If something has happened, first make sure people are safe. Then notify SIO as soon as possible. Below, step by step: what to do, where to go and which documents to prepare.
What an insured event is
An insured event is an event covered by the insurance contract or by law, upon which SIO pays insurance compensation.
It may be, for example, a road accident, a fire, a natural disaster, flooding of your flat, theft of your car or an illness while travelling abroad — if that risk is included in your policy.
Having a policy does not mean that every event is covered. Which events count as insured is set out in the contract and the insurance rules, and for compulsory insurance — in the law.
MTPL insurance and CASCO: whose damage is covered
MTPL insurance covers harm you cause to other people: to their life, health and property. The injured party receives the payment. MTPL insurance does not cover damage to your own car.
Your own car is protected by CASCO, CASCO-Econom and CASCO-Extra — within the chosen programme and the terms of the contract.
Compulsory home insurance: which events are covered
Under the law, insured events are fire, water damage from putting out a fire, and natural disasters such as an earthquake, mudflow, flood, landslide, rockfall, strong wind or hail. The full list with conditions is on the compulsory home insurance page.
Ordinary flooding of a flat by neighbours is not one of these events. Voluntary property insurance protects against it if that risk is included in the contract.
What to do when an insured event happens
- Make sure everyone is safe. If anyone is injured, call an ambulance. In case of fire, an accident or a natural disaster, call the emergency services.
- Report to the authorities. A road accident — to the traffic police (GUOBDD); a fire — to the fire service; flooding — to the emergency service or the building management company. Their documents confirm what happened and when.
- Limit the damage if it is safe to do so. For example, shut off the water or switch off the electricity.
- Record what happened. Take photos and videos of the scene and all the damage — both wide shots and close-ups. Write down the names and phone numbers of witnesses.
- Notify SIO as soon as possible. The deadline for notifying SIO is set by the contract and the insurance rules and differs between types of insurance. Do not delay: if you miss the deadline, the payment may be refused.
- Do not repair anything before the inspection. Do not start repairs or throw away damaged items until an SIO representative has inspected them. The only exception is work needed to stop the damage from getting worse.
More details for specific cases:
Road accident (MTPL insurance, CASCO)
- Stop and do not leave the scene. Turn on the hazard lights and set up the warning triangle.
- If anyone is injured, call an ambulance and give first aid if you can.
- Report the accident to the traffic police (GUOBDD). If anyone is injured or the drivers disagree about what happened, the accident must be recorded by the authorities.
- Before the cars are moved, photograph the whole scene, the position of the cars, the damage, the number plates, skid marks and debris.
- Write down the other driver's details: name, phone number, driving licence number, car make and number plate, their insurance company, policy number and expiry date.
- Do not admit fault and do not agree on compensation "on the spot". Do not sign documents you do not understand.
Fire or natural disaster (home insurance)
- Report it to the fire and emergency services straight away.
- If it is safe, take steps to save property and limit the damage.
- Obtain a document about the event from the authorities — for example, from the Ministry of Emergency Situations or the local government.
- Notify SIO and give its representative the opportunity to inspect your home.
Flooded flat (voluntary property insurance)
- Stop the water: tell the neighbours upstairs, call the emergency service or contact the building management company.
- If there is a risk of a short circuit, switch off the electricity, taking safety precautions.
- Photograph and film the ceiling, walls, floor, doors, windows, furniture, appliances and the whole room.
- Ask the building management company to draw up a flooding report: the date, the cause, where the water came from, and which rooms and items were damaged.
Illness or injury abroad (travel insurance)
- Before going to a clinic, call the assistance service named in your policy — it will arrange treatment and payment.
- Keep all medical documents, bills and receipts.
- Notify SIO, and after you return, submit a claim with the documents on your expenses.
Where to go
- Online. Press "Submit a claim online" at the top of this page. Claims are accepted on the online.gso.kg portal.
- By phone. Call the SIO hotline — the number is at the top of the page. Give your policy number and briefly describe what happened.
- At an office. Visit the head office or the SIO branch in your region. Addresses and opening hours are in the "Branches and sales points" section. Loss adjusters work at the branches.
If the insured event happened abroad, first call the assistance service named in your policy.
Which documents to prepare
The exact list depends on the type of insurance and the terms of the contract — an SIO specialist will tell you once your claim is registered. As a rule, you will need:
- a claim form;
- an identity document;
- the insurance policy;
- documents from the authorities about the event — for example, from the traffic police, the fire service, the Ministry of Emergency Situations, or a report from the building management company;
- photos and videos of the scene and the damage;
- documents on the amount of damage and expenses, if you have them: bills, receipts, medical documents;
- bank details for the payment.
What else may be needed
- Road accident: driving licence and vehicle documents.
- Flooding or damage to your home: documents for the flat or house, the flooding report, a list of damaged property.
- Treatment abroad: medical documents, bills and receipts.
What happens next
- Registration. SIO registers your claim and gives you its number. Keep the number: it makes it easy to check the progress of your claim.
- Contact with a specialist. A specialist will contact you and tell you which documents are needed in your case.
- Inspection. An SIO representative inspects the damaged property or vehicle.
- Review. SIO reviews the circumstances and the amount of damage under the terms of the contract and the insurance rules. The review period is set by the contract and the laws of the Kyrgyz Republic and starts once all documents have been submitted.
- Decision. SIO pays the insurance compensation to the bank details you provided. If the payment is refused, SIO informs you of the reason in writing.
You can check the progress of your claim through the hotline or at the branch where you submitted it: give your policy number and the date of your claim.
Why a payment may be refused
The main reasons are: the event is not among the insured risks; SIO was not notified within the set deadline; false information was provided; the damage does not exceed the deductible. The full list of grounds is in the insurance rules and the contract.
If you disagree with the decision, you can contact the authority that regulates insurance companies — the State Service for Regulation and Supervision of the Financial Market.