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Frequently Asked Questions (FAQs) for Personal Insurance Claims

Get answers to some of the most common questions pertaining to personal insurance claims. 
Claims Submission
Claims Submission

For Motor Accident/Damage, Windscreen Damage and Theft Claim, you may submit via Chubb Motor Online Claims Portal unless your Motor Accident Damage and Windscreen Damage has been notified to us by the workshop your car is being repaired at. 

For Personal Travel, Accident & Medical Claims, you are required to submit a claim via MyAccount.  

For other claims types such as Corporate Accident & Health / Travel Insurance Claims, Property & Casualty Claims, Workman Compensation Claims, Gadget Claims, and  Fire Claims, you will need to fill out a Claims Form and submit it along with all relevant documents pertaining to the nature of your claims and coverage. 

You should check your policy to see if it mentions a specific time frame for notifying us about a claim. Some policies have set deadlines, so it’s important to read your policy’s terms and conditions carefully. 

For Accident & Health, and Travel Claims: It typically takes up to 7 working days for claims to be processed, upon receipt of the acknowledgement of claim. This is provided no further details or supporting documents are required.

For Motor Claims: The processing time depends on how extensive the damage is. If the damage is not extensive, it typically takes 3 working days. If the damage is extensive, it may take up to 5 working days after we receive the repair estimate, provided all supporting documents are complete and no further investigation is needed.

Accident & Health Claims
Accident & Health Claims

For medical expenses reimbursement, you can first submit digital copies of your bills and receipts when you notify us about your claim. We will only ask for the original documents later if needed during the assessment.

For hospital income claims, you just need to provide digital copies of your hospital bills which shows your admission and discharge dates. 

You may also be required to provide a copy of your medical report or inpatient discharge summary to us. Please reach out to your attending medical service provider to obtain such documents.  

If your employer or you are covered by another insurance company/ policy that has already paid the full cost of your medical bills, you cannot claim reimbursement from Chubb. However, if they only partially cover of your expenses, you can claim the remaining from Chubb (i.e  for the amount you paid out of your own pocket), subject to the policy limits, terms, and conditions. 

No, Chubb does not provide a payment guarantee to hospitals. 

When you are discharged, you must pay for your hospital bills and later submit the digital copies of your receipts and bills when you notify us of your claim. If needed, we may ask for the original documents during the claim assessment. 

The Accidental Death benefit is paid to the nominee nominated by the policy owner. If no nominee is named, the payment goes to the adminstrator or executor of the deceased’s estate. 

No, Chubb does not cover the cost of obtaining the medical report or inpatient discharge summary. It is the responsibility of the person making the claim to obtain, at thier own expense, all documents necessary to support the claim. 

You can submit a claim if your policy provides such benefit and the accident or sickness (where applicable) covered under the policy leading to the hospitalisation, subject to your policy’s term and condition.

Chubb only recognises traditional treatments if they are provided by practitioners who are approved and licensed by the Health Ministry.

Travel Claims
Travel Claims

Yes, you must attach the supporting documents when you make a travel claim as they serve as proof or evidence of loss which we require to verify and assess your claim. 

To ensure that you include the correct documents, please refer to the checklist.

Yes, you may claim your oversea medical expenses under travel insurance, subject to your policy terms and conditions.

Motor Claims
Motor Claims

If you are involved in a motor accident and need to make a claim, it’s important to stay calm and take the necessary steps. Chubb provides a helpful infographic that guides you through the process:

  1. Stay calm
  2. Gather evidence at the scene, such as photos and details of the incident
  3. Call Chubb Motor Assist for help
  4. Lodge a police report
  5. Notify Chubb within 7 days of the incident
  6. Your are encourage to send your vehicle to a Chubb panel workshop for accident repair

For a detailed step-by-step guide, please refer to this infographic - Motor Insurance Claim Guide.

You are encouraged to send your car to a Chubb panel workshop, your vehicle’s franchise workshop. However, if you wish to send you car to any other repairer, please write to us for our consideration and approval. 

You may view our list of panel workshops for accident repairs here. 

Yes, you may view our list of panel workshops for accident repairs here and windscreen repairs here.

You are required to notify Chubb in writing with full details of your claim as soon as possible or within 7 days from the incident, according to condition 2(a) of the standard motor policy.

If your car is stolen or declared to be total loss, Chubb will pay you either the market value of your car at the time of the loss or the sum insured, whichever is lower where your policy is insured on a Market Value basis. However, if the policy is endorsed to be insured on an Agreed Value basis, we will pay the agreed sum insured stated in the policy. 

Claims Payout
Claims Payout

For online claims submission, you need to fill up your banking details stated in the form during the submission. 

You will receive your claims payout via e-Payment, and the amount should be reflected in your bank account in 3 to 5 working days after your claims is approved.

Please provide a copy of your official identification documents (such as NRIC or passport) and proof of your bank account, like a bank statement, a page showing your name and account number, details printed from your bank’s website, or written confirmation from your bank on your account details. 

You can use any active savings or current account in your name as long as the account is with a bank that offers MEPS Inter-Bank GIRO (IBG) service.

Yes, you will receive an email notification from our bank when the payment is made, so it’s important that you provide a valid email address during your claim submission.

Your bank account details will only be processed to make payments to you and are protected in accordance with Chubb’s Personal Data Protection Notice.

If payment cannot be made due to incorrect or inactive account details, you will be contacted via email to verify your information. This may delay your payment, so it’s important your details provided in the claim submission are accurate.

In the unfortunate event of death, all monies due to a policyholder will go to the administrators of his or her estate or to the nominees named in the policy.

If you are bankrupt, please reach out to Insolvency Office for further advice on the next required steps. 

 

 

Please refer to the applicable product policy wording for the full insuring clauses, definitions, schedule, extensions, terms, conditions, exclusions and limits of liability of the policy.

Published 10/2023.