Customer Service Values | DirectAsia Insurance
 
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Customer Service Values

Our Customer Service Values

We don’t want to be a voice on the other end of the phone

If you call for a quote, to have a question answered or to renew your policy, our team of insurance experts will take the time to understand your needs and recommend the right level of insurance cover to match you and your situation.

It's important to us that you speak with trained experts equipped to handle your problem. Also that who you speak with is friendly, helpful and talks to you uniquely - you'll never have to sit through scripted service calls.  

Our goal is that you feel comfortable with your decision at the end of every call. This means you have all the right information so you clearly understand how your level of cover applies to you.

Our service centre was designed for you – easily accessible in the CBD. We're open until 8pm Monday - Friday, to better service your needs because we realise you can't always make time to talk about your insurance during the working day. 

Our Customer Service Values

At DirectAsia, we believe in being Bold, Bright and Direct. We regularly look through these values to make sure we're doing all we can to give you the best insurance customer service experince in Singapore. 

 

Bold

• We dare to be different
• We are decisive
• We try new things without fear of failure
• We stand up for what we believe is right
• We act fairly

Bright 

• We are passionate about what we do
• We use common sense in all situations
• We make customers’ lives easier and happier
• We want to improve constantly
• We have fun!

Direct

• We deliver solutions direct to our customers
• We keep things simple
• We are straightforward
• We are transparent
• We do what we say when we said we would do it
 
 

We Listen to and Use Your Feedback

Your feedback is taken seriously at DirectAsia. When you contact us to leave feedback we'll pass it directly to the team responsible for your feedback for their review. If anything's unclear, a dedicated staff member who handles feedback will call back you back to make sure your comments are completely understood.

Managers from every department meet regularly to discuss the feedback you share with us. They take your comments and discuss improvements and changes we can make as a company to improve your experience with us.  

LEAVE YOUR FEEDBACK

  Car Insurance : Efficient and good service

Ahmad Fairuzi Bin Mohd Kamal
4 June 2018

 

  Car Insurance : Very good customer service. Professional and clear explanation given on the policy details.

Yuan Guan Terence Tan
26 April 2018

 

  Travel Insurance : Prompt service to getting my claims approved. Good job done by Elyn.

Jiehe Wang
26 April 2018

 

  Travel Insurance : Claims is fast and efficient, great customer service from Elyn Pan.

Chinnskii Goh
26 April 2018

 

  Travel Insurance : I would definitely recommend DirectAsia. Their travel insurance are reasonably priced and yet they offer very good services!

Goh Yan Ran Tessa
25 April 2018

 

  Travel Insurance : Staff response was swift, be it claims or inquiries.

Nooraisah Bte Abdul Rahman
25 April 2018

 

  Travel Insurance : Excellent, professional service that is positive and 100% client-friendly. Communications were clear and staff was compassionate.

Wayne Fozzard
24 April 2018

 

  Travel Insurance : As always, service was efficient, friendly, courteous and fast. They got back to me by phone within 2 days to clarify, DirectAsia has always been responsive, informative and friendly in their interactions. 

Floydd Patric Wood
24 April 2018

 

  Travel Insurance : Prompt reply from the claims officer. Helpful in explaining the issues regarding claims.

Muhammad Nor Idzwan Bin Raeimi
24 April 2018

 

  Car Insurance : Very good services!

Wan Lu How
20 April 2018

 

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Travel Insurance

Individual Plan if you're travelling alone.

Group Plan if traveling with 1 or more friends/ relatives. You get to enjoy a group discount when your group size is more than 2.

Family Plan if travelling with your spouse and children. You can include up to 4 children who are aged between 15 days and 18 years old or until 24 years old if they are in full-time tertiary education. If there are only 2 members travelling, you should choose our individual or group plans.
For Asia: 
Australia Brunei Cambodia China (excluding Tibet)
Hong Kong India Indonesia Japan
Laos Macau Malaysia Myanmar
New Zealand Philippines South Korea Sri Lanka
Taiwan Thailand Vietnam  

For Worldwide: Those listed above and all other countries.

