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How to Make an Insurance Claim in Malaysia

You reach a named specialist, not a queue. We confirm what your policy is likely to respond to before you file, open the claim with your insurer, and follow it through to settlement.

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Liberty, 24/7 Roadside Assistance1-800-88-5005
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Tokio Marine, 24-hr Roadside & Towing1-800-88-1301
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Takaful Malaysia, 24-hr Towing1-800-88-8788
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AIA Malaysia, Careline1-300-88-1899
Mon to Thu 8.30am to 5.30pm, Fri to 4.30pm. Guarantee letters 24 hours.
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What happens after you call us

The process, step by step.

Day one. If assistance is needed, we will support in opening the file with the insurer.

Through the claim. We follow up with the adjuster and the insurer so the file does not sit. You get an update whenever the position changes, and a plain explanation when it does not.

If it is disputed. For large or contested claims, our team reviews the policy position and puts the technical argument to the insurer on your behalf.

The final decision on any claim rests with the insurer. What we control is that you are never doing this alone, and never guessing.

First 24 hours

What to do immediately after a road accident in Malaysia

The short answer: make everyone safe, photograph everything before anything moves, exchange details, and lodge a police report within 24 hours. That last step is a legal requirement, not a formality.

  1. Check for injuries and call 999 if anyone is hurt. Move the vehicle out of traffic only if it is safe and driveable.
  2. Photograph the scene before anything moves. Both vehicles, the road position, registration numbers, road markings and any damage. These photographs decide liability arguments later.
  3. Exchange details. Name, contact number, vehicle registration and insurer. Do not admit fault at the scene.
  4. Lodge a police report within 24 hours. Under Section 52(2) of the Road Transport Act 1987 this is required by law, and insurers commonly need the report before a motor claim can proceed.
  5. Call AMANA on +6016 332 1488. We will tell you what your policy is likely to respond to, and what to send, before you file.

For a fire, flood or business loss, the principle is the same: make the premises safe, photograph everything before clearing up, and notify the insurer as soon as practicable.

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Common questions

How do I make an insurance claim in Malaysia?
For a motor accident: make sure everyone is safe, photograph the scene and the damage, exchange details with the other driver, lodge a police report within 24 hours, then notify your insurer and submit the claim with the supporting documents. For a property, fire or business loss: secure the premises, photograph everything before clearing up, and notify your insurer as soon as practicable. If you are an AMANA client, call us first on +6016 332 1488 and a specialist will tell you what your policy is likely to respond to before you file.
Do I need to make a police report after a car accident in Malaysia?
Yes. Under Section 52(2) of the Road Transport Act 1987 a police report must be lodged within 24 hours of a road accident. Missing that window can carry a penalty and insurers commonly require the report before a motor claim can proceed. Lodge it at the nearest police station with a traffic department, and keep a certified copy for the claim.
What documents do I need for a car insurance claim?
Insurers differ, but a motor claim will typically call for the completed claim form, the police report, a copy of your identity card and driving licence, the vehicle registration document, photographs of the damage and the scene, and a repair estimate. For a theft claim the insurer will also want all keys and remotes. Check your own insurer's list, and send it to us if you would rather we assembled it with you.
What should I do immediately after an accident?
Stop and check for injuries, call 999 if anyone is hurt, and move to safety if the vehicle can be moved. Photograph the vehicles, the road position, the registration numbers and any road markings before anything is moved. Exchange names, contact numbers, vehicle details and insurer details with the other driver. Do not admit fault at the scene. Then lodge the police report within 24 hours.
Can AMANA help if my insurance claim is rejected?
Yes. Where a claim is declined or underpaid, our team reviews the policy wording against the facts and the reason given, and puts the technical argument to the insurer on your behalf. The final decision rests with the insurer, and we cannot promise an outcome, but a claim is often refused on a point that can be answered properly.
How long does an insurance claim take in Malaysia?
It depends on the claim type, the insurer and how complete the documents are. Bank Negara Malaysia sets service standards that insurers work to, and a straightforward motor own-damage claim normally moves faster than a disputed liability or business interruption claim. The single biggest cause of delay we see is incomplete documentation at the start.
Who do I call at AMANA for a claim?
Call or WhatsApp +6016 332 1488, or the office on +603 3341 5891 during office hours. You reach a named claims specialist, not a call centre queue. Outside office hours, use your insurer's 24-hour hotline listed on this page, then tell us the next working morning so we can pick it up.

General information only, not legal or insurance advice. Claim requirements, documents and timelines vary by insurer and by policy, and the final decision on any claim rests with the insurer. Verify current legal requirements with the relevant authorities.