Frequently Asked Questions

The conditions of each policy vary. For more details, download the Product Disclosure Sheet available in the More Info Section of your chosen product.

Yes, you are required to inform our FatBerry customer service at +601126128112 regarding your address, occupation and personal pursuits which would affect your risk profile.

Under a PA policy, TPD is defined as a disability which prevents the insured from performing any work, occupation or profession. The insurer may have repudiated the claim because there is no evidence that the disability has prevented the insured from performing any type of work at all.

Your coverage will be effective upon the receipt of premium and approval by the insurer.

No, miscarriage benefit here is restricted to miscarriage because of a motor vehicle accident only.

This policy does not cover death or injury caused by the following events:

• War, terrorism, radiation
• Suicide or self-inflicted injury
• Infirmity or AIDS
• Provoked murder or assault
• Professional or hazardous sports
• Committing or attempting to commit any unlawful act

(Note: This list is non-exhaustive. Please refer to the policy for the full list of exclusions under this policy.)

You can call our FatBerry customer service at +601126128112 or you can live chat with us.

You can send us an email at customer.service@fatberry.com or you can live chat with our customer service with the chat button on your bottom right.

It is important that you inform us of any changes in your contact details to ensure all correspondence reach you in a timely manner. You can update your contact details though email at customer.service@fatberry.com.

If the details are incomplete, our FatBerry customer service will call you back to get the missing details and complete the transaction.

Your claim will be processed once the adjuster’s report and other relevant documents are received by Insurer. Therefore, it is important for you to notify us or insurer and give complete documents as soon as possible so they can process your claim without any delay.

If you decide to sell your vehicle and buy a new one, you need to transfer your NCD to another vehicle. You can send us your details via email at customer.service@fatberry.com or you can live chat with our customer service.

In the event of an accident, ensure that your vehicle is sent to your own 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 call your selected insurance company to make the notification.

Your claim will be processed once the adjuster's report and all the other relevant documents are received by the insurance company. There is no definite timeline for claim to be settled, it varies from case to case.

Preferably not, as this would mean the evidence or the cause of the damage may not be present anymore.

The panel workshop which your car sent to after the accident will handle all your claims submission accordingly. However, if you have any doubts or queries do contact us for more info.

A period of repair varies from one vehicle to another depending on:

• The extent of the damage to the vehicle
• The availability of the spare parts

You need to pay the amount of Excess under your policy, if applicable, but if your car is under-insured, you need to pay the proportionate difference.

Betterment is a scale imposed on vehicles aged 5 years and above when new franchise parts are used during a repair that was paid for by the insurance company.

The insured has to bear the betterment charges when the damaged old parts of the vehicle are replaced with new franchise parts. The application of betterment is based on the scale of betterment.

If the vehicle is recovered before the theft claim is settled, you will have options to either:

• Withdraw the claim (if the vehicle is recovered in good condition)
• Withdraw the claim and undertake to repair at your own expenses (if the vehicle sustained minor damage and you wish to retain your NCD entitlement)
• Withdraw the theft claim but pursue an own damage claim (if the vehicle recovered sustained extensive damage or has missing parts)

Customer can file an online claim easily nowadays as most of the insures provide such services. Just login to your travel insurance company website and follow the steps accordingly. If you need any assistance, please contact us at +601126128112 or you can email us at customer.service@fatberry.com.

You will receive a checklist of compulsory document needed from FatBerry’s team via email. Please refer to claims checklist for all required supporting documents.

You can first pay for your medical bills when you are overseas and make your claims when you return to Malaysia. Do note that you will need the official doctor letter and receipt to make your claims.

Upon receipt of full documents, we will revert with claim decision within 5 working days. Once claim is approved, payment will be made within 3 working days depends on claim made.

Yes. It covers both accidental & sickness related medical expenses.

Please report to the airport authorities or your transport provider and keep a copy of the Property Irregularity Report to submit with your claim.

No extension is allowed after the commencement date.

You can call our customer service at +601126128112 or you can drop us an email so that we can help and guide you.

Notify our FatBerry customer service at +601126128112 or you can email us customer.service@fatberry.com,we will assist you on what documentation required upon claim.

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

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

In the event of an accident resulting in an injury to yourself, you can claim from both policies, subject to the benefits you have effected in each respective policy. However, it should be noted that for medical expenses, the original medical bills are required as this is on reimbursement basis. Hence, if you have been fully reimbursed under one policy, you will not receive any further reimbursement.

The death benefit is paid to the beneficiary nominated by the policy owner. 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 law.

Every successful transaction will be issued with an e-receipt. If there are any matters or doubts about this service, you may contact our customer service for assistance at +601126128112.

FatBerry’s partnering ipay88 & Jompay as our payment gateway. Our partners will send you transaction details email on every successful transaction. If you did not receive any email, please let us know by email, live chat or call us at +601126128112.

FatBerry will not keep any of your credit card information. Credit card payments will be processed by online payment gateway iPay88.

Cancellation of payment will direct to insured bank account. Customer needs to advice FatBerry customer service on account details.

Insurance company required followings before they could process e-payment to claimant.

Photocopies of the following documents are required for verification:

• Identification card, passport or other acceptable identification documents; and
• either one (1) of the following:
  • Bank statement; or
  • Bank account passbook; or
  • Bank-in slip of a recent bank transaction with the bank name and account clearly shown; or
  • Details of bank account printed from your bank’s website that has been certified by your bank; or
  • Letter from your bank confirming your bank account.

All monies due to a policyholder in the event of his death will go to the administrators of his estate or to the nominees named in the policy.

Yes, you can change your bank account details by submitting a fresh Fund Transfer Authorisation Form together with the required supporting documents. No cost will be charged for this purpose.