.

In order to claim compensation, the insurance company requires submission of the following documents:

Written confirmation obtained from the carrier, confirming the number of hours the baggage was delayed;

A property Irregularity Report from the airline;

Formal written notice of the claim within the time limit contained in their conditions of carriage (please retain a copy);

All travel tickets and tags to submit with a claim.

What is not covered?

Loss due to delay, confiscation or detention by customs or other authority.

Claims arising from baggage shipped as freight or under a bill of lading.

Missed connection

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If you miss an onward travel connection at the transfer point during a journey abroad due to the late arrival of your incoming confirmed international connecting flight and no alternative onward transportation is made available to you within 3 hours of your arrival, you are entitled to a maximum insurance compensation of $500.

In order to claim compensation, the insurance company requires submission of the following documents:

All travel tickets. You must have a minimum connection time of 2 hours between the scheduled arrival of the inbound flight and departure of the connecting flight;

Supporting documents from the airline certifying the delay suffered in the departure or arrival of the incoming flight causing you to miss your connection.

What is not covered?

Adverse Weather;

Financial failure of any airline with whom you have booked;

Strike or Industrial action;

Withdrawal from service (temporary or otherwise) of any aircraft on the recommendation of the Civil Aviation Authority;

Any claim due to causes that are attributable to you;

If you choose not to travel on alternative flights rebooked.

Travel delay

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You are eligible to receive a maximum insurance compensation of $300, If your international flight or train journey is delayed by at least 4 hours from the scheduled time due to the following circumstances:

Strike or industrial action;

Adverse weather;

Mechanical breakdown of or a technical fault occurring in the scheduled air or railway transport on which you are booked to travel.

In order to claim compensation, the insurance company requires submission of the confirmation from the carriers (or their handling agents) in writing of the number of hours of delay and the reason for the delay.

What is not covered?

Strike or Industrial Action or air traffic control delay existing or publicly declared by the date these benefits became effective or booking the Journey (whichever is the earlier);

Withdrawal from service (temporarily or otherwise) of an aircraft or sea vessel on the recommendation of the Aviation Authority or a Port Authority or any similar body in any country;

Abandonment after the first leg of a journey;

Delay when reasonable alternative travel arrangements have been made available within 4 hours of the scheduled departure time.

If after a minimum of 24 hours delay, you choose to cancel the Journey, you are entitled to a maximum insurance compensation of $5,000 for any irrecoverable unused travel and accommodation costs and other pre-paid charges which you have paid or are contracted to pay.

Cancellations of air or train travel are not eligible for refunds.

For detailed information regarding the terms and conditions of the insurance policy, please follow the link

What is the process for requesting reimbursement of expenses incurred from the insurance company?

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To be eligible for compensation, a claim must be submitted to the insurance company within a maximum of 90 days from the incident. The requests can be submitted via following channels:

Via E-mail visaclaims@crawco.pl, where the cardholder will need to provide:

Name and surname;

First 9 digits of the covered card number;

The cardholder's address;

The section under which the cardholder wishes to make a claim;

A brief details of the claim;

Proof of payment for the Journey using an eligible card.

Bank documentation that confirms payment of travel expenses using the TBC Concept Visa Signature or Travel Visa Signature Card (such as a bank receipt or statement) should include the following information:

A cardholder`s name and surname;

Amount of travel expenses paid with TBC Concept Visa Signature card or Travel Visa Signature Card;

First 9 digits of the card;

Transaction purpose;

Transaction date

When a claim is made, the cardholder will receive a claim form, which should be returned to the address given or sent via email to visaclaims@crawco.pl within 90 (ninety) days along with all required supporting documentation.

After claim submission please check your Junk/ Spam folder for any correspondence from the claims team. To ensure replies do not go to your Junk/ Spam folder please add crawco.pl to your safe senders list.

Via online claims portal The online claims portal will allow you to create an account, you will then be able to complete an online claim form and submit this along with evidence of your claim for assessment.

Via TBC Concept x Visa concierge chatbot. Concierge team will assist cardholders in managing the insurance claims process.

If expenses are not documented in the payment receipts or invoice, the insurance company may decline to provide reimbursement.

Cardholders are advised to retain copies of all documents until reimbursement is received.

Personal Banker

Baggage and flight delay compensation

Baggage delay compensation

Missed connection

Travel delay

What is the process for requesting reimbursement of expenses incurred from the insurance company?