Claim Process
At Zurich, we believe in making your claims process as easy and as hassle free as possible.
Claim Process
All that we ask in return is that you notify us immediately, or as soon as practically possible, of any potential claims so that we can assist you with your claim without delay.
General Insurance
Applicable for motor accident claim up to RM3,000. Just scan the QR code below or WhatsApp us, your claim will be approved within 1 hour.
Step 2
Send ‘Hi’ to initiate the chat via WhatsApp
Step 3
Upload required document(s) and your claim will be approved within 1 hour*
*Operating hours from 8:30AM to 5:15PM only
Step 4
Get your payment within 5 working days upon receipt of your acceptance of our offer
Step 1
Make a police report within 24 hours for the following types of claims*:
- Incidents where there is evidence of a criminal act
- Involving foreign workers’ compensation due to fatal/motor accidents, (loss of) money, personal accident or public liability
Step 2
Prepare all required supporting documents
Kindly note that the following list of required documents may not be exhaustive. You may talk to us regarding your claims by writing in to us.
Step 3
Kindly notify us through one of the following channels below:
- Submit your claim online or,
- Head over to any of our
Zurich General Insurance branches with completed claim form and other supporting documents or, - Talk to your respective servicing agent.
| CLASS OF INSURANCE | SUPPORTING DOCUMENTS REQUIRED |
| Burglary |
|
| Fire |
|
| Marine |
|
| Personal Accident | Injury or Permanent Disablement:
|
| Travel | |
| Foreign Workers' Compensation Scheme | Injury or Permanent Disablement: For accidents within working hours:
|
General Takaful
Applicable for motor accident claim up to RM3,000. Just scan the QR code below or WhatsApp us, your claim will be approved within 1 hour.
Step 2
Send ‘Hi’ to initiate the chat via WhatsApp
Step 3
Upload required document(s) and your claim will be approved within 1 hour*
*Operating hours from 8:30AM to 5:15PM only
Step 4
Get your payment within 5 working days upon receipt of your acceptance of our offer
Step 1
Make a police report within 24 hours for the following types of claims*:
- Incidents where there is evidence of a criminal act
- Involving foreign workers’ compensation due to fatal/motor accidents, (loss of) money, personal accident or public liability
Step 2
Prepare all required supporting documents
Kindly note that the following list of required documents may not be exhaustive. You may talk to us regarding your claims by writing in to us.
Step 3
Kindly notify us through one of the following channels below:
- Submit your claim online or,
- Head over to any of our
Zurich General Insurance branches with completed claim form and other supporting documents or, - Talk to your respective servicing agent.
| CLASS OF INSURANCE | SUPPORTING DOCUMENTS REQUIRED |
| Burglary |
|
| Fire |
|
| Marine |
|
| Personal Accident | Injury or Permanent Disablement:
|
| Travel | |
| Foreign Workers' Compensation Scheme |
Injury or Permanent Disablement: For accidents within working hours:
|
Life Insurance
Step 1
Prepare the required documents as stated below.
Step 2
Complete the required form(s) and get your attending doctor to complete the required Physician’s Statement form (if applicable).
Step 3
Kindly notify/ submit your claim via one of the following options:
- Complete the online form
- Your servicing agent
- Your nearest Zurich branch
A. Compulsory documents:
1. Claimant's Statement Form
2. CTC of Claimant’s NRIC / Passport / Residence card
3. Attending Physician’s Statement (Accident & Hospitalisation Claim) Form (for claim amount exceeding RM500 or certificate duration of less than 2 years from the Issue Date or Reinstatement Date, whichever is later)
4. CTC of Admission and Discharge Notes / Summary or Hospital Bills/Invoices
5. CTC of Histopathology Report (applicable for Female Illnesses claims i.e Fibroid, Ovarian Cyst etc)
6. CTC of Blood Test / Pap Smear / Mammogram / Abdomen / Pelvis Ultrasound Report (applicable for Annual Medical Check Up Allowance claim)
7. CTC of Child’s Birth Certificate (applicable for Newborn Allowance claim)
8. Original Bills and Receipts (applicable for reimbursement claims i.e Fibroid, Ovarian Cyst, Annual Medical Check Up etc that are under Maaster / Maax Wanita)
B. Additional documents (if any):
1. CTC of MRI, X-ray, CT Scan or other Radiology / Medical Reports
If you wish to talk to us regarding your claim and have any queries on the above, you may call us at 1-300-888-622 or write in to us.
Important Notes:
1. CTC - Certified True Copy
2. To facilitate the processing, please submit to us all required documents.
3. The copy of documents must be certified by Zurich Chief Agency Manager / Zurich Officer / Judge / Magistrate / Solicitors.
4. The list of required documents for Life Insurance Claims serves as a guideline for claims submission. The Company reserves the right to request for further information or documents if deemed necessary.
5. For Waiver of Premium claim (on Death / Critical Illness / Total and Permanent Disability), please refer to the required documents as listed under Death / Critical Illness / Total and Permanent Disability.
Family Takaful
Step 1
Prepare the required documents as stated below.
