FAQs
Get your answers to the most commonly asked questions.
Motor Insurance
Travel Insurance
Personal Accident Insurance
Motor Insurance
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Motor Insurance
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Travel Insurance
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Personal Accident Insurance
Who can apply for car insurance?
Owners of private or company cars are eligible.
What is the age limit?
Car owners who own a valid driving license issued by Road Transport Department (JPJ).
Why do I need car insurance?
In accordance with Malaysia’s Road Transport Act 1987, all cars on the road need to be insured.
Which car insurance policy should I purchase?
Currently, you may only purchase a comprehensive car insurance policy (also known as a first-party policy) on RHB Insurance Online and Mobile App which provide the following coverage:
- Death or injury to other parties
- Damage to other parties’ property
- Loss/damage to your car due to theft or fire
- Damage to your car due to an accident
If you wish to purchase another type of car insurance coverage (i.e Third Party, Third Party Fire and Theft), you can contact us through the following channels:
- Meet our authorised intermediary (i.e Agent, General Insurance Specialist)
- Visit any of our RHB Insurance and Bank branches, click here for more detail
- Call 1300 220 007
- WhatsApp +6012 6031978
- Email us at rhbi.general@rhbgroup.com
Can I purchase car insurance on behalf of my family member or friend?
Yes, as long as you have all their details.
When will my car insurance take effect?
Car policies follow a “cash before cover” principle. This means that premiums must be fully paid before an insurance cover can take effect.
How early can I renew my car insurance?
You may renew no earlier than 2 months from your next renewal date. Please note that RHB’s car insurance quote is valid for 30 days only.
How do I transfer my No Claim Discount (NCD) from my current insurer to RHB Insurance?
Your NCD will automatically be transferred from your current car insurer to RHB Insurance when you renew your car insurance with us.
I bought a new car and sold my old car, can I transfer my NCD from the old car to the new one?
Yes, under the condition that no fault claims have been incurred during the current policy period. You will need to inform your existing insurer to cancel the policy for the old car and your NCD can be transferred to your new car insurance.
Can I transfer my NCD to a new policy mid-term?
Yes, under the condition that no claims have been incurred during the current policy period.
What happens to my insurance if I sell my car?
You may cancel your car insurance and request a premium refund as per policy wording.
I have a few cars under my NRIC, how does the NCD work for each car?
NCD is tagged to your NRIC, car number, and chassis number. Each car carries its own NCD and is entitled to up to a 55% discount if no claims were made for one full year.
Who should I contact if I need roadside assistance if my car breakdown or I get into a car accident?
You can contact us through the following channels:
- Web portal: Click on the “Emergency assistance” button on https://rhbinsurance.com.my/ or on RHB Insurance mobile app. Alternatively, click here
- Call our RHB Roadside Assistance hotline: 1300 880 881
What are the key benefits of RHB Private Car Insurance?
RHB Private Car Insurance provides insurance against liabilities to other parties for injury or death, damage to other parties’ property and accidental or fire damage to your car or theft of your car. Our key benefits include:
- Instant 10% rebate via online and mobile application
- Enjoy up to 40% discount on car insurance premium with Motor Saver
- Free 24/7 emergency roadside assistance
- Immediate claim payouts of up to RM10,000 for unexpected natural disaster, click here for more information
- Option for car insurance excess to reduce the premium
- Option for an agreed value upon loss/damage of your car
Can I choose my own insured amount instead of the recommended insured amount?
Yes, you can. However, to avoid under or over-insuring your car, you are advised to choose our recommended amount.
What will happen if I under-insure?
If the sum insured of your car is less than the market value (under-insured) at the time of the loss, we will apply the Average Clause which means we will only bear part of the loss in proportion to the difference between the market value and the sum insured as per the formula below:
The balance will be borne by you. This will only apply if the under-insurance amount is more than 10% of the market value.
