Briefing · 1 April 2026
Preparing a Malaysian claims file for external review
Daniel Teo
Most of the delay in a claims application audit is not calculation. It is waiting for papers that should already be on the file: the proposal or schedule, the FNOL, the assessment, the repair or medical invoices, the authority to settle, and the payment advice.
For Malaysian motor and medical files, we also look for the documents that local processing actually uses — workshop estimates, hospital itemised bills, police reports where they exist, and any PIAM or panel-clinic references the handler relied on. If the handler used them, they belong in the file we are given.
PDPA 2010 still applies when files leave the office. We take only what the engagement needs, keep it for the period in the letter, and return or destroy copies as agreed. That is easier when the insurer sends a defined batch rather than an open claims-system login.
A short index at the front of each electronic folder — even a one-page list — saves both sides days. We would rather read the file than reconstruct it.