Motor Claims Service Charter

At Chubb, we aspire to be Malaysia's best claims service provider, delivering an exceptional experience that makes us your top choice—every time.

• Report emergencies via MY Chubb Motor Assist mobile app, MY Chubb WhatsApp, or online self-service portal.
• A Chubb emergency response vehicle will arrive within 30-60 minutes.
• Track vehicle arrival in real-time on your mobile device.
  
• Access visibility of the nearest or most convenient Chubb panel/preferred repairer.

• Notify us through our customer claim portal for immediate acknowledgment and guidance on next steps.
  
• Claims will be assessed and approved within 5 working days of receiving the repair estimate.
  
• Approval notification via SMS as soon as the claim is approved.
  
• Easy access to check your claim status anytime.

• Immediate acknowledgment and registration of claims via a Chubb panel/preferred repairer.
  
• Assessment and approval within 24-72 hours.
  
• SMS notification when approved.
  
• Repairs completed within 15 working days, subject to exceptional circumstances.

• Receive real-time updates on your vehicle's repair progress through our customer claim portal.
• Close monitoring of repair quality during and after completion.

• Quality of Workmanship* Warranty:
  • Lifetime Warranty for repairs done at Chubb preferred panel repairers.
  • 10-Year Warranty for repairs done at Chubb panel repairers.    
• Reinspection arranged within 5 working days if repairs are not satisfactory.
• We value your feedback after your claim concludes to enhance our services.

• If dissatisfied with the outcome, we will review all aspects of your appeal.
• Receive written communication with our final decision within 7 days.
• Information on further escalation options provided if needed. 

• Acknowledgment of claim receipt within 24-72 hours.
• Claims must be reported within 7 working days (24 hours for crime related claims).
• Incomplete documentation notification within 3 working days. 
• Adjuster appointed within 24 hours of registration.
• Claims approved within 3 working days of receiving the complete adjuster's report and documentation.
• Updates provided every 14 working days (monthly for older claims).
• Offers for stolen vehicles made within 60 working days upon receipt of complete documentation.
• Reimbursement claims processed within 7 working days from complete documentation and original receipts.
• Payment issued within 3 working days of acceptance.

Thank you for choosing Chubb. We are here for you every step of the way.

* "Workmanship" refers to the skill and care employed by our expert technicians in repairing your vehicle, including the quality of materials used and the precision of installation. Our lifetime warranty on workmanship covers issues arising specifically due to the repair process, provided that the vehicle remains continuously insured with Chubb and ownership is not transferred to any party other than the named insured. This warranty does not extend to normal wear and tear on replaced parts, as all vehicle components naturally experience deterioration over time. We are dedicated to ensuring your satisfaction and safety; if any concerns related to our workmanship arise, we will address them at no cost to you.