Frequently Asked Questions

If your question isn't addressed here, just contact us and we'd be glad to help!

  • Coverage

    Would I need to get a medical examination before buying insurance?

    Nope, not necessary. Just note that our policy doesn't cover any existing illness or condition you might have before the insurance was purchased.

    Can I buy insurance on behalf of others e.g. parents, friends?

    Yes, you can as long as they are within the age limit of the respective policy. But 'Family Members' in 1 certificate is restricted to yourself, spouse & maximum 5 children only. You can find out more by downloading the Product Disclosure Sheet, available in the More Info section of your chosen product.

    I'm pregnant. Does the Travel cover for 1 or 2 lives?

    Firstly, congrats! Our insurance only covers the person named in the Certificate of Insurance. Note that the policy does not cover claims arising from pregnancy or its complications.

  • Purchase & Payment

    Why is my mailing address not needed when I'm buying insurance?

    It's because our entire process is done online – it's faster, easier and also paper-less! Your Certificate of Insurance/Policy will be emailed to you instead.

    Can I buy this insurance online with a supplementary credit card?

    Yup, you can.

    I'm working in the USA right now - can I still buy the insurance?

    You’ll need to live in Malaysia for a minimum of 40 weeks out of 1 year to be eligible to purchase this insurance. For more details, download the Product Disclosure Sheet available in the More Info Section of your chosen product.

    Can I buy insurance from MSIG Online if I don’t own a credit card?

    For right now, we’re only accepting debit and credit cards as modes of payment. Sorry!

  • Cancellations & Refunds

    Can I get a refund if I'm not happy with the plan?

    Please refer to the Product Disclosure Sheet (PDS) for refunds terms & conditions.

    Can I cancel the policy?

    Please refer to the Product Disclosure Sheet (PDS) for cancellation terms & conditions.

  • Security, Technical & Online Support

    Do I need to type in my details again if I'd like to buy again in the future?

    Yes, you'll need to - it's for the greater good, really! We don't keep any of your personal details in accordance to the Personal Data Protection Act 2010 and other security reasons.

    Help! I made a mistake on my personal info when I was buying insurance.

    Don't worry, just email us at covernetgeneral@gmail.com.

    How do I know that it's safe to buy insurance online? Will my personal info be secured?

    Protecting your personal info is very important to us and there are several security features installed to ensure that your data is safe. Check out our Privacy Policy in the Terms of Use to find out more.

  • Claims

    How do I make a claim?

    You can notify us of your claim right here on MSIG Online under our “Make a Claim” section.

    How do I track the status of my claim?

    Once a claim has been made, you’ll receive an email acknowledgement. The email lists all the necessary documents needed to support the claim and other details.

    How fast can MSIG settle my claim?

    Depends on the type of claim, Turnaround for example death/theft claim will be longer than a smaller type of claim. Be assured MSIG is committed to fair and prompt settlement of claims.

    If the worst happens, where does my policy moneys go if I did not elect a nominee?

    If no nominee was elected, we'll pay the policy moneys to your lawful executor (the person you named as such in your Will) or administrator (if you don't have a Will, this is the person who has been granted administration of your estate by the Court).

    If there is no lawful executor or administrator, we will follow Section 6 of the Distribution Act 1958 and pay the policy moneys to your spouse, child or parent.

    It can get pretty complicated, which is why we always recommend you to elect a nominee.

    What happens if I did not elect a nominee, and I did not have a spouse, child or parent at the time of my demise?

    If your policy moneys is not more than RM100,000, we may pay it (without a need for grant of probate, letters of administration or distribution order) to a person that we deem entitled to the policy moneys under your Will (if any) or under any law relating to the disposition of property. A person can also be deemed entitled if he/she is named as an executor in your Will, or has the consent of all your lawful beneficiaries to be administrator to your estate.

    If the policy moneys is more than RM100, 000, we may then firstly pay RM100, 000 to the person referred above and the balance of the policy moneys to your lawful executor or administrator.

