Car Insurance FAQ

Most popular questions

What is eCall assistance service?

Our eCall assistance is a complimentary service for Motor Prestige customers with the purpose to bring rapid assistance to you in the event of an accident. In case of a crash, an eCall-equipped car automatically notifies our claims helpline who will then contact you or go to the accident scene to assist you. In addition, it will also inform your emergency contact which you have already set up with our eCall mobile application, if any. 

To achieve this, we will provide you with an eCall device and a companion app for you to connect to your car via Bluetooth using your mobile phone. You should also have internet connection on your mobile phone. The same service is also extended to your authorized driver, if any.

This feature applies for Motor Prestige only unless stated otherwise in your policy schedule.

How do I qualify for Aviva car insurance?

To qualify for car insurance from Aviva, you must meet the following criteria:

  • Be 21 to 70 years old
  • Be residing in Singapore
  • Be the registered car owner of the car to be insured
  • Be medically fit to drive and satisfy all driving regulations
  • At least 1 year of driving experienceHave not been previously refused insurance for any reason
  • Have made no more than 2 claims in the past 3 year
  • Have no more than 12 demerit points or Driver Improvement Points System (DIPS) recorded on your driving licence
  • Your car has no modification or any modifications your car has are compliant with and approved by Land Transport Authority of Singapore ("LTA"). This applies to new and renewed policies taken out on and after 16 Dec 2014.
  • The car to be insured must not be more than 15 years old.

Can I get an instant quote from Aviva?

Yes. You can obtain an instant quote from our website. You can also save your quote which we will provide you with a 45-day price guarantee. Click here to get an instant quote. 

What does your car insurance cover?

You can view a summary of cover and policy document on our website under "Car Insurance".

For new and renewed policies taken out on and after 28th Apr 2018: 

Summary of Cover

Policy Document - Annual

Policy Document - Dual Year

What is Dual-Year Plan policy?

Traditionally, most motor policies sold in the market carry a 1 year period of insurance. And upon renewal, the premiums might fluctuate based on market conditions, claims experience etc.

Our Dual-Year Plan policy allows the customers to lock in the current rates by purchasing the policy with a 2 years period of insurance and enjoy savings with this arrangement.

What are the options available to me to pay my premium?

You can pay your premium online using Credit Card (VISA/MASTERCARD), eNETS and Visa Checkout.

eNETS (direct debit) is an online payment facility which allows Internet Banking users to make payment using their bank accounts. It is available to DBS Bank/POSB, OCBC Bank, UOB, Citibank and Standard Chartered Internet Banking users.

Visa Checkout by Visa is a free digital wallet service that allows you pay with the card stored in this wallet with any payment card, anywhere using any connected device.

Can I pay by monthly instalments?

Yes, you can opt for the Instalment Payment Plan (IPP) through your UOB, DBS or POSB Visa/ MasterCard credit card (debit cards not accepted).

How do I access my policy online to view or make changes?

Visit MyAviva and log in with your email address and password. You can view and change your own damage policy excess, among other things.

How do I renew my policy?

You can click on the hyperlink in the renewal reminder email sent to you. This will take you directly to the renewal payment screen.

Alternatively you can log in at MyAviva to view and renew your policy.

Overview and Eligibility

Can I get instant car insurance cover with Aviva?

Yes. You can purchase your car insurance and make payment online. You can choose to receive your policy documents and certificate of insurance via email instantly.

Can I buy an insurance policy offline or through an agent?

Yes, you may approach our intermediaries or you may get a quote online or through our call centre at 6827 9940.

Do you insure motorcycle/commercial vehicles/taxis and buses?

No. We only offer cover for private cars that are used for domestic and non-commercial use which are registered in an individual name.

Do you insure modified vehicles?

Yes, we offer cover for modified vehicles as long as the modifications are compliant with and approved by LTA. This applies to new and renewed policies taken out on and after 16 Dec 2014.

If my car has been modified and I have a LTA approved certificate, will Aviva insure my car?

Yes, we offer cover for modified vehicles as long as the modifications are compliant with and approved by LTA. This applies to new and renewed policies taken out on and after 16 Dec 2014.

What is considered as modification?

Modification refers to any changes made to a car including accessories. This applies to new and renewed policies taken out on and after 16 Dec 2014. 

If you need further clarification, please contact us. Alternatively, you may refer to the LTA website for more information on the types of modification.

