talk to us
products
Car Insurance Singapore

car

Life Insurance Singapore

term life

Travel Insurance Singapore

travel

personal Insurance Singapore

motorcycle

personal Insurance Singapore

personal accident

personal Insurance Singapore

maid

travel

group insurance

claims faqs

how can we help you?

Car Term Life DIRECT-term Life Travel Motorcycle Personal Accident Maid
Car Term Life DIRECT-term Life Travel Motorcycle Personal Accident Maid
Claims
Q.1
What should I do if I have an accident?

If you were involved in an accident and you require assistance, please call our FWD Emergency Assistance on +65 6322 2072. If someone has been injured please let Emergency Assistance know that an ambulance is required.

Emergency Assistance will immediately dispatch the MARS (Mobile Accident Response Service) team. On arrival, MARS will assist you in the accident reporting and arrange a towing service, if needed. If you do not require Emergency Assistance, here’s what you need to do:

  • Do not move your car from the initial location of the accident.
  • Take photos of all the vehicles involved. The accident scene photos are to be enclosed when you lodge the accident report.
  • Note down the registration numbers of all vehicles involved.
  • Exchange particulars of all drivers involved and take note of the injured people (if any), including: Name, NRIC, Phone number, Address and Name of Insurance Company.
  • Do not admit liability or make any offers to a Third Party.
  • Take your vehicle to the Approved Reporting Centres and make the accident report with 24 hours, or on the next working day.
Q.2
What should I do if I get into an accident overseas?

Please call our FWD Emergency Assistance on +65 6322 2072 for further advice and assistance. Our 24-hour assistance service will help you arrange for the towing of your vehicle back to Singapore.

Accident Reporting
Q.1
If my car is involved in an accident but there was no damage to my car or if I do not wish to make a claim, do I still have to lodge the report with GIA or FWD at FWD’s Approved Reporting Centres?

Under the Motor Claims Framework (MCF), in any accident regardless how minor it was, you should lodge the GIA Report in any of our Approved Reporting Centres within 24 hours or by the next working day. If no claim is submitted against your policy, your report will not affect your policy/NCD. The accident report is important as it will provide the necessary information in order for us to handle any claims made against your policy due to the accident.

For more information about the Motor Claims Framework (MCF), you may refer to http://www.gia.org.sg.

Q.2
How do I lodge an accident report?

Please take your car and the following documents to one of our Approved Reporting Centres to lodge a report:

  • Driver’s driving license;
  • Insured and driver’s NRIC;
  • Soft copy of Certificate of Insurance;
  • Police report (if any);
  • Scene photos (if any);
  • Witness reports (if any).

Alternatively, you can opt for mobile reporting. Please call our FWD Emergency Assistance at +65 6322 2072 for further advice and assistance.

Q.3
What type of accident cases require a Police report?

A Police report is only required in the following cases:

  • Accidents involving death or injury to any party;
  • Non-injury accidents involving a foreign vehicle;
  • Non-injury accidents involving a government vehicle/damage to government property;
  • Non-injury accidents involving a pedestrian or cyclist;
  • Theft or loss of vehicle, hit and run accidents, vandalism, parked and found damaged.
Q.4
How long do I have to lodge the accident report?

Under the Motor Claims Framework, all accidents must be reported to your insurer within 24 hours or by the next working day with your car, no matter how trivial or even if there is no visible damage, and irrespective of whether you are claiming from any insurers or third parties.

Q.5
What happens if I do not report the accident?

Failure to report your accident in time will affect your No Claims Discount upon renewal of your car insurance and will prejudice your claim.

Windscreen Claims
Q.1
What should I do if my windscreen is shattered or cracked?

Please call our FWD Emergency Assistance at +65 6322 2072 to arrange for a tow truck if your car is unsafe to drive. Alternatively, you can proceed to our windscreen specialist, Glass-Fix or call them at +65 6278 0887 to arrange for repairs.

Q.2
My windscreen was cracked by a pebble while I was driving and there is no other damage to my vehicle. Do I need to lodge a GIA Accident Report?

You are not required to make a GIA Report for windscreen damage. However, you are required to complete a windscreen claim form at our windscreen specialist workshop, Glass-Fix, when you send your vehicle there for the windscreen repair/replace.

Q.3
Can I proceed to repair my windscreen if my windscreen was shattered in Malaysia and I need the car to continue my journey?

Yes, you may repair or replace your windscreen in Malaysia. Contact FWD Emergency Assistance on +65 6322 2072 and they will assist you to find a preferred workshop in Malaysia nearest to you.

Q.4
Will my windscreen claims affect my NCD?

No, windscreen damages will not affect your NCD. Please note however that this doesn’t guarantee that we will offer you the same renewal terms.

