Insurance Companies Offer Expedited Claim Process For Flood Victims
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(Image: Malay Mail/Shafwan Zaidon)

(Updated on 21 December 2021.)

The severe flooding that hit several states in Malaysia over the weekend has caused more than 30,000 people to be displaced from their homes (at the time of writing), seeking temporary shelter in flood relief centres. In response, the government has agreed to allocate a total of RM200 million to assist these victims – including providing a financial aid of RM1,000 to affected households. The banking sector also stands ready to assist, offering repayment assistance for borrowers affected by the floods.

Hand-in-hand with these parties, insurance companies, too, have stepped up to provide some relief for those affected by enabling an easier and expedited flood claim process to disburse payments for losses caused by the current flood. The Persatuan Insurans Am Malaysia (PIAM) and Malaysian Takaful Association (MTA) both gave assurance that they will do their best, adding that “special considerations” will be provided on a case-by-case basis.

The associations also urged policyholders to review their policy coverage as flood coverage is optional under standard insurance policies against fire and for motor vehicles. Additionally, they shared a general checklist as to how policyholders can help their insurers ensure a smooth claims process:

  • Check to ensure that policy/certificate is extended to cover flood
  • Notify agent/intermediary with details of loss
  • Provide complete information, including relevant supporting documentation such as photographs (if any)
  • Depending on the severity of loss, your insurer may appoint an independent loss adjuster to assist you in filing your claim

Meanwhile, here are several insurers that have shared more details on how affected individuals can quickly file their flood claims:



While AIA has not shared a specific process for affected policyholders to submit flood-related claims, the insurer did say that these individuals can contact AIA’s dedicated hotline at 03-2692 8188 or 012 5400 335 for help. Alternatively, they can email [email protected].  

Individuals with other urgent enquiries, meanwhile, are encouraged to contact these Careline numbers:

  • AIA Bhd: 1300-88-1899
  • AIA PUBLIC Takaful Bhd: 1300-88-8922
  • AIA General Berhad: 1300-88-1899
  • AIA Auto Assist/AIA Roadside Assist: 1800-88-8733

(Source: AIA)


Allianz has mobilised its flood relief plan in both Selangor and Pahang, with adjusters on standby to offer immediate assistance to affected policyholders.

“Customers only need to notify us of their claim by calling us (Claims Caravan) at 1-800-22-5542 and we will assign an adjuster to survey the customer’s property within 24 hours,” the insurer shared via its social media. It cautioned, however, that customers might experience some delays due to the high volume of calls.

Allianz customers can also reach out to the insurer via other channels, including:

  • Allianz Contact Centre: 1-300-22-5542
  • Allianz Care Solutions (for Allianz Life): 1-300-88-8322 or [email protected]
  • Asia Assistance (for Allianz General): 1-800-88-1138 or +603 76283600
  • Allianz Road Rangers: 1-800-22-5542

(Source: Allianz [1, 2])

AXA Affin

AXA Affin has announced a flood relief measure to ease the claim process for its motor insurance customers, allowing affected individuals to be exempted from submitting a proof of loss from the police as part of their flood relief allowance claim.

AXA Affin further noted that affected customers can visit any workshops to repair their vehicles. “Please contact us via WhatsApp at +603 2170 8282 and provide us your NRIC, car registration card, original bill, receipt, and pre & post repair photographs,” it shared on its social media.

You can also contact the following numbers for assistance, depending on your location:

  • Klang Valley: +6017 736 2910 (Call)
  • East Coast: +6012 207 1547 (WhatsApp) / +6012 214 7316 (Call)

If you need further support on your flood insurance claim, do also visit AXA Affin’s dedicated website for submitting claims.

