Who is responsible for my insurance: BJAK or the insurer?

Before purchase

• Retrieves quotes from participating insurers and takaful operators
• Displays coverage options side by side for comparison
• Provides product information and documents from the providers
• Facilitates payment

After purchase

• Transmits your details to the insurer or takaful operator you selected
• Delivers your policy documents
• Handles road tax processing where applicable
• Provides administrative support and servicing requests
• Routes and escalates issues to the provider where needed

The insurer or takaful operator you select is the legal underwriter of your cover. That means it:

• Assesses risk and decides whether to offer you cover
• Sets the policy terms, conditions and exclusions
• Holds the legal liability for your coverage
• Issues the policy schedule or takaful certificate
• Assesses claims and decides the outcome
• Pays approved claims

Before you pay, the quotation and policy documentation are issued by BJAK, as an Approved Financial Adviser and Approved Islamic Financial Adviser under Bank Negara Malaysia. This is what you review, compare and pay against.

After you pay, the e-policy or e-cover note confirming your cover is issued by the insurer or takaful operator that underwrites it. BJAK delivers it to you but does not create it.

The insurer or takaful operator

• Inspects the damage and assesses the loss
• Authorises panel workshops
• Decides whether to approve or reject the claim
• Pays approved claims

BJAK

• Provides claims support and guidance
• Routes you to the correct claims channel
• Provides emergency roadside assistance where applicable
• Escalates to the provider where a case is stuck

Reference: BJAK FAQ - who can I contact for assistance?