Claiming under own policy (Own Damage Claim)
Q.1
Will I get updated on the status of my car’s repair?

Yes, our workshop will update you on the progress of your repair and when you can expect your car repair to be completed.

Q.2
Will I get a replacement car while my vehicle is in the workshop for repair?

You will be entitled to a Daily Transport Allowance while your car is being repaired. The amount per day and number of days will depend on the Policy you have selected and will be stated in your Summary of Insurance.

Q.3
What should I do if I am not satisfied with the repair done at the premium workshop?

If you are not satisfied with the repairs, please send back your car to the premium workshop where the repairs were done since our premium workshops offer Extended Workmanship Guarantee for the repairs. If you wish to speak to us so we can assist you, please call our friendly customer service representatives at +65 6820 8888.

Claiming against Third Party
Q.1
Should I claim from my own policy or claim against the Third party?

Please approach our premium workshop who can advise you further based on the circumstances of the accident. When the liability is unclear, we encourage you to file an own damage claim. After settling the repair cost with the workshop, we will proceed to attempt a recovery against the third party insurer.

Q.2
How do I submit my claim against the other party?

You can bring your damaged vehicle to any of our premium workshops or your own preferred workshop who can assist you to file the third party claim.

Q.3
How do I claim against a Malaysian vehicle?

If you are involved in an accident with a foreign vehicle, you are required to lodge a police report. Please call our Emergency Assistance hotline or approach our premium workshop for further advice and assistance. If you were not at fault in the accident, you may want to claim under your own policy and we’ll attempt to recover the amounts we paid from the foreign insurer.

Claims
Q.1
If my claim is in foreign currency, how will you pay me?

When your claim is in a foreign currency and in cash, we will pay you in Singapore Dollars using the foreign exchange rate (listed on yahoo finance) on the incident date. If you used a credit card, we will pay you the amount charged in Singapore Dollars on your credit card bill.

Q.2
What documents do I need to make a claim?

The documents needed depend on what you’re claiming for. Please click here to find out more.

Q.3
Must I file my claim while I’m still overseas?

No, we don’t want you to worry about making claims while still on your trip. You can find out more about the documents required for claims using our claims guide as some documents are required from the local authorities. Other than that, filing of a claim can be made after you’ve returned to Singapore. If you require emergency assistance, please call our FWD Emergency Assistance on +65 6322 2072 for help.

If your flight is going to be delayed for 6 hours or more, and you’d like to use this time to file a claim, you can do so through our customer portal or via WhatsApp.

Q.4
Is there any penalty if I file a claim after I return to Singapore?

No, there is no penalty for filing your claim after you return to Singapore.

Q.5
What are the possible scenarios where FWD will not pay for my claim?

The most common scenarios for rejection of claims are:

  • Visiting any country where the Ministry of Foreign Affairs of Singapore advises against travelling to or recommends postponing the travel to;
  • Claims related to pre-existing medical conditions;
  • Participating in sports that do not meet the criteria listed in the contract;
  • Due to suicide or self-inflicted act;
  • Travelling contrary to your doctor’s advice;
  • Inflated or fraudulently made claims;
  • Participating in any illegal act including war, uprising, riot, strike or civil commotion.
Q.6
I see a shop/office with FWD logo during my trip, can I go there to file my claim?

While FWD operates in multiple countries, our overseas offices are not able to serve you as they would not have access to your policy details. Simply file your claim online here and we will get in touch with you to resolve the claim.

Q.7
What should I do if my check-in baggage is lost by the airline?

You will need to lodge a report with the airline. Proof of denial or partial compensation by the airline would be required as part the supporting documents to enable us to assess your claim.

Claims Emergency
Q.1
How do I contact FWD for help in case of an emergency?

Please call our FWD Emergency Assistance hotline on +65 6322 2072.

You can call us any time of the day or night, from anywhere in the world, and we’ll be ready to assist you the best we can.

Claims
Q.1
Who will receive the claim amount if the Policyholder/Insured Person dies?

If there are nominated beneficiaries, then FWD will pay the beneficiaries. If the Policyholder/Insured Person didn’t nominate any beneficiaries, then the legal estate will need to get a letter of administration or probate so FWD can pay the claim to the legal estate.

Q.2
What documents must I submit for my claim?

Simply call us on +65 6820 8888 and one of our friendly customer service representatives will be happy to help. You can also email us at claims.sg@fwd.com. Click here to access our DIRECT – Term Life Insurance Claims Guide.

Q.3
Can FWD help me get my Doctor’s Statement?

Yes, we can. Just complete and sign the Authorisation/Consent Section in the form first, and we will be able to help you request the completion of your Doctor’s Statement.

Q.4
Does my critical illness cover start once my policy is approved?

