1800-88-3833

KURNIA CLAIMS CENTRE

Everything You Ever Needed to Know About Making a Claim

How To Claim Insurance

 

Need to make a claim but don’t know what to do? Find all your answers, right here. Start with some tips on what to do in case of an accident, then browse through other useful information, all presented in an easy-to-use manner, which will make your claim process smoother, more convenient and less stressful.

Our Hotline

At Kurnia Insurans, we want to be there to support you when you most need it. If an accident happens, call this number immediately:

Kurnia Auto Assist (24-Hour Toll Free) - 1800 88 3833. We will dispatch a tow truck to you and assist in your insurance claim.

 

For even faster and more convenient assistance, download our Kurnia One Touch Mobile App for FREE!

Frequently Asked Questions

  • Claim Forms

    To process your claim, you will need to a claim form that can be obtained from:

    • Our Head Office Claims Service Counter
    • Our Branches
    • Our Panel Workshops
    • Our Agents

    Alternatively, you can fax us a request at: 03-7874 8567 (Fax only)

    Please provide the following information in your fax:

    • Vehicle Number
    • Accident Date
    • Policy / Cover Note Number
    • Place of Accident
    • Type of Claims (Own Damage / Theft / Windscreen / Notification only)
    • Policyholder’s Current Address & Contact Number
    • Fax Number

    We will proceed to fax a Claim Form to you.

  • Handling an Accident

    Let’s face it; accidents happen, no matter how good a driver you are. So it’s best to equip yourself with knowledge on how to keep on top of the situation in the event of a collision or crash.

     

    Step 1: Get Off the Road

     

    Park your vehicle in a safe and visible place to avoid causing additional accidents. Turn on your hazard lights to warn oncoming traffic. Also, be aware of your surroundings and make sure all your belongings are intact.

     

    Step 2: Check Injuries

     

    Quickly attend to injuries. If there are any serious injuries or casualties involved, call an ambulance and the police immediately. REMEMBER THESE NUMBERS: 999 or 112 from a mobile telephone

     

    Step 3: Keep Calm & Avoid Conflict

     

    Don’t react angrily or violently, regardless the situation. Keep calm and note these details:

    • Vehicle Registration Number
    • Driver’s Particulars (Name, Address, Contact Number)
    • Precise time, date and place of accident
    • The Insurer’s name(s) and insurance policy number(s) of the vehicles, where possible
    • Details of witnesses and/or injured persons, if any (Name, Address, Contact Number)

     

    Step 4: Be Cordial but Firm

     

    Don’t commit to any liability or settlement, no matter how insistent the other party is.

     

    Step 5: Make a Police Report

     

    This is important. Drive or tow your vehicle to the nearest police station and lodge a report within 24 hours. THIS IS REQUIRED BY LAW.

     

    Step 6: Towing & Repairs

     

    Call Kurnia Auto Assist 24-Hour Toll-Free Hotline at 1800 88 3833 for assistance to have your vehicle towed to a panel workshop.

     

    Step 7: Let Your Insurer Know

     

    Complete the Claim / Notification Form and submit it to your Insurer as soon as possible for protection against liability resulting from the accident, even if you don’t make a claim. Enclose these documents with your form:

    • Police Report (Original or Certified True Copy)
    • Insurance Policy or Cover Note
    • Vehicle Registration Card
    • Road Tax Disc
    • Identity Card & Driving Licence of Vehicle Owner
    • Identity Card & Driving Licence of Driver (if not the Vehicle Owner)
    • Any correspondence you may receive from 3rd Party
  • Motor Insurance: Types of Claims

    In general there are four types of claims:

    • Own Damage Claims / Notification
    • No-Fault Own Damage Claims
    • Windscreen Damage Claims
    • Theft Claims

    If you’re ensured under Kurnia Insurance, you may also choose to make a claim using Kurnia Express, the faster, more convenient way for immediate settlement. Find out more about it here.

    For any and all claims, please remember these numbers:

    • Kurnia Auto Assist (24-hour Toll Free) 1800 88 3833
    • Kurnia Claim Form (via Fax) 1800 88 6333
  • Motor Insurance: Own Damage Claim

    What:

     

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

     

    Who:

     

    Only valid for comprehensive motor insurance policyholders.

