FAQ

MOTOR INSURANCE

FatBerry- About Motor Insurance

What is comprehensive motor insurance policy?

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.

How will my Motor Insurance premium be calculated?
What is Motor Insurance Liberalisation?

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

How do I determine the sum insured for my car?

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.

What is the major exclusions for Comprehensive Motor Insurance?

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.

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

What is "NO CLAIM BONUS"?

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

What's an excess?

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.

What is loading?

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.

Why is the NCD quoted is different from my record?

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.

What is Market Value coverage?

Market Value is the amount based on the insurance company estimate of what your car is worth in the open market. In the event that anything happens to your car, you can only claim as much as the current market value/worth of your car model at that point of time. Generally Market Value coverage premium tends to be lower.

What is Agreed Value coverage?

Agreed Value is the amount which has been agreed to between you and your insurance company. In the event that anything happens to your car, agreed value coverage can certainly provide the compensation you will receive from the insurance company if your car is written off or stolen. Generally Agreed Market coverage premium tends to be higher .

TRAVEL INSURANCE

FatBerry- About Travel Insurance

If I am travelling with my friend,do we need to buy separate travel policy?
Am I able to activate the travel insurance cover the moment I touch down at my destination?
What is the eligibility for coverage?
  • 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
Do I need to undergo medical examination to apply for my Travel Insurance?

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

I am pregnant. Will I be covered for any pregnancy-related matters while I am overseas?

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

What happen if I booked my trip but could not go because I can’t get an entry visa in time?

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

When is the latest that I can buy the insurance?

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

Who can apply for this Personal Accident policy?
If there are changes to my life profile, must I inform my insurance company?

Yes, you are required to inform our FatBerry customer service at +60176426758 regarding your address, occupation and personal pursuits which would affect your risk profile.

What is the definition of TPD?

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.

When will my coverage be effective?

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

Am I covered if I suffer miscarriage because of a fall?

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

What are the major exclusion under the Personal Accident policy?

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.)

If I want to know more details about the product or coverage, who should I contact?

You can call our FatBerry customer service at +60176426758 or you can live chat with us.

GENERAL ENQUIRIES

FatBerry- About General Enquiries

How do I change my policy information?
What do I need to do if there are changes to my contact/personal details?

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.

How will you obtain details of my vehicle and insurance if insufficient information is provided during my transaction?

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

What should I do If I’m involved in a car accident?

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 +60176426758.

How fast can my motor claim be settled?

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

I just bought a brand new car and now I would like to cancel my old car policy. What procedure should I do?

CLAIM ASSIST - MOTOR CLAIM

FatBerry- About Motor Claim

What should I do, in the event of an car accident?
How fast can the claim be settled?

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.

Can I proceed with the repairs before adjuster view the damage?

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

How do I submit my claim?

The panel workshop which your car sent to after the accident will handle all your claims submission accordingly. However, if you have any doubts or queries do contact us for more info.

How soon can I get my car from the workshop after it has been repaired?

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
Do I need to pay anything to get my car from the workshop after it been repaired?

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.

What is Betterment?

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.

What should I do if the police informed me that my stolen vehicle has been recovered?

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

How do I make a claim?
What are the compulsory document required for my claims?

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.

How do I claim for my medical bills when I get sick during my travel?

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.

How long will it take for me to receive my 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.

Can I claim for sickness related medical expenses?

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

What do I do if my luggage is damaged or lost?

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

Can I extend my policy period after the commencement of my trip?

No extension is allowed after the commencement date.

Where can I get further information?

You can call our customer service at +60176426758 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

How do I make a claim?
Are original medical bills/invoices required to support my claim for hospital income and medical expenses reimbursement?

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.

How soon should a claim be notified?

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

If I purchase two different personal accident policies from the company can I claim both policy in the event of an accident?

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.

How is a death benefit paid under a PA insurance policy?

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

How do I know if my payment transaction was successful?
How is FatBerry collecting my payment?

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 +60176426758.

How safe is it to use my credit card and internet banking on the FatBerry Insurance website?

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

If my policy is cancelled, how does the insurance company pay back to me?

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

What are the required document if I choose using E-Payment for claim made?

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.
What if I die before the insurer pays out my claims proceeds and the bank has frozen my account? Where does the money go then?

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.

Can I change my bank account information?

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.