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Accidents and resulting insurance claims can be very stressful and inconvenient.

We’ve been around for a long time and know what our customers want and should expect from us. We also know that our customers do not want stress and inconvenience from an insurance claim that takes a long time to settle.

At FPG Insurance, we pride ourselves on a claims process that is super efficient, making it our mission to get you back on track as soon as possible. We continually review and enhance our claims processes, as well as our commitment to our Policyholders.

We are Fast, Effective and Equitable and deliver a world class claims service. At the same time we are committed to a program of claims process innovation, resulting in an industry-leading e-claims process that relies on our total commitment to innovation and technology.

 

FPG Insurance Claim Service Summary

Marine Claim
  1. In the event of loss or damage, you must report it immediately to the adjuster and the shipping/forwarding agent. This should always be within three days from the date of delivery or loss or damage whichever occurred first.
  2. Do not give a clean receipt for goods that are in a damaged or doubtful condition when received, particularly if container or packing cases show external signs of wetness or damage at the time of delivery. Wherever possible take photographs of goods, packaging and delivery vehicle to protect your position. Failure to do this will jeopardise your rights of recovery and those of your Insurers.
  3. Containers and contents should be preserved in the condition that they were received until a survey has been completed unless further damage would not result. Take special note of packaging and keep evidence of the type used.
  4. Write a letter immediately, on discovery of loss or damage, to the destination agent or other bailees who transported your shipment, stating that there has been damage and/or loss. This must be done immediately to preserve your rights of recovery and those of your Insurers. For safety’s sake send your letters by fax, email and/or post. If major damage is involved issue correspondence by fax, and by registered post within 48 hours of its discovery.
  5. At all times, every reasonable effort should be taken to mitigate the loss to prevent deterioration or pilferage of the consignment.
  6. Obtain estimates for repairs to damaged property and submit to Insurers.

Documentation to be supplied

  1. Original Insurance Certificate;
  2. Copy of Bill of Lading or House/Master Airway Bill;
  3. Shippers Invoice covering the entire shipment;
  4. Clear copy of delivery receipts showing all endorsements or clauses inserted by the Insured on receipts of goods in damaged condition or where shortage is evident;
  5. Repair Estimates;
  6. Packing List made out by Shipper or others;
  7. All correspondence between Insured and Shipping Company or other bailees;
  8. A fully completed claim form;
  9. Copies of any survey reports compiled by any party during the course of shipment or trans-shipments;
  10. Copies of any pre-shipment surveys;
  11. Shortage, short delivery or damage certificates which may have been issued by a port authority to show loss or damage to the ship.
Travel Claim

Please submit a completed claim form, together with the required supporting documents to FPG Insurance or through the broker or agent.

Documentation - Travel Insurance

  • Claim Form - Duly completed claim form, stamped and signed by Company / Insured
  • Travel documents - Air Tickets Boarding Pass and / or Itinerary

Medical Claim:

  • Original medical / hospital bill(s) and receipt of the same
  • Medical / treatment report of attending doctor

Damaged / Loss of Property / Baggage Claim:

  • Written confirmation from transport provider stating duration and reason of the delay
  • Written confirmation from transport provider

Trip Cancellation / Curtailment Claim:

  • Documents supporting the reason of cancellation / curtailment
  • Original receipts of travel / accommodation expenses incurred for the trp
  • Documents confirming the non-refundable amount of travel / accommodation expenses

Personal Liability Claim:

  • Claim letter from the third party
  • Documents showing the extent of loss / damage of the third party
  • Photos of loss / damage

Please note that additional documents may be required as necessary.

Financial Lines Claims

Notification of Claim / Circumstances

  • Notification of claim or potential claim or circumstances which may give rise to a claim should be made in accordance with the notification provisions of the policy. That is the Insured is is to provide written notice of any Claim as soon as possible no later than:
  • 60 days after expiration or termination (if Policy is not renewed); or the expiration date of any Extended Reporting Period
  • The details of the information and co-operation required includes:
    • A description of the Claim;
    • The nature of the alleged Wrongful Act;
    • The nature of the alleged or potential loss;
    • The names of actual or potential claimants; and
    • The manner in which the Insured first became aware of the Claim
  • Please also refer to the information set out in the “List of Preliminary Information & Documents Required on Notification of Claim / Potential Claim”
  • FPG will acknowledge receipt of the notification of the matter in writing.
  • Kindly note that our acknowledgement of receipt of a notification is not a confirmation of coverage and that pending our comments on coverage, we have to continue to reserve all our rights under the policy and at law.

Coverage Response

  • FPG Insurance will review the information provided with notification to consider what further information is required to provide our coverage response and where appropriate, request for further information on any issues requiring clarification to consider coverage.
  • Once we have sufficient information, FPG Insurance will consider coverage and issue a detailed coverage response setting out:
  • Our understanding of the facts;
    • Our analysis as to whether coverage is available and whether there are any applicable exclusions;
    • If relevant, our comments on future strategy; and
    • Other relevant issues as appropriate, including Defence Costs, Allocation, Application of Deductible, Settlement, etc.
  • Please note that our coverage response will be on a reservation of rights basis.
  • The Insured can provide further information to FPG Insurance if there is such information which we are not aware of and it may change our position on coverage. FPG Insurance will reconsider our position.