What if rims/tyres are modified?

We offer cover as long as the modifications are compliant with and approved by LTA. In the event of any damage during an accident, we will only replace damaged part(s) with suitable part(s) in accordance with the manufacturer's standard specifications. This applies to new and renewed policies taken out on and after 16 Dec 2014.

What are accessories?

Accessories refers to all standard equipment originally fitted by the manufacturer which includes upholstery, multi-media equipment, communication equipment, personal computers, satellite navigation and radar detection systems provided they are permanently fitted to your car.

Do you insure cars converted to CNG, electric cars or for physically disabled?

Yes. We will offer cover for such cars as long as there are no other modifications made or any modifications the car has are compliant with and approved by LTA. This applies to new and renewed policies taken out on and after 16 Dec 2014.

If I have a driving conviction (i.e. fixed penalty endorsement or driving ban), will it affect my premium?

Previous driving convictions and demerit points (DIPS) may impact your annual premium. To find out your annual premium, get an immediate online quote detailing your current licence demerit points.

Can I check the status of my demerit points?

You can check your demerit points via this link.

Do you provide premium discount for off-peak cars?

Yes.

Do you provide premium discount for drivers with Certificate of Merit?

No. We do not provide discount for drivers with a Certificate of Merit. We would still however hope that you find our price and insurance coverage competitive and suitable to your insurance needs.

Can you provide insurance for my brand new car without registration number?

Yes, if your car is brand new and you do not have your vehicle registration number yet, please enter your chassis and engine number (this can be obtained from your dealer or sales agreement). 

Please note: Once the car is registered with Land Transport Authority of Singapore (LTA), please email us at personal_insurance@aviva.com.sg your new car registration number for our update. A revised copy of Certificate of Insurance and Policy Schedule will be sent to you upon policy endorsement by us.

Can you provide insurance for my car if it has been imported?

Yes, provided your car has been approved by the Land Transport Authority (LTA) for use in Singapore and that it has not been modified from the manufacturer's standard specification. Please also note that to obtain a quotation the vehicle's make, model and type must appear in our vehicle database in the online quotation system.

Who underwrites your insurance?

Aviva Car insurance is underwritten by Aviva Ltd.

Quotation

How long is a quote valid for and what is it guaranteed for?

Our initial quote is designed as an indication of your final premium and the price is subject to change. You can convert the initial quote to 45-day guarantee quote by saving the quote before exiting the page. 

The 45-day guarantee quote will be considered invalid and premium is subject to change if the cover start date has lapsed or you have made a change on the online quote.

How many quotes can I get/save?

Our system will store up to a maximum of 5 quotes which can be saved, viewed and printed at any time. If you wish to process more than 5 quotes, please note that the original quotes will be overwritten by the most recent, as the system only has the capacity to save up to 5 quotes.

What previous claims or motoring accidents should I declare?

You are required to declare all claims and motoring accidents that you have had in the last 3 years that have either been your fault or where your previous insurer had reduced your NCD allowance.

If I have a foreign licence can I still get a quote from you?

Yes, provided you have a full and unrestricted driving licence that is endorsed by the Singapore Traffic Police for use in Singapore.

What if I cannot find my car's make, model or type in your database?

Kindly email your car registration number, make, model and type to personal_insurance@aviva.com.sg and we will contact you as soon as possible with our advice.

My car is over 10 years old, can I still get a quotation?

Yes, we provide comprehensive cover for cars up to 15 years old.

How can I retrieve my quotes?

Log in to MyAviva to retrieve your quote.

If you encounter any login issue, please email our helpdesk at avivaonline_ITHelpdesk@aviva-asia.com. Please include if possible a screen copy of the reject message you received.

Can I purchase a policy more than 1 year?

Yes. By default, the period of insurance is 1 year. However, if you need to coincide the insurance with your road tax, you may change the policy expiry date to match your road tax accordingly.

Alternatively, you may also purchase a Dual-Year Plan policy with us.

Cover and Benefits

Do you provide Third Party Fire and Theft insurance plan?

What is the difference between Comprehensive and Third-Party Fire and Theft insurance?

Does your car insurance cover flood and fallen trees?

Can I send my car to my preferred repairer?

I own a parallel import model. Can I send my car to the distributor workshop found under the list of Aviva-approved workshop?

Does your car insurance cover windscreen damage?

