CLAIMS
FOR YOU AND YOUR FAMILY
PLEASE SELECT
VEHICLE
Private Car | Privilege - High-End Car | Motor Cycle
MEDICAL
proMedico | proMedico Plus | proMediCare | proMediCash
TRAVEL & LEISURE
TourCare Plus | Overseas StudentCare | GolfCare
PERSONAL ACCIDENT
Personal Accident | PACare Plus | Liberty Centennial PA | FamilyCare
Family & Home
PetCare | SeniorCare | MaidCare | HomeCare
VEHICLE
What to do when car accident happens
  1. Stay calm and not be angry. Move to somewhere safe and check if anyone requires assistance.
  2. Do not admit liability, sign any promissory note agreeing to pay for damages or allow any towing service to take your vehicle away.
  3. Obtain details of third party and any witness(s) i.e. name, NRIC number, address, contact number, vehicle number and name of third party’s insurer. Take photos of accident scene. Where possible, show the extent of damage to each vehicle and positions of both vehicles. Keep any video clips showing how accident happens as proof of evidence.
  4. Contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for filing your GIA report and finding the best workshop to repair your vehicle.
  5. Important: Under the Motor Claims Framework introduced by the General Insurance Association (GIA), you are required to file a GIA report within 24 hours of the accident regardless of whether you intend to claim on your own car policy or not, or whether your vehicle is damaged or not.
When to make a police report

Do make a police report in the following situations:

  • Any party is conveyed by ambulance to hospital or given 3 days’ outpatient medical leave
  • Government or foreign registered vehicles are involved
  • Government property is damaged (e.g. lamp post, tree)
  • A cyclist or pedestrian is involved, whether injured or not
  • Vehicle is stolen or vandalized
In the event of a vandalism or windscreen claim (accident or non-accident)

Contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for finding the best workshop or glass specialist to repair your vehicle.

In the event of a non-traffic accident (e.g. flood, fire or theft)

Contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for filing your GIA report and finding the best workshop to repair your vehicle.

Other Frequently Asked Questions
  • Why do I have to lodge an accident claim report?
    It is important for you to report within 24 hours so that we can handle your claim quickly without delay. It is a breach of policy condition for non-reporting and this may lead to repudiation of liability which means that you do not get protection under your policy. In addition, any non-compliance of this policy condition will result in a loss of your No-Claim Discount (NCD) upon renewal of your policy.
  • If I have no intention of making any claim or my vehicle is not damaged, do I still have to report the accident?
    You should make a report for record purpose.  If there is no claim submitted against you, your No-Claim Discount (NCD) will not be affected.
  •  I received a Writ of Summons from the third party, what do I do?
    Please submit the document immediately to Liberty Insurance as there is a timeline of 8 days for us to respond quickly with the appropriate action.
  • I have settled the claim with the third party, should I inform Liberty on details of the private settlement?
    Yes, please furnish details of the private settlement to Liberty for recording purposes.
  • How do I make a third party claim against the other vehicle?
    If you are involved in an accident but the third party is fully at fault, you may wish to claim against the other party for your losses. If the other party is fully at fault, the workshop will repair your vehicle and claim on your behalf. Just contact us at 1800-LIBERTY (5423 789) for receiving guidance and information and for finding the best workshop to repair your vehicle.
  •  Do I have to report all accidents to the Traffic Police?
    In case of accident involving injuries, government vehicle, government property, a cyclist or pedestrian or a foreign vehicle, please report the accident to the Traffic Police. Otherwise it is not necessary to report to the Traffic Police.
  •  What is the claims procedure if I have an accident in Malaysia?
    Please lodge a police report in Malaysia and, upon your return contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for filing your GIA report and finding the best workshop to repair your vehicle.
  • What is a third party policy excess?
    In the event that there is a claim and a settlement under your policy, you will have to pay the third party policy excess subject to the policy terms and conditions.
MEDICAL
How to file a medical claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from date of treatment in hospital:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?
  1. For Private Hospital:
  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Attending physician/specialist to complete page 3 and 4 of the Medical Claim Form
  • Original official final and itemized medical bill(s) (including but not limited to) Hospital Tax Invoices, attending physician bills, Pre & Post Hospital Tax Invoices, medical/specialist reports and settlement letter from other insurers if bill(s) partially paid

2.For Restructured Hospital:

  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Submit Inpatient Discharge Summary
  • Other supporting documents such as medical/specialist reports, settlement letter from other insurers if bill(s) partially paid