Defence

  • Appointment of Defence Counsel is the Insured Person’s obligation.
  • In consenting to Defence Counsel, FPG will consider:
    • The reasonableness of the proposed Defence Costs;
    • Whether Defence Counsel has any conflicts in acting on behalf of the Insured Persons;
    • Whether Defence Counsel has the relevant expertise; and
    • Their compliance with FPG’s Litigation Management Guidelines
  • Defence Counsel and the Insured should work closely with FPG Insurance in the defence of the Insured.

Settlement

  • Ensuring FPG Insurance is provided with all information, assistance and co-operation is essential.
  • The Insured must not admit liability or enter into any settlement without prior written consent form FPG Insurance.
  • FPG Insurance should be updated on all developments in the matter, Defence Counsel’s views on the liability of the Insured, damage analysis, defence/settlement strategies as well as estimated defence costs.
  • FPG Insurance welcomes contact from the broker, the Insured and/or Defence Counsel at any time to discuss the defence and settlement of any Claim. 

Preliminary Information & Documents Required On Notification of Claim / Potential Claim

This document sets out the preliminary list of information which we require to consider your notification of claim or potential claim. Please provide an English translation of all documents which are not in English.

Each claim or potential claim is unique. You will understand that we have to reserve our rights, to request from time to time, for such further information and documents as we may deem necessary to enable us to properly consider any matter reported to us.

This document does not in any way vary any of the terms and conditions of the relevant policy. In the event of inconsistency between this document and the relevant policy, the terms and conditions of the relevant policy shall prevail.

Pending our review and comments on policy coverage, we continue to reserve all our rights under the relevant policy and at law.

Preliminary Information Required on Notification of Claim

Where a claim has been made, the following information and documents are required.

Section A. Information Required

  • Date of claim, or, where a writ has been served:-
    • Date of filing of writ;
    • Date of service of writ;
    • Whether any claim or demand was made prior to the writ; and
    •  If so, the date(s) of the prior claim or demand.
  • Date of loss (or date when the alleged event or incident occurred)
  • Date of discovery
  • Identity of party making the claim
  • Identity of claimant’s lawyers, if any
  • Identity of Insured against whom claim is made:-
    • Name of Insured and/or Insured Person
    • Position held when the alleged event or incident occurred.
  • Identity of Law Firm and Defence Counsel on record appointed by Insured, if any
  • Details as to the charges rates of Defence Counsel.
  • Relationship of claimant to the Insured Organisation and / or Insured Person
  • Description of the claim including a description of the allegations made by claimant.
  • Potential damage:-
    • Actual amount claimed; or
    • If not quantified, estimated quantum of loss, if any
  • Status of claim (if there has been developments since the claim was first made.)
  • Any other relevant information.

Section B. Documents required

  • Copy of letter of claim and/or letter of demand (e.g., letter from claimant making the allegations and/or claim), if any
  • Copy of all court documents, including all attachments thereto (if any), including:-
    • Writ of Summons
    • Statement of Claim
    • Counter-claim
    • Defences
    • Replies
    • Affidavits
  • Copy of all relevant contract(s) and/or agreement(s) between the parties, if any;
  • Copy of the Human Resource File on the Plaintiff, if relevant;
  • Copy of all relevant correspondence between the parties, if any (e.g., emails, internal memo(s), letter(s), minute(s) or record(s) of meeting(s))
  • Copy of internal investigation report (including all attachments thereto), if any
  • Copy of all domestic enquiry reports (including all attachments thereto), if any
  • Copy of curriculum vitae of Defence Counsel appointed by Insured Organisation and / or Insured Person
  • Copy of legal opinion, if any, rendered by Defence Counsel in respect of the matter
  • Any other relevant document, if any (for example, police reports)  

Preliminary Information & Documents Required On Notification of Claim / Potential Claim

Where no claim has been made but you are aware of a potential claim, the following information and documents are required. A potential claim is a circumstance which may give rise to a claim.

Section A. Information Required

  • Details of when the insured first became aware of the circumstances.
  • Description of circumstances which shows a wrongful act committed by an insured which could give rise to a potential claim.
  • Name of the insured.
  • Details of the potential damage.
  • Identity of potential claimant who may bring a claim.
  • Relationship of potential claimant to the Insured Organisation and / or Insured Person.

Section B. Documents required

  • Copy of the letter, if any, from the potential claimant indicating a potential claim
  • Copy of all other relevant correspondence between the parties, if any (e.g, emails, internal memos, letters, minutes or records of meetings)
  • Copy of all relevant contracts and/or agreements between the parties, if any
  • Copy of the Human Resource File on the Plaintiff, if relevant
  • Copy of internal investigation report (including all attachments thereto), if any
  • Copy of all domestic enquiry reports (including all attachments thereto), if any
  • Any other relevant document, if any (for example, police report(s)
Claim Related Forms
  • Marine Cargo Claim Bill
  • PA Claim Form
  • PA Death Form
  • Travel Claim Form

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