Service Standards for Motor
Motor
The Motor Division is dedicated solely to motor-related investigation works such as Motor Vehicle Third Party Bodily Injury Investigation (BI Investigation), Motor Vehicle Theft, Own Damage Investigation (ODI), Surveillance, Locating Insured / Driver / or other relevant parties etc and Fraudulent claims.
At present, we have a team experienced adjusters deployed in our 12 nationwide offices in Peninsular and East Malaysia.
Malayan Adjustment Company Sdn. Bhd.
Unit A-5-1, Block A
Megan Avenue 1
189, Jalan Tun Razak
50400 Kuala Lumpur
Malaysia
Loss Mitigation Measures
We note and accept the following procedures have been the standard practice in the motor claims environment:-
- Immediate investigation on newly reported / notified cases.
- Clearance of stagnant bodily injury claims to reduce claim cost and avoid file maintenance cost in the long term.
- Disposal of bodily injury claims at an early stage to reduce the average cost of claims for reserving purposes, thus alleviating the incurred claim ratios in the long term. Besides, the trend of early settlements and lower average claims paid might apply as favorable factors for IBNR and IBNER computation based on the average link ratio method.
- Immediate attention for early disposal of bodily injury claims to avoid risk of losing material defence witnesses in a prolonged litigation process.
- Surveillance in uncertain large losses involving claim on permanent disability.
- Ensure Insured or Driver located to facilitate defense in doubt of liability cases.
- Immediate attention upon receipt of notification of vehicle theft or damage claim.
Fast and justifiable settlement period / approval period for vehicle theft or damage claim to - avoid penalization of genuine claimants.
- Utilization of multiple sources in gathering accurate market value for vehicles
Pioneer in Loss Adjustment
Call Us Now
03-2166 6633
Fax : 03-2163 3636
Email : adjusters@macsb.com.my
OUR SCOPE OF INVESTIGATION
THIRD PARTY BODILY INJURY
Verification into Liability
- Interviewing insured / third party / parties / witnesses (if any)
- Visit to scene / photographs of scene and sketch plan
- Site enquiry / independent enquiry
- Procuring police evidence including reports, outcome, sketch plan and photographs
Verification into Quantum
- Obtaining particulars of third party and injuries
- Investigate employment aspects / loss of income
- Verification of post-accident condition of claimant
- Medical evidence, if available
- Dependency aspect – for fatal cases
- Relevant enquiries
- Communicating with independent parties such as PLUS, MYROS etc
Fraud
- Detection of Fraud
- Establishing fraud
- Securing confession – Police Report / Statutory Declaration / Recordings
- Other relevant Findings
- Report will issued on the above and alert Insurer on detection of fraud indicators in any of the cases.
- Settlement of claims shall be at Insurer’s sole discretion. For unrepresented claimants, we shall await mandate and confirmation from Insurer on whether to proceed with negotiating settlements with third parties.
- Video recording (short) on all third party claimants with severity of injury involving fractures, excluding minor injuries. This provides an upper hand in holding the actual state of the claimant at time of visit, to avoid staging of actual state condition at a later state. The recording will be submitted at no charge as value added.
- Any additional investigation required by Insurer.
MOTOR VEHICLE THEFT
Genuinity of the Loss
- Interview of Insured / Custodian.
- Background of Insured / Custodian.
- Vehicle ownership detail / Hire Purchase verification and other issues concerning arrears in repayment of loan and insurable interest.
- Site of loss – photographs and description
- Site enquiry and Independent enquiry.
- Enquiry with City / Town councils.
- Enquiry with police, outcome of police investigation.
Technical Aspects
- Policy liability, breach of policy conditions
- Lapses / no coverage of insurance
- Fraud
- Subrogation
- Insurable interest
Market Value
- Official valuation from franchise dealers (if available)
- Random market enquiry
- Internet / Dailies / Magazines record
- ISM (if available)
- Redbook (if available)
Standard Practice
- Alert Insurer on fraudulent claims
- We will write in, on behalf of Insurers to relevant authorities.
- In view the Insured / Custodian are not reachable, we will issue reminder letters on three occasions, the fourth being the ultimatum letter. Each letter has an interval of 14 days. A visit to available address(s) will be made prior to issuance of final reminder
- All written correspondence with Insured / Custodian are copied to insurers to update status and progress of assignment.
OWN DAMAGE INVESTIGATION
Genuinity of the Loss
- Interview of Insured / Custodian.
- Background of Insured / Custodian.
- Vehicle ownership detail / Hire Purchase verification and other issues concerning arrears in repayment of loan and insurable interest.
- Site of loss – photographs and description
- Site enquiry and Independent enquiry.
- Enquiry with City / Town councils.
- Enquiry with police, outcome of police investigation.
Consistency of Damages
- Policy liability, breach of policy conditions
- Lapses / no coverage of insurance
- Fraud
- Subrogation
- Insurable interest
External Enquiries
- Official valuation from franchise dealers (if available)
- Random market enquiry
- Internet / Dailies / Magazines record
- ISM (if available)
- Redbook (if available)
Technical Aspects
Policy liability, breach of policy conditions
Lapses / no coverage of insurance
Insurable interest
Hire and reward
Fraud
Other enquiry relevant to Road Transport Act
Standard Practice
- Alert Insurer on fraudulent claims
- We will write in, on behalf of Insurers to relevant authorities.
- In view the Insured / Custodian are not reachable, we will issue reminder letters on three occasions, the fourth being the ultimatum letter. Each letter has an interval of 14 days. A visit to available address(s) will be made prior to issuance of final reminder
- All written correspondence with Insured / Custodian are copied to insurers to update status and progress of assignment.
STANDARD OPERATION PROCEDURES
i. Issuance of monthly bordereaux listing the status of outstanding cases.
ii. Bordereaux meeting with Insurers on monthly basis / as per agreement
iii. Discussion on complex cases with Insurer / Panel counsel
iv. Our HQ in Kuala Lumpur acts as the national coordinator for all assignments.
v. Usage of Merimen service for submission of reports, documents and invoice, apart from hardcopy.
COMPLIANCE
We strive to meet the Turn – Around – Time as per request by Insurer and understands the complexity involved especially in meeting the stringent timelines set by the courts today. However, to ensure Insurer is compensated with adequate time on processing, we maintain our compliance on delivery as listed below:
THIRD PARTY BODILY INJURY
- Acknowledgement – 24 hours on receipt of assignment
- Status Update – 15 to 20 days from date of assignment
- Final / Interim Report – 30 days from date of assignment
- Urgent assignment – Within the stipulated time requested
COMPLIANCE
- Acknowledgement 24 hours on receipt of assignment
- Preliminary Loss Advice 48 hours of assignment
- Status Update 14 days
- Final / Interim Report 21 to 30 days of assignment
- Urgent assignment Within the stipulated time requested