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.
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
Notify your insurer or platform like PolicyStreet
Typical 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
Typical timeframe: 2–5 working days
Tip to speed up: Submit complete documents in one go. Missing paperwork is the #1 cause 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.
Typical timeframe: 1–2 weeks
Day 14–30: Approval & Repair Authorization
Once liability and costs are confirmed, the insurer will:
Approve repairs at a panel workshop
ORApprove cash settlement
Typical timeframe: 2–4 weeks from incident
Day 30–60: Repair Completion or Payout
Final stage depends on claim type:
Panel repair: Insurer pays workshop directly
Cash payout: Money transferred to your account
Typical timeframe:
Minor claims: ~30 days
Complex claims: up to 60 days or more
Common Reasons Claims Take Longer
Disputed liability
Incomplete documents
Non-panel workshop use
High claim volume periods
Fraud investigations
How to Speed Up Your Claim
Report immediately
Provide clear photos
Use panel workshops
Respond quickly to insurer requests
Keep copies of all documents
Save on Your Next Renewal (Limited Promos)
Free Road Tax (FRT) Campaign
All customers who renew their car insurance with PolicyStreet between the 25th and the end of the month can enjoy up to RM90 in road tax savings.
Save More with Drive+
Drive+ is a rewards and loyalty programme by PolicyStreet available at 3 tiers:
Lite — RM39.90 (RM19.95 for existing customers)
Standard — RM69.90 (RM34.95 for existing customers)
Premium — RM99.90 (RM49.95 for existing customers)
Customers who purchase Drive+ are also entitled to the other perks:
Road tax discount up to RM120 OFF
EPP/Atome discount (Standard and Premium members only)
Free road tax handling fee
Loyalty rewards up to RM80
RM20 discount on your next car insurance renewal
RM40 Bateriku cash voucher
RM20 discount on courtesy car rental with Chillax2u
Prioritised assistance for car insurance renewals
Step-by-step guidance for claim submissions
For more details, kindly visit https://www.policystreet.com.my/tnc
Frequently Asked Questions
Can I claim car insurance for a motorcycle accident?
No. Car insurance only covers the specific vehicle stated in your policy (private vehicles such as sedans, SUVs, and MPVs). A car insurance policy cannot be used to make a claim for a motorcycle accident, and vice versa.
Can I make a claim if my driving license has expired?
Yes, you can still file a car insurance claim even if your driving license has expired, as long as your insurance policy and road tax is active and valid at the time of the accident. However, your insurer may take this into account during assessment, which may result in penalties.
Can I make a claim if my road tax has expired?
If your road tax has expired at the time of the accident, your claim will get rejected by the insurer. This is why it is important to ensure your road tax is always kept active and up to date.
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 get a claim from third-party to protect your NCD.
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.
However, please note:
• 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.
