Personal Accident Insurance FAQ

Most popular questions

Do I qualify for Aviva Personal Accident insurance?

To qualify for personal accident insurance from Aviva, you must meet the following criteria:
  • You live in Singapore for at least 183 days in a year and hold valid NRIC(s) / FIN(s).
  • You are aged between 16 and 70 years old.
  • You have not been previously refused accident, financial protection, health, life or medical insurance, imposed special conditions, or had your policy cancelled or terminated.
  • You do not have more than 12 demerit points on your driving license and your driving license(s) has not been revoked or suspended in the last 3 years.
  • You have not been and are not compounded, charged in court for any non-traffic offence or criminally convicted.
  • You are not engaged in duties involving heavy manual work or any manual work with use or control of machinery or with exposure to extraordinary health, accidental or special hazard.

Can I get an instant quote from Aviva?

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

Which occupation class should I select?

You may select the occupation class based on the description provided below as well as on the portal. At the moment, we provide insurance for anyone who falls under occupation class 1 or 2 only.

Occupation class 1:
You are engaged in only indoor desk-bound administrative, clerical, executive, managerial or professional duties on land of a non-manual nature. E.g. Accountant, Actuary, Clerk, Dentist, Doctor, Housewife, Retiree, Salesperson etc.

Occupation class 2:
You are not in Class 1 and are engaged in duties on land involving light manual work without any use or control of machinery and with no exposure to extraordinary health, or accidental or special hazard. E.g. Hairstylist, Fitness gym instructor, store man etc.

We do not provide insurance if you are engaged in duties involving heavy manual work or any manual work with use or control of machinery or with exposure to extraordinary health, accidental or special hazard. 

If you are unsure of your occupation class or whether you are eligible to purchase, please call our Customer Services Department at 6827 9966 or contact us at personal_insurance@aviva.com.sg.

What is the difference between Personal Accident Lite, Personal Accident Standard and Personal Accident Plus?

The difference is in the maximum amounts payable per person in the event of a claim. Visit our product page and view the Summary of Cover and compare the amounts payable for each of the policy features, to help you choose the one that is right for you.

What does your personal accident insurance cover?

You can view the Summary of Cover and Policy Document on this page for details.

Are my children covered?

This policy automatically covers your children, as defined in the policy wording, for up to 20% of the applicable limits detailed on your Summary of Cover. There is no need to name your children under the policy. In the event of a claim, you will be required to produce any necessary supporting document(s) to support your claim.

Can I pay by monthly instalments?

No, we currently do not offer monthly payments.

How do I make a claim?

To make a claim, 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 claim enquiries, 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 personal accident insurance online or through our intermediaries.

Who underwrites your insurance?

Aviva Personal Accident insurance is underwritten by Aviva Ltd.

Does a No Claims Discount apply to personal accident insurance?

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

How long does my personal accident insurance run for?

The policy will normally remain in-force for 12 months from the date of commencement and is automatically renewed in the subsequent years, as long as correct premiums are received in full. You should review the level of benefit that you have chosen on a regular basis to ensure sufficient coverage for your needs.

Can you provide some examples of extraordinary health, accidental or special hazard?

Extraordinary health hazard include places such as working underground, chemical materials, explosive materials etc. 

Accidental hazard will include working at any distance 3 metres above ground level, cooking, welding, wood/timber working, handling electrical parts, working on slippery ground etc.

Special hazard include occupations such as pilot, air crew, fireman, policeman whereby the nature of the job will expose individuals to certain hazardous conditions.

Cover and Benefits

Am I covered for temporary disablement?

Temporary disablement is not covered under the standard policy package. However, if you have purchased the Weekly Temporary Disablement optional benefit, we will cover you for each complete 7-day period (up to 104 weeks) that you remain continuous disabled if you sustain any Accidental Injury that prevents you from attending to more than 50% of the normal duties of your gainful employment. Please refer to your policy wording for further details.

Am I covered for mobility aid and/or ambulance services due to or arising from my accidental injury?

Mobility Aid and/or Ambulance Services are not covered under the standard  policy package. However, if you have purchased the Mobility Aid and Ambulance Services Reimbursement optional benefit, we will cover you for reimbursement of ambulance services incurred as a direct result of your accidental injury and/or any equipment prescribed by your attending doctor to aid mobility. Please refer to our policy wording  for further details.

