We’re here to get you through your parcel insurance claim experience

Claim Now
Make A Claim
Beginning your parcel insurance claim can be easier than you think. Follow these simple steps designed to help you through the process

1. Login

Create an account with MCAP and login

2. Claim

Make a claim and submit required documents

3. Track

Monitor updates at every stage of your claim

SPECIAL NOTE

In the event your parcel is not insured under MCAP partner for claim processing, we will assist you to submit this parcel claim to your courier provider, and send this case to Malaysia Communications and Multimedia Commission (MCMC) for the record. You may download the claim report and follow up with your courier provider on the claim status.

Claim Now
Claim Checklist
There are some necessary information you need to prepare prior to filing your claim via MCAP :

Consignment Note

Consignment Note

Item Invoice

Item Invoice

Claim Letter from Courier Company

Download Template Here

Claim Letter from Courier Company

Police Report

(for lost parcel only)

Police Report

Claim Letter from Claimant

Download Template Here

Claim Letter from Claimant

Investigate Report

(from courier company)

Investigate Report

It is important that you notify us the soonest possible when misfortune occurs to your parcel. This will help us resolve your claim quickly. You are encouraged to submit a claim within 72 hours from the incident date.


Do not worry about the required document(s), you may submit a claim with minimum information, and return to the page again to update your claim when the document(s) are ready.

Frequently Ask Questions
Have questions? We're help to help.

Go to Activity in your Grab app, select the booking you want to claim, and report a missing or damaged item within 24 hours of delivery.

For the initial claim form, you'll need to submit the following details when making a claim:

  • Consignment note
  • Claim item(s)
  • Claim type
  • Claim amount
  • Proof of claim amount (e.g. item invoice)
  • Photos of the damaged item (if the item is damaged)
  • Police report (if the item is lost)
  • Claim letter
If we need additional documentation from you, we will reach out via email after the claim form is submitted.

Nope, the eligibility coverage period for your parcel insurance claim within 72 hours of delivery completion.

If you're claiming for a damaged item and you don't have an image of it, we will unfortunately have to reject your claim.

You will not be allowed to edit a claim after submission, except the consignment note number, courier company and claim amount. You may always re-visit the claim page to update more supporting information and document(s).

We will process your claim within 14 working days upon a complete submission. If your claim is approved, it will take an additional 14 working days to release the compensation payment to the courier company. You may obtain your compensation from the courier company.

Your approved claim amount may be different from your submitted claim amount due to these reasons:

  • The compensation limit was exceeded
  • An incorrect value was submitted

Yes, you may submit an appeal shall your claim be rejected.

MCAP is collaborating with a number of courier companies as listed in the claim form. If your courier company is not listed, we will generate a claim report to you, at the same time submitting a copy of the claim report to the Malaysian Communications and Multimedia Commission (MCMC). You may have to make the claim with your courier company.