Road accidents can be stressful, especially for expatriates navigating Vietnam’s insurance system. Filing a claim
requires quick action, organized documentation, and clear communication. This guide explains the immediate steps to
take, what paperwork you need, how to deal with insurers in English, and how long to expect the process to take.

A. Immediate Steps After an Accident

1. Ensure safety first: Turn on hazard lights, set up a warning triangle 30–50m behind your car, and move to a safe area if possible.
2. Check for injuries: Call 115 for medical emergencies. Provide first aid if trained.
3. Call the police (113): Required for significant accidents, injury, or disputes. Police reports are often needed for claims.
4. Document the scene: Take photos of plates, vehicle positions, road conditions, damages, VIN/engine number, and involved driver’s license and insurance cards.
5. Notify your insurer: Call your insurance hotline immediately. Many insurers require notification within 24 hours.

B. Required Documentation for Claims

Keep both originals and copies ready. Missing documents can delay or deny claims.

• Valid insurance certificate (TNDS or comprehensive)
• Driver’s license (Vietnamese or converted foreign license)
• Vehicle registration certificate
• Police report (if required)
• Photos of accident scene & damages
• Repair invoices or quotations (if repairs already arranged)
• Claim form provided by insurer (signed and dated)

C. Communication with Insurance Companies in English

Many insurers in Vietnam have English-speaking hotlines or claim officers, especially international providers.
However, clear communication still requires preparation.

• Policy number first: Always quote your policy number when calling or emailing.
• Be concise: State time, place, parties involved, and type of damage in simple sentences.
• Email confirmation: After calls, request a written summary by email to avoid misunderstandings.
• Claim officer details: Write down the officer’s name, contact, and reference number for follow-up.
• Translation aid: For local insurers, consider bringing a Vietnamese-speaking colleague/friend to meetings.

D. Timeline Expectations & Follow-Up Procedures

Claim processing time depends on case complexity, insurer, and completeness of documents.

1. Day 0–1: Accident occurs → notify insurer immediately (within 24 hours).
2. Day 1–3: Submit claim form and documents. Surveyor visits vehicle for inspection.
3. Day 3–7: Insurer assesses liability, coverage, and repair quotes.
4. Day 7–15: Insurer issues claim decision. Repairs begin (cashless workshop) or reimbursement arranged.
5. Day 15–30: Settlement payment to repairer or policyholder (if reimbursement). Complex claims may take longer.

E. Final Thoughts

Filing an insurance claim in Vietnam doesn’t need to be overwhelming. By acting quickly, preparing documents,
and maintaining clear communication, you increase your chances of a smooth settlement. Remember: the more organized
you are, the faster your insurer can process the claim.

For expats, using insurers with English-speaking support and digital claim tracking can save time and reduce stress.
Whether you hold only TNDS or a full comprehensive plan, the steps above will keep you on track in case of an accident.

Hotline of comprehensive provider