How to Make a Motor Insurance Claim in Malaysia Without a Police Report

You can make a motor insurance claim in Malaysia without a police report in two specific situations: a standalone windscreen claim, or a single-vehicle minor incident that qualifies for the PDRM e-Report portal. For all other accidents involving another vehicle or bodily injury, a police report remains a legal requirement under the Road Transport Act 1987.

Understanding exactly when the report is and is not needed saves you time, protects your No-Claim Discount (NCD), and helps you use the right claims channel. Here is a complete breakdown.

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When a police report is legally required

Under Section 108 of the Road Transport Act 1987, a driver involved in an accident must report it to the nearest police station as soon as practicable, and in any case within 24 hours. Failing to do so is a criminal offence.

You must file a police report when:

• Another vehicle is involved, regardless of who is at fault
• There is bodily injury to any person
• Government or third-party property is damaged
• The accident involves a commercial vehicle, bus, taxi, or e-hailing car (Grab, InDrive, etc.)
• A foreign-registered vehicle is involved
• The other vehicle is uninsured

Insurers and takaful operators will not process any claim arising from a two-vehicle accident without a valid police report. This is not a company policy preference; it is the standard set by the industry regulator.

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When you can claim WITHOUT a police report

1. Windscreen and glass damage

A standalone windscreen, side glass, or rear glass claim does not require a police report, provided the damage was caused by road debris or a minor chip rather than a deliberate collision. Most comprehensive policies include a windscreen add-on that pays for repair or replacement at an authorised panel workshop without affecting your NCD.

If the windscreen broke during an accident that also caused body damage, your insurer will process it as a single accident claim, and a police report will be required.

2. Single-vehicle minor incidents via e-Report

Since September 2025, PDRM has rolled out an e-Report portal that lets drivers self-report certain incidents online without going to the police station. As of mid-2026, the scheme covers:

• Accidents on the PLUS Highway network
• Single-vehicle incidents with no other vehicles involved and no bodily injury
• No third-party property damage

If your incident meets all three conditions, you can complete the e-Report at the PDRM portal and use that digital report to support your insurance claim. This removes the need to queue at a police station, but it is still technically a police report, just submitted digitally.

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The Own Damage Knock-for-Knock (OD-KFK) system

The most significant change to Malaysian motor claims in recent years came in August 2025, when Bank Negara Malaysia (BNM) clarified the Own Damage Knock-for-Knock (OD-KFK) arrangement for motorists who are not at fault.

What OD-KFK means for you

Under OD-KFK, if you hold a comprehensive policy and you are found not at fault in an accident, you can:

1. Claim directly from your own insurer instead of chasing the at-fault party’s insurer
2. Have your vehicle repaired at a panel workshop immediately
3. Keep your NCD intact; the claim does not count against your discount record

Before this clarification, many drivers avoided claiming from their own insurer for fear of losing their NCD, which can be up to 55% for private cars. BNM confirmed that OD-KFK claims by non-fault drivers are NCD-protected.

When OD-KFK does NOT apply

Situation	Can you use OD-KFK?
Your fault (partial or full)	No
Bodily injury involved	No
Other vehicle is a bus, taxi, e-hailing car, or school bus	No
Other vehicle is foreign-registered	No
Other vehicle is uninsured	No
Pure property damage, no injuries, private vehicles only	Yes (if not at fault)

Even where OD-KFK applies, you still need a police report for the underlying accident before your insurer can process the claim. The exemption from needing a report applies only to the two scenarios above (windscreen, e-Report eligible incidents).

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Step-by-step: claiming after a two-vehicle accident

1. At the scene. Move vehicles to the road shoulder if it is safe to do so. Exchange names, IC numbers, vehicle registration, and insurance details with the other driver. Photograph the damage, the road position, and both number plates.

2. File a police report within 24 hours. Go to the nearest police station or, if eligible, use the PDRM e-Report portal. Keep a certified copy.

3. Notify your insurer or takaful operator. Most insurers require notification within 24 to 48 hours of the accident, though the specific window varies by policy. Late notification can complicate your claim.

4. Submit your claim documents. Standard documents include: certified police report copy, driving licence and road tax copies, vehicle registration card (geran), photos of damage, and a completed claim form.

