Guide To
Claims Process

If you have an accident, try to stay calm and check if anyone is injured. Do not admit or discuss liability. If someone is injured, please do not attempt to move the injured or the vehicles, unless absolutely necessary. Call 995 or 999 for ambulance and police assistance.

Exchange particulars with all parties involved and including Vehicle numbers, Name, NRIC/FIN number, Telephone number, Address and Insurer.

Take photographs of all the vehicles involved in the accident and a view of the accident scene. These are to be included in the accident report to be filed later. Obtain the particulars of any witness to the accident.

Towing services

Call our 24-hour Emergency Hotline at 6922 6009 or call any of the nearest HL Assurance Approved Workshop. Avoid all unauthorised tow-truck operators or repair workshops and be sure to verify the service provider before you hand over your vehicle.

Our exclusive Windscreen Repairer can provide mobile service to repair or replace your windscreen or windows including glass roof.

Reporting an accident

Under the Motor Claims Framework endorsed by the General Insurance Association of Singapore, you are required file an accident report to one of the Approved Reporting Centres / Authorised Workshops 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 to your vehicle. If not, your No Claim Discount (NCD) will be affected.

Reporting to the police

If an accident involves injury, hit-and-run situation, damage to a government vehicle or property, foreign vehicle, pedestrian or cyclist, a police report must be lodged.

Accidents outside of Singapore

Lodge a police report at the place of which the accident or loss occurred immediately. Once you have returned to Singapore, report this incident to us with a copy of the police report. If you need towing, please call our 24-hour Emergency Hotline at 6922 6009. We will bear the reasonable cost of towing charges up to S$500.

Claims received from Third Party

Immediately forward to us all forms of written communication from third parties regarding the accident.

• Accident report
• Completed claim form (for windscreen claims only)
• Police report (where applicable)
• Particulars of witness, if any
• Medical/Specialist reports (for injury claims)
• Bills/Invoices of incurred expenses, e.g. towing fees, medical fees etc.
• Any other documents supporting your claim

We will contact you for any additional documents that may be required.

Please submit the claim form, together with the required documents to substantiate your claim, by post to HL Assurance office at 11 Keppel Road #11-01 ABI Plaza Singapore 089057.

Windscreen Claim Form (PDF)

We will contact you for any additional documents that may be required.

Please submit the claim form, together with the required original documents to substantiate your claim, by post to HL Assurance office at 11 Keppel Road #11-01 ABI Plaza Singapore 089057.

Kindly note that we can only assessed the claims in full details upon receipt of the original documents. We will contact you for any additional documents should it be required.

For any claims enquiry, please email us at claims@hlas.com.sg.

If you have a car accident or require any Emergency Car Assistance Service, please contact our 24-hour Emergency Hotline at +65 6702 0202.

If you have a travel claim, please submit it within 30 days after the occurrence of any event which may give rise to a claim.
Click here to submit your claims online. Your claim is important and we will get back to you within 48 hours of submission.

We will keep you updated on your claim via email or you can log in here to check on your claim status.

Required for all Travel Insurance Claims:

• Original duly completed and signed Claim Form
• Copy of Flight / Travel itinerary
• Copy boarding pass / air tickets / passport

1. Personal Accident, Medical, Dental and Other Expenses

• Medical Report / Discharge Summary / Doctor Memo
• Original Medical receipts
• Death Certificate, autopsy report, coroner’s findings (for death claim)
• Documentary proof of relationship between deceased and claimant (for death claim)
• Motor accident report / police report (for injury / death resulting from a traffic accident)

2. Baggage & Personal Effects

• Copy of police report lodged at place of loss within 24 hours (Due to Theft, Burglary or
  Robbery)
• Baggage loss or damage report / Property irregularity Report from the carrier / airline
• Baggage tag(s) issued from the carrier / airline during check-in
• Written confirmation of carrier / airline’s settlement / rejection of claim for damage /
  loss of property
• Photographs showing the overview and damaged portion of damaged items
• Receipts / warranty cards of lost or damaged items

