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Vehicle Protection & Accident Assistance

ORVO Care+

Responsible support when an unexpected incident happens during an ORVO chauffeur service.

Clear procedures, transparent assessment and practical assistance designed to reduce inconvenience for customers while keeping every claim fair and properly documented.

START A CASE VIEW COVERAGE
Documented ReviewEvery case is reviewed using booking records and incident evidence.
Repair CoordinationApproved repairs can be paid directly to an ORVO-recognised workshop.
NCD SupportEligible compensation may be provided as monthly free chauffeur credit.
Human AssistanceORVO helps coordinate claims, workshops, towing and next steps.
Protection Levels

What ORVO Care+ covers

The level applied depends on the confirmed cause of the incident, available evidence and the final responsibility assessment.

When evidence confirms that minor vehicle damage was caused by the negligence of an ORVO Driver, ORVO may approve repair without using the customer's motor insurance, helping to avoid unnecessary impact on the customer's NCD.

  • Repair must normally be assessed and completed by an ORVO-recognised workshop.
  • Once approved, ORVO pays the approved repair amount directly to the recognised workshop.
  • The customer remains free to choose their own workshop. However, independent workshop claims require complete evidence and prior ORVO approval before repair begins.
  • For a customer-selected workshop, ORVO may require accident photographs, both parties' written statements, booking details, a pre-repair quotation, workshop registration details, replaced-part evidence and a final official invoice or receipt.
  • ORVO may request a second quotation or independent inspection when the amount appears inconsistent with the visible damage.
  • Approved customer inconvenience compensation is provided as a monthly free chauffeur-service allowance for up to 12 months.
  • After OR$ becomes available, eligible compensation may instead be credited directly as OR$ according to the approved value and schedule.
Repairs started before ORVO completes its review may not qualify for reimbursement, except where immediate repair is necessary for safety or to prevent further damage.

When major damage caused by an ORVO Driver requires a motor-insurance claim, ORVO will assist the customer throughout the reporting, claim and repair process.

  • ORVO assists with accident documentation, police-report guidance, insurer communication, workshop coordination and claim follow-up.
  • Any NCD-related support is assessed only after the customer provides evidence of the actual additional insurance cost or confirmed NCD impact.
  • Eligible NCD support is converted into monthly free chauffeur-service allowance for up to 12 months, subject to the approved amount and programme limit.
  • For example, an approved annual support value may be divided into 12 equal monthly service allowances.
  • After OR$ launches, approved support may be credited as scheduled OR$ instead of monthly free chauffeur allowance.
  • ORVO Care+ is a customer-support programme and does not replace the customer's motor insurance or guarantee that every insurer will approve a claim.
The approved support amount is based on verified documents, responsibility findings and ORVO Care+ limits. It is not automatically equal to the full repair cost, full NCD value or future premium changes.

Where available evidence shows that the ORVO Driver was not responsible, ORVO does not pay the vehicle-damage claim. However, ORVO will still help the customer manage the situation.

  • Assistance with evidence collection, police-report preparation and insurer or third-party claim steps.
  • Assistance contacting towing, a workshop or the customer's insurer where required.
  • One complimentary ORVO chauffeur service may be provided as a goodwill benefit after the case is recorded.
  • The complimentary service is subject to booking availability, service area and the applicable programme limit.

ORVO is not responsible for the repair cost of a customer's own mechanical failure, wear and tear, battery issue, tyre defect or pre-existing condition.

  • At the customer's request, ORVO may help contact a towing provider, workshop, insurer roadside service or emergency contact.
  • Any towing, repair, parts or third-party charges remain payable by the customer unless separately covered by the customer's insurance.
  • ORVO's assistance is intended to reduce inconvenience and does not represent an admission of liability.
Start A Case

Report the incident

For the current Cloudflare version, the form prepares a structured WhatsApp report. Photo and document uploads will be added later through ORVO OS.

Claim process

Do not agree to a private settlement or begin non-urgent repairs before ORVO reviews the case.

1
Make the scene safeStop safely, check everyone involved and contact emergency services when necessary.
2
Record evidenceTake wide and close-up photos, vehicle positions, plates, road conditions and visible damage.
3
Report to ORVOSend booking information, incident details and available evidence as soon as reasonably possible.
4
AssessmentORVO reviews driver and customer statements, photos, quotations and responsibility information.
5
Repair or insurance routeORVO confirms whether the approved case proceeds by workshop repair or insurance claim support.
6
Support scheduleAny approved monthly free-service or future OR$ compensation is recorded and scheduled.

Initial incident report

Submitting this report opens a review only. It does not confirm liability or approval.

Photo upload coming with ORVO OS.
After opening the WhatsApp report, attach your accident photos, video, police report, quotation, invoice or other documents directly in the same chat.
Only share documents relevant to the incident. Avoid sending passwords, banking PINs or unrelated personal information.
Evidence Guide

What to prepare

Complete evidence protects both customers and drivers and helps prevent inflated, duplicated or fraudulent claims.

At the incident scene

Wide-angle scene photos, close-up damage photos, all vehicle plates, road signs, lane position, weather conditions and third-party contact details.

For repair approval

Pre-repair quotation, workshop name and registration details, itemised labour and parts, estimated repair duration and photos before repair begins.

For final payment

Official invoice or receipt, proof of completed repair, replaced-part evidence when requested and payment information for the approved workshop.

FAQ

Important questions

Can I use my own workshop?

Yes. ORVO may still allow a customer-selected workshop, but approval is not automatic. The customer must obtain ORVO approval before non-urgent repair begins and provide complete evidence, an itemised quotation and a final official invoice. ORVO may arrange a second inspection or quotation.

Will ORVO pay cash directly to me?

The preferred method is direct payment to an approved workshop. Reimbursement to a customer is considered only where direct workshop payment is impractical and the case has already been approved with complete supporting documents.

How is monthly free chauffeur credit calculated?

ORVO first determines the approved support value from verified documents and programme limits. That approved value may then be divided into up to 12 monthly service allowances. Unused monthly allowance, expiry and booking rules will be stated in the final approval notice.

Does ORVO Care+ replace motor insurance?

No. ORVO Care+ is a service-support programme. Major accidents may still require the customer's motor insurer, police reporting and other normal claim procedures.

What happens if information is false or exaggerated?

ORVO may suspend the review, reject the case, recover amounts already paid and take further action where documents, damage, quotations or incident details are intentionally false, altered, duplicated or concealed.

Important: ORVO Care+ benefits are subject to booking verification, evidence review, responsibility findings, programme limits, exclusions and final written approval. This page is a programme summary and not an insurance contract. ORVO may update the detailed procedure as the programme and ORVO OS develop. Nothing on this page prevents any party from exercising rights available under applicable Malaysian law or an existing motor-insurance policy.
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