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Other Frequently Asked Questions
  • Can I go to any physician or hospital I want?
    Yes, subject to limits and benefits as set out in the policy.
  • What is the grace period to submit a claim?
    Claims must be lodged within 30 days from date of occurrence. If the claim is submitted after 30 days, we will need valid reasons for delay in reporting.
  • Do you cover the cost of obtaining medical certificates needed to support the claim?
    No. Liberty does not pay for any medical report(s) obtained from hospital/clinic/doctor. Proof of illness/injury will be at the expense of the insured/claimant.
  • Can I email Liberty the scanned documents instead?
    No. The documents can be scanned and emailed to us however we will need the original copies to process the claim.
  • I am claiming from 2 insurance companies. What is the procedure?
    Please indicate in the Medical Claim Form that you are lodging a claim with another insurance company. Please submit a copy of the settlement advice and tax invoices in order for us to reimburse the balance (subject to policy terms & conditions). The reimbursement should not exceed the total amount that you have incurred.
  • How much can I claim from my policy?
    This depends on the benefit entitlement in your policy. Please refer to the Schedule of Benefits.
  • I have multiple admissions in hospital. How do I submit the claim?
    Each admission or surgery must be accompanied by a Medical Claim Form. Claim form is not required for follow-up visits with the same doctor/hospital.
  • What is a deductible/co-insurance?
    The portion of costs for which insured person/claimant is responsible for. The deductible/co-insurance is applicable for each & every diagnosed medical condition for which a claim is made within any one policy year.
  • What is the minimum number of hours to be confined in hospital in order to lodge a claim?
    For day surgery cases, there is no minimum number of hours to be eligible for a claim. However for non-surgical admissions, you can submit the claim for assessment when you are charged for a full day Room & Board.
  • When I utilize my Medisave account to pay for my treatment, how will my claim be reimbursed?
    Payment made from a Medisave account will be refunded to the respective Medisave account accordingly.
TRAVEL
How to file a travel claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from end date of your trip:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

For emergency assistance overseas

Please call the following helpline (Asia Assistance):

  • (+65) 6636 1131
What are the supporting documents required?
  • Copy of e-Ticket and boarding pass or the relevant page(s) of the passport showing entry into or exit from the country of visit
  • Specific documents relevant to the nature of your claim e.g. Trip Cancelation, Overseas Medical Expenses, Travel Delay, Trip Curtailment–please refer to the Travel Claim Form for these documents

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Other Frequently Asked Questions
  • Are photocopies of my original receipts/invoices acceptable for the purpose of processing my claim?
    No. Original receipts/invoices are required in order to process the Travel claim.
  • I suffer from pre-existing medical conditions. Can I claim for related medical expenses incurred during the trip?
    No. Policy excludes the following:
  1. All forms of pre-existing medical conditions that have been diagnosed, received treatment or prescribed with drugs within 6 months preceding the trip
  2. Any hospitalization within 12 months prior to commencement of the trip or for which you have prior knowledge before commencement of the trip
  • What should I do if I lose my personal belongings, money or travel documents during my trip?
    If the loss arose because of robbery, burglary or theft, you should lodge a police report or report the loss to the local authority, within 24 hours after the incident.
  • If I have multiple travel policies and have already received compensation from another insurance company for the same incident, will I still be able to make a claim under Liberty’s travel policy?
    No. If you have other insurance providing cover for the same loss, damage or liability, Liberty will not be liable to pay except for any excess beyond any amount which would have been payable under the policy had this insurance not been effected.
  • If I am pregnant, am I covered for any medical treatment incurred overseas?
    No. The policy excludes any compensation for pregnancy and any complications arising thereform.
  • If I fell sick and did not seek treatment during my trip, can I claim for medical expenses if I seek treatment in Singapore?
    Yes, if medical treatment is seek within 3 days upon your return to Singapore.
  • If I am pregnant, am I covered for medical expenses overseas?
    Yes, medical expenses incurred overseas are covered only if:
  1. Insured/claimant is more than 12 weeks/after the 1st trimester pregnancy
  2. Treatment for pregnancy is sought overseas
  3. Policy is for 2 way trip (return trip)

The overseas trip or activities carried out overseas are not done against the medical advice from Insured’s/claimant’s medical practitioner in Singapore.