     

    How:

     

    1. Report accident to the police within 24 hours as required by law.

    2. Send your vehicle to an authorised workshop. Kurnia Insurans policyholders can use the Panel Workshop Locator to find a workshop or call Kurnia Auto Assist at 1800 88 3833 for assistance.

    3. Collect the claim form from your insurance company, complete and sign it, then submit together with these documents within 14 days.

     

    Document Checklist

    • Original Police Report
    • Repairer’s Estimated Cost of Repairs
    • Copies of:

    i. Insurance Policy / Cover Note

    ii. Vehicle Registration Card

    iii. Road Tax Disc

    iv. Identity Card & Driving Licence of Vehicle Owner

    v. Identity Card & Driving Licence of Driver (if not the Vehicle Owner)

    vi. Hire Purchase Agreement (if applicable)

     

    4. Ensure you submit your claim with full documentation to the Kurnia Head Office or any Branch Office for faster processing.

    5. Please provide your handphone number during claims notification in order to receive alerts on the status of your Own Damage Claim.

     

    Additional Note:

     

    If you don’t intend to make a claim, or are making a 3rd Party claim against another insurer, you must notify your Insurer for protection against liability resulting from the accident. This is a requirement in your policy terms and conditions. The process for doing this Notification is the same as for the Own Damage Claim, except you don’t need to obtain a repairer’s estimate.

    To facilitate faster and more convenient claims, please remember these numbers:

    • Kurnia Auto Assist (24-hour Toll Free) 1800 88 3833
    • Kurnia Claim Form (via Fax) 1800 88 6333
  • Motor Insurance: No-Fault Own Damage Claim

    What:

     

    Same as an Own Damage Claim, except your NCD (No Claims Discount) is NOT forfeited. This claim is applicable when it is deemed that an accident is not your fault. Only cover damages to your vehicle, excluding compensations such as loss of use.

     

    Who:

     

    Only valid for comprehensive motor insurance policyholders.

     

    How:

     

    Follow the procedure as outlined for Own Damage Claim, but include the following documents:

    • Signed Declaration Letter (for No-Fault Accident)
    • 3rd Party’s Police Report
    • Police Compound / Findings
    • Police Sketch Plan & Keys (if any)

     

    To facilitate faster and for more convenient claims, please remember these numbers:

     

    • Kurnia Auto Assist (24-hour Toll Free) 1800 88 3833
    • Kurnia Claim Form (via Fax) 1800 88 6333
  • Motor Insurance: Windscreen Claim

    What:

     

    A claim made for damages to your vehicle’s windscreen under events covered by your Insurer.

     

    There are two types of Windscreen Claims:

    1. Replacement: Complete replacement of windscreen. Only ONE windscreen claim may be made throughout the period of your policy unless you reinstate the windscreen cover with an additional premium.
    2. Repair: A claim for repairs. The claimed amount will be deducted from the Sum Insured for the windscreen. You can choose to reinstate the amount by paying an additional premium, or maintain the balance after the claim.

     

    Who:

     

    Only valid for comprehensive motor insurance policyholders with a windscreen cover extension.

     

    How:

     

    1. Collect a Claim form from any Kurnia Insurans branch office or panel workshops. As a Kurnia Insurans policyholder, you can also call Kurnia Auto Assist at 1800 88 3833 for assistance.

    2. Complete and sign the Claim Form and submit together with the following documents within 14 days:

     

    Document Checklist

     

    a. Original Police Report and / or Photos of Damaged Windscreen (See Section A Below)

     

    b. Copies of:

    i. Insurance Policy / Cover Note

    ii. Vehicle Registration Card

    iii. Road Tax Disc

    iv. Identity Card & Driving Licence of Vehicle Owner

    v. Identity Card & Driving Licence of Driver (if not the Vehicle Owner)

    vi. Photos of Repaired Windscreen (See Section B Below)

    vii. Cash Bill / Receipt

     

    Windscreen Photo Quick Guide

     

    Section A: Photos Before Repair

     

    1. Shattered Windscreen

    • For claims made to our Branch Office, you will need 1) a police report and 2) police photos, or photos of the damaged windscreen before repair, which MUST be taken at the branch
    • For claims made through our panel workshop, no police report is required, but the panel workshop must submit photos of the damaged windscreen BEFORE it is repaired.

