My insurance agent has left. What should I do?

Start with these four steps

1. Find your insurer’s name. Check a policy document, premium notice or medical card. Keep the documents for your own reference; you do not need to send a full policy copy in your first enquiry.
2. Check your policy information. Use your insurer’s available customer channels to ask about policy status, payment records and who currently handles servicing. An unanswered message to an agent does not tell you whether a policy is active.
3. Separate servicing from a claim. Card access, contact updates and policy information are servicing requests. A request for benefits, such as hospitalisation reimbursement, is a claims enquiry.
4. Ask about the next step and keep a record. Confirm the appropriate contact, any required forms and how to follow up. Keep reference numbers and the date of each enquiry.

Where can I get help without my original agent?

Ask your insurer which customer service, branch or online channel is available for your policy, and whether a new servicing arrangement can be requested. Requirements vary between insurers.

For example, Prudential Malaysia lists policy documents, PRUServices, wealth planners, branches and customer service as ways to check policy details. It also explains routes for submitting and following up on servicing requests. This example applies to Prudential; it is not a universal procedure.

Source: Prudential Malaysia — Policy Servicing FAQ

How can ClaimHero assist?

Tell us your insurer and a short description of the problem. We can help you identify the relevant questions, understand the next steps and clarify the assistance available. We do not automatically have access to your insurer’s systems or your policy records.

Policy updates must follow the insurer’s authorised process. Claim decisions remain with the insurer. We will explain the scope of our assistance and any applicable fees before you proceed.

For card access, contact updates and other requests, read our policy servicing guide. If you need claims help, choose “Claim assistance” in the enquiry form.

What should I include in my first message?

Your insurer’s name, whether you need servicing or claims assistance, and whether you have already contacted the insurer are enough to start. Do not include NRIC numbers, bank details or medical reports in your first message.

Hi ClaimHero, I cannot reach my previous insurance agent. My insurer is [insurer]. I need help with [policy servicing / a claims enquiry]. Could you explain the next steps?

Common questions

Do I need to buy a new policy to ask for help?

You can contact ClaimHero about an existing policy. Tell us what assistance you need so we can clarify the available support.

Can ClaimHero become my servicing agent immediately?

Sending an enquiry does not appoint an agent or transfer a policy. Any appointment or authorisation must follow the insurer’s requirements.

What if I already have an ongoing claim?

Keep the claim reference and correspondence for your own records. Ask the insurer which team is handling it and whether anything remains outstanding. You can also ask ClaimHero to explain how we may assist; an enquiry to us is not a formal claim submission.