Enquiries and Requests

Before you receive any treatment, where possible, you should call the intermediary you purchased your MHIT policy/certificate from such as your agent, broker and your approved financial adviser or insurance company/takaful operator to check whether the treatment is covered or if the hospital is the panel hospital. In fact, some insurance companies/takaful operator insist you to do this. Your insurer/takaful provider will give you all the guidance you need, confirm your coverage and, if necessary, send you a claim form as well as tell you how they pay the claims.

Some important tips when buying a MHIT policy/certificate include:

• Understand the product features, conditions, limitations, exclusions and benefits;
• Ensure coverage taken under the policy is suitable for your needs;
• Ensure you can afford the premium/contribution payable;
• Ensure you fully and faithfully declare all the facts that you know or ought to know; and
• Only buy from registered insurance/takaful agents or directly from the insurance company/takaful operator.

You should check on the market value of your vehicle, your sum insured, average clause, disclosures, list of approved repairers, no claim discount and excess imposed.

All this information is can be found in your insurance policy/takaful certificate, and you can ask your agent or contact directly your insurance company/takaful operator if you have any query. Please check your insurance policy/takaful certificate terms and conditions.

If your car is involved in an accident, you can make an own damage claim or third-party claim.

• Own Damage (OD) claim – If you are at fault, you can make a claim against your own comprehensive policy/certificate. However, you will lose your No Claim Discount (NCD) entitlement.
• Own Damage Knock for Knock (ODKFK) claim - If it is not your fault, you can make an ODKFK claim to your own insurance company/takaful operator without the NCD being affected (provided you have a comprehensive insurance policy, not involved in third-party bodily claim and does not involve public/government-owned vehicles) and hence, speeding up the process of repairing your own vehicle.
• Third Party Property Damage (TPPD) claim - If you are not at fault in the accident, you can submit the claims directly to the insurance company/takaful operator of the party at fault.
• If your vehicle has been stolen (theft claims) - If your vehicle is stolen, you can make a claim under a comprehensive policy or third party, fire and theft policy. However, this may exclude theft that arose due to your own negligence (e.g. leaving your vehicle or keys unattended).

Betterment

• Betterment is a charge that you will incur when new franchise parts are used to replace the damage parts for accident vehicles if your vehicle is aged 5 years and above. There is a specific rate applied on betterment according to the age of the vehicle. You may avoid incurring these additional charges by opting to use non-franchise parts such as second-hand parts to replace your vehicle’s damaged parts, if your vehicle is 5 years and above.

Compensation for actual repair time (CART)

• CART means an amount payable by third party insurance company/takaful operator as compensation for not being able to use your vehicle while it is being repaired. You can only claim for CART if you are not-at-fault in the accident, as determined by the police. The CART will be based on number of days required for your vehicle to be repaired as per the registered adjuster’s recommendation and not on the number of days the vehicle is at the workshop.

Possible reasons why a motor insurance/takaful claims can be rejected:

• Making dishonest or exaggerated claim;
• Failed to take reasonable precaution of the insured vehicle;
• Driving under the influence of alcohol or drugs; and
• Falls under policy exclusion.