FAQ

Motor Insurance

FatBerry- About Motor Insurance

This policy provides insurance against damage to your own vehicle and/or your liabilities to other parties such as injury or death and damage to other parties’ property because of a motor accident.

Insurance premiums will be based on risk characteristics. The greater the potential risk, the higher the premium. The lower the potential risk, the lower the premium.

This means the price of motor insurance will no longer be based on Motor Tariff (a set of fixed price list).

Liberalisation of Motor Insurance

The sum to be insured should be based on the market value of your car. Market Value represents the value of your car with an allowance for wear and tear and/or depreciation.

This policy does not cover certain losses such as:

  • Policyholder's death or bodily injury due to a motor accident;
  • Policyholder's liability against claims from passengers in your vehicle; and
  • Loss, damage or liability arising from an act of nature i.e. flood, storm or landslide.
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(Note: This list is non-exhaustive. Please refer to the policy contract for the full list of exclusions under this policy.)

No claim bonus is a special discount given for every claim-free year.

Most policies include an excess, which is the amount to be paid by the policyholder in the event of a claim. There's both a compulsory excess, imposed by the insurer, and a voluntary excess. The phrase 'total excess' combines these two factors and is the amount you pay in the event of a claim.

Loading is an additional amount that is built into the insurance cost. This amount is added to the premium to provide the cover for a ‘risky’ individual. Basically, loading covers the losses that arise from insuring an individual who is prone to a form of risk and the losses for that period are expected to be higher than anticipated.

The NCD quoted is different if there is a claim lodged or if there is an NCD withdrawal to transfer to another car requested by the insured. Alternatively, you can also check your current NCD rate via https://www.mycarinfo.com.my/NCDCheck/Online.

Travel Insurance

FatBerry- About Travel Insurance

Yes, both of you may purchase an individual plan each.

No, all coverage must be purchased before commencement of journey.

  • Insured Person must be a Malaysian or Malaysian Permanent Resident or valid work permit holder or valid employment pass holder or valid dependent pass holder or valid long-term social visit pass holder or valid student pass holder of at least eighteen (18) years of age on the Period of Insurance.
  • the Spouse must be a Malaysian or Malaysian Permanent Resident or valid work permit holder or valid employment pass holder or valid dependent pass holder or valid long-term social visit pass holder or valid student pass holder, at least eighteen (18) years of age on the Period of Insurance; and
  • the Child(ren), must be:-
    • a Malaysian or Malaysian Permanent Resident or valid dependent pass holder or valid student pass holder
    • at least thirty (30) days of age and not more than eighteen (18) years or below twenty-three (23) years if studying full-time in a recognized tertiary institution) on the Period of Insurance
    • unmarried
    • unemployed

No. However, please note that there are exclusions on pre-existing medical conditions. Please refer to Policy Wording for full details.

No, the policy does not cover any pregnancy-related issues other than accidental miscarriage due to bodily injury as a result of an accident.

The policy excludes prohibition or regulations by any government, and so any Travel Cancellation or Trip Change claims related to this cause.

You can purchase your insurance on the same day before departure. You will not be covered if you buy your travel insurance after you have departed.

Personal Accident Insurance

FatBerry- About Personal Accident Insurance

The conditions of each policy vary. For more details, download the Product Disclosure Sheet available in the More Info Section of your chosen product.

Yes, you are required to inform our FatBerry customer service at +603 9212 5707 regarding your address, occupation and personal pursuits which would affect your risk profile.

Under a PA policy, TPD is defined as a disability which prevents the insured from performing any work, occupation or profession. The insurer may have repudiated the claim because there is no evidence that the disability has prevented the insured from performing any type of work at all.

Your coverage will be effective upon the receipt of premium and approval by the insurer.

No, miscarriage benefit here is restricted to miscarriage because of a motor vehicle accident only.

This policy does not cover death or injury caused by the following events:

  • War
  • Suicide and insanity
  • Self-inflicted injury
  • Any form of disease, AIDS
  • Provoked murder or assault
  • Committing or attempting to commit any unlawful act

(Note: This list is non-exhaustive. Please refer to the policy for the full list of exclusions under this policy.)

You can call our FatBerry customer service at +603 9212 5707 or you can live chat with us.

General Enquiries

FatBerry- About General Enquiries

You can send us an email at customer.service@fatberry.com or you can live chat with our customer service with the chat button on your bottom right.

It is important that you inform us of any changes in your contact details to ensure all correspondence reach you in a timely manner. You can update your contact details though email at customer.service@fatberry.com.

If the details are incomplete, our FatBerry customer service will call you back to get the missing details and complete the transaction.

In the event of a car accident, you should call representative towing service as at Panel listing. It’s important that you make a police report within 24 hours. You can call our representative customer service to check your claim status at +603 9212 5707.

Your claim will be processed once the adjuster’s report and other relevant documents are received by Insurer. Therefore, it is important for you to notify us or insurer and give complete documents as soon as possible so they can process your claim without any delay.

Cancellation

FatBerry- About Cancellation

If you decide to sell your vehicle and buy a new one, you need to transfer your NCD to another vehicle. You can send us your details via email at customer.service@fatberry.com or you can live chat with our customer service.

