Car Insurance Claims FAQs
Making a claim can be a confusing process. We made it a simple as possible. Find all the information about can insurance claims, claims process and documentation here. Can't find what you need? Send us an email
How can I be sure my personal information is secure when making a claim online?
Your security matters to us. The information you provide to us via this website is securely encrypted as it travels between your computer and our computers. The secure connection is over a protocol called secure socket layer - SSL, making it extremely difficult for others to access your information. Two ways of knowing when you are using a secured section of our website is to look for the small padlock symbol on the left-hand side of the web address within your browser and secondly the address will start with "https instead of "http".
Why do insurers sometimes declare vehicles a total loss?
If the repair cost is higher than the economic repair value, we may then settle the claim as a constructive total loss. The economic value is the difference between market value and residual value (COE and PARF). You can, however, still have your vehicle repaired even when the cost is more than the economic repair value. The GIA recommends insurers pay the economic repair value plus 50% of the difference (up to $5,000) between the actual cost of repair and the economic repair value.
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.
What happens if I wrongly declare who the main driver is (the person who uses the car most frequently)?
DirectAsia is entitled to void a policy and treat it as if it never existed if you have intentionally mis-declared the main driver for your policy just to obtain a lower premium. We underwrite and price on the information we receive and honest disclosure is fundamental to the insurance contract. Pricing is based on risk, and the age and experience of the driver is a major factor in determining price. The importance of the accuracy of the main driver is very explicit in the quote process on our site, as it is a fundamental basis for calculating the premium you would pay. This is explicitly stressed, and forms the basis of the contract which the customer enters into. There are, however, cases in which the main driver (the person who uses the car most frequently) hides behind a better profile driver. This is a fraudulent behaviour called 'fronting'. It is DirectAsia's policy to pay fairly and promptly for all legitimate claims and to carefully consider all claims which suggest 'fronting' so that we can bring more competitive rates to the motoring industry.
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 happens if I'm in an accident outside of Singapore?
Make a police report in the place the accident or loss occurred and do so within 24 hours. If you're in West Malaysia or Southern Thailand and you need towing to the nearest repair workshop we can help you arrange that. You will need to pay the service provider and you can claim it back on your policy, up to the specified amount, when you return to Singapore. Call us at +65 6991 3555 (Overseas/Emergency).
Who repairs my car?
You are allowed to use a repair workshop from our list of approved workshops. Repairs done at our approved workshops come with lifetime repair guarantee.
If you have selected our optional benefit of My Workshop/ My Authorised Distributor Workshop you can use any repair workshop of your choice.
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.
Do I need to report all accidents to the police?
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.
What if someone has been injured in my car accident?
If someone is injured or there has been a fatal accident, please do not attempt to move the injured or the vehicles. Call 999 first then call us, we will send someone out immediately to help you.
What if I have a car accident?
In the event of an accident stay calm and make sure everyone is safe. Do not discuss liability. Call us at 6532 1818 if you're in Singapore or at +65 6991 3555 if you're overseas. When you phone us, our professional car insurance claims advisor will guide you. You are required by the General Insurance Association of Singapore to report an accident to your insurer within 24 hours (or the next working day) even if you are not claiming on your own insurance or even when there is no damage. If not, your No Claim Discount (NCD) will be affected. In any case, we will help you make a report of the accident when you call us. Read more about the insurance claim process for car accidents.
Do I need to pay any reporting fees?
My car 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?
No. You are required to complete a windscreen claim form.
Can I proceed to repair my car windscreen if it was shattered in Malaysia and I need the car to continue my journey?
If your windscreen is broken due to an accident, we will pay the reasonable cost of replacement or repair as long as you inform us before any repairs or replacement of your windscreen.
Will my car windscreen claims affect my NCD?
Your windscreen claim will not affect your No Claim Discount.
Will I get updated on the status of my car’s repair?
Your selected workshop will update the status of your car's repairs.
How do you obtain the market value of the vehicle?
Our appointed surveyor will be checking various media (print and online) for similar vehicles of the same/ make/ model and year to establish the prevailing market value of your car.
How much do you cover for Legal Fees for Car Insurance?
We reserve all discretion to arrange for legal representative and/or to pay all or some reasonable legal costs up to $3,000.
In the event of a car breakdown overseas, do you assist in towing service?
Yes, we do. To activate this service, please call our service hotline at +65 6991 3555 if you're overseas to render appropriate assistance.
Do I stilll need to make an accident report if I settle for private settlement?
In the event of an accident, do not discuss liability. Take down accident evidence and drivers detail. Call us at 6532 1818 if you're in Singapore or at +65 6991 3555 if you're overseas. When you phone us, our professional car insurance claims advisor will guide you. You are required by the General Insurance Association of Singapore to report an accident to your insurer within 24 hours (or the next working day) even if you are not claiming on your own insurance or even when there is no damage. If not, your No Claim Discount (NCD) will be affected. In any case, we will help you make a report of the accident when you call us. Read more about the insurance claim process for car accidents.
Does the breakdown assistance provide services such as jump start my vehicle or fix car tyres on spot?
What is an excess?
An excess, otherwise known as a deductible, is the amount of money you would have out of pocket before you get to claim from the insurer. The amount of excess payable may differ and impacts the car insurance premium.