claim - Frequently Asked Questions

How to Claim

We take pride in putting the interests of our customers first and assist you in managing the trauma you experience when you
suffer a loss and as a result, are here to ensure the claims process goes as smoothly as possible for you.

In all claims handling procedure, the claimant must:

•    Act with all reasonable speed in dealing with the loss or damage.
•   Take all reasonable practical measures to avoid or diminish the loss or damage.
•   Preserve rights of action of recovery against third party who may be responsible for the loss or damage.


Failing to do so will prejudice his/her rights to claim under the insurance policy due to breach of policy condition which will entitled Insurer to repudiate all liabilities may arise out of the accident or delay the settlement of the claim.

Claim Guideline

1)  Notify the loss or damage to insurance company immediately by telephone followed by fax or letter giving details such as nature of loss, date of loss, estimated loss, contact person and telephone number for survey arrangement.

2)  Report the loss or damage incident to the relevant authorities such as Police, Fire Brigade etc. immediately where applicable.

3)  Cooperate with the Insurer's appointed Adjusters or Surveyors to assist in the investigations/ finalization of the report.

4)  Return the duly completed Claim Form together with a written Statement of Claims supported by relevant documentation as requested.

Claims can be reported during business hours, 8:30am to 5:00pm, Monday-Friday directly to The First Risks Management Agencies by:

HOTLINE : 07-355 0088

FAX : 07-356 0272

E-MAIL : click to email claims

Category :

All Other Insurance

INSURED TO DO
1. Ensure all loss/damage are notified to the Insurers within time period of policy condition with full particulars;
2. To take all reasonable practical step to reduce or minimize loss/damage;
3. To take photographs to preserve evidence of loss/damage;
4. To file all evidences to prove the loss/damage to the Insurers upon request;

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim detailing the loss/damaged property;
3. Purchase invoices/receipts;
4. Repair or replacement invoice(s);
5. Photographs depicting the damaged property;
6. Statement of the accident/incident of loss/damage by all witness if required;
7. Any additional information and documentary evidences as required by Insurers other than the above.
Carrier’s / Warehousemen Liability Insurance

INSURED TO DO
1. Notify Insurers of any loss or damage which may give rise to a claim;
2. Report to the police immediately (for vehicular accident/theft/hijacking/robbery/missing )
3. Take all steps to mitigate the extent of loss or damage;
4. Do not make any admission offer or promise or payment without written consent of Insurers;
5. Cooperate and provide information and assistance as required by Insurers or Adjusters.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Incident Report giving detailed circumstances (cause & extent) leading to the loss or damage and your comments on negligence if possible;
3. Police Report (for vehicular accident/theft/hijack/robbery/missing claims);
4. Photos depicting the damaged items;
5. Warehouse’s incoming and outgoing stock records;
6. Delivery Order;
7. Copy of contract/agreement/quotation letters on terms and conditions of carriage;
8. Third Party’s official claim supported by:-
    • Claim Bill/Debit Note less salvage if any;
    • Commercial Invoice/Packing List;
    • Bill of Lading/Airway Bill and Custom Declaration Form;
    • Loading/Stuffing Tally records on quantities & condition of cargo;
    • Unloading/Unstuffing Tally records on quantities & condition of cargo;
    • QC/Technical Damage Report on extent of damages and reasons for rejection (for damaged cases);
    • Repair/Replacement Bill (if applicable)
    • Furnish all further information and documentary evidence as may be required by Insurers or Adjusters.
Workmen’s Compensation Insurance

