6

Overview

No one can be sure precisely when or where a loss may occur, but you can always expect prompt and knowledgeable claims response and service from QBE Malaysia. We strive to meet each customer’s unique needs, whenever and wherever a loss occurs.

While different claims management processes and forms may be required depending on the particular insurance product, certain fundamentals will always apply regardless of product type to ensure the most effective outcome is achieved.

The details provided below on this subject are for your general reference only. The actual claims process will be aligned with the specific terms, conditions and exclusions stipulated in the relevant insurance policy.

For queries, you may contact our QBE claims team at claims@qbe.com.myor approach your insurance agent or broker.

QBE Claims Philosophy

As an insurance company, we expect to pay claims. Our premiums reflect the degree of risk and the probability of a claim as well as the terms of cover provided. In general, the wider the cover provided, the higher the premium. All of which means that if your policy covers the exposure, we will pay a valid claim. That's why it is important for you to seek the advice of an insurance broker or agent and to read the particular policy’s wording to ensure the cover meets your expectations before you enter into your insurance contract.

How to Make a Claim

Claims Management Expertise

The QBE claims team provides claims management expertise in the areas of conventional and specialist insurance. We strive to deliver a range of consistent and professional claims services to our clients.

Our team has a wealth of experience in the local market and a solid knowledge of claims handling and processing. Our service will help you or your business get back to normal in the shortest possible time.

To make a claim, please click on the following indexes to quickly access the product specific claims instructions and information, as well as the forms that you need. You can also ask your insurance agent or broker for assistance.

What to do when faced with a loss – the Fundamental Principles

  • Provide early notification to QBE Malaysia, as your insurance provider. Simply download our claim form from this site.

  • Also provide early notification to your insurance broker or agent, as your insurance adviser.

  • Complete all required sections of your claim form and supply the all required information before submitting your claim to QBE.

  • Keep a copy of your claim form and associated information.

Always Notify Early

  • It is mandatory that in the event of a claim arising under a policy, the insured must notify QBE claims team immediately or within the timeline specified in the policy and provide full particulars of the claim.

  • Early action can significantly shorten the claim’s management process, and therefore the time it takes to settle your claim.

Length of Time to Settle

  • The length of time that it takes to settle a claim will depend on the nature of the exposure and its complexity.

  • QBE claims team will help you through the process – this is part of our promise to you.

Claim Forms

  • To register your claim, fill out and send the relevant claim forms to our claims department directly, and also provide a copy to your insurance broker or agent.

  • We will then contact you by telephone or mail to advise on the next steps, either directly or through your insurance adviser.

  • Make sure to keep your insurance adviser fully informed of any developments. Their role includes guiding you through the claims process to ensure the best possible outcome.

Claims

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims in the area of All Risks Insurance.

  • Submit to our Claims team a duly completed Claim Form, stamped and signed by the Company/Insured

  • Report immediately to police or fire brigade any incident relating to fire, malicious damage, burglary, robbery, or theft where applicable

  • Provide the following information and documents for all incidents:

For theft claims

  • Police report

  • Claim form

  • Witnesses’ statements

  • Proof of ownership such as purchase invoices, receipts, photographs

  • Replacement quote

  • Stock records, where applicable

  • Certificate for jewellery or art

For accident claims

  • Police report

  • Claim form

  • Witnesses’ statements

  • Proof of ownership such as purchase invoices, receipts

  • Quotes for replacement, repairs or market value

  • Technical drawing or brochure for specialised equipment (such as survey equipment)

  • Technical report on the nature and the extent of damage

Property Damage Claim

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims for motor property damage claims. This is applicable to your own damage claim as well as to claims submitted by third-party vehicle owners against you.

  • Submit to our Claims team a duly completed Claim Form, stamped and signed by Company/Insured

  • Report immediately to police any incident relating to fire, malicious damage, burglary, robbery, or theft where applicable

  • Provide the following information and documents for all incidents

Claims Process

The information/ documents required are as follows:

  • In the event of a claim, please report non-injury accident at any of our authorised workshops (Click here to view the list of QBE Authorised Workshops) with your vehicle within 24 hours from the time of accident

  • Call any of our authorised workshops for towing assistance if necessary, towing service is ONLY applicable for:

    1. Insured with Comprehensive Cover

    2. Insured with third-party cover, who is NOT at fault in the accident

  • Duly complete Claim Form, in which a clear sketch of the accident is to be provided at our authorised workshops

  • File a Traffic Police Report (for accidents involving injury, government property, foreign registered vehicle, and hit and run cases only)

  • Insured is to have the following documents ready when reporting QBE Malaysia:

    1. Certificate of Insurance

    2. Driver's licence of the driver involved in the accident

    3. Company's stamp for commercial vehicles

  • When the accident involves a third party, where possible, obtain the following information or ‘third-party particulars’:

    1. Vehicle number

    2. Name/NRIC no./address/contact number of driver

    3. Insurance company of the third-party vehicle

    4. Name/NRIC no./address/contact number(s) of any witness(es) and witness’ statements, if available

    5. Photographic images revealing damage to own vehicle and that of third party

    6. Photographic images of the accident scene, where available

  • Our authorised workshops will be able to assist you to formulate a property damage claim against the third party, provided the latter is NOT to be blamed over the accident and where available evidence is clearly in his or her favour.

