Competitive Pricing, Guaranteed Claims Approval And Best Turnaround Times For Claims Approval Are The Main Criteria For Motor Insurance Purchase In Malaysia

These are the key factors identified as impacting motor insurance purchase in a liberalized market 

KUALA LUMPUR, May 22, 2017 – Consumers in Malaysia want competitive pricing, guaranteed claims approval and best turnaround time for the approval of their claims once motor insurance has been liberalized, a recent survey has found.

The survey, which polled some 4,400 respondents who were aged above 18, showed that 89 per cent of them preferred competitive pricing for their motor insurance purchase.

Besides competitive pricing, 70 per cent want guaranteed claims approval within 3 business days for motor insurance claims below RM5,000. Some 60 per cent also preferred a settlement within 60 days for vehicle claims where recovery is unsuccessful.

Additionally, 64 per cent of respondents wanted discounts and rewards for being loyal customers, while 55 per cent opted for flexibility to customize their motor insurance plans.

Prior to making a decision to purchase motor insurance, 86 per cent said they would research what insurers would offer, while 16 per cent would go for insurers with the most advanced technologies and innovation. Another 69 per cent would choose insurers that reward good driving behavior, and 39 per cent would go for insurance companies with the best reputation.

The survey was a joint effort by AIG Malaysia, a subsidiary of American International Group, Inc. (NYSE: AIG), and renowned automotive blogger site, Paul Tan, through his blog. (Motor insurance liberalisation: how will it affect you?)

AIG Malaysia’s Chief Executive Officer, Antony Lee, said, “This survey has displayed the true picture of customers’ expectations and knowledge about motor insurance, and the factors that make customers tick.”

“We are constantly committed to fulfilling our promise to offer the best claims turnaround time to our customers. This is clearly exemplified in AIG Malaysia being awarded the Best Insurer 2016 for best turnaround time for claims, a recognition that we have been receiving since 2011,” Lee added.

The survey also found that 42 per cent of respondents were aware that motor insurance in Malaysia was imposed with a tariff, while a whopping 83 per cent think motor insurance liberalization will have an impact on their motor insurance renewal.

On the modality of motor insurance purchase, the survey found that 24 per cent preferred to purchase their motor insurance online, while the majority at 66 per cent liked the more traditional channels, including dealing with an agent or visiting insurance branches.

Lee said, “The impending liberalization of the motor insurance market will bring new opportunities and challenges. It will be an incredibly open and competitive marketplace, where customers can shop around for the best deals, an attractive motor insurance premium, or the best insurance coverage for their prized cars. Insurers will need to highlight their unique strengths such as their claims capabilities to stay ahead of the curve.”

Bank Negara Malaysia (BNM) announced the New Motor Cover Framework in 2011 with premiums to be revised gradually from January 2012. On July 1, the second phase of the motor insurance liberalization would begin where insurance companies would be able to offer add-ons and product extensions. The first phase was implemented on July 1 last year.


About AIG

American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions and other financial services to customers in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. AIG common stock is listed on the New York Stock Exchange.

Additional information about AIG can be found at | YouTube: | Twitter: @AIGinsurance | LinkedIn: These references with additional information about AIG have been provided as a convenience, and the information contained on such websites is not incorporated by reference herein.

AIG is the marketing name for the worldwide property-casualty, life and retirement and general insurance operations of American International Group, Inc. For additional information, please visit our website at All products and services are written or provided by subsidiaries or affiliates of American International Group, Inc. Products or services may not be available in all countries and jurisdictions, and coverage is subject to underwriting requirements and actual policy language. Non-insurance products and services may be provided by independent third parties. Certain property-casualty coverages may be provided by a surplus lines insurer. Surplus lines insurers do not generally participate in state guaranty funds, and insureds are therefore not protected by such funds.


For further information:

Yogendra Thavakumar
T: +603 2118 0007