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 MyMSIG@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, 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 MyMSIG@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 MyMSIG@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).

  • 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 vehicle or theft of your vehicle.

  • 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. Accident Repair Allowance (ARA) (Non-Tariff)
      3. Current Year “NCD” Relief (Non-Tariff)
      4. EZ-Mile (Non-Tariff)
      5. Windscreen
      6. Legal Liability to Passengers
      7. Legal Liability of Passengers
      8. Special Perils (Flood, Storm, Landslide, Landslip or Subsidence Cover) (Non-Tariff)
      9. Limited Special Perils (Flood, Storm, Landslide, Landslip or Subsidence Cover) (Non-Tariff)
      10. Strike, Riot and Civil Commotion Clause (SRCC)
      11. Smart Key Shield (Non-Tariff)
      12. Driver's Personal Accident (Non-Tariff)
      13. Waiver of Betterment Cost (Non-Tariff)
      14. Compensation for Assessed Repair Time (CART) (Non-Tariff)
      15. Waiver of Compulsory Excess (Non-Tariff)

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

    You may contact our Banca Helpdesk at 1-800-88-6163 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 Banca Helpdesk at 1-800-88-6163 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 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?

    You can submit your claim notification:

    1. online; or
    2. by providing us with written notice together with the completed claim form and all relevant documents either by mail, email or walk in to our office within 7 days of receiving notice of or sustaining any accident, loss or damage.

    You may contact any MSIG Branch to obtain the claim form.

    If you have any clarification or need assistance, please contact MSIG Customer Service Hotline or any MSIG Branch.

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

    If you have a complaint about our products or services, 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.


    MSIG Customer Service
    Customer Service Department
    MSIG Insurance (Malaysia) Bhd
    Level 15, Menara Hap Seng 2
    Plaza Hap Seng
    No. 1, Jalan P. Ramlee
    50250 Kuala Lumpur

    Telephone 1-800-88-6744
    Facsimile 03-2026 8086
    Email MyMSIG@my.msig-asia.com
    Website www.msig.com.my

    If you are still not satisfied with the decision, you can refer either to the Customer Services Bureau of Bank Negara Malaysia or Ombudsman for Financial Services (OFS), free of charge.

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

    Telephone 1-300-88-5465
    Facsimile 03-2174 1515
    Email bnmtelelink@bnm.gov.my
    Website www.bnm.gov.my

    Ombudsman for Financial Services (OFS)
    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

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 constrained 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.