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Within 24-hours of receiving your claim from the authorised repairer, we will: |
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appoint an adjuster; |
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call you to inform you of the date your claim will be approved (10 working days) |
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enquire if you had any problems with the authorised repairer if we received your claim more than 48 hours from the accident date; and |
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Send you a free SMS informing you your repairer/workshop code. This will enable real time online checking on your vehicle repair status. |
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| 2. |
If we are unable to reach you by telephone, we will send you an SMS. If we do not hear from you in 24 hours, we will send you a letter to the address we have on file. |
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| 3. |
We will receive the adjuster's report in 7 working days. If we do not, we will inform you of the delay and any outstanding documents. We will offer to collect these documents. |
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| 4. |
After 10 days, we will inform you if your claim is: |
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approved - we will inform you of the date you may collect your vehicle; or |
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repudiated - we will inform you of your possible course of appeal; or |
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under investigation - we will inform you of the status every 10 working days. Please refer to below for circumstances that require further review. |
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| 5. |
Upon approval, we will follow-up with the authorised repairer on the completion of repairs. If repairs are not complete within the time estimated, we will: |
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call you to inform you of the new date of completion; and |
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offer the use of a Courtesy Car. |
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| 6. |
Upon completion of the repairs, we will: |
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inspect your vehicle [for authorised workshops within city limits]; |
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if we are not satisfied with the condition of your vehicle, we will ensure that the authorised repairer resolves the problem; and |
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Inform you when your vehicle is ready for collection. |
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| 7. |
We will call you within 1 week of collection of your vehicle to obtain feedback on the repairs and the claims process. If you are not satisfied with the repairs, we will ensure that the authorised repairer resolves the problem. |
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| 8. |
We will ensure that problems you face within the next 3 months are looked into without any additional cost to you [as per conditions stipulated in the Warranty Certificate].
Possible Circumstances that may lead PGi to conduct further investigation on Own Damage Claims / KFK Claims (No Fault Claim) ** |
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Multifaceted damages sustained by the Vehicle; |
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Possibility of the Vehicle not having a valid insurance cover at the material time of accident; |
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Circumstances where the Vehicle was used for purposes of "Hire and Drive"; |
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Circumstances where no reasonable precaution was taken to safe guard the Vehicle; |
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Vehicle being driven under the influence of alcohol or drugs; |
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Where the signature in the Claim Form, Police Report and other relevant documents differ; |
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Cases where Police Reports are not lodged immediately after the accident (NOTE: 24 hours is not immediate in this context) |
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Where the Vehicle was not presented to the Investigation Officer at the police station immediately after the accident; |
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Circumstances where there is possibility of drivers being switched; |
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No insurable interest; |
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In cases where the driver and/or insured is not contactable; |
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Where there is a delay in notifying PGi of a claim. |
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Damages to the vehicle are fabricated. |
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Cost of repairs are inflated. |
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