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Insurance Claims Process

Our Insurance Claims
Specialists are ready to help

or dial +65 6603 3699 (overseas) for assistance

 

What should I do in an accident

Stay calm and make sure everyone is safe

If someone is hurt, call 995 for immediate help. Do not discuss liability,
call us at 6532 1818 or +65 6603 3699 (overseas), if you need assistance.

Who should I call for help?

Ambulance

If someone is injured or there has been a fatal accident, please do not attempt to move the injured person or the vehicles. Call 995 then call us at 6532 1818, we will send someone out immediately to help you.

Police

You will need to report the accident to the police if a hit-and-run/fire/theft/vandalism occurs, someone is injured, a government vehicle/property, foreign vehicle or pedestrian/cyclist is involved.

Accidents Overseas

Report the accident or loss to the local police within 24 hours. Call us at +65 6603 3699 and we will arrange a towing service for you if your car is immobile. You will have to pay the service provider first and claim it back from your policy when you return to Singapore.

What should I do at the scene?

Take Photographs

Take photos and videos of the accident scene, surrounding areas, damaged property and the vehicles involved with their license plate numbers. The pictures should be sufficiently wide-angled to capture the entire scene before any damaged property or vehicle is moved including lane markings, skid marks and any debris nearby. This Accident Sketch Plan can come in handy.

Exchange Details

Gather these key details from other drivers, anyone injured, witnesses and passengers:

  • Car license plate number
  • Names
  • NRIC or other identification numbers
  • Address
  • Phone number
  • Insurance details

Here is a checklist that you can use: Particulars to Exchange.

Tow Service

If you need a tow, call us at 6532 1818 or +65 6603 3699 (overseas) and we will arrange for an approved service provider to tow your vehicle. Do not use other tow operators or touts as this will delay your claim.

Do I need to inform DirectAsia when there is an accident?

You must report all accidents to us within 24 hours, even when no claims are made on your own insurance or when there is no damage. If you do not do so, your No Claim Discount will be affected.

When a claim is made against you, provide us with all written communications and documents from the parties involved in the accident.

Are there any authorised workshops which I can send my vehicle to?

Yes we have a panel of approved workshops for cars and motorcycles which come standard with all DirectAsia car insurance policies.

We carefully choose the garages we partner with, ensuring both the quality and timeliness of their work.

We choose only those workshops who can guarantee their repairs and who have a proven track record.

How do I make a claim?

Car

Make a police report if someone is injured, a hit-and-run/fire/theft/vandalism occurs, or a government vehicle/property, foreign vehicle or a pedestrian/cyclist is involved.

  1. Please proceed to our authorised workshops for accident reporting. You are highly encouraged to call our authorized workshop before visiting.
  2. Prepare the following supporting documents:
    • Medical and specialist reports - if anyone is injured, get a copy of their medical and specialist reports/certificates
    • Bills and invoices of expenses incurred i.e. overseas towing, medical fees
    • Photos and videos of the accident scene, including vehicles and damaged property before they are moved or you can complete this Accident sketch plan
    • Windscreen Claim Form
    • Private settlement form, where applicable
    • Key details of those involved in the accident i.e. other drivers, anyone injured, witnesses and passengers:
      • Car license plate number
      • Names
      • NRIC or other identification numbers
      • Address
      • Phone number
      • Insurance details

    Alternatively, you can use our Exchange of particulars form

  3. Keep the original documents. If required, we will ask you to send copies to us by:
    • Email - [email protected],
    • Fax - 6423 1196 or
    • Post - DirectAsia Insurance: 20 Anson Road #08-01 S079912.

    or dial +65 6603 3699 (overseas) for assistance

Motorcycle

Make a police report if someone is injured, a hit-and-run/fire/theft/vandalism occurs, or a government vehicle/property, foreign vehicle or a pedestrian/cyclist is involved.