What is my car's market value and how is it determined?

Am I covered when I drive outside of Singapore?

Can I reduce my policy excess?

What is the additional excess for young and inexperienced drivers?

Will my car be insured inclusive of C.O.E.?

Do you provide cover for replacement locks and keys?

Do you provide additional personal accident cover?

Do you provide "Loss of Use" benefit?

What is Premium Pledge?

eCall Assistance Service

Where can I download the eCall assistance companion app?

For Apple Appstore or Google Playstore, simply type "Aviva eCall Assistance". 

Please ensure you have Android version 4.3 onwards or Apple iPhone iOS version 9 onwards.

I have downloaded the app. What should I do next?

Step 1: Plug the eCall device directly into a 12 V power outlet socket in your vehicle, which should be located in a place visible to the driver (center console).

Step 2: Turn on the ignition. A flashing LED display on the accident reporting connector signals that it has power.

Step 3: Perform a one-time validation on the eCall assistance companion app by entering your policy number and last 5 character of your NRIC/Fin with us. Upon successful validation, you will then be required to enter your personal details which will be useful information for our Claims Helpline to reach you in the event of an accident.

Please ensure that your mobile phone's Bluetooth is turned on. Once the device is paired correctly, the light on the eCall device will be steady.

Do I need to turn on the eCall app each time I drive?

No. Next time when you start your car, the eCall app will be automatically connected to the eCall device. This can be easily identified if there is a steady light on the eCall device. Otherwise, an error message will also be prompted on the screen of the eCall app.

What should I do if I encounter issues in pairing the device?

It is critical to make sure that the app has all the necessary access, smartphone is connected to the internet, etc. The application automatically checks all the settings and in case some permission is missing, the red stripe with errors is displayed on all the screens.

After clicking the stripe, screen with the list of permission details is displayed. The availability of the following user permissions is automatically checked:

  • Location
  • Bluetooth
  • TEP Services
  • Internet connection
  • Backend service access
  • Location services
  • Bluetooth permissions
  • Call phone permissionas
  • Access device storage permissions

Please make sure that all the necessary permissions and services are enabled in order to assure that the app is running correctly. If you are still encountering error after this, please call us at +65 6827 9966 between 08:45 - 17:30, Mondays to Fridays (except public holidays).

Will I still enjoy eCall assistance service if I do not have any active car policy with Aviva?

In the event that your policy is no longer in force with us, the eCall assistance service will cease.

I have terminated my existing car policy with Aviva and bought a new policy. How do I continue to use the app with the new policy?

You may navigate to "Settings" and click "Reset" under "Contract details".

Note: You will be required to do a one-time authentication using your new policy details.

Will there be any tracking of my driving behaviour or journey using this eCall assistance?

No, there is no tracking at all. We will only be notified in the event of an accident for us to assist you in the shortest possible time.

In case of an accident, the eCall device and the smart phone app will only transmit the following data:

  • Crash severity
  • Date and time of the crash
  • Crash location and driving direction (for the purpose of identifying which side of road you are on)
  • Your contact number and further personal details you provided to us

Will eCall assistance work if I am driving in Malaysia?

Yes, please ensure that you have internet connection and auto-roaming services in order for this to work.

Do I need to turn on the location services all the time?

Yes, it is necessary that the app can access the location all the time. This is a must to make sure that the GPS location is always available (in case of the accident). Otherwise, the GPS location sent during the crash might be wrong.

There is a USB port on the eCall device. Is it safe to charge my smartphone on it?

Yes, it is safe to charge your smartphone battery and other mobile devices via the USB port on the eCall device.

Claims

Can I send my car to my preferred repairer?

Your car can be repaired at any of our approved repairer which provides a full 12-month repair warranty. Alternatively, it can also be taken to a repairer of your choice if you are covered under Motor Standard or Motor Prestige Plan, but this may lead to delays in arranging the repairs to your car and may involve you paying an additional excess. 

If you are covered under Motor Lite Plan, you can only send Your car for repairs at our approved repairer. Otherwise, your claim will be affected. 

To view the list of Aviva-approved workshops, please click here.

 

I own a parallel import model. Can I send my car to the distributor workshop found under the list of Aviva-approved workshop?

Acceptance of parallel import models for repairs in distributor workshop is subject to the workshop's agreement. Please call the workshop before sending the vehicle in.

