Frequently Asked Questions

Motorcycle Insurance

Paying premiums

    • Q: What are the different types of premium payment methods available for me to pay for my motor insurance policy? A: For your convenience, we have the following premium payment methods available for you to choose from.
      Payment methods New motor insurance policy Renewal of motor insurance policy
      AXS Stations (View locations)  
      ATM  
      Cash
      Cheque
      Credit Card
      Internet Banking  
      NETS
      Phone Banking  
      www.income.com.sg
    • Q: Who should I make my cheque payable to? A:

      You can make the cheque payable to NTUC Income. On the back of the cheque, please indicate your name, policy number and contact details.

    • Q: Can I issue a post-dated cheque? A:

      No, we do not accept post-dated cheque.

    • Q: Can I use a third party’s cheque? A:

      Yes, you can. In a case where there is excess premium, the refund will be paid to the policyholder.

    • Q: What types of credit card can I use? A:

      We accept both MasterCard and Visa credit cards.

    • Q: What are the payment options available to me when making a payment via my credit card? A:

      You can choose to settle the payment via lump sum credit card payment. Alternatively, you can opt for an Instalment Payment Plan (IPP) through your credit card.

    • Q: What are the details of the Instalment Payment Plan (IPP) through credit card? A:

      IPP is an interest-free instalment payment plan offered by the banks (participating banks include DBS / POSB, OCBC and UOB) for NTUC Income's motor insurance. The bank will bill the cardholder monthly.

      For terms and conditions on the IPP, please refer to the respective banks’ website:

    • Q: How can I activate this Instalment Payment Plan (IPP)? A:

      You will need to be present at one of the NTUC Income servicing branches to sign the credit card confirmation slip.

    • Q: If I am unable to activate this instalment plan, can I have an insurance adviser assist me to activate it? A:

      Yes, you can. However, the insurance adviser will need to fill up a copy of the application form to authorise him/her to activate the instalment plan on your behalf.

    • Q: What is the minimum premium to qualify for Instalment Payment Plan (IPP) and how many months’ instalments am I allowed to apply for? A:

      The minimum premium to qualify for IPP is $200 with a repayment period of 6 months. For a 12-month repayment period, a minimum of $500 is required.

    • Q: Can I use a third party’s credit card (e.g. spouse’s card) for this instalment plan? A:

      Yes, you can. Both the policyholder and the cardholder will need to be present at one of the NTUC Income servicing branches.

      The cardholder is required to sign the credit card confirmation slip while the policyholder is required to sign the declaration form for the premium payment using third party credit card.

    • Q: If the cardholder is not available to sign the credit card confirmation slip at the branch, can he / she give a written authorisation? A:

      No, the cardholder needs to be present for verification of the credit card details and sign the credit card confirmation slip. This is to safeguard the cardholder’s interest and prevent the misuse of written authorisation.

    • Q: If I am a supplementary cardholder, can I still apply for this instalment plan? A:

      Yes, as long as the credit card is issued in your name.

    • Q: If my vehicle is registered under a company, can I still apply for this instalment plan? A:

      Yes, you can. Both the policyholder and the cardholder will need to be present at one of the NTUC Income servicing branches with a copy of the company business profile.

      The cardholder is required to sign the credit card confirmation slip while the policyholder is required to sign the declaration form for the premium payment using third party credit card.

    • Q: Currently, my road tax expires earlier than my motor insurance policy. If I want to purchase a motor insurance policy for less than 12 months to coincide both their expiry dates, can I still apply for this instalment plan. A:

      Yes, you can still opt for IPP provided the motor insurance policy that you purchase is for a minimum period of nine months.

    • Q: What will happen to my motor insurance policy if I fail to pay the instalment? A:

      Your motor insurance policy will remain in force but the bank will charge you the usual late payment fee with interest.

      If I am still paying for my instalment payments and decide to sell my vehicle, how is my refund computed for my motor insurance policy cancellation?

      The refund of premium deducted via credit card will be settled by credit card. The refund will be displayed in the cardholder’s credit card statement as “INC POL xxxxxxxxxx”.

      The refund is a lump sum amount which will reduce the cardholder’s overall outstanding bill in the credit card statement. Cardholder will continue to service the remaining instalment with the Bank.

