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Personal Cyber Claim FAQs

This guide provides detailed answers to common questions for each section of the Chubb Personal Cyber Claim Form, helping you avoid pitfalls and submit a complete claim.

Section A: Particulars of Policyholder/Insured Person and Claimant

Q1: What’s the difference between “Policyholder/Insured Person” and “Claimant”?
The Policyholder/Insured Person is the name on the policy. The Claimant is whoever actually suffered the loss or incurred expenses—this could be you, your spouse, or a dependent. If you are both policyholder and claimant, repeat your details in both blocks.
Q2: I have two personal cyber policies (e.g. individual + family). How do I list them?
Enter both policy numbers separated by commas in the “Policy Number(s)” field to ensure all relevant coverage is considered.
Q3: My address changed since I bought the policy. Which address should I use?
Always provide your current residential address. This is where any correspondence or queries about your claim will be sent.
Q4: Can I file a claim for my child?
Yes—enter the child’s details (name, NRIC/Passport, date of birth) under Claimant, and specify “Dependent” in the Relationship field.

Section B: Payment Details

Q1: I want the claim payment to go into my spouse’s bank account. Is that okay?
Yes. Under “Payee Name,” enter your spouse’s name exactly as it appears on their bank account, then provide their bank, branch code, and account number.
Q2: When should I choose EFT vs. PayNow?
EFT is the default for SGD payments to Singapore bank accounts. PayNow is faster for small sums and only requires a registered mobile number or NRIC/FIN—no branch codes.
Q3: What if my bank doesn’t support PayNow?
Simply leave the PayNow fields blank and use the EFT option. Ensure you supply the correct branch code (a 3-digit number) and account number.
Q4: How do I find my branch code?
It’s a 3-digit code shown on your bank statement or can be provided by your bank’s customer service.

Section C: Details of Incident

Q1: What date/time format should I use?
Use DD/MM/YYYY for dates and HH:MM in 24-hour format for times (e.g. “15/03/2025 at 14:30”).
Q2: The incident spanned multiple days. How do I record that?
Provide the date/time when it started, then use the “Chronology and Description” area (or a supplementary sheet) to list each event in sequence.
Q3: I’m not sure exactly when I first discovered the breach.
Give your best estimate (e.g. “Discovered approximately 10 AM on 15/03/2025”) and note that it is an estimate.
Q4: Who should be listed under “Who discovered the Incident”?
The person (with relationship) who first noticed the issue—yourself, a spouse, an IT technician, etc.

Section D: Nature of Urgent Expenses

Q1: What counts as an “urgent expense”?
Examples include replacement SIM cards after number takeover, emergency childcare/eldercare, travel to meet IT support, or fees for extra technical assistance.
Q2: What type of proof is required?
Itemised receipts or invoices showing date, vendor, description, and amount. If paid by credit card, a statement highlighting the charge is acceptable.
Q3: I paid a technician in cash and lost the receipt.
Ask the technician for a written invoice or confirmation email. If unavailable, provide a signed affidavit describing the expense in detail.
Q4: Can I claim ride-share fares to the bank or police station?
Yes—include the fare receipt and a note explaining why it was necessary (e.g. “To report breach in person”).

Section E: Loss of Income Benefit Claims

Q1: How do I prove the period of lost income?
Provide payslips or an employer letter confirming dates you were unable to work or took unpaid leave due to the cyber event.
Q2: I’m self-employed—what proof is needed?
Submit business bank statements, invoices, or a letter from your accountant showing lost billings/income for the period.
Q3: Can I include lost overtime or bonuses?
Yes—explain typical overtime/bonus amounts in a cover letter and provide past payslips demonstrating the pattern.
Q4: What if I used paid leave instead of unpaid leave?
Supply your leave records (e.g. HR system printout) showing the dates and that leave was deducted from your entitlement.

Section F: Fraudulent/Unauthorised Usage

Q1: What documents do I need from my bank/card issuer?
A formal letter or statement confirming the outcome of their fraud investigation and the amounts you’re liable for.
Q2: The issuer hasn’t sent me a letter yet—can I still file?
File with whatever provisional evidence you have (e.g. interim police report, email updates) and submit the final letter when available.
Q3: I have fraudulent transactions on multiple cards.
List each card separately—use a supplementary sheet if needed—and attach the corresponding investigation letters.
Q4: What does “Date Insurance Effected” mean?
The inception date of your personal cyber coverage for that particular benefit—typically your policy start date.

Section G: Other Benefits

Q1: What qualifies as “other benefits”?
Things like credit-monitoring subscriptions, identity restoration service fees, or additional forensic analysis not covered elsewhere.
Q2: How should I format my entry?
Provide the benefit type, date incurred, amount claimed, and attach supporting invoices or subscription statements.
Q3: I have no other benefits to claim.
Simply leave this section blank—or write “N/A”—and confirm in your cover email.

Section H: Any Other Insurance

Q1: Why do I need to disclose other insurance?
To prevent double recovery; Chubb will coordinate benefits with other insurers to ensure you’re not over-paid.
Q2: I’ve submitted a claim to another insurer but haven’t heard back.
State “Pending” under Amount of Benefits and follow up with Chubb once the other insurer’s decision is out.
Q3: Do I need to attach my other insurer’s policy document?
Not initially—just provide the name, policy number, and claimed amount. Chubb may request the policy wording later.

Section I: Documents Required (Checklist)

Q1: Can I submit scanned copies by email?
Yes. For reimbursement claims, keep originals but email clear scanned copies; label each file by section (e.g. “D-UrgentExpenses.pdf”).
Q2: I forgot one document—what happens?
Chubb will contact you for missing items, but this will delay your claim. Use the checklist to tick off each enclosure before submission.
Q3: Must I submit originals or are photocopies OK?
Originals are preferred for receipts and legal letters. Photocopies are acceptable for payslips and statements, provided they’re legible.

Section J: Declaration

Q1: Is an electronic signature acceptable?
Yes—if you’re emailing the form. Otherwise, print, hand-sign, scan, and email. Your printed name below the signature is also required.
Q2: What date format is required?
DD/MM/YYYY (e.g. “23/05/2025”).
Q3: Who must sign the form?
The claimant (the person whose details appear in Section A). A legal guardian may sign for minors or dependents.
Q4: What if I submit without signing?
Your claim cannot be processed until the declaration is signed and dated.
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