Does your car insurance cover windscreen damage?

Yes. You may have your damaged windscreen or any of the cars' glass repaired or replaced. 

Under Motor Lite, if the repair/replacement is carried out at Aviva's approved windscreen repairer then there is NO excess to pay for REPAIR and a S$100 excess (subject to GST if applicable) for replacement. If you choose not to use an Aviva's approved repairer then you will not be covered under the policy.

Under Motor Standard Plan, if the repair/replacement is carried out at Aviva's approved windscreen repairer then there is NO excess to pay for REPAIR and a S$100 excess (subject to GST if applicable) for replacement. If you choose not to use an Aviva's approved repairer then a S$25 excess applies for repair and S$100 for replacement (subject to a maximum payment of S$600 minus excess).

Under Motor Prestige Plan, the above excesses and capped limits does not apply.

How can I make a claim when I have met with an accident or my vehicle breaks down in Singapore?

Please call our 24-hour claims helpline +65 6333 2222 immediately for assistance and the person taking your call will record all the details relating to your car insurance claim and if necessary, Mobile Accident Response Service (MARS) will be dispatched to the scene of the accident or incident (The latter does not apply for Motor Lite plan). Otherwise, you can proceed to our Aviva Approved Repairer to file the accident report during office hours.

It is a condition of the policy to notify Aviva Ltd. within 24 hours of an accident occurring.

Do I need to report an accident to the Police?

If anyone is injured in the accident or the accident involves a government vehicle, government property, a cyclist or pedestrian or a foreign vehicle you will need to report the accident to the Police. All other accidents do not require reporting.

Please note that it is a condition of the policy to notify Aviva within 24 hours of an accident occurring

What do I do if my car is stolen?

Under Motor Lite and Motor Standard plan
If your car is less than a year old, we will replace your vehicle with an identical new model subject to availability. If your car is more than one year old, we will pay you the current market value. Your policy will have fully indemnified you and will no longer be in force and you will not receive any premium refund. You will need to take up a new policy for any replacement car.

Under Motor Prestige plan
If your car is less than 2 years old, we will replace your vehicle with an identical new model subject to availability. If your car is more than 2 years old, we will pay you the current market value. Your policy will have fully indemnified you and will no longer be in force and you will not receive any premium refund. You will need to take up a new policy for any replacement car.

What happens to my policy if my car is a total loss?

Under Motor Lite and Motor Standard plan
If your car is less than a year old, we will replace your vehicle with an identical new model subject to availability. If your car is more than one year old, we will pay you the current market value. Your policy will have fully indemnified you and will no longer be in force and you will not receive any premium refund. You will need to take out a new policy for any replacement car.

Under Motor Prestige plan
If your car is less than 2 years old, we will replace your vehicle with an identical new model subject to availability. If your car is more than 2 years old, we will pay you the current market value. Your policy will have fully indemnified you and will no longer be in force and you will not receive any premium refund. You will need to take out a new policy for any replacement car.

Do I need to tell Aviva if I have a minor accident but wish to settle the costs and issue directly with the other party?

Yes. You should always ring our Motor Accident Response Service (MARS) at +65 6333 2222 so that they can facilitate the signing of a legally binding private settlement form between you and the other party. This is a free service to you and in no way affects your claims history or NCD entitlement.

What do I do if I am involved in an accident outside Singapore?

You should still call our 24-hour claims helpline at +65 6333 2222. Our Claims Team Representative will advise you on the steps you need to take in respect of reporting the incident to the local Police etc. If your car is damaged or no longer safe to be driven, we will arrange through the Automobile Association to recover your car back to Singapore (at no cost to you) and deliver it to one of our approved repairers.

If your car is still safe to be driven, you can report the claim to us directly upon your return.

How do I make a claim against a foreign motorist?

If you are involved in an accident with a foreign motorist, please call our 24-hour claims helpline at +65 6333 2222. You are also required to make a police report.

If you are not at fault in the accident, you can still claim on your own policy and we will recover all amounts paid from the foreign insurer. In such circumstances, we will not reduce your NCD.

Will I get a replacement car while mine is undergoing repair?

A replacement car is only available if you have added the optional Loss of Use Cover when taking up your policy. Under this optional cover, we will provide a courtesy car for your use free of charge only upon your request whilst yours is being repaired for up to a maximum of 10 days. If the duration of repair exceeds the 10-day limit, you can extend your hire of the car from our partner, Downtown Travel Services Pte Ltd, at preferential rates. The type of cars is subject to availability at the material time.