      The motor insurance policy refund is calculated based on the following conditions:

      • Taking up another motor insurance policy with us within 90 days from the effective date of cancellation
        Premium refund = premium x unexpired period of insurance (days)/original period of insurance (days)
      • Not taking up another motor insurance policy with us
        Premium refund = (85% of premium) x unexpired period of insurance (days)/original period of insurance (days)
    • Q: What information do I need to have to make my premium payment via ATM / AXS / Internet / Phone Banking or www.income.com.sg? A:

      For premium payment via ATM / AXS / Internet or Phone Banking, you will need to enter the Bill Reference Number and premium amount in order to make your payment. Both the Bill Reference Number and premium amount can be found on your Renewal Notice.

      For premium payment via www.income.com.sg, you need to enter the Policy Number, Product Type and the exact premium amount.

    • Q: What happens if I were to enter the wrong payment amount? A:

      For insufficient payment, you will need to make payment for the difference in amounts using the same Bill Reference Number. For excess payment, you can inform us via our online enquiry web form for the refund cheque to be sent to you. When submitting your request, please indicate your Vehicle Registration Number. 

      This does not apply to payment via www.income.com.sg.

No-Claim Discount (NCD)

    • Q: What is a No Claim Discount (NCD)? A:

      NCD is the insurer’s way of recognising you for being a careful driver. The following table shows how the NCD is set by all insurers across the industry.

      Number of accident-free years Percentage of NCD awarded
      Private Car Commercial Vehicle / Motorcycle
      One year 10% 10%
      Two consecutive years 20% 15%
      Three consecutive years 30% 20%
      Four consecutive years 40% 20%
      Five or more consecutive years 50% 20%

      NCD helps to reduce the premium for the following year.

    • Q: Does my NCD apply to me or to my vehicle? A:

      Your NCD applies to you (the policyholder) and is tied to one vehicle.

      For example:

      • If you sell your existing vehicle and buy another one, you can transfer the NCD from the existing vehicle to the newly purchased vehicle.
      • If you retain your existing vehicle and buy another one, you can choose to transfer the NCD from the existing vehicle to the newly purchase vehicle. You will then have to earn the NCD for the existing vehicle. Alternatively, you can choose to keep the NCD with your existing vehicle and start earning the NCD for the newly purchase vehicle.
    • Q: How will my NCD be affected if I make a claim? A:

      Please refer to the table below.

      Vehicle Type Current NCD NCD after one claim
      Private Car 50% 20%
      40% 10%
      30% and below 0%
      Commercial Vehicle / Motorcycle 20% and below 0%
    • Q: How do I reinstate my NCD when my claim against the other party is successful and finalised by my previous insurer? A:

      You will need to submit the supporting documents to your previous insurer for them to reinstate your NCD of your previous policy. Please notify your previous insurer to inform us once the NCD is reinstated

      Once our records are verified, we will amend your policy and refund you the excess premium accordingly.

    • Q: What if I declare a higher / lower NCD due to my previous accident claims history? A:

      We will verify the NCD you declared.

      If your previous insurer confirms:

      • A higher NCD, we will amend your motor insurance policy and refund you the excess premium
      • A lower NCD, we will amend your motor insurance policy and ask you to settle the additional premium
    • Q: What if I was involved in an accident and did not inform my insurance company? A:

      Your NCD will be further reduced by 10% if you:

      • Fail to report the accident
      • Did not report the accident at any of NTUC Income Accident Reporting Centres by the end of the next working day of the accident

      This further reduction is on top of any NCD reduction resulting from the claim made under your motor insurance policy.

    • Q: What can I do to retain my NCD for my next policy renewal if I have a minor accident? A:

      You can choose to have a private settlement with the other party if it is a minor accident involving another vehicle and there is no injury to any party.

      When settling under private settlement, please ensure both parties duly fill up and sign the private settlement form.

      Alternatively, you can choose to reimburse the claim amount that we have settled. Both ways will allow you to retain your NCD in the next policy renewal.

    • Q: How will my NCD be affected if there is a break in ownership of my vehicle? A:

      You are allowed to keep your NCD for up to 24 months if there is a break in ownership.

    • Q: How can I insure against the loss of my NCD? A:

      The NCD Protection is available at 10% of the net premium or $53.50 (inclusive of GST), whichever is higher.

    • Q: What is the benefit of purchasing a NCD Protection? A:

      NCD Protection protects your NCD from any claims arising from one accident during the year. You cannot transfer the NCD Protection to another insurance company.