GOLF
How to file a golf claim

Please duly complete, print and send following form to us with the supporting documents as soon as the happening of an event giving rise to a claim:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?
  1. Loss or damage to golf clubs, golf equipments & personal effects
  • Photographs of damaged item
  • Assessment report from repairer on the cause and extend of damage
  • Original invoice/receipt of the lost or damage property
  • Quotation for repair/replacement of the loss or damaged item
  • Police report if claiming for theft or malicious damage

2.Medical Expenses

  • Original medical receipts/tax invoices

3.Personal Liability

  • Letter of claim or letter of demand from third party
  • Letter from golf club confirming the incident
  • Writ of summon received from third party

Please note the insured is not to admit any liability whatsoever to the third party and forward any/all third party correspondence(s) to Liberty Insurance.

4.Personal Accident

  • For death claim:
  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate)

5.For permanent disability claim:

  • Medical/specialist report

6.Hole in One:

  • Letter from golf club certifying the hole in one by insured person
  • A copy of Hole in One certificate
  • Original entertainment bills / receipts

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Emergency Medical Evacuation and repatriation
Please call the following helpline:

  • (+65) 6334 4434 (24 hours)
PERSONAL ACCIDENT
How to file a Personal Accident claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from the date of accident:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?

1.For medical expenses:

  • Original medical receipts/tax invoices (require treating doctor to state medical diagnosis on the said receipt/tax invoice)
  • If the claim is complicated, we may require page 3 of the medical information to be duly completed by the attending physician/specialist (whichever applicable)

2.For death claim:

  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate

3.For permanent disability claim:

  • Medical/specialist report

4.For temporary disability claim:

  • Medical leave certificates
Other Frequently Asked Questions
  • What must I do to submit the claim in case I am injured and on medical leave and the treatment is on-going?
    Please submit to us the Personal Accident Claim Form, any bills and receipts you have for claim reporting. All other follow-up bills can be submitted later.
  • Can I submit photocopies of medical bills for claim processing?
    No, copies are not acceptable. We need to have the original medical bills to process the claim.
  • Is the medical report compulsory to submit?
    We will require the medical report when necessary, however, for efficient processing of claim, please submit any medical report which you have in hand with regard to the accident.
  • Must I get referral from General Practitioner to visit specialist?
    Not necessary.
  • Does Liberty pay for any medical report fees that I have incurred in support of my claim?
    No. Liberty does not pay for any medical report(s) obtained from hospital/clinic/doctor. Proof of illness/injury will be at the expense of the insured/claimant.
Family & Home
PetCare
How to file a PetCare claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from the date of accident:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?

For Section I: Third Party Liability:

1.Injury to a Third Party:

  • Documentary proof of ownership of the Insured Pet
  • Original medical bills and/or medical reports
  • Memo from the attending doctor stating the nature and suspected cause of injury

2.Damage to Third Party Property:

  • Documentary proof of ownership of the Insured Pet
  • Photos of damaged property (if available)
  • Estimate of repairs

For Section II: Accidental Death:

  • Documentary proof of ownership of the Insured Pet
  • Vet report stating the cause and time of death

For Section III: Accidental Injury:

  • Documentary proof of ownership of the Insured Pet
  • Original Vet bills and/or Vet reports
  • Memo from the attending Vet stating the nature and suspected cause of injury
  • Photos of the injury sustained (if available)

For Section IV: Theft:

  • Documentary proof of ownership of the Insured Pet
  • AVA/SPCA Lost & Stolen reference number
  • Copy of the Police Report lodged in Singapore

For Section V: Illness:

  • Documentary proof of ownership of the Insured Pet
  • Original Vet bills and/or Vet reports
  • Memo from the attending Vet stating the nature of Illness, treatment & prognosis
SeniorCare
How to file a SeniorCare claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from the date of accident:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?

1.For medical expenses:

  • Original medical receipts/tax invoices (require treating doctor to state medical diagnosis on the said receipt/tax invoice)
  • If the claim is complicated, we may require page 3 of the medical information to be duly completed by the attending physician/specialist (whichever applicable)

2.For death claim:

  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate

3.For permanent disability claim:

  • Medical/specialist report

4.For temporary disability claim:

  • Medical leave certificates
Other Frequently Asked Questions
  • What must I do to submit the claim in case I am injured and on medical leave and the treatment is on-going?
    Please submit to us the Personal Accident Claim Form, any bills and receipts you have for claim reporting. All other follow-up bills can be submitted later.
  • Can I submit photocopies of medical bills for claim processing?
    No, copies are not acceptable. We need to have the original medical bills to process the claim.
  • Is the medical report compulsory to submit?
    We will require the medical report when necessary, however, for efficient processing of claim, please submit any medical report which you have in hand with regard to the accident.
  • Must I get referral from General Practitioner to visit specialist?
    Not necessary.
  • Does Liberty pay for any medical report fees that I have incurred in support of my claim?
    No. Liberty does not pay for any medical report(s) obtained from hospital/clinic/doctor. Proof of illness/injury will be at the expense of the insured/claimant.
MaidCare
How to file a MaidCare claim

Please duly complete, print and send the following form to us with the supporting document:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required for Medical-Foreign Worker?

