Sembang Santai Takaful: Rilex. Takaful Kan Ada
November 14, 2024How to file motor insurance/
takaful claims digitally?
Did you know that most insurers/takaful operators in Malaysia offer some form of digital solution through their websites or mobile apps? Yes, that’s actually a fact, and it is through these digital ways that claimants can be alerted to updates instantly and have a better and more immediate view of the process.
Some insurers/takaful operators also have 24/7 road assistance service which enables their customers to contact the service centre at any time to receive help, assistance or towing of the damaged vehicle.
Not only that! Digital photographs of the loss or accident-damaged vehicle can also be sent via the same system. All these digitalisation enablers reduce the lifecycle of motor claims and make the approval process more efficient, which means that you can file a claim from the comfort of your home.
These initiatives are in line with Bank Negara Malaysia’s (BNM) call to improve motorists’ claims experience and outcomes, as set out in its Financial Sector Blueprint 2022-2026.
Why is digitalisation important?
Imagine this—at the scene of an accident or vehicle breakdown, you could be exposed to questionable or even harmful practices. Unsolicited parties could show up at an accident scene to take advantage of accident victims by pressuring them to allow their vehicles to be towed away without notifying the relevant insurers/takaful operators, or deal with unknown parties to handle aspects of the claim. Victims may be made to pay unnecessary fees.
Damaged vehicles towed to unauthorised repairers also raise safety concerns from the use of non-genuine parts or sub-standard repairs. These practices contribute to greater risks of insurance/takaful fraud and exaggerated claims due to inflated costs of repairs and parts.
Additionally, manual claims processes have long turnaround times to approve and settle claims. Digital solutions like web or mobile apps can address many of these issues. By linking each party within the claims process, digitalisation can provide consumers with a more efficient and seamless experience.
Panduan pertama #Ot-to
Steps to filing a motor claim digitally
It’s important that all insurance policyholder/certificate holders are aware and knowledgeable on the process of making insurance/takaful claims. The following guidelines will help make lodging a claim, a more convenient process.
The appointment of an adjuster will depend on the complexity of the case3
- Report
Report a loss or damage incident to the police immediately.
Related article: Got into an accident? Key things you must do and how motor insurance/takaful helps.
Panduan ke-2 #Ot-to
Quick claims guide for motor accidents. The 3 key steps are:
- Call your insurer or takaful operator
- Gather evidence
- Lodge police report
Notify insurer/takaful operator
Contact your insurer/takaful operator immediately to notify them of the loss or damage. You can use the app, log in to their Claims Service Portal, or contact their hotline. If you’re not using the app, then the notification will come from the authorised repairer (unless it’s for windscreen reimbursement, which is usually done within a working day).
Have the following documents or information ready:
Date of loss/incident
Insured name/NRIC No/policy number
Contact number/e-mail address
Brief description of damage
Note: The required documents listed are not all-inclusive, as the need for additional information/document may become necessary during the claims process. Always keep the communications between yourself and your insurer/takaful operator open and cordial.
- Cooperate
Cooperate with the insurer’s/takaful operator’s appointed Adjusters or Surveyors to assist in investigations and finalisation of report. -
Return
Return duly completed Claim Form together with relevant documentation as requested.
- If the accident was your fault, make an Own Damage claim.
- If the accident wasn’t your fault, Own Damage Knock-for-Knock (OD-KFK) claim
- Damage to your car in a road accident caused by the other party
- Other financial losses e.g. CART, Excess, etc.
- Submit the following to your insurer/ takaful operator:
- Borang tuntutan yang telah lengkap
- Salinan laporan polis yang asal
- Salinan kad pengenalan dan lesen memandu pemandu serta pemegang sijil/polisi
- Salinan sijil pemilikan kenderaan
- Gambar lokasi kemalangan dan kerosakan pada kenderaan
- Police letter informing which
party is compounded for the road traffic offence
- Send your car to insurer’s/takaful operator’s authorised repairer
- Appoint an adjuster to evaluate cost of your car’s damage
- Submit to the other party’s insurance company/takaful operator:
- Salinan laporan polis yang asal
- Copy of driver’s and
policyholder’s/certificate holder’s
identity card and driving licence - Copy of vehicle ownership
certificate - Adjuster’s report
- Bill of repair costs of your car
- Photos of accident scene and
damages to vehicle - Police letter informing which party
is compounded for the road traffic offence
Sumber: Bank Negara Malaysia
- If the accident was your fault, make an Own Damage claim.
