guide to car insurance claims


If anything happens to your car

Step 1: Keep calm

Step 2: Call FWD Emergency Assistance at +65 6322 2072
Give them your details, such as your Name, NRIC / FIN, Mobile number, Car registration number, and the Accident site.
If anyone involved in the accident has injuries, let FWD Emergency Assistance know and we will help call the police or an ambulance.

Step 3: FWD Emergency Assistance will send our appointed Mobile Accident Response Service (MARS) to the accident site.

Important Note
  • It is a requirement that you lodge the GIA Report at any of our Reporting Centres within 24 hours, or by the next working day.
    For more details on Car Accident Reporting, please click here.
  • You should not admit any legal responsibility or make any offer to a third party.

If you do not activate our Emergency Assistance at the accident site, you can simply head down to our Accident Report Centres (ARC) which also serve as FWD Premium Workshops — a one-stop centre for your reporting-cum-quality-assured car repairs.

If the accident happened in Malaysia…

Just call FWD Emergency Assistance at +65 6322 2072. Our Emergency Assistance will help with everything you need, such as towing your car to a workshop or making a police report in Malaysia.

Whether you are making a claim under your car policy or you intend to make a claim against the other party, just drive to the FWD Premium Workshop nearest to you if your car is still safe to drive. If not, just contact the FWD Premium workshop of your choice and they will be glad to help you with towing your car to their workshop, where they will handle any necessary repairs and help you file your claim.

If you have bought the ‘repairs at any workshop’ option, you can send your car to the workshop of your choice. Just inform your workshop to contact us and we‘ll guide them through our Own Car damage repair claim process.

Important Note
  • For Own Car repairs, you must lodge the claim within 14 days after the damage and/or loss occurs.

Why you should send your car to an FWD Premium Workshop:

  • Located strategically throughout Singapore for your convenience
  • Provide pre-repair collection service if requested for Own Car damage repairs claim
  • Provide Extended Workmanship Guarantee if you make an Own Car damage repairs claim under your policy
  • Provide complimentary car washing and vacuuming before you collect your car
  • Assist with your car damage claims against a third party if the other party is liable for the accident

If your windscreen gets cracked or shattered in Singapore or Malaysia, just call FWD Emergency Assistance at +65 6322 2072.

If in Singapore, our emergency assistance will help connect you to our windscreen specialist, Glass-Fix, and you can arrange for a time to repair or replace your windscreen at their workshop. If you prefer, you can also check with them if they can perform the repair or replacement at your place, or anywhere convenient for you.

If your windscreen gets cracked or shattered in Malaysia, just contact our FWD Emergency Assistance at +65 6322 2072, and they’ll refer you to one of our preferred Malaysian workshops. If your car isn’t in drivable condition, they’ll arrange for a towing service to bring it to the nearest workshop.

What is the benefit?

You don’t need to pay if the breakage is covered under your contract. Our FWD Emergency Assistance will make the necessary arrangements for you, so all you need to do is collect your car after repairs and continue with your Malaysian road trip. We will then pick up the windscreen replacement bill and settle it with our Emergency Assistance and the Malaysian workshop.

If your car goes missing or is stolen in Singapore or Malaysia, just call FWD Emergency Assistance at +65 6322 2072 and we’ll guide you through what to do, step by step. Our Emergency Assistance will help you handle your case, and we’ll contact you within the same business day or, if you call us on a weekend or after business hours, on the next business day. We’ll also appoint a panel investigator to guide you on what to do about your missing or stolen car.


injuries to you or any passengers

For your convenience, you can lodge your Personal Accident or Medical Expenses claim under your car policy through the following mode:

If you are our policyholder and making the claim for yourself or for your authorised driver or passenger, just login to the FWD Customer Portal.


claims against you by third parties

Immediately notify us or forward the third party letter or documents to us at contact.sg@fwd.com, and we will handle the third party claim on your behalf.

We’ll update you at every stage and let you know whenever we get a claim notification from the third party and when the settlement is finalised.

We will notify you and handle the third party car claim on your behalf.

We’ll update you at every stage and let you know whenever we get a claim notification from the third party and when the settlement is finalised.