Sample illustration:
Market value upon purchase in 2020: RM80,000
Under-insured for RM60,000
Market value upon damage/loss in 2022: RM70,000
Cost of damage/loss: RM10,000
Average Clause amount
You need to bear the balance of RM571
How is the sum insured of my car determined?
Our market value is based on Market Valuation System approved by Persatuan Insurans Am Malaysia (PIAM).
How do I add optional benefits or additional coverage?
You may select the following add-ons with additional premium during quotation:
- Windscreen damage
- Car damage due to flood, windstorm, landslide and other natural disasters
- Car damage due to malicious intent, riot, strike and civil commotion
- Personal accident and medical benefits for driver and/or passengers
- Liability to passenger
- Liability to third party caused by passenger
Note: This is subject to agreement by your insurers and will incur an addition premium. The list of add-ons may be amended from time to time.
Can I add another driver’s name under my existing car insurance policy?
Yes. An individual car policy may include a named driver by paying an additional premium of RM10 for the 3rd named driver and above. You may also choose the unnamed driver extension coverage with an additional premium of RM25.
Can I get a discount for being a safe driver?
Yes, you may be entitled up to 55% NCD as set by PIAM.
What factors can affect my premium?
After de-tariffication, risk-based pricing system has been implemented. This means that premium calculation is not based on capacity and sum insured, but it takes into account other rating factors such as location, car models, etc. to generate the premium.
What are some of the key terms and conditions that I should be aware of?
Car policies follow a “cash before cover” principle. This means that premiums must be fully paid before an insurance cover can take effect.
How do I make a claim?
- If the accident was your fault, make an Own Damage (OD) claims
- If the accident was not your fault, make an Own Damage Knock-for-Knock (ODKFK) claim (instead of making a third-party claim)
- If your windscreen is broken, make a Windscreen claims
Follow the steps below:
- Send your car to panel repairer and hand over the relevant claim documents
- Panel repairer shall notify insurance company within 7 days of the accident
Alternatively, you may submit your claim through the RHB CLAIMS PORTAL. You may refer to the guide here.
What are the documents required for filing a claim?
For Own Damage (OD) claims, the required documents for filing a claim are listed below:
- Completed claim form
- Original copy of police report
- Copy of driver's and policyholder's identity card and driving licence
- Copy of car ownership certificate
- Photos of the accident scene and damages to the car
For Own Damage Knock-for-knock (ODKFK) claims, the required documents for filing a claim are listed below:
- Completed claim form
- Original copy of police report
- Copy of driver's and policyholder's identity card and driving licence
- Copy of car ownership certificate
- Photos of the accident scene and damages to the car
- Complete set of police documents (third party police report, police outcome, police sketch plan & keys)
For windscreen claims, the required documents are listed here.
Usually the panel repairer will assist to obtain full set of police documents.
How do I check the status of my claims?
To check the status of your claims, contact us at 1300 220 007 or notify us through the RHB CLAIMS PORTAL.
How long does it take to process a claims?
The processing time for Own Damage claims is as follows:
- Claim offer: Within 7 working days upon receiving completed documents.
- Claim settlement: Within 8 working days upon receiving completed payment documents.
Note: Depending on the type of claim, the claims process duration may vary.
Will my NCD be affected if I make a claim?
Your NCD will only be affected if you are claiming due to an accident at your own fault.
I have submitted a windscreen claim, will it affect my NCD?
Yes, if you do not have an extended coverage for your windscreen. It’s advised to add-on Windscreen coverage when purchasing your insurance.
Is it worth claiming on car insurance for a dent?
This depends on the cost of repair. If the repair cost is less than your car insurance deductible, you are advised to pay out-of-pocket because this claim may affect your NCD.
What are the coverage exclusion for this plan?
You may refer to our exclusions listing in the policy wording for full details.
Are the premium rates fixed?
The rates may change in the future and you will be notified at least 30 days before any changes occur. The new rate will only be effective on your policy anniversary date.
How would I know the status of my purchase?
Upon successful payment, you’ll receive your policy schedule via registered email or via your intermediary.
