Frequently Asked Questions (FAQ)
This section highlights the frequently asked questions (FAQ) for our Malaysian operations.
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 ' or an authorized franchise repairer/dealer (car manufacturer service centre). 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.
As mentioned above, you must send your vehicle to one of the workshops in our panel as listed in the booklet or an authorized franchise repairer/dealer (car manufacturer service centre).
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.
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.
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:
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. Provided also that there is no personal injury claim involved. Your NCD shall not be forfeited if you are not at fault.
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:
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.
Electronic Credit Payment (ECP)
No, you can enjoy the service free of ANY charges.
You are required to complete the ECP Authorization Form which can be downloaded from our website and provide the required supporting documents upon submission of any claims.
If you have informed us of your intention to use ECP, you must remember to update us if there are any changes to your bank account.
The following original documents are required for verification:
* Please note that we deem the claims payment into the Account details provided in the ECP form shall be a valid discharge of Our liability under the Policy. As such, please ensure that the information provided by you in the ECP form is valid and accurate as We shall not be held liable for any damages, losses, claims, costs and/or expenses which may be incurred as a result of such payments made into the said Account in accordance with your instructions therein.
You can assign any of your existing active saving or current account held under your name or in the case of a joint account that has your name as one of the account holders. The saving or current account must be maintained with one of the financial institutions offering MEPS Inter-Bank GIRO (IBG) service.
Please refer to the following website for a current list of IBG members. http://www.myclear.org.my/faqs/interbank-giro-faqs/
Yes, you are allowed to change your bank account details by submitting the relevant ECP Authorization Form together with the required supporting documents substantiating your request to Us. No cost will be charged for this purpose.
Upon receipt of the original duly signed Discharge Voucher and other supporting documents, we will process your payment within 7 working days. Payment will be made electronically into your bank account by Us as soon as your claim payment has been approved. Generally, funds will be made available in your bank account within the same day of payment. However, depending on the processes adopted by your bank, you may receive the payment on the same day or a day after.
Yes, an email or SMS will be sent to you once the payment has been made. Therefore, you are required to provide your email address or mobile phone number for receiving electronic notification in the ECP form.
Your bank account details and other related information:
If funds cannot be credited into your bank account due to, for example, incorrect bank account number, closed or inactive bank account, we will contact you to validate your bank account details. However, this may lead to unnecessary delay to the payment process.
To avoid this issue, please ensure that your bank account is correct and active upon providing such information to Us. Otherwise, We will arrange the payment to you via cheque.
You can on the onset inform the claims department that you want all your claims to be paid into the same account number. With this arrangement you will not be required to inform us every time you make a claim. However, you must always remember to update your account details if there are any changes.
ECP is the most efficient and safest mode of payment. However, in the event you do not wish to receive payments directly to your bank account, you need not provide your bank account details. Payments will still be made to you in the form of cheques or bank drafts.
It is always advisable for an employee, either a Malaysian or a foreigner to open a bank account. However, if you do not have a bank account, you can authorize the payment to your employer’s bank account. This, however, is a private arrangement between the yourself and your employer. Lonpac will not be liable in the event the payment is not paid out by your employer to you.
You can provide your spouse/relative’s bank account details for the amount to be credited. An authorization letter from the Payee is required. The arrangement to use someone else’s account is your own private arrangement. Lonpac will not be liable in the event the payment is not paid out to you.
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