Motor Insurance Claims

You should make a report for recording purposes. If no claim is submitted against you, your report will not affect your No Claim Discount or premium.

If the car cannot be driven and requires towing assistance in Malaysia, you can call the 24-hour hotline number at +603 2712 3187 for assistance. Our appointed assistance company will advise you accordingly. Otherwise you may contact Orangeforce at 6789 5000 for advices. The towing benefit is capped to an amount shown in the policy contract. Once the vehicle reaches Singapore, it will be towed to the nearest reporting centre for you to file an accident report.

The accident report will provide us with the necessary information to handle all claims made against you for the accident. Otherwise, you may have to handle and settle any claims on your own.

You may wish to opt for private settlement in situations where there is no or minor damages (e.g. repair cost estimated to be less than a few hundred dollars) to your vehicle.

You will need to ensure that the private settlement form is duly filled up and signed by both parties. If cash payment is involved for the settlement, the recipient has to acknowledge receipt of the amount.

You will then need to submit this form to your insurer.

Download private settlement form

A private settlement is a resolution of the accident amount the motorists without involving the insurers. The settlement could be one party paying the other or both parties agreeing not to claim from each other.

You can maintain a clean claim record by opting for a private settlement with the other party when you have a minor accident. This would mean that you can continue to enjoy your current NCD and standard premium on your policy renewal.

You have the following options:

• Claim from the party who is liable for the accident directly
• Claim under your policy provided you have purchased a Comprehensive coverage

The other party may make the report in his favour. As a result, you may not receive the full compensation for your claim. For such cases, you will need to pay for the difference.

However, if you claim under your policy, you will get to enjoy the following benefits:

• Immediate commencement of repair and you only need to pay the Excess*
• Enjoy 12 months of warranty on the repair by NTUC Income Quality workshop

* Excess is the amount the policyholder is required to contribute before they can make a claim.

You will not be able to receive any claim payout under your policy if the Excess* is higher than the repair cost.

* Excess is the amount the policyholder is required to contribute before they can make a claim.

You will not be able to receive any claim payout under your policy if the Excess¹ is higher than the repair cost.

Excess¹ is the amount the policyholder is required to contribute before they can make a claim.

Your NCD will not be affected if we can recover the claim amount from the other party. However, if the claim recovery is not successful, your NCD will be affected.

Your NCD will be reduced to 0%.

Your NCD is affected by the following:

• When you make a claim and we are unable to recover the claim cost from any party
• When a third party makes a claim against you

When the accident is likely to be conflicted, we strongly encourage you to claim under your own policy. Once the claim is settled, we will recover the claim on your behalf from the party liable for the accident.

If you proceed to attempt the Third Party claim first, you will breach our policy conditions and affect our position. Hence, we are unable to allow you to revert to claim under your policy.

The Court has the rights to award compensation for loss of use of the vehicle to the claimant for any delay in conducting the pre-repair inspection of the vehicle.

You need to prove that the other party is liable for the accident before you can file a claim against him / her.

The Protocol requires the claimant to give the paying insurer an opportunity to inspect the vehicle before any repair is carried out. The insurer is to conduct the inspection within two days (excluding Saturdays, Sundays and Public Holidays), upon receiving the notification.

More information on NIMA Protocol

The Court has the rights to impose costs sanctions against the party in breach of the Protocol.

When the liability of the accident is not clearly determined, some workshops may not want to take the risk of financing the cost of repair.

Some workshops may want you to settle the repair bill upon collection of your vehicle immediately after repair. Others may agree to finance it at the beginning and later want you to pay up when they encounter problems recovering the claim from the other insurer.

We will look at all the evidence available for us before we make a decision. If we are convinced you are not at fault, we will contest the claim.

We will inform you at two stages:

• Immediately on receipt of the notification of claim from the third party
• Upon reaching a decision to settle the Third Party claim

You will need to submit to us immediately. You can either email us at motor@income.com.sg or submit to us at any Income branch.

We are only able to help you if you are able to produce convincing evidence for us.

Your role is to provide information regarding the accident scenario and verify the extent of damage to the other vehicle(s). We will decide on the payout of the claim.

Yes, you can go to other workshops provided you are insured under Drivo Premium Plan.

However, we strongly encourage you to go to our specialist windscreen workshops as they keep stock of windscreens for most models of vehicles. You will be able to have a faster windscreen replacement.

There is no need for you to make a report at the Accident Reporting Centre for windscreen damage. However, you are required to complete a windscreen claim form at our workshops.

Download windscreen claim form

No, your No Claim Discount will not be affected.

We will pay the full payout amount to your finance company and they will settle with you the difference, if any.

After we settle the Theft claim, the vehicle belongs to Income. We have the right to decide on the appropriate action.

The police will need three months to complete their investigation. We will only pay out the claim after the investigation is completed.

We will pay the full payout amount to your finance company and they will settle with you the difference, if any.

We will offer you the Economical Repair Value of the vehicle and you can arrange for it to be repaired at your preferred workshop. In certain circumstances, you may need to top up the difference in the repair cost if it exceeds the Economical Repair Value amount. We will pay you only after the repair is completed and you will be responsible for any post repair issues.

If the repair cost exceeds the Economical Repair Value, we will settle the claim on “Total Loss” basis. The Economical Repair Value is the market value less Preferential Additional Registration Fee (PARF) & Certificate of Entitlement (COE) rebate.