Please note that we do not cover you for the following countries: Afghanistan, Democratic Republic of Congo, Democratic Republic of Somalia, Iran, Iraq, Libya, Nepal, North Korea, Sudan, Syria, Yemen. 
Yes, you get a special family package rate for taking the family plan which covers you, your spouse and up to 4 children who are aged between 15 days and 18 years old or 24 years old if they are in full-time tertiary education. Your children can go free on the Family Plan with you and your spouse.
We'll automatically extend your policy regardless of annual or single trip cover, if your flight is delayed or you are injured and you can't get back home on your scheduled date.
Our single trip plans can cover you for trips up to 182 days.
Our annual plan covers you for all travel taken within a 12 month period. There's no limit to the number of trips you can take so long as each trip is no more than 90 days.
We offer you the option of including coverage for Extreme Sports and Activities with your annual policy - recreational activities perceived as involving a high degree of risk. When you have opted and paid for the Extreme Sports and Activities optional benefit then you will be covered up to the limits listed under the travel insurance plan you purchased when participating in the following sports or activities:
 
  • organized races where you are competing against others such as triathlon, cycling and obstacle races;
  • winter sports such as skiing and snowboarding;
  • hiking or trekking up to 4,000m in altitude (without ropes or specialist equipment);
  • martial arts, boxing or other similar activities;
  • sports tours where you are competing against other teams in contact sports (e.g. rugby).
 
With the Extreme Sports and Activities optional benefit, you will be covered for the following activities or sports provided that you have a licensed guide and a registered operator:
  • off-piste skiing;
  • trekking, hiking or mountain biking in extreme or hazardous areas, rock climbing, caving, pot holing or mountaineering or any similar activities that require the use of ropes;
  • scuba diving (up to a depth of 30m);
  • parachuting, sky diving, paragliding, parascending, bungee jumping, hang-gliding, or other similar activities;
  • white/black water rafting, canoeing or kayaking;
  • water skiing, wakeboarding, windsurfing, kitesurfing or other similar activities;
  • all-terrain vehicle (ATV), go-kart, sand buggy or similar (you must wear a helmet).
 
We do not cover the following even if you have opted and paid for the Extreme Sports and Activities optional benefit:
 
  • sports where you are participating as a professional or for any incentive or reward;
  • speed time trial or any form of race other than on foot, cycling or swimming;
  • trekking or hiking above 4,000m in altitude;
  • BASE jumping, wing suit flying or other similar activities; 
  • ski jumping, bobsleigh, skeleton and heli-skiing or other similar activities;
  • taking part in any of the activities without a licensed guide where we have said they are required.
We do not cover people who have been advised by a medical practitioner not to travel or anyone who is travelling on a trip to receive medical treatment.
We do not cover you for the following countries: Afghanistan, Democratic Republic of Congo, Democratic Republic of Somalia, Iran, Iraq, Libya, Nepal, North Korea, Sudan, Syria, Yemen.

That will depend entirely on your needs and considerations. Factors to consider:

  • How much your family would need without your salary to support them should you become disabled or involved in a fatal accident?
  • How much expense you need to cover for you and/or your family in case of trip delay or cancellation based on the hotel and flight you booked?
  • What are the necessary coverage you need and what would you want to add on for greater peace of mind?
No. The credit cardholder must be the policyholder. You can also arrange to pay by cash or cheque if you don't have your own credit card. 
Yes, for annual cover you can pay your premium in monthly instalments with your credit card at no additional cost.
If you need more time to decide, you can save your quote and go back to it at a later date. Your quote will be saved in our system for 90 days. Once you have decided, you can go ahead and buy your cover and it will take effect immediately if you choose. You will receive an SMS confirming your immediate cover.
Your premium is calculated based on a number of factors including duration, destination, extreme sports, number of travellers. Your premium is also based on the level of coverage you choose.
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.
For annual plans, you can cancel this policy at any time by giving us 7 days’ notice. The refund premium will be pro-rated subject to a cancellation fee of S$10 (inclusive of GST).

For single trip plans, you may cancel the policy any time before the commencement date. The refund premium will be subject to a cancellation fee of S$10 (inclusive of GST).

The refund is calculated based on the following conditions:

Premium Refund = [Premium x (Unexpired Period of Insurance (Days) / Original Period of Insurance (Days))] – Applicable Cancellation Fee ($10).

You will receive your premium refund within ten working days.
For premium paid via credit card, we will credit the premium refund to the same credit card account originally used. For cash or cheque payment, we will send you a refund via cheque.

DirectAsia is a fully licensed insurance company registered by the Monetary Authority of Singapore so you are protected under the PPF Scheme.

For more details please go to www.gia.org.sg or www.sdic.org.sg.

For convenience and peace of mind, we have now made your annual policy as automatic renewal and we will simply deduct the amount from your credit card when your renewal is due. If you choose to opt out of automatic renewal, we will send you an invitation to renew.

You can easily make changes to your personal details 24/7 from our website in the My Account section. You can change your particulars, including contact information, billing info, and more

If you need to talk with us, you may call our customer service centre hotline at 6665 5555 from Monday - Friday: 8am - 8pm or email us at customerservice@directasia.com.

