Make a Claim

At Aviva we believe that making a claim should be as easy and stress free as buying your car policy from us.

All we ask in return is that you let us know as soon as possible if you think you may need to make a claim on your insurance policy. The sooner you let us know, the sooner we will be able to give you all the advice and support you need.

• Making a Claim on your Car Policy
  The Motor Claims Framework (MCF) introduced by the General Insurance Association (GIA) of Singapore simplifies making motor insurance claims in Singapore. For more information, you can access their website using the link below:
  http://www.gia.org.sg/industry_motor_mcf.php
   

• How to deal with a car accident
  The first thing to do in any car accident is stay calm and not get angry. Check whether others are in need of assistance and if possible, move to the side of the road or somewhere safe. Accidents happen and that’s what we are here for.
   

• Call the Police if anyone involved in the accident is injured
  You also need to exchange certain details with the other parties, even if you think the accident wasn’t your fault. The details you should give and get from others involved are:

  • Their name(s) and NRIC/FIN Number(s)
  • Their address and telephone contact number
  • Their vehicle registration number and name of their Insurance Company.

  If you are able to, take photographs of the scene using a camera or mobile phone.
   

• Call us at 6333 2222 to start the Car Insurance Claims process
  Do not admit liability, sign any promissory note agreeing to pay for damages or allow any towing service to take your car away.
  
  Once you have captured the other parties’ details, you need to call us to start the Claims process. Claiming on your Aviva Car Policy couldn't be easier. Our phone claims lines are open all day, all night, every day of the year. If you need us, all you have to do is call 6333 2222 and the person taking your call will record all the details relating to your car insurance claim and if necessary, dispatch our Mobile Accident Response Service (MARS) to the scene of the accident or incident.
  
  MARS will take you through the accident or incident circumstances and details, take any necessary photographs and complete a claims form for you. They will also submit the General Insurance Association (GIA) Accident Form electronically on your behalf. This saves you time and removes the hassle from reporting car claims and gives us the opportunity to capture any third party details, whether you are found to be at fault for the accident or not, in order to keep the claims costs as low as possible.
  
  If your car cannot be driven, we will arrange for it to be towed to the nearest appropriate Aviva Approved Repairer and arrange and pay for transport to get you and your passengers to a destination of your choice within Singapore.
  
  If your car is driveable, we will advise you of the nearest appropriate Aviva Approved Repairer and get them to contact you to arrange a convenient time for you to take your car to, or collect your car from you, for repair.
  
  The MARS service is the best possible way of reporting your claim as one call takes care of everything for you and lets us get you back on the road as soon as possible with the minimum of fuss. It also ensures that if you have purchased our ‘Loss of Use Hire Car Cover’, or are not at fault for the accident, we can arrange to have a rental car with you as quickly as possible following the accident, should you be unable to drive your car away.
  
  If your car is repairable, our Approved Repairer will update you on the progress of your repair and on what day you can expect your car to be returned to you.
  
  If your car is stolen and not recovered, or is not economical to repair, we will contact you and agree a market value for your car at the time of the accident or theft.
  
  You must report the accident to the Police and obtain a copy of their report which we need you to send to us if:

  • Any of the parties involved in the car accident were injured.
  • The accident involved any Government vehicles or property.
  • The accident involved any foreign vehicles.
  • The accident involved any pedestrians or cyclists.
  • The accident was a hit and run incident.

  The Singapore Police Force website has the locations of all Police Stations and how you can lodge a report. Their website can be accessed via the link below:
  http://www.spf.gov.sg/contactus/contactus_index.htm
   

• Other mandatories
  In all cases, you MUST report accidents to us within 24 hours of the occurrence regardless of whether you intend to claim on your own policy or not, or whether you car is damaged or not.
  
  Should you fail to do so, your No Claims Discount may be affected and your claim may be prejudiced.
  
  If you have an accident in West Malaysia or up to 80 kilometres inside Thailand from the West Malaysia Border all you have to do is call 65 6333 2222 and the person taking your call will record all the details relating to your car insurance claim and will provide you with all of the help and advise you will need. Our phone claims lines are open all day, all night, every day of the year. Please note that any car accidents that occur in Malaysia, regardless of the circumstances, must be reported to the Malaysian Police.
  
  If you receive any communication from a third party insurer, a traffic summons or a Writ of Summons in connection with your car accident, you must notify us immediately. Any delay on your part may prejudice your claim.
   

• Benefits of Aviva’s Car Claims Service
  • Use of an Aviva Approved Repairer using only original manufacturer's specification replacement parts. We give you peace of mind.
  • No deductible or excess to pay if we confirm the accident is not your fault.
  • We don't make you pay for other people's negligence; we will pursue the responsible party for the recovery of all of our costs.
  • No form filling for you, we take care of it. We just make it easy.
  • Car repairs carried out at our Approved Repairers come with a free 12 month warranty.
   

• Windscreen Claims
  Please notify us immediately after you discover damage to any windscreen or glass on your car. Our phone claims lines are open all day, all night, every day of the year. All you have to do is call 6333 2222 and the person taking your call will direct you to the Aviva Approved Windscreen Repairer and advise you of the next steps.
  
  If your car cannot be driven, we will arrange for it to be towed to the Aviva Approved Windscreen Repairer, and arrange and pay for transport to get you and your passengers to your chosen destination in Singapore.
  
  If there is evidence of a criminal or malicious act against your car, you must report it to the Police.
  
  If you have already had your car repaired and need to make a claim for your windscreen or glass covered by your Car Policy, please login to your policy, fill in our windscreen glass online claims form, print it and send it to us with the following documentation:

  • The original invoice and receipt from the repairer you used.
  • A copy of the Police report if applicable.
  • Colour photographs of the damage.