     

    2. Other Damages (Cracked, Chipped, Scratched, Etc.)

    • For claims made to our Branch Office, photos of the damaged windscreen BEFORE it is repaired must be taken at the branch. No police report is required.
    • For claims made through our panel workshop, no police report is required, but the panel workshop must submit photos of the damaged windscreen BEFORE it is repaired.

     

    Section B: After Repair

     

    All photos of a windscreen AFTER it is repaired MUST be take at our branch office except for claims handled by panel workshops.

     

    To facilitate faster and more convenient claims, please remember these number:

     

    • Kurnia Auto Assist (24-hour Toll Free) 1800 88 3833
  • Motor Insurance: Theft Claim

    What:

     

    A claim made if your vehicle is stolen / lost.

     

    Who:

     

    Only valid for comprehensive motor insurance policyholders or those with a 3rd part fire and theft motor insurance policy.

     

    How:

     

    1. Make a police report within 24 hours as required by law. Please obtain a copy of the report.

    2. Collect the claim form from your insurance company, complete and sign the Claim Form, and submit together with the following documents within 14 days:

     

    Document Checklist

     

    a. Original Police Report

     

    b. Copies of:

    i. Insurance Policy / Cover Note

    ii. Vehicle Registration Card

    iii. Road Tax Disc

    iv. Identity Card & Driving Licence of Vehicle Owner

    v. Identity Card & Driving Licence of Driver (if not the Vehicle Owner)

    vi. Hire Purchase Agreement (if applicable)

     

    3. As a Kurnia policyholder, you will be interviewed for a statement on the theft incident.

    4. Should your vehicle be recovered, notify us immediately for damage survey by our appointed adjusters before removal from police custody.

    5. Please note that your NCD is forfeited when a theft claim is made.

     

    To facilitate faster and more convenient claims, please remember these number:

    • Kurnia Auto Assist (24-hour Toll Free) 1800 88 3833
  • Medical Claims Made Easy

    Here’s a quick and easy guide to Kurnia Medical Insurance admissions and claims.

     

    For Admissions

     

    1. Call the 24-Hour Kurnia Call Centre for the location of the nearest Kurnia Panel Hospitals. Remember this number: 03-7876 9988
    2. Present your Medical Card at the Admissions Counter.
    3. If the policy is in force and the condition is covered, a Guaranteed Letter will be sent. If not, a Letter of Decline will be issued.
    4. If successful, you may be required to pay a deposit, based on hospital requirements, before admission.
    5. For discharge processing, the Panel Hospital will prepare the Discharge Documentation to be processed by the Kurnia Medical Insurance Department. A Payment Advice will be produced.
    6. You will be discharged upon settling incidentals or non-covered expenses.

     

    For Reimbursement Claims

     

    1. If you choose to be admitted to a non-Kurnia Panel Hospital under Reimbursement Claims Procedures, you will need to send us a written notification within 30 days of admission.
    2. Complete Claims Documentation must be submitted within 30 days from the discharge date, consisting of:
    3. Original Itemised Bills & Receipts
    4. Complete Claim Form
    5. Completed Physician’s Medical Report
    6. Other Relevant Claims Documents
    7. For covered conditions, an offer letter and discharge voucher will be issued on the amount payable. When the signed discharge voucher is received, Kurnia will issue claims payment.
  • General Claims FAQ: No Claims Discount

    What is NCD?

     

    Short for No Claims Discount, it is a discount you get when you renew your motor insurance if you make no claims for a continuous coverage period of 12 months. The discount rate is fixed as per the Persatuan Insurans Am Malaysia (PIAM) Motor Tariff.

     

    • Period of Insurance: After Year 1 - Discount Rate: 25%
    • Period of Insurance: After Year 2 - Discount Rate: 30%
    • Period of Insurance: After Year 3 - Discount Rate: 38.33%
    • Period of Insurance: After Year 4 - Discount Rate: 45%
    • Period of Insurance: After Year 5 / Subsequent Years - Discount Rate: 55%

     

    Will I have NCD for a first time vehicle purchase?

