Overview

Unexpected events are by definition unforeseen and surprising. However, with insurance cover from QBE, you can be assured of prompt and efficient claims service. We strive to meet your unique needs, whenever and wherever a loss occurs. While different claims may ultimately require different processes and different types of claim forms being completed, there are some common basic steps to be aware of when you lodge any type of claim. For the most efficient and effective outcome to your claim, you will need to follow these basic steps outlined on this site.

For queries, you may contact our claims department or approach your insurance adviser/broker for assistance.

QBE Claims Philosophy

As an insurance company, we expect to pay claims. Our premiums reflect the degree of risk and the probability of a claim and the terms of cover provided. In general, the wider the cover provided, the higher the premium. So if your policy covers the exposure, we will respond to a valid claim. That's why it is important for you to seek the advice of an insurance broker or agent and to read the policy wording to ensure the cover meets your expectations before entering into your insurance contract.

How to Make a Claim

Claims Management Expertise

The QBE Singapore claims services team provides claims management expertise in the areas of conventional and specialist insurance. We strive to deliver a range of consistent and professional claims services to our clients.

Our team has a wealth of experience in the local market and a solid knowledge of claims handling and processing. Our service can help you or your business get back to normal in the shortest possible time.

To make a claim, please click on the following indexes to quickly access the product specific claims instructions and information, as well as the forms that you need. You can also ask your insurance agent or broker for assistance.

Business Products
Commercial Property / Fire Group Travel
Commercial Motor Marine
Dental/Medical Professional Liability
General Liability Trade Credit & Surety
General Accident Work Injury Compensation
Group Personal Accident

Personal Products
Dental/Medical Personal Travel
Domestic Property / Fire Pleasure Craft
Personal Accident Personal Motor

What to do when faced with a loss - Fundamental Principles:

Notify Early

Length of Time to Settle

Claim Forms

Selecting your claim form

Please click on the relevant indexes below for a copy of the claim form (PDF format). Alternatively, ask QBE Singapore claims department or your insurance agent/broker to send you the required claim form.

Business Products
Commercial Property / Fire Directors & Officers / Association
Dental/Medical Professional Indemnity / Medical Malpractice
General Liability Group Travel
General Accident Work Injury Compensation
Group Personal Accident

Personal Products
Dental/Medical
Domestic Property/Fire
Personal Accident & Health
Personal Travel

Submitting Your Claim Form

When you lodge your claim form, we will need a signed declaration. For that reason, you should print out your selected claim form and submit in hardcopy, duly signed by mail or fax. Alternatively, you can also scan your completed and signed claim form and send it via email to our claims department.

We will advise you on the progress of your claim through your insurance broker/agent or directly.

Business Products

Commercial Property/Fire Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Commercial Property & Fire Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for selected claims

Claims Main Action and/or Supporting Document Required
Commercial Property/Fire Claims
  • Complete the Claim Form, duly stamped and signed by Company / Insured
  • Submit the following documents:
    • Photographs of damaged items
    • Quotations for repairing / replacing damaged items, or purchase invoice of damaged items
    • A copy of police report in respect of the stolen items, including money
    • Documentary proof of loss (including monetary loss) such as petty cash vouchers, accounts statement, etc.
    • Any other documents that will help support the claim

Please click here for a copy of the Claim Form.