      The following table illustrates how a 50% NCD is protected.

      Number of claims during the period of insurance NCD on renewal
      1 50%
      2 20%
      3 or more 0%
    • Q: Will the NCD Protection guarantee policy renewal and protect my NCD against late reporting of accidents? A:

      The NCD protection does not guarantee that we will renew your policy. If you fail to report any accident to us within 24 hours, even with this NCD protection, your NCD will still be reduced by 10%.

    • Q: I am the policyholder and Main Driver for my motor insurance policy. Can I transfer my NCD to one of my Named Drivers under my policy so that he / she can enjoy a lower premium? A:

      No, NCD is not transferrable to another person except to your spouse provided your spouse is taking the new motor insurance policy with NTUC Income.

      This is a one-time transfer and is non reversible. After the transfer, your NCD for your existing motor insurance policy will become 0%. Download application form.

      NTUC Income reserves the rights to review this exception from time to time.

    • Q: I own a private vehicle but do not have a driving license. My vehicle is driven by my Primary Driver and now he / she wishes to buy a vehicle. Can I transfer the NCD to him / her? A:

      Yes, NCD is transferrable to your primary driver provided he / she is taking the new motor insurance policy with NTUC Income.

      This is a one-time transfer and is non reversible. After the transfer, your NCD for your existing motor insurance policy will become 0%.

    • Q: I am a foreigner working in Singapore. How can I transfer my NCD from the vehicle in my home country to the new vehicle I bought in Singapore? A:

      You need to provide us an original letter from your motor insurer in your home country. The letter should state the number of accident-free years whilst insured with them.

      We will evaluate and decide to accept / reject / grant the appropriate percentage of NCD. The maximum NCD we will grant is 50% for private car or 20% for commercial vehicle or motorcycle.

    • Q: I own two companies (Company A and Company B). The commercial vehicle registered under Company A is entitled to 20% NCD. Can I transfer the 20% NCD to the new commercial vehicle registered under Company B? A:

      No, the NCD of your commercial vehicle registered under Company A is not transferable to the commercial vehicle registered under Company B regardless of the relationship between their shareholders.

    • Q: Can I transfer my commercial vehicle NCD to my private car? A:

      No, NCD is only transferrable within the same vehicle type.

    • Q: If my motor insurance policy is in force, can I still withdraw my NCD? A:

      Yes, you can withdraw the NCD while your policy is still in force by paying to us the difference in premium subject to no claims made under your motor insurance policy.

    • Q: Can I backdate my NCD withdrawal? A:

      No, we do not allow backdating of NCD withdrawal.

Named Drivers

    • Q: What is the benefit of having named drivers in my motor insurance policy? A:

      By having named drivers in your motor insurance policy, your named drivers will enjoy the same Excess as you. Excess is the amount the policyholder is required to contribute before they can make a claim.

    • Q: How many named drivers can I include in my motor insurance policy? A:

      Besides the owner, you can include up to two named drivers in your motor insurance policy.

      If you do not drive, you should include the name and details of the primary driver. With the primary driver, you can still include two named drivers.

      Download form to include named driver(s) to your motor insurance policy

    • Q: When applying for a motor insurance policy, is it compulsory to have named drivers? A:

      No, it is not compulsory to have named drivers. However, we encourage you to include frequent users of your vehicle as named drivers.

    • Q: What is the additional Excess imposed on an unnamed driver who uses my vehicle and is involved in an accident? A:

      When you make a claim under your motor insurance policy, an additional Excess1, on top of the standard Excess1 will apply, as follows:

      Unnamed2 Driver Additional Excess1
      Below 27 years old
      Or
      Less than one year driving experience
      $2,500
      27 years old and above $500

      1 Excess is the amount the policyholder is required to contribute before they can make a claim.

      2 Unnamed Driver refers to someone who is not named under a motor insurance policy.

    • Q: If I include named drivers in my motor insurance policy, will my premium increase? A:

      The premium of your motor insurance policy is calculated based on the profiles of the owner and the named drivers. Depending on the risk profiles of the named drivers, the premium may remain the same, get lower or get higher.

      It is important to disclose relevant information in your application so that the risks can be assessed correctly. By naming drivers who frequently use your car, you will pay premium rates that reflect the risk profiles of the drivers more accurately.

