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FAQ

Car Accident Insurance

Find clear and concise answers to the most common questions about car accident insurance claim.
  • Do not stop in the middle of the road to inspect your car. Park at a safe location instead.
  • Do not trust tow trucks (“callman”) that appear within minutes after an accident. Insurance companies and workshops do not keep tow trucks waiting on the roadside. These tow trucks may lead to unnecessary complications. Only use tow truck services arranged through your insurance company.
  • Do not rely solely on insurance agents for accident claim advice. While many agents are professional in selling insurance policies, some may not be experienced in handling claims or accident procedures such as OD, OD-KFK, or third-party claims.
  • Do not trust self-proclaimed insurance claim advisors (“callman”) outside the police station. They are often connected with unauthorized tow truck operators.
Got into an accident?
1

Take photos of ALL vehicles involved

Front, back, sides, license plate.
2

Go to the nearest traffic police station

Explain what happened. We’ll guide you through what to say.
3

Make your police report

Ensure you lodge your report with the officer, meet the Investigation Officer (IO) to explain the situation, and have the Police Photographer (Juru Gambar) take photos of your damaged vehicle. The officer will handle the police report, the IO will prepare the investigation result and sketch diagram (Rajah Kasar), while the Juru Gambar will document the vehicle damage photos (Balai Gambar).
4

Send your vehicle to our trusted workshop

We can arrange a trusted workshop for you to ensure quality workmanship and a smooth repair process.
5

Submit claim documents

We’ll list what you need — no guesswork.
6

Sign Claim Form / Authorization / Lawyer Form

Depending on the type of claim, different forms may be required to authorize the workshop to proceed with repairs on your vehicle.
7

Get repair updates & collect your vehicle

We notify you when your car is ready. Simple!

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We handle everything from accident guidance, claim filing, legal support, workshop repair, status tracking, and education. You focus on recovery — we do the rest.
View Our Services
TypeWho’s at Fault?Who Pays For Your Repair?
Third PartyNot YouThe other party’s insurer
OD (Own Damage)YouYour own insurer
OD-KFKNot YouYour insurer pays for the repair first and then claims the cost back from the other party’s insurer.
NCD deducted; panel workshop required.
1

Own Police Report Original
2

Vehicle Registration Card Copy (Front & Rear)
3

Insurance Policy Copy
4

Vehicle Owner’s IC Copy (Front & Rear)
5

Vehicle Owner’s License Copy (Front & Rear)
6

Vehicle Driver’s IC Copy (Front & Rear)
7

Vehicle Driver’s License Copy (Front & Rear)
Note:
All documents must be clear, valid, and match the insured vehicle details to avoid delays in claim processing.
All claims are handled and processed through Autore’s in-house runner service for convenience and faster submission.
Here is an example of a complete set of OD (Own Damage) Insurance Claim Document.
For confidentiality, all documents are watermarked with “Sample Report”.
View Sample Report
NCD deducted; panel workshop required.
1

Own Police Report Original
2

Vehicle Registration Card Copy (Front & Rear)
3

Insurance Policy Copy
4

Company Registration Certificate (Form 9)
5

Company Profile (Form 49)(Particulars of Directors)
6

Director’s IC Copy (Front & Rear)
7

Vehicle Driver’s IC Copy (Front & Rear)
8

Vehicle Driver’s License Copy (Front & Rear)
9

Company TIN No (Due to e-invoice)
10

Company Stamp for Claim Form
Note:
A Company Registration Certificate serves as proof of vehicle ownership under the company. The Particulars of Director and the director’s IC are required to verify company ownership, similar to how an owner’s IC is used alongside a vehicle registration card (geran). The owner’s IC is needed to confirm and validate the information stated in the vehicle registration card.
NCD maintained; panel workshop required for OD KFK, any workshop for third-party.
1

Police Report Result (Keputusan)
2

Sketch Diagram (Rajah Kasar)
3

Own Police Report
4

Fault Party Police Report
5

Own Police Photos
6

Fault party’s Police Photos
Items 1–6 can be retrieved by Autore via in-house runner – customer only needs to provide the report slip.
7

Fault Party’s Insurance (MyCarInfo) – Autore will handle
8

Fault Party License Coverage Date – Autore will handle
9

Vehicle Registration Card Copy (Front & Back)
10

Insurance Policy Copy
11

Vehicle Owner’s IC Copy (Front & Back)
12

Vehicle Owner’s Driving License Copy (Front & Back)
13

Vehicle Driver’s IC Copy (Front & Back)
14

Vehicle Driver’s Driving License Copy (Front & Back)
Note:
If the owner and driver are the same person, only one set of IC and driving license is required.
Items 1-8 can be obtained by Autore personal and company vehicle owner only need to provide 9-14.
Here is an example of a complete set of Keputusan.
For confidentiality, all documents are watermarked with “Sample Report”.
View Sample Report
NCD maintained; panel workshop required for OD KFK, any workshop for third-party.
1