(Source: AXA Affin [1, 2])


Affected Etiqa customers with flood protection policies can easily start their claim process with the insurer via its WhatsApp Flood Claims Helpline. According to Etiqa, you can kickstart the process by sending a text message, photo, video, or voice recording of the flood damages to the following 24-hour WhatsApp numbers (depending on your location), or by contacting the Flood Claims Careline for more information:

Location24-Hour WhatsApp NumberFlood Claims Careline
Kuala Lumpur, Selangor, Perak, Penang, Kedah, Perlis011-1630 6646  03-2692 8188
Kelantan, Terengganu, Pahang, Johor, Melaka, Negeri Sembilan, Sabah & Sarawak018-226 328803-4270 7735
03-4270 5068

No forms or supporting documents are required for the claim process, and it is also possible to obtain instant approval for claims that are less than RM20,000.

(Source: Etiqa)


Eligible MSIG home policyholders can call the insurer’s 24-hour Home Assist Line at 1-300-880-863 for assistance. According to its Special Advice announcement, an adjuster will be dispatched as soon as possible to assess the flood damage, and customers are encouraged to document the damages as clearly as possible in the meantime (such as taking photography evidences).

Depending on whether you are permitted a normal or simplified claim process, you may be required to submit various supporting documents, such as a claim form, quotation of repairs, and repair bills.

(Source: MSIG [1, 2])


(Image: TRX)

Prudential did not share concrete details on an expedited claim process, although it noted that customers may submit e-claims through their Prudential agents or email a completed claim form with all relevant supporting documents to [email protected]. Customers are encouraged to contact their agents for more information, as well as to carry out all processes via online channels.

(Source: Prudential [1, 2])

Tokio Marine

Tokio Marine has also activated its catastrophe claims handling process to assist all affected customers, allowing them to notify the insurer of their losses via email, a dedicated portal, or WhatsApp. Specifically, you can submit your claims through the following channels:

Preferred contact channelsDetails
EmailNon-motor claims
[email protected] 

Motor claims
[email protected]
WhatsApp03-2027 8488 (claims-related enquiry)
For claims registrationClaims Service Portal (for motor claims only)

(Source: Tokio Marine)


Zurich customers who are seeking to make motor claims may visit any of the insurer’s branches for assistance, or check in with any of its panel workshops.

Property customers who wish to submit flood-related claims, meanwhile, can call the 24-hour hotline at +603 4270 0024 or +6017 304 6288. Zurich also clarified that no supporting documents are required for the process, and on-site approval is allowed for claims up to RM30,000 upon assessment survey.

(Source: Zurich)

Other Insurers (Hotlines as provided by PIAM and MTA)

InsurersHotlines/Contact Details
AIG Insurance 1800-88-8811
AmGeneral Insurance1800-88-3833 (Kurnia)
1800-88-6333 (Amassurance)
Berjaya Sompo InsuranceCatastrophe Loss Management Hotline (24/7):
1800-18-8010 (non-motor)
1800-18-8033 (motor)
Chubb Insurance03-20583000
Great Eastern1300-13-1088
Liberty Insurance1300-88-8990
Lonpac Insurance03-22628666
MPI Generali Insurans03-20349888
Pacific & Orient Insurance1800-88-2121
Progressive Insurance1800-88-8458
QBE Insurance1-300-88-4847
RHB Insurance1300-88-0881 (24/7 Hotline)
012-6031978 (WhatsApp)
The Pacific Insurance1800-88-1629
Tune Insurance1800-22-8863 (motor vehicles)
03-79890310 (residential/commercial properties)
Syarikat Takaful Malaysia Am1-300-88-252 385
Takaful Ikhlas General03 2723 9696


Since yesterday, the National Meteorological Department (MetMalaysia) has lifted its warnings previously issued for continuous heavy rainfall in several states, with flood waters starting to recede. However, the damage done to properties is tremendous, and this is a heavy blow given that many Malaysians are still struggling to get back to their feet following the economic impact of Covid-19.

With insurers stepping in to offer a more convenient and faster claims submission and expedited disbursement process, it is hoped that those affected will be able to get some funds to slowly rebuild their homes.

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