1.For Private Hospital:

  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Attending physician/specialist to complete page 3 and 4 of the Medical Claim Form
  • Original official final and itemized medical bill(s) (including but not limited to) Hospital Tax Invoices, attending physician bills, Pre & Post Hospital Tax Invoices, medical/specialist reports and settlement letter from other insurers if bill(s) partially paid

2.For Restructured Hospital:

  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Submit Inpatient Discharge Summary
  • Other supporting documents such as medical/specialist reports, settlement letter from other insurers if bill(s) partially paid
  • Copy of Work Permit

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Other Frequently Asked Questions for Medical-Foreign Worker
  • Can a medical claim be submitted if worker was admitted in hospital or underwent surgery as a result of industrial accident?No. Medical expenses incurred as a result of work injury should be claimed under Work Injury Compensation insurance.
  • Will treatment before and after worker’s admission/surgery be payable?Outpatient services incurred 90 days prior to surgery/admission and 90 days after discharge are payable up to policy limits. Please refer to policy wordings for details on what are payable under the Pre-Hospitalization and Post-Hospitalization benefits.
  • Can worker seek treatment overseas?The policy provides 24 hours coverage within Singapore only.
  • What is the grace period to submit a claim?
    Claims must be lodged within 31 days from date of discharge after occurrence of any hospitalization or surgery. If the claim is submitted after 31 days, we will need valid reasons for delay in reporting.
  • Do you cover the cost of obtaining medical certificates needed to support the claim?
    We will pay up to S$80.25 for original medical report received with the original invoice, provided it is a payable claim.
  • What is Pro Ration factor?In the event that the worker is admitted in a award higher than the Plan entitlement or to Private Hospital for treatment, the hospital medical expenses payable under the Policy will be reduced by the percentages stated below subject to the limits stated in the Schedule of Benefits:Private Hospitals                                   45%A1 Class in Restructured Hospitals      35%A2 Class in Restructured Hospitals      25%B1 Class in Restructured Hospitals      15%
  • What is a Special Grant benefit?It is a compensation amount paid out in the event of death of the Insured Worker for an Injury or Illness during or after treatment at a Hospital or in a Day Surgery Ward. This compensation is payable for a non work related Injury or Illness within Singapore only, which does not arise out of and/or in the course of employment.
  • Can I email Liberty the scanned claim documents for the officer to process the claim?The documents can be scanned and emailed to us as a claim notification. However we require the original documents to process the claim.
HomeCare
How to file a HomeCare claim

Please duly complete, print and send following form(s) to us with the supporting documents as soon as the happening of an event giving rise to a claim.

  1. For loss or damage to building, renovations, improvements, contents, personal and family liability claim

2.Personal Accident claim

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

Please contact us or your agent in case of fire and water damage.

Emergency Home Assistance

Please call the following helpline:

  • (+65) 6636 1131 (24 hours)
What are the supporting documents required

1.For claims on loss or damage to building, renovations, improvements and contents:

  • Photographs of damaged item
  • Assessment report from repairer on the cause and extend of damage
  • Original invoice/receipt of the lost or damage property
  • Two quotations for repair/replacement of the loss or damaged item
  • Police report if claiming for theft or malicious damage

2.Personal and Family Liability:

  • Letter of claim or letter of demand from third party
  • Writ of summon received from third party

Please note the Insured is not to admit any liability whatsoever to the third party and forward any/all third party correspondence(s) to Liberty Insurance.