- If the accident wasn’t your fault, Own Damage Knock-for-Knock (OD-KFK) claim
- Submit the following to your insurer/ takaful operator:
- Borang tuntutan yang telah lengkap
- Salinan laporan polis yang asal
- Salinan kad pengenalan dan lesen memandu pemandu serta pemegang sijil/polisi
- Salinan sijil pemilikan kenderaan
- Gambar lokasi kemalangan dan kerosakan pada kenderaan
- Police letter informing which
party is compounded for the road traffic offence
- Damage to your car in a road accident caused by the other party
- Other financial losses e.g. CART, Excess, etc.
- Send your car to insurer’s/takaful operator’s authorised repairer
- Appoint an adjuster to evaluate cost of your car’s damage
- Submit to the other party’s insurance company/takaful operator:
- Salinan laporan polis yang asal
- Copy of driver’s and
policyholder’s/certificate holder’s
identity card and driving licence - Copy of vehicle ownership
certificate - Adjuster’s report
- Bill of repair costs of your car
- Photos of accident scene and
damages to vehicle - Police letter informing which party
is compounded for the road traffic offence
Sumber: Bank Negara Malaysia
End-to-end digital motor claims process via a mobile app
If you’re using your insurer’s or takaful operator’s digital roadside assistance app, here are the steps to file a claim.
LANGKAH 1
Minta DRA melalui aplikasi laman web dan/ atau telefon
Jangan panik sekiranya berlaku kemalangan atau kerosakan. Ingat bahawa anda boleh berhubung menggunakan DRA melalui satu klik atau satu panggilan sahaja. Penarik kenderaan haram tidak mempunyai apa-apa hak/kuasa ke atas kenderaan anda. Rakamkan gambar dan video sebagai bukti untuk menyokong sebarang siasatan atau tuntutan.
LANGKAH 2
Pantau lokasi trak tunda berdaftar pada amasa nyata (‘real-time’)
Teliti maklumat trak tunda (seperti lesen nombor plat) dan terus memantau lokasi serta jangkaan waktu ketibaan mereka.
LANGKAH 3
Pilih bengkel pilihan dalam senarai bengkel pembaikan yang diiktiraf
Maklumkan kepada pengendali takaful/ syarikat insurans atau pihak pembekal bantuan anda mengenai bengkel pilihan anda atau pilih dalam senarai bengkel panel pembaikan.
LANGKAH 4
Buat laporan kemalangan secara digital, dan muat naik bukti gambar serta video
Masuk ke dalam laman web pengendali takaful/syarikat insurans atau aplikasi di telefon anda untuk menghantar dokumen tuntutan anda.
LANGKAH 5
Pantau status pembaikan dan tuntutan melalui aplikasi di telefon dan/atau notifikasi SMS
Kenderaan yang siap dibaiki sudah boleh diambil sekiranya ada notifikasi daripada pengendali takaful/syarikat insurans atau bengkel pembaikan.
Digital transformation is absolutely an enabler. The faster the motor insurance/takaful industry adapts to digital solutions, the better the outcomes will be. Motor claims of the future will be exciting, speedy, efficient, transparent, innovative, and digitally driven. Together with the friendly and helpful customer service support of insurers/takaful operators, the end-to-end claims experience will be brought to life!
Artikel ini adalah sebahagian daripada kempen ‘Jom, Level Up’ di bawah Liberalisasi Secara Berperingkat 2.0, Program Pendidikan Pengguna (CEP), oleh Persatuan Insurans Am Malaysia (PIAM) dan Malaysian Takaful Association (MTA).
Penafian: Maklumat-maklumat yang diberikan adalah untuk pengetahuan umum sahaja. PIAM dan MTA tidak membuat sebarang perwakilan atau jaminan berkenaan maklumat-maklumat ini, termasuk dan tidak terhad pada apa-apa perwakilan atau jaminan berkenaan dengan kesesuaian bagi tujuan tertentu bagi maklumat tersebut sejauh mana yang dibenarkan dari sisi undang-undang-undang. Meskipun usaha-usaha sudah dilaksanakan untuk memastikan maklumat yang diletakkan dalam artikel ini adalah tepat, boleh dipercayai dan lengkap ketika tempoh penulisan, maklumat yang diberikan dalam artikel ini tidak sepatutnya diberi kebergantungan untuk membuat sebarang keputusan berkaitan kewangan, pelaburan, hartanah atau undang-undang. Tambahan lagi, maklumat ini tidak sepatutnya menggantikan nasihat daripada individu professional terlatih yang boleh mempertimbangkan fakta dan situasi peribadi anda, dan kami tidak menanggung sebarang liabiliti jika anda menggunakan maklumat ini untuk membuat sebarang keputusan.