Skip to main content

Claims

At Ace, we strive to be there for you providing our advice and services.

All Claims

With our experiences, we are here to assist your claim process, facilitate payout and attain fair settlements of any disputes. We will be here to handle any medical, property or liability claims easing the workload of business chasing for any claims. 

  • Risk Management
  • Claims Advisory
  • Business Consultancy

Claims Process

Inform

Report the Accident to us ASAP

Submit

Prepare all the documents to be submitted

Review/ Investigate/ Appeal

Investigate, Estimate & Evaluation

Settlement / Payment / Appeal Outcome

Key Claims General Procedures

Motor Claims

We understand the inconvenience that accompanies motor accidents and thefts. So we have made the reporting and claims submission process as smooth sailing as possible. SImply follow the Motor Claim Framework or Contact 8766 7991/ 9727 2814 for assistance.

Key things to note:

  1. If anyone is injured, call the ambulance and police immediately. You must also report the accident to the police if it involved any of the following:
      a. Government vehicle or property
      b. Foreign vehicle
      c. Pedestrian or cyclist
      d. Hit-and-run driver
      e. Vandalism
      f. Vehicle caught fire

  2. You must not shift your vehicle. Take photos of the damage on all vehicles involved.

  3. You can also choose to enter into a private settlement with the owner of the other car if there are no personal injuries and damages are minor. Attached PDF for reference.

Security Bond Claim

A bond call occurs when Ministry of Manpower (MOM) sends a bond call demand to the insurance company on the basis that the insured has breached the Employment of Foreign Manpower Act and the Employment of Foreign Manpower Regulations (Work Passes), as follows:

  • You or your worker violates any of the conditions of the Work Permit or security bond.
  • You don’t pay your worker’s salary on time.
  • You fail to send your worker home when the Work Permit is expired, revoked or cancelled.
  • Your worker goes missing.

Key things to note:

You will not be liable if:

You will not be liable for your workers’ violations (such as those relating to pregnancy) if you can prove that you have:

  • Informed them of the Work Permit conditions they must comply with.
  • Report a violation when you first become aware of it.

Upon our contact, it is important for you to notify us of the reason for the bond call and whether you agree with the statement made by MOM. Insurers are required to make payment to the MOM before the deadline and therefore any appeal from the insured should be sent in before the stipulated deadline. If the appeal is in progress, the insured should provide concrete evidence to us to request the insurer to hold the payment.

There are two outcomes to the appeal: 

  • The appeal is successful, the insurer does not have to make any payment and the matter is considered closed. 
  • The appeal is unsuccessful, the insurer will have to make payment and will seek recovery from the insured accordingly. 

Please note that there is no typical processing time for foreign worker bond calls.

Foreign Worker Medical Insurance Claim

For work related injuries or illness, employers may make a claim under their Work Injury Compensation insurance. For non-work related conditions, this is when Foreign Worker Medical insurance would be activated. It is therefore important to ensure sufficient coverage.

Key things to note:

The Ministry of Manpower (MOM)'s specific requirement for employers to maintain minimum insurance coverage

The Ministry of Manpower (MOM) has specific requirements for employers to maintain minimum insurance coverage of $15,000 per year for every Work Permit and S-Pass Holder. Though Medical Insurance is not mandatory for Employment Pass Holders, we advise additional Medical Insurance to be purchased. With our many years of experience, we noted that the $15,000 coverage, usually, is insufficient and many employers would be left to pay out of their pocket. To upgrade to a higher tier of coverage, you may contact us for further information below.

In order for the policy to respond, the following conditions have to be met: 

  • The employee has to be hospitalisation with room and board charges reflected
  • Conditions does not fall within the policy exclusions

In addition, we require the following standard documents to be submitted: 

  • Completed claim form 
  • Work permit (Front & Back)
  • Inpatient discharge summary / Day surgery discharge form 
  • FINAL admission tax invoice 
  • All Other Medical bills related to the admission (Pre & Post-treatments after/before 90 days of treatment) 
  • Additional info/ documents may be required on a case by case basis and subject to the respective claims handler

The typical processing time of a Foreign Worker Medical claim may take up to six to eight weeks depending on the number of medical bills submitted and the follow up required. The assessment by the insurer will only commence upon the full recipient of claims documents.

Work Injury Compensation Claim

The Work Injury Compensation Act (WICA) allows employees to make claims for work-related injuries or diseases, without having to take legal action. When the employee was injured in the course of employment and unfit for work, please kindly ensure that you continue to pay medical leave wages & medical expenses to the injured worker. We will assist to seek reimbursement from the insurer for the respective expenses incurred.

