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The Pacific Insurance Berhad

Fairfax Financial Holdinds Ltd


MAKE A CLAIM

Customer Hotline

1800 88 1629

Email us: customerservice@pacificinsurance.com.my

If you need any assistance on making a claim, we are always here to help. You will find the relevant forms in our Downloads page, or you can contact your agent. You can also at any time call our Customer Care Line at 1800 88 1629 (or dial +603 2633 8999 if you are calling from abroad).

To make a claim:

Motor Claims


Motor Own Damage Claim

Report to Police within 24hours and send your vehicle to an authorized Panel Workshop.

Collect the Claim Form from our Panel Workshop; complete and sign accordingly; and submit together with copy of the following documents within 14 days:

  • Original Police Report
  • Insurance Policy
  • Vehicle Registration Card (with up-to-date information)
  • I/C and Driving License of the driver
  • Hire Purchase Agreement (if applicable)

*Your NCB will be forfeited when you make an Own Damage claim

No Fault Own Damage

No-fault Own Damage claim is similar to an Own Damage claim. This claim is applicable only when the accident is deemed not your fault and this determined through the police investigation report. This claim must be supported by police findings, sketch plan & key. The claim is only confined to damages to your vehicle excluding loss of use compensation.

Windscreen Claim

You can make a windscreen claim if you vehicle is extended to cover windscreen under Comprehensive Motor Policy. If you need a quick windscreen repair, simply contact our Panel Repairers and you need not to pay out of your pocket for the windscreen repair / replacement. Claims submitted through our Panel Workshop / Franchise Workshop does not require Police Report, however the following Documentations are required:

Copies of

  • Vehicle Registration Card (with up-to-date information)
  • Insurance Policy
  • Photo of before and after repaired windscreen
  • Final Bill

Documentation required for claims submitted through Non-panel Workshop:

  • Copies of
  • Police Report and Photos
  • Vehicle Registration Card (with up-to-date information)
  • Insurance Policy
  • Photo of before and after repaired windscreen
  • Final Bill

Motor Theft Claim

You can make a theft claim in the event your vehicle is stolen if your vehicle is insured under a motor comprehensive or third party fire & theft policy.

  • Report to Police within 24 hours
  • Collect the Claim Form from the Company’s claims department; complete and sign accordingly

Submit together with copy of the following documents within 7 days:

  • Duly completed and signed claims form
  • Insurance Policy
  • Certified true copy of police report
  • Copy of vehicle registration card (with up-to-date information)
  • Copy of Insured’s identity card and driving license
  • Copy of driver’s identity card & driving license (if driver is not the Insured)
  • Copy of hire purchase agreement (if vehicle is still under finance)
  • Copy of company’s registration (if the Insured is a sole proprietor)
  • Certified true copy of Borang 9, Form 24 and 49 (if the vehicle is insured under company’s name)

If you require any assistance or forms for the above, kindly contact your agent or our Claims Department at 03-2633 8787 or write to us at customerservice@pacificinsurance.com.my


Houseowner (Building) & Householder (Contents) Claims

  • Loss or damage to building caused by the Insured perils mentioned in the Houseowner policy.
  • Loss or damage to the contents in the premises caused by the Insured Perils mentioned in the Householder policy.
  • In case of theft, report to the police and obtain a copy of the report.
  • In the case of fire, notify the Fire Bridged immediately and obtain a copy of the Fire Brigade report. Notify the Company and complete Property Claim Form and return to us together with the relevant claims supporting documents. Adjusters will be appointed for large losses.

Documentation required:

  • List of damaged / lost items
  • Original Purchase Invoice
  • Replacement / Repair Quotation
  • Police Report (in the case of theft)
  • Fire Brigade report (in the case of fire)
  • Technical report (in the case of lightning strike)

Personal Accident Claims

Notify the Company immediately for any event due to an accident may give rise to a claim. Complete and submit Claim Form together with the following documents:

  • For Non-Fatal Case
    • Medical report
    • Original Medical Bills and receipts
    • Copy of medical certificate (for temporary disablement claims)
  • For Fatal Case
    • Copy of Police Report
    • Certified True Copy of Death Certificate
    • Certified True Copy of Post Mortem Report
    • Burial Certificate
    • Letter of Administration / Letter of Probate

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my


Hospital & Surgical Claims

Hassle free hospital admission:

  • Produce the MEDICAL CARD upon admitting in the hospital.
  • Reimbursement claims

Documentation required:

  • Original receipt/bills/invoices
  • Medical report
  • Completed claim form

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8651 or write to us at customerservice@pacificinsurance.com.my

Fire Claims

In the event of any occurrence which might give rise to a claim under the Fire policy, the Insured should:-

  • Notify the Company immediately.
  • Notify the Police immediately where necessary.
  • Take all necessary steps to minimize the extent of the losses or damages.
  • A written claim (Fire Claim Form) for the loss or damage should be delivered to us within 15 days after the loss or damage.
  • Co-operate with the adjusters when called upon for the investigation.