Police Report Result (Keputusan)
2

Sketch Diagram (Rajah Kasar)
3

Own Police Report
4

Fault Party Police Report
5

Own Police Photos
6

Fault party’s Police Photos
Items 1–6 can be retrieved by Autore via in-house runner – customer only needs to provide the report slip.
7

Fault Party’s Insurance (MyCarInfo) – Autore will handle
8

Fault Party License Coverage Date – Autore will handle
9

Vehicle Registration Card Copy (Front & Back)
10

Insurance Policy Copy
11

Company Registration Certificate (Form 9)
12

Company Profile (Form 49 – Particulars of Directors)
13

Director’s IC Copy (Front & Back)
14

Vehicle Driver’s IC Copy (Front & Back)
15

Vehicle Driver’s Driving License Copy (Front & Back)
16

Company TIN Number (for e-invoicing)
17

Company Stamp (for Lawyer Form)
Note:
A Company Registration Certificate serves as proof of vehicle ownership under the company. The Particulars of Director and the director’s IC are required to verify company ownership, similar to how an owner’s IC is used alongside a vehicle registration card (geran). The owner’s IC is needed to confirm and validate the information stated in the vehicle registration card.
A Report Slip is an official document issued by the police after an accident report is made. It serves as a reference for the reported case.
By providing the Report Slip, Autore is able to:
  • Check the accident record status.
  • Retrieve the complete set of Keputusan (accident report documents).
  • Proceed with insurance claim submission on your behalf.
Why It Matters
The Report Slip is the key document required to access all related police records, including keputusan, rajah kasar, police reports, and balai photos.

Autore can handle the entire retrieval process through our in-house runner service, making your claim process faster and hassle-free.

Here is an example of a Report Slip.
For confidentiality, all documents are watermarked with “Sample Report”.
View Sample Report
A typical complete set includes:
1

Keputusan (Result of the Accident) – Page 1

Shows the result of the accident, who is at fault and who is not.
2

Rajah Kasar (Sketch Diagram) – Page 2

Provides a rough diagram of the accident scene.
3

Police Report (Own Report) – Page 3

Details from your own vehicle report.
4

Police Report (Fault Party Report) – Page 4

Information from the other party involved.
5

Police Photos (Own Vehicle) – Pages 5 & 6

Photos of your vehicle after the accident.
6

Police Photos (Fault Party Vehicle) – Pages 7 & 8

Photos of the other party’s vehicle.
Notes on Multiple Vehicles Involved:
  • 1 vehicle → 1 police report + 1 set of police photos.
  • 2 vehicles → 2 police reports + 2 sets of police photos.
  • 5 vehicles → 1 Keputusan + 1 Rajah Kasar + 5 police reports + 5 sets of police photos.
All documents are handled securely and can be obtained through Autore’s in-house runner service.
Here is an example of a complete set of Keputusan.
For confidentiality, all documents are watermarked with “Sample Report”.
View Sample Report
Grab requires its drivers to have a valid PSV license and additional e-hailing insurance coverage to operate as a Grab vehicle.

Drivers must purchase this extra coverage through their insurer or via Grab. Without valid coverage, they are not allowed to carry passengers.

If the insurance is active, we only need to verify the validity period of the PSV license.
  • If PSV license is active: claim is valid and claimable.
  • If PSV license is expired: claim may not be valid and is not claimable.
If the motorcycle is used for personal purposes and has valid, active insurance coverage along with a valid riding license, the claim is payable under the motorcycle’s insurance policy.

However, claims are not payable if the motorcycle is used for commercial purposes such as GrabFood, Foodpanda, or Lalamove. Based on experience, many motorcycles are insured for private use but are actually used for delivery services. In such cases, insurers may reject the claim due to invalid coverage, resulting in claim denial.
License Classes:
  • B License: For motorcycles 250cc and above
  • B2 License: For motorcycles 250cc and below
Special Note:
Unfortunately, even if you are not at fault, if the motorcyclist claims for bodily injury, your No Claim Discount (NCD) may still be affected.
Under the Road Transport Act, an International Driving Permit (IDP) is only valid for temporary use in Malaysia, typically up to 90 days from the date of entry. Whether the individual is here for vacation or long-term work, they are required to obtain a Malaysian driving licence after 90 days. Failure to do so may result in the insurer treating the licence as invalid at the time of the accident.

Claimable if:
  • The foreigner’s International Driving Permit is valid and their entry into Malaysia is within 90 days, and the vehicle involved is not a rental vehicle.
  • The foreigner has overstayed 90 days but holds a valid Malaysian driving licence.
Not claimable if:
  • The foreigner has been in Malaysia for more than 90 days and does not hold a Malaysian driving licence, even if their International Driving Permit is still active.
  • The foreigner is driving a rental vehicle.
In short:
The only way to claim their insurance if you are hit by a foreigner is if their insurance is active, their entry date is less than 90 days with a valid International Driving Permit, or if the foreigner holds both active insurance and a valid Malaysian driving licence.