Key things to note:

Conditions for WICA policy to be activated

WICA policy will be activated based on the following conditions: 

  • Been injured by an accident arising out of and in the course of employment.
  • Been injured while on an overseas assignment.
  • Contracted an Occupational Disease.
  • Contracted a disease from exposure to biological or chemical agents at work.


More information of the WICA may be found on https://www.mom.gov.sg/workplace-safety-and-health/work-injury-compensation

Please be advised that as an employer these are the following that you will be required to do: 

  • It results in the death of an employee.
  • The employee was given leave (MC or hospitalisation leave) or light duty.

 

For non-permanent work injuries, you should notify MOM immediately if:

  • Your injured employee’s doctor certified that the injuries have permanently caused your employee to lose or reduce their earning capacity. 

AND

  • Your employee wishes to claim compensation for permanent incapacity.

In addition, we require the following standard documents to be submitted: 

  • Original completed claim form (e-copy)
  • Full copy of the I-Report, if applicable 
  • Police report / Internal incident report, if applicable 
  • NRIC/ Work permit (Front & Back) 
  • Payslips for the past 12 months before the accident (e.g. if the accident happened in May 2021, insured has to submit the payslips from May 2020 to April 2021) 
  • Inpatient discharge summary/ Medical report/ Doctor’s memo/ Referral letter/ Radiology report, whichever applicable 
  • Original Medical bills (e-copy)
  • Proof of payment for the Medical expenses paid back to claimant on paid on behalf for
  • Original Medical certificate (e-copy)
  • Proof of payment for the Salary during the Medical Leaves (e-copy)
  • Contract agreement between the main-con and sub-con (for project-related accident) 
  • Toolbox meeting record/attendance sheet/punch card on the accident date (for project- related accident)
  • Additional info/documents may be required on case by case basis and subject to the respective claims handler

Property & Casualty Claim

At the moment of an accident, do contact us IMMEDIATELY. You will be required to assist with the process and submit necessary information.

Key things to note:

Required information

You will be required to assist with the process and let us have the following information: 

  • Injuries/ Death please contact the Police 
  • Photographs
  • Time/ Date of Loss 
  • Description of Accident 
  • Extent of Damages and Estimated Loss Amount 
  • Contact person and details on-site 
  • Completed Claim form

A surveyor may or may not be appointed depending on the seriousness of the accident. For cases where the surveyor is needed, the surveyor will decide on the full list of documents to be submitted and the process may be a bit longer due to the thorough investigation required. 

For cases where the surveyor is not involved, the insurer will then decide on the list of documents to be submitted. You are likely required to present three quotations for the insurer’s consideration of the repair work (if there are repair works to be done).

The typical processing time of a property & casualty claim may take six to ten weeks depending on the complexity of the case. The assessment by the insurer will only commence upon the full recipient of claims documents.

Public Liability Claim

As long as businesses are open to the public, there will be exposure to accidents occurring.

Steps to follow:

What to do in the event of a claim
  • Notify us immediately after discovery of an incident which may give rise to a claim under the policy.
  • Notify the police if there is evidence of criminal or malicious activity involved.
  • Take reasonable measures to mitigate the loss.
  • Completed Claim Form 
  • Incident Report
  • Police Report
  • Colour Photos of damaged property and location
  • CCTV footage showing circumstances of incident
  • Assessment Report from repairer on the cause and extent of the property damage
  • At least 2 Repair/Replacement Quotations
  • Purchase invoice/receipt of damaged property
  • Tenancy and/or Contract Agreement with independent contractors (where applicable)
  • Third party claimant’s letter of intention to claim, Writ of Summons, etc.

Do not admit liability without the written consent of the Insurer. Please refrain from discussing liability with any Third Party and submit to us immediately upon receipt of all correspondence from any third party indicating their intention to claim or the Writ of Summons for our handling.

Cyber Insurance Claim

Key things to note:

Incident Occurs

An event happens that leads to a financial loss, damage, or legal liability.

  • Example: A cyberattack, professional mistake, or director’s wrongful decision.

The policyholder reports the incident to the insurance company, providing details and documentation.

The insurer evaluates whether the loss is covered under the policy and may investigate the facts.

If approved, the insurer pays for covered losses, legal costs, or compensation up to the policy limit.

Ready to get Protected?

Start with a quote that takes just minutes to complete.

Find Out More