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Commercial Motor

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Commercial Motor Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and/or Supporting Document Required
Commercial Motor Claims
  • In the event of a claim, please report non-injury accident at any of our authorised workshops also referred to as our "authorised reporting centres" with your vehicle within 24 hours from the time of accident.
  • Call any of our authorised workshops for towing assistance if necessary, towing service is ONLY applicable for:
    (a) Insured with Comprehensive Cover
    (b) Insured with third party cover, who is NOT at fault in the accident
  • Duly complete the Singapore Accident Statement Form, in which a clear sketch of the accident is to be provided at our authorised workshops
  • File a Traffic Police Report (for accidents involving injury, government property, foreign registered vehicle and hit and run cases only)
  • Insured is to have the following documents ready when reporting at our authorised reporting centres:
    (a) Certificate of Insurance
    (b) Driver's licence of the driver involved in the accident
    (c) Company's stamp for commercial vehicles
  • When the accident involves a third party, where possible, obtain the "third party's particulars" comprising the following:
    • Vehicle number
    • Name/NRIC no./address/contact no. of driver
    • Insurance company of the third party vehicle
    • Name/NRIC no./address/contact No. of witness and witness statement, if available
    • Photographic images revealing damage to own vehicle and that of third party
    • Photographic images of the accident scene, where available
  • Our authorised workshops will be able to assist our Insured to formulate a property damage claim against the third party, provided the latter is NOT to be blamed over the accident and where available evidence is clearly in his / her favour.

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General Liability Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of General Liability Insurance.

Public/Product Liability

The ability of your policy to respond to the financial exposure is important. QBE Liability Risks policies provide cover for the costs of:

Equally as important is the specialist expertise that will be applied to managing your claim – locally, regionally and internationally.

Our QBE Liability Risks team is a group of highly knowledgeable and experienced professionals, who take pride in providing extremely high standards of claims management service to both insurance advisers and clients. They offer many years of experience in liability underwriting and claims management for local, regional and global companies.

If you have a liability insurance policy with QBE and believe that an incident may give rise to a claim under your policy, please contact your insurance adviser as soon as possible to discuss the situation and the next steps that you will need to take to report the claim.

Claims Process

The table below lists the main supporting documents that you need to supply for selected claims

Claims Main Action and / or Supporting Document Required
General Liability Claims
  • Complete the Claim Form, duly stamped and signed by Company / Insured
  • Do not admit liability, rather refer all correspondences to us for our response
  • Submit the following documents:
    • Police report, if available/applicable
    • Witness statements, if available/applicable
    • All third party correspondence, such as letter of demand or Writ of Summons
    • Photographic evidence and/or any other evidence which may assist in the defence of the claim

Please click here for a copy of the Claim Form.

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General Accident Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of General Accident Insurance.

Claims Process

Burglary, Money, Plate Glass, Golfer, Fidelity Guarantee

The table below lists the main supporting documents that you need to supply for selected claims

Claims Main Action and / or Supporting Document Required
General Accident Claims
  • Complete the Claim Form, duly stamped and signed by Company / Insured
  • Submit the following documents:
    • Photographs of damaged items
    • Quotations for repairing / replacing damaged items, or purchase invoice of damaged items
    • A copy of police report in respect of the stolen items, including money
    • Documentary proof of loss (including monetary loss) such as petty cash vouchers, accounts statement, etc.
    • Any other documents that will help support the claim

Please click here for a copy of the Claim Form.

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Group Personal Accident

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Group Accident & Health Insurance.

Claims Process

Group Accident

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
Group Accident Claims
  • Complete the Claim Form, duly stamped and signed by Company / Insured
  • Submit the applicable documents from the following list:
    • Original medical bills for medical claims
    • Original medical certificates for Temporary Total / Partial Disablement
    • Payslips / salary vouchers during the month of the accident
    • Death Certificate, autopsy report, Coroner's findings
    • Inpatient discharge summary / medical report from your attending doctor
    • Traffic Police report

Please click here for a copy of the Claim Form.

