Car Accident Claim Guide Malaysia

What to do at the accident scene, how to file a claim, required documents, and a step-by-step claims timeline.

EMERGENCY? Call 999 immediately

If anyone is injured, call 999 for ambulance and police. Do not move injured persons unless there is immediate danger (fire, traffic).

At the Accident Scene — 8 Steps

  1. 1

    Stay calm. Check for injuries.

    First priority: safety. Check yourself, passengers, and others for injuries. Call 999 if anyone needs medical attention.

  2. 2

    Turn on hazard lights

    Alert other drivers. If it's safe and the cars are drivable, move to the road shoulder to avoid blocking traffic.

  3. 3

    Take photos — lots of them

    Photograph: all vehicles involved (multiple angles), damage to each car, license plates, the accident scene (road position, traffic lights, signs), and any skid marks or debris.

  4. 4

    Exchange details with other driver

    Get their: full name, IC number, phone number, vehicle plate number, insurance company name. DO NOT admit fault or apologize — let the police determine fault.

  5. 5

    Note witness details

    If there are witnesses, get their names and phone numbers. Independent witnesses can be crucial for disputed fault claims.

  6. 6

    File a police report within 24 hours

    This is MANDATORY. Go to the nearest police station. Bring your IC, driving license, and vehicle grant. The police will inspect your car and record the report.

  7. 7

    Get the police investigation result

    The police will investigate and issue a finding on who is at fault. This typically takes 1-2 weeks. The result determines your NCD impact.

  8. 8

    Contact your insurer to file a claim

    Once you have the police report, contact your insurer's 24/7 claims hotline. They will guide you on the next steps and assign a panel workshop.

Understanding Malaysia's Claims System: OD KFK

Malaysia uses the Own Damage Knock-for-Knock (OD KFK) system. Here's what it means:

You claim from YOUR own insurer first, regardless of who is at fault. Your insurer pays for your repairs, then recovers costs from the at-fault driver's insurer. This speeds up your repair time.

Your NCD is protected if you're NOT at fault. The police report determines fault. If the other driver is at fault, your NCD is unaffected. If you're at fault, your NCD resets to 0%.

Documents Needed for Insurance Claims

DocumentRequired For
Police report (original + copy)All claims — mandatory
Police investigation resultAll claims — determines fault
Driver's IC (photocopy)All claims
Driving license (photocopy)All claims
Vehicle grant / VOC (photocopy)All claims
Insurance policy / cover noteAll claims
Accident photosAll claims — speeds up assessment
Dashcam footage (if available)Strongly recommended — proves fault
Witness statement (if available)Disputed fault claims
Repair quotation from workshopOptional — for comparison before claim

Claim Types and Timelines

OD KFK (Not at fault)

No NCD loss ✅1-3 weeks

You claim from your insurer. They recover from the at-fault party's insurer. No excess to pay (usually).

OD (Own Damage — At fault)

NCD drops to 0% ❌2-4 weeks

You're at fault. You claim from your own policy. Must pay your policy excess (typically RM 200-400).

Third Party Claim

Depends on fault1-3 months

If you're hit by an uninsured driver, you claim directly. Longer process, may require legal action.

Windscreen Claim

No NCD loss ✅1-3 days

Separate windscreen claim if you have the add-on. Does NOT affect NCD. Fastest claim type.

Total Loss / Theft

NCD drops to 0% ❌1-3 months

Car is beyond repair or stolen. Insurer pays market value. Requires police and insurer investigation.

Common Mistakes to Avoid

  • ❌ Not filing a police report: Your claim will be flat-out rejected without a police report. File within 24 hours.
  • ❌ Admitting fault at the scene: Don't say "sorry" or "my fault." Let the police determine fault based on evidence.
  • ❌ Not taking photos: Photos are your best evidence. Take photos of everything — damage, road position, traffic lights.
  • ❌ Delaying the claim: Most insurers require claims to be filed within 7-14 days. Check your policy.
  • ❌ Repairing before insurer assessment: Don't send your car to a workshop before the insurer's adjuster inspects the damage.

Got questions about your claim?

Our licensed insurance partners can help you navigate the claims process.

Ask on WhatsApp

Important Disclaimer

This guide provides general information about the car accident claims process in Malaysia. Insurance claim procedures, timelines, and requirements vary by insurer. Always contact your insurer's 24/7 claims hotline for specific guidance after an accident.