How do I make a Third Party claim against the other party's insurer?

After reporting the accident to us at our 24-hour hotline at +65 6333 2222, you can bring your damaged car to any workshop to file the Third Party claim. Your chosen workshop will then do the necessary paperwork to lodge the Third Party claim.

What is the new change in Third Party Motor Claims procedure?

With effect from 1 April 2016, all motor workshops are required to send a notification to the insurer (whom they wish to lodge a Third Party claim with) to request for a pre-repair survey. The insurer is required to send a surveyor to the workshop to assess the vehicle damage within 2 working days (excluding Sat, Sun and Public Holidays) from the time of notification.

What is the procedure if I want to claim against the Third Party who is also insured with Aviva?

Please advise your workshop to send their repair estimate to our claims department at the following:

Fax : 6829 1871

Email: GI_Claims@aviva-asia.com

We will arrange for a surveyor to go to your chosen workshop to assess the damage within 2 working days from the time of notification.

How can I claim if I lost my keys?

If you have lost your keys, just file a police report within 24 hours of discovery and proceed to replace the key. Send the scanned copy of the report and the invoice to GI_Claims@aviva-asia.com and we will follow up with you shortly.

If you still have claims questions, please contact us at:

+65 6827 9966
Mondays to Fridays 09:00 - 18:00
(Excluding public holidays)

Why can't I reach your Crawford representative with the numbers and emails provided before?

With effect from 1 September 2014, Aviva Claims Team is located in Aviva Ltd with new contact numbers and emails. Should you have any outstanding motor / travel / home contents claims with Aviva, please email to GI_Claims@aviva-asia.com  for further assistance.

No Claims Discount (NCD)

What is NCD?

NCD is short for "No Claims Discount". This term is common with all car insurance companies. It means that if you don't make any claims on your car insurance, you get a 10% discount off the price of your car insurance premium every year. You can accumulate this yearly discount for more savings every year, capped at a maximum of 50%.

Read up more about NCD here and here.

What do I enter for my current NCD entitlement when requesting a quote?

Please check your NCD entitlement in your renewal notice or with your existing insurer. If in doubt, please select 0%. We'll be validating the NCD and as such, if you are entitled to NCD, we will refund the difference to you. If the premium you have paid changes as a result of providing us with an incorrect NCD, we will contact you to advise you of additional payment required or refund for any excess amount paid by you.

Do you have NCD Protection coverage?

Yes. We do offer NCD Protector at a nominal fee as an optional cover for policyholders who has 30% NCD or above.

If you have purchased this optional cover, it will protect your NCD for one claim during the period of insurance. If you are currently enjoying Safe Driver Discount (SDD) under the policy with us, your SDD will also be affected.

If you make more than one claim within the Period of Insurance, then your NCD and any SDD you have may be affected as shown in the following table.

Please note that this NCD reduction rate is only applicable for Aviva policies as the NCD reduction rate for other insurers may not be the same.

For Annual Plan policy

Current No Claims Discount with us No Claims Discount with us upon renewal
Motor Lite plan Motor Standard and Motor Prestige plan
After one claim After two claims After one claim After two claims
30% 30% 0% 30%
20%
40% 40%
10% 40%
30%
50% 50% 20% 50%
40%
50% with SDD 50% 20% 50%
40%

For Dual-Year Plan policy

Current No Claims Discount with us No Claims Discount with us upon renewal
Motor Lite plan Motor Standard and Motor Prestige plan
After one claim After two claims After one claim After two claims
30% 40%
10%
40%
30%
40% 50% 20% 50%
40%
50%
50%
20% 50%
50%
50% with SDD 50%
20%
50%
50%

Please refer to your policy documents for more details.

Will I lose my NCD if the accident was not my fault?

If we confirm you're not at fault for the accident, we will not reduce your NCD. 

How do I know if I'm at fault or not at fault in an accident?

Insurers use a guide called the Barometer of Liability Agreement and information such as photographs/statements taken at scene of accident, and police's records to determine how much each party is liable in an accident. Depending on the decision, the reimbursement amount and the No-Claims Discount for the policyholder might be affected.

I did not purchase any NCD protector. What will happen to my 50% NCD and Safe Driver Discount if I make a claim for which I am at fault?

