Why is my order waiting for insurer approval or a car inspection?
Some orders need the insurer or takaful operator to review them by hand, or to see the car, before it will issue cover. BJAK cannot issue the policy until that review is done. Your part is to send what is asked for quickly and accurately.
- The insurer decides. Final approval and issuance of your policy sit with the insurer or takaful operator, not BJAK.
- Reviews are normal. Some vehicles, cover choices or customer details need manual approval.
- Photos may be needed. Some insurers ask for vehicle or odometer photos before issuing cover.
- You are not covered yet. Cover starts only on the effective date in the policy or cover note.
Why your order may need insurer review
Details that do not match records
The registered owner's identity, vehicle number and vehicle details must match the relevant records. A mismatch may need a manual check or supporting documents.
NCD that cannot be confirmed
Your No Claim Discount (NCD) may need checking against existing records. If it cannot be confirmed, the premium or order may need updating. You can check it with the BJAK NCD checker.
An older car
BJAK's guide notes some insurers may require an inspection before offering comprehensive cover for older cars, and some may decline very old cars. See renewing insurance for old cars.
Modifications and accessories
Insurers may adjust the price, ask for extra cover or decline certain modifications. Read about car accessories and modifications.
Cover that has lapsed
If your previous cover has expired, some insurers and takaful operators ask for extra checks. For example, one takaful operator uses a lapsed certificate declaration form that records a physical inspection and photos of the car.
Other vehicle or cover choices
Some applications may require additional assessment by the insurer before a quote or policy can be issued. This may happen for vehicles with unusual specifications, modifications, high insured values or certain claims histories. The insurer may request additional information or documents before deciding whether to offer coverage.
What a car inspection can involve
Requirements differ by insurer. These are the kinds of checks seen in BJAK's process and in insurer forms.
| Check | What it usually means | Source |
|---|---|---|
| Vehicle photos | Clear photos of the car, uploaded and reviewed before the order completes | BJAK Trust Centre |
| Odometer photo | A photo of the mileage reading | BJAK Trust Centre |
| Physical inspection | The insurer's staff or agent checks the car in person | Insurer forms |
| Vehicle identity | Registration, engine and chassis numbers are matched to the car | Insurer forms |
| Condition declaration | You declare the car is in good, running condition | Insurer forms |
Good to know
An insurer inspection is not the same as a PUSPAKOM inspection. PUSPAKOM is needed for roadtax only if roadtax expired more than a year ago or the car's structure changed. See is PUSPAKOM inspection required to renew roadtax.
What you should do
Check your order status and messages
BJAK sends requests to the email and WhatsApp linked to your order.
Send clear photos and documents
Make sure they match the vehicle and the registered owner, or the review may need to be repeated.
Be honest about the car
Declare modifications and answer the insurer's questions fully, as undeclared details can affect claims.
Wait for the insurer's approval
Insurer reviews usually take around 1 to 2 working days. Once approved, your cover note will be issued.
Do not drive without valid cover
If your old policy has expired, you are not covered until your new cover note is issued.
Contact BJAK if there are no updates
Call 03-9213 1717 or WhatsApp +6016-699 9129, available 24 hours. See Contact BJAK.
If the insurer does not approve
BJAK explains which part cannot be completed and whether another provider or option is available. If a refund applies, BJAK arranges it with no refund processing fee for an unsuccessful order. See what happens if my order cannot proceed and how long a refund takes.
Frequently asked questions
No. BJAK can follow up, but the insurer or takaful operator controls final approval and issuance.
No. Payment does not start cover. See does payment mean my policy is already active.
Each insurer sets its own rules on which cars it reviews or inspects, so requirements can differ for the same car.
Yes. Roadtax renewal needs active insurance first. See what can delay roadtax renewal.
Help your order move faster
Quick, clear replies to the insurer's requests are the best way to avoid long waits. More answers are in the Trust Centre under Delays and unsuccessful orders.
- Last reviewed:
- 11 Nov 2026
- Reviewed by:
- Operations, Finance
- Next review:
- 1 Jan 2027