• Report the loss to your Prestige RM consultant immediately and obtain a claim form
  • Submit the duly complete claim form with the necessary supporting documents.
  • We will acknowledge your notification of a claim within 1 – 2 working days.
  • Once the insurer agreed to settle your claim and upon receipt of all relevant documents, the payment will be processing within 3 – 4 working days.

The Dos

  • Obtain reports from the relevant parties or authorities (eg. airline, police, etc) as proof of loss.
  • Take immediate steps to prevent further damage or loss to the insured item(s) and act as a prudent uninsured.
  • Keep the damaged item(s) so that we may inspect it and/or collect the item(s) for salvage value.
  • Get written quotations for repairs/replacements for our approval.

The Don’ts

  • Do not discard, repair or replace any damaged item(s) without our consent.
  • Do not pay, offer payment, or admit responsibility for a claim by a third party.

Do not answer any correspondence concerning the claim from any parties or their lawyers. Instead, forward all such correspondence immediately to us.

How to file a medical claim

Please contact your Prestige RM consultant immediately with the following document,

For Private Hospital:

  • Original official final and itemized medical bill(s) (including but not limited to) Hospital Tax Invoices, attending physician bills, Pre & Post Hospital Tax Invoices, medical/specialist reports and settlement letter from other insurers if bill(s) partially paid

For Restructured Hospital:

  • Submit Inpatient Discharge Summary
  • Other supporting documents such as medical/specialist reports, settlement letter from other insurers if bill(s) partially paid

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

 

Other Frequently Asked Questions

  • Can I go to any physician or hospital I want?

Yes, subject to limits and benefits as set out in the policy.

  • What is the grace period to submit a claim?

Claims must be lodged within 30 days from date of occurrence. If the claim is submitted after 30 days, we will need valid reasons for delay in reporting.

  • Do you cover the cost of obtaining medical certificates needed to support the claim?

No. Prestige RM does not pay for any medical report(s) obtained from hospital/clinic/doctor. Proof of illness/injury will be at the expense of the insured/claimant.

  • Can I email Prestige RM the scanned documents instead?

No. The documents can be scanned and emailed to us for review however we will need the original copies to process the claim.

  • I am claiming from 2 insurance companies. What is the procedure?

Please indicate to your Prestige RM consultant that you are lodging a claim with another insurance company, with a copy of the settlement advice and tax invoices (subject to policy terms & conditions). The reimbursement should not exceed the total amount that you have incurred.

  • How much can I claim from my policy?

This depends on the benefit entitlement in your policy. Please refer to the Schedule of Benefits or your Prestige RM consultant.

  • I have multiple admissions in hospital. How do I submit the claim?

Each admission or surgery must be accompanied by a Medical Claim Form. Claim form is not required for follow-up visits with the same doctor/hospital.

  • What is a deductible/co-insurance?

The portion of costs for which insured person/claimant is responsible for. The deductible/co-insurance is applicable for each & every diagnosed medical condition for which a claim is made within any one policy year.

  • What is the minimum number of hours to be confined in hospital in order to lodge a claim?

For day surgery cases, there is no minimum number of hours to be eligible for a claim. However for non-surgical admissions, you can submit the claim for assessment when you are charged for a full day Room & Board.

  • When I utilize my Medisave account to pay for my treatment, how will my claim be reimbursed?

Payment made from a Medisave account will be refunded to the respective Medisave account accordingly.

How to file a travel claim

Please contact your Prestige RM consultant immediately with the following document,

  • Copy of e-Ticket and boarding pass or the relevant page(s) of the passport showing entry into or exit from the country of visit
  • Specific documents relevant to the nature of your claim e.g. Trip Cancelation, Overseas Medical Expenses, Travel Delay, Trip Curtailment–please refer to the Travel Claim Form for these documents

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

 

Other Frequently Asked Questions

  • Are photocopies of my original receipts/invoices acceptable for the purpose of processing my claim?