You can contact us to request a change to be made to your cover. Please give us 7 days' notice in order for the change to be effective.

You may call our customer service centre hotline at 6665 5555 from Monday - Friday: 8am - 8pm or email us at customerservice@directasia.com.

We will help pay you if your trip is disrupted or you become stranded because of natural disasters or if there has been an unexpected civil commotion that prevents you from continuing with the scheduled trip. You are also covered for additional hotel stays and costs incurred on your return to Singapore.
We will help reimburse you the cost for the rest of your planned trip (less the amount you are able to claim from the travel provider or carrier) if it has been disrupted due to an unexpected death, serious injury or illness to either yourself, immediate family member or travel companion.
Our claims process couldn't be simpler. We have a 24-hour dedicated Claims hotline to assist you in times of need. If you are out of Singapore, you can call us on our overseas number at +65 6603 3699 (Overseas/Emergency) or call us locally at +65 In Singapore
6532 1818 and we'll take care of the rest!
We prefer to make things simple for you, so no forms required. Just call us at +65 6532 1818 to start your claim process with your proof of travel, and copies of the supporting documents within 30 days upon returning from your trip. Within one working day, you'll be assigned a personal Claims Specialist. You'll have the ability to contact them directly throughout your claim process. Visit How to Claim for more information. 
Always report to the police within 24 hours at the place of the accident, injury or loss, and get a copy of the police report.
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.

In the case of an act of terror happening near to where you intend to travel to, and within 50km of your booked accommodation, we understand that you may decide to cancel, curtail, or amend your insured trip. So, if you purchase your policy from 2 February 2018 onwards, we will pay for any irrecoverable transport and accommodation expenses for which you have paid or are contracted to pay if you decide to cancel, curtail or amend the trip. The incident must take place after you have booked the trip and within 30 days before you were due to start the insured trip for you to be able to cancel or amend the trip.

 
We will also pay such costs if you have already travelled and there is an attack within 50km of your booked accommodation and you wish to return back to Singapore early. 
We understand that when you travel on your own, having a family member or friend with you overseas after you fell sick or are injured during the trip, makes the hospitalization stay feel more bearable. So, if you purchase your policy from 2 February 2018 onwards, we will pay up to the limits, depending on your policy purchased, the cost of reasonable return economy class transport and reasonable hotel accommodation expenses to allow one family member or friend to travel to be with you if you are hospitalised for at least five continuous days overseas.
 
We will pay till the date that your doctor confirms that you are fit to continue your trip or return to Singapore for up to 30 days (whichever comes first).
Starting 2 February 2018, as part of your trip, you may choose to include the Sports Equipment Optional Benefit as part of your annual policy to help cover for loss, theft or accidental damage to your equipment whilst overseas on an insured trip e.g. your skis, snowboard, scuba equipment, golf clubs. 
Starting 2 February 2018, you may choose to include your contracted foreign domestic helper as an Optional Benefit under your family plan when she is travelling with your family. We will pay for any losses you incur e.g. medical expenses, medical evacuation & repatriation, emergency phone charges, trip cancellation, or curtailment or delay. This policy will only kick in after you have exhausted the coverage under your compulsory maid cover where applicable (e.g. for medical matters) and you must prove you have done so. Any claims resulting from your maid will count towards ‘Per Family Limit’ specified in each of the sections covered
Plan Vehicle age
Comprehensive Up to 10 years old
Third-party fire and theft Up to 30 years old
Third-party only Up to 30 years old
We will be happy to provide you with a quote for any of our insurance plans. However, before you buy the policy, please check with your finance company. Some finance companies require certain levels of insurance cover for the motorcycle before they can continue with the finance.
There is no excess applicable for Personal Accident benefit and 24-Hour Breakdown Assistance. However, you will have to pay an excess of S$107 (inclusive of GST) each time you claim under Medical Expenses benefit.
Your own damage excess will be applicable in the event your motorcycle is stolen in Singapore. (You can refer to your certificate of insurance on how much your policy excess is). If your motorcycle is stolen outside of Singapore, an additional excess of 50% of the market value of your motorcycle at the time of the theft capped at a maximum of $2,000 will be applicable too.
No, we will not pay you for your modifications since these will have been done by you or a previous owner after the motorcycle was first registered. We will only cover you for the original standard equipment by the maker or distributor and we can decide whether to replace or repair these items or pay you the cost to do this.
If you choose our comprehensive motorcycle insurance we will cover you for accessories and spare parts if these were fitted as standard equipment by the maker or distributor at the time your motorcycle was originally bought and they were on your motorcycle at the time of the accident, loss or theft.

