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Insurance Claims Process For Singapore Expats

The insurance claims process for Singapore expats is very similar to that for locals, and depends on whether direct billing is used, and whether the insured handles the claims process themselves or their insurance broker is involved.

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Expats in Singapore follow a claims process generally similar to that of Singaporeans but with the added requirement of providing extra documentation when making an insurance claim. These documents may comprise the proof of residency, work permits or visas, and other immigration-related paperwork.

As we’ll see, there are two things expats in Singapore can do to make the claims process more efficient and manageable: choosing a plan with a sizable direct billing network, and using an established broker for their insurance needs.

Making Insurance Claims In Singapore As An Expat

The insurance claims process for expats in Singapore closely resembles that of locals and is contingent on factors such as the use of direct billing and whether the policyholder or their insurance broker manages the claims process.

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If Direct Billing Is Used

In Singapore, using direct billing for an insurance claim usually results in a simpler and more effective process than patient reimbursement. Nevertheless, it’s important to note that not all healthcare providers in Singapore may be included in your insurance plan’s direct billing network.

Therefore, it’s advisable to acquaint yourself with the providers in your network and verify the billing method with your insurer or healthcare provider before receiving treatment. The following outlines what you can expect with direct billing:

Step 1

If you go to a healthcare provider that is included in your insurance plan’s direct billing network, the provider can directly settle the claim with the insurer. It is thus beneficial to be familiar with the names of the healthcare providers close to you that are also in the direct billing network.

Step 2

Upon arrival at the healthcare provider, present your insurance card as proof of coverage under the plan. The healthcare provider will subsequently cross-check with the insurer to confirm that your policy covers the treatment.

Please be aware that you may be required to pay a deductible or copay for the treatment depending on your policy. You may settle this amount directly with the healthcare provider.

Step 3

Once the treatment is finished, you will be asked to sign a claims form allowing the healthcare provider to bill the insurer directly. Subsequently, the provider will submit the claim to the insurer for processing, which may take a few days to a few weeks depending on the claim’s complexity.

Step 4

Upon completion of claim processing, you will receive an Explanation of Benefits (EOB) detailing the services rendered, the billed amount, and the amount covered by your insurance. Any outstanding balance after the insurance payment will have to be paid directly to the healthcare provider by you.

If You Handle The Process Yourself

If you manage the insurance claims process yourself in Singapore, it may take more time and effort compared to direct billing. Therefore, it’s crucial to thoroughly examine your insurance policy and understand the claims process and any supplementary requirements before receiving treatment.

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It’s essential to keep in mind that certain insurance policies may have particular prerequisites, such as a requirement for a referral from a local doctor. If you decide to manage the claims process yourself, here are the general steps to follow:

Step 1

Inform your insurer promptly, preferably before receiving treatment, by calling the insurer’s claims hotline or submitting an online claims form. After that, you may visit a healthcare provider you choose. But first, verify with your insurer whether the provider is included in your policy.

Step 2

If the healthcare provider is not included in your insurance plan’s direct billing network, you will be required to make an upfront payment for the treatment, and then ask for reimbursement from your insurer.

To validate the claim for reimbursement, you must acquire all essential documentation, which may include:

  • Medical reports
  • Receipts
  • Police reports (in the event of theft or loss)
  • Your work permit or visa information (if you are an expat)

Step 3

After collecting all the requisite documentation, you must submit the claim to your insurer, which can be accomplished by three different methods:

  • Dispatching the documents by mail
  • Delivering them in person to the insurer’s office
  • Uploading electronic copies of the documents via a dedicated e-portal/app

Step 4

The insurer will evaluate the claim to determine if it is covered under your policy, which may take several days to several weeks, depending on the claim’s complexity. It’s crucial to monitor the claim’s status and communicate with the insurer if there are any delays or complications.

Upon approval of the claim, the insurer will disburse payment to you, which can be in the form of a direct bank transfer or a cheque.

If A Broker Is Involved

If a broker is involved in the claims process, many of the tasks you’d otherwise have to perform yourself will be performed by your broker on your behalf, often resulting in a quicker and smoother reimbursement by the insurer.

In Singapore, utilizing an insurance broker for an insurance claim can make the process more efficient and manageable than managing it on your own. Insurance brokers can offer valuable guidance and assistance with:

  • Plan selection
  • Plan pricing
  • Policy renewal

Insurance brokers can also act as intermediaries between insurers and their clients to bargain for better terms and conditions, offer crucial aid and backing in navigating the claims process, and negotiate with insurers on behalf of their clients. 

Here’s how the claims process will go:

Step 1

It’s important to contact your broker promptly. Your broker will furnish guidance on the claims process and help prepare the claim. Typically, your broker will remind you of the required documentation to collect to facilitate a smooth claims process.

Your broker will liaise with your insurer on your behalf and verify with them whether the treatment is covered under your policy.