No. Original receipts/invoices are required in order to process the Travel claim.

  • I suffer from pre-existing medical conditions. Can I claim for related medical expenses incurred during the trip?

No. Policy excludes the following:

o   All forms of pre-existing medical conditions that have been diagnosed, received treatment or prescribed with drugs within 6 months preceding the trip

o   Any hospitalization within 12 months prior to commencement of the trip or for which you have prior knowledge before commencement of the trip

  • What should I do if I lose my personal belongings, money or travel documents during my trip?

If the loss arose because of robbery, burglary or theft, you should lodge a police report or report the loss to the local authority, within 24 hours after the incident.

What to do when car accident happens

The Dos

  • Stay calm and not be angry. Move to somewhere safe and check if anyone requires assistance.
  • Contact your Prestige RM consultant immediately.
  • Obtain details of third party and any witness(s) i.e. name, NRIC no., address, contact no., vehicle no. and name of third party’s insurer.
  • Take photos of accident scene. Where possible, show the extent of damage to each vehicle and positions of both vehicles. Keep any video clips showing how accident happens as proof of evidence.
  • Under the Motor Claims Framework introduced by the General Insurance Association (GIA), you are required to file a GIA report within 24 hours of the accident either through respective insurer Preferred Workshops or Approved Reporting Centres (ARC) regardless of whether you intend to claim on your own car policy or not, or whether your vehicle is damaged or not.

The Don’ts

  • Do not admit liability, sign any promissory note agreeing to pay for damages or allow any towing service to take your vehicle away.
  • Do not answer any correspondence concerning the claim from any parties or their lawyers. Instead, forward all such correspondence immediately to us.

 

When to make a police report

Do make a police report in the following situations:

  • Any party is conveyed by ambulance to hospital or given 3 days’ outpatient medical leave
  • Government or foreign registered vehicles are involved
  • Government property is damaged (e.g. lamp post, tree)
  • A cyclist or pedestrian is involved, whether injured or not
  • Vehicle is stolen or vandalized

 

In the event of a non-traffic accident (e.g. flood, fire or theft)

Please file a GIA report within 24 hours of the accident either through respective insurer Preferred Workshops or Approved Reporting Centres (ARC).

 

Other Frequently Asked Questions

  • Why do I have to lodge an accident claim report?

It is important for you to report within 24 hours so that we can handle your claim quickly without delay. It is a breach of policy condition for non-reporting and this may lead to repudiation of liability, which means that you do not get protection under your policy. In addition, any non-compliance of this policy condition will result in a loss of your No-Claim Discount (NCD) upon renewal of your policy.

  • If I have no intention of making any claim or my vehicle is not damaged, do I still have to report the accident?

You should make a report for record purpose.  If there is no claim submitted against you, your No-Claim Discount (NCD) will not be affected.

  • I received a Writ of Summons from the third party, what do I do?

Please contact your Prestige RM consultant immediately as there is a short timeline of 3 days for us to respond quickly with the appropriate action.

  • I have settled the claim with the third party, should I inform Prestige RM on details of the private settlement?

Yes, please furnish details of the private settlement to your Prestige RM consultant for recording purposes.

  • How do I make a third party claim against the other vehicle?

If you are involved in an accident but the third party is fully at fault, you may wish to claim against the other party for your losses. You can send your vehicle to the respective insurer Preferred Workshops. If the other party is fully at fault, the workshop will repair your vehicle and claim on your behalf.

  • Do I have to report all accidents to the Traffic Police?

In case of accident involving injuries, government vehicle, government property, a cyclist or pedestrian or a foreign vehicle, please reports the accident to the Traffic Police. Otherwise it is not necessary to report to the Traffic Police.

  • What is the claims procedure if I have an accident in Malaysia?

Please lodge a police report in Malaysia and contact your Prestige RM consultant.

  • What is third party policy excess?

