Panel vs Non-Panel Workshop: What Changes for Your Claim?
After an accident, your choice of workshop can affect your insurance claim. Panel workshops are approved by your insurer, while non-panel workshops may require special approval. Check your policy and get your insurer's approval before arranging repairs.
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What is the difference between panel and non-panel workshops?
| Feature | Panel workshop | Non-panel workshop |
|---|---|---|
| Insurer's arrangement | Approved by the insurer | Not on the insurer's panel |
| Claim process | Usually familiar with insurer procedures | May require extra coordination or documents |
| Repair approval | Still subject to assessment and approval | May require specific permission; approval is not guaranteed |
| Payment | Insurer may settle approved costs directly | Payment or reimbursement depends on approval and the insurer's arrangements |
| Warranty | Depends on the workshop's warranty and applicable terms | Depends on the workshop's warranty and agreed repair arrangements |
| Choice | Limited to the insurer's panel options | May offer more choice, subject to approval |
The exact arrangements depend on your insurer and policy. A non-panel workshop is not automatically unsuitable, but using one without the required approval may complicate your claim.
How can your workshop choice affect your claim?
Claim approval
Panel workshops know the insurer's procedures. Non-panel workshops may need extra documents or direct coordination with the insurer. Repairs are not guaranteed to be covered just because work has started.
Repair costs and payment
Insurers may pay panel workshops directly for approved repairs. You may still need to pay excess, betterment charges and other non-covered costs. Non-panel repairs depend on insurer approval and policy terms.
Repair quality and warranty
Panel status does not guarantee perfect repairs. Check the parts used, warranty coverage and how repair issues are handled.
Processing time
Panel workshops may help avoid procedural delays, but neither option guarantees faster repairs. Approval, parts availability and damage severity affect the timeline.
Can you use a non-panel workshop?
Possibly, depending on your insurer's approval and policy terms. Some policies require repairs at an approved workshop, while others allow exceptions.
Your insurer may consider a non-panel workshop if no suitable panel workshop is nearby, specialist repairs are needed or a franchise workshop is more appropriate. These exceptions are not guaranteed, as your policy terms and insurer's approval determine whether the workshop can be used for a claim.
Before authorising repairs, confirm approval and check for additional costs, inspection requirements and payment arrangements.
What should you do after an accident?
Step 1: Check safety
Look for injuries, move to a safe place if possible and contact emergency services when needed.
Step 2: Record the damage
Take photos of the vehicles, damage and accident scene if it is safe.
Step 3: Report the accident
Follow Malaysia's applicable police-reporting requirements.
Step 4: Contact your insurer
Notify the insurer promptly and ask about the claim process and approved workshops.
Step 5: Confirm the workshop
Check whether your preferred workshop is on the panel or can be approved.
Step 6: Wait for required assessment
Follow the insurer's instructions and obtain any required approval before repairs begin.
Step 7: Keep your documents
Save your claim reference, estimates, approvals, receipts and repair records.
Avoid signing blank forms or agreeing to repairs you do not understand. If a tow truck arrives, contact your insurer through its official helpline before accepting a towing or workshop arrangement, where possible.
For more guidance, visit BJAK's car insurance claim guide.
Which workshop should you choose?
| Your priority | What to do |
|---|---|
| A more straightforward claim | Check your insurer's panel workshops first |
| Using a workshop you trust | Get insurer approval before repairs |
| Specialist or franchise repairs | Confirm whether your insurer permits the arrangement |
| Avoiding unexpected costs | Ask about excess, betterment and non-covered expenses |
| Repair warranty | Confirm the warranty and complaint process |
If you're unsure, contact your insurer before deciding. Keep copies of relevant documents and contact the insurer's claims or complaints team if a repair dispute arises.
Frequently asked questions
It depends on your policy. Some insurers require an approved repairer, while others may allow a non-panel workshop in specified circumstances. Check your policy wording and get approval before arranging repairs.
Not automatically in every case. However, using a workshop without the required approval may breach policy conditions or affect your claim. Confirm the requirements before authorising repairs.
They may offer direct settlement for approved repairs, but you could still need to pay your excess, betterment charges or costs not covered by your policy. Confirm the payment arrangement with your insurer.
You can request to use your preferred workshop, but approval is not guaranteed. Your insurer's policy terms determine whether the repair costs can be claimed.
No. Repair standards and warranties vary. Check the specific warranty, the parts being used and how to report any problems.
Contact your insurer's claims or complaints team and keep your estimates, approvals, photographs and repair records. Ask about its internal dispute-resolution process for motor repair or claim disputes.
Compare car insurance on BJAK
Before choosing a workshop, check your insurer's approved repairers, claim requirements and payment arrangements to reduce the risk of unexpected delays or costs. If you need to make a claim, contact the insurer listed on your policy to confirm the correct process for your vehicle.