    • Q: Can I include named drivers for my Third Party Fire and Theft (TPFT) or Third Party (TP) coverage? A:

      It is not necessary to include named drivers in your TPFT or TP coverage.

    • Q: Who can I include as named drivers? A:

      You can include anyone who uses your vehicle regularly. It is not restricted to family members only.

      Download form to include named driver(s) to your motor insurance policy

    • Q: How will the No Claim Discount (NCD) entitlement be affected with the inclusion of named drivers? A:

      The NCD entitlement will not be affected. It will follow the owner and not the named drivers.

    • Q: When will I be allowed to include named drivers in my motor insurance policy? A:

      All new and renewed motor insurance policies have the option to include named drivers. You can also include named drivers anytime during the policy term.

    • Q: How much additional premium do I need to pay if I want to include / change the named drivers? A:

      The additional premium you have to pay will depend on the risk profile of the newly included / changed named driver. A minimum premium of $26.75 (inclusive of GST) will apply.

      Download form to include named driver(s) to your motor insurance policy

    • Q: If I change named driver(s) to someone with a better risk profile, will there be any refund? A:

      You will need to pay an administrative charge of $26.75 (inclusive of GST). We will refund you any difference in premium less the administrative charge (if any).

Policy cancellation

    • Q: What should I do if I sell my vehicle? A:

      If you sell your vehicle, you can call our NTUC Income hotline at 6788 6616 or email us at csquery@income.com.sg to cancel your policy.

      Alternatively, you may visit one of the NTUC Income servicing branches to process your motor insurance policy cancellation.

    • Q: When is the effective date of cancellation for my motor insurance policy? A:

      It will be the date we receive the request through various channels such as fax, email, phone calls or on the day policyholder visits the branch.

    • Q: How can I backdate my motor insurance policy cancellation? A:

      We do not allow you to backdate your motor insurance policy cancellation.

      Exceptions will be considered if you have special reasons to support the need to backdate your motor insurance policy cancellation. Please provide us the appropriate documents (e.g. A handling and taking over note or a scrap certificate, etc.).

    • Q: When can I receive my refund upon my motor insurance policy cancellation? A:

      You will receive your refund within seven working days.

      For premium payment via Instalment Payment Plan (IPP) through credit card, we will credit the refund to your same credit card account. For any other premium payment methods, NTUC Income or your agents will send you a refund cheque.

    • Q: How is my refund computed for my motor insurance policy cancellation? A:

      The motor insurance policy refund is calculated based on the following conditions:

      • Taking up another motor insurance policy with us within 90 days from the effective date of cancellation
        Premium refund = premium x unexpired period of insurance (days) / original period of insurance (days)
      • Not taking up another motor insurance policy with us
        Premium refund = (85% of premium) x unexpired period of insurance (days) / original period of insurance (days)
    • Q: Do all insurers adopt the same method to compute the refund? A:

      No, different motor insurers have different methods of computing refund.

    • Q: Under what conditions can I get a pro-rata refund for my motor insurance policy? A:

      A pro-rata refund is given when you take up a replacement motor insurance policy with us within 90 days from the effective date of cancellation.

    • Q: What is the minimum premium charged for my motor insurance policy cancellation? A:

      The minimum premium charged is $26.75 (inclusive of GST) upon your motor insurance policy cancellation.

      This minimum sum will also be imposed if your new motor insurance policy is not taken up after it is issued.

    • Q: Can you refund me cash instead of a cheque? A:

      We will only refund via cheque.

    • Q: If I made a claim under my motor insurance policy, am I still entitled to a refund? A:

      No refund will be given if there is a claim made under your motor insurance policy.

Motor claims

    • Q: What is the first thing I have to do at the accident scene? A:

      You have to stay calm. First of all, please make sure that nobody is injured.

      If someone is injured, you will need to call the ambulance and police immediately. You must also not shift your vehicle.

      You may also call NTUC Income hotline at 6788 6616 for assistance.

    • Q: What are the actions I need to take at the accident scene? A:

      You should remember to take note on the following (if the traffic condition permits):

      • Take photos of the extent of the damage for all vehicles involved in the accident
      • Exchange particulars with all drivers involved in the accident
      • Take down the particulars of all injured persons, if possible, and note the extent of injuries
    • Q: Can I accept assistance from roadside towing services or workshops? A:

      You should not allow any tow truck who is not assigned by us to take over your car. If in doubt, please call NTUC Income hotline at 6788 6616.

