Home Insurance FAQ

Most popular questions

Do I qualify for Aviva Home insurance?

If you are a Singapore resident with a NRIC or FIN who owns or rents a property in Singapore and are aged between 18 and 70 years old, you can purchase Aviva Home Insurance.

Can I get an instant quote from Aviva?

Yes. Click here to get an instant quote.  All it takes is 60 seconds or less for an immediate, no-obligation quote.

What is the difference between Home Lite, Home and Home Plus?

Cover included for all home policies includes:

  • Loss or damage in the home by an extensive list of causes such as fire, flood, theft, earthquake and lightning, explosion, bursting or overflowing of water tanks or domestic appliances, riot strike or civil commotion and vehicle impact to;
    • Home contents.
    • Any improvements or additions to your home (renovations).
  • Your personal legal liability for any legal actions against you arising from accidental injury, death or loss to property that you are responsible for.
  • Alternative accommodation costs if your home is damaged by any of the causes listed and as a result cannot be lived in.

Home and Home Plus policies also include cover for:

  • Accidental breakage of fixed glass.
  • Loss of personal money, credit and debit cards.

Home Plus policies also include cover for:

  • Loss of personal papers such as ID cards, driving licence, title documents etc.
  • Accidental death of a pedigree cat or dog.

What type of household contents am I covered for?

You will be covered for items such as:

  • Furniture
  • Domestic appliances
  • Crockery & utensils
  • ClothingLinen(s)
  • Audio & visual equipment1
  • Cameras1
  • ClothingJewellery1
  • PC & laptops1

1Subject to a single article limit of S$1,500 and no one claim for valuable items and personal belongings exceeding 15% of the total sum insured as shown on your policy schedule.

Can I pay by monthly instalments?

Yes, you may pay by monthly instalment under Instalment Payment Plan (IPP) through your UOB, DBS and POSB VISA / MasterCard Credit Card for any new business or renewal application. Please note this arrangement does not apply for Debit Card.

How do I make a claim on my Aviva Home Insurance?

To make a claim, please call 6322 2022 for our emergency assistance helpline or alternatively, please download our claim form, fill it in with full particulars and full facts of the claim including its occurrence, detailed circumstances and extent of loss, and submit it with any supporting documents as soon as reasonably possible but no later than 7 days after the incident.

For claims enquiry, please contact us at:

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

Overview and Eligibility

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

You may purchase home insurance online or through our intermediaries.

Who underwrites your insurance?

Aviva Home insurance is underwritten by Aviva Ltd. The Aviva Home Emergency Assistance Helpline is managed by our partner Inter Partner Assistance Singapore Pte. Ltd. (IPA).

What is the consequence of underinsuring?

If you have knowingly underinsured your home contents, we can limit the amount payable to you in a claim. The Aviva Home Insurance policy has predetermined policy limits therefore if you choose too low a limit it may result in you not receiving sufficient payment for your loss. We highly recommend that you review the cover level purchased regularly, so that you ensure you are adequately insured.

Does a No Claims Discount apply to home insurance?

No. We do not apply no claims discount to home insurance policies.

How long does my home insurance run for?

The policy will normally remain in force for 12 months from the date of commencement (unless you have purchased the option for 2 or 3 years which will be shown on your policy schedule) and for any period for which you subsequently renew the policy; as long as you have paid your premium. You should review the level of benefit that you have chosen on a regular basis to make sure that it is sufficient to cover your needs.

Cover and Benefits

Where can I find out what your home insurance covers?

You can view the Aviva Home Insurance Summary of Cover on our website under "Home Insurance". 

For new and renewed policies taken out on and after 15th Aug 2012: - Summary of Cover

Am I covered for personal accidents?

Not under the standard policy package. However, if you purchase the additional Family Personal Accident Cover, we will cover you, your spouse or child for any accidental bodily injury occurring anywhere in the world.

What additional options are available?

The following additional options are available:

Replacement Locks 

We will provide cover up to S$500 if the keys to the lock are lost or stolen for:

  • External doors of the home, or
  • Alarm systems or domestic safes fitted in the home

Food in Freezers 

We will provide cover up to S$500 for loss or damage to food stored in a freezer in the home caused by:

  • A rise or fall in temperature caused by a faulty freezer, or
  • Contamination by freezing agents

Bicycles

We will provide cover up to S$300 for any loss or damage, covered under the policy, to any one bicycle you own.

Identity Theft 

We will pay for expenses incurred by you, up to a maximum of S$2500, as the direct result of an identity fraud discovered during the time you are insured by us. We will also pay up to maximum of S$500 for any fraudulent transaction on your credit card.

Family Personal Accident Cover 

We will cover you, your spouse or child for any accidental bodily injury occurring anywhere in the world.

Can I get instant home insurance cover with Aviva?

Yes. Once we confirm with you that we have collected your premium through our online payment gateway, you will have successfully purchased your policy. This should take a minute or two, and you will then be insured.

Am I covered for renovations?