If anything happens to your car

Step 1: Keep calm

Step 2: Call FWD Emergency Assistance at +65 6322 2072
Give them your details, such as your Name, NRIC / FIN, Mobile number, Car registration number, and the Accident site.
If anyone involved in the accident has injuries, let FWD Emergency Assistance know and we will help call the police or an ambulance.

Step 3: FWD Emergency Assistance will send our appointed Mobile Accident Response Service (MARS) to the accident site.

Important Note
  • It is a requirement that you lodge the GIA Report at any of our Reporting Centres within 24 hours, or by the next working day.
    For more details on Car Accident Reporting, please click here.
  • You should not admit any legal responsibility or make any offer to a third party.

If you do not activate our Emergency Assistance at the accident site, you can simply head down to our Accident Report Centres (ARC) which also serve as FWD Premium Workshops — a one-stop centre for your reporting-cum-quality-assured car repairs.

If the accident happened in Malaysia…

Just call FWD Emergency Assistance at +65 6322 2072. Our Emergency Assistance will help with everything you need, such as towing your car to a workshop or making a police report in Malaysia.

Whether you are making a claim under your car policy or you intend to make a claim against the other party, just drive to the FWD Premium Workshop nearest to you if your car is still safe to drive. If not, just contact the FWD Premium workshop of your choice and they will be glad to help you with towing your car to their workshop, where they will handle any necessary repairs and help you file your claim.

If you have bought the ‘repairs at any workshop’ option, you can send your car to the workshop of your choice. Just inform your workshop to contact us and we‘ll guide them through our Own Car damage repair claim process.

Important Note
  • For Own Car repairs, you must lodge the claim within 14 days after the damage and/or loss occurs.

Why you should send your car to an FWD Premium Workshop:

  • Located strategically throughout Singapore for your convenience
  • Provide pre-repair collection service if requested for Own Car damage repairs claim
  • Provide Extended Workmanship Guarantee if you make an Own Car damage repairs claim under your policy
  • Provide complimentary car washing and vacuuming before you collect your car
  • Assist with your car damage claims against a third party if the other party is liable for the accident

If your windscreen gets cracked or shattered in Singapore or Malaysia, just call FWD Emergency Assistance at +65 6322 2072.

If in Singapore, our emergency assistance will help connect you to our windscreen specialist, Glass-Fix, and you can arrange for a time to repair or replace your windscreen at their workshop. If you prefer, you can also check with them if they can perform the repair or replacement at your place, or anywhere convenient for you.

If your windscreen gets cracked or shattered in Malaysia, just contact our FWD Emergency Assistance at +65 6322 2072, and they’ll refer you to one of our preferred Malaysian workshops. If your car isn’t in drivable condition, they’ll arrange for a towing service to bring it to the nearest workshop.

What is the benefit?

You don’t need to pay if the breakage is covered under your contract. Our FWD Emergency Assistance will make the necessary arrangements for you, so all you need to do is collect your car after repairs and continue with your Malaysian road trip. We will then pick up the windscreen replacement bill and settle it with our Emergency Assistance and the Malaysian workshop.

If your car goes missing or is stolen in Singapore or Malaysia, just call FWD Emergency Assistance at +65 6322 2072 and we’ll guide you through what to do, step by step. Our Emergency Assistance will help you handle your case, and we’ll contact you within the same business day or, if you call us on a weekend or after business hours, on the next business day. We’ll also appoint a panel investigator to guide you on what to do about your missing or stolen car.

injuries to you or any passengers

For your convenience, you can lodge your Personal Accident or Medical Expenses claim under your car policy through the following mode:

If you are our policyholder and making the claim for yourself or for your authorised driver or passenger, just login to the FWD Customer Portal.

claims against you by third parties

Immediately notify us or forward the third party letter or documents to us at contact.sg@fwd.com, and we will handle the third party claim on your behalf.

We’ll update you at every stage and let you know whenever we get a claim notification from the third party and when the settlement is finalised.

We will notify you and handle the third party car claim on your behalf.

We’ll update you at every stage and let you know whenever we get a claim notification from the third party and when the settlement is finalised.


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car claim faq’s