Claims Made Simple | Motor Insurance Claim

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.

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. Call us at 6532 1818 or +65 6603 3699 (overseas) and we will assist you to make an accident report.

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, if required
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 and send copies to us by:

Email - claim@directasia.com,
Fax - 6423 1196 or
Post - DirectAsia Insurance: 20 Anson Road #08-01 S079912.

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. Call us at 6532 1818 or +65 6603 3699 (overseas) and we will assist you to make an accident report.

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, if required
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 and send copies to us by:

Email - claim@directasia.com,
Fax - 6423 1196 or
Post - DirectAsia Insurance: 20 Anson Road #08-01 S079912.

Email us at claim@directasia.com 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

Call us at 6532 1818

or dial +65 6603 3699 (overseas) for assistance

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Frequently Asked Questions for Claims

Car Insurance

How does your 24 Months New for Old Replacement car work? Do I receive a physical new car? Or do I purchase the new car and submit a claim?

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.

Can I protect my No Claim Discount (NCD)?

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.

What is a No Claim Discount (NCD)?

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.

Can I claim for things stolen from my car?

We do not cover personal items that are stolen from your vehicle. For example laptop, cash card and accessories.

How do I claim against a foreign motorist?

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.

What documents do I need to make a claim?

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 claim@directasia.com.

If I made an accident reporting and/or claim under my insurance policy, am I still entitled to a refund?

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.

My NCD went up by 10% and I have had no claims in the past year. So why has my car insurance premium increased?

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.

I haven't made any claims so why is my renewal premium higher?

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.

Where can I find more information in case I need to make a claim?

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

What is a No Claim Discount (NCD)?

How do I claim against a foreign motorist?

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.

What documents do I need to make a claim?

You will need to submit the following original documents and keep copies to substantiate your claim either by fax at Fax: 64231197, email at claim@directasia.com 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

If I report a motorcycle accident and/or claim under my insurance policy, am I still entitled to a refund?

No refund will be given if there is a motorcycle accident reported and/or claim made under your motorcycle insurance policy.

I haven't made any claims so why is my renewal premium higher?

My NCD went up by 10% and I have had no claims in the past year. So why has my Motorcycle Insurance premium increased?

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.

Where can I find more information in case I need to make a claim?

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.

Can I protect my No Claim Discount (NCD)?

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

Will I still be entitled to a refund if I have filed a claim on my travel insurance policy?

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.

How do I make a travel claim?

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!

What documents do I need to make a travel claim?

Email us at claim@directasia.com 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.

Where can I find more information in case I need to make a claim?

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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DirectAsia Insurance offers car insurance, motorcycle insurance and travel insurance. This policy is protected under the Policy Owners’ Protection Scheme which is administered by the Singapore Deposit Insurance Corporation (SDIC). Coverage for your policy is automatic and no further action is required from you. For more information on the types of benefits that are covered under the scheme as well as the limits of coverage, where applicable, please contact your insurer (or name of Scheme member) or visit the GIA or SDIC web-sites (www.gia.org.sg or www.sdic.org.sg).

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What should I do in an accident

Who should I call for help?

What should I do at the scene?

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

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