Claims Policy

1. Purpose

This policy outlines the procedures and requirements for submitting claims under your insurance subscription. It ensures a smooth and efficient claims process for all policyholders.

2. Eligibility:

To be eligible to file a claim, you must have an active insurance policy with our platform. Claims can be made for covered incidents as defined in your policy documents.

3. Claim Submission Process:

Claims can be submitted through the HAPPI App. The information and supporting documents required may vary depending on your claim type, policy coverage and circumstances.

How to Submit a Claim

Step 1 – Select Your Claim
Select the relevant insurance product and claim type that best matches your incident and policy coverage.

Step 2 – Provide Your Claim Details
Provide the relevant details of the incident, including:

Incident date
Description of the incident
Estimated claim amount, if known

Please ensure the information provided is accurate and matches your supporting documents, where applicable.

Step 3 – Provide Your Insurance Details
Provide the relevant insurer and policy information where required, including details of any other insurance coverage related to the claim.

Step 4 – Submit Supporting Documents
Upload the supporting documents available for your claim. The documents required may vary depending on your claim type, policy coverage and circumstances.

Step 5 – Review and Submit
Review the information and supporting documents provided, complete the required declaration and submit your claim request through the HAPPI App.

Before You Submit

Please refer to the guidance below based on the type of insurance claim you are submitting.

Product	Before You Submit
Personal Cyber Insurance	1. Save screenshots, emails, messages, transaction records and other evidence related to the incident. 2. Record important details such as the date, time, amount, account, platform or website involved. 3. Contact your bank, card provider, merchant or relevant platform immediately, where applicable. 4. Do not delete relevant messages, emails, accounts or transaction records. 5. A police report, bank confirmation or other incident report may be required.	Electronic Fund Transfer Fraud /Online Retail Fraud / Identity Theft Completed Claim Form Email or record of conversations / transactions with the seller, platform, plastic card provider, bank etc Police Reports, Plastic card issuer reports, platform reports etc Bank / Account statement to show the unauthorised transaction and ownership of the account Cyber Bullying Completed Claim Form Conversations, recordings, images and videos related to the cyberbullying incident Police reports, MCMC reports, Cyber999 Reports Evidence of involvement in a cyberbullying incident i.e. material posted online by a third party that causes you embarrassment, humiliation or distress Reports of psychological consultation and receipts, receipts of relocation costs, online reputation restoration and legal fee E-Commerce Purchase Protection Completed Claim Form Email or record of conversations / transactions with the seller, platform etc Police Reports, platform reports etc Purchase records, delivery tracking records, documents related to the purchase that can prove that the transaction has taken place and a cyber incident has happened
Home Content Insurance	1. If it is safe to do so, take clear photos or videos of the damaged items and affected area. 2. Keep receipts, invoices, warranties, photographs or other proof of ownership. 3. Do not dispose of damaged items or begin permanent repairs before contacting the insurer, unless necessary for safety or to prevent further damage. 4. A police report, Fire and Rescue Department (Bomba) report or other incident report may be required.	Completed Claim Form Proof of Ownership: Receipts, invoices, or valuation reports for high-value items. Photographs: Images of the damaged items or property. Police Report: Required for theft, malicious damage, or other criminal incidents. Repair or Replacement Quotations: Estimates for repairs or replacements, if applicable. Supporting Evidence: Any additional documents requested by the insurer, such as a fire brigade report for fire incidents.
Travel Insurance	1. Keep your receipts, booking confirmations and other original travel documents. 2. Have your passport, boarding pass and travel itinerary ready. 3. For delays or cancellations, obtain written confirmation from the airline or travel provider. 4. For baggage loss or damage, obtain a baggage report from the airline or handling agent. Medical or police reports may be required depending on your claim.	Basic Documents Travel claim form, completed and signed Flights booking itinerary / E-tickets Based on your claim type, refer to this document to provide ALL the necessary supporting documents.
Auto Insurance	1. Take clear photos or videos of the accident scene, vehicle damage, road conditions and any other vehicles involved, where it is safe to do so. 2. Record the other driver's name, contact details, vehicle registration number and insurer details. 3. Have your driving licence and vehicle details ready. 4. Notify your insurer promptly and follow its instructions before arranging towing or repairs. 5. Do not admit responsibility or agree to a private settlement at the scene. 6. A police report, repair estimate or workshop document may be required.	Completed claim form Police report Photos of the damage Driver's NRIC and valid driving license Original vehicle registration card Any other documentation requested by Chubb to support the claim
Personal Accident Insurance	1. Keep all medical reports and records related to the accident. 2. A police or incident report may be required. 3. For a Total Permanent Disability (TPD) claim, prepare the specialist medical report and disability assessment. 4. For an accidental death claim, prepare the death certificate and other relevant supporting documents.	Completed Claim Form Proof of Membership wtih HappiSafe Platform Receipts for Expenses Police or Other Official Reports Medical Certificates or Reports Death Certificate (in the case of Accidental Death claims) Proof of relationship (if the claim is made by a nominee or legal representative) Any other documentation requested by Chubb to support the claim (e.g., photographs of the accident, legal documents, or witness statements). Signed Undertaking for Disappearance Claims
Critical Illness Insurance	1. Prepare the medical report confirming the diagnosis, including the diagnosis date. 2. Have your treating specialist's details ready. 3. Specialist reports, laboratory results, scans, pathology reports or other diagnostic test results may be required. 4. The insurer may require a medical claim form to be completed by your treating doctor or specialist. 5. Additional medical records may be requested during the assessment.	Completed Claim Form Medical Certificates: Evidence or certificates from a medical doctor. Additional Evidence: Any other relevant documents or certificates as reasonably required by the insurer. Post-Mortem Report: If applicable in the case of death. Other Documents: Any other supporting documents mentioned during the claim process.