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Dental/Medical claims

The table below lists the main supporting documents that you need to supply for each selected claims:

Claims Main Action and / or Supporting Document Required
Medical Claims Outpatient
  • Completed Claim Form (Page 1)
  • Original tax invoice
  • Copy of referral letter for first visit to specialist
  • Copy of I/C/work permit/passport
  • Copy of valid student pass for children above 19 years old
  • Read and complete Section E (Page 3)
Medical Claims Inpatient (Hospitalisation/Surgery)
  • Completed Claim Form (Page 1)
  • Completed Page 2 of claim form (applicable to hospitalisation/surgery at private/overseas hospital/clinic)
  • Original final detailed hospital tax invoice
  • Copy of inpatient discharge summary/pre-admission authorisation form (applicable to hospitalisation/surgery at government/restructured hospitals)
  • Copy of all investigation results/report
  • Copy of valid student pass for children above 19 years old
  • Copy of I/C/work permit/passport
  • Copy of police report for claims involving road traffic accident
  • For special grant/repatriation benefit
    • Copy of death certificate
    • Copy of permit to export
    • Original receipt for expenses incurred for repatriation
  • Read and complete Section E (Page 3)
Dental Claims
  • Complete all sections and return this form to the Company together with original copies of detailed and itemised bills
  • Read and complete Section 5 (Page 3)

Supporting documents required for submission with claim forms:

Please click here for the respective claim forms:

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Group Travel Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Group Travel Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for each selected claims:

Claims Main Action and / or Supporting Document Required
Section 1 - Medical & Additional Expenses
  • Original medical bills
  • Inpatient Discharge Summary / medical report from your attending doctor
  • Proof of relationship (Birth Certificate and Marriage Certificate) - in event of compassionate visit by relative / friend when the Insured Person is hospitalised for more than five (5) consecutive days as a result of serious injury or sickness
  • Original receipts for travel and accommodation expenses pertaining to extension of stay as a result of serious injury or sickness
Section 2 - Medical Emergency Evacuation including Medically Supervised Repatriation & Repatriation of Mortal Remains (UNLIMITED)
  • To call IPA Hotline +65 6322 2688
    (a) In the event of a serious injury or sickness requiring repatriation, IPA will organise for emergency transport
    (b) In the event of death, IPA will organise for the transportation of the mortal remains to the airport in Singapore or burial overseas, provided such costs shall not exceed the cost of transportation of mortal remains
Section 3 - Overseas Hospital Confinement Benefit
  • The policy will pay up to the limits applicable to the selected plan as specified in the Schedule for Overseas Hospital Confinement due to injury or sickness sustained whilst overseas. Payment shall be made after the period confinement in an overseas hospital, subject to the following exclusions:
    (a) Pre-existing condition;
    (b) Surgery or medical treatment, which in the opinion of the medical practitioner treating you can be reasonably delayed until your return to Singapore
Section 4 - Accidental Death & Permanent Total Disablement
  • Police Report / Hotel Management's Report / Witnesses' Statements
  • Death Certificate, Autopsy Report, Coroner's findings
  • Proof of relationship (Birth Certificate and Marriage Certificate)
  • Inpatient Discharge Summary / medical report from your attending doctor
Section 5 - Baggage & Personal Effects
  • Baggage Irregularity Report and / or photographs of damaged items
  • Original purchase invoices of damaged / lost items
  • Original repair bills for damaged items
  • Original warranty cards (for electronic items)
  • Original purchase invoices of replacement items
  • Outcome of claim against the airline / third party concerned
Section 6 - Baggage Delay
  • Letter from the airline confirming the date of restoration of baggage
Section 7 - Money & Travel Documents, including Unauthorised Use of Credit Cards
  • Police report
  • Original receipts for replacement of travelling documents
  • Original receipts for additional travel and accommodation expenses incurred for the purpose of obtaining replacement documents
Section 8 - Loss of Deposits & Cancellation Charges, including Curtailment Expenses
  • Written advice from attending medical practitioner to cancel / curtail trip (in event of trip cancellation)
  • Original invoice / receipt for charges incurred in amending or purchasing additional air ticket
  • Original invoice and refund statement from the travel agency
  • Letter from travel agency indicating breakdown of the trip not utilised
  • Itinerary
Section 9 - Travel Delay, including Missed Travel Connection
  • Letter from the airline confirming duration and reason for flight delay

Please contact the claims services Team should you have further enquiries.

Click here for a copy of the Claim Form.

