How insurance claims work in Singapore—and what documents you’ll need

From a minor fender bender to a life-changing medical emergency, the process of claiming insurance in Singapore can be stressful, especially if you’ve never done it before. And while most Singaporeans dutifully pay their premiums, few understand the actual mechanics of submitting a claim—until they’re under pressure to do so.

But insurance is not a goodwill arrangement. It’s a regulated financial contract—one governed by clear policy wording, legal duties, and eligibility criteria. And because Singapore’s insurance framework is tightly supervised by the Monetary Authority of Singapore (MAS), claimants have access to a fair and structured process—but only if they submit the right documents and follow the correct protocol.

This article breaks down how insurance claims work in Singapore—by policy type—and what you’re expected to submit. We also explore how claims are processed, what happens when claims are denied, and the role that dispute resolution and regulatory protections play in safeguarding policyholders.

When you buy an insurance policy in Singapore—whether life, health, motor, or property—you’re entering into a legally binding agreement. In exchange for premiums, the insurer agrees to compensate you (or your beneficiaries) if a specific event occurs. But the payout only happens if:

1. the event is covered under the contract terms,
2. you meet the submission requirements, and
3. you file your claim within the stipulated timeframe.

In other words, the burden of proof lies with the policyholder. Each insurer sets its own claim process, but the MAS Fair Dealing Guidelines require insurers to:

• Clearly state what documents are needed,
• Acknowledge receipt of claims promptly, and
• Process claims within a reasonable timeline.

The definition of “reasonable,” of course, varies depending on the complexity of the claim. Simple hospitalization reimbursements may be settled within 7 working days. Critical illness claims, however, can take over a month.

Each insurance type has its own requirements, but the core categories of documents are largely consistent: a completed claim form, supporting documentation proving the event, and verification of identity.

1. Health and Integrated Shield Plans

If you’re claiming from a hospitalization plan—like those from AIA, Great Eastern, Prudential, or through Medisave-linked Integrated Shield Plans (IPs)—you will generally need:

• Hospital discharge summary
• Final medical bills and invoices
• Referral letters from a general practitioner or polyclinic (if any)
• Diagnostic reports (e.g., CT, MRI, blood tests)
• Completed claim form, signed by both patient and doctor
• Policyholder’s and claimant’s NRIC or passport copies

For IPs, many private hospitals submit pre-authorization and claims directly via the Ministry of Health's Medical Claims Proration System (MCPS). However, patients should always keep copies for verification and appeals.

2. Critical Illness and Life Insurance Claims

These involve higher claim amounts and stricter documentation requirements:

• Certified true copy of diagnosis from a specialist (for CI)
• Detailed pathology reports or lab results
• NRIC/passport of claimant and insured
• Death certificate (for death claims)
• Original policy document (or a statutory declaration if lost)
• Proof of relationship (e.g., birth certificate, marriage certificate)
• Bank account details for payout

It’s worth noting that critical illness claims are among the most contested due to the precise definitions of illnesses. For example, a stroke or cancer diagnosis must meet the insurer’s specific clinical criteria—not just a doctor’s note.

3. Motor Insurance Claims

Motor claims are time-sensitive. You are required to report all accidents—regardless of whether you’re claiming—within 24 hours or by the next working day.
For claims submission:

• Accident report (lodged with your insurer or authorized workshop)
• Police report (if injury, third-party involvement, or public property damage)
• Photos of vehicle damage and accident scene
• Repair estimates or invoices
• Driver’s license and identity documents

Third-party claims (where you claim against another driver’s insurer) often require legal help or direct insurer negotiation.

4. Home Insurance Claims

For fire, flood, burglary, or renovation damage, claimants must submit:

• Police report (for theft or malicious damage)
• Incident report detailing cause and time
• Photographs of damage
• Repair quotes or receipts
• Proof of ownership (for high-value items)
• Tenancy agreement (if applicable)

Home policies typically include coverage caps per item and exclusions like wear-and-tear or unlicensed renovations. Claims must be filed quickly—often within 7 days of the incident.

Most insurers in Singapore provide a service-level standard of 7–14 working days for straightforward claims. But this depends on whether all documentation is complete.