3.Personal Accident:

  • For medical expenses:
  • Original medical receipts/tax invoices (require treating doctor to state medical diagnosis on the said receipt/tax invoice)
  • If the claim is complicated, we may require page 3 of the medical information to be duly completed by the attending physician/specialist (whichever applicable)

4.For death claim:

  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate)

5.For permanent disability claim:

  • Medical/specialist report

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

CLAIMS
FOR YOU AND YOUR FAMILY
PLEASE SELECT
VEHICLE
Private Car | Privilege - High-End Car | Motor Cycle
MEDICAL
proMedico | proMedico Plus | proMediCare | proMediCash
TRAVEL & LEISURE
TourCare Plus | Overseas StudentCare | GolfCare
PERSONAL ACCIDENT
Personal Accident | PACare Plus | Liberty Centennial PA | FamilyCare
Family & Home
PetCare | SeniorCare | MaidCare | HomeCare
VEHICLE
What to do when car accident happens
  1. Stay calm and not be angry. Move to somewhere safe and check if anyone requires assistance.
  2. Do not admit liability, sign any promissory note agreeing to pay for damages or allow any towing service to take your vehicle away.
  3. Obtain details of third party and any witness(s) i.e. name, NRIC number, address, contact number, vehicle number and name of third party’s insurer. Take photos of accident scene. Where possible, show the extent of damage to each vehicle and positions of both vehicles. Keep any video clips showing how accident happens as proof of evidence.
  4. Contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for filing your GIA report and finding the best workshop to repair your vehicle.
  5. Important: Under the Motor Claims Framework introduced by the General Insurance Association (GIA), you are required to file a GIA report within 24 hours of the accident regardless of whether you intend to claim on your own car policy or not, or whether your vehicle is damaged or not.
When to make a police report

Do make a police report in the following situations:

  • Any party is conveyed by ambulance to hospital or given 3 days’ outpatient medical leave
  • Government or foreign registered vehicles are involved
  • Government property is damaged (e.g. lamp post, tree)
  • A cyclist or pedestrian is involved, whether injured or not
  • Vehicle is stolen or vandalized
In the event of a vandalism or windscreen claim (accident or non-accident)

Contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for finding the best workshop or glass specialist to repair your vehicle.

In the event of a non-traffic accident (e.g. flood, fire or theft)

Contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for filing your GIA report and finding the best workshop to repair your vehicle.

Other Frequently Asked Questions
  • Why do I have to lodge an accident claim report?
    It is important for you to report within 24 hours so that we can handle your claim quickly without delay. It is a breach of policy condition for non-reporting and this may lead to repudiation of liability which means that you do not get protection under your policy. In addition, any non-compliance of this policy condition will result in a loss of your No-Claim Discount (NCD) upon renewal of your policy.
  • If I have no intention of making any claim or my vehicle is not damaged, do I still have to report the accident?
    You should make a report for record purpose.  If there is no claim submitted against you, your No-Claim Discount (NCD) will not be affected.
  •  I received a Writ of Summons from the third party, what do I do?
    Please submit the document immediately to Liberty Insurance as there is a timeline of 8 days for us to respond quickly with the appropriate action.
  • I have settled the claim with the third party, should I inform Liberty on details of the private settlement?
    Yes, please furnish details of the private settlement to Liberty for recording purposes.
  • How do I make a third party claim against the other vehicle?
    If you are involved in an accident but the third party is fully at fault, you may wish to claim against the other party for your losses. If the other party is fully at fault, the workshop will repair your vehicle and claim on your behalf. Just contact us at 1800-LIBERTY (5423 789) for receiving guidance and information and for finding the best workshop to repair your vehicle.
  •  Do I have to report all accidents to the Traffic Police?
    In case of accident involving injuries, government vehicle, government property, a cyclist or pedestrian or a foreign vehicle, please report the accident to the Traffic Police. Otherwise it is not necessary to report to the Traffic Police.
  •  What is the claims procedure if I have an accident in Malaysia?
    Please lodge a police report in Malaysia and, upon your return contact us at 1800-LIBERTY (5423 789) as soon as possible for receiving guidance and information for filing your GIA report and finding the best workshop to repair your vehicle.
  • What is a third party policy excess?
    In the event that there is a claim and a settlement under your policy, you will have to pay the third party policy excess subject to the policy terms and conditions.
MEDICAL
How to file a medical claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from date of treatment in hospital:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?
  1. For Private Hospital:
  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Attending physician/specialist to complete page 3 and 4 of the Medical Claim Form
  • Original official final and itemized medical bill(s) (including but not limited to) Hospital Tax Invoices, attending physician bills, Pre & Post Hospital Tax Invoices, medical/specialist reports and settlement letter from other insurers if bill(s) partially paid

2.For Restructured Hospital:

  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Submit Inpatient Discharge Summary
  • Other supporting documents such as medical/specialist reports, settlement letter from other insurers if bill(s) partially paid

