New customer touch-point is a boon to the Motor Claims Framework which requires motorists to file an accident report within 24-hours of an incident.

NTUC Income (“Income”) today unveiled an industry-first mobile application (app) that allows Income motor policyholders to file an accident report remotely.

In accordance to the Motor Claims Framework by the General Insurance Association of Singapore, which provides the procedures for reporting motor accidents, motorists are required to report an accident within 24 hours of the incident or risk having their No Claims Discount (NCD) penalised upon the renewal of their motor insurance.

Yet another customer-focused touch-point

Named “Accident Reporting by Income”, the app is thus particularly useful to those who may be hard-pressed for time to file the report in-person within 24-hours of the accident. It also strengthens Income’s motor insurance offerings as it complements and value-adds to the organisation’s existing customer-focused touch-points such as the 24/7 accident-response team, Orange Force, and the Income Motor Service Centre (MSC), its one-stop shop for accident reporting and vehicle repair, as well as its partner workshops.

With a click of a button via the app, for example, motorists can connect to Orange Force to seek assistance at the accident scene.

User-friendly digital interface

The app guides users step-by-step through the accident-reporting process, indicating clearly the specific details required for the submission. Through the app, users are required first to verify the date, time and location of the accident. They are then asked to submit a series of photographs which include:

• those of the accident scene by capturing the vehicles involved in the surrounding areas;
• damages to user’s own vehicle including the damaged parts and licence plate; and
• damages to the other vehicle or property including damaged parts and licence plate.

The photographs submitted through the app are watermarked with the time, date and location stamp of the accident in Income’s system to authenticate the incident and to legitimise the accident report.

The photographs submitted through the app are watermarked with the time, date and location stamp of the accident in Income’s system to authenticate the incident and to legitimise the accident report.

To enhance road safety and to mitigate the stress faced by motorists at the accident scene, users of the accident-reporting app can file the remaining information on the accident such as details of the drivers (e.g. name, NRIC number and mobile number etc.) and other passengers or witnesses where applicable, away from the accident scene.

Upon successful submission of the accident report, a reference number will be provided to the user via the app and a copy of the Accident Report will be emailed to the user by the next working day.

Eligible users of the accident-reporting app must be Income motor policyholders and they are required to review the Accident Report accordingly and inform Income of any discrepancies within five working days upon receipt of the Report. Accidents where the motorists or passengers have sustained injuries are not eligible to report the accidents via the app. Instead, they will make a police report and such accidents must be reported in person at Income’s appointed Accident Reporting Centres.

For policyholders who wish to make a ‘Own Damage or Third Party’ claim upon submission of the accident report, they will need to bring a copy of the Accident Report to Income’s Motor Service Centre or any of its Quality Workshops.

Pursues co-innovations to bring smart solutions to market faster

“Accident Reporting by Income” is the result of Income’s co-innovation with Claim Di, one of the nine startups from the organisation’s insurtech accelerator programme, ‘Income Future Starter, powered by TAG.PASS’.

By working with start-ups, Income matches industry and domain knowledge to start-ups’ innovations and entrepreneurship to co-develop practical, marketable and scalable solutions to meet real business and consumer needs.

“We are very excited to bring to the market yet another customer-centric solution that will benefit our policyholders through technological innovation. By leveraging technology and through digital innovations, we aim to enhance our customers’ experience with motor insurance via not just our product offerings but also our value-added services. Increasingly, customers are embarking on mobile-first lifestyles and consumer journeys. It is, thus, important for Income to stay relevant to our customers and to steer ahead as Singapore’s leading digital insurer,” said Mr Pui Phusangmook, Income’s General Manager for General Insurance & Group Business.

“We are delighted to be given an unprecedented opportunity to co-innovate the app, ‘Accident Reporting by Income’, with the domain experts at Income. Their strong support and involvement made a difference in the speed in which we are able to calibrate, refine and bring to market our innovation tailored to motor insurance in Singapore. While we have experienced considerable success with a similar app in Thailand, we aim to scale our innovation and to bring the convenience of accident reporting to more motorists. The Income Future Starter has empowered us to do so and we are glad to find in Income a like-minded partner who believes in technology-driven and customer-focused solutions for consumers,” said Mr Kittinan Anuphan, Chief Executive Officer, Claim Di.

Prior to the accident reporting app, Income introduced two innovative motor insurance schemes – Drive Master and FlexiMileage in October 2016 which changed the game of motor insurance in Singapore. The schemes leverage telematics to allow private car owners to influence their motor insurance premiums based on their driving behaviour. To date, Income offers 18 insurance products online.

Android phone users will be able to download the app, “Accident Reporting by Income”, today from Google Play Store. The iOS version will be available next month. For more information on the app, please refer to this video at https://youtu.be/QvSEWmJXCNc.