Instructions

How to claim?

1. If you are making an Own Damage or Third Party claim, you can approach our authorised workshops for their assistance to e-file your report.
2. You must submit your Own Damage claim within 14 days after a loss has happened.
3. Download a claim form and send to our office or email us at [email protected] for Windscreen claim.

What’s next?

1. We will acknowledge your claim within 3 working days
2. We will survey your vehicle and authorise repair within 1 working day if the details are in order

Windscreen Claims (Comprehensive cover only)

How to claim?

• For ExcelDrive Prestige Plan and Preferred Workshop Plan – you can go to any of our authorised workshops, manufacturer’s workshop or a workshop of your choice to repair or replace your damaged windscreen.
• For all other comprehensive plans, please proceed to the approved workshop assigned by Sompo.
• For minor damage, please call our authorised Windscreen Repairers to assess of the damage windscreen. They can carry out the repairs immediately if the damage is minor.
• For windscreen replacement, please bring your vehicle to the workshop, they will take photographs of the damage and submit to us with a quotation. We will authorise repair within 1 working day if all the details are in order.

What documents do I need to submit?

• Fully completed windscreen claim form.

Loss of Use Claims (Comprehensive cover only)

How to claim?

• Check your policy if you are entitled to Loss of Use (LOU) Benefits and the scale of compensation, when you are claiming the repairs of your vehicle against your own motor insurance policy.

What documents do I need to submit?

• Fully completed LOU Benefit claim form, within thirty (30) days upon completion of repair.

Own Damage Claims

• Report the accident at our Accident Reporting Centers with your vehicle within 24 hours or on the next working day and indicate your intention to claim the repairs against your policy.
• For ExcelDrive Prestige Plan and Preferred Workshop Plan, you may proceed to manufacturer’s workshop, a workshop of your choice or our authorised workshops for your repairs.
• For all other comprehensive plans, please proceed only to the approved workshop assigned by Sompo.
• Any excess applicable under your policy will be paid directly to the workshop.
• If you are still at the accident scene, you can call our 24 hours emergency Mobile Accident Response Service (MARS) @ 6226 3323 for accidents within Singapore.
• The MARS representative will come to the accident site within 20 minutes to help you to file an accident report and take photographs of the damage.
• Reimbursement for towing charges is only applicable for Own Damage claims and the amount is subject to policy limits.

Third Party Claims

Consider claiming Own Damage against your own policy if you have a comprehensive cover and the accident is clearly caused by you or your insured driver or if you require the repairs to your vehicle be carried out as soon as possible.

• Towing charges is not claimable under third party, fire and theft, and third party policies.
• If you require towing assistance, you can contact our authorised workshops directly or our Contact Centre at 6461 6555. After office hours, our Contact Centre Hotline will be redirected to our emergency towing service provider.
• Towing charges should be settled by you directly with the towing provider. 

How to claim against a third party

• Contact the third party’s insurer to conduct survey of your damaged vehicle.
• Write to the third party’s insurer with the amount that you are claiming. You should prepare the following documents:
  • Your Singapore Accident Statement / police report
  • Survey report with colour photographs of the damage
  • Final repair bill
  • Rental bill or taxi receipts, if any
  • Any receipts to evidence payment
• Let Sompo know that you are claiming against the third party and who is your workshop or representative helping you in the claim.
• Our authorised workshops can assist you in making a third party claim if the repair is handled by them and the accident is clearly not caused by you or your insured driver.

What to do when a third party claims against you

Let Sompo know as soon as possible of any event which is likely to give rise to a claim against you so that we can investigate the matter early.

• Do not admit liability or sign any document agreeing to pay for damages as this may make you personally liable for the damages
• Do not reply to any documents received from third parties and forward the documents to Sompo immediately for our follow up

Useful Information

If I am making a third party claim, do I have to pay for the repair cost first?

• Yes, you will have to pay the repair cost when you collect the vehicle. However, private arrangements can be discussed between the car owner and the workshop.
• Our authorised workshops can assist you in making third party claims if they repair your vehicle and the accident is clearly not caused by you or your insured driver.

What should I do if I am involved in a motor accident in Malaysia?

• You have to lodge a police report in Malaysia and have the vehicle towed back to Singapore for repair.
• If you are making an Own Damage, please arrange to tow your vehicle back to Singapore. If you do not have any contact, you can check with our authorised workshops if they are able to help you arrange the towing of your vehicle from Malaysia to Singapore.
• You will have to pay the towing fee upfront, reimbursement is only applicable for Own Damage claims and the amount is subject to policy limits.

What should I do when I receive a traffic summons or Writ of Summons?

• You must notify Sompo via our Contact Centre at 6461 6555 immediately upon receiving such documents. Any delay on your part may make it more difficult to handle the claim so pass any documents received to Sompo immediately.
• As the facts of an accident will be different from case to case we will need to evaluate each case on its own merits and handle the claims accordingly.