     

    No. Only when you renew your motor insurance policy after at least one claims-free year will you receive your first 25% NCD off your renewal premium.

     

    Can I transfer my NCD from one vehicle to another?

     

    Yes! This happens when you sell your old vehicle and want to transfer your NCD to the vehicle you are buying. If you don’t do this transfer, your NCD entitlement level will drop one level each year. For example if your NCD entitlement is 55% this year, it will drop to 45% next, and so on until it reaches zero. So make sure you transfer your NCD!

     

    What can cause the NCD to be forfeited?

     

    If any claims are made or arise (except for windscreen and No-Fault Own Damage claims) on your policy, your NCD for the vehicle is forfeited. You will have to start all over again in a new cycle.

  • General Claims FAQ: Excess

    What is excess?

     

    This refers to the amount that you are responsible for paying according to the terms and conditions of your policy, in respect to each claim payable. This includes the cost and expenditure incurred by the insurance company to conduct, defend and settle any claim for the loss or damage of your vehicle, as well as damage to 3rd party property resulting from the use of your vehicle. For instance, if the excess stated on your policy is RM200, and the total claim amount is RM1,500, your insurer will pay RM1,300 while you pay the remaining RM200.

     

    What is Compulsory Excess (2F Endorsement) and how does it apply?

     

    For a Private Car Motor Policy, you are responsible for a compulsory excess of RM400 for each claim, in addition to the excess stated in the Schedule (if any) if your vehicle is being driven by any of these persons authorised by you:

     

    • Any authorised person not named in the Schedule
    • Any authorised person under 21 years of age
    • Any authorised person who is the holder of a driving licence with less than 2 years’ driving experience
    • Any person named in the policy Schedule who is less than the age of 21 years and/or the holder of a provisional (L) driving licence and/or the holder of a Full Driving licence for less than 2 years
  • General Claims FAQ: Under Insured

    How much should I insure my vehicle for?

     

    You should insure your vehicle based on the market value of your vehicle at the time of renewal or the commencement of your motor policy. This value is also called the Sum Insured of your vehicle in your motor policy.

     

    My insurer told me that my claim would be paid based on the Average Clause because my car is under insured, even though I have a comprehensive motor policy. What is this Average Clause, and why was I not advised about it when I insured my car?

     

    The Average Clause is applied whenever your vehicle is insured for a sum less than its market value at the time of any loss or damage. You will need to bear the difference proportion of the loss when the market value of your vehicle at the time of loss exceeds the insured value by 10%. It is your responsibility to find out the actual and current value of your vehicle before insuring it, but we advise you to speak to your agent for assistance when it comes to market valuation.

  • General Claims FAQ: Betterment

    What is betterment, and why is it applied to my claim when I am entitled to full compensation?

     

    Betterment is a scale (%) imposed on a vehicle aged above 5 years when new franchise parts are used during an accident repair that was paid by the insurance company. You will need to bear the betterment charges because your old damaged parts were replaced with new franchise parts; this is due to the fact that the motor insurance policy only indemnifies your vehicle in the condition just before the accident. Betterment is applied at the discretion of the insurance companies based on the Scale of Betterment approved by Bank Negara Malaysia.

  • General Claims FAQ: Windscreen Claims

    My car’s windscreen section was damaged. How do I make a windscreen claim?

     

    Firstly, check your motor policy to see if you have purchased a separate windscreen damage cover. If it is, you can claim for repair or replacement without affecting your NCD. Please refer to our Motor Insurance Claims Made Easy – Windscreen Claims section for more information.

  • General Claims FAQ: Kurnia Express

    Please read the Kurnia Express page for complete information on this one-of-a-kind service. Click here to find out more.

  • General Claims FAQ: Own Damage Claims

    My car was involved in an accident. What type of claim should I make?

     

    This depends on your motor insurance coverage. You can make an Own Damage claim for damages to your vehicle only if you have a comprehensive motor insurance policy. Your NCD will be forfeited if you do this.