We can decide whether to replace or repair these items or pay you the cost to do this.

Medical Expenses, Personal Accident and 24-Hour Breakdown Assistance 
We have 3 different plan types depending on your needs. They are Comprehensive, Third-Party Fire and Theft and Third-Party Only. See 3 types of Motorcycle Insurance plans.

The policyholder is the registered owner of the vehicle – we cannot insure you if you are not the owner of the vehicle.

The main rider is the person that uses the motorcycle most frequently – he must be aged 25 - 65, 2 years’ riding experience. He would be the policyholder (vehicle owner).

Named riders are occasional riders you name under the policy. They have to be aged 25 - 65 with 2 years’ riding experience.

Authorised riders are people that you give permission to use your motorcycle. Sorry, this policy covers only 1 main rider and up to 1 named rider. It does not cover any unnamed riders. The adding of additional rider is subject to additional premium charges.

Yes, your policy remains valid even if you have had modifications done to your motorcycle, provided these modifications are LTA compliant and/or approved and have been declared to us. Please check if your modifications are LTA compliant.

No. The credit card holder must be the policyholder. If you do not have a credit card for payment, you can arrange to pay at 88 South Bridge Road S(058716) via cash or cheque.

No, we are sorry that our motorcycle third-party only insurance is available on a single payment basis only.
  1. Your chassis number. You can get this by logging onto LTA website
  2. Your NRIC for you and any named driver
  3. Your previous registration number if you plan to transfer your NCD to a new motorcycle
  4. And your credit card details
Yes. You just need to tell your motorcycle dealer that you will be getting your Motorcycle Insurance from DirectAsia.
You can get a quote by following our simple step by step guide. If you're satisfied you can go ahead and buy. You can choose the start date of your policy and even have immediate cover if you wish. You can print off your insurance certificate straight away. If you need time to gather more information, then you can save your quote and go back to it at a later date. Your quote will be saved in our system and will be valid for 90 days.

We make our policies in such a way that you pay only for what you need. Here are a number of ways you can cut costs on your premium.

  1. We have three different insurance plans for motorcycle policy. You can select the plan according to your needs.
  2. Opt to pay a higher excess. The higher the excess the lower the premium. (Note: This only applies to our Comprehensive plan).
  3. Certain motorcycle models are more expensive to insure than others. Keep this in mind when purchasing a new vehicle.
  4. Be sure to only pay for the optional extras you need, as any you add will increase your premium.
Your Motorcycle Insurance premium is based on a number of factors including driver profile which looks at your age, driving experience, No Claim Discount and the number of profile named on your policy. We also take into account the motorcycle's make, model and age. The excess you choose will also affect your premium. The higher the excess, the lower the premium. (Note: This only applies to our Comprehensive plan) Any optional benefits you choose will also affect your premium.
An excess is the amount that you must contribute towards the cost of a claim. The type of excess and the amount payable will be shown on the Schedule. If you make a claim, you will have to pay us any excess that applies.

If your No Claim Discount (NCD) is 20%, your Certificate of Merit (COM) from the Traffic Police entitles you to a discount over and above your NCD. This is your Offence Free Discount. At DirectAsiawe reward safe drivers.

You can check your status here

If you have been a named driver on someone else's insurance, you are not entitled to any NCD. However, if you have been driving a company motorcycle and you then buy a personal motorcycle, you would be allowed to transfer the NCD. This is provided you can show the number of claims' free years you have with a letter from the HR department of your employer or from the leasing company, if the motorcycle is leased. More details on NCD.
No you cannot protect your NCD. When an accident occurs, your No Claim Discount will be reduced as described in the table below. Please declare the NCD according to your situation: Your current No Claim Discount If you make 1 or more at fault claim 20% 0% 15% 0% 10% 0%
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.

No, you do not need to select Private and Business Use to make a few business calls. If you need to use your bike for a use outside of your policy, you must inform us prior to when you’ll be riding your bike off your selected use. You can ride outside of declared use up to five times per policy at no extra cost.

  1. Private use: You are only using your motorcycle in the course of your private life and for leisure.
  2. Private use and commuting to work: You are also using your motorcycle to go to and from your office.
  3. Private and business use: You are also using your motorcycle for and during the course of your work.
Your policy covers you when you ride your motorcycle in Singapore, West Malaysia and Southern Thailand (Within 80km of the border between Thailand and Malaysia.)
Statistically, young drivers tend to have more accidents. At the moment, we do not insure very young drivers, but we do strive to review our policies from time to time. Nonetheless, we appreciate you considering us and hope you will choose us for your motorcycle insurance in the future.

