Customer Support

Our claims philosophy is to work in close partnership with our clients and brokers to achieve a fair, timely and effective resolution of potential claims. Our experienced team of claims experts is well versed in dealing with the technical issues of even the most complex claims.

To avoid delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS, 7 Temasek Boulevard #10-01 Suntec Tower One Singapore 038987.

For queries, please email to: claims@ecics.com.sg

ECICS CLAIMS HOTLINE:

For Individual Claims 6303 0171
For Business Claims 6303 0167
Claim’s Fax Number 6338 6951
Claims Hotline

Ship your goods confidently to other parts of the world with a marine cargo insurance from ECICS. Besides covering the loss or damage of your goods while in transit, our dedicated Claims team are committed to managing and resolving your claim quickly, efficiently and fairly, allowing you to get back to business as soon as possible.

Steady in execution, ECICS is here to help you.

To submit a claim

  1. Call for survey immediately and request the carrier or other bailees to attend the joint survey
    • For local shipments, notify your agent/broker or ECICS.
    • For overseas shipments, notify the survey agent (as stated in the Certificate of Insurance).
  2. Inspect container for any holes
    • Conduct a light leak test.
  3. Clause the delivery note/receipt/order if the container is delivered:
    • Damaged
    • With broken/missing seals
    • With seals other than the ones stated in the shipping documents

    In cases of Full Container Load (FCL) shipments, if the cargo is found to be damaged upon unstuffing, the operations must be suspended immediately and notification must be given to the surveyor or ECICS.

  4. Do not give clean receipts where goods are in doubtful condition
    • Except for cases where the letter of protest has been written.
  5. Write to the relevant parties immediately, holding them liable for the loss or damage sustained
    • Relevant parties include, but are not limited to: carriers, port authorities and/or other bailees.
  6. Give notice in writing to the carriers or other bailees within 3 days of the delivery of the cargo if the loss or damage was not apparent at the time of taking delivery.
    • Sample of Notice of Claim attached.

Duties of an Assured

  • Take measures as may be reasonable for the purpose of averting or minimising a loss.
    - Remove cargo from wet packaging to prevent additional damage from occurring.
    - Put damaged cargo aside pending insurer’s decision whether a survey is required.
    - To assist/cooperate in the reworking/reconditioning/repacking/testing/repairs/etc. of the affected cargo.
    - To assist/cooperate in the salvage sale.
  • Ensure that all rights against carriers, bailees or other third parties are properly preserved and exercised.

Important note:

You have a duty to take immediate action to mitigate loss by taking necessary measures to minimise and prevent further loss or damage.

To ensure prompt processing of your claim, it is important that you take the above precautionary steps and submit to us the details of your claim, together with the required supporting documents. We will respond to all new claims within two weeks.

To avoid any delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS Limited, 7 Temasek Boulevard #10-01 Suntec Tower One, Singapore 038987.

Documents required

  • Insurance Certificate/Policy
  • Commercial Invoice
  • Packing List
  • Bill of Lading/Airway Bill with terms and conditions on the reverse side
  • Survey Report or other documentary evidence to show the extent of the loss or damage
  • Delivery Note/Receipt/Order
  • Correspondence exchanged with the carriers and other parties regarding their liability for the loss or damage

Additional documents may be requested (if applicable), including but not limited to:

  • Inspection/Technical/QC Report
  • Repair/Replacement Quotations
  • Claim Bill
  • Vessel's Out-turn Report
  • Cargo Manifest
  • Container Damage Report or Equipment Interchange Receipt
  • Tally Sheets
  • Written confirmation of Non-Delivery from Carrier
  • Police Statement/Report for theft/hijack cases
Marine Cargo Claims

Singapore is a relatively small country for about a million vehicles plying on its roads and it can make daily driving a stressful state of affairs. At ECICS, we would like our motor insurance policy holders to drive with peace of mind, knowing not only that your basic covers are in place, but also that your policy is tailored to your specific needs with the appropriate add-ons. Should an unfortunate accident happen, we strive to be quick and efficient in processing your claims by making the claims process as simple as possible.