  1. Please proceed to our authorised workshops for accident reporting. You are highly encouraged to call our authorised workshop before visiting.
  2. Prepare the following supporting documents:
    • Medical and specialist reports - if anyone is injured, get a copy of their medical and specialist reports/certificates
    • Bills and invoices of expenses incurred i.e. overseas towing, medical fees
    • Photos and videos of the accident scene, including vehicles and damaged property before they are moved or you can complete this Accident sketch plan
    • Private settlement form, where applicable
    • Key details of those involved in the accident i.e. other drivers, anyone injured, witnesses and passengers:
      • Car license plate number
      • Names
      • NRIC or other identification numbers
      • Address
      • Phone number
      • Insurance details
    Alternatively, you can use our Exchange of particulars form
  3. Keep the original documents. If required, we will ask you to send copies to us by:
    • Email - [email protected],
    • Fax - 6423 1196 or
    • Post - DirectAsia Insurance: 20 Anson Road #08-01 S079912.

or dial +65 6603 3699 (overseas) for assistance

Travel

Email us at [email protected] or call us at 6532 1818 or +65 6603 3699 to notify us within 30 days when something happens which may result in a claim. After which, fill in an Online Travel Claims Form and provide the necessary supporting documents within 30 days upon returning from your trip.

Supporting documents required for each type of claim:

Medical Expenses

  • Flight Itinerary
  • Medical report and other medical documents
  • NRIC or other identification numbers

Loss or damage to personal belongings

  • Flight Itinerary
  • Copy of police report or report lodged with public transport provider at place of loss within 24 hours
  • Baggage loss or damage report from airline
  • Written confirmation of compensation from airline
  • Photographs of damaged items
  • Receipts (purchase/repair) and warranty cards of lost or damaged items

Travel or baggage delays

  • Flight Itinerary
  • Written confirmation of compensation from airline on cause and duration of delay
  • Delay report and acknowledgement slip (baggage delay)

Trip cancellation or disruption

  • Flight Itinerary
  • Written advice on medical certificate stating unfit for travel from a qualified medical practitioner
  • Receipts for booking of trip
  • Travel agent and/or airline's confirmation of refund amount
  • Death documents (for deaths)
  • Proof of relationship (if due to sickness, injury or death of related person)

Rental Car Excess

  • Flight Itinerary
  • Rental Car Agreement
  • Damage Report
  • Receipt of Excess paid

or dial +65 6603 3699 (overseas) for assistance

Our Claims Promise

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A Listening Ear

Our dedicated claims specialists will ensure that you experience a faster and personalised claims process with greater clarity and assurance!

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Best in-class customer service

As recipients of the Feefo Gold Trusted Award - presented to the most credible and trustworthy brands - for two years running, we‘re committed to bringing you our best.

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Local team best suited to assist you

Equipped with a keen understanding of the local environment, our claims specialists ensure that all your queries are answered with ease.