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Other Frequently Asked Questions
  • Can I go to any physician or hospital I want?
    Yes, subject to limits and benefits as set out in the policy.
  • What is the grace period to submit a claim?
    Claims must be lodged within 30 days from date of occurrence. If the claim is submitted after 30 days, we will need valid reasons for delay in reporting.
  • Do you cover the cost of obtaining medical certificates needed to support the claim?
    No. Liberty does not pay for any medical report(s) obtained from hospital/clinic/doctor. Proof of illness/injury will be at the expense of the insured/claimant.
  • Can I email Liberty the scanned documents instead?
    No. The documents can be scanned and emailed to us however we will need the original copies to process the claim.
  • I am claiming from 2 insurance companies. What is the procedure?
    Please indicate in the Medical Claim Form that you are lodging a claim with another insurance company. Please submit a copy of the settlement advice and tax invoices in order for us to reimburse the balance (subject to policy terms & conditions). The reimbursement should not exceed the total amount that you have incurred.
  • How much can I claim from my policy?
    This depends on the benefit entitlement in your policy. Please refer to the Schedule of Benefits.
  • I have multiple admissions in hospital. How do I submit the claim?
    Each admission or surgery must be accompanied by a Medical Claim Form. Claim form is not required for follow-up visits with the same doctor/hospital.
  • What is a deductible/co-insurance?
    The portion of costs for which insured person/claimant is responsible for. The deductible/co-insurance is applicable for each & every diagnosed medical condition for which a claim is made within any one policy year.
  • What is the minimum number of hours to be confined in hospital in order to lodge a claim?
    For day surgery cases, there is no minimum number of hours to be eligible for a claim. However for non-surgical admissions, you can submit the claim for assessment when you are charged for a full day Room & Board.
  • When I utilize my Medisave account to pay for my treatment, how will my claim be reimbursed?
    Payment made from a Medisave account will be refunded to the respective Medisave account accordingly.
TRAVEL
How to file a travel claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from end date of your trip:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

For emergency assistance overseas

Please call the following helpline (Asia Assistance):

  • (+65) 6636 1131
What are the supporting documents required?
  • Copy of e-Ticket and boarding pass or the relevant page(s) of the passport showing entry into or exit from the country of visit
  • Specific documents relevant to the nature of your claim e.g. Trip Cancelation, Overseas Medical Expenses, Travel Delay, Trip Curtailment–please refer to the Travel Claim Form for these documents

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Other Frequently Asked Questions
  • Are photocopies of my original receipts/invoices acceptable for the purpose of processing my claim?
    No. Original receipts/invoices are required in order to process the Travel claim.
  • I suffer from pre-existing medical conditions. Can I claim for related medical expenses incurred during the trip?
    No. Policy excludes the following:
  1. All forms of pre-existing medical conditions that have been diagnosed, received treatment or prescribed with drugs within 6 months preceding the trip
  2. Any hospitalization within 12 months prior to commencement of the trip or for which you have prior knowledge before commencement of the trip
  • What should I do if I lose my personal belongings, money or travel documents during my trip?
    If the loss arose because of robbery, burglary or theft, you should lodge a police report or report the loss to the local authority, within 24 hours after the incident.
  • If I have multiple travel policies and have already received compensation from another insurance company for the same incident, will I still be able to make a claim under Liberty’s travel policy?
    No. If you have other insurance providing cover for the same loss, damage or liability, Liberty will not be liable to pay except for any excess beyond any amount which would have been payable under the policy had this insurance not been effected.
  • If I am pregnant, am I covered for any medical treatment incurred overseas?
    No. The policy excludes any compensation for pregnancy and any complications arising thereform.
  • If I fell sick and did not seek treatment during my trip, can I claim for medical expenses if I seek treatment in Singapore?
    Yes, if medical treatment is seek within 3 days upon your return to Singapore.
  • If I am pregnant, am I covered for medical expenses overseas?
    Yes, medical expenses incurred overseas are covered only if:
  1. Insured/claimant is more than 12 weeks/after the 1st trimester pregnancy
  2. Treatment for pregnancy is sought overseas
  3. Policy is for 2 way trip (return trip)

The overseas trip or activities carried out overseas are not done against the medical advice from Insured’s/claimant’s medical practitioner in Singapore.

GOLF
How to file a golf claim

Please duly complete, print and send following form to us with the supporting documents as soon as the happening of an event giving rise to a claim:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?
  1. Loss or damage to golf clubs, golf equipments & personal effects
  • Photographs of damaged item
  • Assessment report from repairer on the cause and extend of damage
  • Original invoice/receipt of the lost or damage property
  • Quotation for repair/replacement of the loss or damaged item
  • Police report if claiming for theft or malicious damage

2.Medical Expenses

  • Original medical receipts/tax invoices

3.Personal Liability

  • Letter of claim or letter of demand from third party
  • Letter from golf club confirming the incident
  • Writ of summon received from third party

Please note the insured is not to admit any liability whatsoever to the third party and forward any/all third party correspondence(s) to Liberty Insurance.