Steady in execution, ECICS is here to help you.

To submit a claim

  1. Get information
    • Obtain particulars of parties involved, including name, NRIC/FIN number, phone number, address and insurance company.
    • Take note of the vehicle numbers.
    • Take digital photographs of all involved 3rd-party vehicles and the accident scene.
    • Avoid discussing liability with others involved in the accident, or their lawyers. Refer all communications from them to ECICS.
  2. Call our authorised workshop for a tow truck if you require towing service
    • Please refer to our list of authorised workshops (below).
    • Do not accept any offer by roadside touts offering free tow-truck services, or referral to unauthorised workshops with free use of rental cars. This may compromise your claim or defence to a claim.
  3. Accident reporting/deliver vehicle
    • Report and bring your accident vehicle (whether damaged or not) to one of our authorised workshops within 24 hours or by the next working day.
    • You must bring your/the driver’s NRIC or other identification documents, driving licence and the original Vehicle Insurance Certificate.
  4. Lodge police report

    You must lodge a police report for the following motor accident cases:

    • Injuries involved
    • Damage to Government vehicle/property
    • Damage to foreign vehicle
    • A hit and run party
    • Pedestrian or cyclist involved
    • Vehicle is stolen or vandalised
    • Any accident outside of Singapore

To avoid any delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS Limited, 7 Temasek Boulevard #10-01 Suntec Tower One, Singapore 038987.

Notice

  • With effect from 1 June 2008, under the regime of the Motor Claims Framework (MCF), all motorists in Singapore involved in a non-injury motor accident are required to report the accident with their damaged vehicle through their insurers' Authorised Workshops/Reporting Centers within 24 hours or the next working day of the accident.
  • Kindly note that failure to report all accidents within 24 hours or by the next working day may result in the loss of your No Claim Discount (NCD) upon renewal of your policy and/or denial of your claim in respect of that particular incident as per the guidelines under the Motor Claims Framework (MCF) introduced by the General Insurance Association of Singapore.
  • For more information on the Motor Claims Framework, please go to the General Insurance Association website by clicking on this icon

Click the link below to get the full list of our ECICS Premium Workshops:

Download our Authorized Workshops

Correspondence from Third Party

  • If you receive any composition fine or other documents from the traffic police, refer them to us before you take any action.
  • Any other documents from other parties should be referred to us for our perusal and direction.

Reporting an accident in Malaysia

  • If your vehicle is involved in an accident/lost in Malaysia, you are required to make a report at a police station in Malaysia.
  • After your return to Singapore, proceed to file an electronic report, following the same procedures as described above. You may contact one of the Authorised Workshops/Reporting Centres for towing services should your vehicle be disabled after the accident.

Own Damage Claim Satisfaction Voucher

  • For all Own Damage (OD) Claims,after the completion of the repair works. The Own Damage Claim Satisfaction Voucher need to be duly completed by the workshop, signed by our POLICY HOLDER and any witness of legal age 21 years and above. The Original Voucher is to be send back to us together with the Final Repair Bill in order for us to process the claim after we received the surveyor report from our appointed surveyor.

Download Forms

  • Download Motor Theft Claim Form here
  • Download Private Settlement for Motor Accident Claim Form here
  • Download Windscreen Claim Form here
  • Motor Own Damage Claim Satisfaction Voucher here
Motor Claims

Your property is a major investment, and you should protect it and its contents with the right property protection policy. With ECICS, you can get financial protection in the event of theft, fire, flood and many others.

At ECICS, we value our customers, and we strive to be quick and efficient in processing your claims. Steady in execution, ECICS is here to help you.

To submit a claim

  1. Inform ECICS immediately of any occurrence or notice received which may produce a claim
  2. Take all practical steps to mitigate the loss/damage
  3. Report to the police immediately in the case of theft, burglary and/or malicious damage
  4. Take photos of the accident scene and damaged property
  5. Do not dispose of the damaged property
  6. Cooperate with and assist our appointed loss adjuster when called upon

To avoid any delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS Limited, 7 Temasek Boulevard #10-01 Suntec Tower One, Singapore 038987.