Unfortunately, the vehicle owner may need to liaise directly with the foreign driver to obtain these details, including:
  • Passport stamp showing entry date into Malaysia.
  • International Driving Permit validity period.
  • Malaysian driving licence status (can be verified via authorised channels such as Autore).
Note:
Insurance companies are very strict with coverage terms. Rental vehicles and commercial vehicles without the correct insurance coverage may result in claim repudiation.
In most cases, government vehicles such as police cars and ambulances are not covered by standard insurance policies.

As a result, you will usually need to either claim under your own insurance policy or proceed with a cash repair for your vehicle.
If you are at fault, your No Claim Discount (NCD) will be reduced to 0%.

If you are not at fault, whether it is an OD-KFK claim or a Third Party claim, your NCD will remain unaffected.

Windscreen claims will not affect your NCD.

Special Note:
If you are hit by a motorcycle and the motorcyclist claims bodily injury, your NCD may still be affected. In such cases, the motorcycle’s NCD will be reduced to 0% for being at fault, and your NCD may also be reduced to 0% due to the bodily injury claim.

Important Note:
If your NCD shows 0% upon renewal and you were NOT at fault, you may request the full set of claim documents (for Autore customers only). Submit them to your insurance agent during renewal, and your agent can assist in requesting the insurance HQ to reinstate your NCD.

Some insurers may temporarily hold the NCD during the claim process until the case is fully closed.
All claim documents remain the same, and the vehicle must still be inspected by an appointed adjuster. The only difference is that the adjuster will recommend and submit the vehicle as a Total Loss to the insurance company.

If approved, the insurance company will typically pay around 60–70% of the vehicle’s market value.

The owner will then need to proceed to JPJ to deregister the vehicle after the Total Loss approval is granted. Some insurers may also require the original vehicle registration card and keys to be submitted.

Once the deregistration process and all required documents are completed, the insurance company will release the approved payout to the owner.

For more information, please contact Autore.
Claimable:
If you are not at fault, the claim is still valid even if your insurance or driving licence is expired, as long as the at-fault party has valid insurance and a valid driving licence. However, you must renew your insurance or licence before the claim process can proceed.
Not claimable:
  • Modified accessories are not covered.
  • If the at-fault party has no insurance, you can only claim under your own insurance policy.
  • If the at-fault party has no valid driving licence, you can only claim under your own insurance policy.
  • Racing or illegal competition use.
  • Hire and reward use (e.g. rental or commercial transport without valid coverage).
  • Carrying goods other than samples in connection with any trade or business without proper coverage.
Please refer to your insurance policy under “Limitations as to Use” for full details.
The purpose of an insurance claim is to restore your vehicle to its condition before the accident, not to upgrade it to a brand-new condition.

As vehicles age, their parts naturally depreciate over time. When old or worn parts are replaced with brand-new parts during a claim, the vehicle effectively receives an upgrade in value. This difference is known as betterment.

Because of this, insurance companies may require the vehicle owner to share part of the replacement cost. This portion is called the betterment charge.
Betterment Charges Example Table
Vehicle AgeBetterment RateNew Parts CostAmount Paid by ClaimantAmount Paid by Insurance
Less than 5 years0%RM5,000RM0RM5,000
5 years15%RM5,000RM750RM4,250
6 years20%RM5,000RM1,000RM4,000
7 years25%RM5,000RM1,250RM3,750
8 years30%RM5,000RM1,500RM3,500
9 years35%RM5,000RM1,750RM3,250
10 years and above40%RM5,000RM2,000RM3,000
Calculation Formula
Betterment Charge=Parts Cost×Betterment Rate

Example for a 10-year-old vehicle:
If the claim vehicle is 10 years old, the applicable betterment rate is 40%.
  • Cost of new replacement parts: RM5,000
  • Betterment charge (40%): RM2,000
  • Insurance company pays remaining 60%: RM3,000
Calculation:
RM5,000×40%=RM2,000

Therefore, RM2,000 must be borne by the claimant if the claimant chooses to replace the damaged parts with brand-new parts.
How to Avoid Betterment Charges
To avoid or reduce betterment charges, claimants may choose:
  • OEM parts (Original Equipment Manufacturer parts), or
  • Used / second-hand parts
These alternatives are usually priced within the insurance-approved replacement budget and may not be subject to betterment charges.
Claim Form – Panel Workshop Only
A form used to notify the insurance company about the accident claim. The workshop will assist in completing the accident details, and the vehicle owner is required to review and sign it.

Discharge Voucher (DV) – Panel Workshop Only
A form used to close the claim case after the repair is completed and the customer has collected the vehicle. The owner must sign the DV to confirm satisfaction and officially close the case.

Authorization Form / Lawyer Form – Third Party Claim
These forms serve a similar purpose to a claim form but are used for Third Party claims. They are typically required for non-panel workshops repairing not-at-fault vehicles.
  • Authorization Form: Allows the workshop to proceed with repairing your vehicle.
  • Lawyer Form: Appoints a lawyer to handle the claim process with the insurance company on your behalf.
These are standard SOP requirements, and without the signed forms, the insurance process may be delayed.

Note:
All forms must be signed by the vehicle owner only, as the owner is the claimant, not the driver. Without the owner’s acknowledgement, the claim process will be delayed.