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, 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 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 to 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. Otherwise, your No Claim Discount (NCD) will be affected.

Reporting to the police

If an accident involves injury, a 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 us all forms of written communication from third parties regarding the accident.

Documents needed to make a claim

• 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.

• 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 assess the claims in full detail upon receipt of the original documents. We will contact you for any additional documents should they 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 insurance claim, please submit it within 30 days after the occurrence of any event which may give rise to a claim. You may submit your claims online. Upon submission of your claim, you will receive an automated email reply, and we will contact you within 14 days.

Staying updated on your travel insurance claim status is hassle-free. We will keep you informed via email, or you can log in here to check on your claim status. Experience the convenience of managing your claims with one of the best travel insurance companies.

Required for all Travel Insurance Claims:

• Original duly completed and signed Claim Form
• Copy of Flight / Travel itinerary
• Copy of 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 travelling and / or accommodation receipts necessarily incurred for the 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 delayed 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 for your travel insurance claim.

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 minimise 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 assess the claims in full detail upon receipt of the original documents. We will contact you for any additional documents should they 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 minimise 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.

• 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 assess the claims in full detail upon receipt of the original documents. We will contact you for any additional documents should they be required.

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

Q: Is there a timeframe for filing an insurance claim with HL Assurance?

A: Yes, there are timeframes for filing claims, which vary depending on the policy and type of claim. For travel insurance, you will need to submit the claim within thirty (30) days of the accident. For other types of insurance claims like Fire Insurance, it is advisable that you file as soon as possible, within 14 days after the incident. The specific timelines can be found in the policy documents.

Q: How long does it typically take for an insurance claim to be processed and settled?

A: The processing time for insurance claims can vary depending on the complexity and type of claim. However, our dedicated team will ensure that each claim is processed as quickly as possible, often within a few weeks of receiving all the necessary documentation.

• Claims Procedure and Documentation
• Please submit your claim to us with the Claim form and supporting documents within 14 days from the occurrence of any cyber event that may give rise to a claim under your Policy.
• Common documents required for all Cyber Insurance Claims:
  • Claim Form
  • Copy for police report

1. Online Shopping Fraud
   • Proof of purchase of the product (e.g. invoice or receipt issued by the online merchant).
   • Copy(ies) of the order confirmation and/or subsequent communication received showing the: (i) the date the order was placed, (ii) the estimated date of delivery, and (iii) a tracking number to track the shipment of the product.
   • Proof of communication with the online merchant enquiring about undelivered product (if any).
   • Proof of communication with your bank or digital wallet service provider requesting for a reversal or cancellation of the charge to your credit/debit card or digital wallet.
   • Proof of communication with the online marketplace provider (e.g. customer help desk) requesting for a refund of the product purchased (if applicable).
2. Fund Transfer Fraud
   • Copy of the bank statement/ account summary/ statement of accounts evidencing the, (i) transfer of funds or property from your bank account/digital wallet, or i) unauthorized charge to your credit/debit card or digital wallet.
   • Copy of the communication received from a third party requesting for your confidential banking information and/or transfer of funds or property, and all subsequent correspondence (if any).
   • Proof of communication with your bank or digital wallet service provider (if applicable) requesting for a reversal or cancellation of the transfer of funds or property, or charge to your credit/debit card or digital wallet.
   • We will contact you for any additional documents that may be required.

Fraud Protect360 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 assess the claims in full detail upon receipt of the original documents. We will contact you for any additional documents should they be required.

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

Q: How many times can I claim?

A: You may claim up to maximum benefit limits. You may view the full benefit table for Fraud Protect360 here.

Q: How long does it take for a cyber insurance claim to be processed and settled?

A: The processing time for insurance claims varies depending on the complexity and type of claim. However, our dedicated team will ensure that each claim is processed as quickly as possible, an acknowledgement will be sent within 14 days of receiving the claim enquiry.

• For Home Contents
  • 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 minimise 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.

  For Travel Insurance
  If you have a travel insurance claim, please submit it within 30 days after the occurrence of any event which may give rise to a claim. You may submit your claims online. Upon submission of your claim, you will receive an automated email reply, and we will contact you within 14 days.

  For Personal Accident and/or Hospital Income

  Please complete the claim form and submit the necessary supporting documents to us.

For Home Contents

• 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)

For Travel Insurance

Required for all Travel Insurance Claims:

• Original duly completed and signed Claim Form
• Copy of Flight / Travel itinerary
• Copy of 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 travelling and / or accommodation receipts necessarily incurred for the 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 delayed 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 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 premises

8. 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 for your travel insurance claim.

Choice Protect360 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 assess the claims in full detail upon receipt of the original documents. We will contact you for any additional documents should they 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.