    Confused? Take the stress away and elect a nominee instead.

  • Other Questions

    Help! I made a mistake with my nominations. I need to change it.

    No problem, just email us at covernetgeneral@gmail.com.Please include your Certificate of Insurance Policy number, name, IC number and highlight the nominee changes that you want to make.

    If I have an enquiry on this product or any other questions, who should I refer to?

    Just email us at covernetgeneral@gmail.com with your question and we'll get you an answer!

    How do I lodge a complaint if I'm unhappy with the product or services?

    If you have a complaint about the product or services about us, or you are not satisfied with the rejection or offer for any settlement of a claim, you should first try to resolve the complaint with our Customer Service Centre.

    If you are still not satisfied with the decision, you can refer to Bank Negara Malaysia at:

    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur.

    Tel: 1-300-88-5465

    Fax: 03-2174 1515

    Email: bnmtelelink@bnm.gov.my

    Or, you may also write to the Ombudsman for Financial Services (OFS).

  • Who is eligible to apply?

    All Malaysians, Permanent Residents, Non Residents, Work Permit/Employment Pass Holders or otherwise legally employed persons in Malaysia and their Dependents are eligible to apply. Family Plan is permitted for Single Trip only and the age limit of child is above 30 days and below 18 years.

    For Annual Cover, all applicants must be between 18 to 69 years old at first enrolment. Cover may be granted age 70 provided you are enrolled in the Plan before that age and have remained continuously covered thereafter, up to maximum age of 80.

    Please fill up the Proposal Form and email to covernetgeneral@gmail.com for acceptance.

  • Can I buy a separate cover for my child?

    Yes, and the rate charged is based on the individual plan and for Single Trip only and all the benefits are the same except for Death Benefit which is RM62,500, and one of the Parent must sign the proposal form on the life of the Insured Person.

  • I suffered from medical and physical conditions. Can I claim for medical/hospital and other related expenses if I require treatment while on my trip?

    No, the policy excludes pre-existing conditions i.e. any illnesses or injury for which the Insured contracted, diagnosed or treated during the 12 months prior to the journey and whether or not treatment, medication or advice was sought or received prior to the commencement of the journey.

  • Can I continue my medical treatment for any injury sustained during my overseas trip, after my return home?

    Yes, you have a maximum of forty-five (45) days to undergo follow-up treatment subject to your plan’s benefit limits.

  • Can I claim for travel delay in the event of a terrorist attack at the Airport?

    No. Terrorism Extension only covers the Insured Person in respect of death or bodily injury sustained through act of terrorism provided that such acts of terrorism do not involve the use of biological, chemical agents or nuclear devices.

  • Can I seek reimbursement for un-refundable expenses which I had paid if I have to cancel my trip due to a serious illness?

    Policy will pay if your trip is cancelled due to serious injury or sickness which required hospitalisation or compulsory quarantine and unfit to travel as certified by a Medical Practitioner. For this section to be payable, the insurance must be purchased at the time or prior to the date of registration or date of full payment of the trip.

  • How do I cancel my policy and get a refund of the premiums paid?

    No refund of premiums will be allowed once the Travel Insurance policy is issued.

  • How do I make a claim?

    1. Notify MSIG immediately as soon as you have returned from abroad in respect of any event that may give rise to a claim.
    2. Complete the relevant sections of the claim form relating to your claim. Then submit the claim form together with the following documents to MSIG:
      1. Tour Operator’s Confirmation of Booking Invoice
      2. Copies of Airline tickets, electronic tickets or boarding passes
      3. Original receipts for all medical bills and reports and confirmation of admittance and discharge from hospital of medical claims
      4. Original receipts for all items claimed
      5. Irregularity report from airline if baggage is lost or damaged by the airline
      6. Written confirmation from airline/shipping lines regarding the period of delay and the reasons if you are claiming for Luggage Delay/Travel Delay/Missed Travel Connection/Travel Overbooked/ Missed Departure/Travel Reroute
      7. Police Report & Currency Exchange Slip for Money and Theft Claims
      8. Written confirmation from hotels or handling agents in respect of claim for loss of use of hotel facilities
      9. Police Report or Bomba Report for claim on Home Contents
  • How do I lodge a complaint if I am unhappy with the product or services?