     

    3rd party coverage does not cover the damage to your vehicle. It is only limited to the legal liability to 3rd parties involving death, bodily injury and/or loss or damage to property. However, if the accident is not your fault, you can make a 3rd party claim against the insurer of the other party’s vehicle.

     

    For comprehensive policies, you can also make a No-Fault Own Damage claim directly with your insurer, where your NCD will not be forfeited. Find out more at Motor Insurance Claims Made Easy – No-Fault Own Damage Claims

     

    How do I make an Own Damage Claim?

     

    See Motor Insurance Claims Made Easy – Own Damage Claims for details.

     

    Do I have to repair my car in a workshop approved by Kurnia?

     

    Yes. You can use our Panel Workshop Locator or call Kurnia Auto Assist at 1800 88 3833 for assistance.

     

    If I’m surrounded by several tow truck operators at an accident scene, why should I choose? Where should I tow my car?

     

    You should choose any tow truck operator affiliated to only Kurnia’s Panel Workshops. For your peace of mind, call Kurnia Auto Assist at 1800 88 3833 and we will dispatch a tow truck from the nearest Panel Workshop. Your car will be towed to the nearest Police Station first to make a police report where photos of your vehicle will be taken. Your vehicle will then be towed to the workshop for repairs.

     

    My car sustained minor damages in an accident and can still be driven. Can I repair the car on my own and claim for the repairs?

     

    Yes, you can, by using the Kurnia Express claim settlement service. Click here to read more about Kurnia Express.

     

    What happens after I have submitted the claim form and all the supporting documents for my Own Damage claim?

     

    Firstly, our claims department will assign an adjuster or loss surveyor to assess damage to your vehicle in order to prepare the Adjuster report. Your claim will then be processed if everything is in order. An approval letter stating the amount offered for the claim and a discharge voucher will be prepared for you to collect. The workshop will proceed with repairs when it receives the copy of the offer letter signed by you. Payment for the repairs will be handled between Kurnia and the workshop. You will have to bear any charges not covered by the claim, then sign the discharge voucher when collecting your vehicle from the workshop.

     

    What is a Knock for Knock (KFK) claim?

     

    This is a claim made by you against a 3rd party insurer for the cost of repairs in the event of an accident that happens in accordance with a KFK agreement.

     

    I was involved in a chain collision with four cars (show illustration). Who should I claim damages from?

     

    Based on Bank Negara guidelines effective from 3rd January 2000, for chain collisions involving 3 or more vehicles, the vehicle behind will be responsible for the damage to the vehicle immediately in front. So Car 4 pays for Car 3, Car 3 for Car 2, and so on.

     

    If the collision of your vehicle and to the vehicle immediately in front is caused by the impact of the vehicle behind you, then the 3rd Party claim against you by the vehicle in front will not affect your NCD. This is not applicable if the collision involves:

     

    • Parked vehicles
    • Situations where the front vehicle makes a U turn
    • Vehicles not travelling in the same direction; or
    • Foreign registered vehicles

     

    What is No-Fault Own Damage (ODN) claim and the advantages to policyholders?

     

    You can make a No-Fault Own Damage claim for damages to your vehicle IF THE ACCIDENT IS NOT YOUR FAULT against your insurer instead of to the insurer of the other party’s vehicle. In this case, your NCD will not be forfeited. You will also enjoy faster claims settlement by dealing directly with your insurer.

     

    What is the difference between Knock for Knock (KFK) and No-Fault Own Damage (ODN) claims?

     

    KFK is a claim made by you against a 3rd party insurer for the cost of repairs, while ODN allows you to claim cost of repairs from your own comprehensive policy without affecting your NCD.

     

    How do I make an ODN Claim?

     

    Please see Motor Insurance Claims Made Easy – No-Fault Own Damage Claims for more information.

     

    Can I make an ODN claim if my car was knocked by an unknown vehicle while being parked in a car park?

     

    No, because you don’t know the insurer of the 3rd party vehicle nor its registration number.

     

    Can I make an ODN claim if I’m driving or the other party is driving a taxi, bus or a hire & reward vehicle?

     

    No, these vehicles are not covered within the scope for ODN claims.