Step 2

Following the treatment and payment, collect all necessary documentation, which may be comprised of:

  • Medical reports
  • Receipts
  • Police reports (in case of theft or loss)
  • Your work permit or visa information (if you are an expat)

Please be aware that some brokers may be capable of obtaining the documentation (or their copies) on your behalf. If this is your case, you can skip the next step of delivering the documentation to your broker.

Step 3

Once your broker has obtained all the requisite documentation and receipts, they will dispatch the claim to the insurer for processing. Moreover, your broker will monitor the claim’s status and communicate with the insurer if there are any delays or issues.

Step 4

At this point, like managing the claims process yourself, your insurer will scrutinize the claim to ascertain if it is covered under your policy, which may take several days to several weeks, depending on the claim’s complexity.

Your broker will oversee the claim’s advancement and correspond with the insurer if there are any unwarranted delays or impediments. Once the claim is approved, the insurer will remit payment to you, which may be in the form of a direct bank transfer or a cheque.

Common Reasons For Problems And Delays And How To Avoid Them

Typical causes of delays and problems encountered in the insurance claims process in Singapore include incomplete or incorrect documentation, an overwhelming number of claims, billing errors, issues with policy exclusions and limitations, and policy renewal issues.

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1. Incomplete Or Incorrect Documentation

One of the most frequent causes of delays in the insurance claims process is the submission of incomplete or inaccurate documentation. To prevent this, carefully examine your insurance policy and understand the documentation requirements for filing a claim.

2. Overwhelming Number Of Claims

Claim processing may sometimes be held up due to an overwhelming number of claims or intricate cases. To avoid this, it’s crucial to inform the insurer promptly and maintain regular follow-ups to monitor the claim’s progress.

3. Billing Errors

These can arise when healthcare providers file erroneous or insufficient billing information to the insurer. To prevent this, be sure to verify the accuracy of the billing information before signing any claims forms.

4. Exclusions And Limitations

Insurance policies could have exclusions or limitations that may impact the coverage of specific medical treatments or conditions. To avert any unforeseen circumstances, meticulously examine your insurance policy and fully understand the extent of your coverage.

5. Policy Renewal Issues

Policy renewal situations may emerge when policyholders forget to renew their insurance policies on time or neglect to update their policy information. To steer clear of this, be sure to keep a record of your policy renewal date and update your policy information when required.

An experienced insurance broker can assist you in avoiding these common problems. They can:

  • Aid in the preparation of essential documentation
  • Follow up with the insurer
  • Resolve any obstacles that may arise
  • Ensure that your policy is kept up-to-date

Frequently Asked Questions

What documents are needed to submit an insurance claim as a Singapore expat?

Some of the frequently requested documents include insurance policy documents, medical reports, medical bills, and receipts, police reports (for theft or loss), work permit or visa information, proof of identity (e.g., passport or identification card), and other relevant supporting documents.

What can I do to speed up my insurance claim’s processing in Singapore?

You can use a provider in your direct billing network, submit all the necessary documentation accurately and promptly, respond to any requests for supplementary documentation with no delay, and regularly keep in touch with your insurer to monitor the claim’s status.

How can an insurance broker help me select a suitable insurance plan as a Singapore expat?

An insurance broker can help you understand your specific requirements and compare insurance policies, provide professional advice, negotiate with insurers, manage your insurance plan, and more. They can help you secure a suitable insurance plan as a Singapore expat.


Filing an insurance claim in Singapore as an expat may seem daunting, but by filing the correct information and using direct billing, you can streamline the process.

Healthcare is world-class in Singapore, but the costs can also take you aback. Thus, it is essential for expats to obtain comprehensive health insurance in Singapore. Whether it is expat health insurance or international health insurance, it is crucial to secure a plan that meets your diverse needs.

Pacific Prime‘s 20+ years of experience in the industry makes us unsurpassed in our ability to customize a solution that meets your needs and fits your budget. The best part? You can have our advice and support, including claims support, at no extra cost compared to approaching an insurer directly.

So get in touch with us today for a quote or plan comparison that is absolutely FREE and without any obligation.

Content Creator at Pacific Prime
Martin is a writer and translator with over 10 years of experience. He writes articles and blog posts, creates infographics and videos, translates between Chinese and English, and more. Skilled at explaining complicated concepts in layman’s terms, Martin believes the gold standard of translation is attained when the translated text is not only accurate, but also reads like an original text. Martin holds a degree in Economics from the University of London, UK.

Since joining Pacific Prime, Martin has become even more aware of the gap between the true value of insurance products and most people’s appreciation of it, and developed a passion for demystifying and simplifying matters, so that more people get the protection they need at a cost they can easily afford.

In his free time, Martin attends concerts of various genres, and plays the violin with piano accompaniment he pre-recorded himself or played live by his niece.
Martin Lee