4.Personal Accident

  • For death claim:
  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate)

5.For permanent disability claim:

  • Medical/specialist report

6.Hole in One:

  • Letter from golf club certifying the hole in one by insured person
  • A copy of Hole in One certificate
  • Original entertainment bills / receipts

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Emergency Medical Evacuation and repatriation
Please call the following helpline:

  • (+65) 6334 4434 (24 hours)
PERSONAL ACCIDENT
How to file a Personal Accident claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from the date of accident:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?

1.For medical expenses:

  • Original medical receipts/tax invoices (require treating doctor to state medical diagnosis on the said receipt/tax invoice)
  • If the claim is complicated, we may require page 3 of the medical information to be duly completed by the attending physician/specialist (whichever applicable)

2.For death claim:

  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate

3.For permanent disability claim:

  • Medical/specialist report

4.For temporary disability claim:

  • Medical leave certificates
Other Frequently Asked Questions
  • What must I do to submit the claim in case I am injured and on medical leave and the treatment is on-going?
    Please submit to us the Personal Accident Claim Form, any bills and receipts you have for claim reporting. All other follow-up bills can be submitted later.
  • Can I submit photocopies of medical bills for claim processing?
    No, copies are not acceptable. We need to have the original medical bills to process the claim.
  • Is the medical report compulsory to submit?
    We will require the medical report when necessary, however, for efficient processing of claim, please submit any medical report which you have in hand with regard to the accident.
  • Must I get referral from General Practitioner to visit specialist?
    Not necessary.
  • Does Liberty pay for any medical report fees that I have incurred in support of my claim?
    No. Liberty does not pay for any medical report(s) obtained from hospital/clinic/doctor. Proof of illness/injury will be at the expense of the insured/claimant.
Family & Home
PetCare
How to file a PetCare claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from the date of accident:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?

For Section I: Third Party Liability:

1.Injury to a Third Party:

  • Documentary proof of ownership of the Insured Pet
  • Original medical bills and/or medical reports
  • Memo from the attending doctor stating the nature and suspected cause of injury

2.Damage to Third Party Property:

  • Documentary proof of ownership of the Insured Pet
  • Photos of damaged property (if available)
  • Estimate of repairs

For Section II: Accidental Death:

  • Documentary proof of ownership of the Insured Pet
  • Vet report stating the cause and time of death

For Section III: Accidental Injury:

  • Documentary proof of ownership of the Insured Pet
  • Original Vet bills and/or Vet reports
  • Memo from the attending Vet stating the nature and suspected cause of injury
  • Photos of the injury sustained (if available)

For Section IV: Theft:

  • Documentary proof of ownership of the Insured Pet
  • AVA/SPCA Lost & Stolen reference number
  • Copy of the Police Report lodged in Singapore

For Section V: Illness:

  • Documentary proof of ownership of the Insured Pet
  • Original Vet bills and/or Vet reports
  • Memo from the attending Vet stating the nature of Illness, treatment & prognosis
SeniorCare
How to file a SeniorCare claim

Please duly complete, print and send the following form to us with the supporting documents within 30 days from the date of accident:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required?

1.For medical expenses:

  • Original medical receipts/tax invoices (require treating doctor to state medical diagnosis on the said receipt/tax invoice)
  • If the claim is complicated, we may require page 3 of the medical information to be duly completed by the attending physician/specialist (whichever applicable)

2.For death claim:

  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate

3.For permanent disability claim:

  • Medical/specialist report

4.For temporary disability claim:

  • Medical leave certificates
Other Frequently Asked Questions
  • What must I do to submit the claim in case I am injured and on medical leave and the treatment is on-going?
    Please submit to us the Personal Accident Claim Form, any bills and receipts you have for claim reporting. All other follow-up bills can be submitted later.
  • Can I submit photocopies of medical bills for claim processing?
    No, copies are not acceptable. We need to have the original medical bills to process the claim.
  • Is the medical report compulsory to submit?
    We will require the medical report when necessary, however, for efficient processing of claim, please submit any medical report which you have in hand with regard to the accident.
  • Must I get referral from General Practitioner to visit specialist?
    Not necessary.
  • Does Liberty pay for any medical report fees that I have incurred in support of my claim?
    No. Liberty does not pay for any medical report(s) obtained from hospital/clinic/doctor. Proof of illness/injury will be at the expense of the insured/claimant.
MaidCare
How to file a MaidCare claim

Please duly complete, print and send the following form to us with the supporting document:

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

What are the supporting documents required for Medical-Foreign Worker?