Not all policies can be cancelled and refunded, kindly please check our Refund Policy for more details.

Claim Assist - Motor Claim

FatBerry- About Motor Claim

In the event of an accident, ensure that your vehicle is sent to your own Panel of Workshops ' or an authorized franchise repairer/dealer (car manufacturer service centre). A police report should be lodged within 24 hours. You are also required to notify us of the accident immediately whereupon we shall advise you of the procedures & furnish you with a claim form to be duly completed & returned to us together with all the other relevant documents requested.

If your vehicle is involved in a minor accident whereby you may not want to make a claim on your own policy but the accident involved third party property damage or third party bodily injury, please call your selected insurance company to make the notification.

Your claim will be processed once the adjuster's report and all the other relevant documents are received by the insurance company. There is no definite timeline for claim to be settled, it varies from case to case.

Preferably not, as this would mean the evidence or the cause of the damage may not be present anymore.

You may submit the completed forms and supporting documents to our FatBerry Customer service or directly to us.

A period of repair varies from one vehicle to another depending on:

  • The extent of the damage to the vehicle
  • The availability of the spare parts

You need to pay the amount of Excess under your policy, if applicable, but if your car is under-insured, you need to pay the proportionate difference.

Betterment is a scale imposed on vehicles aged 5 years and above when new franchise parts are used during a repair that was paid for by the insurance company.

The insured has to bear the betterment charges when the damaged old parts of the vehicle are replaced with new franchise parts. The application of betterment is based on the Scale of Betterment.

If the vehicle is recovered before the theft claim is settled, you will have options to either:

  • Withdraw the claim (if the vehicle is recovered in good condition)
  • Withdraw the claim and undertake to repair at your own expenses (if the vehicle sustained minor damage and you wish to retain your NCD entitlement)
  • Withdraw the Theft claim but pursue an Own Damage Claim (if the vehicle recovered sustained extensive damage or has missing parts)

Claim Assist - Travel Claim

FatBerry- About Travel Claim

Notify our FatBerry customer service at +603 9212 5707 or you can email us customer.service@fatberry.com immediately as soon as you have returned from abroad.

You will receive a checklist of compulsory document needed from FatBerry’s team via email. Please refer to claims checklist for all required supporting documents.

You can first pay for your medical bills when you are overseas and make your claims when you return to Malaysia. Do note that you will need the official doctor letter and receipt to make your claims.

Upon receipt of full documents, we will revert with claim decision within 5 working days. Once claim is approved, payment will be made within 3 working days depends on claim made.

Yes. It covers both accidental & sickness related medical expenses.

Please report to the airport authorities or your transport provider and keep a copy of the Property Irregularity Report to submit with your claim.

No extension is allowed after the commencement date.

You can call our customer service at +603 9212 5707 or you can drop us an email so that we can help and guide you.

Claim Assist - Personal Accident Claim

FatBerry- About Personal Accident Claim

Notify our FatBerry customer service at +603 9212 5707 or you can email us customer.service@fatberry.com, we will assist you on what documentation required upon claim.

Claims for medical expenses must always be supported with original bills/invoices. For the hospital income claims, you will only need to submit photocopies of the hospital bills indicating the dates of admission and discharge as evidence of the hospitalization period.

Some policies may state a specific period to notify of a claim. You are advised to study your policy for the terms and conditions.

In the event of an accident resulting in an injury to yourself, you can claim from both policies, subject to the benefits you have effected in each respective policy. However, it should be noted that for medical expenses, the original medical bills are required as this is on reimbursement basis. Hence, if you have been fully reimbursed under one policy, you will not receive any further reimbursement.

The death benefit is paid to the beneficiary nominated by the policy owner. In the case where no beneficiary is nominated, the death benefit will be paid to the legal representative of the deceased’s estate or alternatively to Amanah Raya Berhad (the corporatized government trustee) as provided by law.

Payment Assist

FatBerry- About Payment

Every successful transaction will be issued with an e-receipt. If there are any matters or doubts about this service, you may contact our customer service for assistance at +603 9212 5707.

FatBerry’s partnering ipay88 & Jompay as our payment gateway. Our partners will send you transaction details email on every successful transaction. If you did not receive any email, please let us know by email, live chat or call us at +603 9212 5707.

FatBerry will not keep any of your credit card information. Credit card payments will be processed by online payment gateway iPay88.

Cancellation of payment will direct to insured bank account. Customer needs to advice FatBerry customer service on account details.

Insurance company required followings before they could process e-payment to claimant.

Photocopies of the following documents are required for verification:

  • Identification card, passport or other acceptable identification documents; and
  • either one (1) of the following:
    • Bank statement; or
    • Bank account passbook; or
    • Bank-in slip of a recent bank transaction with the bank name and account clearly shown; or
    • Details of bank account printed from your bank’s website that has been certified by your bank; or
    • Letter from your bank confirming your bank account.

All monies due to a policyholder in the event of his death will go to the administrators of his estate or to the nominees named in the policy.

Yes, you can change your bank account details by submitting a fresh Fund Transfer Authorisation Form together with the required supporting documents. No cost will be charged for this purpose.

Any more questions? Contact Us