  Please note:
  
  If you choose to use our Approved Repairer, your excess for replacing the windscreen or any other glass on your car will be S$100 regardless of the cost on the final invoice.
  
  If you choose not to use our Approved Repairer the maximum we will pay towards the final invoice cost is S$600 minus your excess of S$100.
  
  If you have the glass repaired rather than replaced we will not charge an excess if you choose our Approved Repairer. We will, however, charge an excess of $25 if you choose to get the repair done at a Non-Approved Repairer.
  
  The Aviva Approved Windscreen and Glass Repairer is:
  
  

  Glass-Fix Tel: 6278 0887
  52 Ubi Avenue 3
  #04-42 Frontier E Park @ Ubi
  Singapore 408867

  Making a Glass Claim on you Aviva Car Policy will not affect your no claims discount.  
   

• Frequently Asked Questions
  If you have any questions that haven’t been answered on these web pages you may wish to read our FAQs. You can access them by clicking here.
   

• Aviva Approved Repairers
  Please note the prevailing GST is applicable at some of these repairers.
  
  

  For all Windscreen and Glass Repairs
  Glass-Fix	52 Ubi Avenue 3 #04-42 Frontier E Park @ Ubi Singapore 408867 Tel: 6278 0887
  For all Total Loss cases
  Hua Hong Pte Ltd	25D Sungei Kadut Street 1 Singapore 729332 Tel: 6760 0539
  NORTH REGION
  Tan Chong Motor Sales Pte Ltd (Nissan Authorised Workshop)	913 Bukit Timah Road Singapore 589623 Tel: 6469 4091
  Hua Hong Pte Ltd	25D Sungei Kadut Street 1 Singapore 729332 Tel: 6760 0539
  SOUTH & CENTRAL REGION
  Ah Lim Motor Company	No. 10 Ang Mo Kio Industrial Park 2A #01-09 AMK Autopoint Singapore 568047 Tel: 6483 1244
  ComfortDelgro Engineering Pte. Ltd. (all branches)*	205 Braddell Road Singapore 579701 Tel: 6383 7118
  Motor Image Enterprises Pte. Ltd (Subaru Authorised Workshop)	19 Lorong 8 Toa Payoh Singapore 319255 Tel: 6417 0338
  Mova Automotive Pte Ltd. (all branches)*	Block 1008 Bukit Merah Lane 3 #01-04/06/08/94 Singapore 159722 Tel: 6272 3892
  EAST REGION
  Autolution Industrial Pte. Ltd. (Nissan Authorised Workshop)	19 Ubi Road 4 Singapore 408623 Tel: 6490 9666
  Kah Motor Co. Sdn. Bhd. (Honda Authorised Workshop)	15 Ubi Road 4 Singapore 408610 Tel: 6841 3838
  Safety Ways Technologies Pte Ltd	Level 6 Nissan At Ubi 19 Ubi Road 4 Singapore 408623 Tel: 6747 7897
  SME Motor Pte Ltd	1 Kaki Bukit Ave 6 #02-15 Autobay @ Kaki Bukit Singapore 417883 Tel: 6747 6106
  WEST REGION
  Sng Ah Tee Motor & Panel Service Pte Ltd	No. 3 Pioneer Road North #01-18 Singapore 628457 Tel: 6268 6183
  TC Auto Clinic Pte. Ltd (Nissan Authorised Workshop)	No. 1 Sixth Lok Yang Road Singapore 628099 Tel: 6262 2212
  ETHOZ Automotive Solutions Ltd (all branches)*	30 Bukit Batok Crescent Singapore 658075 Tel: 6654 7777
  Diplomat Parts Pte. Ltd. - a subsidiary of Cycle & Carriage (Mitsubishi / KIA / Citroen Authorised Workshop)	209 Pandan Gardens Singapore 609339 Tel: 6568 4501
  Munich Automobile Pte. Ltd. (BMW Authorised Workshop)	30 Teban Gardens Crescent Singapore 608927 Tel: 6896 3933
  Excel Car Service Centre Pte Ltd.	No. 1 Sixth Lok Yang Road Singapore 628099 Tel: 6591 8595
  Wah Hong Motors & Credit Pte Ltd	21 Toh Guan East #01-06 Toh Guan Centre Singapore 608609 Tel: 6515 5988

  * please call for more details

• Free Car Breakdown Cover in Singapore
  Your Car Policy with Aviva entitles you to free breakdown assistance in the Republic of Singapore. Our breakdown lines are open all day, all night, every day of the year. If you need us all you have to do is call 6333 2222. We will dispatch a breakdown vehicle who will attempt to repair your vehicle at the roadside. If that isn’t possible we will tow your car to the service centre of your choice within the Republic of Singapore.
   

• Claim Form
  If you have a windscreen or glass claim and have already had your car repaired, please fill in our windscreen glass online claims form.

• Private Settlement
  If you intend to enter into a private settlement with the other party, please download the private settlement form and have it completed by the other party also.

• Third Party Pre-repair Inspection
  Please advise your workshop to send their repair estimate to our claims representative Crawford & Company at the following:
  Crawford & Company International Pte Ltd
  Fax : 6224 8869
  Email: jennifer.lim@crawford.com.sg
  
  They will arrange for a surveyor to go to your chosen workshop to assess the damage within 2 working days from the time of notification.

• Disclaimer
  Please note the information contained in this website is not a complete explanation and/or representation of your policy terms and conditions. You are advised to read through your policy document and acquaint yourself with the terms and conditions contained with it.
  
  With Aviva, you have the confidence to know that there's no "small print". Click here to find out out more about general exceptions.