The new framework we implemented in 2015 further strengthened our claims service:

• Our claims teams now work as one bigger team, with more people working on claims.
• We've aligned the specialist and technical expertise of our claims examiners to the line of business and complexity of the claim, allowing each claim to be managed in a more efficient and proactive manner.
• Specialist administration teams handling administration and support functions, so that our claims examiners can remain focused on the technical management of the claim.
• There is greater contact between you and your claims examiner, enabling a more proactive and collaborative approach to claims resolution.

These changes, along with enhanced claims handling processes and technology, offer you more peace of mind when you need it most.

When you make a claim, it’s our opportunity to keep our promise to you. You can speak to your insurance agent/broker, download a claim form found above, or contact us directly regarding your claim.

Our expert team will handle your claim efficiently and professionally, helping you to recover from your loss as quickly as possible.

When settling a claim, speed and accuracy is important. We tailor our approach to each claim, looking for the best way to move the claim toward a fair resolution in the least possible time, while being sensitive to your needs.

Smaller, less complicated claims are handled through our routine or "fast-track" procedure, which allows for fast and efficient settlement. For this type of claim, all we need is brief pre-defined information to enable us to quickly assess the claim.  

For larger losses, when you make a claim with AIG, you have the advantage of dealing directly with the decision-maker, and you can rely on our team having specific knowledge and experience of local laws and practice.

Should you suffer a loss, written notice of claim should be given to us immediately.

A. We have listed the documents / information required for claims submission below.

Click here for Claims procedure and related documents for Business Travel Plan.

Click here for Claims procedure and related documents for Secondment Travel Plan.

• In order to help us deal with your claims expeditiously, you should provide all supporting documents to substantiate your claim.   
  
• Upon receipt of sufficient documents, we will assess your claim accordingly.
• We wish to inform you that the requirements listed are only indicative and not exhaustive and we may require additional information / documentation / proof to be furnished, depending on the circumstances of each case.

B. Overseas emergency needs

• If you are traveling overseas and require emergency assistance because of a sickness or an injury, you can make a collect call to the emergency assistance provider, AIGTA anytime anywhere in the world for assistance.
• For clients under our Secondment Plan/Business Travel Plan please call +65 6735 2221
  
• For clients under Corporate Assist Travel Plan please call +65 6734 5665

Personal Accident & Sickness Claims Procedure

Please note that the following procedure is only intended to be a guide. Each claim will be reviewed based on its own merits in accordance with the terms and conditions of the concerned policy. We reserve our rights to request for additional documents and/or information on a case by case basis.

To ensure expeditious claims processing, please observe the following guidelines:

1. All claims must be submitted using either the Personal Accident or Sickness Claim Form.
2. All fields must be completed to avoid any delay in claims processing.
3. You must give us written notice of your claim as soon as possible and, in any case, within 30 days after the occurrence of any event which may give rise to a claim under your policy.

For general claims enquiries, please call 6419 3000 from 9.00am to 5.00pm, Mondays to Fridays.

For Emergency Medical Assistance, please call our AIG Assistance Hotline at 6733 2221. (Please note that general claims enquiries will not be serviced at this number.)

Documentation required for claims under each benefit are as follows:

1. Accidental Death

• Certified true copy of death certificate
• Medical report form completed by treating doctor
• Detailed post mortem report/ autopsy report, or medical report if post mortem report/ autopsy report is not available
• Police report and findings on the alleged accident (if applicable)
• Copy of driver’s licence and certificate of auto insurance (if deceased was driving at the time of accident)
• Incident report lodged by the employer (if the accident is industrial or work related)
• Nominee’s identity card (if the insured has made a nomination under the policy) or copy of claimant’s identity card and proof of relationship (if the insured has not made any nomination under the policy)
• Letter of Administration or Probate (this is only applicable if the insured has not made a nomination under the policy)

2. Accidental Permanent Disablement

• Police report and findings on the alleged accident (if applicable)
• Attending physician’s statement completed by the treating doctor
• All available medical reports or any other document to substantiate the claim
• Medical Specialist Report confirming the Permanent Disablement Accident report lodged by your employer (if the accident is industrial or work related)