INSURED TO DO
1. Give immediate notice of claim to the Insurers with full particulars of the accident;
2. Notify the Police if it is a vehicular accident or fatal accident;
3. Report the accident to Labour Office where necessary;
4. Cooperate with the Ajusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Medical Report or Specialist Report on extent of injuries;
3. Original Medical Bills/Receipts;
4. Wages records/vouchers for the last 6 months prior to the accident;
5. Copy of Letter of Employment;
6. Labour Assessment Form if available;
7. Police Report*
8. Post Mortem Report *
9. Death Certificate*
10. Burial Certificate*
11. Copy of Deceased’s Identity Card or Passport*
12. Memorandum of Agreement*
13. All additional information and documentary evidence as required by Insurers or Adjusters other than the above.
* in the event of fatal accident
Product Liability Insurance

INSURED TO DO
1. Give immediate notice of any claim or any occurrence which might give rise to a claim under the policy;
2. Direct all letters and communications from third party to the Insurers for appropriate actions;
3. Do not attempt to repudiate liability negotiate or make any admission offer promise or payment in connection with the claim without the written consent of the Insurers;
4. Cooperate with the Insurers or Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Internal Investigation Report;
3. All relevant documentation and information as may be required by Insurers or Adjusters.
Public Liability Insurance

INSURED TO DO
1. Give immediate notice to Insurers with full particulars of the incident;
2. Notify the police as appropriate (please refer to Insurers if in doubt);
3. Direct all letters, notice of claim, writ of summons received from third party or their solicitors to the Insurers for action;
4. Do not repudiate liability, negotiate or make any admission offer promise or payment in connection with any accident or claim without the written consent of the Insurers;
5. Cooperate with the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Police Report where appropriate;
3. Incident Report;
4. In the case of injuries claim – Medical Report and Medical Bills/Receipts;
5. In the case of death claim – Post Mortem Report, Death Certificate, Burial Certificate, copy of Identity Card;
6. Furnish all information and documentary evidence as required by Insurers or Adjusters other than the above.
Plate Glass Insurance

INSURED TO DO
1. Give notice of claim to the Insurers immediately;
2. Take photographs of the damaged glass;
3. Proceed to carry out repair or replacement of the damaged glass;
4. Identify the name, address and telephone number of the person who caused the loss/damage (if necessary report to the police) and to take action to seek recovery from the party concerned

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Incident Report;
3. Police report if applicable;
4. Photographs depicting the damaged glass;
5. Original repair or replacement bill.
Personal Accident / Group Personal Accident Insurance

INSURED TO DO
1. Give notice of claim to the Insurers as soon as possible with full particulars of the accident;
2. Seek medical treatment from a qualified and registered medical practitioner immediately;
3. Notify police if it is a vehicular accident or fatal accident;
4. Cooperate with the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Medical Report or Specialist Report as appropriate
3. Original Medical Bills/Receipts;
4. Police Report*
5. Post Mortem Report*
6. Death Certificate*
7. Burial Certificate*
8. Letter of Employment*
9. Last drawn salary slip prior to accident*
10. Copy of Deceased’s Identity Card/Driving License*
11. Letter of Administration as applicable;
*In the event of fatal accident
Motor Insurance

INSURED TO DO
1. Report the accident to the Police immediately or within 24 hours;
2. Send the damaged vehicle to insurance companies’ Panel Workshop of your choice for repairs;
3. Notify the loss or damage to insurance companies as soon as possible
and obtain Claim Form for completion and return with the requisite documents;
4. Do not admit liability or make any offer to Third Party;
5. Forward all correspondence/notice of claim from Third Party unanswered to Insurers immediately;

DOCUMENTATION REQUIRED

• OWN DAMAGE
     1. Completed Claim Form;
     2. Police Report;
     3. Estimate of repairs;
     4. Photocopy of Driver’s Identity Card or Passport and Driving License;
     5. Photocopy of Insured’s Identity Card or Passport and Driving License;
     6. Photocopy of Registration Card (both sides) and Road-tax disc;

• OWN DAMAGE KFK (No Fault)
     1. Completed Claim Form;
     2. Signed Declaration Letter;
     3. Police Report;
     4. Third Party’s Police Report;
     5. Police investigations/outcome report/compound on the party at fault;
     6. Identity/name of third party’s Insurer (copy of insurance policy if any);
     7. Completed Claim Form;
     8. Estimate of repairs;
     9. Photocopy of Driver’s Identity Card or Passport and Driving License;
     10. Photocopy of Insured’s Identity Card or Passport and Driving License;
     11. Photocopy of Registration Card (both sides) and Road-tax disc.