5. Choose your repair channel. Panel workshops appointed by your insurer handle cashless repairs. Using a non-panel workshop typically requires you to pay first and seek reimbursement later, and the amount reimbursed may be capped.

6. If not at fault, invoke OD-KFK. Ask your insurer to process the claim under the OD-KFK arrangement. Your insurer settles with the at-fault party’s insurer in the background. Your NCD is preserved.

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How e-claim portals work in Malaysia

Several major insurers and takaful operators have their own digital claims portals where you can submit supporting documents, track repair progress, and communicate with adjusters without visiting a branch. Common features include:

• Photo upload for damage evidence
• Digital submission of police report scans
• Real-time repair status updates
• Cashless authorisation for panel workshops

PIAM’s Accident Assist programme also connects drivers to a 24-hour hotline (1-800-22-7426) that can arrange towing and direct you to the nearest panel workshop.

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How claiming affects your NCD

Your NCD accumulates each claim-free year, up to a maximum of 55% for private cars. Here is the standard NCD scale regulated by BNM:

Consecutive claim-free years	NCD rate
1 year	25%
2 years	30%
3 years	38.33%
4 years	45%
5 years and above	55%

Any at-fault claim resets your NCD to zero. A not-at-fault OD-KFK claim, as clarified by BNM in August 2025, does not affect your NCD. A windscreen-only claim also does not affect NCD, provided it is handled under the windscreen add-on and not bundled with a body damage claim.

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Key takeaways

• A police report is legally required within 24 hours for any accident involving another vehicle or bodily injury. No insurer can waive this.
• Windscreen-only claims from road debris are the main everyday exception: no police report needed, NCD unaffected.
• The PDRM e-Report portal (launched September 2025) allows digital reporting for single-vehicle incidents on PLUS Highway, removing the need to queue at a police station.
• Under the BNM-clarified OD-KFK arrangement (August 2025), not-at-fault drivers with comprehensive cover can claim from their own insurer without losing their NCD.
• OD-KFK does not apply if any bodily injury is involved, or if the other vehicle is a commercial/public transport vehicle, foreign-registered, or uninsured.
• Notify your insurer promptly regardless of which claims route you use; late notification is a common reason for claim complications.
• Use a panel workshop for cashless repairs; non-panel repairs require you to pay upfront and may be subject to reimbursement caps.

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Frequently asked questions

Can I still claim if I missed the 24-hour police report deadline?

You can still lodge a late police report, though PDRM may require a written explanation. Insurers generally accept late reports provided you can show reasonable cause (hospitalisation, for example). Submit the report as soon as possible and inform your insurer immediately. Deliberately delaying a report to fabricate circumstances is fraud and voids your policy.

What happens if the other driver refuses to give their insurance details at the scene?

Note their vehicle number, take photos, and file a police report immediately. Without the other party’s insurer details, you will need to claim from your own insurer under OD-KFK (if not at fault and your policy is comprehensive) or pursue a third-party claim through the courts. PIAM and ISM maintain databases that allow insurers to verify third-party coverage.

Does a windscreen claim affect my NCD?

No, provided the claim is made solely under your windscreen add-on and does not involve any body damage from the same incident. Windscreen add-ons are priced separately and NCD-neutral. If you combine a windscreen claim with a body damage claim from the same accident, the entire claim may affect your NCD.

I am not at fault, but the other driver’s insurer is very slow. What can I do?

Since August 2025, BNM has set tighter complaint response timelines. As of April 2026, insurers must respond to customer complaints within five working days (down from 14 working days). You can also invoke your OD-KFK rights and claim from your own insurer directly; your insurer then pursues the at-fault insurer. If disputes persist, escalate to the Ombudsman for Financial Services (OFS) at www.ofs.org.my, which handles motor insurance disputes at no cost to policyholders.

Is the process different for takaful motor policies?

The OD-KFK arrangement and NCD protection rules apply equally to takaful operators under BNM’s oversight. The claims process and documentation requirements are the same. Your takaful certificate should list your operator’s claims hotline; use that as your first point of contact after an accident.

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Learn more about managing your motor costs in our insurance and takaful guides, and see how your NCD interacts with your overall car ownership costs in Malaysia.