    • Q: Why am I not allowed to accept assistance from such towing services or workshops? A:

      These workshops are not our partners and we have no control over the repair quality. If the repair is poorly done, we will not be able to help you.

      Furthermore, the claim cost may be inflated, resulting in higher premium in your next renewal.

    • Q: Can I request for towing service even though my policy is not under a Comprehensive coverage? A:

      Towing benefit is only available under Comprehensive coverage. However, we can help you to arrange for a tow truck upon request. You will have to pay the fee directly to the tow truck operator.

    • Q: What happens if the accident occurs outside Singapore? A:

      You should make a report at the nearest police station. If towing is required, you may call NTUC Income hotline at 6788 6616 for assistance. The towing benefit is capped to an amount shown in the policy contract. Once the vehicle reaches Singapore, it will be towed to the nearest reporting centre for you to file an accident report.

    • Q: Where can I send my vehicle for repair and submit the claim? A:

      You should always go to an NTUC Income Quality workshop. They can help you to file for either an Own Damage or Third Party claim and submit an accident report.

    • Q: Do I need to report to the police for all accidents? A:

      You will only need to report to the police when the accident involved government vehicle or property / foreign vehicle / pedestrian or cyclist / injury to anyone / hit-and-run accident.

    • Q: Where can I report the accident? A:

      You can report the accident at any of our appointed Accident Reporting Centres.

    • Q: What is the time frame for me to report the accident? A:

      You must complete your accident reporting by the end of the next working day of the accident.

    • Q: What happens if I exceed the time frame for accident reporting? A:

      A 10% of No Claim Discount will be deducted from your policy for late reporting.

    • Q: How long does it take to complete the accident reporting? A:

      It takes about 30 minutes to complete the accident reporting.

    • Q: Who must be present and what documents are required for the accident reporting? A:

      The driver involved in the accident must report personally, with a copy of the driving license and NRIC, to any Accident Reporting Centre. The vehicle must also be made available for photo-taking at the time of reporting.

    • Q: Why is it important to make an accident report? A:

      The accident report will provide us with the necessary information to handle all claims made against you for the accident. Otherwise, you may have to handle and settle any claims on your own.

    • Q: If I have no intention of making any claim or my vehicle is not damaged, do I still have to report the accident? A:

      You should make a report for record purposes. If no claim is submitted against you, your report will not affect your No-Claim Discount or premium.

    • Q: What is a private settlement? A:

      A private settlement is a resolution of the accident amount the motorists without involving the insurers. The settlement could be one party paying the other or both parties agreeing not to claim from each other.

    • Q: What is the benefit of private settlement? A:

      You can maintain a clean claim record by opting for a Private Settlement with the other party when you have a minor accident. This would mean that you can continue to enjoy your current NCD and standard premium on your policy renewal.

    • Q: Under what circumstances should I opt for private settlement? A:

      You may wish to opt for private settlement in situations where there is no or minor damages (e.g. Repair cost estimated to be less than a few hundred dollars) to your vehicle.

    • Q: What do I need to take note of when I opt for private settlement? A:

      You will need to ensure that the private settlement form is duly filled up and signed by both parties. If cash payment is involved for the settlement, the recipient has to acknowledge receipt of the amount. You will then need to submit this form to your insurer.

    • Q: What are my claim options if I am not at fault for the accident? A:

      You have the following options:

      • Claim from the party who is liable for the accident directly
      • Claim under your policy provided you have purchased a Comprehensive coverage
    • Q: Why do I have to claim under my policy if I am not at fault for the accident? A:

      The other party may make the report in his favour. As a result, you may not receive the full compensation for your claim. For such cases, you will need to pay for the difference.

      However, if you claim under your policy, you will get to enjoy the following benefits:

      • Immediate commencement of repair and you only need to pay the Excess1
      • Enjoy 12 months of warranty on the repair by NTUC Income Quality workshop

      1 Excess is the amount the policyholder is required to contribute before they can make a claim

    • Q: What is the key difference between a Drivo Premium Plan and a Drivo Classic Plan? A:

      The key difference is in the choice of the workshop:

      • Drivo Premium Plan – You can have your repair done at your preferred workshop
      • Drivo Classic Plan – We will assign a workshop from our panel to repair your vehicle
    • Q: Can I still send my vehicle to my preferred workshop for repair for Drivo Classic Plan? A:

      No, repair has to be carried out at NTUC Income Quality workshop.