• WINDSCREEN DAMAGE
     1. Completed Claim Form;
     2. Photographs of the damaged windscreen (close-up) and full view of vehicle showing registration number before and after repair;
     3. Photocopy of Registration Card;
     4. Photocopy of Insured and Driver’s Identity Cards or Passports and Driving Licenses;
     5. Replacement Bill/Receipt.

• THEFT / TOTAL LOSS
     1. Completed Claim Form;
     2. Police Report;
     3. Original Registration Card;
     4. Original Policy and Certificate of Insurance;
     5. Legible copy of the hire purchase agreement;
     6. Photocopy of Insured and Driver’s Identity Cards or Passports and Driving Licenses;
     7. Full set of keys to vehicle;
     8. JPJ K3 form duly signed by Insured (rubber stamp if under business company name);
     9. Duly signed JPJ Lampiran A ’1’ – Letter of Indemnity;
     10. Duly signed Lampiran B – Borang Akuan;
     11. Letter of Release from hire purchase or finance company if applicable;
     12. Certified copy of Memorandum & Article of Association (for limited company).

• THIRD PARTY PROPERTY DAMAGE/THIRD PARTY BODILY INJURY
     1. Completed Claim Form;
     2. Police Report;
     3. Police sketch plan with key;
     4. Photocopy of Insured and Driver’s Identity Cards or Passports and Driving Licenses;
     5. Photocopies of Registration Card and Road Tax Disc;
     6. Correspondence or notice of claim from Third Party claimant/solicitors.
Money Insurance - In Transit or In Premises

INSURED TO DO
1. Give immediate notice of claim to the Insurers;
2. Report the incident to the Police immediately;
3. Take all practical/reasonable steps to recover the money lost;
4. Take all steps to prevent a similar occurrence of "break-in";
5. Cooperate with the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim on the amount lost;
3. Police Report;
4. Photographs (if necessary) of damages and point of entry (applicable to premises);
5. Copies of Insured’s accounting records or other documentation to establish the exact amount of loss. These will include copies of receipts, payment vouchers, pay-in-slips, cheques buts, bank statements etc;
6. Furnish all information and documentary evidence as required by Insurers or Adjusters other than the above;
7. Copy of Notice of claim served on the security company and their reply (applicable to premises).
Marine Cargo Insurance - Import & Export

INSURED TO DO
1. Report the loss/damage immediately to the Insurers or the Survey/Settling Agent named in the policy. (In the case of theft and/or pilferage claim, notice must be given to the Insurers or Survey/Settling Agent within 10 days of the expiry of the insurance);
2. Take speedy and all reasonable measures to avert or minimize any loss/damage (i.e. act as if the cargo is uninsured);
3. Give immediate notice of claim (i.e. within 3 days from receipt of the cargo) to Carriers/Port Authority/Forwarding Agent and/or third party who may be responsible for the loss/damage to preserve Insurer’s rights of recovery;
4. Cooperate with the Surveyors if one is appointed.

