Claims Promise | Singapore Car Insurance | DirectAsia Insurance

Claims Promise: Local, Dedicated Service

We believe insurance is a service

Making a claim can be a stressful experience. At the very least it means there's been an interruption to your normal routine.

We believe in smoothing out as many rough roads for you as we can, and being here to help you through difficult times. You might not have made a claim with us yet, and don't know quite what to expect from us. Our promises give you some idea of the care you can expect should you ever need to claim.

4 Promises We Make to Every Customer

We believe that insurance is not a product, it's a service. And even more than the customer service you get when you first contact us, the service you get when making a claim is what really matters for you. That's why we're always looking for extra ways to improve your experience during a claim. 
 

 
24/7 claims support guarantee - we're on standby, day and nightready to help you make the claim and guide you through your emergency. 

Claims review in less than 7 working days - because you're dealing directly with us and not a middleman, the claims process is much quicker.  
 
Same day acknowledged and specialist assignment - the quicker your claim begins, the faster it can be resolved and you can get back to life as normal. 
Dedicated and direct service with your claims specialist - once a specialist is assigned to you, you'll deal with one person until your claim is resolved. 
Our Net Promoter Score is
Double
the industry average
 

We Measure Your Happiness

How can you know we really mean it when we say customer satisfaction is our main priority? There are a few ways. To start, simply call and talk to us. You'll know from the first time you speak with someone from our team that we place a high value on our customer's experience.

Internally we, and many other companies, use what's called a Net Promoter Score (or NPS). The NPS tests how loyal customers are to us. An NPS that is positive (i.e., higher than zero) is said to be good, and and NPS of +50 is considered to be excellent. Our score is 60%.

That score is something we're always working to improve. If you don't know NPS, you might wonder where we stand. Our NPS is around double the industry standard. That means our customers are twice as loyal, twice as happy with us as the other guys.

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 Protection 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 claim@directasia.com.
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.

Have questions? Speak with us directly at 6665 5555 or provide your details and we’ll call you.