Bank Negara Malaysia (BNM) has provided further clarity on the Own Damage Knock-For-Knock (ODKFK) policy, a system designed to make the claims process easier for motorists involved in accidents where they are not at fault.
According to BFM Radio, under this policy, drivers with comprehensive motor insurance can now claim directly from their own insurers without affecting their No-Claim Discount (NCD). This ensures vehicle owners can have their cars repaired promptly without having to cover upfront costs or face long delays while waiting for the third-party insurer to process the claim. To initiate a claim, motorists only need to submit a police report and the necessary supporting documents to their insurance provider.
However, BNM also highlighted certain exceptions. If an accident involves public transport vehicles such as buses or taxis, or if it results in injuries, the claim must be made against the at-fault party’s insurer rather than under the ODKFK arrangement.
As part of wider consumer protection measures, all insurance companies are now required to provide 24/7 roadside assistance, accessible via their mobile applications or websites. This move is aimed at reducing motorists’ reliance on unauthorised tow trucks, which often approach accident sites.
Additionally, insurers have been directed to improve their complaint response times. At present, companies must respond to customer complaints within 14 working days. Beginning in April 2026, the timeframe will be shortened to just five working days, ensuring swifter resolutions for policyholders.
BNM emphasises that these measures are designed to improve transparency, strengthen consumer confidence, and ensure that motorists benefit from faster and more reliable support when dealing with insurance claims.