Please refer to the tables below for the reference. 

Please note that this NCD reduction rate is only applicable for Aviva policies as the NCD reduction rate for other insurers may not be the same.

For Annual Plan policy

Current No Claims Discount with us No Claims Discount with us upon renewal
Motor Lite plan Motor Standard and Motor Prestige plan
After zero claim After one claim After zero claim After one claim
0% 10% 0% 10%
0%
10% 20% 0% 20%
0%
20% 30% 0% 30%
10%
30% 40% 0% 40%
20%
40% 50%
10% 50%
30%
50% 50% with SDD 20% 50% with SDD
40%
50% with SDD 50% with SDD 20% 50% with SDD
40%

For Dual-Year Plan policy

Current No Claims Discount with us No Claims Discount with us upon renewal
Motor Lite plan Motor Standard and Motor Prestige plan
After zero claim After one claim1 After zero claim After one claim1
0% 20% 0% 20% 0%1
10% 30% 0%
30%
10%
20% 40% 0%
40%
20%
30% 50% 10%
50%
30%
40% 50% with SDD 20%
50% with SDD
40%
50% 50% with SDD 20%
50% with SDD
40%
50% with SDD 50% with SDD 20%
50% with SDD
40%

If you are currently earning 50% NCD and still remain claim-free when your policy is due for renewal, we will reward you with a Safe Driver Discount (SDD).

1Assuming you have 1 claim and the accident falls on the second year of the period of insurance.

Please refer to your policy documents for more details.

Do you reward drivers with 50% NCD at renewal?

Yes. If you are currently earning 50% NCD and are still claim-free when your policy is due for renewal, we will reward you with a Safe Drivers Discount.

Is this Safe Driver Discount transferrable to other companies?

No, this is an exclusive discount given to you by Aviva in recognition of your loyalty and safe driving record.

Is NCD transferrable to another person or driver?

NCD is only transferrable to your spouse provided your spouse is taking the new motor insurance policy with us. In addition, your spouse's driving experience must at least match the NCD level (i.e. minimum 5 years of driving experience is required to request for 50% NCD transfer). This is a one-time transfer and is non reversible. You are required to sign an Undertaking form. Please email us at personal_insurance@aviva.com.sg to request for the form

Can my NCD be extended onto more than 1 car?

NCD is restricted to one nominated car only.

If my NCD has been earned in another country, is it still acceptable?

Please email your NCD letter from the previous insurer to personal_insurance@aviva.com.sg for our consideration.

Can I use my NCD from my motorcycle insurance for my car insurance?

No. NCD benefits are not transferable between different vehicle types.

Do the years I've spent driving a company car count towards my No Claims Discount?

No, unless the policy was taken out by you and registered in your name, you will not have accrued any NCD benefits.

Will I lose my NCD if there is a break in ownership of my car?

We allow you to keep your NCD if there is a break of ownership for up to 24 months.

How will my NCD be affected by making a claim?

Your NCD will not be affected if we confirm you're not at fault. 

Under Motor Lite plan
If we confirm you're at fault for the accident, your NCD will be reduced by 30% for every claim made. 

Under Motor Standard and Motor Prestige plan
If we confirm you're at fault for the accident, your NCD will be reduced by 10% for every claim made. Please note that this NCD reduction rate is only applicable for Aviva policies as the NCD reduction rate for other insurers may not be the same.

Will my windscreen claims affect the NCD?

No.

Purchase and Payment

Can I pay for my insurance using someone else's credit card?

Yes. However, please note that all refunds will be credited back to the original payment mode.

What is this Instalment Payment Plan (IPP) through credit card?

This is an interest free instalment plan offered by the banks. At the moment, this arrangement is with UOB, DBS and POSB only. 

What is the minimum premium to qualify for Instalment Payment Plan (IPP) and how many months instalment am I allowed to apply?

The minimum premium to qualify for IPP is $300. You can choose between 6 or 12 months 0% Interest Instalment Payment Plan for Annual Plan or 6, 12 or 24 months 0% Interest Instalment Payment Plan for Dual-Year Plan.

How and when will my instalment payments be deducted?

The bank will bill you monthly. The amount deducted will be reflected in your monthly credit card statement.

What will happen to my car insurance policy if I fail to pay the instalment?

