MSIG Singapore releases inaugural claims report, a first amongst the General Insurance Industry

• In 2025, the general insurer honoured S$132.4 million in claims and achieved a 94% claims settlement ratio
• 92% of fast-track claims were settled within three days, reinforcing its focus on timely claims resolution

MSIG Singapore has unveiled its inaugural Claims Report, the first of its kind in Singapore's general insurance industry, reflecting the insurer's commitment to greater transparency and supporting wider industry efforts to strengthen consumer trust and understanding of insurance.

"Claims are where trust is truly tested. When customers experience a loss or disruption, they need an insurer that responds with certainty, empathy and speed. Our inaugural Claims Report reflects the outcomes of our continued efforts to make claims simpler to navigate and quicker to resolve, while staying true to our service promise of being 'Fair, Timely, with Care'. As we look ahead, we will continue investing in service excellence, innovation and customer-centric improvements to strengthen trust at every stage of the claims journey," said Mack Eng, CEO of MSIG Singapore.

MSIG’s inaugural Claims Report comes as General Insurance Association of Singapore (GIA) commemorates its 60th anniversary of advancing the sector and strengthening consumer confidence.

Ho Kai Weng, Chief Executive of General Insurance Association of Singapore, said: “This year marks an important milestone for Singapore's general insurance sector as GIA celebrates its 60th anniversary. Building consumer trust and confidence are core values of our sector. Transparency in claims performance helps customers better appreciate the value and protection that insurance provides to rebuild their lives and property. Initiatives such as MSIG's inaugural Claims Report demonstrate how insurers can foster trust through openness and accountability.”

In 2025 alone, MSIG Singapore paid out S$132.4 million in claims, supporting customers through a wide range of unforeseen events and disruptions. The company achieved an overall 94% claims settlement ratio, with its Motor and Work Injury Compensation portfolios recorded settlement ratios of 99.9% and 99.5% respectively.

Additionally, 92% of fast-track claims were settled within three days, reflecting MSIG's focus on delivering prompt resolutions and peace of mind to customers.

Its Net Promoter Scores (NPS) for Personal Insurance Claims improved by 32% while Commercial Insurance Claims recorded 114% improvement. Customer advocacy was further reflected through a 107% increase in positive Google Reviews, with MSIG achieving a 4.5-star Google Review rating as at 31 December 2025.

A key highlight of the report is the transformation of MSIG's travel claims journey through a series of Kaizen-driven, customer-led improvements. By enhancing digital claims guidance with simplified submission steps and clearer document requirements, the turnaround time for travel claims has improved by 67%.

Building on these improvements, the insurer has introduced automated, rule-based settlements for eligible travel claims through PayNow and FAST, enabling its customers to receive payouts in less than a day. These initiatives were supported by greater investment in customer-centric training, clearer policy interpretation guidelines and closer collaboration with third-party claims administrators, resulting in a more seamless and consistent claims experience.

Beyond numbers, MSIG’s Claims Report features real-life claims stories to illustrate the tangible impact of insurance in helping customers recover and move forward with confidence.

MSIG's commitment to claims excellence was recognised through several industry accolades during the year, including Digital Insurer of the Year, Personal Lines Insurer of the Year and Underwriting Excellence.

To view the full Claims Report 2025, please click here.