IC21: How to make a Claim

1. Claim Settlement Policy

We believe in "Prompt and Fair Settlement of Claims".

Customers buy insurance to protect against the occurrence of a loss. If a loss has occurred, it is our duty to pay the claim promptly and with the least hassle for the customer.

We only need to ensure that the loss is genuine, and to protect the fund against fraudalent claims. We do not wish to inconvenience any customer who have suffered a genuine loss.

We aim to settle claims within 4 or 14 days, depending on the nature of the claim. Payment will be made immediately on settlement.

2. Registration of Claim

You can register your claim by calling our contact center (accessible 24 hours daily) or visit our claim service center.

We will record the required particulars of the claim. The particulars will be sent to you by e-mail or other means. Please note the claim number and quote it for future communication.

3. Claim Assessor

A claim assessor will be assigned to settle your claim. The assessor will communicate with you on the claim through SMS, mobilephone or e-mail.

It is the duty of the assessor to settle the claim prompty, fairly and with the least hassle.  You can call the claim assessor at any time regarding your claim.

4. FAQ

The claim assessor will send to you a FAQ to explain how your claim will be settled. Please read it. 

The FAQ is given to each claimant and is also posted in our website. Most claimants find the FAQ to be clear and like our fair and transparent approach.

5. Claim Review

If you are not happy with the decision of the claim assessor, you can ask for your claim to be reviewed.

Our service quality officer will help you to present your views and the assessor's views for the review manager or panel. This ensures that your views are adequately considered.