    If you have a complaint about the product or services about us, or you are not satisfied with the rejection or offer for any settlement of a claim, you should first try to resolve the complaint with our Customer Service Centre.

    If you are still not satisfied with the decision, you can refer to Bank Negara Malaysia at:

    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur.

    Tel: 1-300-88-5465

    Fax: 03-2174 1515

    Email: bnmtelelink@bnm.gov.my

    Or, you may also write to the Ombudsman for Financial Services (OFS).

  • Is there any *Motor Assist Program offered by MSIG?

    Yes, in the unfortunate event of an accident involving your vehicle or should a breakdown occur, MSIG is at your side to help you. You are entitled to this accident/roadside service assistance without any surcharge to your policy premium. We have a nationwide network of recommended motor repairers, ready to provide you with prompt, efficient and convenient service, whenever the need arises.

    24 Hour Free Assistance Number: 1-300-880-833

    *Motor Assist Program is offered to Comprehensive Private Car policyholders.

  • What is the important point on Insured Value/Sum Insured to be considered when buying motor insurance?

    If you are buying a policy against loss/damage to your vehicle, you must ensure that your vehicle is adequately insured as it will affect the amount you can claim in the event of loss /damage.

    For a new vehicle, the insured value will be the purchase price while for other vehicles, the insured value is the market value of the vehicle at the point you apply for the insurance policy.

    1. Under-insurance – If you insure your vehicle at a lower sum than its market value, you will be deemed as self-insured for the difference, i.e. in the event of loss/damage, you will only be partially compensated (up to the proportion of insurance) by your insurance company.
    2. Over-insurance – Should you insure your vehicle at a higher sum than its market value, the maximum compensation you will receive is the market value of the vehicle as the policy owner cannot ‘profit’ from a motor insurance claim.
  • What are the optional add-ons which available for me to extend cover under the Comprehensive Private Car coverage through online?

    We would want to recommend you to extend the following optional add-ons:

      1. Smart Key Shield (Non-Tariff)
      2. Windscreen
      3. Legal Liability to Passengers
      4. Legal Liability of Passengers
      5. Strike, Riot and Civil Commotion
      6. Special Perils & Limited Special Perils (Non-Tariff) (Flood, Storm, Landslide, Landslip, Subsidence Cover or Other Convulsions of Nature)
      7. Driver's Personal Accident Cover (Non-Tariff)
      8. Waiver of Betterment Cost (Non-Tariff)
      9. Compensation for Assessed Repair Time (CART)

    Please refer to motor add-on leaflet for details of each add-on

    You may contact our customer service at 1-800-88-6744 for other add-ons than the above.

  • How do I enrol for the policy?

    You may contact our customer service at 1-800-88-6744 for other add-ons than the above.

  • How do I enrol for Third Party Cover or Third Party, Fire and Theft Cover?

    You may contact our customer service at 1-800-88-6744 for such application.

  • What are the procedures for me to cancel my policy? What if the Company decides to cancel my policy?

    You may cancel the cover at any time by notifying us in writing. Within seven (7) days of the cancellation, you must surrender to us the certificate of insurance or alternatively provide us with a statutory declaration. We may also cancel this cover by giving you 14 days’ notice by registered post to your last known address. Details of the refund of premium are stated in the Policy, Cancellation Condition No. 3.

  • How do I make a claim?