How do I cancel my policy and can I get a refund for the premium paid?
You may cancel the policy anytime by contacting us at 1300 220 007 or providing a written notice 14 days in advance. The cancellation becomes effective on the date we receive the notice or the date specified in the notice, whichever is earlier. You are entitled to a partial refund of the premium provided that you have not made a claim on the policy.
What is RHB 0% Smart Instalment Payment Plan (IPP) programme?
IPP is a repayment plan offered exclusively for RHB Insurance customers who purchase their policies using an RHB credit card. This plan allows you to convert your insurance premium into a 0% instalment plan. The amount shall include the stamp duty and service tax.
| Yearly Premium (RM) | Eligible Instalment Plan / Tenure |
|---|---|
| Minimum of RM500 | 6 months |
| Minimum of 1,000 and above | 6 months or 12 months |
What is the criteria to be eligible to sign up for IPP?
This programme is only opened for eligible RHB credit cards only, i.e. all Principal & Supplementary card members of any RHB Credit Card and RHB Business Credit Cards. RHB Purchasing Charge Card, RHB Corporate Credit Card and RHB Corporate Charge Card are excluded from the Plan. You may refer to RHB Bank’s IPP programme for full terms and conditions. Click here for more details.
Which products are available for IPP?
You may apply IPP for your car insurance.
Is there any limit to the number of IPP sign up per person?
No, there is no limit to the number of IPP sign up per person as long as the policy meets IPP’s criteria stated above and with good account standing with an available credit limit. You may refer to RHB Bank’s IPP programme for full terms and conditions. Click here for more details.
Upon signing up, do I get charged for the 1st instalment or full payment?
Upon signing up, the total IPP amount will be charged to your RHB Credit Card account and applied against the available credit limit. Hence, you need to ensure that there is sufficient credit limit available before applying. Once the purchase is converted into an IPP, you will be responsible for servicing the monthly instalment payments.
Can I sign up for IPP after my purchase?
No, you can only sign up for IPP during your purchase.
How do I sign up for IPP?
You may select your desired instalment plan/tenure to convert the purchase into instalment payment at the payment stage to enjoy this benefit. Example of the conversion and payment structure is listed in the table below:
| Eligible Products | Yearly Premium (RM) | Eligible Instalment Plan / Tenure | Monthly Instalment (RM) |
|---|---|---|---|
| Car Insurance | 3,000 | 12 months | 250 per month x 12 months |
Note: The above Monthly Instalment payment amount is for illustration purpose only.
Where can I check my IPP instalment amount?
Your instalment amount will be reflected in your monthly RHB credit card statement.
Are there any additional fees for IPP?
There are no additional fees charged for IPP.
Can I cancel my IPP and what’s the procedure and charges?
Do note that there is no cancellation of IPP upon signing up.
If I need to cancel my policy, will my IPP be automatically cancelled?
For cancellation of policy, you are entitled to a partial refund of the premium provided that you have not made a claim on the policy. We will issue you a refund endorsement and payment voucher. However, you will still need to continue the IPP’s tenure with RHB until the end of your selected instalment plan/tenure.
Who should I contact for enquiry about IPP?
You can contact us through the following channels:
- Email: rhbi.general@rhbgroup.com
- Call: 1300 220 007
- WhatsApp: +6012 6031978
- Walk in: Customer Relationship Centre or RHB Insurance branches, click here for more details
Who can apply for travel insurance?
All Malaysians, permanent residents in Malaysia, holders of valid working permits/dependent passes in Malaysia and passengers departing from Malaysia may apply.
What is the age limit?
Insured adults must be between 19 and 80 years old (both ages inclusive). Dependent children must be between 30 days and 19 years old (both ages inclusive), or up to 23 years if they are still studying, unmarried and not gainfully employed.
If I’m travelling to a few countries, will my travel insurance policy cover all destinations?
This policy will provide coverage for all the countries/regions that are listed in our Product Disclosure Sheet. Please ensure to key in all the countries you will be visiting during your trip upon purchase.