3. Accident Medical Reimbursement

• Original final medical invoices and receipts (as proof of payment)
• Police report for road traffic accidents or other accidents (if applicable)
• Accident report lodged by your employer (if the accident is industrial or work related)
• Certified true copy of medical report or Attending Physician’s Statement by treating doctor (medical report fees are borne by you as the claimant)

4. Hospital Confinement Benefit

• Police report for road traffic accidents or other accidents (if applicable)
• Accident report lodged by your employer (if the accident is industrial or work related)
• Certified true copy of medical report or Attending Physician’s Statement by treating doctor (medical report fees are borne by you as the claimant)
• Copy of hospitalisation bills

5. Fracture Benefit

• Certified true copy of medical report or Attending Physician’s Statement by treating doctor, indicating the type and location of fractures (medical report fees are borne by you as the claimant)
• Police report for road traffic accident or other accidents (if applicable)
• Accident report lodged by your employer (if the accident is industrial or work related)

6. Repatriation of mortal remains

• Please note that in accordance with the policy terms, we will only pay for covered expenses if the services of AIG Assistance or an authorised representative of AIG Assistance is utilised to make the necessary arrangements for the return of the Insured’s mortal remains
• Please call our AIG Assistance Hotline at 6733 2221 for assistance

To ensure prompt processing of your claim, it is important that you submit a completed Claim Form together with the applicable documents to our Claims Department.

Please contact us at 6419 3000 so that we may appoint an examiner to look into the matter if warranted.

• It is the insured’s responsibility to take relevant measures to minimise any loss and or damage.
• Do not dispose of damaged items without our approval. If possible, take photographs of the damaged items.
• Please do not admit liability without our consent.
• Please submit the Claimant’s letter of intention to claim, writ of summons etc. immediately upon receipt. For writ of summons, please submit immediately as an appearance must be entered within 8 days of service of the writ.

A. Documents / information required for claims submission

• You should provide written notice, including details of the claim or circumstances that may reasonably be expected to give rise to a claim. This written notice should specify the reasons for the claim, or anticipating a claim, with full details of the dates and persons involved.
• You should supply copies of all relevant documentation including claimant's demand letter, writ of summons, statement of claims,  notice of interview by the regulatory authorities (e.g. CPIB,CAD), charge sheets, chronology of events, correspondence between you and the claimant.
• If defence lawyers are retained, you should notify us of the hourly rates charged by them, and provide a copy of their curriculum vitae (CV) and the budgeted costs of the defence, legal opinion advising on the merit of the claim, etc.
• You should provide copies of legal invoices and detailed narratives for any defence costs incurred.
• You should be prepared to supply any other information or documentation that we may request.

B. Notification Procedure

• You should notify us as soon as you/insured become aware of a claim or circumstances that may give rise to a claim.
• You should provide us with written notice of any claim first made against you/insured as soon as practicable and within the policy period or discovery period (if applicable).
• We will acknowledge receipt of the notification in writing.
• We will review the information provided and determine if it is sufficient for us to determine policy liability. During this process, we may request additional information or documentation from you.
• We may appoint an investigator, examiner or lawyer to investigate the events and circumstances leading to the claim.
• If the information provided or discovered is sufficient, we will communicate our decision of coverage position to you in writing
• You have the duty to defend a claim.
• You must not admit liability or enter into any settlement or incur defence costs without our prior written consent.
• In the event that a claim involves both covered matters and matters not covered under this policy, we will make a fair and proper allocation of any defence costs, judgments and/or settlements.

A. Documents / information required for claims submission

• You should provide written notice, including details of the claim or circumstances that may reasonably be expected to give rise to a claim. This written notice should specify the reasons for the claim, or anticipating a claim, with full details about the dates and persons involved.
• You should supply copies of all relevant documentation including claimant's demand letter, writ of summons, statement of claims,  chronology of events, correspondence between you and the claimant.
• If defence lawyers are retained, you should notify us of the hourly rates charged by them, and provide a copy of their curriculum vitae (CV) and the budgeted costs of the defence legal opinion advising on the merit of the claim, etc.
• You should provide copies of legal invoices and detailed narratives for any defence costs incurred.
• You should be prepared to supply any other information or documentation that we may request.