In the event that there is a claim and a settlement under your policy, you will have to pay the third party policy excess subject to the policy terms and conditions.

How to file a claim

Please contact your Prestige RM consultant immediately with the following document,

 

Supporting documents required (Fire & Extraneous Perils | Plate Glass | Burglary | Contractor/Erection All Risks)?

  • Duly completed
  • Police report, wherever applicable
  • Photographs/Proof* of damaged items
  • Quotations, receipts and tax invoices of items claimed

*Please note the Insured should take reasonable precaution to mitigate the loss/damage as far as practicable (i.e. photographs, preserving evidence, segregating/removing non-damaged items).

Supporting documents required (Public Liability | Carrier’s & Warehousemen’s Liability | Fidelity Guarantee)?

  • Duly completed
  • Letter of Claim or Letter of Demand from third party
  • Photographs/Proof of items claimed
  • Quotations, original medical receipts and tax invoices of items claimed
  • Writ of Summons, if any

Please note the above list of documents is not exhaustive. Other documents may be requested if necessary.

 

Please note the Insured is not to admit any liability whatsoever to the third party and forward any/all third party correspondence(s) to your Prestige RM consultant.

 

Other Frequently Asked Questions

  • What should I do if an accident giving rise to a claim occurs?

Notify your Prestige RM consultant immediately.  Insurer will appoint independent adjusters to look into the matter, when necessary. However, it is also necessary of you to take immediate action to mitigate the loss by taking necessary measures to minimize and/or prevent further loss/damage.

  • When do I need to lodge a police report?

Please lodge a police report if your property is lost/damaged by theft/break-in or if a criminal malicious act is involved. Do take photos of the forced entry/break-in and submit together with the Claim Form, police report and other relevant documents.

  • What is excess/deductible under my policy?

That portion of costs that has to be borne by you for each claim made as specified in your policy.

  • What is basis of settlement?

If the policy is on indemnity basis, the claim amount payable is derived by taking into account depreciation and wear & tear. If the policy is on replacement value basis, the claim amount payable is new replacement value of the same form without depreciation or wear & tear.
If there is any improvement or betterment to the original property, deductions shall be made on the said replacement value to reflect such improvement or betterment.

  • What is under-insurance?

If the sum insured is less than the value of the insured property at the time of loss, the claim amount will be reduced in proportion to the under-insurance.

  • What should I do if an incident occur rise to a potential claim against me?

Notify your Prestige RM consultant immediately, followed by written claim submission (together with relevant documents). Insurer will appoint loss adjusters to look into the matter, when necessary.

  • What should I do if I receive a Writ of Summons?

Forward the Writ of Summons to Liberty Insurance immediately, indicate the date & time you received the same. A legal representative is required to enter appearance on your behalf within 8 days from the date it is served on you, to avoid any prejudice to your legal position.

  • Will the Public Liability policy pay for legal costs and expenses if a third party sues me?

Yes. The policy indemnifies you for all costs and expenses of litigation recoverable by the third party as well as legal costs and expenses (with our consent and if you are legally liable for accidental bodily injury to persons or accidental loss/damage to property and subject to terms & conditions of the policy).

  • Can I negotiate settlement with the third party?

No. Do not negotiate or make any admission, offer, promise or payment without the written consent of insurer in connection with the claim. Forward to us immediately upon receipt all correspondences received from the third party regards their claim against you/your servant/agent for our further handling.

  • What happens if I already compensated the third party without Liberty Insurance written consent?

Can I still seek reimbursement under my policy?
If you had already done so, you would have prejudiced your/our legal position. We may repudiate the claim as this constitutes a breach of policy condition. However you may submit to us the required documents for our consideration, subject to policy terms & conditions.

  • What does a Fidelity Guarantee policy cover?

This type of policy indemnifies you if you suffer direct pecuniary loss arising from any act or fraud or dishonesty committed by an employee covered under the policy.

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