complain about processing delays in their insurance claims.
The most common general insurance policies purchased by consumers are to
cover vehicles. By knowing what to do in instances of damage to your vehicle
in accident would help alleviate some of the anxiety that comes with the
incident as well as ensure a speedy claims process.
More often than not, the stumbling blocks in the claim process are
insufficient information given on the claim form, lack of supporting
documentation or the lack of understanding on what the policies actually
How to make a claim?
If you are involved in a road accident, make notes of the accident including
the names and addresses of all drivers and plate number of vehicle involved
in the accident. Also note the make and model of each vehicle involved and
insurance identification. Record the names and addresses of as many
witnesses as possible.
When making your police report, provide the police with whatever information
they require and obtain a copy of the report. Contact and inform your
insurance agent or insurance
company regarding the accident and seek advice
on what forms or documents are required to support the claim.
Normally, the claim form is to be submitted with (i) the police report
lodged by the driver, (ii) photocopy of the Identity Card, (iii) Driver's Licence (iv) Vehicle Registration Card and (v) Road Tax disc.
How soon should you call your insurer?
Insurance companies expect you to do this as soon as possible. Any
unreasonable delays may prejudice your case. The best advice would be that
when in doubt, it is better to notify your insurer sooner rather than later.
If someone else is claiming against you for damage to their vehicle or for
personal injury, it is very important to contact your
immediately. You will be told what to do and it is very important to follow
the instructions given.
What about repairs?
In a vehicle accident where your car is considerably damaged, the first step
is to ascertain whether your policy covers damage to your vehicle. If yes,
take your car to a PIAM-authorised repairer and inform your insurer
immediately that you have done so. If your insurer recommends or requires
that repairs be done at a specified workshop, then take your car there as
advised. Any estimates should be sent to your insurer for checking purposes.
Alternatively, the insurer will send an insurance loss adjuster to assess
the damage to your vehicle, after which the insurer will authorise repairs.
The insurer will authorise repairs subject to a satisfactory claim form
being submitted together with the relevant documents.
If you have an 'excess' on your policy, you must pay the amount of the
"excess" direct to the repairer. The "excess" is that part of the claim that
you have agreed will be borne by you. Check your insurance policy for this
"excess" amount. The excess is payable irrespective of who is to blame.
If your policy does not cover damage to your car and you make a claim
against a third party, you would need to notify the other driver in writing
of your intention to claim from him and ask him to notify his insurers.
If possible, write to his insurers if you have details - quoting his policy
or certificate of insurance number and send an estimate of damage as soon as
The other driver should tell his own insurers of the accident as his
insurers will only be able to deal with your claim if they have been asked
to do so by their policyholder. Lastly, you should inform your own insurers
that you are claiming against the third party.
If you become dissatisfied with the way your claim is being handled and the
issue on hand is not resolved even after you have written to your
company branch manager and to its head office, you can refer your complaint
PIAM's Complaints Action Bureau
PO Box 12555
50782 Kuala Lumpur
Financial Mediation Bureau
Level 25, Jalan 4
Jalan Sultan Sulaiman
50000 Kuala Lumpur
All general insurance companies also subscribe to the Financial Mediation
Bureau which is an independent dispute resolution body to mediate any
disputes between yourself and your insurance
Please send your questions on general insurance to:
Persatuan Insuran Am Malaysia,
3rd Floor, Wisma PIAM,
150, Jalan Tun Sambanthan,
50470 Kuala Lumpur.
Tel : 03 - 2274 7395/9
Fax : 03 - 2274 5910