How to Make an Insurance Claim in Singapore

Step 1 — Notify your insurer immediately

Most policies require you to notify your insurer within 30 days of the event that triggers a claim. For critical illness, this is the date of diagnosis. For medical insurance, this may be the date of hospitalisation.

Do not delay. Late notification is one of the most common reasons insurers complicate or reject claims. Even if you are unsure whether your situation qualifies, notify your insurer and let them assess it.

Step 2 — Gather your documents

The exact documents required vary by policy and condition, but for most life and health insurance claims in Singapore you will need:

• Original policy document
• Completed claim form (available from your insurer's website or agent)
• Medical report from your attending specialist
• Histology or biopsy report (for cancer claims)
• Discharge summary if hospitalised
• NRIC or passport copy

Request medical reports from your hospital's medical records department. There is typically an administrative fee, and it can take one to three weeks.

Step 3 — Submit through the right channel

Most major insurers in Singapore now accept digital claims submissions through their mobile apps or portals. This is faster and gives you a paper trail. However, for large claims, consider submitting physical documents by registered mail and retaining copies of everything.

If you have an agent, engage them. Claims navigation is exactly what agents are for, and a good agent will liaise with the insurer on your behalf.

Step 4 — Understand the assessment process

Once submitted, your insurer will assess the claim. They may request additional medical reports or an independent medical examination. You are entitled to know the status of your claim — follow up regularly.

For straightforward claims, most Singapore insurers aim to pay within 14 working days of receiving all required documents. Complex claims — particularly those involving disputed diagnoses or large sums — can take longer.

Step 5 — If your claim is rejected

You have options. First, request a written explanation of the rejection from your insurer. Then:

• Write a formal appeal to your insurer with supporting medical evidence
• Escalate to the Financial Industry Disputes Resolution Centre (FIDReC) if the insurer does not resolve it to your satisfaction
• Seek independent legal advice for very large claims

FIDReC handles disputes between consumers and financial institutions in Singapore and is free to use for claims up to $100,000. Their decisions are binding on insurers.