      If you wish to have your vehicle repaired at your preferred workshop, you may purchase our Drivo Premium Plan.

    • Q: If my vehicle is repaired at NTUC Income Quality workshop instead of my preferred workshop, will the quality of the repair be compromised? A:

      No. we have stringent selection criteria for our Quality workshops. Our panel of Quality workshops provides high quality of repair and service to our customers as they follow strictly to the job scope that we provide for every repair. Furthermore, our Quality workshops provide 12 months warranty on all repairs. Hence, you can be assured of high quality of repair.

    • Q: Do NTUC Income Quality workshops use all new parts to repair my vehicle? A:

      The duty of an insurer is to reinstate / restore your damaged vehicle to its pre-accident condition. The workshops have to ensure that the quality of the repair is to your satisfaction and the repaired vehicle is fit to be driven on the road.

      This is the industry practice among all insurers.

      The parts used for repairs will depend on the age of the vehicle:

      • Less than three years old – We will use new genuine or Original Equipment Manufacturer parts
      • Over three years old – Workshop will have the right to decide to repair the damaged parts, use reconditioned, Original Equipment Manufacturer or new parts
    • Q: How long will NTUC Income Quality workshop take to repair my vehicle? A:

      The duration depends on the extent of damage and availability of parts.

    • Q: What do I need to pay if I claim under my policy? A:

      You are required to pay the Excess1 (subject to prevailing GST) applicable under the policy.

      If you have upgraded to Drivo Premium Plans or Drivo Classic Plus plan, the Excess1 is waived. You will also be given a transport allowance of $50 per day up to seven days.

      1 Excess is the amount the policyholder is required to contribute before they can make a claim.

    • Q: Is the Excess under the policy subject to GST? A:

      Yes, the Excess1 is subject to prevailing GST.

      1 Excess is the amount the policyholder is required to contribute before they can make a claim.

    • Q: What is the Excess applicable if my car is driven by someone who is not named under my policy? A:

      Please refer to the table below.

      Unnamed1 Driver Further Excess2
      Below 27 years old
      or
      Less than one year driving experience
      $2,500
      27 years old & above $500

      1 Unnamed driver refers to someone who is not named under a motor insurance policy.

      2 Excess is the amount the policyholder is required to contribute before they can make a claim.

    • Q: What happens if the Total Excess applicable is higher than my repair cost? A:

      You will not be able to receive any claim payout under your policy if the Excess1 is higher than the repair cost.

      1 Excess is the amount the policyholder is required to contribute before they can make a claim.

    • Q: What is the benefit of using NTUC Income Quality workshops as compared to the other workshops available in the market? A:

      NTUC Income’s panel of Quality workshops is appointed through a series of stringent assessments. We will review the performance of these workshops annually for reappointment. In addition, NTUC Income’s panel of Quality workshops will provide 12 months warranty on the repair done.

      You can be assured that we have workshops with good workmanship and service attending to your damaged vehicle.

    • Q: How can I get an update on the progress of the repair? A:

      You can call your appointed NTUC Income Quality workshop to check on the progress.

    • Q: What happens if I have some issues with the repair? A:

      NTUC Income Quality workshops provide 12 months warranty for all repairs done. You can send your vehicle back to the same workshop and we will ensure that they will repair your vehicle to your satisfaction.

    • Q: Will NTUC Income Quality Workshop help me to claim against the third party? A:

      All NTUC Income Quality workshops will help you to file your claim against the third party. For cases where they are not confident in claiming against the third party, they will refer the cases to us.

    • Q: What will cause my NCD to be affected? A:

      Your NCD is affected by the following:

      • When you make a claim and we are unable to recover the claim cost from any party
      • When a third party makes a claim against you
    • Q: If I am not at fault for the accident but make an own damage claim, will my NCD be affected? A:

      Your NCD will not be affected if we can recover the claim amount from the other party. However, if the claim recovery is not successful, your NCD will be affected.

    • Q: How much of my NCD will be deducted after an accident? A:

      Please refer to the table below.