Product

Before You Submit

Personal Cyber Insurance

1. Save screenshots, emails, messages, transaction records and other evidence related to the incident.

2. Record important details such as the date, time, amount, account, platform or website involved.

3. Contact your bank, card provider, merchant or relevant platform immediately, where applicable.

4. Do not delete relevant messages, emails, accounts or transaction records.

5. A police report, bank confirmation or other incident report may be required.

Electronic Fund Transfer Fraud /Online Retail Fraud / Identity Theft

Completed Claim Form
Email or record of conversations / transactions with the seller, platform, plastic card provider, bank etc
Police Reports, Plastic card issuer reports, platform reports etc
Bank / Account statement to show the unauthorised transaction and ownership of the account

Cyber Bullying

Completed Claim Form
Conversations, recordings, images and videos related to the cyberbullying incident
Police reports, MCMC reports, Cyber999 Reports
Evidence of involvement in a cyberbullying incident i.e. material posted online by a third party that causes you embarrassment, humiliation or distress
Reports of psychological consultation and receipts, receipts of relocation costs, online reputation restoration and legal fee

E-Commerce Purchase Protection

Completed Claim Form
Email or record of conversations / transactions with the seller, platform etc
Police Reports, platform reports etc
Purchase records, delivery tracking records, documents related to the purchase that can prove that the transaction has taken place and a cyber incident has happened

Home Content Insurance

1. If it is safe to do so, take clear photos or videos of the damaged items and affected area.

2. Keep receipts, invoices, warranties, photographs or other proof of ownership.

3. Do not dispose of damaged items or begin permanent repairs before contacting the insurer, unless necessary for safety or to prevent further damage.

4. A police report, Fire and Rescue Department (Bomba) report or other incident report may be required.

Completed Claim Form

Proof of Ownership: Receipts, invoices, or valuation reports for high-value items.

Photographs: Images of the damaged items or property.

Police Report: Required for theft, malicious damage, or other criminal incidents.