It starts immediately unless you have certain conditions, in which case there is a 90-day waiting period. This applies to the following critical illnesses:

  • Heart attack of specified severity;
  • Major cancer;
  • Coronary artery by-pass surgery;
  • Angioplasty and other invasive treatment for coronary artery.

*The 90-day waiting period begins from the coverage start date, the last reinstatement date (if your policy has been reinstated), or the date of any increase in your sum insured (in respect to that increase), whichever is later.

For other critical illnesses, there is no waiting period.

Claims
Q.1
How do I contact FWD for help in case of an emergency?

Please call our FWD Emergency Assistance hotline on +65 6322 2072. You can call us any time of the day or night, from anywhere in the world, and we’ll be happy to assist you.

Q.2
What is FWD’s hotline number?

Our hotline number is +65 6820 8888.

Q.3
My claim is in foreign currency. Will FWD pay me in foreign currency too?

When your claim is in a foreign currency and in cash, we will pay you in Singapore Dollars using the foreign exchange rate on the incident date. If you used a credit card, we will pay you the amount charged in Singapore Dollars on your credit card bill.

Q.4
What documents must I submit for my claim?

The documents needed depend on what you’re claiming for. Please click here to find out more. Or simply call us on +65 6820 8888 and one of our friendly customer service representatives will be happy to help. You can also email us at claims.sg@fwd.com.

Claims
Q.1
Would my maid be covered under the policy for outpatient medical expenses?

Outpatient medical expenses would only be covered in the event of seeking treatment for accidents.

Should you’ve opted forthe additional optional benefit of outpatient medical expenses due to illness, we will cover your maid for $300, $500 or $1,000 as per the plan you have chosen. That means, the claim amount of up to S$30 per visit is immediately deducted from your medical bill. You will only need to pay the first S$10, and any balance that remains after deducting S$30.

For both outpatient medical for accident and illness, your maid is required to seek treatment at any clinic on the panel of our Third Party Administrator, Make Health Connect (MHC) located around Singapore. (for the list of locations, please click here).

Q.2
What do you mean by cashless under Outpatient Expenses?

We have a tie-up with Make Health Connect (MHC) network of clinics. Upon purchasing the Maid insurance with us, we will register your helper details with MHC. All you have to do is to download the MHC app and setup the account for your helper’s visit to the MHC network of clinics for outpatient treatment to be cashless.

Q.3
Can you tell me about Make Health Connect (MHC)?

MHC Asia Group is a leading health technology company with a network of over 1200 panel clinics in Singapore and 800 in Malaysia with foot prints in Indonesia, Philippines and Hong Kong. It is currently processing more than 1.5million outpatient claims annually.

Majority of insurers and thousands of corporate clients adopt MHC’s web-based system to help manage their healthcare costs and profile the health of its members and workforce.

MHC simplifies healthcare and connect stakeholders in the healthcare delivery chain with effective use of information technology and big data analytics — increasing efficiency, ensuring transparency, lowering costs and boosting productivity.

Q.4
How do I download, install and setup the MHC app?

Please click here for the MHC User Guide and Setup.

Q.5
Would my maid be covered under the policy if I bring her to a Chinese Medicine practitioner or Chiropractor to seek treatment?

Yes, if her condition is due to an accident, we will pay for the treatment by a Chinese Medicine practitioner or Chiropractor within 12 months from the date of the accident.

Q.6
Will my maid be covered for hospitalisation and surgical expenses?

We will reimburse the hospital and surgical expenses incurred as a result of an accident or illness sustained by the maid in Singapore that commences or occurs during her employment with you.

Q.7
Will FWD issue a Letter of Guarantee if my maid is admitted in a hospital?

We will not issue a Letter of Guarantee as the claim is on a reimbursement basis.

Claims
Q.1
Who will receive the claim amount if the Policyholder/Insured Person dies?

If there are nominated beneficiaries, then FWD will pay the beneficiaries. If the Policyholder/Insured Person didn’t nominate any beneficiaries, then the legal estate will need to get a letter of administration or probate so FWD can pay the claim to the legal estate.

Q.2
What documents must I submit for my claim?

Simply call us on +65 6820 8888 and one of our friendly customer service representatives will be happy to help. You can also email us at claims.sg@fwd.com. Click here to access our Term Life Claims Guide.

Q.3
Does my critical illness cover start once my policy is approved?

It starts immediately unless you have certain conditions, in which case there is a 90-day waiting period. This applies to the following critical illnesses:

  • Heart attack of specified severity;
  • Major cancer;
  • Coronary artery by-pass surgery;
  • Angioplasty and other invasive treatment for coronary artery.

★ The 90-day waiting period begins from the coverage start date, the last reinstatement date (if your policy has been reinstated), or the date of any increase in your sum insured (in respect to that increase), whichever is later.