General Timeline Guide:

• Health/hospitalization (pre- or post-approval): 7 to 14 working days
• Life/critical illness/death benefit: 14 to 30 working days (can extend for complex cases)
• Motor repair and reimbursement: 5 to 10 working days
• Home insurance/property damage: 7 to 21 working days

Delays usually stem from:

• Missing or inconsistent documentation
• Incomplete medical diagnosis or test reports
• Disputes over coverage definitions
• Requirement for second medical opinions or legal clarification

Some insurers offer claim tracking portals or mobile apps (e.g. Singlife, FWD, NTUC Income), but final approvals may still require backend underwriting review.

Rejection does not necessarily mean fraud or error—it often means that the claim fell outside the strict contractual terms. Common reasons include:

• Pre-existing conditions: Illnesses that were not disclosed at the time of policy purchase
• Excluded conditions: For example, cosmetic surgery, self-inflicted injuries, or overseas treatment
• Definition mismatch: Illness severity or type not matching the policy wording
• Late submission: Missed the reporting deadline (e.g., motor claims not reported within 24 hours)
• Non-disclosure or misrepresentation: If the policyholder withheld key health or financial information

Under MAS regulation, insurers are required to provide written justification when rejecting a claim. Policyholders can then request a review or file a complaint.

If you disagree with your insurer’s decision, you can approach the Financial Industry Disputes Resolution Centre (FIDReC). This is a non-court channel that handles disputes up to S$100,000 in claim value.

To qualify for FIDReC:

• You must have first lodged a complaint with your insurer and received a final response (or no response within 30 days)
• Claims must not already be under legal proceedings
• The incident must have occurred in Singapore or under Singapore insurance law

FIDReC proceedings are lower-cost, less formal, and designed to help individuals get fair treatment without needing legal representation. In more serious or systemic disputes, you may also file a complaint with MAS, especially if you suspect unfair business conduct, conflict of interest, or breach of fair dealing guidelines. While MAS does not settle individual disputes, it investigates systemic failures and can sanction insurers if misconduct is found.

Singapore’s insurance market is tightly regulated. Insurers must comply with:

• MAS’s Guidelines on Fair Dealing and Notice 307 (on insurance returns and claim disclosures)
• CPF Board rules (for CPF-linked policies)
• Ministry of Health’s panels and frameworks (for IPs and Medisave use)
• Sector-specific oversight (e.g., General Insurance Association for motor and home policies)

Claims must be handled transparently, and insurers are not allowed to delay or deny claims without reason. Many life insurers in Singapore are also members of the Life Insurance Association (LIA), which sets additional best practice guidelines for claims handling and medical underwriting.

Compared to many other countries, Singapore’s claims environment is:

• Faster: Thanks to digital claim submission, pre-authorization protocols, and central databases (e.g. MCPS)
• Stricter: Particularly in the definition of critical illness, pre-existing exclusions, and benefit payout caps
• More regulated: MAS plays an active role in consumer protection and systemic monitoring
• Less litigious: Dispute resolution is largely handled out of court through FIDReC, unlike in the US or UK where litigation is more common

However, Singapore’s high reliance on voluntary private insurance (especially for hospital and critical illness coverage) means consumers need to be far more proactive in understanding what they’re covered for.

For CPF members, some insurance plans are auto-enrolled, such as:

• Dependants’ Protection Scheme (DPS): Covers death, total permanent disability for working adults up to age 65
• Home Protection Scheme (HPS): Covers your HDB mortgage in case of death or disability
• MediShield Life: Basic national health insurance for all Singaporeans and PRs

These schemes are administered via CPF and require claimants to submit:

• Medical reports, claim forms (DPS, HPS)
• NRIC and proof of relationship (for death benefit)
• Hospital bills (for MediShield)

Claims are generally processed within 2–3 weeks, and appeals go through the respective scheme administrator (e.g., CPF Board or the insurer administering DPS, such as Great Eastern Life).

The time to understand your insurance coverage isn’t when you’re lying in a hospital bed or standing next to a wrecked car. It’s when you sign the policy—and every time it’s renewed.

Here’s how to make the claim process smoother:

• Read your policy wording carefully: Not just the benefits, but the exclusions and submission rules
• Know your insurer’s reporting deadlines: Especially for motor, travel, and hospitalization policies
• Keep your documents in order: Bills, scans, medical records, and digital copies
• Use pre-authorization if available: Especially for surgery or hospital admission
• Understand your panel: Some insurers only fully cover panel hospitals or clinics

In Singapore’s tightly governed insurance market, the system is designed to work. But it still depends on the individual doing their part—promptly, accurately, and completely. And when in doubt, ask for clarification before assuming coverage. Because when the need arises, the last thing you want is a missing form standing between you and your payout.