[COVID-19] Frequently Asked Questions | Kurnia Insurance

[COVID-19] Frequently Asked Questions

General FAQ

What is AmGeneral doing to ensure customer service levels and claims processing for customers are not impacted by Covid-19?

AmGeneral is prepared to manage the current Covid-19 situation with our proven business continuity plans and protocols to support our customers.      
 

How will AmGeneral keep the customers updated?

We will continue to leverage on our email communications and our brand websites to keep the customers informed and updated. For any enquiries, please get in touch with our Contact Centre representatives at 1800 88 6333, from 8:45am - 5:45pm, Mon – Thurs and 8:45am - 4:45pm, Fri.
 

Would the customers be able to visit AmGeneral branches for any insurance related matters? 

During this Movement Control Order (MCO) period, our business hours will be changed to the following:

Head Office

  • Office Hours: 8.45am – 3.00pm

Branch Office

  • Office Hours: 9.00am – 1.00pm except for Temerloh branch (9.00am - 11.00am)

East Malaysia 

  • Office Hours: 8.30am – 2.45pm

Kurnia Claims Centre

  • Office Hours: 8.45am – 3.00pm

 

All Contact Centres

  • Office Hours: 8.45am – 5.45pm

- Kurnia Contact Centre

- Claims Help Desk

- Call Centre Enquires

Kurnia Auto Assist – 24 Hours 

Motor FAQ

What is the claim commitment about and how does it work?

AmGeneral understands that our customers may face difficulties in renewing road tax or driving license during the Movement Control Order (MCO) period. AmGeneral would like to assure all its customers that all Motor insurance claims will be honoured as long as the insurance policy is valid, even though the customer has not been able to renew their road tax and/or driving license.

Is there any additional fee, charges or excess for this?

No. As Malaysia's Most Trusted Insurer, we are committed to delivering the best service and experience to all our customers. 

Does this apply for all Motor insurance cover? 

Yes. This applies to all Motor insurance covers underwritten by AmGeneral Insurance Berhad

Is it a requirement to renew my Motor insurance during MCO period?

With reference to the media statement dated 24 March 2020 issued by the Ministry of Transportation (MOT), you are allowed to drive during the MCO period even if your road tax and/or driving license is expired, provided that:

  • You have a valid Motor insurance cover; and
  • You renew the expired road tax/ driving license within 30 days after the MCO is lifted.

Under the flexibility granted by MOT, it is advisable to keep a copy of e-cover note to ensure it is available for inspection upon request. Please refer to MOT for the latest development and announcement.

Would the customers be able to contact the Kurnia Auto Assist for breakdown assistance during this period? 

Yes, our Kurnia Auto Assist 24-Hour Toll-Free number 1800 88 3833 would be available 24 hours to render assistance.

What should the customer do if they are involved in an accident or breakdown during the MCO period?

At AmGeneral, we want to be there to support the customers when they need it the most. If an accident happens, call Kurnia Auto Assist 24-Hour Toll Free number 1800 88 3833. We will dispatch a tow truck and assist in the customer’s insurance claim and towing.

NON MOTOR, MEDICAL, TRAVEL & PERSONAL ACCIDENT FAQ

What is the complimentary Kurnia Travel Supreme (KTS) extension about and how does it work?

We understand the Covid-19 health crisis and the MCO may have disrupted the customer’s travel plans. We want to extend 3 months of complimentary coverage for all annual Kurnia Travel Supreme (KTS) policies to ensure that the customers are covered and ready to travel when the situation improves. 

The 3-months extension is completely free-of-charge and is processed automatically as long as the customers have an active annual KTS policy with AmGeneral as at 24 March 2020.

Is there any additional fee or charges for this?

The 3-month extension is provided absolutely free-of-charge.

How do the customers sign up for this? Do they have to apply or opt-in?

No application is needed. The 3-months extension is processed automatically as long as the customers have an active annual KTS policy with AmGeneral as at 24 March 2020.

COVID-19 INSURED BENEFITS FAQ

What is this about and how does it work?

AmGeneral is pledging up to RM1,000,000 in helping our affected policyholders in the event anything unfortunate happens. 

In the event of the policyholder’s unlikely demise due to Covid-19, a lump sum payment of RM2,500 will be paid to his/her next-of-kin as bereavement benefit as long as:

  • The policyholder is a Malaysian;
  • Policy effective date is in the year 2020; and
  • Policy is active at the time of demise.

In other words, all existing customers and any new customers who join us on or before 31 December 2020 are eligible for this complimentary coverage. The only condition is for the policy with AmGeneral to be active in the unlikely event of demise due to Covid-19.

What does it mean by AmGeneral pledges up to RM1,000,000?

For both the coverage for customers as well as for agents combined, AmGeneral pledges to pay out the lump sum payment for the unlikely demise of Covid-19 up to a maximum accumulated payout of RM1,000,000.

Is there any additional fee or charges for this?

The Covid-19 coverage is absolutely free-of-charge.

How do the customers sign up for this? Do they have to apply or opt-in?

No application is needed. The coverage is automatically extended to all AmGeneral customers who meet the eligibility criteria.