Frequently Ask Question

What do you do if involve 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 as the policyholder will be required to pay, as agreed to in your policy document; this amount is referred to as the excess. It is normally quoted as a fixed sum, or a percentage of the amount of each claim – again depending on the terms of your policy. Typically the general rule is – the higher the excess amount, the lower the premium, and vice versa.


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

Policy excess refers to the excess amount stipulated in your policy agreement, and is applicable in every claim; compulsory excess refers to an additional excess amount that you as the policy holder would be required to pay in the event of a claim, and depends on the specific circumstances of the authorised driver at time of the accident. The details of the amounts applicable in each case will be stipulated clearly in your policy document.

Instances where compulsory excess applies might be:

  1. Where the driver is below 21 years of age
  2. Where the driver holds an L license
  3. Where the driver has held a full license for less than 2 years
  4. All of the above


What is Motor Takaful?

Motor Takaful is protection 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. Here’s how it works: You contribute a sum of money to a general Takaful 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?

Policyholders cooperate among themselves for their common good. Every policyholder 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 in the event of an accident), there are subtle but important differences between the two concepts. Where conventional insurance is governed by purely commercial considerations, takaful describes a system based on mutual co-operation and shared responsibility.

Takaful products are governed by the Syariah Advisory Council, and must therefore adhere to certain Islamic principles, the most important of which are that they must be free from elements of gharar (uncertainty) in respect of premium and coverage, maisir (gambling) and riba (interest).


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

If your vehicle has been blacklisted for any reason, you will first have to contact the Department of Road Transport (JPJ) in order to settle any outstanding fines and our summons.


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

Engine and chasis 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 Motor Takaful is incorrect?

The Motor Takaful system requests validation directly from RTD system, so any incorrect information will be flagged immediately for your attention.


How long does it take the Motor Takaful system to verify my information?

Typically, the Motor Takaful system 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.You should:Lodge a police report and ensure that everyone involved does the same.Fill in a claim form – available via download from this website, or collected at any of Etiqa branch or panel workshop.State in the policy report that the third party was at fault.Make sure that you have all of the third party’s details – name, address, IC, car policy details and vehicle details.You will not be able to claim without affecting your NCD in 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 loose 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 theft, how long do I have to wait for my Motor Takaful claim?

The length of time involved in finalizing a claim depends on the police investigation and the certified independent adjuster appointed by Etiqa Takaful Berhad.


In the case of a total lost (theft or write off), what is the total value of the compensation that I am eligle 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 claims options are available to me after an accident?

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 is not affected. Eligibility: When it can be proven that a third party at fault, and third party vehicle 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 is not affected.


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

Panel workshops have been especially selected for their ability to carry out repairs in a professional, timely manner.You 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.


Windscreen Claims

How do I make a windscreen repair claim?

If you are in the Skudai, simply contact us to initiate the claims process. We will then we would provide your contact details to our specialized workshop, Glass Mechanic, who will get in touch with you to 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 or replaced?

No problem. Simply forward us the original bill and or receipt from the workshop, as well as photographs from before and after the repair. Once we have received and verified these, we will reimburse you.You are required to forward us the original bill or receipt and photographs before and after repair of the windscreen in order for us to reimburse you


What happen if no photographs available?

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


What documents do I need to produce when I claim?

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


What happen to my windscreen cover following a claim?

If you only repair the windscreen, 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.