Only a driver named by the policyholder in the policy aged between 25 and 65 with 2 years' driving experience is covered under the policy.

If the claim is reported by the named driver under this policy for loss of or damage to the motorcycle then the named driver would enjoy the same cover as the policyholder.

If you meet the below requirements, then yes you do.

  • The policyholder must be the registered owner of the vehicle – we cannot insure you if you are not the owner of the motorcycle.
  • The main driver is the person that uses the motorcycle most frequently – they must be aged between 25 and 65 years old, with at least 2 years’ driving experience.
You can add one named driver to your policy aged between 25 and 65 years old, with at least 2 years’ driving experience.
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 can use a repair workshop of your choice.
Call 995 for the fire brigade. Get details of the officer who attends to the fire and a copy of the fire report.; If your motorcycle is damaged in an arson attack, report it to the police so that they can investigate.

Get a copy of the police report and call us to lodge a claim on In Singapore
6532 1818 or +65 6603 3699 (Overseas/Emergency). 
If you settle the matter amicably with the other driver, then there is usually no need to make an insurance claim. You must still report the matter to us, though. It will NOT affect your No Claim Discount. Complete and send us a copy of the Private Settlement form when you're reporting the claim.
If someone is injured, then you'll need to report the accident to the police. If nobody is injured and you settle the dispute with the other driver amicably, then there's usually no need for police involvement. However, should a hit-and-run situation occur or a government vehicle/property, foreign vehicle, or pedestrian/cyclist be involved, you need to report this to the police.

The refund is calculated based on the following conditions: Premium Refund = [Premium x (Unexpired Period of Insurance (Days) / Original Period of Insurance (Days))] – Applicable Cancellation Fee ($53.50 inclusive of GST).
 
Please note that the above is subjected to no claim/accident in current policy period.

Please ensure you have the following documents:
  • Sale / Purchase Agreement by car dealer stating the details of the sale of the vehicle, and the effective sold date and handover date; OR
  • LTA Notification Transfer of Ownership for the vehicle.
You may fax the documents to 64231197 or email us at customerservice@directasia.com. Once we receive these documents, we will backdate the cancellation date to 1 day after the vehicle sold/ handover date.

Alternatively, you may also give us a call on our Customer Service Hotline at 6532 2888 from 8am to 8pm, Monday to Friday.
No refund will be given if there is a motorycle accident reported and/or claim made under your motorcycle insurance policy.
For premium paid via credit card, we will credit the premium refund to the same credit card account originally used. For cash or cheque payment, DirectAsia.com will send you a refund via cheque. You will receive your premium refund within ten working days.
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.
There are many things taken into consideration when calculating premiums particularly risk factors including vehicle model, capacity, and driver's profile. The market value of the motorcycle is not considered to be a direct risk factor because it does not influence the claims received from third parties for property damage and injuries. Also, repair cost for motor vehicles continues to increase therefore impacting insurance premiums.

As a fully licensed insurance company registered by the Monetary Authority of Singapore, we are a member of the PPF Scheme.

Your Motorcycle Insurance policy issued by DirectAsia is covered by the PPF Scheme. For more details please go to www.gia.org.sg or www.sdic.org.sg.

You can cancel this policy at any time by giving us 7 days' notice. The refund premium will be pro-rated subject to a cancellation fee of S$50 before GST for car insurance & motorcycle insurance, S$10 for travel insurance.
We make it easy for you to renew your policy. This can be done automatically and we will deduct the amount from your credit card when your renewal is due. If you don't opt for automatic renewal we will send you an invitation to renew.

You can easily make changes to your personal details 24/7. Login to My Account space to change your particulars, including contact information and more.

If you need to speak to us, you may call our customer service centre hotline at 6665 5555 from Monday - Friday: 8am - 8pm.

You can contact us to request a change to be made to your cover. Please give us 7 days' notice in order for the change to be effective.; You may call our customer service centre hotline at 6665 5555 from Monday - Friday: 8am - 8pm or email us at customerservice@directasia.com

We have to exclude some drivers to keep your premium down
We cannot cover you if:

  • You have been declined when trying to renew your policy in the last 3 years. Or you have had your policy terminated in the last 3 years.
  • You've had your licence suspended or cancelled in the last 5 years.
  • Your motorcycle is registered under your company
  • You use your motorcycle to perform delivery services, whether on a full time or part time basis

We do not insure certain professions. These are:

  • Personnel of foreign armed forces
  • Professionals who are involved with the entertainment industry
  • Professional sportsmen or sportswomen
  • Foreign diplomats and foreign diplomatic staff
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.

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