An Insurance premium is the amount you pay for an insurance policy.

A NCD is a reward scheme for policyholders who do not make any claims over the duration of the policy for the year. The rate of NCD is dependent on the class of your vehicle. For private cars, the scale of NCD can range from 25% to 55%. For motorcycles and commercial vehicles, it can range from 15% to 25%.

• Own Damage Claim

A claim towards the loss or damages sustained by your vehicle in an accident on your own policy with comprehensive coverage. Your NCD (No Claims Discount) is forfeited when you make this claim. Only covers damages specified in policy.

• Own Damage Not at Fault (OD-KFK Claim)

Like an ordinary Damage Claim, but your NCD (No Claims Discount) is not forfeited. This claim is only applicable when the accident is not your fault and you were not summoned by the police.

• Windscreen Claim

This covers the repair/replacement cost of your windscreen. Please note that the maximum amount payable for this claim is based on the actual cost incurred from the repair/replacement or the sum insured (SI).

• Theft Claim

For when your vehicle is stolen. This claim is only valid for Comprehensive policy holders or those with a Third Party, Fire and Theft motor policy.

• Third Party Property Damage Claim

If you are at fault, the other party will make a claim against your insurance company. If the other party is at fault, you can make a claim against their insurance company.

• Third Party Bodily Injury Claim

This claim covers your car against third party liabilities such as death and bodily injury to a third party, as well as losses or damages to a third party’s property caused by accidents.

You are entitled to a refund of the premium upon cancellation of your Private Hire Car endorsement on a pro-rata basis if there has been no prior claim beforehand.

Your NCD entitlement will be forfeited or drop to zero if you make an own damage claim.

• If you make an Own Damage claim, Windscreen claim, Theft claim or a third party has made a claim against your policy, your No Claims Discount (NCD) is typically reduced to zero.
• However, if you have purchased extra cover i.e. Windscreen/Tinting (Endorsement 89) or NCD relief (Endorsement 111) your NCD will either not be affected or you will be compensated an amount equal to your current entitlement shown in your policy upon renewal.
• For Theft claims, your NCD will be forfeited regardless of any additional cover purchased.
• If you are making a No-Fault Own Damage claim, you will not lose your NCD entitlement.

No, NCD entitlement can only be accorded to the policyholder.

Your policy is subject to an endorsement 15 i.e. Hire Purchase. Under the Motor Policy, the credit/leasing/hire purchase company, as the owner of the vehicle, has first right to compensation from the insurance company for loss (that is not made good by repair, reinstatement or replacement) to the insured vehicle.

We will acknowledge your claim and liaise with the relevant parties i.e. you/your driver, adjuster and the police on the investigation. Our contact details are available on our letter of request or acknowledgement for you to follow the progress of your claim. Our aim is to settle your claim as quickly and fairly as possible. However, delays may occur where we need to contact you for additional information, or where a claim is more complicated.

If you need to check on the progress of your claim do not hesitate to contact us at 1-800-88-2121.

We welcome your views on any aspect of our service and if we fail to meet your expectations, please contact us at the number given in our claim correspondence with you, or contact our Public Complaint Department at:

PACIFIC & ORIENT INSURANCE CO. BERHAD

11th floor, Wisma Bumi Raya,

No.10 Jalan Raja Laut, P.O. BOX 10953,

50730 Kuala Lumpur

• Tel: 03 – 2698 5033
• Fax: 03 – 2693 6917

Yes. You can check your claim status through our website or app.

To check your claim status through our website, click here.

To check your claim status through our app, click here.

You should contact us within 7 days of the date of accident/loss if you are not physically disabled or hospitalized following the event. If you are physically disabled or hospitalized as a result of the incident, as soon as you are physically able.

Stay calm and lodge a police report within 24 hours, as is required by law. Then, you may call our hotline (1-800-88-2121) for further assistance on the panel repairers if you are unsure of our panel repairers.

You may also note down the personal particulars of the other driver(s) e.g. name, contact number, make/model and registration numbers(s) of the other vehicle(s) involved in the accident, the name of the street/road, registration number of tow truck(s) and the Company’s name of the tow truck operators (if any), sketch a scene of the accident with the position of the vehicles involved and snap photographs on the damages of all vehicles involved (if the situation permits).