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Marine Claims

This section provides information on the steps required and the documents needed when you submit a claim to QBE Singapore in the area of Marine Insurance.

Claims Process

Please begin by contacting the settling agent named in the insurance policy or certificate immediately to conduct a survey in the event of a cargo or commercial hull claim. Alternatively, you may contact the QBE Singapore claims services team

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
Cargo Claims
  • Contact the settling agent named in the insurance policy or certificate to conduct a survey.
  • File a claim in writing to the carriers, forwarders, bailees or other concerned parties for any missing or damaged packages.
  • Take reasonable measures to avert or minimise loss to the remaining cargo.
  • Take proper care of the damaged cargo and keep any salvage.
  • Provide the following documents without delay:
    • Original policy or certificate of insurance
    • Original or copy of the shipping invoices, together with shipping specification and/or weight notes
    • Original bill of lading and/or other contract of carriage
    • Survey report or other documentary evidence to show the extent of the loss or damage
    • Loading account and weight notes at final destination
    • Correspondence exchanged with the Carriers and other Parties regarding their liability for the loss or damage
Hull Claims
  • Report the accident to the port authorities, when appropriate.
  • Do not negotiate, settle, or admit any liability to a third party, and do not waive any right against any other parties.
  • Safely berth the vessel for inspection and/or investigation.
  • Provide the following documents without delay:
    • Sea Note of Protest and/or Statement of Fact issued by Master
    • Ship Particular
    • Deck Log Book
    • Engine Log Book
    • Classification Certificate (Hull) (including visa overleaf)
    • Classification Certificate (Machinery) (including visa overleaf)
    • Loadline Certificate
    • International Tonnage Certificate
    • Certificate of Nationality
    • Cargo Ship Safety Equipment Certificate
    • Cargo Ship Safety Construction Certificate
    • Cargo Ship Safety Radio Certificate
    • International Oil Pollution Prevention Certificate
    • Latest Competency Certificate of Master, Chief Officer and Chief Engineer
    • Sailing Permit from the Latest Port
    • Latest Docking Report
    • Latest Crew List
    • Photographs of damages
    • Quotation/Invoices from Ship Repairer(s)

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Professional Liability Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team.

As the legal and regulatory environments place increased levels of compliance on organisations today, the risks in this area keep getting more complex. and cover more countries. This can results in increased liability risks and exposures, both in terms of size and number.

The ability of your policy to respond to such financial exposure is important. Equally as important is the specialist expertise that will be applied to managing your claim – locally, regionally and internationally.

The evolving litigious nature of the business world today means claims are becoming more complex, leading to an escalation of defence costs.

However, QBE seeks to use the best legal defence experts to obtain a successful result for our clients. QBE Professional Liability policies deal with cover for the costs (incurred with QBE's consent) of:

Claims Process

Do not admit liability prior to our written consent but refer all correspondence to us for our response. QBE Singapore claims services team will discuss the situation with you and the next steps you will need to report the claim.

Please click here for a copy of the claim form for the respective classes

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Trade Credit Claims

For Trade Credit Claims, please contact QBE Singapore Trade Credit service team when you lodge claims in the area of specific to Trade Credit & Surety Insurance.

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Work Injury Compensation Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Work Injury Compensation Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for each selected claims:

Claims Main Action and / or Supporting Document Required
Work Injury Compensation Claims
  • Complete the Claim Form, duly stamped and signed by Company / Insured, together with I-Report (MOM)
  • Submit the following documents:
    • Work Permit / Identity Card of the injured worker
    • Original medical bills and receipts / Original Medical Certificates
    • Inpatient Discharge Summary
    • Pay slips for the injured worker for the past 12 months before the date of accident
    • Copy of Contract Agreement entered between the main contractor and sub-contractor (for project cases)
    • Copy of main contractor's Work Injury Compensation Policy and Name of Insurer
  • Advise the total number of working days per week for injured worker
  • Confirm date injured worker returned to work

Click here for a copy of the Claim Form.

