30/06/2026
Over the years in this industry, I have had people who are not my clients reach out to me. A family member has just passed away, and they do not know who the agent was or which insurance company/takaful operator to contact, but they know me, so they ask if I can check the system to find out whether a policy/certificate exists, whether it is still in force, what it covers & how much the sum assured is. The honest answer is, I cannot. Even though I work in the industry, I am not the appointed servicing agent for that policy/certificate, and due to PDPA, I have no access to check on someone else's policy/certificate details.
This is the part that makes it harder. Even when the right person does find out a policy/certificate exists, the insurer/takaful operator will not just hand over the information to anyone who asks. If there is no nominee appointed, the immediate family needs to show proof of relationship, along with a Letter of Administration or Grant of Probate, before the company will reveal anything. If there is a nominee, they need to show proof that they are indeed the appointed nominee.
This is exactly why the new Semak Kasih portal from Bank Negara Malaysia is genuinely useful. It does not replace any of that process, but it solves a different problem entirely. Before this, families had to dig through old letters, search through drawers & files, or call one insurer/takaful operator after another, and there are so many insurance & takaful companies in Malaysia, hoping to find the right one. Now, you simply submit the deceased's details along with the death certificate, and the portal checks against existing records to tell you which company to contact.
It saves the searching. The actual claims process, with all its proper documentation, still has to happen the way it always has.
According to LIAM & MTA estimates, around 50,000 policies & takaful certificates involving death benefits remain unclaimed in Malaysia right now. That is not a small number.
I have seen this gap firsthand more times than I expected to. If you have lost a family member, even years ago, it might be worth checking. You can find it at https://www.mycoverage.my/en/semak-kasih.
Has this ever happened to you or someone you know, where finding out about a policy/certificate felt harder than it should have been?