    Please provide a written notice to the Company with full details within seven (7) days upon receiving notice of or sustaining any accident, loss or damage. You may contact any MSIG Branch to obtain a copy of the claim form. Submit the completed claim form to the Company together with all relevant documents as soon as possible.

  • How do I lodge a complaint if I am unhappy with the product or services?

    If you have a complaint about the product or services about us, or you are not satisfied with the rejection or offer for any settlement of a claim, you should first try to resolve the complaint with our Customer Service Centre.

    If you are still not satisfied with the decision, you can refer to Bank Negara Malaysia at:

    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur.

    Tel: 1-300-88-5465

    Fax: 03-2174 1515

    Email: bnmtelelink@bnm.gov.my

    Or, you may also write to the Ombudsman for Financial Services (OFS).

  • Who is eligible to apply?

    All Malaysians, Permanent Residents, Work Permit/ Employment Pass Holders or otherwise legally employed in Malaysia between 18 to 59 years of age at the date of first enrolment are eligible to apply. Cover may be granted beyond age 59 provided you are enrolled in the Plan before that age and have remained continuously covered thereafter, up to the maximum age of 64.

  • Can I cancel my policy?

    If the cancellation is requested by the Policyholder, no payment will be made by the Insurer and the policy will cease. MSIG may cancel this cover or any Section by sending seven (7) days’ notice by recorded delivery letter or registered letter to your last known address and the return of premium will depend on how long the cover has been in force and whether any claims have been made.

  • Is there any waiting period before I can make a claim?

    Yes, the waiting period is 60 days before your cover takes effect. This means that the policy will not come into effect if a claim occurs within 60 days of the inception date.

  • When is the inception date of the insurance policy?

    Inception date will begin upon receipt and approval of your proposal form and premium payment by MSIG.

  • What do I need to do if there are changes to my contact and other details?

    Please email us as soon as you are aware of any change in email address, occupation, phone number in which pertaining to the Insured Person information.

  • How do I make a claim?

    Claims or potential claims must be notified to MSIG within the Notification Period. A fully completed Claim Form together with supporting medical information must be submitted to MSIG within a period of 30 days from first notification. In cases of accident or acute medical emergency which prevents the Insured Person from complying with this condition, written notification together with supporting medical information must be submitted to MSIG as soon as reasonably possible thereafter.

  • How do I enroll for the policy?

    You may contact our customer service at 1-800-88-6744 for other add-ons than the above.

  • How do I lodge a complaint if I am unhappy with the product or services?

    If you have a complaint about the product or services about us, or you are not satisfied with the rejection or offer for any settlement of a claim, you should first try to resolve the complaint with our Customer Service Centre.

    If you are still not satisfied with the decision, you can refer to Bank Negara Malaysia at:

    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur.

    Tel: 1-300-88-5465

    Fax: 03-2174 1515

    Email: bnmtelelink@bnm.gov.my

    Or, you may also write to the Ombudsman for Financial Services (OFS).

  • Who is eligible to apply?

    All Malaysians, Permanent Residents, Work Permit/Employment Pass Holders or otherwise legally employed in Malaysia is eligible to apply for this plan and there is no other specific eligibility criteria except the property has to be in Malaysia.

  • Can I cancel my policy?

    You may cancel your policy at any time by giving written notice to MSIG. Upon cancellation, you are entitled to a refund of premium being adjusted on the basis of MSIG retaining the customary short term premium or minimum premium, provided that no claims have been made during the current policy year.

  • Do I get depreciated value or brand new replacement price for my damaged/lost items?

    You will be paid new for old. With a few exceptions like bed linen, towels, shoes, handbags and curtains which are subject to wear and tear, you will be paid today’s replacement price. Make sure you cover your possessions as at today’s value.

  • When does the insurance cover become effective?

    The cover begins immediately upon receipt and approval of your proposal form and premium payment by MSIG.

  • Are my valuables like jewellery and watches covered?

    Yes, just specify any piece worth RM2,000 or more. The claim limit is RM2,000 per item and RM20,000 per event.

