FAQ
This section highlights the frequently asked questions (FAQ) for our Malaysian operations.

GENERAL

1. What are the main principles of insurance?
   
   The main principles of insurance are as follows:
   

   • Insurable interest. The person who purchases the insurance has an 'insurable interest' in the subject matter of the insurance if the loss or damage of it would result in a financial loss to the person.
     
     

   • Utmost good faith. The insured is to disclose to the insurer all material facts regarding the subject matter of the insurance and the circumstances pertaining to it which would influence the judgement of a prudent insurer.
     
     

   • Contract of indemnity. A contract to make good or restore, as best as possible, the insured to the same position immediately before the loss or damage by way of payment, repair or replacement.
     
     

   • Contribution. The insurer is liable only for the insurer’s rateable proportion of the loss or damage in the event other insurers are also liable for the loss or damage.
     
     

   • Subrogation. The right of an insurer to be in the place of the insured having paid the loss to seek recovery of the loss from a third party.
     
     

   • Proximate Cause. The 'immediate or effective cause' that leads to an event.

   
   
   
2. What are the available payment methods?
   
   

   	i.	Lonpac Office Pay by cash/ cheque/ credit card
   	ii.	Mail-In Payment Pay by cheque/ Bank Draft/ Money Order/ Postal Order
   	iii.	Public Bank Counter (Payment Over-The-Counter) By cash/ cheque. Please fill in a specially designed pay-in slip.
   	iv.	Pay Through Internet a) Lonpac Website - https://www.elonpac.com   Credit card/ Visa Purchasing Card Currently only available to Lonpac agent and Public Bank b) Public Bank Website – www.pbebank.com.my   Credit card/ Saving and Current accounts Available to Public Bank cardholder and saving/current account holder only
   	v.	Credit Card Authorisation to debit credit card by filling in the credit card details on the Renewal Instruction Form and mail or fax to Customer Service Department, fax no.03-27151332
   	vi.	Payment Via SMS (Mobile Money) Hong Leong Bank cardholder or CIMB savings/current account holder For further enquires, please call 03-2723 7755 or 03-2262 8657
   Please ensure that you keep the proof of your premium payment.

3. When would I receive my policy?
   
   In the event that you do not receive your policy within 30 days from the submission date of complete documents, please contact us.
   
   

UNDERWRITING

1. Do all Insurance companies apply the same premium rate?
   
   No, except for Fire and Motor Insurance which are tariff rated.
   
   
2. How do I determine the value of my house/building for insurance purpose?
   
   The basis of valuation for the determination of the sum to be insured (excluding land) is either on the market value or reinstatement basis (as new but not superior) irrespective of the outstanding loan amount if any. Property valuers are the appropriate parties to provide the correct valuation for buildings. For insurance purpose, the land value should be excluded.
   
   
3. How do I determine the value of my car for insurance purpose?
   
   Since the basis of indemnity for motor insurance is on market value, the motor car franchise holders will be the appropriate parties to determine the value of the car.
   
   
4. How do I determine the value of properties for insurance purpose (eg. office equipment, machinery, household contents, personal effects, etc)?
   
   The basis of valuation for the determination of the sum to be insured is either on market value (less depreciation) or replacement value (as new but not superior) of the same type, model, and year of manufacture or make.
   
   
5. Can I apply the same NCD earned to more than one vehicle under my name?
   
   No. The NCD (No Claim Discount) is applicable to one vehicle at any one time but is transferable between same type of vehicle ie. private car to private car.

MOTOR CLAIMS

1. What should I do in the event of an accident?

   In the event of an accident, you should call Lonpac E-Assist Helpline no and ensure that your vehicle is sent to ' Lonpac's Panel of Workshops '. A police report should be lodged within 24 hours. You are also required to notify us of the accident immediately whereupon we shall advise you of the procedures & furnish you with a claim form to be duly completed & returned to us together with all the other relevant documents requested.
   