Injury Claim

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you meet with an accident and cause personal injury to a third party:

  • Immediately lodge a police report and cooperate with the police authorities

  • Immediately notify QBE Malaysia of the incident through telephone or email and immediately follow up with the submission of the Claim Form stamped with the Company Chop with the relevant details

  • Obtain all relevant information of the injured third party such as:

    1. Identity, NRIC details and address

    2. Third party's vehicle particulars, such as registration number/type of vehicle

    3. Insurance particulars if third party using a vehicle at time of the accident

    4. Injury particulars of third party

  • It is very important that you DO NOT admit liability as required in your policy;

  • If you receive any legal letter or summons from a the Third Party you MUST immediately inform QBE Malaysia, and then we will advise you on the steps to be taken;

  • You MUST adhere strictly to the requirement of the court summons which will require your attendance in court on the date specified in the summons unless QBE Malaysia claims team advise you otherwise;

  • During the court process you and your authorised driver MUST cooperate fully with QBE Malaysia's and/or their appointed solicitors, including appearing in court, providing witness testimonies, attending meetings and providing other information relevant to your defence.

  • You MUST understand that your failure to observe the above as required under your policy could prejudice your claim.

Any unexpected loss or damage to the contract works, to your plant, machinery or equipment, or a mechanical failure or breakdown of your machinery can have a significant impact on your business. In the event of an engineering claim, please contact your insurance agent or broker or the QBE claims team to discuss the situation and enquire about the process and procedures.

For material damage claim

  • Police report

  • Repair/replacement bill/quotation/delivery orders/stock records

  • Contract documents, including bill of quantities and scope of work, letter of award

  • Photographs of the damaged item(s)

  • Consultant's or internal report on the cause and extent of damage

  • Drawing or specifications relating to the damage

  • Police report (for theft case)

  • Claim form

For Third-Party Liability claim

  • Police report

  • Incident report

  • Repair bills/quotation for property damage claim

  • Photographs of the damaged item(s)

  • Consultant's report on the cause/ nature extent of damage

  • Medical report/Death certificate /post-mortem report (for fatality or injury-related claims)

  • Copy of registration card and insurance policy of excavator which caused the damage (if applicable)

  • Copy of contract agreement on the scope of work involved

  • Copy of the work order

  • Copy of letter of award from principal to main contractor

  • Copy of correspondence with relevant authorities prior to starting works

  • Copy of drawing showing the underground facilities prior to starting works (if applicable)

  • Copy of construction drawing pertaining to the excavation path of the road

  • Letter of demand of statement of claim with detail breakdown supported by invoices

  • Claim form

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims in the area of Commercial and Domestic Fire & Householder Insurance.

  • Submit to our Claims team a duly completed Claim Form, stamped and signed by Company/Insured.

  • Report immediately to police or Fire Brigade any incident relating to fire, malicious damage, burglary, robbery, or theft where applicable.

  • Provide the following information and documents for all incidents:

Building claim

  • Police report

  • Claim form

  • Fire Brigade report (if applicable)

  • Proof of ownership (Land title , Tenancy Agreement)

  • Contractor’s quotation for repair

  • Construction drawings

Contents claim (Householder Claim)

  • Police report

  • Claim form

  • Fire Brigade report (if applicable)

  • List of affected contents

  • Proof of ownership, such as purchase invoices, shipping documents, payment receipts

  • Jewellery - dealers certificates

  • Replacement quotation

  • Technical report to substantial the cause of damage

  • Photographs of items before damage/loss, if any

  • Hire Purchase and other loan agreement, if applicable

For other kinds of claims under Packaged policies, please contact QBE Malaysia Claims team at claims@qbe.com.my, or advise your insurance agent or broker.

*Additional information may be required by QBE Malaysia for processing your claim

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims in the area of General Accident Insurance.

For the following classes:

Burglary, Fidelity, Golfers, Money, Plate Glass

Complete the Claim Form, duly stamped and signed by Company/Insured and submit the following information and documents:

  • Photographs of damaged items

  • Quotations for repairing/replacing damaged items, or purchase invoice of damaged items

  • A copy of police report in respect of the stolen items, including money

  • Documentary proof of loss (including monetary loss) such as petty cash vouchers, accounts statement

  • Any other documents that will help support the claim

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims in the area of General Liability.