Repair or Replacement Quotations: Estimates for repairs or replacements, if applicable.

Supporting Evidence: Any additional documents requested by the insurer, such as a fire brigade report for fire incidents.

Travel Insurance

1. Keep your receipts, booking confirmations and other original travel documents.

2. Have your passport, boarding pass and travel itinerary ready.

3. For delays or cancellations, obtain written confirmation from the airline or travel provider.

4. For baggage loss or damage, obtain a baggage report from the airline or handling agent. Medical or police reports may be required depending on your claim.

Basic Documents

Travel claim form, completed and signed
Flights booking itinerary / E-tickets

Based on your claim type, refer to this document to provide ALL the necessary supporting documents.

Auto Insurance

1. Take clear photos or videos of the accident scene, vehicle damage, road conditions and any other vehicles involved, where it is safe to do so.

2. Record the other driver's name, contact details, vehicle registration number and insurer details.

3. Have your driving licence and vehicle details ready.

4. Notify your insurer promptly and follow its instructions before arranging towing or repairs.

5. Do not admit responsibility or agree to a private settlement at the scene.

6. A police report, repair estimate or workshop document may be required.

Completed claim form
Police report
Photos of the damage
Driver's NRIC and valid driving license
Original vehicle registration card
Any other documentation requested by Chubb to support the claim

Personal Accident Insurance

1. Keep all medical reports and records related to the accident.

2. A police or incident report may be required.

3. For a Total Permanent Disability (TPD) claim, prepare the specialist medical report and disability assessment.

4. For an accidental death claim, prepare the death certificate and other relevant supporting documents.

Completed Claim Form

Proof of Membership wtih HappiSafe Platform

Receipts for Expenses

Police or Other Official Reports

Medical Certificates or Reports

Death Certificate (in the case of Accidental Death claims)

Proof of relationship (if the claim is made by a nominee or legal representative)

Any other documentation requested by Chubb to support the claim (e.g., photographs of the accident, legal documents, or witness statements).

Signed Undertaking for Disappearance Claims

Critical Illness Insurance

1. Prepare the medical report confirming the diagnosis, including the diagnosis date.

2. Have your treating specialist's details ready.

3. Specialist reports, laboratory results, scans, pathology reports or other diagnostic test results may be required.

4. The insurer may require a medical claim form to be completed by your treating doctor or specialist.

5. Additional medical records may be requested during the assessment.

Completed Claim Form

Medical Certificates: Evidence or certificates from a medical doctor.

Additional Evidence: Any other relevant documents or certificates as reasonably required by the insurer.

Post-Mortem Report: If applicable in the case of death.

Other Documents: Any other supporting documents mentioned during the claim process.

Required Supporting Documents

The documents required will depend on your claim type, policy coverage and circumstances. You may be asked to provide:

Incident Report or Police Report
Original Receipts, Invoices and Itemised Bills
Medical Report, if applicable
Supporting Photographs
Bank Account Details
Other relevant supporting documents

Please Note: This list is provided as a general guide only. The insurer may request additional documents during the claim assessment, depending on your applicable policy coverage, terms and conditions, and the circumstances of your claim.

4. Review Process:

• Upon receiving your claim, we will submit it to the insurance company, and they will review the information provided accordingly.
• The insurer may contact you for additional details or clarification during the review process.
• Claims will be processed accordingly depending on the complexity of the claim.

5. Claim Approval and Payment:

• You will receive a notification regarding the approval or denial of your claim.
• If approved, payment will be processed within 30 working days, and funds will be deposited into your bank account.

6. Denied Claims:

• If your claim is denied, we will provide a detailed explanation outlining the reasons for the denial.
• You have the right to appeal the decision within 30 days of receiving the denial notice. To appeal, please submit a written request outlining your reasons for the appeal along with any supporting documentation.

7. Contact Information:

For any questions or assistance with the claims process, please reach out to the insurance company of the product accordingly.