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1. Claims Submission

a. How do I submit a claim?

You can submit your Accident & Health and Travel claim online via the Chubb Claims Centre. Alternatively, you may wish to download a copy of the relevant claim form and submit the completed claim form to our email.

For all other claims, please refer to the resources below:

b. What is the Chubb Claims Centre?

The Chubb Claims Centre is our self-service portal for online Accident & Health and travel claim submission. Here are some of the benefits of using Chubb Claims Centre:

c. What happens after I submit my claim online

Upon submitting your claim online via the Chubb Claims Centre, you will receive an acknowledgement email with the following information for your easy reference and/or action:

  • Claim number
  • Summary of your claim submission

If you had provided your mobile number during your online claim submission, you will also receive an SMS acknowledgement with the claim number.

d. How long does it take for my claim to be processed?

Upon receipt of the acknowledgement of claim from Chubb, it may take up to 10 working days before you receive a notification on the status of your claim (i.e. accepted, rejected or more details required), provided all necessary supporting documents have been provided. 

e. Can I review or amend my claim online, after submission?

You will not be able to review or amend your claim upon submission. If you require any assistance, please contact our Customer Service Hotline from Mondays to Fridays, at 9.00 am – 5.00 pm, excluding Public Holidays:

  • For claims on general policies: +65 6299 0988
  • For claims on AMEX policies: +65 6299 0922
  • For claims on DBS policies: +65 6398 8797

f. Is there a limitation as to the size of documents to be uploaded in my online submission?

Yes, the maximum document size will be indicated during your online submission via the Chubb Claims Centre. Typically, the limit is up to 20MB.

g. Can I submit a claim for more than one claimant?

Yes, you can add up to four claimants per claim.

2. Accident & Health Claims

a. How do I obtain a copy of the Inpatient Discharge Summary, and do I have to pay any fees to the hospital concerned?

You can obtain a copy of the Inpatient Discharge Summary from the hospital concerned. This is usually available at no cost.

b. Under what circumstances will you waive the requirement for a medical report, which would require the payment of a fee on my part?

If your claim amount is below S$1,000, we may accept a copy of the Inpatient Discharge Summary as an alternative to the medical report. 

c. Will I be able to seek reimbursement from more than one insurer for a medical expenses claim?

No, you can only seek reimbursement for incurred medical expenses from one insurer.

d. Can I request that a claim be paid to a third party other than (i.e. the insured and claimant)?

In general, we typically only pay the claim to the insured. However, we’re happy to consider such requests on a case-by-case basis.

e. Is it compulsory to complete the claim form if I want to make a claim under the policy?

You can submit your claim online via the Chubb Claims Centre. Alternatively, you may wish to download a copy of the relevant claim form and submit the completed claim form to our email.

f. In the event of a death claim, who is entitled to receive the insurance benefit under my policy?

If the claim is admissible under the policy, we’ll pay the benefit sum to the estate of the deceased. If a Grant of Probate or Letter of Administration is available, we’ll pay the nominated person(s) as outlined in the document.

g. Can I opt to defer my medical treatment to a later date for personal reasons, and if I do, will I be penalised?

If the deferment of medical treatment doesn’t result in any deterioration in your existing medical condition and/or cause or lead to other medical conditions, your claim will not be penalised.

Note: Your policy may contain provisions that stipulate the time frame within which expenses must be incurred, and these provisions will continue to apply.

h. Can I submit my claim via email (with scanned copies of supporting documents)?

Yes, we accept claim submissions via email, provided your claim doesn’t relate to the reimbursement of medical or other expenses.

i. Will you still consider accepting my claim, even if I submit it after the 30-day deadline specified in your policy?

We can still consider your claim if there are valid reasons for the late submission, provided that the delay hasn’t prejudiced our assessment of the claim.

3. Travel Claims

a. What should I do when I experience an event that might be covered under my travel policy?

Some of the common claim scenarios include: 

Medical Claim (including Travel Cancellation)  Please submit a claim to your private health provider prior to submitting a claim with Chubb. 
Travel or Baggage Delay  Please obtain an official document from the airline or carrier confirming the flight number, delay period and the reason for delay. 
Loss, Damage or Theft of Check-In Baggage  Please report the incident to the airline or carrier and submit a claim to them. In many instances, they may be responsible for the damage and/or loss. Please also obtain a loss/damage Baggage Report from them for your records. 
Loss, Damage or Theft of Other Baggage Please report the loss, damage of theft to the local authority/police and retain the Police Report for your records and for submission with your insurance claim. 

b. What are the supporting documents required for travel claim submission?

The supporting documents required depends on the nature of claim. You can submit your travel claim via the Chubb Claims Centre and the system will provide the relevant prompt accordingly.