  • What do I need to do if there are changes to my contact/personal details?

    You must advise MSIG in writing as soon as you are aware of any change in the employment, occupation, duties or pursuits of any Insured Person, or any other change which may increase the possibility of a claim under this Policy.

  • How do I make a claim?

    Notify MSIG in writing as soon as possible to make a claim. You will be asked to complete a Loss Notification Form, in which you have to provide information on date, time and place of loss; brief description on how loss/ accident occurred and information on the degree of involvement of third parties (if any) etc.

  • How do I enrol for the policy?

    You may contact our customer service at 1-800-88-6744 for other add-ons than the above.

  • How do I lodge a complaint if I am unhappy with the product or services?

    If you have a complaint about the product or services about us, or you are not satisfied with the rejection or offer for any settlement of a claim, you should first try to resolve the complaint with our Customer Service Centre.

    If you are still not satisfied with the decision, you can refer to Bank Negara Malaysia at:

    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur.

    Tel: 1-300-88-5465

    Fax: 03-2174 1515

    Email: bnmtelelink@bnm.gov.my

    Or, you may also write to the Ombudsman for Financial Services (OFS).

  • Who is eligible to apply?

    All Malaysians, Permanent Residents, Work Permit/ Employment Pass Holders or otherwise legally employed in Malaysia and their Dependents between 18 to 65 years of age at the date of first enrolment are eligible to apply. The renewal of the policy is allowed for up to the maximum age of 70. Different terms will apply for Malaysians residing outside Malaysia.

  • What is Off Duty Clause as stated in the Product Disclosure Sheet?

    It is hereby declared and agreed that the Policy shall be in force and shall be applicable only in respect of Accidental Death/Permanent Disablement/Injury taking place during the period the Insured Person is not at work and/ or not on official duty (only applicable to those Insured Person who fall under the list of occupations stated below).

    1. Aircrew or Ship Crew including Pilots
    2. Professional Sports, racing involving the use of mechanically powered driven vehicles and/or craft, or trial of speed or reliability
    3. Divers, Seamen, Fishermen and Stevedores
    4. Explosive Handlers/Makers
    5. Firemen, Military and Law Enforcement personnel including Policemen
    6. Professional Entertainers
    7. Construction/Tunnelling or Underground Workers
    8. Oil Rig Workers
    9. Mining Workers
    10. Timber Loggers and Workers
    11. Window Cleaners working at height above 30 feets
    12. Circus Performers/Stuntmen
    13. Money Lender/Money Changer/Debts/Bill Collector and Car Repossessor
    14. Guest Relation Officers
    15. Security Guard, Bodyguard and Watchman including Jockeys.
    16. Heavy Machinery/Excavator Operator
    17. Amusement parks/Arcades/ Entertainment centre worker
    18. Taxi/bus/truck driver/despatch

    Subject otherwise to the terms and conditions of the Policy.

  • Can I cancel my policy?

    You may cancel the cover at any time by notifying MSIG in writing. Any refund of premium is based on the pro-rata basis and depend on how long the cover has been in force and subject to MSIG retaining a minimum premium of RM35.00 and whether any claims have been made. MSIG may cancel this cover or any Section by sending seven (7) days’ notice by recorded delivery letter or registered letter to your last known address and the return of premium will depend on how long the cover has been in force and whether any claims have been made.

  • When does the insurance cover become effective?

    The cover begins immediately upon receipt and approval of your proposal form and premium payment by MSIG.

  • Does this plan pay in addition to other policies

    Yes, it does, except for medical expenses that are on a reimbursement basis.

  • What do I need to do if there are changes to my contact and other details?

    You must advise MSIG in writing as soon as you are aware of any change in the employment, occupation, duties or pursuits of any Insured Person, or any other change which may increase the possibility of a claim under this Policy. You may be required to pay additional premium as a result of any such change.