B. Notification Procedure

• You should notify us as soon as you/insured become aware of a claim or circumstances that may give rise to a claim.
• You should provide us with written notice of any claim first made against you/insured as soon as practicable and within the policy period or discovery period (if applicable).
• We will acknowledge receipt of the notification in writing.
• We will review the information provided and determine if it is sufficient for us to determine policy liability. During this process, we may request additional information or documentation from you.
• We may appoint an investigator, examiner or lawyer to investigate the events and circumstances leading to the claim.
• If the information provided or discovered is sufficient, we will communicate our decision of coverage position to you in writing
• You have the duty to defend a claim.
• You must not admit liability or enter into any settlement or incur defence costs without our prior written consent.
• In the event that a claim involves both covered matters and matters not covered under this policy, we will make a fair and proper allocation of any defence costs, judgments and/or settlements

Insurance covering for loss and/or damage of cargo whilst it is in transit from one country to another. Shipments can be via Sea, Air, Courier or Truck. Policies are tailored to suit individual Insured's needs. Coverage can be provided for an all risks (ICC A) or named perils (ICC C) basis.

A. Documents / information required for claims submission

• Your insurance policy or certificate or monthly declaration, whichever is applicable
• The commercial invoice, packing list, B/L (MAWB/HAWB) with terms and conditions
• If we do not assign a surveyor, you should provide a survey report or photographs to demonstrate the damage.
• Digital photographs are acceptable and can be sent to us via email
• Copy of claim letter addressed to liable party (airline/forwarder/shipping company)
• Statement of claim/salvage value/repair cost, if applicable
• Delivery documents with exceptions duly marked -- quantity/weight/description of cargo damage
• Other documents and/or information, if required

B. Useful Notes

Goods damaged or missing while taking delivery

• When you accept delivery, the goods and/or carrying container(s), as well as container seals should be externally examined at the site. If there are visible signs of damage, do not sign a clean receipt. You should note any visible or likely damage on the receipt and immediately inform the carriers in writing of their liability. You should then advise your insurance agent, broker, us, or the surveyor named in the insurance certificate, and provide copies of cargo receipts, loss notifications, and correspondence between you and the carrier and/or the carrier's agents.
• Goods that have been delivered without any apparent external irregularities should be unpacked as soon as possible and you should check for any concealed loss or damage. If loss or damage is discovered, document this, if possible, with digital photographs. Retain all shipping containers and packing materials for later inspection and documentation.
• If your claim involves water damage, you and/or the consignee should separate the damaged goods from the undamaged goods as soon as possible to prevent further water damage.
• Should an entire package go missing, the delivery receipt must be marked accordingly. Also, secure other substantiating evidence from the forwarder or carrier and inform them in writing without delay, of the loss. Include in this communication your intention to hold the forwarder or carrier liable for the loss. Do not sign a clean receipt if there are any irregularities or suspected irregularities. If you are required to sign a receipt, clearly describe the irregularities in writing on the receipt next to your signature.
• If damage or loss occurs during the transit, a claim letter should be filed. Written notice of loss should be given to carrier or forwarder or carrier's local representative within 3 days (by sea) or 14 days (by air) of cargo delivery.
• At all times, it is your duty to take reasonable measures to avert or minimize loss amount and to ensure that all rights against carriers, bailees or other third party are properly preserved and exercised.

Appointment of surveyors

• If the loss amount does not exceed US$2,000, no survey is necessary. You need to only provide photographs that demonstrate the severity and extent of the damage. Be sure your photographs record both the external damage to the packaging and the interior damage to the cargo.
• When the loss amount (as opposed to the affected cargo value) exceeds US$2,000, a survey is necessary. Please report such damage to our office without delay. We will assign a surveyor and pay the survey fee.

