Where Can I Check My Car Insurance Claim Status?

You can check your car insurance claim status by contacting the insurer or takaful operator handling your claim, or through its official online portal if claim tracking is available. Keep your claim reference number ready so the provider can locate your case and give you an update.

If you bought your car insurance through BJAK, your claim is still handled by the insurer or takaful operator that issued your policy. BJAK can help you locate your policy documents and the provider’s contact details if you need assistance.

Where Can You Check Your Claim Status?

There are several ways to get updates on your car insurance claim. The options available depend on your insurer, claim type and the stage of the process.

Channel	What you can do
Insurer’s official website or app	Log in, if the service is available, to check your claim status or view updates.
Insurer or takaful operator’s customer service	Contact the provider and give them your claim reference number to request an update.
Insurance or takaful agent	Ask for help checking the claim’s progress and next steps.
Workshop handling the repairs	Ask whether the inspection, repair approval or repair work has been completed.
BJAK	If you purchased your policy through BJAK, contact BJAK for help locating your policy documents or insurer’s contact details.

Important: Not every insurer offers online claim tracking. If you cannot find a claim-status feature on its website or app, contact the provider directly.

What Information Do You Need to Check Your Claim?

Prepare the following details before contacting your insurer. This can help the provider locate your claim more efficiently.

• Claim reference number
• Policyholder’s name
• Car insurance policy number or takaful certificate number
• Vehicle registration number
• Date of the accident or incident
• Additional documents or photos, if requested

If you have not received a claim reference number, ask your insurer whether your claim has been registered and how you can obtain the reference.

What Do Different Car Insurance Claim Statuses Mean?

Status labels can vary between insurers. The table below explains some common labels or stages you may encounter during the claims process.

Status or stage	What it generally means	What you should do
Claim received / registered	The insurer has recorded your claim.	Keep the reference number and ask about the next steps.
Documents required	Additional information or documents are needed.	Submit the requested items promptly and keep copies.
Pending inspection / assessment	The damage or circumstances of the claim are being assessed.	Ask whether an inspection has been arranged and whether you need to take any action.
Pending approval	A decision or authorisation to proceed has not yet been finalised.	Ask when you can expect the next update.
Repairs in progress	The workshop is carrying out the relevant repair work.	Contact the workshop for a progress update and estimated completion date.
Approved / settlement in progress	The claim has been approved or is going through the settlement process, depending on the provider’s terminology.	Confirm the approved amount, any deductions and the next steps for payment or vehicle collection.
Rejected	The claim has not been approved.	Request the reason in writing and review the relevant policy terms.

These are general explanations, not standardised status labels used by every insurer. If a status is unclear, ask the provider handling your claim to explain what it means and what happens next.

What Should You Do If Your Claim Status Has Not Changed?

If you have not received an update for some time, follow up with the insurer or workshop rather than waiting indefinitely. Ask these questions:

1. What stage is my claim at? For example, is it waiting for documents, inspection, approval or repairs?
2. Do you need any additional documents or action from me?
3. When should I expect the next update?
4. Who should I contact for further follow-up?

Keep a record of the dates you called or emailed, the name of the representative if provided, and any information shared. This can help you follow up more effectively if there is another delay.

Claim processing times vary depending on the claim type, extent of damage, completeness of the documents and the insurer’s procedures. Read BJAK’s guide to the Car Insurance Claim Process to understand the steps involved and the documents you may need.

Who Handles My Claim If I Bought Insurance Through BJAK?

The insurer or takaful operator that issued your policy is responsible for assessing your claim and making a decision based on the policy terms and circumstances of the incident. Buying insurance through BJAK does not change which provider makes the claim decision.

If you are unsure which provider issued your policy, check your policy documents or contact BJAK for help locating the relevant information. You can then contact the provider directly to request a claim-status update.

For more information about car insurance and claims, visit the BJAK Car Insurance Learning Hub.

Conclusion

The most reliable way to check your car insurance claim status is to contact the insurer or takaful operator handling your claim. Check its official online portal if available, keep your claim reference number and follow up if the status remains unchanged or additional documents are required.

If you purchased your policy through BJAK and are unsure which provider issued it, BJAK can help you locate your policy documents or the provider’s contact details.