Step 2
Complete the required form(s) and get your attending doctor to complete the required Physician’s Statement form (if applicable).
Step 3
Kindly notify/ submit your claim via one of the following options:
- Complete the online form
- Your servicing agent
- Your nearest Zurich branch
1. Claimant’s Statement Form
2. CTC of Claimant’s NRIC / Passport / Residence card
3. Attending Physician’s Statement (Accident & Hospitalisation Claim) Form (for claim amount exceeding RM500 or certificate duration of less than 2 years from the Issue Date or Reinstatement Date, whichever is later)
4. CTC of Admission and Discharge Notes / Summary or Hospital Bills/Invoices
5. CTC of Histopathology Report (applicable for Female Illnesses claims i.e Fibroid, Ovarian Cyst etc)
6. CTC of Blood Test / Pap Smear / Mammogram / Abdomen / Pelvis Ultrasound Report (applicable for Annual Medical Check Up Allowance claim)
7. CTC of Child’s Birth Certificate (applicable for Newborn Allowance claim)
8. Original Bills and Receipts (applicable for reimbursement claims i.e Fibroid, Ovarian Cyst, Annual Medical Check Up etc that are under Maaster / Maax Wanita)
B. Additional documents (if any):
1. CTC of MRI, X-ray, CT Scan or other Radiology / Medical Reports
If you wish to talk to us regarding your claim and have any queries on the above, you may call us at 1-300-888-622 or write in to us.
Important Notes:
1. CTC - Certified True Copy
2. To facilitate the processing, please submit to us all required documents.
3. The copy of documents must be certified by Zurich Takaful Officer, Judge, Magistrate or Solicitors
4. The list of required documents for Family Takaful Claims serves as a guideline for claims submission. The Company reserves the right to request for further information or documents if deemed necessary.
5. For Waiver of Contribution claim (on Death / Critical Illness / Total and Permanent Disability), please refer to the required documents as listed under Death / Critical Illness / Total and Permanent Disability.
Download the claim form here: Download Forms
Notify Zurich as soon as practically possible to avoid delays. Generally, we request that you notify us of a claim within seven (7) days of the date of accident.
We will do our best to settle justified claims promptly through standardised procedures in our claims administration. Our claims process is dependent on the sufficiency of the documentation submitted by the claimant. Details of our claims management process are as follows:
Life Insurance and Family Takaful
| CLAIMS MANAGEMENT PROCESS | SERVICE EXCELLENCE STANDARD |
|---|---|
| Claims Notification | You will receive an acknowledgment within 7 working days from the receipt of your claims notification. We endeavour to ensure all claims notifications through servicing agents reach us within 3 working days from the date of notification to the agent. |
| Submission of Claims Documents | You are advised to ensure that all the required documents are submitted to facilitate a smooth claims process. - List of Required Documents - Medical Claims - List of Required Documents - Individual Life Claims - List of Required Documents - Group Life Claims - List of Required Documents - Group Takaful Claims - List of Required Documents - Takaful Medical Claims - List of Required Documents - Individual Takaful Claims If the documentation or required information is incomplete, you will be informed of it within 14 working days from the acknowledgment of your claims notification.
|
| Claims Assessment | You will receive an update on the progress within 14 working days. Updates for complex claims cases will be provided every 14 working days thereafter until a resolution is reached. |
General Insurance and General Takaful
| CLAIMS MANAGEMENT PROCESS | SERVICE EXCELLENCE STANDARD |
|---|---|
| Claims Notification | You will receive an acknowledgment (a) within three (3) working days for motor claims, (b) within seven (7) working days for non-motor claims, from the receipt of your claims notification. We aim to make sure all claims reported to our agents are sent to us within 3 working days of you notifying them. For crime-related claims, you must report them to us within 24 hours of discovering the incident. We will notify you on the applicable key claims procedures such as the appointment of adjuster, claims assessment etc. as well as the assigned timelines for them. |
| Submission of Claims Documents | Make sure you send us all the documents we need. It’ll help facilitated a smooth claim process. You can find the list of documents needed for general claims on our Claims Process page. If anything’s missing, we’ll let you know within 5 working days of acknowledging your claim. |
| Claims Assessment | You will receive an update on the progress within 14 working days. Updates for complex claims cases will be provided every 14 working days thereafter until a resolution is reached. |
Note: Should policy / certificate holders feel dissatisfied with the insurance company in handling their dispute, you may contact FMOS for assistance. Refer to section Financial Markets Ombudsman Service.
To check the status of your claim, please contact your respective claim handler handling your case through email or call our Call Centre at 1-300-888-622 (within Malaysia) or +603-2109-7999 (outside Malaysia) (Mondays – Fridays: 8:30AM - 5:15PM excluding public holidays).
Generally, claim payment is processed within 3-5 working days once the claim offer has been accepted.
Please call our Call Centre at 1-300-888-622 (within Malaysia) or +603-2109-7999 (outside Malaysia) (Mondays – Fridays: 8:30AM - 5:15PM excluding public holidays). or check your MyZurichLife App for claim status updates.