Your car insurance policy will remain in force, but the bank will issue finance charges, interest and fees on the outstanding amount at their prevailing rate.

I have an IPP arrangement. What will happen if I cancel the policy mid term?

We will provide a cancellation refund if you have not made a claim or there has not been an incident likely to give rise to a claim during the current period of insurance. Your cancellation refund will usually be based on short-period rates. Refunds will be credited to the original payment mode wherever possible within 14 working days. 

However, your instalment with the bank will still carry on.

How do I know if my payment has gone through and the purchase has been successfully completed?

You will receive a confirmation page with your policy number once you have submitted your payment details.

How do I receive my policy documents?

Your policy documents will be emailed to you using the email address provided when purchasing your policy. You can also download your policy documents online, by logging in to MyAviva.

Existing customers

How do I reset my Aviva Login ID and password?

Please follow either the "Forgotten Login" or "Forgotten Password" links from the Login screen. This will allow you to retrieve your username and/or receive a link via email to reset your password.

How do I change my policy details?

Please complete the Changes to General Insurance form which can be downloaded directly from the "Customer Care" tab on the web site and email your request to personal_insurance@aviva.com.sg.

How do I change my personal particulars?

Please complete the Changes to Personal Particulars form which can be downloaded directly from the "Customer Care" tab on the web site and email your request to personal_insurance@aviva.com.sg. Kindly note that any change in personal particulars is for all policies and accounts held with Aviva Ltd.

Can I request another copy of my insurance certificate?

We can provide a replacement certificate of insurance but not an additional certificate. If you have lost or misplaced your original certificate of insurance, please complete and email the Declaration form which can be downloaded directly from the "Customer Care" tab on the web site to personal_insurance@aviva.com.sg.

What will happen to my policy if my car is modified or I modify after purchasing Aviva's car insurance?

We offer cover for modified cars as long as the modifications are compliant with and approved by LTA. This applies to new and renewed policies taken out on and after 16 Dec 2014. 

If your car is modified after purchasing Aviva car insurance and the modifications are not compliant with and/or not approved by LTA, your claim will be prejudiced. 

If you need further clarification, please contact us.

How do I know whether my car has any modifications that are not compliant with and not approved by Land Transport Authority of Singapore?

You may refer to LTA website for more information.

What should I do when my vehicle breaks down?

If your vehicle breaks down, simply call our 24-hour helpline number +65 6333 2222 for assistance. We will send a representative to you who will, if possible, repair or restart your car at the roadside. If they cannot repair or restart your car, they will arrange (free of charge) to tow your car to the nearest suitable repairer. You will however be responsible for the costs of any repair carried out by this repairer. This complimentary benefit does not apply for Motor Lite Plan.

What is your cancellation procedure and refunds?

You can cancel your policy within 14 days from the date of purchase and we will refund your premium in full provided you have not made any claims. 

All other cancellations will incur administrative charges and you will not receive a full refund of the premium that you have paid. 

Refunds will be credited to the original payment mode wherever possible within 14 working days.

How do I cancel my car insurance policy?

Please submit the Cancellation form which can be downloaded directly from the "Customer Care" tab on the web site and original Certificate of Insurance to:

Customer Service Centre
4 Shenton Way, SGX Centre 2
#01-01, Singapore 068807

If you cannot find the original Certificate of Insurance, please complete and email the Cancellation form and Declaration form to personal_insurance@aviva.com.sg.

How do you calculate the cancellation refund?

Your cancellation refund will usually be based on short-period rates. You will not be entitled to a refund if you have made a claim or there has been an incident likely to give rise to a claim during the current period of insurance. 

Please refer to the following table for illustration of an Annual Plan policy. Based on the annual plan policy with a premium amount of S$1200.

 Period of Insurance Refund of premium Short-period refund (S$)
Free Look Period 100% 1200
up to 15 days
90% 1080
up to 1 month 80% 960
up to 2 months 70% 840
up to 3 months 60% 720
up to 4 months 50% 600
up to 5 months 40% 480
up to 6 months 30% 360
up to 7 months 25% 300
up to 8 months 20% 240
up to 9 months 15% 180
up to 10 months 10% 120
up to 11 months 5% 60
up to 12 months 0% 0

Please refer to the following table for illustration of a Dual-Year Plan policy. Based on the annual plan policy with a premium amount of S$1200.