Can I purchase the travel insurance policy if I am currently travelling overseas without travel insurance?
No, you need to purchase the insurance before your departure and it’s essential that your departure country must be from Malaysia.
If I’m travelling next week, is it too late to purchase the travel insurance policy?
You are advised to purchase the policy at least 3 days before your departure date. Policies purchased less than 3 days prior to date of departure will not include trip cancellation and postponement benefits.
What is the maximum day for Period of Cover?
- Travel Protector Plus (One-Way Trip)- the maximum length of each insured trip is 90 consecutive days. Any subsequent trip or holiday, which commences after your return to Malaysia, is not covered.
- Travel Protector Plus (Overseas Trip) – the maximum length for each insured trip is 185 consecutive days from the commencement of travel.
Do I need to bring along the physical insurance document when I travel?
No, you do not have to. An e-Travel card will be sent to you via your registered email for convenience.
Who should I contact if I need Travel Assistance?
You may contact our 24/7 Worldwide Travel Assistance Hotline: 03-7965 3833 in the event of a travel emergency. This may include arrangements for Medical Expenses Incurred during hospitalization, Emergency Medical Evacuation, Emergency Repatriation and Interpreter Referral arrangements in foreign countries.
How can I nominate a beneficiary and is it compulsory for me to nominate a beneficiary?
You are advised to make a nomination for your policy. Please download and email the Nomination Form to our Customer Relationship Centre at rhbi.general@rhbgroup.com.
What are the key benefits of Travel Protector Plus Insurance?
Our comprehensive travel insurance protects you against the costs and risks of traveling locally or internationally. Our key benefits include:
- Instant 25% rebate via online and mobile application
- Medical Expenses up to RM500,000 (including overseas COVID-19 coverage)
- Luggage damage, up to RM10,000
- 24-hour travel and medical assistance worldwide
- Covers individual and spouse at a discounted premium
- Accidental death and permanent disablement, up to RM300,000
- Emergency evacuation and repatriation, up to RM3 million
When does my coverage for the overseas trip begin?
The coverage for overseas travel begins 24 hours prior to the insured person's departure from Malaysia. The coverage will end on the earliest of the following events:
- Completion of 185 consecutive days from the start of the trip
- Expiry date of the insurance policy
- 24 hours from the time of arrival back to Malaysia
- Date of emergency medical evacuation or repatriation of mortal remains back to Malaysia
- Any subsequent trip or holiday that begins after your return to your home is not covered
Are extreme sports and adventure activities such as winter sports and scuba diving covered?
The policy excludes hazardous adventure activities such as ice-hockey, polo-playing, steeple-chasing, yachting, water-ski jumping, under-water activities exceeding 50 metres, using woodworking machinery driven by mechanical power, racing (other than on foot), pace-making or participating in any speed-test, reliability or other speed trials, and hang-gliding and hiking tour in a remote area unless with a licensed guide (not more than 4,000 metres above sea level).
Is the benefit payable by per incident or per trip?
Sum insured listed in the schedule of benefits is payable based on per incident.
Does the policy cover any hospitalisation or bodily injuries due to terrorism attacks during my trip?
Yes, with the exception that you are not directly participating in acts of terrorism.
Does this policy cover medical expenses abroad?
Yes, we provide medical expenses of up to RM500,000 (including overseas COVID-19 medical expenses).
Can I buy a travel insurance policy for my son who’s travelling alone?
Yes, you may. Fill in the proposal form for your child who is below 19 years old or up to 23 years old if your child is still studying whereby the parents would be the proposer/policyholder and your child will be the insured person to receive the benefit under this insurance plan.
What happens if I need to cut my trip short due to an unexpected event back home? What is my coverage?
If you need to end your trip early due to injury, illness, or death of a family member in Malaysia, you may be eligible for coverage. You can receive a refund for the part of your trip that you didn't utilise, based on the number of days unutilised. The refund for accommodation will be calculated for each day you missed. You may also get a partial refund for your travel expenses incurred if you can't use your return ticket and you're not claiming those expenses under other sections of the policy.
