PACIFIC ROADSIDE ASSISTOur Commitment to You
At The Pacific Insurance Berhad, we are committed to delivering exceptional service standards for our motor insurance customers. This charter defines our commitments, service levels, and turnaround times, ensuring transparency and reliability in every step of your journey with us.
We aim to deliver prompt and efficient service, ensuring your motor claims are handled with care and professionalism.
| Motor Claims Processing Stage | Service Levels |
|---|---|
| 1. Acknowledgement of notification of claims & claims registration | Within 3 working days from notificationdate. |
| 2. Appointment of a registered adjuster | Within 5 working days from the date of receipt of all completed and relevant documents. |
| 3. Completion of claims assessment andissuance of the final assessment report(s) by registered adjuster and/or in- house assessor | i) Within 10 working days from the date of receipt of all completed and relevant documents for Own Damage / Windscreen claims from the repairer. ii) Within 45 working days from the date of notification for Theft claims. |
| 4. Approval of claims and/or Offer letter and/or Rejection letter |
i) Within 5 working days from the date of receipt of the final assessment report or supplementary claims* ii) Within 60 working days from the date of notification for theft claims. |
| 5. Payment of claim | Within 7 working days from the date of receipt of the acceptance of offer / signed Discharge Voucher and prerequisite documents. |
Your Satisfaction Matters
We are dedicated to continuously improving our service levels and ensuring that every interaction with us is seamless, efficient, and meets your expectations. You can submit Motor Claims through these channels:
a) Online Claims Portal here.
b) Email to [email protected]
If you have any questions or need assistance, please call our Customer Care Line at
1800 88 1629 or 603-2633 8999.