Own Damage Knock for Knock Brings Faster Repair Settlements

Drivers involved in accidents that are not their fault can now get their cars repaired through their own insurers without losing their No Claim Discount.

The new option, called Own Damage Knock for Knock, applies to motorists with comprehensive policies. Instead of waiting for the other party’s insurer to process the claim, drivers can deal directly with their own company.

Bank Negara Malaysia’s Lailatul Akma Mohd Shukor said many people are still unaware of this. If the police report shows you are not at fault, you can claim repairs from your insurer and your NCD will remain untouched, she told BFM.

The process is simple. Submit the report and documents, and the insurer will manage everything. The exception is accidents involving buses, taxis or cases where there are injuries, which still have to go through third party insurers.

To make things faster, Bank Negara has set stricter timelines. Own damage claims will now be processed around 20 working days sooner, while third party property damage cases could be resolved up to 80 days quicker. In most cases, settlement periods will be cut in half.

Digital Roadside Assistance has also been introduced. Through mobile apps or websites, drivers can request authorised tow trucks, locate workshops and submit documents on the spot, whether after an accident, a breakdown or even a flat tyre.

Insurers are now required to publish a Motor Customer Service Charter with clear service standards and turnaround times. From April, complaints must be addressed within five working days.

Motorists who are still unhappy with the outcome can take their case to the Financial Ombudsman Service, which resolves disputes at no cost.

“These reforms are about making motor claims simpler, faster and fairer while restoring trust in the system,” said Lailatul.

Source: NST