This guide explains how a home insurance claim generally works in Singapore. It covers what to do when a loss happens and what records to keep. It also covers how to notify the insurer, what the insurer checks, and the options if a claim is declined. Each insurer sets its own claims process. The policy wording is the final reference.
Before a loss: know what the policy covers
A claim is simpler when the cover is clear beforehand. Home insurance generally covers belongings against fire, flood, burglary and accidental damage. It also covers renovations and fixtures you paid for. It covers your legal liability if someone is hurt in your home. It also pays for somewhere to stay if the home cannot be lived in.
HDB fire insurance covers the building structure only. It does not pay for contents or renovations. Tenants are in a similar position. The landlord insures the building. Home insurance covers the tenant's own belongings and liability to others.
Points to check:
- The sum insured for contents, and whether it reflects the cost of replacing items new
- Whether renovation cover is included, and its limit
- The excess, which is the amount the policyholder bears on each claim
- The exclusions listed in the policy wording
- The insurer's claims contact, listed on the Claims page
- Where receipts, photos and renovation invoices are stored, ideally somewhere outside the home
Limits and excesses differ between plans. The home insurance comparison lists plans from each insurer on the panel.
At the time of the loss
Safety comes first. After that, the aim is to limit further damage and record what happened. The insurer will later rely on this record.
- Contact the Singapore Civil Defence Force for a fire, or the police for a break-in
- Stop the source of damage where it is safe to do so, such as shutting off the water supply to a burst pipe
- Take photos and videos of the damage before cleaning up or moving things
- Keep damaged items until the insurer confirms they can be thrown away
- For a burglary, make a police report and note the report number
- If water from the flat has leaked into a neighbour's unit, note the details and check the policy before admitting fault or agreeing to pay
- If the home cannot be lived in, keep receipts for temporary accommodation
Notifying the insurer
Claims go to the insurer, not to the comparison site. Plans found here are bought on the insurer's own site. The policy, and any claim on it, sit with that insurer.
Policy wordings usually set a period within which a loss must be reported. The period differs between insurers. Check the wording and report the loss early. Most insurers accept claims online, by email or by phone. Their contacts are on the Claims page.
What to have ready:
- Policy number and the policyholder's name
- Date, time and address of the incident
- A short, factual account of what happened
- Photos and videos of the damage
- A list of damaged or lost items, with their approximate age and replacement cost
- Proof of ownership, such as receipts, invoices, warranty cards or bank statements
- The police report number, for theft or burglary
- Repair quotations from a contractor
- For liability claims, any letter or demand from the other party
What the insurer checks
The insurer reviews the claim against the policy wording. For larger or more complex losses, it may appoint a loss adjuster. The adjuster may visit the home, inspect the damage and ask questions.
Questions the insurer typically considers:
- Did the loss happen within the policy period?
- Is the cause one the policy covers, such as fire, flood, burglary or accidental damage?
- Does an exclusion apply, such as wear and tear, gradual deterioration, or damage by pets or pests?
- Are any of the items business equipment or stock, which these plans do not cover?
- Had the home been left empty for more than 60 days when the loss happened?
- Is the contents sum insured enough to replace everything new? If it is too low, every claim can be paid less.
- Is the amount claimed supported by documents?
How long it takes and how it is settled
There is no single timeline. A simple claim with complete documents tends to move faster. A claim that needs an inspection, a police investigation or a third party usually takes longer. The insurer may ask for more documents along the way.
Factors that affect timing and outcome:
- How complete the first submission is
- Whether a loss adjuster is appointed
- Whether a neighbour, landlord or management corporation is involved
- Whether the insurer settles by repair, replacement or payment, which depends on the policy
- The excess, which reduces the amount paid
Keep a record of each call and email. Note the date and the name of the staff member each time.
If a claim is declined or paid less
A claim may be declined, or paid at a lower amount than expected. A clear written reason helps in deciding what to do next.
Steps to consider:
- Ask for the decision and the reason in writing
- Read the policy clause the insurer relies on
- Send any missing documents or new evidence
- Use the insurer's internal complaints process
- If the matter remains unresolved, the Financial Industry Disputes Resolution Centre (FIDReC) handles disputes between consumers and financial institutions in Singapore
Things to note
- HDB fire insurance does not cover belongings or renovations. Damage to furniture or built-in carpentry falls under home insurance, if there is a policy.
- Renting does not mean the landlord's policy covers the tenant's things. The landlord insures the building only.
- Home insurance is not a maintenance plan. Wear and tear and gradual deterioration are excluded.
- A home left empty for more than 60 days, such as during a long overseas stay, may fall outside cover for losses in that time.
- Equipment and stock for a home-based business are not covered.
Where to get help
Each insurer's claims contact is listed on the Claims page. The insurer handles the assessment and payment of every claim. For questions about using this site, use the Contact page. To review cover at renewal, the home insurance comparison and other guides set out what plans include.