Motor Claims
MSIG is committed to providing our customers with a fair, transparent and timely experience with regards to Motor Claims.
1) CLAIM SUBMISSION MADE EASY
You can submit Motor Claims through any of the channels listed below:
2) FAIR, TIMELY & TRANSPARENT CLAIMS SETTLEMENT PROCESS
We are committed to settle justified and legitimate claims fairly and promptly. The following are our promised claims service delivery:
|
MOTOR CUSTOMER SERVICE CHARTER |
|
|
OUR PROMISE |
|
|
1. Acknowledgement of notification of claims & claims registration |
Within 3 working days from first notification of claims |
|
2. Appointment of a registered adjuster and/or assignment of our in-house assessor |
Within 5 working days from the date of receipt of all completed and relevant documents |
|
3. Reminder for incomplete or additional information |
Within 7 working days from the date of our first request |
|
4. Completion of claims assessment and issuance of the final assessment report(s) by registered adjuster and/or in-house assessor |
i) Within 10 working days from the date of receipt of all completed and relevant documents* ii) Within 45 working days from the date of notification for theft claims |
|
5. Supplementary claims for reinspection (where applicable) |
Within 5 working days from the date of receipt of a supplementary claim request from claimant or the authorized/approved repairer |
|
6. Approval of claims and/or Offer letter and/or Rejection letter |
i) Within 5 working days from the date of receipt of the final assessment report or supplementary claims* ii) Within 60 working days from the date of notification for theft claims |
|
7. Commencement of vehicle repair by repairer |
Within 15 working days from the date of approval and/or offer letter of the claims |
|
8. Payment of claim |
Within 7 working days from the date of receipt of the acceptance of offer / signed Discharge Voucher and prerequisite documents |
|
9. Status Updates for claims under investigations |
Within 21 working days from the date of first notification and at regular interval thereafter |
|
10. Acknowledgement of complaints and feedback |
Within 1 working day for acknowledgement and written response within 5 working days |
*Applicable to Motor Own Damage including Motor Own damage Knock -for-Knock Claims, Windscreen and Motor Add-on claims
3) CUSTOMER FEEDBACK MANAGEMENT
Please tell us how well we have served you or how we can serve you better. Our dedicated Customer Service Team will review your feedback and bring it to a satisfactory conclusion. You can view our feedback management procedure here.
Call us at 1-800-88-MSIG(6744), or
Email us at myMSIG@my.msig-asia.com
Notice of Avenue of Appeal
Any person who is not satisfied with the claims settlement or repudiation of the insurer can refer to the Financial Markets Ombudsman Service (FMOS) (formerly known as Ombudsman for Financial Services (OFS)) as the next level of escalation; if the final decision of the insurer was made within six (6) months and the claim amount is up to RM250,000.00.
If the claim decision was made more than six (6) months from the final decision of the insurer and/or the claim amount is above RM250,000.00, please refer to Jabatan LINK & Pejabat Wilayah, BNMLINK of Bank Negara Malaysia (BNM).
Anti-Fraud Statement
MSIG is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in its effort to reduce possibilities which could lead to fraud. Our approach to fraud control is focused on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.
Personal Information
MSIG has in place a Privacy Policy which will ensure the safety and security of the usage of clients’ information. The Privacy Policy has strong security measures, responsible privacy standards, safe operations of its delivery channel for data transmission between the insured and the insurer and strict guidelines on the usage of clients’ information by its employees.