DOCUMENTATION REQUIRED
1. Original Policy or Certificate of Insurance;
2. Original Bill of Lading or Air Waybill (as applicable);
3. Copy of Invoice and Packing List or Weight Note;
4. Notice of claim against Carriers, Port Authority, Forwarder and their replies on liability;
5. Port Inward and Outward Survey Report or Airline?s Discrepancy/Damage Report (as applicable);
6. Forwarder’s Delivery Order;
7. Delivery Receipts such as Carriers’ Loading and Discharge Tally Sheets, Containers’ Stuffing and Unstuffing Tally Records, Port Integrated Import Documents (applicable for shortages/missing or non-delivery claims);
8. Custom Declaration Form;
9. QC Report on extent of damages and quantities affected (applicable for materials, semi-finished and finished goods);
10. Technical/Damage Report on extent of damages (applicable for machinery)
11. Repair/Replacement Bill(s) where applicable;
12. Claim Bill less salvage;
13. Any additional information and documentary evidence as may be required by Insurers or Surveyors other than above.
Marine Inland / Goods-in-Transit Insurance

INSURED TO DO
1. Notify Insurers immediately;
2. Take all practical steps to mitigate any loss or damage and to recover any goods lost or damaged by theft pilferage or wilful means;
3. Instruct the Forwarder or Transporter to lodge a report to the police immediately (in the case of vehicular accident, theft, hijacking);
4. Give immediate notice of claim to Forwarder or Transporter holding them responsible for the loss/damage;
5. Cooperate with the Surveyors when called upon

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Police Report (as applicable);
3. Supplier’s Invoice;
4. Supplier’s Packing List;
5. Delivery Order;Correspondence exchanges with Forwarder or Transporter on liability;
6. Copy of the contract of carriage/transportation;
7. QC Report to prove extent of damages and quantities affected (applicable for materials, semi-finished and finished goods);
8. Technical/Damage Report on extent of damages (applicable for machinery);
9. Repair/Replacement Bill (as applicable);
10. Claim Bill less salvage;
11. Any additional information and documentary evidence as may be required by Insurers or Surveyors other than the above.
Golfer Insurance

INSURED TO DO
1. Give notice of claim to Insurers as soon as possible;
2. Report the incident to the Golf Club;
3. If claim involving third party, Insured shall not without the consent in writing of the Insurers repudiate liability, negotiate or make any admission offer promise or payment in connection with any accident or claim.

DOCUMENTATION REQUIRED

• Public Liability
     1. Completed Claim Form;
     2. Golf Club’s Incident Report or letter certifying the incident;
     3. Notice of Claim from third party supported by:-
        a) Medical or Specialist Report as applicable } applicable to third party
          b) Original Medical Bill(s) } injuries claim
          c) Other incidental expenses/bills }
          d) Repair/Replacement Bill(s) {applicable to third party property damage claim}

• Personal Accident
     1. Completed Claim Form;
     2. Golf Club’s Incident Report or letter certifying the incident;
     3. Medical or Specialist Report as applicable;
     4. Original Medical Bills/Receipts;

• Golfing Equipment & Personal Effects
     1. Completed Claim Form;
     2. Golf Club’s Incident Report or letter certifying the incident;
     3. Photos depicting the damaged club(s);
     4. Repair or Replacement Bill.

• Hole-in-One
     1. Completed Claim Form;
     2. Original Hole-in-One Score Sheet;
     3. Certificate of Achievement from the Golf Club.
Medical Insurance

INSURED TO DO
1. Give notice to insurance company giving details such as policy number, name of claimant, name of hospital, date of admission or accident, diagnosis/accident as soon as possible but no later than 30 days;
2. Seek medical treatment from a qualified and registered Medical Practitioner as soon as practicable;
3. Report to the police if it is a vehicle accident or fatal accident.

DOCUMENTATION REQUIRED
1. Claim Form duly completed and signed;
2. Medical Report;
3. Original itemized medical bill(s);
4. Original medical receipt(s);
5. Referral letter for Pre hospitalization tests and consultation.
6. Police Report
7. Post Mortem Report In the event of fatal accident
8. Death Certificate
Houseowner and Householder Insurance