Documents required

  1. A completed Property Claim Form (original)
  2. A detailed list of claims of the damaged/lost property
  3. Repair/replacement quotation and purchase receipt for the damaged/lost property.
  4. Police Statement
  5. Colour photographs of the accident scene and damaged property
  6. Any additional information and documents as and when required by us or our appointed loss adjuster

Download Forms

  • Download Property and Liability Claim Form here
Property & Liability Claims

The Work Injury Compensation Act covers all employees regardless of their earnings, and requires employers to maintain adequate insurance for certain categories of employees against work-related accidents, illnesses or deaths arising during the employment. ECICS covers your liability as an employer, while protecting you against any legal liability at Common Law.

At ECICS, we value our customers, and we strive to be quick and efficient in processing your claims. Steady in execution, ECICS is here to help you.

Important Changes to Work Injury Compensation Act

Important Changes to the Work Injury Compensation Act with effect from 1 April 2008

  • Workmen’s Compensation Act is renamed to Work Injury Compensation Act
  • Extends to cover all employees (no salary cap on manual and non-manual workers)
  • Removal of sub-limits on employer’s liability for hospital charges

Subsequent changes to the Work Injury Compensation Act with effect from 1 June 2012

  • Employers are liable to pay work injury compensation for medical expenses incurred within one year or up to a cap of $30,000, whichever is reached earlier

For more information please refer to MOM website : www.mom.gov.sg/iReport

To submit a claim

1) Submit the accident report using the iReport system on the MOM website at www.mom.gov.sg/iReport

2) You are required as an employer to report work-related accidents to MOM within 10 days of the occurrence of the accident where:

  • It resulted in the death of an employee
  • It resulted in any incapacity that renders the employee unfit for work for more than 3 consecutive days, or hospitalised for at least 24 hours
  • The employee contracted an occupational disease

Important Note:

Failure to report a work-related accident is an offence which carries a fine of up to $5,000 for the first-time offence, and a fine of up to $10,000 and/or jail term of up to 6 months for subsequent offences.

Documents required

  • Copy of the iReport submitted to Ministry of Manpower
  • Original completed ECICS Work Injury Compensation claim form (Only for accidents with less than 3 days' MC and those that do not fall under the Work Injury Compensation Act)
  • Original Medical Bills and Medical Certificates
  • Copy of Work Permit/Employment Pass (for foreign employees)
  • Copies of Wage Payment Vouchers of the injured person for 12 months prior to the accident and during the Medical Leave period
  • Copy of Medical Report/Inpatient Discharge Summary if available
  • No. of working days per week
  • Copy of death certificate, if accident resulted in death of employee

If injured person is a sub-contractor’s employee, or is engaged in a project work, please let us have the following:

  • Contract agreement between insured and sub-contractor and/or main contractor
  • Copy of sub-contractor’s and/or main contractor’s Work Injury Compensation Insurance Policy

To avoid any delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS Limited, 7 Temasek Boulevard #10-01 Suntec Tower One, Singapore 038987.

Download Forms

  • Download WICA Claim Form here
Work Injury Compensation Claims

IN ECICS, we understand your distress when you meet with a loss. To show that we value our customers, we believe in processing your claim as quickly as possible.

To avoid delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS, 7 Temasek Boulevard #10-01 Suntec Tower One Singapore 038987.

TO SUBMIT A CLAIM

  1. Download and complete the Personal Accident/ Foreign Maid Claim Form/Foreign Worker Medical Claim Form.
  2. You can submit the completed claim form with the required supporting documents by the following methods:
    • By mail to ECICS, 7 Temasek Boulevard #10-01 Suntec Tower One Singapore 038987
    • To our agent

For any enquiries pertaining to Personal Accident/ Foreign Maid claim, you may contact our hotline at 6337-4779 or email to claims@ecics.com.sg.

Supporting Documents Required

(whether you are covered for the listed benefits depends on the policy you have taken)

Please submit the claim form together with the following documents within 30 days of the occurrence
(police report where applicable).

