Whether you’re facing a dented bumper or serious collision damage, understanding the car insurance claim process in Malaysia is essential. Many drivers are unsure where to begin, what documents to submit, or how long it will take.
In this article, we break down the entire process into simple, clear steps—so you can manage your claim efficiently and avoid unnecessary delays.
Before You Start: Know Your Coverage Type
Your insurance coverage affects what you can claim:
- Third Party Insurance – Covers damage you cause to others.
- Third Party, Fire & Theft (TPFT) – Covers third party claims plus fire/theft of your car.
- Comprehensive Insurance – Covers your own car and third party damage.
If you have comprehensive insurance, you can make an Own Damage claim even if you were at fault.
Step 1: Stay Calm and Ensure Safety
After an accident:
- Check for injuries and call 999 if needed.
- Move to a safe location if the vehicles are obstructing traffic.
- Turn on hazard lights to alert other road users.
Do not admit fault or sign any private agreements on the spot. Always wait for proper documentation.
Step 2: Collect Evidence
This is crucial for your claim to be accepted:
- Take clear photos of the scene, damage, number plates, road signs, and surroundings.
- Record date, time, location, and weather conditions.
- Get details from other parties:
- Full name and contact
- NRIC and licence
- Insurance provider and vehicle registration number
- Note down names and contacts of witnesses, if available.
- If you have a dashcam, back up the footage.
Step 3: Lodge a Police Report Within 24 Hours
In Malaysia, it is mandatory to file a police report within 24 hours of the accident, or your claim may be denied.
Prepare:
- Your MyKad and driving licence
- Vehicle insurance policy or cover note
- Photos and other evidence
- Vehicle registration card (if requested)
You will receive:
- Police report
- Sketch plan or compound form (detailing who is at fault)
Step 4: Notify Your Insurer
Contact your insurance provider immediately or within 48 hours to start the claims process. Most insurers in Malaysia have 24/7 hotlines.
You will need to provide:
- Your policy number
- Police report number
- Accident details and any third party info
- Photos and dashcam footage (if applicable)
If your car needs towing, request a panel workshop tow to avoid extra charges.
Step 5: Send Your Vehicle to a Panel Workshop
Your insurer will recommend or assign a panel workshop. This ensures:
- Cashless repairs (if approved)
- Proper documentation
- Easier claims processing
The workshop will:
- Inspect your vehicle
- Prepare a damage report and repair estimate
- Submit the claim to the insurer for approval
If your claim is approved, repairs will begin.
Step 6: Submit Required Documents
You or the workshop must submit the following:
- Police report
- Insurance claim form (provided by insurer)
- Driving licence and NRIC copy
- Vehicle registration card (copy)
- Photos and accident sketch
- Repair quotation
Some insurers also require:
- Adjuster’s report (for major damages)
- Witness statements or dashcam footage
Step 8: Pay Any Applicable Excess
Excess (also known as deductible) is the amount you must pay before insurance kicks in. It can be:
- Compulsory excess – For drivers under 21, with a probationary license (P), or named drivers.
- Voluntary excess – Agreed by you during policy purchase to lower your premium.
You’ll need to settle the excess (if any) before collecting your car.
Step 9: Collect Your Vehicle
Once repairs are done:
- Inspect the vehicle for quality and completeness.
- Sign off the job sheet and collect your car.
- Ensure you receive an invoice and claim summary for your records.
Step 10: Follow Up and Retain Records
Even after your claim is closed:
- Keep copies of all documents and communications.
- Track whether your No Claim Discount (NCD) is affected.
- Confirm with your insurer if NCD is retained (especially for No-Fault Own Damage Claims).
FAQs: Car Insurance Claim Process in Malaysia
How long does a claim usually take?
Minor repairs: 5–10 working days
Major claims (e.g. total loss): 2–6 weeks, depending on insurer and adjuster reports.
What happens if both drivers blame each other?
Insurers will investigate both police reports and may assign liability based on evidence. In unclear cases, they may offer 50:50 settlement.
Can I claim without a police report?
No. A police report is required by all insurers in Malaysia.
Final Tips to Make the Process Smoother
✅ Always lodge your police report within 24 hours
✅ Use a panel workshop to avoid delays
✅ Keep all documentation, receipts, and communication logs
✅ Be honest and consistent in your statement
✅ Ask your insurer if you’re eligible for No-Fault Own Damage (NFOC) claim
Get Expert Support with Autore.my
Navigating the car insurance claim process doesn’t have to be confusing. Whether you’re facing minor damage or major repairs, Autore.my is here to guide you every step of the way.
- Free claim consultation
- Help with document preparation
- Connection to trusted panel workshops
- No hidden fees