What optional benefits are available?

The following optional benefits are available:

  • Weekly Temporary Disablement Benefit
  • Mobility Aid and Ambulance Services Reimbursement

Please refer to our policy wording for further details.

Can I get instant personal accident insurance cover with Aviva?

Yes. If you satisfy the criteria for personal accident insurance listed in the Eligibility section above, you can purchase your insurance and make payment online. 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.

What type of permanent disablement am I covered for?

The policy covers you for disablements such as:

  • Total paralysis
  • Loss of sight
  • Loss of limb(s)
  • Loss of finger(s)
  • Loss of toe(s)
  • Loss of hearing
  • Loss of speech
  • Third degree burns

Please refer to our policy wording for further details.

Am I covered for medical expenses incurred for treatment of accidental injury?

The policy covers you for reimbursement of medical expenses incurred for treatment of your accidental injury. Please refer to our policy wording for further details.

Am I covered when I am outside of Singapore?

Yes, the policy covers you while you are outside of Singapore for no more than 182 days in any year.

Am I covered for accidental injuries due to sports?

You are covered for the following leisure activities if you take part in them on a recreational basis:

  • Archery (under supervision)
  • Badminton
  • Beach cricket
  • Bowls
  • Canoeing, kayaking and rafting (grades 1 & 2 only)
  • Clay-pigeon shooting (under supervision)
  • Curling
  • Cycling (no Bicycle Motor Cross, mountain biking or racing)
  • Fell walking
  • Fencing (protective gear must be worn)
  • Football
  • Fishing (no deep sea fishing)
  • Golf
  • Hiking (up to 2000 metres altitude)
  • Hill walking (up to 2000 metres altitude)
  • Horse riding/hacking (no hunting, jumping or polo)
  • Hot air ballooning (passenger only and organised through your tour operator)
  • Parascending (over water)
  • Pony trekking
  • Racquetball
  • Rambling (up to 2000 metres altitude)
  • Roller blading or skating (protective gear must be worn)
  • Rounders
  • Rowing (inland waters only)
  • Safari (camera only and organised through your tour operator)
  • Snorkeling
  • Squash
  • Swimming
  • Table tennis
  • Tennis
  • Trampolining
  • Trekking (up to 2000 metres altitude)
  • Tug of war
  • Volleyball
  • Water polo

Do you provide daily hospital allowance if I am confined as an in-patient in a hospital for the treatment of accidental injury?

The policy covers you for each complete 24-hour period, up to 30 days, that you are confined as an in-patient at a hospital for the sole purpose of treatment of your accidental injury. Please refer to our policy wording for further details.

How many Aviva Personal Accident Insurance policies can I buy?

Any individual can be insured under no more than one Aviva Personal Accident Insurance policy purchased online.

Do you cover disappearance?

If the scheduled ship, aircraft or train you travel on is involved in an accident causing it to sink, be wrecked or disappear and

  • we are informed of your disappearance within 90 days from the date of accident; and
  • your body is not found within one year from the date of accident unless a court order or official death certificate has established your death; and
  • there is sufficient evidence leading to the conclusion that you sustained an accidental injury causing your death,

we will pay for accidental death in accordance with the schedule of compensation under section 1, provided that any person to whom the benefit is paid signs an undertaking to inform and refund us the amount paid if You are subsequently found to be living.

Do you cover drowning or suffocation by smoke, poisonous fumes or gas?

If your accidental death, permanent disablement or accidental injury is caused by drowning or inhalation of smoke, poisonous fumes or gas, we will pay under the relevant section(s) up to the applicable limit detailed on the Summary of Cover. Please refer to our policy wording for further details.

Do you cover animal or insect bites?

The policy covers you for medical expenses incurred to treat animal or insect bites. However, medical conditions, illnesses, diseases, bacterial or viral infections arising from such bites are not covered (except for Dengue Fever and Zika Fever).

Do you cover food and drink poisoning?

Yes, the policy covers you for treatment of food and drink poisoning at a hospital or by a doctor if you suffer from them as diagnosed by a doctor.

Do you cover terrorism?

Yes, the policy covers you for accidental injury caused by act of terrorism, up to the applicable limit detailed on your Summary of Cover, provided you did not participate in or provoke such act(s) and you could not have avoided them. Please refer to our policy wording for further details.