1.For Private Hospital:

  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Attending physician/specialist to complete page 3 and 4 of the Medical Claim Form
  • Original official final and itemized medical bill(s) (including but not limited to) Hospital Tax Invoices, attending physician bills, Pre & Post Hospital Tax Invoices, medical/specialist reports and settlement letter from other insurers if bill(s) partially paid

2.For Restructured Hospital:

  • Insured to complete page 1 and 2 of the Medical Claim Form
  • Submit Inpatient Discharge Summary
  • Other supporting documents such as medical/specialist reports, settlement letter from other insurers if bill(s) partially paid
  • Copy of Work Permit

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

Other Frequently Asked Questions for Medical-Foreign Worker
  • Can a medical claim be submitted if worker was admitted in hospital or underwent surgery as a result of industrial accident?No. Medical expenses incurred as a result of work injury should be claimed under Work Injury Compensation insurance.
  • Will treatment before and after worker’s admission/surgery be payable?Outpatient services incurred 90 days prior to surgery/admission and 90 days after discharge are payable up to policy limits. Please refer to policy wordings for details on what are payable under the Pre-Hospitalization and Post-Hospitalization benefits.
  • Can worker seek treatment overseas?The policy provides 24 hours coverage within Singapore only.
  • What is the grace period to submit a claim?
    Claims must be lodged within 31 days from date of discharge after occurrence of any hospitalization or surgery. If the claim is submitted after 31 days, we will need valid reasons for delay in reporting.
  • Do you cover the cost of obtaining medical certificates needed to support the claim?
    We will pay up to S$80.25 for original medical report received with the original invoice, provided it is a payable claim.
  • What is Pro Ration factor?In the event that the worker is admitted in a award higher than the Plan entitlement or to Private Hospital for treatment, the hospital medical expenses payable under the Policy will be reduced by the percentages stated below subject to the limits stated in the Schedule of Benefits:Private Hospitals                                   45%A1 Class in Restructured Hospitals      35%A2 Class in Restructured Hospitals      25%B1 Class in Restructured Hospitals      15%
  • What is a Special Grant benefit?It is a compensation amount paid out in the event of death of the Insured Worker for an Injury or Illness during or after treatment at a Hospital or in a Day Surgery Ward. This compensation is payable for a non work related Injury or Illness within Singapore only, which does not arise out of and/or in the course of employment.
  • Can I email Liberty the scanned claim documents for the officer to process the claim?The documents can be scanned and emailed to us as a claim notification. However we require the original documents to process the claim.
HomeCare
How to file a HomeCare claim

Please duly complete, print and send following form(s) to us with the supporting documents as soon as the happening of an event giving rise to a claim.

  1. For loss or damage to building, renovations, improvements, contents, personal and family liability claim

2.Personal Accident claim

Please mail the original documents (including original medical tax invoices) to us at 51 Club Street Liberty House Singapore 069428.

Please contact us or your agent in case of fire and water damage.

Emergency Home Assistance

Please call the following helpline:

  • (+65) 6636 1131 (24 hours)
What are the supporting documents required

1.For claims on loss or damage to building, renovations, improvements and contents:

  • Photographs of damaged item
  • Assessment report from repairer on the cause and extend of damage
  • Original invoice/receipt of the lost or damage property
  • Two quotations for repair/replacement of the loss or damaged item
  • Police report if claiming for theft or malicious damage

2.Personal and Family Liability:

  • Letter of claim or letter of demand from third party
  • Writ of summon received from third party

Please note the Insured is not to admit any liability whatsoever to the third party and forward any/all third party correspondence(s) to Liberty Insurance.

3.Personal Accident:

  • For medical expenses:
  • Original medical receipts/tax invoices (require treating doctor to state medical diagnosis on the said receipt/tax invoice)
  • If the claim is complicated, we may require page 3 of the medical information to be duly completed by the attending physician/specialist (whichever applicable)

4.For death claim:

  • Death certificate, autopsy report, coroner’s findings, proof of relationship between insured & claimant (i.e. copy of marriage/birth certificate)

5.For permanent disability claim:

  • Medical/specialist report

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.