Public/Product Liability

The Public / Product Liability provides cover for the costs of:

  • Investigation

  • Defence counsel

  • Compensation awarded by the courts

Our QBE Liability Risks team is a group of highly knowledgeable and experienced professionals, who take pride in providing extremely high standards of claims management service to both insurance advisers and clients. They offer many years of experience in liability underwriting and claims management for local, regional and global companies.

If you have a liability insurance policy with QBE and believe that an incident may give rise to a claim under your policy, please contact your insurance adviser as soon as possible to discuss the situation and the next steps that you will need to take to report the claim.

Do not admit liability, rather refer all correspondence to us for our response. Also, you must complete the Claim Form, duly stamped and signed by Company/Insured and submit it along with the following documents:

  • Police report, if available/applicable

  • Witness statements, if available/applicable

  • Compensation awarded by the courts

  • All third-party correspondence, such as letter of demand or Writ of Summons

  • Photographic evidence and/or any other evidence which may assist in the defence of the claim

This section provides information on the steps required and the documents needed when you submit a claim to QBE Malaysia in the area of Marine Insurance.

Claims Process

Please contact or notify QBE claims team and/or the settling agent named in the policy immediately. You will be guided on all the initial steps to be taken.

The information and documents required are as follows for the following type of Marine claims:

Cargo Claims

  • Contact the settling agent named in the insurance policy or certificate to conduct a survey

  • File a claim in writing to the carriers, forwarders, bailees or other concerned parties for any missing or damaged packages

  • Take reasonable measures to avert or minimise loss to the remaining cargo

  • Take proper care of the damaged cargo and keep any salvage

  • Provide the following documents without delay:

    1. Original policy or certificate of insurance

    2. Original or copy of the shipping invoices, together with shipping specification and/or weight notes

    3. Original bill of lading and/or other contract of carriage

    4. Survey report or other documentary evidence to show the extent of the loss or damage

    5. Loading account and weight notes at final destination

    6. Correspondence exchanged with the Carriers and other Parties regarding their liability for the loss or damage

Hull Claims

  • Report the accident to the port authorities, when appropriate

  • Do not negotiate, settle, or admit any liability to a third party, and do not waive any right against any other parties

  • Safely berth the vessel for inspection and/or investigation

  • Provide the following documents without delay:

    1. Sea Note of Protest and/or Statement of Fact issued by Master

    2. Ship Particular

    3. Deck Log Book

    4. Engine Log Book

    5. Classification Certificate (Hull) (including visa overleaf)

    6. Classification Certificate (Machinery) (including visa overleaf)

    7. Loadline Certificate

    8. International Tonnage Certificate

    9. Certificate of Nationality

    10. Cargo Ship Safety Equipment Certificate

    11. Cargo Ship Safety Construction Certificate

    12. Cargo Ship Safety Radio CertificateShip

    13. International Oil Pollution Prevention Certificate

    14. Latest Competency Certificate of Master, Chief Officer and Chief Engineer

    15. Sailing Permit from the Latest Port

    16. Latest Docking Report

    17. Latest Crew List

    18. Photographs of damages

    19. Quotation/Invoices from ship repairer(s)

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims in the area of Personal Accident and Health Insurance.

  • Submit to our Claims team a duly completed Claim Form, stamped and signed by the Company or the Insured

  • Report immediately to police any incident relating to the accident.

  • Please provide the following information and documents:

    1. Police report

    2. Claim Form

    3. Witnesses’ statements

    4. Particulars of Assured, such as NRIC, passport, work permit

    5. Medical report

    6. Medical bills or invoices (original only)

    7. Burial certificate/post-mortem report, where applicable

    8. Death certificate, when applicable

    9. Letter of administration, if there is no nomination

    10. Pay roll or employment record (for Group PA)

For this claim

  • Personal Accident Claim Form

  • TravelOn

  • Discharge Medical Report Form

Property Damage Claim

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims for motor property damage claims. This is applicable to your own damage claim as well as to claims submitted by third-party vehicle owners against you:

  • Submit to our Claims team a duly completed Claim Form, stamped and signed
  • Report immediately to police any incident relating to fire, malicious damage, burglary, robbery, or theft where applicable
  • In the event of an Own Damage claim under the Private Car Comprehensive Policy, please report non-injury accident at any of our Motor Panel Repairers with your vehicle within 24 hours from the time of accident.
    1. For collision damage, you are strictly required to carry out the repair of the damaged vehicle only at our Motor Panel Repairers
    2. For Windscreen Damage claim, you are strictly required to carry out repair or replacement of the damaged windscreen or window glass at our Windscreen Panel Repairers or Motor Panel Repairers.
  • Call any of our Motor Panel Repairers or QBE Auto Assist Centre at 1-800-888 723 for towing assistance if necessary, towing service is ONLY applicable for:
    1. Insured with Comprehensive Cover
    2. Insured with third-party cover, who is NOT at fault in the accident
  • For all incidents provide the following information and documents:

Claims Process

The information and documents required are as follows:

Duly complete Claim Form, in which a clear sketch of the accident is to be provided at our authorised workshops

File a Traffic Police Report (for accidents involving injury, government property, foreign registered vehicle, and hit and run cases only)

Insured is to have the following documents ready when reporting to QBE Malaysia

    1. Certificate of Insurance

    2. Driver's licence of the driver involved in the accident

  • When the accident involves a third party, where possible, obtain the following information or 'third-party particulars':
    1. Vehicle number
    2. Name/NRIC no./address/contact number of driver
    3. Insurance company of the third party vehicle
    4. Name/NRIC no./address/contact number(s) of witness(es) and witness statement, if available
    5. Photographic images revealing damage to own vehicle and that of third party
    6. Photographic images of the accident scene, where available

Our authorised workshops will be able to assist our Insured to formulate a property damage claim against the third party, provided the latter is NOT to be blamed over the accident and where available evidence is clearly in his or her favour.

This section provides information on the steps required and the documents needed for submission to the QBE claims team when you lodge claims in the area of Specialist Risk Insurance.

As the legal and regulatory environments place increased levels of compliance on organisations today, the risks in this area keep getting more complex and now cover more countries. This can result in increased liability risks and exposures, both in terms of size and number.

The ability of your policy to respond to such financial exposure is important. Equally as important is the specialist expertise that will be applied to managing your claim locally, regionally and internationally.

The evolving litigious nature of the business world today also means claims are becoming more complex, leading to an escalation of defence costs.

The Professional Liability policy will cover the for the costs (incurred with QBE's consent) of:

  • Investigation

  • Defence counsel

  • Damages awarded by the courts

Claims Process

It is vital that you do not admit liability prior to our written consent but refer all correspondence to us for our response. QBE claims team will discuss the situation with you and the next steps you will need to report the claim.

For this claim

  • Directors and Officers Claims form

  • Malpractice Insurance Claim Form

  • Professional Indemnity Insurance Claim Form

For Trade Credit Claims, please contact QBE claims team when you lodge claims in the area of specific to Trade Credit & Surety Insurance.

  • Submit to our Claims team a duly completed Claim Form, stamped and signed by the Company/Insured

  • Report immediately to police any incident relating to the claim

  • Please provide the following information and documents:

    1. Police report

    2. Personal particulars of workmen, such as NRIC, passport, work permit

    3. Employment records

    4. Wages records of injured workmen

    5. Wages records of all workers under the affected category

    6. Medical report/post-mortem report/specialist report

    7. Medical bills and other expenses record for seeking medical treatment

    8. Burial certificate, where applicable

    9. Witnesses’ statements

    10. Report to Labour Department (FWCS only)

    11. Labour Department assessment of compensation (FWCS only)

    12. Details of dependants

    For this claim

  • Workmen's Compensation Claims Form

Claims Team

Head of Claims

Sunther Kuppan

+60 3 7861 8779

sunther.kuppan@qbe.com.my

Non-Motor & Marine Claims Manager

Terence Chu

+60 3 7861 8662

terence.chu@qbe.com.my

Special Investigations Unit and Broking Claims Manager

Jane Huang

+60 3 7861 8753

jane.huang@qbe.com.my

Broking Claims

Thilaga Radha Krishnan

+60 3 7861 8631

thilaga.krishnan@qbe.com.my

Marine Claims

Mariyamah Ramachandran

+60 3 7861 8790

mariyamah.ramachandran@qbe.com.my

Accident & Health Claims

Celine Toh

+60 3 7861 8623

celine.toh@qbe.com.my

Non-motor Claims

Justin Joseph

+60 3 7861 8708

justin.joseph@qbe.com.my

Coinsurance/Reinsurance Claims

Nurul Syafinaz Hanafi

+60 3 7861 8626

syafinaz.hanafi@qbe.com.my

Motor & Liability Manager

Jaspal Singh

+60 3 7861 8713

jaspal.singh@qbe.com.my

Motor – OD & Theft Claims

Alan Sze

+60 3 7861 8720

alan.sze@qbe.com.my

Motor Third Party Bodily Injury Claims & Non Motor Liability Claims

Tisha Yogaraj

+60 3 7861 8563

tishankry.yogaraj@qbe.com.my

Motor – Third Party Property Damage & Windscreen Claims

Mohd Nor bin Ismail

+60 3 7861 8721

mohdnor.ismail@qbe.com.my

Claims Department facsimile number: +60 3 78737430
Email address: claims@qbe.com.my

You can submit the completed forms and supporting documents to us via your agents/panel workshop/brokers. Or you may also submit the documents directly to us.