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Personal Products

Dental/Medical claims

The table below lists the main supporting documents that you need to supply for each selected claims:

Claims Main Action and / or Supporting Document Required
Medical Claims Outpatient
  • Completed Claim Form (Page 1)
  • Original tax invoice
  • Copy of referral letter for first visit to specialist
  • Copy of I/C/work permit/passport
  • Copy of valid student pass for children above 19 years old
  • Read and complete Section E (Page 3)
Medical Claims Inpatient (Hospitalisation/Surgery)
  • Completed Claim Form (Page 1)
  • Completed Page 2 of claim form (applicable to hospitalisation/surgery at private/overseas hospital/clinic)
  • Original final detailed hospital tax invoice
  • Copy of inpatient discharge summary/pre-admission authorisation form (applicable to hospitalisation/surgery at government/restructured hospitals)
  • Copy of all investigation results/report
  • Copy of valid student pass for children above 19 years old
  • Copy of I/C/work permit/passport
  • Copy of police report for claims involving road traffic accident
  • For special grant/repatriation benefit
    • Copy of death certificate
    • Copy of permit to export
    • Original receipt for expenses incurred for repatriation
  • Read and complete Section E (Page 3)
Dental Claims
  • Complete all sections and return this form to the Company together with original copies of detailed and itemised bills
  • Read and complete Section 5 (Page 3)

Supporting documents required for submission with claim forms:

Please click here for the respective claim forms:

Domestic Property/Fire Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Domestic Property & Fire Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for selected claims

Claims Main Action and / or Supporting Document Required
Domestic Property/Fire Claims
  • Complete the Claim Form, duly stamped and signed by Company / Insured
  • Submit the following documents:
    • Photographs of damaged items
    • Quotations for repairing / replacing damaged items, or
    • Purchase invoice of damaged items
    • A copy of police report in respect of the stolen items, including money
    • Documentary proof of loss (including monetary loss) such as petty cash vouchers, accounts statement, etc.
    • Any other documents that will help support the claim

Click here for a copy of the Claim Form.

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Personal Accident Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Personal Accident Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
Personal Accident Claims
  • Complete the Claim Form, duly stamped and signed by Company / Insured
  • Submit the applicable documents from the following list:
    • Original medical bills for medical claims
    • Original medical certificates for Temporary Total / Partial Disablement
    • Payslips / salary vouchers during the month of the accident
    • Death Certificate, autopsy report, Coroner's findings
    • Inpatient discharge summary / medical report from your attending doctor
    • Traffic Police report

Click here for a copy of the Claim Form.

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Personal Motor Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Personal Motor Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
Personal Motor Claims
  • In the event of a claim, please report non-injury accident at any of our authorised workshops also referred to as our "authorised reporting centres" with your vehicle within 24 hours from the time of accident.
  • Call any of our authorised workshops for towing assistance if necessary, towing service is ONLY applicable for Insured with :
    (a) Comprehensive Cover
    (b) Third party cover, who is NOT at fault in the accident
  • Duly complete the Singapore Accident Statement Form, in which a clear sketch of the accident is to be provided at our authorised workshops
  • File a Traffic Police Report (for accidents involving injury, government property, foreign registered vehicle and hit and run cases only)
  • Insured is to have the following documents ready when reporting at our authorised reporting centres:
    (a) Certificate of Insurance
    (b) Driver's licence of the driver involved in the accident
    (c) Company's stamp for commercial vehicles
  • When the accident involves a third party, where possible, obtain the "third party's particulars" comprising the following:
    • Vehicle number
    • Name/NRIC no./address/contact no. of driver
    • Insurance company of the third party vehicle
    • Name/NRIC no./address/contact No. of witness and witness statement, if available
    • Photographic images revealing damage to own vehicle and that of third party
    • Photographic images of the accident scene, where available
  • Our authorised workshops will be able to assist our Insured to formulate a property damage claim against the third party, provided the latter is NOT to be blamed over the accident and where available evidence is clearly in their favour.

