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.