Question 1

My medical card premium rises every year. I’m afraid I can’t afford it when I’m older, but also afraid I can’t buy again later.

Accepted Answer

Don’t rush to cancel; buying again when older is harder and costlier, and existing conditions may be excluded. Adjust within the same policy first, such as adding a deductible or lowering the room rate, and plan where future premiums will come from, for example savings set aside for medical costs.

Question 2

A family member was hospitalised and we only then found the policy had lapsed.

Accepted Answer

Ask the insurer how long it has been lapsed and whether it can be reinstated immediately, though the current admission usually won’t be covered. To prevent it, set up auto-debit, keep contact details updated and do a yearly policy review.

Question 3

I bought policies from a relative years ago out of obligation and have no idea what I have.

Accepted Answer

Very common. Find the policies or ask the insurer for policy details and the latest statements, then have an agent explain each one. Often the old policies still have value and only need gaps filled, not cancelling.

Question 4

After paying for years, I found out at claim time that “this isn’t covered”.

Accepted Answer

The usual reasons are waiting periods, pre-existing conditions, exclusions or the wrong type of cover (for example expecting a medical card to pay GP visits). Ask an agent to list what each policy doesn’t cover now, rather than finding out when something happens.

Question 5

The other driver had no insurance or drove off. What do I do?

Accepted Answer

Report to the police immediately with the plate number, time and place, and find witnesses or dashcam footage. With comprehensive cover you can claim your repairs from your own insurer, which may affect your NCD. If anyone is injured, other compensation routes may apply, so contact your agent quickly.

Question 6

My house flooded and I found out my fire policy had no flood cover.

Accepted Answer

This loss is unlikely to be claimable under the fire policy, but check other cover, such as special perils on your car policy. When you renew, add flood cover and check that your contents also have householder cover.

Question 7

At renewal my NCD had disappeared and I don’t know why.

Accepted Answer

Common causes: a claim last year, NCD still attached to an old car, a gap in insurance, or mismatched owner details. Ask your agent to check the NCD record with the insurer, and if it’s stuck on an old car, request a transfer.

Question 8

After my parents died, their accounts and house were frozen and the estate took years.

Accepted Answer

Without a will, the family must first agree who administers the estate, then apply for letters of administration, which is why it’s slow. A lawyer or estate company can help move it along. And for yourself: a will plus insurance and EPF nominations spares the next generation the same experience.

Question 9

I had an accident while driving Grab and my private car insurance rejected the claim.

Accepted Answer

Private car insurance doesn’t cover accidents during e-hailing trips. Ask your agent to review the exact reason for rejection and how third-party liability will be handled. Add e-hailing cover before you drive again.

Question 10

Our company didn’t insure a foreign worker, there was an accident, and we were fined.

Accepted Answer

Without the required PERKESO registration and SPIKPA cover, the employer may have to pay medical costs and compensation and face fines. Put the statutory cover in place for all workers now, and track permit and insurance expiry dates.

Question 11

My shop burned down and the sum insured was too low to reopen.

Accepted Answer

That is the average clause at work, probably along with no business interruption cover. Going forward, insure at rebuilding cost and peak stock value, consider loss-of-profit cover, and review sums insured before every renewal.

Question 12

There is so much conflicting advice online that I don’t know who to trust.

Accepted Answer

Online advice doesn’t know your situation. Go back to three questions: which risk worries me most, what cover do I already have, and what can I afford each month? Then find an agent willing to look at your existing policies first and explain clearly.

Question 13

I’m afraid an agent will push me to buy too much or the wrong thing, so I don’t ask.

Accepted Answer

Asking doesn’t mean buying. A good agent learns your needs and budget first and tells you what you don’t need. Lulu starts by reviewing what you already have, and it’s fine if you don’t buy anything.

Question 14

The terms are in English or Malay and I don’t understand them, but I’m embarrassed to ask.

Accepted Answer

Not understanding is normal; policy terms are complicated. Before signing, have the agent explain cover, exclusions, waiting periods and premium changes in Chinese, and only sign when you understand. Lulu explains in Mandarin or Cantonese.

Question 15

Scammers call pretending to be an insurer or Bank Negara. How can I tell?

Accepted Answer

Bank Negara never calls asking you to transfer money or give banking passwords, and insurers never ask you to pay into a personal account. Hang up on suspicious calls and call the official number yourself, or contact your agent. You can check with BNMTELELINK and look up suspicious accounts or numbers on Semak Mule.

15 insurance problems people run into, and how to fix them