What to do in a vehicle accident
Vehicle claims information
Please notify us immediately after you discover damage to any windscreen or glass on your vehicle.
If you are entering into a private settlement to save on claim cost or protect your no claim discount (NCD), download this form and complete it. Please ensure the other party completes it too.
Aviva authorised workshops
Find one near you.
Using your preferred workshop
Ask your workshop to email the repair estimate to us at:
or fax 6829 1871
We'll send a surveyor to your workshop to assess the damage within 2 working days.
Tips on what to do when involved in a vehicle accident.
In a collision with injuries
Call the Police if anyone involved in the accident is injured
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
- Their company name if the vehicle is a company owned vehicle.
If you are able to, take photographs of the scene using a camera or mobile phone.
Vehicle Insurance Claims process
Call us at +65 6333 2222 to start the Vehicle Insurance Claims process.
Do not admit liability, sign any promissory note agreeing to pay for damages or allow any towing service to take your vehicle away.
Once you have captured the other parties' details, you need to call us to start the claims process. Our claims lines are open 24/7. If you need us, call us at +65 6333 2222 and the person taking your call will record all the details relating to your vehicle insurance claim and if necessary, Mobile Accident Response Service (MARS) will be dispatched to the scene of the accident or incident*. Otherwise, you can proceed to our Aviva Approved Repairer to file the accident report during office hours.
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 vehicle 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 vehicle cannot be driven in Singapore, we will arrange for it to be towed to the nearest appropriate Aviva Approved Repairer and arrange for transport to get you and your passengers to a destination of your choice within Singapore*.
If your vehicle is driveable, we will advise you of the nearest appropriate Aviva Approved Repairer and they will assist with your repair journey once you reach their workshop.
If your vehicle is repairable, our Approved Repairer will update you on the progress of your repair and on what day you can expect your vehicle to be returned to you.
If your vehicle is stolen and not recovered, or is not economical to repair, we will contact you and agree a market value for your vehicle 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 vehicle 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.
The Singapore Police Force website has the locations of all Police Stations and how you can lodge a report. Their website can be accessed via the link here.
*This does not apply for policy insured under Third Party Only. For policy insured under Third Party Fire and Theft, this applies only if the loss or damage is due to Fire and/or theft.
In all cases, you MUST report accidents to us within 24 hours of the occurrence or by the next working day at our accident reporting centre regardless if you intend to claim on your own policy, or whether your vehicle 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 vehicle 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 vehicle 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 vehicle accident, you must notify us immediately. Any delay on your part may prejudice your claim.
Vehicle claims framework
Not sure what is covered in your policy? Let us help you.
Benefits of Aviva's Vehicle Claims Service
- No deductible or excess to pay if we confirm the accident is not your fault.
- We don't make you pay for other people's negligence; we will pursue the responsible party for the recovery of all of our costs.
- Free accident recovery 24 hours a day, seven days a week, all year round.
- Vehicle repairs carried out at our Approved Repairers come with a free 12-month warranty.
Vehicle accident helpline
Our emergency hotline is open 24/7. Help at the scene of the accident within 20 minutes of your call in Singapore*. *This does not apply for policy insured under Third Party Only. For policy insured under Third Party Fire and Theft, this applies only if the loss or damage is due to Fire and/or theft.
Customer Service Hotline
Mondays to Fridays, excluding public holidays from 8:45 to 17:30