A. Documents / information required for claims submission

• A completed claim form with a full description of the incident.
• Photographs showing the extent of the damage and the point of entry into and exit from the premises (for burglary claims only).
• Digital photographs are acceptable.
• The original loss/damage report from the police or other relevant authorities.
• Original supporting documents showing the value of the lost or damaged item(s).
• The original repair quotation(s), if the damaged property can be repaired.
• The original purchase receipt(s) and replacement quotation(s), if the damaged property needs to be replaced.
  

B. Useful Notes

• Please retain all damaged property available for our inspection upon our request.

Work Injury Compensation Claim Notification Procedures

 

1. Online - For a faster and more streamlined claims process, we recommend you submit your claim online. Visit this page to submit your claim. Check the list of required supporting documents below and upload them with your claim submission.

 

2. Printed Document Submission Process

• Download and complete the AIG Work Injury Compensation Claim Form
• Attach a copy of the iReport* that was submitted to the Ministry of Manpower (MOM) (Please visit www.mom.gov.sg/ireport)
• Send both documents to us within 10 days of the work related injury or illness at:

AIG Asia Pacific Insurance Pte. Ltd.
Claims Department
AIG  Building
78 Shenton Way, #09-16
Singapore 079120

3. Required Claim Supporting Documents

This is a list of the basic documents that should be submitted along with the AIG Work Injury Compensation Claim Form and iReport. Complete documentation will assist our claims team in the claims assessment.

• Medical bills and medical certificates
• Copy of the Inpatient Discharge Summary (if the injured employee is hospitalised)
• Copy of the doctor’s memo (if the injured employee is seeking outpatient medical treatment)
• Copy of the injured employee’s work permit (if applicable)
• Copy of the Death Certificate (if applicable)

Reporting:

If employee was injured in a work accident or contracted a disease due to work exposure to biological / chemical agent resulting in any of the following:

What to Report	When to report
Death	Notify the Commissioner
	File incident report (iReport) within 10 days of accident
Outpatient Leave / Hospitalisation Leave / Light Duty Leave Occupational Disease (List of Occupational Disease)	File incident report (iReport) within 10 days of employer's first notice of accident

For more information about work accident reporting, reporting requirements and how to submit a report, visit the MOM website at www.mom.gov.sg.

A. Documents / information required for claims submission

• You should immediately report your claim in writing to our claims department, together with all appropriate documents. The following information should be included:
  • Policy number
  • Description of the product involved
  • How, when and where the accident took place
  • The names, addresses and contact numbers of the claimant
  • The nature and extent of any injury or damage and location of the accident
• If the product is supplied by another company, you should also submit a copy of the purchase contract between you and the supplier, as well as the address, fax number and the insurance details of the supplier

B. Useful Notes

• When you receive a product liability claim:
  • You should acknowledge receipt of claimant or vendor's notification of the claim
  • You should not admit liability, assume any obligation, or make any offer or payment without our prior written consent
• If you receive summons or legal papers:
  • You should immediately record the specifics of the claim and the date received
  • You should not reply, admit liability, assume any obligation, or make any offer or payment without our prior written consent
  • You should immediately notify us and send us the original summons and other documents
  • You should provide the contact details of your company’s representative
  • You should cooperate with our investigation, settlement or defence of the lawsuit
  • You should assist us, upon our request, in the enforcement of any right against any person or organization which may be liable to you because of the injury or damage to which this insurance may also apply

Claim Submission
You can submit your claims online or via mail.

Online Claim Submission
Please go to www.henner.com/aig/apac and upload a copy of these scanned documents:

• Completed claim form (including Section C)
• Itemized paid invoices and receipts
• Letter of prescription (for prescribed drugs)
• Referral letter (if applicable)
• If you have lodged a claim from any other insurers, please include a copy of the settlement letter

Please keep all the original claims documents for two years from the date of submission of the claim, as we may require them for verification.

