Claims, Repairs and Disputes: Everything you need to know
October 26, 2024
Guide to essential motor services by your insurer/takaful operator
October 28, 2024Accident?
Here’s what you must do.
In Malaysia, the number of reported traffic accident cases increased from 545,588 in 2022 to 598,635 in 2023.1 Transport Minister Anthony Loke shared that road accidents were the fourth-highest cause of deaths in Malaysia, recording 6,443 road accident deaths last year. This translates to an average of 18 deaths daily.
Nearly two-thirds of these road accident deaths involved motorcycles, which had 4,448 deaths in 2023, averaging 12 deaths a day. This translates to one fatal accident involving motorcycles every two hours.
For the daily number of accidents, refer to Jabatan Siasatan Dan Penguatkuasaan Trafik PDRM’s social media pages.
Sadly, the figures speak for themselves. Accidents happen when we least expect them, and whether you’re behind the wheel of a car or riding a motorcycle, the aftermath can be overwhelming.
However, knowing what steps to take and understanding how your insurer/takaful operator can assist with your motor claims process can make a significant difference in helping you through it. Let’s explore the key actions to take and the support available to help you through this challenging situation.
Ot-to Guide 1
When a motorcycle accident occurs, a motorcyclist has:
higher risk of death and serious injury compared to bus passengers for the same distance.
higher risk of death and serious injury compared to travelling by car for the same distance.
Source: Majlis Keselamatan Jalan Raya
Here's what to do and how your insurer/takaful provider can help after an accident.
1
Stay calm and check for injuries
The most crucial step is ensuring your safety and that of others involved. Check yourself and any passengers for injuries. If medical attention is needed, call 999 for emergency response services immediately.
2
Secure the scene
3
Photo proof
4
Gather information
Exchange contact details with all parties involved, including names, driver’s licence numbers, vehicle registration numbers, insurance/takaful information, and contact number.
5
Contact your insurer/takaful operator
Your insurer/takaful operator provides 24/7 vehicle roadside assistance. Digital Roadside Assistance (DRA) encompasses the app, WhatsApp/hotline number, and/or their website.
For those with the DRA app, here’s how to use it:
Open the DRA app: Launch the DRA app on your mobile phone, tablet or if available, access through their website.
Request Assistance: Use the DRA app to request a tow truck. This service is available for both accidents and breakdowns. You will need to share or enter your vehicle’s location.
Track Your Help: The app allows you to track the tow truck’s arrival in real time and see its progress to the nearest authorised repairer.
Stay Updated: You can also receive updates on the vehicle repair status directly through the app.
Important note: Download your insurer’s or takaful operator’s DRA app before an accident occurs to ensure it’s readily available when needed. Do also avoid those who approach you and suggest a workshop to fix your vehicle. Sometimes they’ll offer towing service. It is best not to entertain these unauthorised tow truck service providers since they might charge exorbitant towing fees or overcharge you for repairs.
Reporting the accident
Make a police report
File a police report within 24 hours of the accident unless there is a valid reason (such as being hospitalised or receiving treatment for your injuries) that can be supported by an official medical report.
Otherwise, late reporting can result in a fine. You may also be asked to draw a simple diagram of the accident scene for the report.
File an insurance/takaful claim
Promptly notify your insurer/takaful provider about the accident. They will guide you through the claims process and next steps.
Upon filing a claim, your insurer/takaful operator will appoint an investigator/loss adjuster to assess the repairs recommended by the authorised repairer.
You can also stay updated on the status of the claims and vehicle repair through the DRA app.
Ot-to Guide 2
If you are dealing with a motor accident and need urgent medical assistance, contact MERS999 immediately.
How can your insurer or takaful operator help?
Policy/certificate review and clarification
Feeling unsure about your motor coverage? Your insurer/takaful operator can clarify what benefits you are entitled to under your policy/certificate. This might include free towing services (within policy/certificate limits), or a courtesy car while your vehicle is being repaired.
Note: Most insurance providers and takaful operators include free vehicle towing within a distance for comprehensive insurance policyholders or certificate holders.
Claims assistance
Filing a claim after an accident can be seamless with your insurer or takaful operator. They will manage the entire claims process, coordinating with other parties and repair workshops. Simply contact them or file a claim through the DRA application and submit the necessary documents.
Your insurer/takaful operator will handle communication with the authorised repairer, lightening your load and providing updates on your claim.
Repair assistance
All insurers and takaful operators offer DRA apps where they work directly with approved authorised repairer to streamline the repair process. You can also track the repair progress of your vehicle.
Note: Policy/certificate details and coverage options may vary between insurers and takaful operators. It's always recommended to carefully review your policy documents/certificate to understand your specific coverage and benefits.
Note: Policy/certificate details and coverage options may vary between insurers and takaful operators. It’s always recommended to carefully review your policy documents/certificate to understand your specific coverage and benefits.
Ot-to Guide 3
If you’re the party-at-fault and a claim is made against your policy or certificate, the current No Claim Discount (NCD) that you’ve accumulated will be forfeited and reverted to 0%.
Don’ts when in an accident in Malaysia
Don’t panic, lose your temper, or start the blame game.
Don’t admit fault or make promises at the scene of the accident.
Don’t accept or offer a settlement for the accident on-the-spot.
Don’t sign anything without reading it first or confirming it with your agent or directly with your motor insurance/takaful operator.
Accidents are distressing events, but knowing the steps to take and understanding the support available from your insurer/takaful operator can ease the burden. Remember to prioritise safety, document the incident, and notify your insurer/takaful operator promptly. By working together, you can get the immediate help you need to get back on the road.
Disclaimer: The information is provided for general information only. PIAM and MTA make no representations or warranties in relation to the information, including but not limited to any representation or warranty as to the fitness for any particular purpose of the information to the fullest extent permitted by law. While every effort has been made to ensure that the information provided in this article is accurate, reliable, and complete as of the time of writing, the information provided in this article should not be relied upon to make any financial, investment, real estate or legal decisions. Additionally, the information should not substitute advice from a trained professional who can take into account your personal facts and circumstances, and we accept no liability if you use the information to form decisions.