FAQs

You will need to fill out a claim form and submit the completed form together with documents relevant to the nature of your claims and coverage.

Claims for medical expenses must always be supported with original bills/invoices.  For hospital income claims, you will only need to submit photocopies of hospital bills indicating the dates of admission and discharge as evidence of the hospitalization period.

As medical claims are always paid on reimbursement basis, you can not be paid for any medical expenses that you did not incur personally.  If your employer or other insurance policy is paying the full incurred medical expenses, you are not entitled to claim any reimbursement from your medical insurance policy purchased from ACE Malaysia.  However, if there are any excess amount of the incurred medical expenses which is not paid by your employer or the other insurance policy, you are entitled to claim the excess amount from your medical insurance policy purchased from ACE Malaysia subject to the limits, terms and conditions of the policy.

Besides medical expenses cover, ACE Malaysia’s insurance policies also provide other benefits such as hospital income, disability and death, depending on which policy you purchase.  All these benefits are paid in addition to any other coverage that you may already have from your employer or policies you purchased from other insurance companies. Purchasing additional insurance with these benefits gives you additional protection.

All policyholders are required to settle the hospitalization bill upon discharge and to submit original invoices/bills to ACE Malaysia for reimbursement.

Our benchmark is to issue payment within 5 working days upon receipt of full documentation.

The death benefit is paid to the beneficiary nominated by the policyowner. In the case where no beneficiary is nominated, the death benefit will be paid to the legal representative of the deceased’s estate or alternatively to Amanah Raya Berhad (the corporatized government trustee) as provided by the law.

No.  It is for the claimant to prove his claim with reasonable evidence and at his or her own expense.

Provided the reason for your hospitalization is one covered by the policy, hospital income claim is only paid if the Insured is hospitalized for at least 24 hours as an inpatient in a licensed hospital.

Some policies may state a specific period to notify a claim.  You are advised to study your policy for the terms and conditions.

Only from providers approved and licensed by the Health Ministry.

As a matter of policy, we do not encourage Claimants to pick up cheque's from our office unless there is a very good reason.

Our benchmark is to approve damage repair claims within 3 days for non-severe damage upon receipt of the repair estimate / notification and within 5 days for extensive damage.

Our Auto Assist provides breakdown towing and minor roadside repairs for up to RM300 per incident on a 24-hour basis.

No.  You are required to send your car to ACE's appointed workshop or to the franchise workshop.

Yes.  Please refer to the workshop panel list provided with your car insurance policy.

Under condition 2(a) of the standard motor policy, you are required to notify in writing with full details as soon as possible.

Please refer to the claims guide attached to your motor policy.

No.  Currently the standard comprehensive motor insurance policy will pay for cost of repair to your vehicle but not for any consequential losses as a result of damage to your car.

Payment for the total loss or theft of your car is on indemnity basis.  This means that we will pay you the market value prevailing at the time of the loss or up to the sum insured, whichever is lower.