Death Claim:

  • Death certificate, autopsy report, coroner's findings.
  • To our agent

Permanent Disability Claim:

  • Medical report

Temporary Disability Claim:

  • Medical leave certificates

Medical Expenses Claim:

  • Original medical bills & receipts
  • A copy of Work Permit
  • A copy of Death Certificate (if applicable)
  • A copy of inpatient discharge summary given to patient upon discharge
  • If these have been given to another insurer/employer, please provide:
    -photocopy of the bills (original)
    -reimbursement letter/discharge voucher from the insurer/employer indicating the amount paid by them

Repatriation/Termination Expenses (under Foreign Maid Package):

  • Death certificate/doctor's confirmation of permanent disablement or prolonged terminal or serious illness preventing the maid from discharging her duties, invoices of expenses claimed

Hospital & Surgical Expenses (under Foreign MaidPackage):

  • Original in-patient bills & receipt

Foreign Worker Medical Insurance Claims:

  • This policy covers treatment at Singapore Government Restructured Hospitals (SGRH) as well as private hospital (subject to pro-rata factor). SGRH refers to Singapore General Hospital, KK Women's and Children's Hospital, Tan Tock Seng Hospital, Alexandra Hospital, Changi General Hospital, National University Hospital and Khoo Teck Puat Hospital only.

Download Forms

  • Download Personal Accident Claim Form here
  • Download MaidAssure Claim Form here
  • Download Foreign Worker Medical Claim Form here
  • Download Attending Physician's Statement Claim Form here
Personal Accident/ Foreign Maid and
Foreign Worker Medical Claims

In ECICS, we are committed to provide you with an equitable, efficient and professional resolution with minimal disruption to your business.

To avoid delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS, 7 Temasek Boulevard #10-01 Suntec Tower One Singapore 038987

All Risk Claims Procedure

  1. In the event of any occurrence which might give rise to a claim under the policy, notice must be given within 14 days of its occurrence.
  2. Depending on the circumstance of the occurrence, we may, at our discretion appoint a loss adjuster to inspect and assess the loss and would appreciate your full co-operation.

Please submit the claim form together with the following documents immediately after discovery of an incident which may give rise to a claim under the policy.

  1. Incident Report
  2. Police Report (if applicable)
  3. Colour Photographs of damage property and location
  4. CCTV footage showing circumstances of incident (if applicable)
  5. Assessment Report from repairer on the cause and extent of the property damage
  6. Repair / Replacement Quotations / Invoices
  7. Tenancy and/or Contract Agreement with independent contractor (if applicable)
  8. Third party claimant's letter of intention to claim, Writ of Summons

Do not admit liability without the written consent of the Company. 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 and/or the Writ of Summons for our handling. A legal representative has to be appointed to enter appearance within 8 days upon receipt of the Writ of Summons.

DOWNLOAD FORMS

  • Download Contractors' All Risks and Erection All Risks Claim Form here
Engineering Claims

Making a home insurance claim can be a breeze when you follow our step-by-step guide.

  1. At the occurrence of the incident, contact your agent, broker or us at 6303 0171
  2. Make a police report if the loss or damage is due to theft or burglary.
  3. Take necessary steps to minimise further loss or damage.
  4. Take photographs of the damaged items and retain the items for our inspection.
  5. Assist and cooperate with the loss adjuster who may be sent to assess the situation.
  6. In cases involving damage to property or bodily injury of a third party:
    • note down the particulars of the third party
    • obtain the details of the nature and extent of claim
    • do not admit liability, settle or negotiate settlement without our prior approval
    • immediately inform us when you receive any letter of demand, Writ of Summons, etc from the third party.
  7. You may submit your claim notification online, download a copy of the claim form or request for the form to be sent to you.
  8. Complete the claim form and submit it with all the necessary supporting documents to us.

DOWNLOAD FORMS

  • Download Home Insurance Claim Procedure Claim Form here
Home Claims

ECICS understand the distress experienced when unexpected problems occur during your travels, whether for work or holiday. That is why we offer you peace of mind and comprehensive protection against such problems, ranging from inconveniences such as baggage delays to critical situations requiring emergency evacuation services.

