What Actually Happens After You Submit a Claim? Real Timeline From Day 1 to Payout (Malaysia Guide)
After an accident, the biggest question most drivers ask is: How long will my claim take?
Understanding the real insurance claim timeline in Malaysia can reduce stress and help you prepare for each step — from reporting to final payout.
Here's a simple, real-world breakdown of what happens after you submit a claim. Timelines below are general estimates — actual duration varies by insurer, case complexity, and workshop workload.
Day 1: Report the Incident
The process starts immediately after the accident.
What you should do:
Take photos and videos of damage
Exchange details with other parties
Lodge a police report within 24 hours (required under Section 52(2) of the Road Transport Act 1987)
Notify your insurer or platform like PolicyStreet
Indicative timeframe: Within 24 hours (or next working day)
Failing to report early is one of the biggest reasons claims get delayed or rejected.
Day 2–5: Claim Registration & Document Submission
Your insurer will open a claim file and request documents such as:
Claim form
Police report
IC & driving license
Photos of damage
Workshop estimate
Indicative timeframe: 2–5 working days
Tip to speed up: Submit complete documents in one go. Missing paperwork is one of the most common causes of delays.
Day 5–14: Adjuster Assessment
An adjuster evaluates:
Extent of damage
Liability (who is at fault)
Repair costs
For minor claims, this may be done digitally. Major accidents may require a physical inspection.
Indicative timeframe: Around 1–2 weeks, though this can extend if the case involves disputed liability or waiting on the official police investigation outcome.
Day 14–30: Approval & Repair Authorization
Once liability and costs are confirmed, the insurer will either:
Approve repairs at a panel workshop, or
Approve cash settlement
Indicative timeframe: Roughly 2–4 weeks from the date of the incident
Repair Completion or Payout
Final stage depends on claim type:
Panel repair: Insurer pays workshop directly
Cash payout: Money transferred to your account
Indicative timeframe:
Simple claims are often resolved faster (typically 2-4 weeks).
More complex cases can take significantly longer (typically up to 60+ days).
Common Reasons Claims Take Longer
Disputed liability
Incomplete documents
Non-panel workshop use
High claim volume periods
Fraud investigations
How to Speed Up Your Insurance Claim
Report immediately
Provide clear photos
Use panel workshops
Respond quickly to insurer requests
Keep copies of all documents
While you are waiting for your insurance claim to be processed, avoid these seven car insurance exclusions that could void your claim.
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Drive+ members also get prioritised assistance for car insurance renewals and step-by-step guidance for claim submissions.
For full terms, visit PolicyStreet's Terms & Conditions.
Frequently Asked Questions
1. Can I claim car insurance for a motorcycle accident?
No. Your car insurance policy only covers the vehicle named on it (e.g. your sedan, SUV, or MPV) — you can't use a car insurance policy to claim for repairs to a motorcycle you own, and vice versa. This is separate from third-party liability: if your car is involved in an accident with someone else's motorcycle, your car policy's third-party coverage can still apply to that claim.
2. Can I make an insurance claim if my driving licence has expired?
Generally yes. An expired driving licence does not automatically void a comprehensive claim. However, insurers may still look into this during assessment, particularly to confirm the licence wasn't fully disqualified or for the wrong vehicle class, which may result in penalties.
3. Can I make an insurance claim if my road tax has expired?
No. If your road tax has expired at the time of the accident, your claim will likely be rejected by the insurer, since the vehicle is considered unlicensed for use on public roads. Always keep your road tax active and up to date.
4. What happens to my NCD if I make a claim?
If you make a claim on your car insurance, your NCD will reset to 0% at your next renewal. If you are not at fault in an accident, you may be able to claim from the third party instead, which helps protect your NCD.
5. Can I claim insurance if the accident is my fault?
Yes. If you have Comprehensive coverage, you can make a claim even if the accident is your fault. Your insurer will cover the cost of repairs to your own vehicle, subject to your policy terms and any excess/deductible. Please note that:
Making a claim will reset your NCD to 0% at the next renewal.
If you are not at fault in an accident, you may recover a claim from the third party, which protects your NCD from being reset.
