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Car Insurance
Make a Claim
At Aviva we believe that making a claim should be as easy and stress free as buying your 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.
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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
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The first thing to do in any 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.
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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.
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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 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.
http://www.spf.gov.sg/contactus/contactus_index.htm
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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.
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- 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 the accident is proven to be not your fault. We don’t make you pay for other people’s negligence; we 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.
- We pursue the third party on your behalf. We don’t leave it to the repairer to make the claim for you, you are our customer. We take care of you.
- Repairs carried out at our Approved Repairers come with a free 12 month warranty.
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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.
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
Making a Glass Claim on you Aviva Car Policy will not affect your no claims discount.
52 Ubi Avenue 3
#04-42 Frontier E Park @ Ubi
Singapore 408867
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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.
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For All Accident Repairs
North Region
Tan Chong Motor Sales Pte. Ltd. Tel: 6469 4091
(Nissan Authorised Workshop)
913 Bukit Timah Road
Singapore 589623ComfortDelgro Engineering Pte. Ltd. Tel: 6369 7369
7 Sungei Kadut Way
Singapore 728791ComfortDelgro Engineering Pte. Ltd. Tel: 6383 7118
205 Braddell Road
Singapore 579701East Region
Autolution Industrial Pte. Ltd. Tel: 6490 9666
(Nissan Authorised Workshop)
19 Ubi Road 4
Singapore 408623Orix Fleet Management Pte. Ltd. Tel: 6594 9090
22 Tampines Street 92
Singapore 528876ComfortDelgro Engineering Pte. Ltd. Tel: 6746 0666
320 Ubi Road 3
Singapore 408646ComfortDelgro Engineering Pte. Ltd. Tel: 6214 8373
59 Loyang Drive
Singapore 508969Star Automotive Tel: 6846 3862
5 Ubi Close
Singapore 408605South & Central Region
Motor Image Enterprises Pte. Ltd. Tel: 6417 0338
(Subaru Authorised Workshop)
19 Lorong 8 Toa Payoh
Singapore 319255Mova Automotive Pte Ltd. Tel: 6272 3892
Block 1008 Bukit Merah Lane 3
#01-04/06/08/94
Singapore 159722Star Automotive Tel: 6470 8766
5 Portsdown Road
Singapore 139296West Region
TC Auto Clinic Pte. Ltd. Tel: 6262 2212
(Nissan Authorised Workshop)
No. 1 Sixth Lok Yang Road
Singapore 628099Orix Fleet Management Pte. Ltd. Tel: 6319 8011
30 Bukit Batok Crescent
Singapore 658075Orix Fleet Management Pte. Ltd. Tel: 6862 7117
50 Gul Crescent
Singapore 629543ComfortDelgro Engineering Pte. Ltd. Tel: 6338 8778
45 Pandan Road
Singapore 609286Star Automotive Tel: 6660 3540
249 Jalan Boon Lay
Singapore 619523For All Windscreen and Glass Repairs
Glass-Fix Tel: 6278 0887
52 Ubi Avenue 3
#04-42 Frontier E Park @ Ubi
Singapore 408867
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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.
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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.