Can I claim for a stolen baggage if I left it unattended?
We will not pay for loss or damage to personal luggage while away from your journey accommodation unless it is at all times attended by you.
What should I do if I suffer monetary loss whilst abroad?
Should you suffer from monetary loss while you're abroad, there are certain steps you should take. First, make sure you take reasonable precautions to keep your money safe. If you experience a loss, you need to report it to the police within 24 hours of discovering the loss. It's important to note that if you're eligible for a refund or reimbursement from another source or if you have other insurance that covers the same events mentioned in this section, our liability will only cover the amount that exceeds what you can recover from those other sources.
Will I be covered if my belongings are pick-pocketed while traveling overseas?
If your belongings are pick-pocketed while you're traveling overseas, here's what our coverage includes: We will reimburse you for reasonable additional costs related to accommodation, travel expenses, and communication expenses that are necessary for obtaining replacements for your lost passport, visa, or travel documents during your trip. However, there are certain conditions to keep in mind:
- You need to exercise reasonable care for the safety of your belongings.
- You must report the loss to the police within 24 hours of discovering it.
Our coverage does not apply if the loss is due to:
- Leaving your passport and travel documents unattended in a public place or failing to take necessary precautions to safeguard them
- Losing your passport and travel documents while they were in a suitcase that was out of your control during transit
- Leaving your passport and travel documents unattended in a public place or in your suit/jacket while they were out of your control during transit
- Damage to your passport and travel documents while they were in the custody of an airline or other carrier, unless immediately reported and a property irregularity report obtained (in the case of an airline)
- Additional expenses incurred for replacing lost passports and travel documents in your home country
- Unexplained disappearances
Can I buy travel insurance for working holiday in New Zealand or Australia?
Yes. The insurance coverage applies to overseas travel or trips undertaken by an insured person during the period of insurance, which includes both leisure and business travel purposes.
Do you provide flight and accommodation refunds if I’m unable to travel?
In case you are unable to travel, we do offer refunds for flights and accommodation under the following circumstances:
- If the unfortunate circumstance arises where your trip must be cancelled due to the passing of yourself or an immediate family member.
- In the event that your trip must be cancelled because you or an immediate family member admitted to hospital due to a bodily injury or severe illness.
- If your residence is rendered uninhabitable by unforeseen natural events such as fire, storm, flood, earthquake, hurricane, tornado, or similar occurrences, leading to the necessary cancellation of your trip.
What should I do if the airline loses my baggage?
If the airline loses your baggage, it's important to report the loss to the authorities or the airline that operated your flight immediately, within 24 hours of discovering the loss.
For detailed information regarding the process and coverage, please refer to the policy wording under the section titled “Personal Luggage and Personal Effects.”
By reporting the loss promptly and referring to the specific details outlined in the policy wording, you can initiate the necessary procedures to address the issue of your lost baggage.
What are some of the key terms and conditions that I should be aware of?
You may refer to our exclusions listing in the policy wording for full details.
Can I buy travel insurance if I have pre-existing illness?
If you have a pre-existing illness, please note that the travel insurance policy excludes coverage for such conditions. The policy defines pre-existing conditions as any condition that you were reasonably aware of in the twelve (12) months before the policy's effective date.
Reasonable knowledge of a pre-existing condition includes the following scenarios:
- You have received or are currently receiving medical treatment, diagnosis, consultation, or prescribed drugs for the condition.
- A physician has recommended medical advice, diagnosis, care, or treatment for the condition.
- Clear and distinct symptoms of the condition are or were evident, or its existence would have been apparent to a reasonable person in the circumstances.
In summary, if you have a pre-existing illness that falls within these criteria, it would not be covered by the travel insurance policy.
Does Travel Protector Plus cover medical expenses for COVID-19?
Yes, if you’re hospitalised while abroad.