Frequently Asked Questions for Claims

Car Insurance
In the event of a Total Loss or theft of your vehicle within the first 24 months of its first registration in Singapore, we will either offer cash compensation or a replacement car to you; it will be at DirectAsia's discretion and approval. You need to submit the claim to us first for assessment before going ahead with the new car purchase. We will advise you in writing of the method of settlement.
If you select NCD Protector Plus under our optional benefits then we will protect your No Claim Discount (NCD) when you make up to one claim under your policy and if you renew with us. Only applicable for NCD30, NCD40, NCD50 and NCD60 only.
A No Claim Discount is a discount that we offer you on your renewal premium if there are no claims on your policy during the current period of insurance. You may still be entitled to a No Claim Discount even if you have made a claim, provided you are not liable for the accident and that you have been insured with us for the past 12 months. Here's more details on NCD and who is eligible.
We do not cover personal items that are stolen from your vehicle. For example laptop, cash card and accessories.
It is advisable to make a claim on your own insurance policy. Making a claim against motorists from another country can turn out to be costly and time-consuming. If you are not at fault and you are able to provide the registration number of the third party vehicle you will only be asked to pay the own damage excess on repairs. Your NCD will not be affected.
You will need to bring along copy of your SAS Accident report, Certificate of Insurance and your accident vehicle to any of our Authorised Workshops to make a claim under your own policy. If you are unsure, please call us at 6532 1818 or email us at [email protected]
No refund will be given if there is an accident reported and/or claim made under your insurance policy. We reserve the right to collect any outstanding premium from you if you have opted for our instalment payment plan.
There are a number of factors involved in pricing premiums. Firstly, there may be an increase in claims for your car make and model, which will lead to higher premiums. The higher price may also be driven by inflation. For example, increased repair costs, legal fees and medical costs means increased insurance premiums to keep up with these costs in general.
If the overall claims experience is bad that year then insurance companies have to increase their premiums across the board for all motorists irrespective of whether you have made a claim or not. If you have a clean driving record, though, your premium will still be lower than those with accident claims.
All information on how to lodge a claim with DirectAsia can be found at www.directasia.com/claims or call 6532 1818 for personal assistance.
Motorcycle Insurance
A No Claim Discount is a discount that we offer you on your renewal premium if there are no claims on your policy during the current period of insurance. You may still be entitled to a No Claim Discount even if you have made a claim, provided you are not liable for the accident or in cases of thefts and Acts of God.
Making a claim against motorists from another country can turn out to be costly and time-consuming. You have to get the help of your repairer to assist in your claim. If you are not at fault and you are able to provide the registration number of the third party vehicle, your NCD will not be affected.
You will need to submit the following original documents and keep copies to substantiate your claim either by fax at Fax: 64231197, email at [email protected] or post to DirectAsia, 20 Anson Road, #08-01, Singapore 079912, Singapore S(058716).
  • Accident report.
  • Police report
  • Refer to our section below on Reporting to Police. Medical and specialist reports
  • If anyone is injured get a medical report from the doctor.
  • Bills and invoices of expenses incurred (i.e. overseas towing, medical fees). Documents supporting your claim (i.e. photographs, medical certificates)
  • Names and particulars of witnesses
No refund will be given if there is a motorcycle accident reported and/or claim made under your motorcycle insurance policy.
If the overall claims experience is bad that year then insurance companies have to increase their premiums across the board for all motorists irrespective of whether you have made a claim or not. If you have a clean driving record, though, your premium will still be lower than those with accident claims.
There are a number of factors involved in pricing premiums. Firstly, there may be an increase in claims for your motorcycle make and model, which will lead to higher premiums. The higher price may also be driven by inflation. For example, increased repair costs, legal fees and medical costs means increased insurance premiums to keep up with these costs in general.
All information on how to lodge a claim with DirectAsia can be found at www.directasia.com/claims or call 6532 1818 for personal assistance.
DirectAsia offers customers with NCD20, NCD25, and NCD30 the opportunity to protect their NCD status through the purchase of NCD Protector Plus for a nominal fee. This way, if you have a claim - even if you are at fault, the NCD Protector Plus will allow your NCD to advance to the next level (up to a maximum of NCD30) the following year. Most insurers will only allow you to maintain your NCD status when you have an at-fault claim.

It's worth remembering that DirectAsia will honour your protected NCD status with your current insurer if you've had an 'at-fault' claim - other insurers don't!
Travel Insurance
No refund will be entitled if you have reported or notified us of a travel insurance claim or we have paid a claim during the policy period. We reserve the right to collect any outstanding premium from you if you opt for our instalment payment plan for annual policy.
Our claims process couldn't be simpler. We have an Online Travel Claims Form and a 24-hour Claims hotline to assist you in times of need. You can call us at +65 6603 3699 (Overseas) or +65 6532 1818 (Singapore) and we will take care of the rest!
Email us at [email protected] or call us at 6532 1818 or +65 6603 3699 to notify us within 30 days when something happens which may result in a claim. After which, fill in an Online Travel Claims Form with your proof of travel and supporting documents within 30 days upon returning from your trip. You'll be assigned to a personal Claims Specialist, whom you can contact directly throughout your claim process.
All information on how to lodge a claim with DirectAsia can be found at www.directasia.com/claims or call 6532 1818 for personal assistance.
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