Car accidents are stressful — and the insurance claim process can sometimes feel just as overwhelming. Whether it’s your first time filing a claim or you simply want to avoid making costly mistakes, understanding the car insurance claim procedure in Malaysia is essential.
This FAQ guide answers the most common questions Malaysians ask about car insurance claims, based on real search behaviour, insurer guidelines, and typical scenarios drivers face daily.
If you want detailed step-by-step guidance, you can also check out Autore’s in-depth resources:
Frequently Asked Questions (FAQ) About Car Insurance Claims in Malaysia
1. What should I do immediately after a car accident?
Here are the essential steps:
- Ensure everyone’s safety first.
- Turn on hazard lights and move to a safe area if possible.
- Do not admit fault at the scene.
- Take clear photos and videos of the damage, number plates, road layout, and surroundings.
- Exchange contact details with the other driver.
- Call your insurer’s 24/7 accident assistance hotline.
- Make a police report within 24 hours.
For a full guide, refer to:
➡️ What To Do After a Car Accident
2. What are the types of car insurance claims in Malaysia?
There are three main claim types:
a) Third-Party Property Damage (TPPD)
You claim from the other driver’s insurer when they are at fault.
b) Own Damage (OD)
You claim from your own insurer when you are at fault, liability is unclear, or both parties contributed.
c) Own Damage Knock-for-Knock (OD-KFK)
A special “no-fault” claim where:
- The other driver is at fault,
- You claim from your insurer,
- Your NCD is preserved,
- Both cars must be private vehicles insured in Malaysia.
Learn more here:
➡️ Car Insurance When It’s Not Your Fault
3. How do I know if I should claim from my insurance or from the other driver’s?
It depends on who is at fault and what outcome you prefer:
Situation | Recommended Claim Type |
Other driver is clearly at fault | Third-party claim or OD-KFK |
You are at fault | Own Damage (OD) |
Fault is unclear | OD may be faster; insurer will assess |
Want the quickest repair | OD or OD-KFK |
Want to protect NCD | OD-KFK or Third-party |
If unsure, your insurer or Autore advisors can assess your police report and evidence to guide you.
4. What documents do I need for a car insurance claim?
You typically need:
- Your police report
- Third-party police report (if available)
- Police sketch plan & investigation results
- Copy of IC and driving licence
- Vehicle ownership papers (VOC/Grant)
- Photos and videos of the accident
- Insurance policy & cover note
- Repair quotation from a panel workshop
Keeping digital copies will speed up your claim.
5. Do I need a police report for every claim?
Yes — for road accidents in Malaysia, a police report is mandatory for insurance claims.
Skipping it can result in:
- Claim rejection
- Summons/fines
- Difficulty proving liability
6. How long does a car insurance claim take to process?
It depends on the claim type:
Claim Type | Estimated Time |
OD-KFK | 5–14 working days |
Own Damage (OD) | 5–20 working days |
Third-party claim | 2–8 weeks |
Total loss | 2–6 weeks |
Delays happen if documents are incomplete or liability is disputed.
For breakdowns of each stage:
➡️ Car Insurance Claim Process Malaysia
7. Will filing a claim affect my No Claim Discount (NCD)?
Your NCD is affected only if:
- You file an Own Damage (OD) claim and you’re at fault, or
- Insurer does not classify your case under OD-KFK.
NCD remains safe when:
- You make a third-party claim, or
- Your OD-KFK claim is approved.
8. Can I send my car to any workshop for repairs?
For most insurance claims, you must use a panel workshop.
Sending the car to a non-panel workshop may:
- Void your claim
- Reduce the payout
- Cause delays
- Result in refusal to cover repair costs
Your insurer or Autore can guide you to the nearest approved workshop.
9. What if the other driver runs away or it’s a hit-and-run?
You should:
- Make a police report immediately
- Provide evidence (CCTV, dashcam)
- Claim under:
- Own Damage (OD)
- Windscreen claim (if applicable)
- Special perils/flood damage (not related to accident but included here)
OD-KFK cannot apply for hit-and-run cases.
10. What if the other driver is uninsured or foreign?
You will likely need to:
- Claim under Own Damage,
- Seek legal action (optional), or
- Recover through Motor Insurers’ Bureau Malaysia (MIB) in certain cases.
OD-KFK cannot be used because the other vehicle lacks valid Malaysian insurance.
11. What if my car is declared a total loss?
A vehicle is declared total loss when:
- Repair cost exceeds 75% of the car’s market value, or
- The car is structurally unsafe after repairs.
You can learn more here:
➡️ Total Loss Insurance Claim Malaysia
Your insurer will compensate you based on the:
- Market value of the car, or
- Agreed value (if your policy includes it)
12. Can I get a replacement car during repairs?
Only if:
- Your policy includes Courtesy Car / Replacement Vehicle Benefit, or
- The workshop or insurer offers temporary transport.
Not all policies include this, so check your coverage.
13. Can I claim car insurance without a driving licence?
If you were:
- Driving with an expired licence,
- Driving with no licence,
- Using a learner’s licence without supervision,
Your claim may be denied.
Insurers require licensed drivers under policy terms.
14. Is it okay to accept cash settlement at the scene?
Not advisable.
Accepting cash:
- Cancels your right to claim later
- Risks under-compensation
- Has no legal protection
- Can backfire if the damage is worse than it looks
15. When should I consult a lawyer?
Consider legal advice if:
- There are injuries or death,
- Liability is heavily disputed,
- Your claim is unfairly delayed or rejected,
- The other driver refuses cooperation.
Final Tips to Make Your Claim Smoother
- Always lodge a police report within 24 hours
- Save dashcam recordings
- Never admit liability at the scene
- Submit complete documents promptly
- Use panel workshops only
- Check if your case qualifies for OD-KFK
- Keep copies of every document and receipt
For more help, visit the Autore Help Centre:
➡️ https://autore.my/car-insurance-help-centre/
Or explore our services here:
➡️ https://autore.my/services/
Need Help With Your Car Insurance Claim?
We’re here to guide you on:
✅ Claim advice
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