      Vehicle Type Current NCD NCD After One Accident
      Private Car 50% 20%
      40% 10%
      30% & Below 0%
      Commercial Vehicle / Motorcycle 20% & Below 0%
    • Q: What happens if I have more than one accident in a year? A:

      Your NCD will be reduced to 0%.

    • Q: What is some important information which I need to know if I wish to claim against a third party? A:

      You need to prove that the other party is liable for the accident before you can file a claim against him / her.

    • Q: Why do I need to pay the claim cost upfront? A:

      When the liability of the accident is not clearly determined, some workshops may not want to take the risk of financing the cost of repair.

      Some workshops may want you to settle the repair bill upon collection of your vehicle immediately after repair. Others may agree to finance it at the beginning and later want you to pay up when they encounter problems recovering the claim from the other insurer.

    • Q: Can I revert to claim under my policy if the Third Party claim against the other insurer is unsuccessful? A:

      When the accident is likely to be conflicted, we strongly encourage you to claim under your own policy. Once the claim is settled, we will recover the claim on your behalf from the party liable for the accident.

      If you proceed to attempt the Third Party claim first, you will breach our policy conditions and affect our position. Hence, we are unable to allow you to revert to claim under your policy.

    • Q: What is the pre-repair inspection requirement of the Non-Injury Motor Accidents (NIMA) Protocol? A:

      The Protocol requires the claimant to give the paying insurer an opportunity to inspect the vehicle before any repair is carried out. The insurer is to conduct the inspection within two days (excluding Saturdays, Sundays and Public Holidays), upon receiving the notification. More about NIMA protocol

    • Q: What will happen if one of the parties does not fulfill the requirement of the Protocol? A:

      The Court has the right to impose costs sanctions against the party in breach of the Protocol.

    • Q: Does this requirement delay the repair of the vehicle? A:

      The Court has the right to award compensation for the loss of use of the vehicle to the claimant for any delay in conducting the pre-repair inspection of the vehicle.

    • Q: What is my role if the other party is claiming against me? A:

      Your role is to provide information regarding the accident scenario and verify the extent of damage to the other vehicle(s). We will decide on the payout of the claim.

    • Q: If I am not at fault for the accident, can you contest the claim for me? A:

      We will look at all the evidences available for us before we make a decision. If we are convinced you are not at fault, we will contest the claim.

    • Q: What happens if I insist to contest the claim against me? A:

      We are only able to help you if you are able to produce convincing evidence to us.

    • Q: What do I have to do when I received the letters or documents from the third party or their lawyers? A:

      You will need to submit these documents to us immediately.

    • Q: If there is a Third Party claim against me, will I be updated on the status? A:

      We will inform you at two stages:

      • Immediately on receipt of the notification of claim from the third party
      • Upon reaching a decision to settle the Third Party claim
    • Q: Do I need to make a report at the Accident Reporting Centres? A:

      There is no need for you to make a report at the Accident Reporting Centre for windscreen damage. However, you are required to complete a windscreen claim form at our workshops.

    • Q: Where can I have my damaged windscreen replaced? A:

      We have a list of workshops that specialise in windscreen repairs.

    • Q: Can I go to other workshops instead of your specialist windscreen workshops? A:

      Yes, you can go to other workshops provided you are insured under Drivo Premium Plan.

      However, we strongly encourage you to go to our specialist windscreen workshops as they keep stock of windscreens for most models of vehicles. You will be able to have a faster windscreen replacement.

    • Q: If I am making a windscreen claim, will my No Claim Discount be affected? A:

      No, your No-Claim Discount will not be affected.

    • Q: Do I need to pay any Excess for my windscreen claim? A:

      Yes, you are required to pay an Excess1 (subject to prevailing GST). For the exact amount, please refer to your Certificate of Insurance.

      1 Excess is the amount the policyholder is required to contribute before they can make a claim.

    • Q: What is the procedure for making a theft claim? A:

      You will need to lodge a police report and submit the theft report to us at any of the NTUC Income branches by the next working day.

    • Q: How soon will the theft claim be settled? A:

      The police will need three months to complete their investigation. We will only pay out the claim after the investigation is completed.

    • Q: How is the payout amount for the theft claim derived? A:

      We will pay you the market value of your vehicle at the time of loss. We obtain the market value from various sources such as motor traders, surveyors, online motoring websites and newspaper advertisement.