Mail
Please download the PROHealth Claim Form and mail it to PROHealth Claims Team at Henner - GMC Services Asia Pacific Pte Ltd, together with these documents:

• Completed claim form (including Section C)   
• Original itemized paid invoices and receipts
• Letter of prescription (for prescribed drugs)
• Referral letter (if applicable)
• If you have lodged a claim from any other insurers, please include a copy of the settlement letter

Mail to:
Attn: PROHealth Claims Team
Henner – GMC Services Asia Pacific Pte Ltd
137 Telok Ayer Street, #07-01/02/03
Singapore 068602

For detailed claims instruction, please click here.

Direct Settlement Service for Outpatient Services

1. Please visit www.henner.com/aig/apac for the Henner - GMC Medical Network list
2. Download and print your Henner - GMC Direct Settlement card (your Henner - GMC Direct Settlement card is valid for 6 months)
3. Present your Henner - GMC Direct Settlement card, your Henner – GMC membership card and a photo ID to the medical provider under the Henner - GMC Medical Network list

Please note that cashless facility is available only for payable items indicated on the Direct Settlement card.

You are required to pay for any care not covered under the Direct Settlement Service. For care covered under your policy but excluded from this service, please refer to this link to submit claim.

For more details on Direct Settlement Service, please click here. 

Letter of Guarantee / Prior Agreement for Hospitalization Services

The Prior Agreement Form must be completed 10 days prior to the date scheduled for hospitalization and sent to:-

AIG Asia Pacific Insurance Pte. Ltd. (c/o Henner - GMC)
Email: aig.apac@henner.com
Fax: +65 6751 5047

In the event of a medically justified emergency, the Prior Agreement Form must be submitted within three days following admission. If Henner - GMC approves the hospitalization, it will issue, on behalf of AIG, a guarantee of direct payment, to the designated hospital.

Public Liability

A. Documents / information required for claims submission

• A completed liability claim form with a full description of the incident
• The incident report, witnesses' statements and details of any remedial action taken, if available
• A copy of the police report, if available
• The third party's name and contact details, if available
• Photographs showing the location of the accident and the extent of injury and/or damage sustained by any third party.
• Digital photographs are acceptable
• Any third party's letter, claim, writ, summons  shall be forwarded to us immediately

B. Useful Notes

• You should not admit liability, assume any obligation, or make any offer or payment without our prior written consent
  
• You should cooperate with our investigation,settlement or defense of the lawsuit
• You should assist us, upon our request, in the enforcement of any right against any person or organization which may be liable to you because of the injury or damage to which this insurance may also apply.

A. Documents / information required for claims submission

• You should provide written notice, including details of the claim or circumstances that may reasonably be expected to give rise to a claim. This written notice should specify the reasons for the claim, or anticipating a claim, with full details about the dates and persons involved.
• You should supply copies of all relevant documentations including claimant's demand letter, writ of summons, statement of claims, judgment, chronology of events, correspondence between you and the claimant, legal opinion advising on the merit of the claim, etc.
• If defence lawyers are retained, you should notify us of the hourly rates charged by them, and provide a copy of their curriculum vitae (CV) and the budgeted costs of the defence
• You should provide copies of legal invoices and detailed narratives for any defence costs incurred
• You should be prepared to supply any other information or documentation that we may request

B. Notification Procedure

• You should notify us as soon as you/insured become aware of a claim or circumstances that may give rise to a claim
• You should provide us with written notice of any claim first made against you/insured as soon as practicable and within the policy period or discovery period (if applicable)
• You may also provide us with written notice of any circumstances that may reasonably be expected to give rise to a claim
• We will acknowledge receipt of the notification in writing
• We will review the information provided and determine if it is sufficient for us to determine policy liability. During this process, we may request additional information or documentation from you.
• We may appoint an investigator, examiner or lawyer to investigate the events and circumstances leading to the claim
• If the information provided or discovered is sufficient, we will communicate our decision of coverage position to you in writing
• You have the duty to defend a claim
• You must not admit liability or enter into any settlement or incur defence costs without our prior written consent
• In the event that a claim involves both covered matters and matters not covered under this policy, we will make a fair and proper allocation of any defence costs, judgments and/or settlements