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Personal Travel Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Personal Travel Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for each selected claims:

Claims Main Action and / or Supporting Document Required
Section 1 - Medical & Additional Expenses
  • Original medical bills
  • Inpatient Discharge Summary / medical report from your attending doctor
  • Proof of relationship (Birth Certificate and Marriage Certificate) - in event of compassionate visit by relative / friend when the Insured Person is hospitalised for more than five (5) consecutive days as a result of serious injury or sickness
  • Original receipts for travel and accommodation expenses pertaining to extension of stay as a result of serious injury or sickness
Section 2 - Medical Emergency Evacuation including Medically Supervised Repatriation & Repatriation of Mortal Remains
  • To call IPA Hotline +65 6322 2688
    (a) In the event of a serious injury or sickness requiring repatriation, IPA will organise for emergency transport
    (b) In the event of death, IPA will organise for the transportation of the mortal remains to the airport in Singapore or burial overseas, provided such costs shall not exceed the cost of transportation of mortal remains
Section 3 - Overseas Hospital Confinement Benefit
  • The policy will pay up to the limits applicable to the selected plan as specified in the Schedule for Overseas Hospital Confinement due to injury or sickness sustained whilst overseas. Payment shall be made after the period confinement in an overseas hospital, subject to the following exclusions:
    (a) Pre-existing condition;
    (b) Surgery or medical treatment, which in the opinion of the medical practitioner treating you can be reasonably delayed until your return to Singapore
Section 4 - Accidental Death & Permanent Total Disablement
  • Police Report / Hotel Management's Report / Witnesses' Statements
  • Death Certificate, Autopsy Report, Coroner's findings
  • Proof of relationship (Birth Certificate and Marriage Certificate)
  • Inpatient Discharge Summary / medical report from your attending doctor
Section 5 - Baggage & Personal Effects
  • Baggage Irregularity Report and / or photographs of damaged items
  • Original purchase invoices of damaged / lost items
  • Original repair bills for damaged items
  • Original warranty cards (for electronic items)
  • Original purchase invoices of replacement items
  • Outcome of claim against the airline / third party concerned
Section 6 - Baggage Delay
  • Letter from the airline confirming the date of restoration of baggage
Section 7 - Money & Travel Documents, including Unauthorised Use of Credit Cards
  • Police report
  • Original receipts for replacement of travelling documents
  • Original receipts for additional travel and accommodation expenses incurred for the purpose of obtaining replacement documents
Section 8 - Loss of Deposits & Cancellation Charges, including Curtailment Expenses
  • Written advice from attending medical practitioner to cancel / curtail trip (in event of trip cancellation)
  • Original invoice / receipt for charges incurred in amending or purchasing additional air ticket
  • Original invoice and refund statement from the travel agency
  • Letter from travel agency indicating breakdown of the trip not utilised
  • Itinerary
Section 9 - Travel Delay, including Missed Travel Connection
  • Letter from the airline confirming duration and reason for flight delay

Please contact the claims services team should you have further enquiries.

Click here for a copy of the Claim Form.

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Pleasure Craft Claims

This section provides information on the steps required and the documents needed for submission to the QBE Singapore claims services team when you lodge claims in the area of Pleasure Craft Insurance.

Claims Process

The table below lists the main supporting documents that you need to supply for selected claims:

Claims Main Action and / or Supporting Document Required
Pleasure Craft Claims
  • Report the accident to the port authorities, when appropriate
  • Do not negotiate, settle, or admit any liability to a third party, and do not waive any right against any other parties
  • Safely berth the vessel for inspection or investigation
  • Keep the damaged equipment / parts for inspection
  • Provide the following documents without delay:
    • Incident report detailing the circumstances of the accident
    • Photos of the damage
    • Repair quotation
    • Copies of the vessel license and the master certificate (if applicable)
    • Maintenance records

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