You will have to bear a fraction of the repair charges if your vehicle is more than 5 years old and new franchise parts are used (this is known as betterment). Amount of compulsory Excess imposed on the policy and Endorsement 2f excess (for private cars only) RM400.00 if at the time of the accident your vehicle was driven by a person:

• Who was not named in the policy as a driver,
• Below 21 years of age,
• Has less than 2 years of driving experience (holder of Probationary Driving License).

You will also have to bear a proportion of the repair costs if your vehicle is under-insured (i.e. the difference between the sum insured and market value is more than 10%).

If you select a workshop from our panel list, you’ll get better quality control on repairs and receive genuine replacement parts. Panel workshops also have their own tow-trucks to provide a towing service, high standards of service and a low likelihood of fraud.

For private cars, claims will not cover repairs done at non-panel workshops. Your vehicle must be sent to one of our panel workshops or an authorized Franchise for repairs and to make a claim with us. Below is a list of where of our panel workshops are located:

• Kuala Lumpur
• Selangor
• Penang
• Johor Bahru
• Melaka
• Kelantan
• Pahang
• Negeri Sembilan
• Perak
• Kedah
• Perlis
• Terengganu

For more information about our panel workshops, click here.

While similar to an Own Damage claim, this claim does not forfeit your NCD. This claim can only be made when the accident is not your fault and you have not been summoned by the police.

All comprehensive private car policyholders can make this claim.

Your entitlement for an ODN claim is that you are not at fault in the accident. The determination of fault shall be at our discretion based on the documentary evidence.

Any policyholder can make an ODN claim provided that:

• Third party vehicle is insured and identifiable.
• Third party vehicle is NOT a vehicle used for carrying of passengers for hire or rewards (e.g. taxies, public buses, etc).
• Third Party vehicle is NOT a vehicle insured by a non-Malaysian insurer.
• No bodily injury claim is involved.

You should first check your motor policy for windscreen cover. If this additional cover is included in your policy, you can claim for the replacement of your damaged windscreen without affecting your NCD. Otherwise, you will lose your NCD if you make an Own Damage claim.

After you have claimed under your windscreen cover, you are strongly advised to reinstate your windscreen cover as it is a one-time only claim. Please refer to our Motor Claims section for more details.

A theft claim may take around 6 or more months to process depending on the complexity of the investigation. However, in most cases, claims are settled as soon as the investigation is finalised without any irregularities.

If your vehicle has been recovered, do NOT take possession of your vehicle from any authority/party unless authorized by the police and immediately notify us or our agent. This is so we can make proper arrangements to conduct an independent survey of your vehicle and/or to take possession of your recovered vehicle.

If you are at fault, the other party will make a claim against your insurance company. If the other party is at fault, you can make a claim against his/her insurance company.

If you are not at fault and wish to claim against the other party, you should file a police report within 24 hours. Then, send your car for repairs and file a claim against the other insurance company. You will have to pay for the cost of repair in advance and make a third party property damage claim after.

Yes, but it must be from a licensed car rental company. Please submit the receipt and rental agreement to claim your expenses.

The basic documentary requirements that must be submitted within a reasonable time are as follows:

Own Damage

• Your claim form duly completed. You are advised to check that the information provided is accurate.
• An original certified copy of the police report.
• A copy of the NRIC of the insured person and driver at the material time of the accident.
• A copy of driving license of the driver at the time of the accident.
• A copy of the vehicle registration card/Certification of Ownership issued by JPJ.
• Detailed estimated repair costs of your own vehicle. The appointed repairer will be able to provide you with this.
• A copy of your Hire Purchase Agreement if applicable and on record.
• Your vehicle permit (for commercial vehicles).
• A Goods Driving License (GDL) or Public Services license (PSV) for commercial vehicles.
• A copy of the business registration certificate - applicable for company registered vehicles.

We may ask for more documents as the claim progresses.