At ECICS, we value our customers, and we strive to be quick and efficient in processing your claims. Steady in execution, ECICS is here to help you.

What to do when faced with an event that is insured under your policy

  • Take photographs of the damaged items and retain the items for our inspection, if applicable.
  • In respect of medical claims (including travel cancellation), you should visit your private health provider prior to lodgment with ECICS Travel Insurance.
  • For travel or baggage delays, a document must be obtained from the airline or carrier’s representative involved confirming the flight number, delay period and the reason for the delay.
  • For checked-in baggage loss, damage or theft, report to the airline or the carrier involved and submit a claim to them within 24 hours. In many instances, they may be responsible for damage and/or loss. Please also obtain a Loss/Damage Baggage Report from the airline or carrier's representative.
  • Report any other baggage loss or damage to the local authority/police and retain the police report for your records to submit with the claim form.
  • All losses under Travel Documents must be reported to local authorities, with a written acknowledgment obtained.
  • For liability claims, do not make any admission or offer. Request the claim against you to be put in writing.

To submit a claim

  1. Submit your claim within 30 days of the event giving rise to your claim.
  2. Download a copy of our ECICS Travel Insurance claim form.
  3. Complete ALL relevant sections and questions on the claim form that relate to your claim in full. Missing out details will usually result in a need for further clarification, and thereby delay the assessment of your claim.
  4. Ensure that you collate and attach to your claim form ALL the required supporting documents that relate to your claim. Failing to provide the required supporting documentation will usually result in a need for further clarification, and thereby delay the assessment of your claim.
  5. Once submitted, you should expect to receive confirmation of your claim number within 3 days for emailed claims, and within 5 days for posted claims.
  6. Should you have any query in relation to your claim, including a status update, please contact our Claims department at travel@ecics.com.sg . please remember to quote your policy and claim number.

To avoid any delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS Limited, 7 Temasek Boulevard #10-01 Suntec Tower One, Singapore 038987.

Documents required

Personal Accident/Medical Expenses claim

  • Flight itinerary, boarding pass or passport stamp which shows the date of departure and return to Singapore
  • Original medical bills
  • Medical report or discharge summary on onset date, cause, extent of permanent disability (if applicable) and nature of injury or illness
  • Police report (accident only)
  • Death certificate, autopsy report, coroner's findings (death claim)
  • Proof of relationship between deceased and claimant (death claim)

Trip Cancellation/Curtailment claim

  • Tour itinerary and tour booking invoice or receipt
  • Travel agency/airline confirmation on the cost of non-refundable prepaid travelling expenses (including cancellation fees)
  • Written advice/medical certificate from a qualified attending medical practitioner confirming the unfitness to travel (for cases of serious injury or illness)
  • Death certificate (where someone's death caused this cancellation)
  • Proof of relationship between deceased/injured/sick person

Overbooked Flight/Missed Connection/Travel Delay/Baggage Delay claim

  • Flight itinerary, boarding pass or passport stamp which shows the date of departure and return to Singapore
  • Confirmation from airline/bus/cruise operator or their handling agent(s) on the cause and duration of delay/overbooked flight/missed connection
  • Delay report and acknowledgement slip (baggage delay claim)

Personal Baggage/Loss of Money/Travel Documents claim

  • Flight itinerary, boarding pass or passport stamp which shows the date of departure and return to Singapore
  • Police report lodged at place of loss within 24 hours
  • Baggage loss or damage report (baggage damaged/lost by airline)
  • Confirmation letter from the authority (e.g. airline) stating compensation amount
  • Photographs of damaged items
  • Original repair bill (damaged items)/purchase receipt or warranty card of lost/damaged items

Download Form

  • Download Travel Claim Form here
Travel Claims

To avoid delay and to ensure your claim is handled promptly and efficiently, please submit all original supporting documents to ECICS, 7 Temasek Boulevard #10-01 Suntec Tower One Singapore 038987.

For queries, please email: claims@ecics.com.sg

Others (trade credit, bonds
and other claims)