INSURED TO DO
1. Immediately notify Insurers by telephone in the event of loss/damage;
2. Notify the police immediately for theft incident (for exception, please refer to our Claims Personnel);
3. Take photographs of the damages and/or point of entry;
4. Cooperate with the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim detailing the items lost/damaged;
3. Estimate of repairs for damaged building;
4. Purchase invoices/receipts/valuation reports of the stolen/damaged items;
5. Photographs depicting the damaged items or premise of loss/damage (if no Adjusters is appointed);
6. Final repair/replacement bill(s);
7. Any additional information and documents as may be required by Insurers or Adjuster other than above.
Fire Industrial All Risks Insurance

INSURED TO DO
1. Give notice to the Insurers immediately;
2. Notify the police immediately in the case of theft (for exception, please contact our Claims Personnel);
3. Notify the Fire Brigade Department as appropriate (for exception, please contact our Claims Personnel);
4. Take all practical steps to mitigate any loss destruction or damage and to recover any property lost or damaged;
5. Cooperate and provide assistance to the Adjusters in the investigation.

DOCUMENTATION REQUIRED

• Fire Incident
     1. Completed Claim Form;
     2. Written Statement of Claim detailing the loss/damage;
     3. Fire Brigade Report;
     4. Repair/Replacement quotations (for damaged property);
     5. Purchase invoices/receipts/delivery orders/stock records to quantify the loss/damage (applicable for stocks);
     6. Technical/QC Report (applicable for damaged items/stocks);
     7. Any additional information and documents as may be required by Adjusters.

• Theft Loss
     1. Completed Claim Form;
     2. Written Statement of Claim detailing the loss/damage;
     3. Police Report;
     4. Purchase invoices/receipts/valuation reports/stock records to quantify the loss;
     5. Any additional information and documents as may be required by Adjusters.

• Accidental Damage
     1. Completed Claim Form;
     2. Written Statement of Claim detailing the loss/damage;
     3. Technical report stating cause and extent of damage;
     4. Photographs of losses or damages that are the components of the claim (if no adjuster involved);
     5. Repair/replacement quotations (applicable for damaged property);
     6. Any additional information and documents as may be required by Adjusters.
Fire Insurance

INSURED TO DO
1. Give immediate notice to the Insurers by telephone;
2. Immediately notify the relevant authorities such as Fire Brigade, Police (for exception, please contact our Claims Personnel);
3. Take all steps within power to minimize the extent of loss or damage;
4. Cooperate with the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim detailing the property lost/damaged;
3. Police Report;
4. Fire Brigade Report;
5. Estimate of the cost of repair to the building and/or properties insured;
6. Purchase invoices/receipts/valuation reports in respect of the damaged items;
7. Stock records, delivery receipts etc as appropriate to quantify the loss or damage;
8. Photographs depicting the damages which are the components of the claim (if no Adjuster appointed)
9. Any additional information and documentary evidence as may be required by Insurers or Adjusters other than the above.
Fidelity Guarantee Insurance

INSURED TO DO
1. Give immediate notice to Insurers upon discovery of the loss, act or defalcation by employee(s);
2. Report to the police immediately;
3. Take all practical/reasonable steps to recover the money and/or property lost;
4. Deduct any money due to or belonging to the defalcator(s) from the amount payable under the policy;
5. Cooperate and provide assistance to Insurers or Adjusters as required.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim on the defalcated amount;
3. Documents substantiating the defalcated amount;
4. Police Report;
5. Internal Inquiry Report on the defalcation;
6. Employment and termination letter(s) of the defalcator(s);
7. Last drawn salary slip and a statement of the balance amount due/amount of claim;
8. Any additional documents and information that may be required during investigations by Insurers or Adjusters.
Employer’s Liability Insurance