For other critical illnesses, there is no waiting period.

Claims
Q.1
What should I do if I have an accident?

If you were involved in an accident and you require assistance, please call our FWD Emergency Assistance at +65 6322 2072. If anyone involved in the accident is injured, let us know and we will contact the police and arrange an ambulance.

Our appointed Mobile Accident Response Service (MARS) will meet you at the accident site to assist you in accident reporting and arrange a towing service, if needed. If you do not require Emergency Assistance, here's what you need to do:

  • Do not move your motorcycle from the initial location of the accident.
  • Take photos of all the vehicles involved. The accident scene photos are to be enclosed when you lodge the accident report.
  • Note down the registration numbers of all vehicles involved.
  • Exchange particulars with all drivers involved and take note of who’s injured (if any), including their name, NRIC, contact number, address and name of their insurance company.
  • Do not admit liability or make any offers to a Third Party.
  • Once the above are done, take your motorcycle to an FWD Approved Reporting Centre and make the accident report within 24 hours, or on the next working day.
Q.2
What should I do if I get into an accident overseas?

Please call our FWD Emergency Assistance at +65 6322 2072 for assistance. Our 24-hour assistance service will help you arrange for towing of your motorcycle back to Singapore and filing of a police report.

Accident Reporting
Q.1
If my motorcycle is involved in an accident but there was no damage to my motorcycle or if I do not wish to make a claim, do I still have to lodge the report with GIA or FWD at FWD’s Approved Reporting Centres?

Under the Motor Claims Framework (MCF), in any accident regardless how minor it was, you should lodge the GIA Report at any of our Approved Reporting Centres within 24 hours or by the next working day. If no claim is submitted against your policy, your report will not affect your policy or NCD. The accident report is important as it will provide the necessary information in order for us to handle any claims made against your policy due to the accident.

For more information about the Motor Claims Framework (MCF), you may refer to
http://www.gia.org.sg/pdfs/Industry/Motor/MCF_Brochure.pdf

Q.2
How do I lodge an accident report?

Please take your motorcycle and the following documents to one of our Approved Reporting Centres to lodge a report:

  • Rider’s driving license;
  • Insured rider’s NRIC;
  • Soft copy of Certificate of Insurance;
  • Police report (if any);
  • Scene photos (if any);
  • Witness reports (if any).
Q.3
What type of accidents require a Police report?

A Police report is only required in the following cases:

  • Accidents involving death or injury to any party;
  • Non-injury accidents involving a foreign vehicle;
  • Non-injury accidents involving a government vehicle/damage to government property;
  • Non-injury accidents involving a pedestrian or cyclist;
  • Theft or loss of vehicle, hit and run accidents, vandalism, parked and found damages.
Q.4
How long do I have to lodge the accident report?

Under the Motor Claims Framework, all accidents must be reported to your insurer within 24 hours or by the next working day with your motorcycle, no matter how trivial, even if there is no visible damage, and irrespective of whether you are claiming from any insurers or third parties.

Q.5
What happens if I do not report the accident?

Failure to report your accident in time will affect your No Claims Discount upon renewal of your motorcycle insurance and may affect your claim.

Claiming under own policy (Own Damage Claim)
Q.1
Will FWD Premium Workshops update me on the status of my motorcycle's repair?

Yes, our workshop will update you on the progress of your repair and when you can expect the repair to be completed.

Q.2
What should I do if I am not satisfied with the repair done at an FWD Premium Workshop?

If you are not satisfied with the repairs, please send your motorcycle back to the Premium Workshop where the repairs were done. Our Premium Workshops offer a 24-month Extended Workmanship Guarantee for the repairs. If you wish to speak to us instead, please call our friendly customer service representatives at +65 6820 8888.

Claiming against Third Party
Q.1
Should I claim from my own policy or claim against the Third party?

Our FWD Premium Workshop will be able to advise you based on the circumstances of the accident. Where the liability is unclear, you may want to claim under your own policy to expedite the repair of your motorcycle and we’ll attempt to recover the amounts we paid from the third party insurer

Q.2
How do I submit my claim against the other party?

You can bring your damaged motorcycle to any of our FWD Premium Workshop or your own preferred workshop who can assist you to file the third party claim.

Q.3
How do I claim against a Malaysian vehicle?

If you are involved in an accident with a foreign vehicle, you are required to lodge a police report. Please call our FWD Emergency Assistance at +65 6322 2072 or approach our FWD Premium Workshop for assistance. If you were not at fault in the accident, you may want to claim under your own policy to expedite the repair of your motorcycle and we’ll attempt to recover the amounts we paid from the foreign insurer.

Notice: The information featured in this website is published for general information only. The precise terms and conditions of the insurance are specified in the policy.