Documentation required:

  • Completed Claim Form
  • Police Report
  • Purchase invoices / receipts / valuation reports in respect of the damage articles.
  • Estimation of the cost of repairs to the building/properties insured.
  • Fire brigade report in the case of Fire Loss.
  • Technician report where required.
  • Photographs for the claims if a Loss Adjusters is not appointed.
  • Business license (if applicable).
  • Any other documents required by the Company or appointed adjusters.

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my

Claim Forms

Burglary Claims

On the happening of any event likely to give rise to a claim under the Burglary policy, the Insured shall:-

  • Give immediate notice to the Company.
  • Notify the police immediately and take all practical steps to prevent further loss.
  • Take all steps to prevent a similar occurrence.
  • Co-operate with the adjuster when called upon.

Documentation required:

  • Completed claim Form
  • Police Report – Compulsory
  • Purchase invoices/receipts/valuation report of the stolen articles
  • Original Repair Bills and/or Replacement Bills
  • Photographs showing the point of entry and other damages where adjuster’s are not appointed
  • Business license (if applicable)
  • Furnish all information and documentary evidence as may be required by the Company or the adjuster

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my


Plate Glass Claims

On the happening of any event likely to give rise to a claim under the policy, the Insured shall:-

  • Give immediate notice to the Company.
  • Notify the Police immediately where necessary
  • Take all practical steps to mitigate any loss destruction damage
  • Co-operate with the adjusters when called upon.

Documentation required:

  • Completed claim Form
  • Police report where necessary
  • Purchase invoices/receipts/valuation reports of the damaged plate glass
  • Photographs depicting/showing the damage items
  • Repair bill or Replacement bill (if any)
  • Furnish all information and documentary evidence as maybe required by the Company or the adjuster

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my

Contractor All Risk Claims

In the event of any occurrence which gives rise to a claim under the policy, the Insured shall:-

  • Immediately notify the Company by telephone and subsequently in writing, giving an indication of the nature and extent of the loss and damage.
  • Take all steps within control in order to minimize the extent of the loss or damage.
  • Inform police authorities in the case of loss or damage due to theft or burglary.
  • Co-operate with the adjusters when called upon.
  • Do not admit liability and make any offer to third party without the knowledge of the Company.
  • Do not respond to all correspondences received from the third party and forward promptly all correspondences to the Company’s Head Office.

Documentation required:

  • Completed Claim Form
  • Police Report
  • Furnish all other information and documentary evidence as maybe required by the Company or the adjuster

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my


Workmens Compensation Claims

In the event of any occurrence which may give rise to a claim under this policy, the Insured shall:-

  • Give immediately notice to the Company with full particulars of the incident
  • Notify police if it is a vehicular accident or fatal accident
  • Co-operate with the adjusters when called upon

Documentation required:

  • Completed claim form
  • Medical report (Original)
  • Details of medical expenses incurred (original)
  • Police report if it is a vehicular accident or fatal accident
  • Memorandum of Agreement if it is a fatal accident
  • Wages records/vouchers for the last six months prior to the accidents
  • In the event of fatal accident:
    • Burial permit
    • Death Certificate
    • Post Mortem Report
  • For all item (exclude claim form) – where original not available, copy is acceptable but must be certified true copy by Commissioner of Oath or Original signed by Company Official.
  • Complete list of workers and salary paid.

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my


All Risks Claims

Loss or damage to property caused by the Insured perils mentioned in the All Risks policy. In the case of theft, report to the police and obtain a copy of the report. In the case of fire, notify the Fire Brigade immediately and obtain a copy of the Fire Brigade report. Notify the Company within 24 hours and complete the Claim Form and return to us together with the relevant claims supporting documents.

Adjusters will be appointed for large losses.