  • How do I make a claim?

    Please provide a written notice to MSIG with full details within seven (7) days upon receiving notice of or sustaining any accident, lost or damage. You may contact MSIG Banca Hotline at 1-800-88-6163 to obtain a copy of the claim form. Submit the completed claim form to MSIG together with all relevant documents as soon as possible.

  • How do I enrol for the policy?

    You may contact our customer service at 1-800-88-6744 for other add-ons than the above.

  • How do I lodge a complaint if I am unhappy with the product or services?

    If you have a complaint about the product or services about us, or you are not satisfied with the rejection or offer for any settlement of a claim, you should first try to resolve the complaint with our Customer Service Centre.

    If you are still not satisfied with the decision, you can refer to Bank Negara Malaysia at:

    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur.

    Tel: 1-300-88-5465

    Fax: 03-2174 1515

    Email: bnmtelelink@bnm.gov.my

    Or, you may also write to the Ombudsman for Financial Services (OFS).

  • Why should I purchase this policy?

    MSIG Pet Insurance provides cover for veterinary costs when your pet falls ill or gets injured in an accident. Cover is also provided if your pet dies, got lost or stolen or causes accidental injury to a third party or damages third party’s property.

  • Who is eligible to apply?

    You must be at least eighteen (18) years old and the owner of the pet at the time of applying insurance.

  • Can all pets be insured?

    We cover only micro-chipped cats or dogs, dogs with licensed by the Government or Public or Local Authority and aged between twelve (12) weeks to nine (9) years at the commencement date of this policy. We do not provide cover for any banned or restricted breeds, working pets, pre-existing injuries or physical disabilities.

  • Can my pet visit any veterinary clinics?

    Yes, you have the freedom to choose any licensed veterinary clinic in Malaysia.

  • I lost the official receipt issued to me for the purchase of my pet cat or dog, is it a necessity to have this document in the event of a claim?

    If an official receipt is not available in your submission of claim for the death of your pet, then we will only pay up to a maximum amount of RM500 assuming that the claim is payable.

  • What is not covered?

    MSIG Pet Insurance does not cover behavioral illness, elective procedures, food, grooming, pregnancy and any pre-existing conditions that your pet showed signs of before you took out the insurance, or during the waiting period. There are other exclusions which are not possible to name here, but you can request for policy terms and conditions for further details.

  • What are the procedures for me to cancel my policy? What if the Company decides to cancel my policy?

    You may cancel this policy at any time by giving written notice to us. We may at any time cancel this policy by sending seven (7) days notice in writing to your last known address by registered mail.

    Any refund of premium will depend on how long the cover has been in force and provided always no claim has been made during the current period of insurance of this policy. For the avoidance of doubt, the final decision on any refund of premium shall lie solely on us.

  • How do I make a claim?

    Please write to the Company providing full details within seven (7) days upon receiving notice of or sustaining any injury, illnesses or loss of your pet that may give rise to a claim. You may contact any MSIG Branch or your insurance adviser to obtain a copy of the claim form. Submit the completed claim form to the Company together with all relevant documents as soon as possible.

  • How do I lodge a complaint if I am unhappy with the product or services?

    If you have a complaint about the product or services about us, or you are not satisfied with the rejection or offer for any settlement of a claim, you should first try to resolve the clomplaint with our Customer Service Centre.

    If you are still not satisfied with the decision, you can refer to Bank Negara Malaysia at:

    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur.

    Tel: 1-300-88-5465

    Fax: 03-2174 1515

    Email: bnmtelelink@bnm.gov.my

    Or, you may also write to the Ombudsman for Financial Services (OFS).

Disclaimer for FAQ

The FAQs compiled herein are merely informational and not intended to be construed as a contract of insurance. While every effort has been made to ensure that the information contained herein is accurate and up to date, this is not always possible. Please refer to actual policy for exact terms and conditions of the insurance product that you are purchasing.