Own Damage- Not at Fault (OD-KFK)

• Your claim form duly completed. You are advised to check that the information provided is accurate.
• An original certified copy of the police report.
• A copy of the NRIC of the insured person and driver at the time of the accident.
• A copy of driving license of the driver at the material time of the accident.
• A copy of the vehicle registration card/Certification of Ownership issued by JPJ.
• Detailed estimated repair costs of your own vehicle. The appointed repairer will be able to provide you with this.
• A copy of your Hire Purchase Agreement if applicable and on record.
• Your vehicle permit (for commercial vehicles).
• A Goods Driving License (GDL) or Public Services license (PSV) for commercial vehicles.
• A copy of the business registration certificate - applicable for company registered vehicles.
• The result of the police investigation - as evidence that the other party is at fault.
• Police sketch plan and key.
• Details of the insurer of the other party.
• A copy of the other parties’ police report.
• A signed declaration that you agree to forfeit your No Claim Bonus in the event your claim does not qualify for an OD-KFK claim.

Windscreen Claim

• A completed claim form that will be provided during your claim notification to us.
• An original certified copy of the police report (if it is not replaced/repair at our panel workshop).
• A copy of the NRIC of the insured person and driver at the time of the accident.
• A copy of the driving license of the driver at the material time of the accident.
• A copy of the vehicle registration card/Certification of Ownership issued by JPJ.
• Your Repair Bill/Tax Invoice.

Theft

• Your claim form duly completed. You are advised to check that the information provided is accurate.
• An original certified copy of the police report.
• A copy of the NRIC of the insured person and the driver/rider at the material time of the loss.
• A copy of the driving license of the driver/rider at the time of the loss.
• A copy of the vehicle registration card/Certification of Ownership issued by JPJ.
• A copy of the Hire Purchase Agreement – if it is on record.
• The vehicle permit (for commercial vehicles).
• A Goods Driving License (GDL) or Public Services license (PSV) for commercial vehicles.
• A copy of the business registration certificate - applicable for company registered vehicles.
• A copy of the AP permit – for imported / reconditioned imported vehicles.

We may ask for more documents as the claim progresses.

Third Party Property Damage (TPPD)

• The cover/demand letter with details of the claim amount.
• An original certified copy of the police report of the insured and all third parties involved in the accident.
• The results of the police investigation and sketch plan.
• Photos of the accident scene and police photographs.
• A copy of the NRIC of the insured person and the driver at the time of the accident.
• A copy of the driving license of the driver at the material time of the accident.
• A copy of the Vehicle registration card/Certification of Ownership issued by JPJ.
•  A copy of third party’s insurance policy.
• The adjuster’s report.
• Detailed estimated repair costs of your vehicle. The appointed repairer will be able to provide you with this.
• Car rental agreement from a registered company for LOU claim.

We may ask for more documents as the claim progresses.

Yes, you can make more than one claim in the same year.

You will have to file an Own Damage claim initially against your own policy as you have not fulfilled the criteria of an ODN claim. The determination of fault is made at our discretion and based on documentary evidence. As such, if you can substantiate your claim with documentary evidence later, we will consider your claim as an ODN claim and allow the NCD.

Otherwise, your NCD will remain forfeited as the claim falls under an Own Damage claim.

If your claim has been denied, you are entitled to an explanation by your insurance company. Should you find grounds to appeal this decision, you can try submitting additional documents to support your case.

Otherwise, you can take the following steps:

• Step 1: You may appeal to our claims management, including relevant information with the supporting document(s), for review.
• Step 2: You may refer your dispute to an independent dispute resolution channel as follows:

If your claim amount is within RM250,000.00, you can write to the Ombudsman for Financial Services (OFS) within six months from the date of our decision.

For claims exceeding the monetary limit mentioned above, you may write to Bank Negara Malaysia Telelink at the following email address: bnmtelelink@bnm.gov.my or at the following address:

Laman Informasi Nasihat dan Khidmat (LINK)

Bank Negara Malaysia

P.O. Box 10922

50929 Kuala Lumpur

Tel: 1-300-88-5465 (1-300-88-LINK)

Yes, you do. If the driver is not listed in the policy and you need to make a claim, you may not be covered by the policy or you may be subject Endorsement 2f (age excess or an unnamed driver excess).