Documentation required:

  • List of damaged / lost items
  • Original Purchase Invoice
  • Replacement / Repair Quotation
  • Police Report (in the case of theft)
  • Fire Brigade report (in the case of fire)
  • Technical report (in the case of lightning strike)

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my

Machinery Breakdown Claims

In the event of any occurrence which gives rise to a claim under the policy, the Insured shall:-

  • Immediately notify the Company by telephone as well as in writing, giving indication of the nature and
  • extent of loss or damage.
  • Take all steps within control in order to minimize the extent of the loss or damage.
  • Co-operate with adjusters and appointed investigator when called upon.

Documentation required:

  • Completed Claim Form
  • Repair invoices
  • Internal investigation reports
  • Maintenance contracts, manufacturer specifications
  • Furnish all the information and documents as maybe required by the Company or the adjusters

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my

Liability Claims

In the event of any occurrence which gives rise to a claim under the Liability policy, the Insured shall:-

  • Notify the Company immediately by telephone and subsequently in writing, giving an indication of the
  • nature and extent of the loss and damage.
  • Inform police authorities in the case of loss or damage due to theft or burglary.
  • Co-operate with the adjusters when called upon.
  • Do not admit liability and make any offer to third party without the knowledge of the Company.
  • Do not respond to all correspondences received from the third party, and forward promptly all correspondences to the Company’s Head Office.

Documentation required:

  • Completed Claim Form
  • Police Report
  • Furnish all other information and documentary evidence as maybe required by the Company or the adjuster.

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my



Travel Claims

Notify the Company immediately upon your return from abroad in respect of any claims arising under the policy.

Submit the Claim Form together with the following documents:

  • Tour Operator booking invoice
  • Airline tickets

In addition to the above, the following documents would be required for the respective type of claims:

  • Section 1 – Personal Accident
    • Claim for Death
    • Police Report
    • Burial Permit
    • Death Certificate
    • Post Mortem
    • Letter of Administration / Letter of Probate
    • Claim for Permanent Disablement
    • Medical Report showing the nature of injury and disablement
    • Photo of injured person
    • Police Report
  • Section 2 – Medical & Others expenses
    • Original Medical Bill / receipt
    • Confirmation of admittance and discharge from hospital
    • Medical report (if applicable)
  • Section 3 – Medical Inconvenience Benefit
    • Admission and discharge note from hospital
    • Copy of admission invoice
    • Medical report (if applicable)
  • Section 4 – Emergency Medical Evacuation
    • Confirmation from hospital on Medical condition and the necessity for emergency evacuation.
  • Section 5 – Repatriation
    • Written advise from the registered medical practitioner on the repatriation.
    • Medical report / police report / death certificate, whichever applicable.
  • Section 6 – Curtailment Expenses
    • Receipt for the incurred return travelling expenses
    • Medical report / Death Certificate of your immediate family member / close business associate /person travelling with you.
    • Police Report in the case of burglary
  • Section 7 – Cancellation
    • Confirmation from medical practitioner if the cancellation of the trip is medically necessary
    • Medical report / police report / death certificate, whichever applicable.
  • Section 8 – Hijack
    • Police Report
  • Section 9 – Travel Delay
    • Confirmation from the Airline company
  • Section 10 – Missed Departure
    • Police Report
    • Receipt for expenses incurred
  • If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my

Marine Cargo Claims

In the event of any occurrence which may give rise to a claim under the Marine Cargo policy, the Insured shall:-

  • Report the loss/damage immediately to the Company.
  • The Company will appoint surveyors if necessary
  • Prepare the Official Claim Bill (to be done by the consignee) on the loss suffered (ie. statement of claims)

Documentation required:

  • Official Claim Bill (Original)
  • Original Insurance Certificate/Policy/Monthly Declaration
  • Original Bill of lading/Airway Bill with terms and conditions on reverse side.
  • Copy of suppliers invoices together with the shipping specifications and / or tally sheets and packing
  • lists.
  • Outwards survey report or other documentary evidence to show the extent of the loss/damages parts.
  • Photograph of the damage, packing, labels and stowage (inclusive close-up views of the damage parts).
  • Customs declaration forms.
  • Detailed estimate of repair inclusive of quotations on replacement costs of the damage parts.
  • Lorry receipts/delivery notes/receipts
  • Railway consignment note/receipts
  • Copies of correspondence exchange with carries/shipping agent/forwarding agent/port authority and their respective replies to hold them liable for the loss.

If you require any assistance or forms for the above, kindly contact your agent or our Claim Department at 03 2633 8999 or write to us at customerservice@pacificinsurance.com.my

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