   If your vehicle is involved in a minor accident whereby you may not want to make a claim on your own policy but the accident involved third party property damage or third party bodily injury, please contact our Claims Dept & we shall advise you on the next course of action.
   

2. Which workshop do I send my vehicle to? Do you have any panel of repairers?

   As mentioned above, you must send your vehicle to one of the workshops in our panel as listed in the booklet.

3. 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 us. It is therefore important for you to ensure that all your documents are furnished to us without any delay in order for us to expedite your claim.

4. After a survey is conducted by the adjusters, can I proceed to ask the repairer to commence with the repairs?

   Our adjusters will submit their survey report to us upon completion of the survey. Upon receipt of their report together with the other relevant documents, we shall process & approve the claim, following which we shall issue an approval letter to you. Only then can you advise the repairer of our approval amount so that they could proceed with the repairs based on the amount approved.

5. What should I do if I want to make a third party claim against the insurers of the vehicle that had knocked into my vehicle?

   Firstly, you should lodge a police report & notify us of the accident accordingly. Then, you should find out who the third party Insurers are in order for you to submit a claim to them officially.

   For a third party property damage claim on your vehicle, you have to appoint an independent adjuster to survey your vehicle. You are advised to contact the third party Insurers to find out whether they require you to use their panel of adjusters & repairers, if any. As for the documents to support your claim, please find below the list for your ease of reference:

   1. Police report
   2. Police investigation results
   3. Adjuster's report together with the original photographs
   4. A copy of the vehicle registration card
   5. A copy of the road tax disc
   6. Copies of your NRIC & driving license/ the driver's NRIC & driving license
   7. A copy of the insurance policy schedule
   
   Please attach an official letter of claim stating the breakdown of your claim. You can claim the following items:
   
   
   1. Cost of repairs
   2. Adjuster's fees
   3. Loss of use of your vehicle (by number of days) or rental charges if you have rented a vehicle. However, for rental of vehicles, Insurers will still base the number of days on the adjuster's recommendations in their report.
   4. Cost of documents i.e. police report, RIMV search fees & etc.

However, if you have made an Own Damage claim (i.e. claim on your own policy for the repairs to your vehicle), you are still entitled to claim from the third party Insurers your uninsured losses i.e. loss of NCB in monetary terms, excess amount paid and the loss of usage of your vehicle. The documents to be submitted are similar to the above except the adjuster's report and original photographs which will be furnished by us to the third party Insurers upon request.

Meanwhile, with effect from 1st June 2001, in the event that your vehicle is knocked by a Third Party vehicle (excluding buses, taxis, and hire vehicle) and you have a comprehensive policy, you may refer the claim to us directly. Your NCD shall not be forfeited if you are not at fault.

NON-MOTOR CLAIMS

1. What should I do in the event of a claim?

   Firstly, LONPAC should be notified immediately by way of phone/fax/letter/e-mail. In the event of fire, burglary, break-in claims or any attempt thereat, police report should be lodged. For windstorm or lightning damage claims, lodging a police report is not necessary as a technical report from the repairer is sufficient. LONPAC will then appoint an independent adjuster to survey the loss on a without prejudice basis and they will be contacting you for a survey. You are also advised to do the following:

   1. take all steps within your power to minimize the extent of the loss or damage
   2. preserve the parts affected and make them available for the inspection by our representative or adjuster
   3. furnish all such information and documentary evidence as required by us.
      
      
2. Can I proceed with the repairs before Lonpac view the damage?

   Preferably not, as this would mean the evidence or the cause of the damage may not be present anymore. Furthermore, the prices charged by your contractor may be higher than the actual market price or we may be able to get a lower quotation from another contractor.

   However, if the repairs need to be done immediately / urgently in order to mitigate the loss, e.g. in the case of windstorm damage to the roof during the weekend, you are advised to take photographs of the damaged roof or keep the damaged property as evidence. These repairs should be carried out on a without prejudice basis to the terms and conditions of the policy as policy liability has yet to be established.