INSURED TO DO
1. Notify the Insurers as soon as possible of any occurrence which may give rise to a claim;
2. Forward all correspondence, claim or writ of summons to Insurers immediately upon receipt from the claimant;
3. Do not make any admission, offer or promise or payment without written consent of Insurers;
4. Cooperate and provide any further information and assistance as Insurers or Adjusters may require.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Internal Investigation Report;
3. Medical Report or Specialist Report in the case of injuries;
4. Medical Bills/Receipts;
5. Police Report in the case of fatal accident;
6. Death Certificate/Burial Certificate/Post Mortem Report in fatal case;
7. Letter of Employment/Salary Slips/copy of Identity Card of the claimant.
8. Any additional information and documentary evidence as may be required by Insurers or Adjusters other than above
Equipment Insurance

INSURED TO DO
1. Immediate notification to be given to Insurers;
2. Report to the police immediately (in the case of theft or malicious damage);
3. Take all practical steps to prevent further loss or damage and should not leave the equipment unattended without proper precautions taken;
4. Cooperate with the Insurers and Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim detailing the property lost/damaged;
3. Police Report if applicable;
4. Registration Card (both sides) if applicable
5. Copy of driver’s driving License and identity card;
6. Estimate of repairs;
7. Final Repair Bill.
8. Any additional information and documentary evidence as may be required by Insurers or Adjusters other than above.
Deterioration of Stock Insurance

INSURED TO DO
1. Serve immediate Notice of Claim to the Insurers;
2. Take all practical steps to mitigate any further loss destruction or damage;
3. Do not dispose off the damaged property and if possible, take photos;
4. Cooperate with Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim giving details of the lost/damaged property;
3. Purchase invoices/receipts/delivery orders/stock records to quantify the loss or damage;
4. Technical Report on the cause of the breakdown or failure of the refrigeration system;
5. Contractor Service Agreement and Maintenance/Service Reports;
6. Any additional information and documentary evidence as may be required by Insurers or Adjusters other than the above.
Contractor’s All Risks / Erection All Risks Insurance

INSURED TO DO
1. Notify Insurers immediately giving details such as nature and extent of loss or damage;
2. Take all practical steps within power to mitigate loss or damage;
3. Report to police authorities immediately in case of loss due to theft or burglary;
4. Do not dispose off the damaged property and if possible, take photos;
5. Cooperate and provide assistance to the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim detailing the property lost or damaged;
3. Purchase invoices/delivery receipts;
4. Technical/Damage Report on extent of damages (applicable for machinery claim);
5. Estimate of repairs/replacement;
6. Police Report, if lodged;
7. Any additional information and documentary evidence as may be required by Insurers or Adjusters other than above.
Burglary Insurance

INSURED TO DO
1. Give immediate notice of claim to the Insurers;
2. Notify the Police immediately and take all practical steps to recover the property lost;
3. Take all steps to prevent a similar occurrence i.e. to remedy and reinforce the "break-in";
4. Cooperate with the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim detailing the property lost or damaged;
3. Police Report;
4. Photographs (if necessary) depicting the damages and point of entry;
5. Purchase invoices/receipts/delivery orders/stock records to quantify the loss or damage;
6. Original repair bills (for damages to premises and/or property insured);
7. Notice of Claim served on the security company and their reply if any;
8. Any additional information and documentary evidence as may be required by Insurers or Adjusters other than above.
All Risks Insurance

INSURED TO DO
1. Give immediate notice to the Insurers by telephone;
2. Notify the Police immediately especially for theft claim (for exception, please contact our Claims Personnel);
3. Notification on termination of the handphone line as applicable;
4. Take all practical steps to mitigate any loss destruction or damage and to recover any property lost or damaged by theft pilferage or wilful means;
5. Do not dispose off the damaged property and if possible, take photos;
6. Cooperate with the Adjusters when called upon.

DOCUMENTATION REQUIRED
1. Completed Claim Form;
2. Written Statement of Claim detailing the property lost or damaged;
3. Police Report;
4. Purchase invoices/receipts/valuation reports of the stolen/damaged property;
5. Repair/replacement invoice(s);
6. Photos depicting the damaged property (if no Adjuster involved);
7. Any additional information and documentary evidence as may be required by Insurers or Adjusters other than the above.