    • Q: What happens if I am still servicing my car loan with a finance company? A:

      We will pay the full payout amount to your finance company and they will settle with you the difference, if any.

    • Q: What happens if the vehicle is subsequently recovered? A:

      After we settle the Theft claim, the vehicle belongs to NTUC Income. We have the right to decide on the appropriate action.

    • Q: When will a vehicle claim be settled on “Total Loss” basis? A:

      If the repair cost exceeds the Economical Repair Value, we will settle the claim on “Total Loss” basis. The Economical Repair Value is the market value less Preferential Additional Registration Fee (PARF) & Certificate of Entitlement (COE) rebate.

    • Q: How do you obtain the market value of the vehicle? A:

      How do you obtain the market value of the vehicle?

    • Q: How do I know if your market value is fair? A:

      We will ensure that the market value offered to you will enable you to purchase a similar car from the resale market.

    • Q: How do you dispose of my car? A:

      Upon payout of the claim, we will engage a wreck buyer to take over the ownership of your vehicle.

    • Q: What happens if I wish to repair my vehicle instead of settling it on “Total Loss” basis? A:

      We will offer you the Economical Repair Value of the vehicle and you can arrange for it to be repaired at your preferred workshop. We will pay you only after the repair is completed and you will be responsible for any post repair issues.

Online quote and purchase

    • Q: How do I get a Motor online quote to purchase online? A:

      You can visit our website at www.income.com.sg and click “Private Car Insurance” or “Motorcycle Insurance” under Buy Online on the right hand panel of the page.

    • Q: Which class of Motor Insurance can I purchase online? A:

      You can purchase both Private Car Insurance and Motorcycle Insurance online.

    • Q: What are the payment modes available when I purchase online? A:

      You can pay either via eNETS Direct Debit or Visa/MasterCard Credit Cards.

    • Q: If I am a supplementary cardholder, can I still purchase my Motor Insurance online? A:

      Yes, as long as the Credit Card is valid and is issued in your name.

    • Q: Will my policy be activated once I purchase my Motor Insurance online? A:

      Yes, as long as your payment confirmation is successful.

    • Q: How will I receive my policy document? A:

      Upon successful payment confirmation, you will receive a confirmation email which includes a link for you to view your policy document. There will not be any hardcopy mailed to you.

Online accident reporting

    • Q: Under what situations can I choose to submit an online accident report? A:

      You can choose to submit an online accident report only if you do not wish to make any claim under your policy or against the other party.

    • Q: Can I submit an online accident report if I already have a private settlement with the other party? A:

      Yes, you can still submit the online accident report. Please attach a copy of the private settlement form that has been completed and signed by both parties.

    • Q: Who can submit the online accident report? A:

      The owner or the driver of the vehicle at the time of the accident can submit the accident report online.

    • Q: What is the time-frame for me to report the accident? A:

      You must complete your accident reporting by the end of the next working day of the accident.

    • Q: What happens if I exceed the time-frame for an accident report? A:

      A 10% of No Claim Discount will be deducted from your policy for late reporting. This same thing applies if you choose to report the accident personally at any of our Accident Reporting Centres.

    • Q: What is the information required to complete the online accident report? A:

      You need to provide us with the following information:

      • Particulars of the vehicle owner and driver
      • Account of the accident
      • Copies of the driver’s NRIC and driving license

      Minimum 4 photographs of your vehicle that shows the vehicle registration number and damages (if any)

    • Q: How will I know whether my online accident report is successful? A:

      You will receive an SMS upon successful submission. We will also be mailing the completed claim form and sketch plan to the policyholder.

    • Q: Do I still need to make another report at an Accident Reporting Centre after making an online submission? A:

      No, you do not have to make another report.

    • Q: I am not sure if the other party wants to make a claim against me. Can I still proceed to submit my accident report online? A:

      Yes, you may do so.

    • Q: If I submit my accident report online and the other party proceeds to submit a claim against me, will NTUC Income handle the claim? A:

      Yes, we will handle the claim according to the policy terms and conditions.

    • Q: How will I be informed if the other party makes a claim against me? A:

      We will inform the policyholder by a letter.

    • Q: What should I do if I change my mind and decide to make a claim after submitting my online accident report? A:

      If you are unsure of your decision at this juncture, we would advise you to proceed to any of our Accident Reporting Centres to make the report within 24 hours.