3. Money & Documents

• Copy of police report lodged at place of loss within 24 hours
• Receipts for replacement of passport / visa
• Additional traveling and / or accommodation receipts necessarily incurred for replacement of
  the lost document

4. Baggage Delay

• Baggage delay report
• Baggage tag(s) issued from the carrier / airline during check-in
• Acknowledgement receipt or written confirmation from the carrier / airline indicating
  collection date and time of the delay baggage

5. Trip Cancellation / Curtailment

• Medical Report / Discharge Summary / Doctor Memo (Written advice from a Registered Medical
  Practitioner certifying that you are unfit to travel / continue with the trip)
• Death Certificate
• Proof of relationship (if due to sickness, injury or death of related person)
• Original receipts(s) of the deposit and / or charges tour fare / transport / accommodation
  paid in advance by You
• Written confirmation from the airline / hotel / travel agency / other service providers
  indicating the non-refundable amount incurred by You due to the unavoidable cancellation of
  trip cancellation / curtailment
• Original invoice / receipt for charges incurred in amending or purchasing additional air
  ticket / accommodation (for trip curtailment)

6. Travel Delay or Travel Misconnection or Overbooked Flight or Flight Diversion

• Written confirmation from carrier / airline on reason and duration of travel delay,
  overbooked flight, misconnection, and / or diversion

7. Loss of Home Contents due to Burglary

• Copy of police report lodged within 24 hours upon discovery
• Original receipts of lost / damaged items
• Original photographs showing means of entry into your home permises

8. Personal Liability

• Do not admit any liability or make any offer, promise or payment without our prior consent
• Forward all correspondence / documents from third parties concerning the accident to us
  immediately
• Copy of police report lodged (if applicable)

We will contact you for any additional documents that may be required.

If you require any Home Concierge or Emergency Assistance Service, please contact our 24-hour Emergency Hotline at +65 6922 6009.

• At the occurrence of the incident, contact us at 6922 6003.
• Make a police report if the loss or damage is due to theft, fire, accidental loss, malicious damage or vandalism.
• Take necessary steps to minimize further loss or damage.
• Take photographs of the damaged items and retain the items for our inspection.
• Assist and cooperate with the loss adjuster who may be sent to assess the situation.
• Complete the claim form and submit it with the necessary supporting documents to us

• Original duly completed and signed claim form
• Photographs of damaged property and/or CCTV footage showing circumstances of incident
• Original receipts of damaged / lost property
• Assessment Report from repairer on the cause and extend of damage
• At least two (2) Repair / replacement quotations of the damaged / lost property
• Police Report / Incident Report (if applicable)

Home Contents Claim Form (PDF)

We will contact you for any additional documents that may be required.

Please submit the claim form, together with the required original documents to substantiate your claim, by post to HL Assurance office at 11 Keppel Road #11-01 ABI Plaza Singapore 089057.

Kindly note that we can only assessed the claims in full details upon receipt of the original documents. We will contact you for any additional documents should it be required.

For any claims enquiry, please email us at claims@hlas.com.sg.

If you require any Home Concierge or Emergency Assistance Service, please contact our 24-hour Emergency Hotline at +65 6922 6009.

• At the occurrence of the incident, contact us at 6922 6003.
• Make a police report if the loss or damage is due to theft, burglary or malicious act.
• Take necessary steps to minimize further loss or damage.
• Take photographs of the damaged items and retain the items for our inspection.
• Assist and cooperate with the loss adjuster who may be sent to assess the situation.
• Complete the claim form and submit it with the necessary supporting documents to us

• Original duly completed and signed claim form
• Photographs of damaged property and/or CCTV footage showing circumstances of incident
• Assessment Report from repairer on the cause and extend of damage
• At least two (2) Repair / replacement quotations of the damaged / lost property

Property / Fire Claim Form (PDF)

We will contact you for any additional documents that may be required.

Please submit the claim form, together with the required original documents to substantiate your claim, by post to HL Assurance office at 11 Keppel Road #11-01 ABI Plaza Singapore 089057.

Kindly note that we can only assessed the claims in full details upon receipt of the original documents. We will contact you for any additional documents should it be required.

For any claims enquiry, please email us at claims@hlas.com.sg.