Are one-way trips eligible for medical expenses coverage due to COVID-19?
No, only return trips are eligible.
Do I need to do a COVID-19 test before my trip and can I claim for it?
It depends on the requirements set by the authorities of the country you’re visiting. However, please note that we do not cover the cost of COVID-19 tests.
Will my overseas quarantine cost be covered if I contract COVID-19 during my trip?
We will not pay for any loss resulting directly and indirectly from contagious disease that is declared as epidemic or pandemic issued by the World Health Organization (except for Covid-19 medical expenses incurred while travelling overseas but excluding the costs of isolation, quarantine and Covid-19 test).
Can I claim trip cancellations if I am contracted with COVID-19 before departure?
If you contract COVID-19 before your departure and need to cancel your trip, we are unable to provide coverage for such losses. This exclusion applies to contagious diseases declared as epidemics or pandemics by the World Health Organization. However, you have the option to cancel your policy and receive a full refund of the premium paid. Kindly refer to the section on policy cancellation for further details.
What should I do next if I have to be admitted to a hospital due to COVID-19 during my trip?
If you need to be admitted to a hospital due to COVID-19 during your trip, you can file a claim for reimbursement under the medical expenses coverage. It is crucial to gather and keep all the necessary supporting documentation, including receipts, medical bills, and any other relevant documents. Please refer to the attached document for more information on the claims process and required documentation.
Can I purchase the travel insurance policy if I’m not vaccinated or partially vaccinated?
No, you must be fully vaccinated.
Can I use cashless admission for treatment due to COVID-19?
No, the coverage is on reimbursement basis only.
How do I make a claim?
To make a claim, please notify us as soon as you return from your trip. You can contact us through the following channels:
- Email: rhbi.general@rhbgroup.com
- Call: 1300 220 007
- Walk in: Customer Relationship Centre or RHB Insurance branches, click here for more details
- Claims portal: Click here. You may refer to the guide here.
What are the documents required for filing a claim?
The required documents for filing a claim are listed here.
How do I check the status of my claims?
To check the status of your claims, contact us at 1300 220 007 or notify us through the RHB CLAIMS PORTAL .
How long does it take to process a claim?
The processing time for claims is as follows:
- Claim offer: Within 7 working days upon receiving completed documents.
- Claim settlement: Within 8 working days upon receiving duly signed acceptance and e-payment details.
Note: Depending on the type of claim, the claims process duration may vary.
What are the coverage exclusion for this plan?
You may refer to our exclusions listing in the policy wording for full details.
Are the premium rates fixed?
The premium depends on the number of days of travel and the selected plan.
How will I know the status of my purchase?
Upon successful payment, you’ll receive your policy schedule via registered email or via your intermediary.
How do I cancel my policy and can I get a refund for the premium paid?
You may cancel the policy at anytime by contacting us at 1300 220 007 or with a written notice 14 days in advance. The cancellation is effective on the date we receive the notice or the date specified in the notice, whichever is earlier. The premium will not be refunded upon cancellation.
Who can apply for this policy?
All Malaysians and Permanent Residents aged from sixteen (16) up to sixty-five (65) years at the date of inclusion.
Do I need to undergo a pre-entry medical examination?
No, a pre-entry medical examination is not required.
When will my coverage be effective?
Your coverage will be effective upon the receipt of the Premium and approval by the Insurer.
Will my policy still cover me if I no longer reside in Malaysia?
Should you reside outside Malaysia for more than 6 consecutive months, the policy will cease to be in effect.
Does this plan pay in addition to any other insurance policy that I may have?
Yes, we will pay in addition to any other insurance policies you may have.
When am I entitled to claim Daily Hospital Cash Income?
You have to be admitted to the Government Hospital located in Malaysia as a registered patient for at least twelve (12) consecutive hours for treatment of bodily injury as a result of an accident.
Can I cancel my insurance policy?
Yes, you may terminate your insurance policy at any time by giving written notice to RHB Insurance without a refund of any premium.
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