 Period of Insurance Refund of premium Short-period refund (S$)
Free Look Period 100% 2400
up to 15 days
95% 2280
up to 1 month 90% 2160
up to 2 months 85% 2040
up to 3 months 80% 1920
up to 4 months 75% 1800
up to 5 months 70% 1680
up to 6 months 65% 1560
up to 7 months 60% 1440
up to 8 months 55% 1320
up to 9 months 50% 1200
up to 10 months 45% 1080
up to 11 months 40% 960
up to 12 months 35% 840
up to 13 months 30% 720
up to 14 months 25% 600
up to 15 months 22.5% 540
up to 16 months 20% 480
up to 17 months 17.5% 420
up to 18 months 15% 360
up to 19 months 12.5% 300
up to 20 months 10% 240
up to 21 months 7.5% 180
up to 22 months 5% 120
up to 23 months 0% 0
up to 24 months 0% 0

How do I change or extend my period of insurance to coincide with my road tax?

We are unable to change the start date of your insurance policy. However, we'll extend your cover by up to 6 months (to coincide with your road tax) upon payment of the applicable premium. It will take up to 3 working days for us to update the LTA records. 

To extend your cover, please complete the Changes to General Insurance form and email your request to personal_insurance@aviva.com.sg.

Alternatively, you may walk in:

Customer Service Centre
4 Shenton Way, SGX Centre 2
#01-01, Singapore 068807

Monday to Friday 08:45 - 17:30
(Excluding public holidays)

How do I renew my vehicle road tax?

You can visit the LTA web site to renew your vehicle road tax online at the following link:  http://www.onemotoring.com.sg/publish/onemotoring/en/topwebwide/faqs/faqs.html. If you have just purchased a motor policy with us, please note that it will take up to 3 working days for us to update the LTA records.

Alternatively you can visit any one of the LTA approved agents to renew your road tax. Please remember to take with you your Certificate of Insurance and requisite payment.

How do I submit feedback?

We welcome any feedback from you. Please email us at personal_insurance@aviva.com.sg.

How do I make a complaint?

If you are dissatisfied with our performance and you wish to make a complaint, you can write to: 

Chief Executive Officer, 
Aviva Ltd., 
4 Shenton Way, SGX Centre 2
#01-01, Singapore 068807 

In the event if you are not satisfied with the outcome we provide, you may approach the Financial Industry Disputes Resolution Centre (FIDReC), an independent and impartial institution, to review your feedback.

Renewals

When will I receive my renewal invitation?

We will send you your renewal notice via email and SMS 60 days prior to the expiry date.

Can I make changes to my renewal details?

You may make changes to your occupation, marital status, address, number of demerit points (DIPS), Own Damage Policy Excess and Driver's Option when you renew your policy online. For other changes, please either send details of your required changes to personal_insurance@aviva.com.sg or alternatively call us at +65 6827 9966. We will process the changes and advise you of any premium alteration. We will then send you a revised renewal notice detailing the premium required for the next insurance period in 3 working days.

I did not receive a renewal notice. What should I do?

You can either email us at personal_insurance@aviva.com.sg or if your renewal date is imminent please call us at 6827 9966.

I was involved in an accident before my current policy expiry date, but I have already purchased / renewed my policy with Aviva. How will this affect my policy?

There are 3 possible scenarios on what would happen to your renewed policy.

(Non-fault claims) If you are involved in an accident, where you were informed not to be at fault, we will not penalise you and your NCD will not be affected.

(At-fault claims) If you are involved in an accident where you are at fault, your NCD will be affected and subsequently, your renewal is also affected. Additional premium will apply for the cover to continue for the renewed year.

(Liability status not confirmed) If you are involved in an accident where the liability is not confirmed, additional premium may apply for the cover to continue for the renewed year. When the liability status is confirmed, and you are informed not to be at fault, we will refund any additional premium paid. 

How can I reduce my renewal premium?

You can reduce your renewal premium by increasing the own damage policy excess of your policy or restricting the number of insured drivers under the policy.

Can I renew my policy if my policy has lapsed?

No. In such circumstances you will have to buy a new policy.

How will I receive my renewal policy document and certificate of insurance once I have purchased?

If you have chosen to "Go Green" when buying your initial policy, we will send your documents via email exactly the same way as we did when you first purchased.

If you have elected for hard copy documents, these will be sent to you via post within the 5 working days.