I drive for hire or reward to earn a living. Am I covered under Aviva Personal Accident insurance?

No, we do not provide cover as driving for hire / reward as an occupation does not fall under our defined Occupation Class 1 or 2.

I drive a car to commute between home and my workplace, and in the course of my work not for hire or reward. Am I covered under Aviva Personal Accident insurance?

Yes, we provide cover under the policy as long as you drive in conformance to the Road Traffic Act or the like, and not for hire or reward.

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.

Do I need to tell you about my pre-existing condition(s)?

There is no need to inform us about your pre-existing conditions, but please note that they are not covered under the policy. Please refer to our policy wording for further details.

Do I need to provide you with details of my children to be covered under the policy?

No. This policy automatically covers your children, as defined in the policy wording, for up to 20% of the applicable limits detailed on your Summary of Cover. There is no need to name your children under the policy. In the event of a claim, you will be required to produce any necessary supporting document(s) to support your claim.

Claims

How long does it take to process my claim?

In order for our Claims Department to be able to assess the admissibility of a claim, it would depend on the completeness and timeliness of submission of all supporting documents. If all documents are in order, we would be able to settle your claim within 30 days, subject to the prevailing insurance laws and other relevant laws governing estates.

If I am admitted to a hospital overseas, am I still covered? How do I submit a claim?

Yes. If you are admitted to a hospital overseas due to an insured accident event, you are covered for any inpatient treatment up to the policy limit. You will need to settle the bill with the hospital first, then seek reimbursement from us upon return.

Can I choose to claim from Aviva Personal Accident despite having my company medical coverage?

If, at the time of any claim arising under this policy, there is any other insurance covering the same loss, damage or liability, we will only pay our share of the claim. This condition does not apply to benefits under Section 1, Section 3 and, if applicable, Section 5 of the policy.

For more information, please refer to our Personal Accident policy document.

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.

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 email address that contains a soft copy of your Aviva Personal Accident policy document, policy schedule, 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 schedule and policy document 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 or payment details. Our portal is compatible with most browsers. If you still face problems, please call our Customer Services Department at 6827 9966.

Existing customers

Will it affect my policy if I claim?

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

How are claims paid?

Claims are paid on a reimbursement basis.

Will my policy include any deductible/excess?

No.

How do I cancel my personal accident policy?

You may write to us at personal_insurance@aviva.com.sg to cancel your personal accident policy.

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

How do you calculate the cancellation refund?

You will be entitled to a refund of the premium paid pro-rated based on the period you have paid for but not received cover. 

For example, if you have purchased a policy at $100 for period 1 Jan 2015 – 31 Dec 2015 and wish to terminate the policy with effect from 15 Aug 2015, the refund will be $38.08.

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.

Can I renew my policy online?

There is no need to worry about renewal as the policy will be renewed automatically for each policy year if all premiums are duly received by us, unless we receive cancellation instruction from you.

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, and/or any of the situations listed below.

  • You remaining outside of Singapore for more than 182 days.
  • Change in your country of residence.
  • Change in any of your Occupation Class(es).
  • You having more than 12 demerit points on your driving license and/or Your driving license being revoked or suspended in the last 3 years.
  • You being compounded or charged in court for any non-traffic offence or having criminal convictions.
  • You being refused accident, financial protection, health, life or medical insurance, imposed with special conditions or having your policy cancelled or terminated.

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 your policies and make changes on your personal particulars.

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 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 
Email : info@fidrec.com.sg
Website : www.fidrec.com.sg
Fax : 6327 8488

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.

Renewals

When will I receive my renewal invitation?

There is no need to worry about renewal as the policy will be renewed automatically for each policy year if all premiums are duly received by us, unless we receive cancellation instruction from you.

Can I make changes to my renewal details?

 If you wish to make any changes to your policy e.g. change of plan, you may complete the “change of request” form and email to us at  personal_insurance@aviva.com.sg.

I received notification that my credit card deduction for the next policy year has failed. Can I make payment at your office?

Yes, you may make payment at our office if the policy has not lapsed yet. Alternatively, you may give us a call at 6827 9966 for us to assist you on other payment arrangements.

How will I receive my renewal policy document?

We will not be sending any renewed policy documents unless there is any change in coverage requested from you. On the other hand, in the event that we make any changes to the premiums, provisions, limits or coverage, we will write to you 30 days in advance and the changes will apply to you.