Motor Takaful Claims: Process, Requirements and Payouts

Follow these steps after an accident:

The exact requirements depend on the operator and claim type. You may be asked to provide:

• Completed motor takaful claim form
• Takaful certificate or policy schedule
• Police report
• Police investigation report or result, if required
• Copy of your identity card and driving licence
• Vehicle registration details
• Photos of the accident and vehicle damage
• Repair estimate or other documents requested by the operator

The claim route depends on who was responsible for the accident and the type of cover you have.

Not sure which route to take? Read our guide to own damage vs third-party claims.

Your takaful operator will review the incident, check whether the loss is covered and assess the damage before deciding on the claim.

Depending on the outcome:

Approved repair claim

The operator authorises repairs through the required workshop process.

Total loss claim

The payout is calculated according to your certificate's sum covered, terms and applicable conditions.

Rejected claim

The operator should explain the reason for its decision.

You may still need to pay certain costs, such as:

Excess

The amount you must contribute towards an eligible claim, where applicable.

Betterment

A contribution that may apply when new original parts replace older parts in vehicles aged five years and above.

The final amount payable depends on your certificate, claim assessment and applicable deductions.

There is no single fixed completion time for every claim. The duration depends on the type of claim, damage assessment, document completeness and whether further investigation is needed.

Bank Negara Malaysia's Claims Settlement Practices policy sets minimum standards for general insurance and general takaful claims. Operators also publish their motor claims service timelines.

What can help avoid delays?

• Notify your operator promptly.
• Submit all requested documents.
• Respond quickly to requests for additional information.
• Follow the operator's repair and assessment instructions.

If your claim is rejected, ask your takaful operator for the reason in writing and review it against your certificate terms and exclusions.

If you disagree with the decision:

1. 1

   Submit a formal complaint to your takaful operator.

2. 2

   If the dispute remains unresolved, check whether you can refer it to the Financial Markets Ombudsman Service (FMOS).

3. 3

   You may also contact Bank Negara Malaysia through BNMLINK for assistance or to raise a regulatory concern.

FMOS handles eligible insurance and takaful claim disputes involving direct financial losses of up to RM250,000. Generally, you must refer the dispute within six months of receiving the operator's final decision, or if it has not responded within 60 days.