Make a Claim
What to do in a car accident
Tips on what to do when involved in a car accident.
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.
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.
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.