Yes, if any improvements or additions to your home that have been made by you or by any previous owner of the home including renovations to kitchens, fitted wardrobes, bathrooms, double glazing, air conditioners and wood or laminate flooring.The maximum we will pay is the limit shown on your policy schedule.

Can I insure the contents of my holiday home abroad?

No. We do not offer contents insurance for properties outside of Singapore. However, you may wish to click on the country icon on our home page to visit other Aviva sites around the world.

Is my PC covered?

All household items including personal computers, utensils, furniture and furnishings, domestic appliances, audio and visual equipment, personal belongings and clothing are covered provided that:

  • You own; or
  • You are legally responsible for (but not landlord's contents); or
  • Belong to domestic employees who live with you.

This includes personal belongings of visitors to the home, up to the limit shown on your policy schedule.

Are the contents of my garage covered?

Yes. The policy covers contents of your house, apartment or flat and any of its outbuildings (including garages) that are at the address shown on your policy schedule.

Am I covered for replacement locks and keys?

If you purchase the additional Replacement Locks cover we will provide cover up to S$500 if keys to the lock are lost or stolen for:

External doors of the home, alarm systems or domestic safes fitted in the home.

Am I covered for freezer contents?

If you purchase the additional Food in Freezers cover, we will provide cover up to S$500 for loss of or damage to food stored in a freezer in the home, caused by: A rise or fall in temperature caused by a faulty freezer; or contamination by freezing agents.We will not cover loss or damage caused by a deliberate act of or a pre-scheduled maintenance with prior notification by the company (or its employees) supplying your power.

Am I covered for identity theft?

If you purchase the additional Identity Theft cover we will pay for expenses incurred by you, up to a maximum of S$2500, as the direct result of an identity fraud discovered during the period of the policy.

Are falling trees covered by Aviva Home Insurance?

Yes we provide cover for damage or loss caused by falling trees or branches.

Do you provide cover to find the source of a water leak?

No. We cover for damage caused by water escaping from water tanks, pipes, equipment and fixed heating or cooling systems.

Am I covered for my golf clubs?

Yes, whilst they are in your home.

I have just bought a HDB flat and they require me to take up the HDB Fire Insurance Scheme. How does Aviva Home Insurance complement the compulsory scheme?

The Aviva Home Insurance policy only provides cover for household contents and renovations. The HDB fire insurance policy covers your building and therefore, they are not the same. We recommend that you should, at all times, maintain the HDB Fire Insurance policy or such similar coverage, and protect your home contents with an Aviva Home Policy.

If I am a tenant of rented flat, can I buy Aviva Home Insurance?

Yes.

Can you insure contents in a fully furnished rented accommodation?

Yes. You are legally responsible for the contents of the fully furnished rented accommodation and therefore you can insure them.

Can I purchase contents insurance with you if I let (sub-let) my house?

Yes, but please be aware that certain risks such as malicious or deliberate damage by tenants are not covered under your policy.

Does the contents cover include accidental damage?

No. Aviva Home Insurance policies only cover specific types of loss such as fire, theft, earthquake, flood, etc. Please refer to the policy document for the full list of loss types covered.

Are my belongings covered outside of the home?

No. We will not cover items outside of the home.

Are the contents covered when my home is unoccupied?

Yes but your home must not be left unoccupied for more than 14 days.

Can I insure the contents of a property that is not my permanent residence?

Yes. You can insure the contents of another property you own or rent.

Can I arrange insurance cover just for my personal items?

No. The cover offered is a package and must be purchased as such

Do you cover bicycles?

Yes, if you purchase the additional bicycle cover when you purchase your policy. We will provide cover up to S$300 for any loss or damage to any one bicycle you own.

Quote

What is my NRIC/FIN number?

For Singapore citizens and permanent residents, the NRIC number is on your Singapore Identity Card, e.g. S1234567A. For foreigners, the FIN number is on the green card issued to you by the Immigration & Checkpoints Authority in Singapore.

What do you mean by "Insured address"?

The house, apartment or flat and its outbuildings (including garages), at the address (all used for domestic purposes only), that you would like to insure.

When do I need to tell you about the individual value of my contents?

You do not need to. However, please note that certain valuable items have limits as to how much we will pay in the event of a claim. Please refer to the policy document for full details

What is the definition of "valuables"?

Stamp, coin or medal collections, pictures, other works of art, items of gold, silver or any other precious metal, jewellery, watches and furs.

Do I need to specify all of my valuable items such as furniture and stereo equipment?

No. However, your policy does have an upper limit of what may be claimed per item. Please refer to the policy document for full details.

Do I need to provide proof of ownership for all of my possessions?

There may be certain occasions relating to claims where you may be asked to verify value and ownership. We would advise you to keep receipts for larger items of valuables to assist us in dealing with your claims.

What is a dwelling type?

A dwelling type is a house, apartment or flat.

Purchase and Payment

Is my payment secure?

Yes. Our online payment process is fully secured. If you have any specific concerns, please call our Customer Services Department at 6827 9966.

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.

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 home insurance policy if I fail to pay the instalment?

