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Frequently asked questions
We are here to support you with answers you need

  • What should I do If I’m involved in an accident

  • It’s important that you make a police report within 24 hours.
  • Contact any representative or the nearest Etiqa branch.
  • Contact any certified Etiqa panel workshop.
  • Contact 1-300-88-1007 to enquire about your claims process/status.

  • What is Excess?

For every claim there is a portion that you (the certificate holder) will be required to pay; as agreed to in your certificate document - that amount is known as ‘excess’. Normally, it is quoted as a fixed sum, or a percentage of the amount of each claim - depending on the terms of your certificate. The general rule is - the higher the excess amount, the lower the premium or vice versa.

*Etiqa Auto Assist is not responsible for any transportation cost.

  • What is the difference between policy excess (voluntary excess) and excess (compulsory excess)?

Voluntary excess refers to the excess amount stipulated in your certificate agreement, and is applicable in every claim. Compulsory excess refers to an additional excess amount that you (as the certificate holder) would be required to pay in the event of a claim; depending on specific circumstances of the authorised driver at the time of the accident. The details of the amount - applicable in each case - will be stipulated clearly in your certificate document.

Compulsory excess applies to the driver that might be:

  1. Below 21 years of age
  2. Holds an L license
  3. Held a full license for less than 2 years
  4. All of the above

  • What is is a protection plan that covers you against loss or damage to your vehicle due to accidental fire, theft or accident. It also covers bodily injury or death of a third party, as well as loss or damage of a third party’s property. Through takaful principles, you contribute a sum of money to a general fund in the form of participative contribution (tabarru’) and undertake a contract (aqad). You are then entitled to a share of the surplus in the fund (should there be any) in the event that you did not make any claims during the period of takaful.

  • What are the true principles of Takaful?

Certificate holders cooperate among themselves for the common good. Every certificate holder pays their subscription to help those who need assistance. Losses are divided and liabilities spread according to the community pooling system. Uncertainty is eliminated in respect of subscription and compensation. Takaful does not derive advantage at the cost of others.

  • What is the difference between Takaful and Conventional Insurance?

While the end goals of insurance and takaful are similar (to provide financial cover against risk such as accidents), there are subtle but important differences between the two concepts. While conventional insurance is governed purely for commercial considerations, the takaful system is based on mutual co-operation and shared responsibility. Governed by the Syariah Advisory Council, it must therefore adhere to certain Islamic principles - most importantly of which it must be free from elements of gharar (uncertainty) in respect of contribution and coverage, maisir (gambling) and riba (interest).

  • How do I get the insurance cover note and road tax for my vehicle if it has been blacklisted?

If your vehicle has been blacklisted for any reason, contact the Department of Road Transport (JPJ) in order to settle any outstanding fines/summons.

  • What information is sent to the Department of Road Transport (JPJ) during the verification part of the renewal process?

Engine and chassis number of the vehicle being insured, as well as the vehicle owners’ New NRIC (or Old IC), and the start and end dates of period of protection.

  • What happens if the information provided to is incorrect?

The system will validate directly from RTD system; so that any incorrect information will be immediately flagged for your attention.

  • How long does it take to verify my information? will take between three to five minutes to process your subscription.

  • How do I make a claim without affecting my No Claim Discount?

The only time you may claim without affecting your NCD is if there is irrefutable proof that the other driver (or third party) involved in the accident is at fault.

Make sure that:

  • You lodge a police report and ensure that anyone involved does the same as well.
  • Fill in a claim form.
  • State in the policy report that the third party was at fault.
  • Gather all of the third party’s details - name, address, IC, car policy details and vehicle details.

Claims without affecting your NCD is not applicable with the following situations:

  • The accident involves a government owned vehicle.
  • The accident involves a diplomat vehicle or a foreigner's vehicle.
  • The accident involves a motorcycle.
  • The accident involves bad injuries or death.

  • Will I lose my NCD if I make a claim?

You will not lose your NCD if the other driver or a third party is at fault. The ultimate determination of the party at fault will be based on the evidence from the investigation by the police.

  • In the event of a theft, how long do I have to wait for my claim?

The length of time to finalize your claim is dependent on the completion of the investigation from the police and the certified independent adjuster (appointed by Etiqa General Takaful Berhad) has completed their investigation.

  • In the case of a total lost (theft or write off), what is the total value of the compensation that I am eligible for?

The total compensation value depends on either the market value, or sum insured (whichever is the lower) at the time of the report. For example: If the market value of your car is RM80,000, and the sum you have insured it for is RM70,000, then the total compensation value RM70,000.

  • What are the claim options available in case of an accident?

There are three (3) options for you to claim:

  • Option 1 (Own Damage): You claim against your own policy. Impact: You lose your NCD.
  • Option 2 (Third Party Claim): You make a claim against a third party insurance company. Impact: Your NCD will not be affected. Eligibility: When it can be proven that the third party is at fault, and if the vehicle involved is not a bus, taxi, motorcycle, diplomatic vehicle, vehicle belonging to a foreigner, or a government vehicle.
  • Option 3 (Own Damage - Knock for Knock): You make a claim exactly as in the case of a third party claim; we, as your insurer, will communicate with the third Party’s insurance company. Impact: Your NCD will not be affected.

  • What are the advantages of taking your car to a Panel Workshop?

If you select a workshop from our panel list, you’ll get:

  • Better quality control on repairs.
  • You’re assured of genuine replacement parts.
  • An extended warranty period of 6 months.
  • Panel workshops have own tow-trucks to provide a towing service.
  • High standards of service. Low likelihood of fraud.

Click here for our list of Panel Workshop.

  • How do I make a windscreen repair claim?

If you are in the Klang Valley, simply contact us to initiate the claims process. We will contact our specialized workshops to get in touch with you and make the necessary arrangements.

  • Do I have to pay first to replace my windscreen?

No. If you use one of our panel workshops, we will pay the workshop directly.

  • What happens if I have already made my own arrangements to have the windscreen repaired/replaced?

Simply forward us the original bill and/or receipt from the workshop (including photographs of before and after the repair). Once we have received and verified these, we will reimburse you.

  • What happens if I have no available photographs to present?

You are required to lodge a police report and give us the police report number.

  • What documents do I need to produce when I make a claim?

You are not required to produce any documents. We will deal with the workshop directly.

  • What happens to my windscreen cover following a claim?

If you repair the windscreen only, you’re still covered - but with a lower total claimable value. For example, if your insured sum is RM1,000, and the repair cost is RM250, you’re still covered to the tune RM750 till the expiry of the policy.

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