Claims

Private Car Insurance Claims Procedure

What you should do in a traffic accident

1. Check whether others are in need of assistance. If any of the parties are injured, please call the police and do not move the vehicle. If nobody is injured, stay calm and move your vehicle to the side of the road or somewhere safe.
2. Exchange particulars with the other party including name, NRIC number and the vehicle registration number of the party involved. Where possible, take photographs of the position and damages of the vehicles.
3. Take note of the number of passengers in the third party vehicle(s) and observe if anyone has sustained injuries. Where possible, take photographs of the position and damages of the vehicles.
4. Report to any one of our authorised Accident Reporting Centres with your vehicle within 24 hours or on the next working day. Our Accident Reporting Centre will assist you to e-file your report and take photographs of your vehicle. Please take note that this is compulsory regardless of whether there is any damage to your vehicle or if you are making a claim under your own policy.
5. If you are covered under our comprehensive coverage plan (selected insurers), you have the option to call our 24 hours emergency Mobile Accident Response Service (MARS) for accidents within Singapore. Our appointed service provider will send a representative down to the accident site within 20 minutes to assist you with report filing as well as to take photographs of the damage. Please take note that MARS representative will only be activated to the accident site for assistance.
6. Please take note that your NCD will be deducted by an additional 10% if you are late in reporting the accident. Breach of the 24 hours reporting condition will also mean that your claim may be rejected by the insurer.
7. Accept only towing services provided by our authorised service providers to be assured of maximum benefits.
8. Do not admit liability or sign any promissory note agreeing to pay for damages.
9. A police report is required if:
   a) Any of the parties are injured
   b) Accident involves government vehicles or property
   c) Accident involves foreign vehicles
   d) Accident involves pedestrians or cyclist
   e) Accident is a hit and run

A copy of the police report must be submitted to the Accident Reporting Centre.

Making a claim

1. Bring your vehicle to any one of our authorised Accident Reporting Centres within 24 hours after the accident or on the next working day to report the accident and for a photographic record of the damages to be done. If you have opted for our mobile reporting service, we will liaise with you to arrange for your vehicle to be surveyed and repaired at a selected Authorised Workshop.
2. For comprehensive coverage policyholder, you may contact our Hotline at 9323 9933 / 9229 9191 for advice on claim procedures or towing assistance. The maximum towing fee payable under the comprehensive coverage plan is $300.
3. For third party, fire and theft, and third party only policyholders, you may contact our Hotline at 9323 9933 / 9229 9191 for advice on claim procedures or towing assistance. Tow charges are not claimable under third party, fire and theft, and third party only policies. You will need to bear the tow charges on your own account.
4. Upon receiving the accident report, photographs and quotation for repair, our appointed surveyor will survey the insured vehicle (if necessary) and authorisation for repair will be given if the claim is in order.
5. Should there be any excess applicable under your policy, please settle the payment directly with the workshop.
6. Your claim must be submitted to the insurer within 14 days of occurrence or discovery of damage. Failure to do so may result in the company rejecting your claim.

FREQUENTLY ASKED QUESTIONS

Q1. If I am making a third party claim, do I have to pay for the repair cost first? Do I have to submit the claim personally?

Ans. Yes, most workshops will require the owner to pay the repair cost upon collection of the vehicle. However, alternative payment arrangement can be negotiated between the car owner and the workshop. Our Authorised Workshop can assist you in making third party claims if the repair is handled by them.

Q2. What should I do if I am involved in a motor accident in Malaysia?

Ans. You have to lodge a police report in Malaysia and have the vehicle tow back to Singapore for repair. For towing assistance, please refer to points 2 & 3 under ‘Making a claim’ for information. Please be advised that it may take a longer time to arrange for a tow service from Malaysia as it will depend on the location that the accident has occurred in. The nearest Malaysian towing service in the state at which the accident has occurred will tow the vehicle to the Causeway and handover the vehicle to the Singapore towing service for towing to our Authorised Workshop premise.