Your home 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?

You will receive a confirmation page once you have submitted your payment details and a confirmation email will be sent to your email address.

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

Yes. If you wish to allow someone else to make the payment for you, they may enter their credit card details.

How do I know my insurance policy purchase has been successfully completed and I am insured?

As part of the purchasing process, we will confirm that the transaction has been successfully completed and send a confirmation email to your designated address, with soft copies of your policy documentation.

How do I receive my policy documents?

We will send an email to your designated address that contains a soft copy of your Aviva Home Policy, policy summary, summary of cover and receipt of payment. You can decide whether to print or store these on your computer. You can also download additional copies of your policy documents online, by logging in to MyAviva.

Can I get duplicate policy documents?

Yes at any time you wish by logging in to MyAviva and printing whatever copies are required.

I've noticed the details on my policy are incorrect, what should I do?

Please contact us at personal_insurance@aviva.com.sg.

Why can't I go through the payment process?

Please verify your credit card details. Also, it is recommended that you use Internet Explorer 11 or Firefox 27 as a minimum for the online purchase and payment process. If you still face problems, please call our Customer Services Department at 6827 9966.

Existing customers

Will it affect my policy if I claim?

Every renewal we reserve the right to review the terms, conditions and prices we offer you. If you have made any claims, this may affect what we offer you at that time.

How are lost or damaged items replaced?

Under the policy, we repair, replace or offer you money for the cost of replacing your damaged or lost items.

Will my claim be settled on a new for old basis?

No. We will pay you the reasonable value of what your items are worth taking into account age, wear and tear and depreciation.

Will my policy include any deductable/excess?

Yes. Certain sections of your policy will include deductibles or excesses. Please refer to the policy sections outlined in your policy document for clarification.

How do I cancel my home policy?

You may cancel your home policy online, by logging in to MyAviva.

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

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.

Based on annual premium of $1200 

Period of Insurance Refund of Premium
Short-period refund ($)
up to 14 days
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

If I move to a new home, do I have to cancel my current policy and take up a new one?

No. If you move to a new home, you can advise us of the change of address and we will then cover your household contents at that address from that date. We recommend that when you move, you should review your insurance cover and ensure that the plan you have covers the value of the contents and renovations of the new place adequately.

How do I contact assistance?

All Aviva home policies provide you with free access to the Aviva Home Emergency Assistance Helpline.

If you require assistance in an emergency, call our hotline at 6322 2022 which is open all day, all night, every day of the year. The person you speak to will be able to understand the nature of your emergency and what assistance you need.

Aviva Emergency Assistance Helpline will offer details of specialists and will also detail their costs, which would have to be paid by you, who can help you with the following common household problems:

Locksmith Referral Assistance - If you are locked out of your home.

Plumbing Referral Assistance - If your homes' plumbing is clogged or a leak has sprung.

Electrical Assistance - If you have an electric power failure or short circuit in your home.

Air-Conditioner Engineer Assistance - If you have a problem with the air-conditioner in your home.

Pest Control Assistance - If you require assistance for pest control or pest control prevention for your home.

Home Cleaning Assistance - If you require assistance for cleaning of carpet, sofa, window, wall tiles or floor tiles in your home.

Television Repair Assistance - If your television set stops working or develops a fault.

Freezer and Refrigerator – If your freezer or refrigerator stops working or develops a fault.

Washing Machine Repair Assistance - If your washing machine stops working or develops a fault.

Home Nursing Care Assistance - If you need nursing care at home.

Neither Aviva nor IPA are responsible or liable for the action or advice given by the service providers. The service providers are not agents of either Aviva or IPA.

You will have to pay directly to the service provider for any services they render.

Will my policy be affected if I go away on holiday?

No. Your policy will remain in force.

Can I renew my policy online?

Yes. Online renewal is a simple process. We will remind you ahead of time and guide you through each step.

What type of changes do I need to tell you about?

You need to inform us of any changes that could impact your cover. For example, you should immediately inform us of any claim, change of names or change of address.

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

If you want to access your policy online, simply log in to MyAviva. From here you can choose to view, edit, and claim or cancel your policies. 

What do I do if I want to make a complaint?

Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg.

We will acknowledge receipt of your feedback within 3 working days whilst we look into the matter you raised. We will contact you for further information if required within 7 working days and provide you with a full reply within 14 working days.

If the outcome of your complaint is not handled to your satisfaction, you can write to:

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

We will respond to your appeal within 3 working days of receiving your communication.

If you are dissatisfied with our response, we will refer you to an independent dispute resolution organization; the Financial Industry Disputes Resolution Centre Ltd (FIDReC).

FIDReC's contact details are: 

Financial Industry Disputes Resolution Centre Ltd. 
36 Robinson Road 
#15-01 City House 
Singapore 068877 
Telephone : 6327 8878 
Fax : 6327 8488

Email : info@fidrec.com.sg

Website : www.fidrec.com.sg

Important - Please remember to quote your policy reference in your communication.

 

How do I submit feedback?

Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg.