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/ePolicy will be emailed to you instead. So it is important to ensure that your email address is accurate.

    What are the payment options available?

    We accept Visa & Mastercard (both credit and debit), FPX & Boost eWallet.

    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.

    How can I know that my payment is success via FPX?

    There are 2 methods in which you will be able to know that your FPX transaction is successful:

    1. Email notification sent by FPX system (provided if you have entered your email address at FPX bank selection page).

    2. Email from MSIG containing ePolicy and Tax Invoice.

    I don't see Boost in my payment page. Why?

    Boost e-wallet payment is capped at RM1,499. If your transaction amount is above RM1,499, Boost payment option is not available. Please choose another payment option.

    Who should I contact if I have problem with my transaction?

    Visa & Mastercard: You can email us at msig_online@my.msig-asia.com to address the issues.

    FPX: You can email us at msig_online@my.msig-asia.com to address the issues.

    Boost eWallet: You can either contact Boost at support@myboost.com.my or email us at msig_online@my.msig-asia.com to address the issues.

  • Cancellations & Refunds

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

    Please refer to the Product Disclosure Sheet (PDS) for refund 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 msig_online@my.msig-asia.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, the turnaround time 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 msig_online@my.msig-asia.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 msig_online@my.msig-asia.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, Work Permit/Employment Pass Holders, Student Pass Holders or individuals otherwise legally employed persons in Malaysia and their Dependents legally residing in Malaysia are eligible to apply.

    All applicants must be between 18 and 80 years old. For a child, the age limit is between 31 days and 17 years old.

  • I suffer 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 had contracted, was 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.

    * The overall medical expenses are limited to charges which are incurred as a result of an accidental bodily injury including follow-up treatment; illnesses refer to Covid-19/ Dengue only (where applicable).

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

    Yes, you have a maximum of 30 days to undergo follow-up treatment subject to your plan’s benefit limits.

  • Am I covered if my flight is delayed?

    Yes, you are covered for flight delay if it is delayed for more than 6 hours. Flight delay cover shall not be granted if you travel in a chartered flight.

  • What if my luggage is stolen while I am on holiday?

    If the theft occurred on an aircraft, vessel or train, please notify the officer of the respective parties immediately. We require a written report from the relevant authorities when you make a claim for theft.

  • During my holiday, am I covered in the event of a terrorist attack?

    Yes, we cover you against claims for death or bodily injury during a terrorist attack provided that it did not involve the use of biological or chemical agents or nuclear devices.

  • I am warded in a hospital for tests but have yet to be a confirmed case of COVID-19. Can I make a claim?

    No, you must test positive for COVID-19 and be hospitalised in order to make a claim.

  • If I travelled using Grab car or tour bus, is it covered?

    Yes, we will cover you if the mode of transport operates under a license for the transportation of passengers.

  • How do I make a claim?

    Please provide a written notice to the Company within fourteen (14) days upon happening of an incident which may give rise to a claim. You may print a copy of the claim form from MSIG website at www.msig.com.my or contact any MSIG Branch to obtain the claim form. Submit the completed claim form to us together with any relevant documents as soon as possible.

  • How do I enrol for the policy?

    Kindly complete the application steps via MSIG Online for immediate processing. Coverage will start from the effective date selected by the applicant.

  • 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 of 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 between 31 days and 17 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 msig_online@my.msig-asia.com for acceptance.

  • Can I buy a separate cover for my child?

    Yes, 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. A parent must sign the proposal form on the life of the Insured Person.

  • I suffer 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 illness or injury that the Insured had contracted, was diagnosed or treated for 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 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 caused by third party acts 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 non-refundable expenses that I had paid if I have to cancel my trip due to a serious illness?

    A claim under Section 7 will be payable if your trip is cancelled due to serious injury or illness which requires hospitalisation or compulsory quarantine, and if you are unfit to travel as certified by a Medical Practitioner.

    For this section to be payable, the insurance must be purchased no later than 7 days before the commencement date of your journey.

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

    a) For Single Trip policy, you may cancel this policy before the commencement of your journey by giving us seven days' written notice. You are entitled to a refund of the premium paid for this policy.

    b) For Annual Policy, you may cancel this policy by giving us seven days' written notice. You are entitled to a short rate refund as per policy wording.

  • How do I make a claim?

    1. Notify MSIG immediately as soon as you have returned from your trip 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:
      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/Alternative Transport Arrangement
      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 Protection
  • How do I enrol for the policy?

    Just complete the attached proposal form and send it to us of your insurance adviser, for immediate processing.

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

    If you have a complaint about the product, service, or 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 write either to the Customer Services Bureau of Bank Negara or the Ombudsman For Financial Services (OFS), free of charge.

  • 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 offered online under the Comprehensive Private Car coverage?

    We offer the following optional motor add-ons:

      1. 24-Hour Unlimited Towing Service (Non-Tariff)
      2. E-Hail E-Zee
      3. Windscreen
      4. Legal Liability to Passengers
      5. Legal Liability of Passengers
      6. Special Perils (Flood, Storm, Landslide, Landslip or Subsidence Cover)
      7. Limited Special Perils (Flood, Storm, Landslide, Landslip or Subsidence Cover)
      8. Strike, Riot and Civil Commotion Clause (SRCC)
      9. Smart Key Shield
      10. Driver's Personal Accident
      11. Waiver of Betterment Cost
      12. Compensation for Assessed Repair Time (CART)
      13. Waiver of Compulsory Excess (Non-Tariff)

    Please refer to motor add-on leaflet for more details.

    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 or Permanent Residents residing in Malaysia for at least 40 weeks in any 52 weeks period whilst the cover is in force, who are between the age of thirty (30) days and seventy (70) years at the date of first enrolment.

  • How do I enrol for the policy?

    Kindly complete the application steps via MSIG Online for immediate processing. Coverage will start from the effective date selected by the applicant.

  • What is not covered?

    1. War and related risk
    2. Any act of terrorism
    3. AIDS, AIDS-related complex and sexually transmitted diseases
    4. Pre-existing condition
    5. Pregnancy, childbirth, abortion or miscarriage
    6. Suicide, self-inflicted injury or illness

    Please refer to the policy contract for the full list of exclusions under this policy.

  • How do I make a claim?

    Please provide a written notice to the Company within fourteen (14) days of an accident which may give rise to a claim. You may print a copy of the claim form from MSIG website at www.msig.com.my or contact any MSIG Branch to obtain the claim form. Submit the completed claim form to us together with any relevant documents as soon as possible.

  • Can I cancel my policy?

    You may cancel the policy within fourteen (14) days of purchasing by advising us in writing. You are entitled to a refund of premium, subject to us retaining the minimum premium of RM10.00 (excluding Service Tax) upon cancellation of policy.

  • 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).

  • Who is eligible to apply?

    All Malaysians, Permanent Residents, Work Permit/Employment Pass Holders or otherwise legally employed in Malaysia between 16 to 65 years of age at the date of first enrolment may apply and renew up to the maximum age of 70 years.

  • If I already have other personal accident policy, will I be entitled for the similar benefits under this policy in the event of an Accidental Death or Permanent Disablement?

    Yes, you will be paid on top of your other personal accident policies in the event of an Accidental Death or Permanent Disablement.

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

    You may cancel the policy at any time by notifying us in writing via email or letter. There will be no refund for the premium paid. However, if you wish to cancel the policy within the 15-day free-look period, we shall refund the entire premium you initially paid.

  • What if the Company decides to cancel my policy?

    The Company may cancel the policy by sending 7 days’ notice by recorded delivery letter or registered letter to your last known address. The refund of premium is based on pro-rate basis and subject to us retaining the minimum premium and the prevailing Service Tax. The return of premium will depend on how long the cover has been in force and provided no claim has been made during the current period of insurance.

  • How do I make a claim?

    Please provide a written notice to us with full details upon receiving notice of or sustaining any injury arising from an accident that may give rise to a claim. You may contact any MSIG 24-Hour Customer Service Hotline, any MSIG Branch or your insurance adviser for claim purpose. Submit the completed claim form to us together with the following documents either by mail, email or walk in to our office as soon as possible:


    Permanent Disablement Fatal Case
    1. Medical Report from A Medical Specialist
    1. Copy of Death Certificate
    2. Copy of Post-Mortem Report
    3. Letter of Administration/Grant of Probate if there is no nomination
  • How do I enroll for the policy?

    Kindly complete the application steps via MSIG Online for immediate processing. Coverage will start from the effective date selected by the applicant.

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

    If you have a complaint about our product or services, or you are not satisfied with the rejection or offer of 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 write either to the Customer Services Bureau of Bank Negara Malaysia or Ombudsman for Financial Services (OFS), free of charge.

    MSIG Customer Service
    Address Customer Service Department
    MSIG Insurance (Malaysia) Bhd
    Level 15, Menara Hap Seng 2
    Plaza Hap Seng
    No. 1, Jalan P. Ramlee
    50250 Kuala Lumpur
    Customer Service Hotline 1-800-88-MSIG (6744)
    Facsimile 03-2026 8086
    Email myMSIG@my.msig-asia.com
    Website www.msig.com.my

    OMBUDSMAN FOR FINANCIAL SERVICES (OFS)
    Address Level 14, Main Block
    Menara Takaful Malaysia
    No.4, Jalan Sultan Sulaiman
    50000 Kuala Lumpur
    Telephone 03-2272 2811
    Facsimile 03-2272 1577
    Email enquiry@ofs.org.my
    Website www.ofs.org.my

    LAMAN INFORMASI NASIHAT DAN KHIDMAT (BNMLINK)
    (Walk-in Customer Service Centre)
    Address Ground Floor, D Block
    Jalan Dato' Onn
    50480 Kuala Lumpur
    Telephone 03-2698 8044
    Extension 8950 / 8958 (BNMLINK General Line)
  • What is this product about?

    This policy provides insurance against liability to other parties for injury or death, damage to other parties' property, and accidental or fire damage to your motorcycle or theft of your motorcycle.

  • What are the optional add-ons provided?

    1. All Riders
    2. Strike, Riot and Civil Commotion
    3. Inclusion of Special Perils
    4. Legal Liability to Pillion
  • What are some of the key terms and conditions that I should be aware of?

    1. Importance of Disclosure - You must take reasonable care not to misrepresent when answering questions in the proposal form or in any request made by MSIG Insurance (Malaysia) Bhd ("Company") and check the information you have provided is complete and accurate. You should also disclose all relevant information which may influence the Company in the acceptance of this insurance, decide the terms and the premium you will pay. If you do not take reasonable care and the information provided by you is incomplete or inaccurate, this may affect your claim. Your responsibility to provide comple and accurate information when requested by the Company shall continue until the time of you entering into, making changes to or renewing your insurance.
    2. Cash Before Cover - The insuranceshall not be effective unless the premium due has been paid.
    3. You must ensure that your motorcycle is insured at the appopriate amount.
    4. Compulsory Excess - this is the amount of loss you have to bear before we pay for the balance of your motorcycle damage claim.
  • What are the major exclusions under this policy?

    The policy does not cover losses, such as:

    1. Your own death or bodily injury due to motor accident.*
    2. Your liability against claims from pillion in your vehicle.*
    3. Loss/damage arising from act of nature, e.g. flood, landslide and landslip.*
    4. Consequential loss, depreciation, wear and tear, mechanical or electrical breakdown failures or breakages.

    *These may be insured seperately for additional premiums.

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

    It is important that you inform us of any change in your contact details to ensure that all correspondences reach you in a timely manner.

  • 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, lost or damage. You may contact 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).

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.