I Got Hit From Behind: My Real Car Claim Story and the Steps to Follow After an Accident
Quick answer: After a rear-end accident, take photos first, exchange details with the other driver, then go to the police station as soon as possible (or within 24 hours). Wait for the police result (keputusan) before the workshop starts repairs. In my case, that took about 2 weeks. The repair took almost another month, my NCD stayed untouched, and a replacement car kept me moving. Read on for every step, the real timeline and what it cost me.
What happened to me?
It started with drizzle. Traffic slowed down, car queuing ahead. Then I felt a hit from the back.
One my first rodeo, I moved aside to let the cars behind me pass.
I stayed in my car and waited for the other driver to come out. She did. She was a mother rushing to fetch her kid.
I work in insurance, and it still happened to me. Yeps, it can happen to anyone. Here I am sharing exactly what I did, step by step, to spare your headspace in these accident encounters.
Brace yourself the waiting and the paperwork nobody warns you about.
What should you do in the first 30 minutes after an accident?
Here is the order I followed. Stay calm, be polite and let the photos do the talking.
Stay in your car for a moment, then check on the other driver. Let them come to you. Keep the conversation short, friendly and factual.
Get out and inspect your car. Look at the damage before you speak about who is at fault.
Take photos of everything. Your car damage, the other car's damage, the plate numbers and the surroundings (road, lane, traffic, weather).
Exchange details. Take each other's phone numbers and snap a photo of the other driver's IC.
Give a missed call right there. This confirms the number is correct. A wrong number can stall your whole claim.
Go straight to the nearest police station. Mine was 5 minutes away. Agree on a time for the other driver to meet you there. Mine agreed to come 30 minutes later, and she kept her word.
A small thing I noticed: a stranger stood nearby watching. He turned out to be a standby tow operator. He noticed I was wearing my insurance uniform and stayed in case I needed help. If your car cannot be driven, best to call your insurer's hotline for towing.
Why the photos matter: the sergeant later asked about the traffic flow and the location, and my photos answered most of it. Take more than you think you need.
How does the police report work, step by step?
Here is what happened at my station. Procedures may differ slightly by station.
Take an accident form at the counter. Fill in both car plate numbers, the time and the location.
The counter officer keys in your details. A report is generated for you to check. Read it carefully before you move on.
Bring the report to the sergeant's room. This is where they look into who is at fault.
Answer the sergeant's questions. Mine asked about the accident location, the traffic flow, my speed and the weather.
Make sure the other driver is there. The sergeant needs both drivers present to conclude. Mine came exactly as promised (phew).
Go for photo-taking. After the interview, I went for photos as part of the report procedure, ensure car damage is logged.
Then you wait. The result is not given on the spot.
Tip: agree on a time with the other driver before you leave the roadside. If they do not show up, the sergeant cannot conclude and everything waits.
So what happens if the other driver doesn’t show up?
Why can't the repair start right away?
Because the workshop and insurer wait for the police result (keputusan) on who is at fault (as in whose driver's NCD to claim). My car was still driveable, so I kept using it while I waited. That took about 2 weeks, or 14 working days.
What I paid for the paperwork:
Copy of my police report: RM4
Official photo : RM6
Road drawings : RM4
Keputusan (accident result): RM4
Other driver’s report : RM4
Total : RM24
Once the documents were ready, I went to a panel workshop with three things: my IC, the document set and my policy. The receptionist had me sign two forms: an undertaking of insurance claim and a repair consent.
The next day, the insurer's adjustor came to inspect the car and decided a new bumper was needed. Then came the part nobody enjoys: waiting for parts to arrive, then installation and paint. Together that took almost 1 month. When the work was done, the adjustor came back to confirm it was repaired properly.
My timeline at a glance
Date | Stage | What happened | Time it took |
28th Apr | Accident day | Photos, details exchanged, police report lodged | Same day |
15th May | Waiting for result | Police result (keputusan) issued, RM18 | About 2 weeks (14 working days) |
21st May | Workshop visit | Signed claim undertaking and repair consent | 1 day |
Adjustor inspection | New bumper approved | Next day | |
Parts, installation and paint | Waited for parts, then repair | 1 month+ | |
1st July | Final check | Adjustor confirmed repair was done right | After repair |
Your timeline will differ. Parts availability, workshop schedule and the police result all move the dates. Treat mine as a realistic example, not a promise.
Don't forget to ask about the workshop warranty
After the repair, I asked the workshop how long their warranty on the work lasts. I recall that workshops commonly offer around 1 to 3 months, but confirm this with your own workshop and ask for it in writing.
How did I get around while my car was in the workshop?
I had Enhanced Road Warrior on my policy, so I requested a replacement car. It was delivered right to my doorstep.
For the rest of the repair period, I used Grab for trips, worked from home when I could, and followed up closely with the workshop so my car did not get forgotten in the queue.
What is the loss of use claim?
After the repair, I emailed my insurer to claim for loss of use, which means the days I could not use my car. They processed it for me.
Part of my Grab costs was compensated by CART, RM350 in my case. CART (Compensation for Assessed Repair Time) is an amount paid for the actual repair time.
Nope, the waiting time is not counted.
After repair complete, send a CART request to your insurance agent and start the second part of the claim.
Did my NCD get affected?
No. Because the other driver was at fault, both insurers concluded the claim and my NCD stayed the same. The workshop utilizes my NCD for repair claims, then NCD is back online once the bill is directed to faulty driver’s insurer. The final result (keputusan report) is the key document.
What did it cost me, and what did I get back?
Item | Amount |
Police report copy | RM4 |
Keputusan (accident result) | RM18 |
Replacement car (Enhanced Road Warrior) | Delivered to my doorstep |
Grab costs, partly compensated by CART | RM350 compensated |
NCD | Not affected |
Save this: your after-accident checklist
Stay calm, be polite, do not argue about fault
Photos: your damage, their damage, plates, road and surroundings
Exchange phone numbers and photo of the other driver's IC
Give a missed call to check the number
Go to the police station and agree a time for the other driver to come
Fill in the accident form (both plate numbers, time, location)
Check the generated report before leaving the counter
Be ready to answer: location, traffic flow, your speed, weather
Collect your report copy and keputusan when ready
Visit a panel workshop with IC, documents and policy
Ask about the workshop warranty
Request a replacement car if your policy has one
Email your insurer for the loss of use claim
Not sure your policy would cover you like mine did?
Send me your car policy on WhatsApp and I’ll check three things in plain English: replacement car, loss of use and towing.
Quick questions
Should I go to the police station even for a small bump?
Yes, claim or not. Leave the official record before insurance claim comes into decision
Can I keep driving my car while waiting?
If your car is not safe to drive, ask the tow team send your car directly to panel workshop after police report.
Mine was still driveable, so I did. But if there’s another accident happen during this period, a second police is required (restart the process all over again).
Why is the other driver needed at the police station?
The sergeant needs both drivers present before concluding who is at fault.
Does the repair start right after the report?
No. It waited for the keputusan, which took about 2 weeks for me.
How long does a bumper repair take?
Mine took almost 1 month waiting for parts, where the installation and paint took about 1 week plus only. Get the workshop attendance number and follow up weekly to ensure timeline is met.
Will my NCD be affected if I was not at fault?
In my case, no. The workshop utilizes my NCD for repair claims, then NCD is back online once the bill is directed to faulty driver’s insurer.
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