Frequently Asked Questions

Motor Takaful is a protection plan that offers financial support in the event of loss and damage due to theft, accidents, fires, floods and more. Depending on the plan you choose, coverage is offered to your vehicle, the driver and/or its passengers and the driver and/or vehicle of the third party.

As per Takaful principles, you contribute a sum of money to a general takaful fund as a form of participative contribution (tabarru) and will be entitled to takaful benefits as expressed in the terms & conditions of the takaful certificate. Additionally, at the end of the financial year, you will be entitled to a share of the surplus in the fund (if any) in the event that your certificate is still in force and you did not make any claims within the said year.

While the end goals of insurance and takaful are similar (to provide financial coverage against unexpected risks such as accidents, theft, etc.), there are subtle but important differences between the two concepts.

Conventional insurance is based on commercial factors and governed by the Financial Services Act (FSA) 2013. All principles are in accordance with a purchase agreement, set by a company and accepted by the customer.

Takaful is a Shariah-compliant protection plan, governed by the Islamic Financial Services Act (IFSA) 2013 and all its relevant Shariah matters are governed by the Shariah Advisory Council (SAC) of Bank Negara Malaysia.

Unlike insurance, Takaful has two types of relationships. First is the relationship amongst the takaful participants, based on mutual cooperation for the purpose of mutual aid and assistance in case of need. Second is the relationship between the participants and the takaful operator, based on a wakalah (agency) contract in managing the general takaful fund.

For detailed information on the differences, click here.

Certificate holders cooperate among themselves for the common good. Every certificate holder pays a sum of contribution to help those who need assistance. Losses are divided and liabilities are shared according to the community pooling system. Takaful does not derive advantage at the cost of others and the uncertainty (gharar) is tolerable in a gratuitous (tabarru) contract.

For every claim there is a portion that you (the certificate holder) will be required to pay; as agreed in your certificate document - that amount is known as 'excess'. Normally, it is quoted as a fixed sum, or a percentage of the amount of each claim - depending on the terms of your certificate. The general rule is that the higher the excess amount, the lower the contribution or vice versa.

Voluntary excess refers to the excess amount stipulated in your certificate and is applicable in every claim. Compulsory excess refers to an additional excess amount that you (as the certificate holder) would be required to pay in the event of a claim; depending on specific circumstances of the authorised driver at the time of the accident. The details of the amount - applicable in each case - will be stipulated clearly in your certificate document.

Compulsory excess applies to the driver that might be:
1. Below 21 years of age
2. Holds an L license
3. Holds a full license for less than 2 years
4. All of the above

If your vehicle has been blacklisted for any reason, contact the Department of Road Transport (JPJ) and settle any outstanding fines/summons.

The MotorTakaful.com system will validate directly from the Road Transport Department (RTD) system; so that any incorrect information will be immediately flagged for your attention.

MotorTakaful.com will take between three to five minutes to process your subscription.

The only time you may submit for a claim without affecting your NCD is if there is irrefutable proof that the accident was not your fault.

Make sure that:

• You lodge a police report and ensure that everyone involved does the same as well.
• Fill in a MotorTakaful.com claim form.
• State in the police report that the third party was at fault.
• Gather all of the third party's details – name, address, IC, vehicle information and coverage details.

Claims without affecting your NCD is not applicable in the following situations:

• The accident involves a government-owned vehicle.
• The accident involves a diplomat vehicle or a foreigner's vehicle.
• The accident involves a motorcycle.
• The accident involves severe injuries or death.

For detailed information about your NCD, click here.

You will not lose your NCD if the other driver or a third party is at fault. The ultimate determination of the party at fault will be based on the evidence from the investigation by the police.

However, you will unfortunately, lose your NCD for any of the situations noted in the question above.

The length of time to finalize your claim is dependent on the completion of the investigation from the police and the certified independent adjuster (appointed by Etiqa General Takaful Berhad).

The total compensation value depends on either the market value, or sum covered (whichever is the lower) at the time of the report. For example: If the market value of your car is RM80,000, and the sum you have covered it for is RM70,000, then the total compensation value is RM70,000.

There are three (3) options depending on the nature of the accident:

1. Own Damage
You claim against your own certificate
Impact: You lose your NCD.

2. Third Party Claim
You make a claim against a third party insurance company/takaful operator
Impact: Your NCD will not be affected.
Eligibility: When it can be proven that the third party is at fault and if the vehicle involved is within the approved list of vehicles. i.e: Not a bus, taxi, motorcycle, diplomatic vehicle, vehicle belonging to a foreigner, or a government vehicle.

3. Own Damage - Knock for Knock
You make a claim exactly as in the case of a third party claim. We, as your takaful operator, will communicate with the third party's coverage company.
Impact: Your NCD will not be affected.

If you select a workshop from our panel list, you'll get:

• Better quality control on repairs.
• You're assured of genuine replacement parts.
• An extended warranty period of 6 months.
• Panel workshops have their own tow-trucks to provide a towing service.
• High standards of service and low likelihood of fraud.

Click here for our list of Panel Workshops.

If you are within Klang Valley, contact us to initiate a claims process. We will contact our specialized workshops to get in touch with you and make the necessary arrangements immediately.

Nope! If you go to one of our panel workshops, we will pay the workshop directly.

Easy! Just forward us the original bill and/or receipt from the workshop and include photographs of before and after the repair. Once we have received and verified your documents, we will reimburse you.

As we need proof to reimburse you, you will need to lodge a police report and give us the report details.

You are not required to produce any documents. We will deal with the workshop directly.

You will still be covered but with a lower claim value. For example, if your coverage sum is RM1,000, and the repair cost is RM250, you're still covered for RM750 until your certificate expires.

1. Check for your personal safety
2. Jot down details of the accident and any third party involved in the accident
3. Contact Etiqa at 1-800-88-6491 for roadside assistance
4. Make a police report within 24 hours
5. Contact 1-300-88-1007 to enquire about your claims process/status

It depends on the severity of your claim. For minor accidents, you can use e-Cleva, a video assisted service to help you sort your claims instantly. Just call 1-300-88-1007 and you will be directed to a video call where you can showcase the damage and receive your claims letter after the call.

For major accidents, visit our claims page here and follow the steps. You can submit your claim request and upload relevant documents via the online portal. Following this, you can use the same page to check on the status of your claim as well.

Please find the list of required documents on our claims page here.

Once you've applied for a MotorTakaful certificate, you will be able to find all the necessary details at Etiqa+. To download please click here. Alternatively, contact our Live Chat for personal assistance.

Everything you need! Got a flat tire? Call us at 1-300-88-1007 for 24-hour roadside assistance. This includes free labour up to 2 hours and free towing up to 200km.

Besides that, you would receive emergency medical assistance, vehicle repatriation and extended assistance to friends and family. For detailed information, visit our Roadside Assistance page here.

You can pay via online banking, Boost e-Wallet and credit or debit card. Cards that are accepted include Visa, MasterCard and Amex.

To confirm the status of your payment, please contact us via Live Chat. If you see a deduction in your account, you will be required to share the proof of transaction for us to rectify the issue, if any. However, if your payment was successfully captured, you will receive your takaful certificate via email within 24 hours.

It can take up to 24 hours to receive your certificate upon completion of your payment. Don't forget to check your spam folder too! If you do not receive the email, please contact us via Live Chat and we will resend your certificate.

Your certificate will be valid according to the coverage period you apply for. Once your transaction is complete and you receive your e-certificate, your coverage is valid.

If you would like to add-on additional benefits to your certificate, contact our team via Live Chat and we will help you sort it out. It may take a few days to enforce the update but it will be worth it!