FAQ About mySalam

About mySalam Scheme

mySalam is a free takaful income assistance scheme by the Government which provides takaful protection for eligible individuals.

Recipients of mySalam are individuals who receive special government assistance payments, for programs such as Bantuan Rakyat 1 Malaysia, Bantuan Sara Hidup and Bantuan Prihatin Rakyat.

mySalam eligibility will be notified in stages to mySalam recipients, via SMS to the phone number as updated for the programs mentioned above.

Those who are eligible for mySalam will be notified via SMS from 1 March 2019 onwards. Those who are eligible but have yet to receive any SMS notification can e-mail info@mysalam.com.my or call the 24-hour mySalam Careline at 1-300-888-938 for assistance.

A one-time RM8,000 cash payout upon diagnosis of one of the 45 Critical Illnesses and RM50 daily hospitalisation income replacement up to RM700 per annum at any government, military or university hospitals.

mySalam coverage took effect on 1 January 2019. The expanded benefits commenced on 1 January 2020.

Yes, but relevant documentation for claims, such as medical or diagnostic reports, admission and discharge sheets must be submitted together with the claims.

If a pre-existing condition was diagnosed before 1 January 2019, you can still claim for income replacement during hospitalisation or for Critical Illness Benefit, subject to the following terms:

(i) For hospitalisation income replacement benefit, claims are allowed if you were hospitalised on/after 1 January 2019.

(ii) For Critical Illness Benefit, claims are allowed if the pre-existing illness has not progressed to the severity level specified in the definition of the Critical Illness prior to 1 January 2019. Please refer to for definitions of the 36 Critical Illnesses.

The following examples illustrate possible scenarios under 7(ii):

Example 1

Mr A had a heart attack in 2017. He cannot make a claim for this because it happened before 1 January 2019.
In February 2019, Mr A suffered another heart attack. As the second attack occurred after 1 January 2019, he is eligible to claim RM8,000 under Critical Illness Benefit.

Example 2

Mr B was diagnosed with diabetes in 2010 and his condition worsened over time. In March 2019, Mr B was diagnosed with kidney failure (chronic irreversible failure of both kidneys), a condition that requires regular dialysis. In this case, he is eligible to claim RM8,000 under Critical Illness Benefit.

Example 3

Mr C was diagnosed with kidney failure in 2018 and currently undergoes regular dialysis. He is not eligible for Critical Illness Benefit as the irreversible condition of his kidneys occurred prior to 1 January 2019.
However, if he suffers a heart attack (listed under the 36 Critical Illnesses) on January 2 2019, he can claim RM8,000 under Critical Illness Benefit.

Example 4
Mr D was diagnosed with early stage Parkinson?s Disease in 2005 but was still able to perform his daily activities. His condition gradually worsened resulting in progressive impairment. In March 2019, Mr D received a confirmed diagnosis from his neurologist of his permanent inability to perform basic tasks such as eating, bathing and moving without assistance, and that his condition cannot be controlled with medication. In this case, he is eligible to claim RM8,000 under Critical Illness Benefit.

Example 5

Miss E was diagnosed with Carcinoma-in-situ of the breast in 2018. She cannot make a claim for this because Carcinoma-in-situ is not covered in the list of 36 Critical Illnesses.
In March 2019, a doctor confirmed that Miss E's condition had progressed to Stage 1 Breast Cancer. In this case, Miss E is eligible to claim RM8,000 under Critical Illness Benefit, as cancer diagnosed on/after 1 January 2019 is covered in the list of 36 Critical Illnesses.

Example 6

Mr F was diagnosed with Stage 1 Lung Cancer in 2017. He responded well to treatment and by 2018, was declared cancer-free. In February 2019, a doctor?s diagnosis confirmed that his lung cancer had relapsed. As the relapse occurred after 1 January 2019, he is eligible to claim RM8,000 under Critical Illness Benefit.

Refer to the following instructions to submit a claim:

i. Critical Illness claims

Step 1: Go to www.mysalam.com.my and log in using your National Registration Identity Card (NRIC) and the password sent to you via SMS (or the latest password that you have set).

Step 2: Click on "Download Form" and download the "Critical Illness - Doctor's Statement form", based on the type of critical illness.

Step 3: Ask your attending doctor or specialist to complete the "Critical Illness - Doctor's Statement form".

Step 4: Log in to www.mysalam.com.my and click on the "Claims" icon, followed by the "Claims Submission" icon. Then, scroll down the webpage and click on the "CI Claims" icon.

Step 5: Fill in the information required and click on the "Upload" button to upload the following documents in *.pdf or *.jpeg format
a) Critical Illness - Doctor's Statement form
b) Copy of identity document, i.e. NRIC (front and back)

Step 6: Click on the "Submit" button to complete the claim submission.

ii. Hospitalisation claims

Step 1: Go to www.mysalam.com.my and log in using your NRIC and the password sent to you via SMS (or the latest password that you have set).

Step 2: Click on the "Claims" icon, followed by the "Claims Submission" icon. Then, scroll down the webpage and click on the 'Hospitalisation Claims' icon.

Step 3: Fill in the information required and click on the "Upload" button to upload the following documents in *.pdf or *.jpeg format
a) Copy of Discharge Note
b) Copy of identity document, i.e. NRIC (front and back)

Step 4: Click on the "Submit" button to complete the claim submission.

The estimated timeframe to process both hospitalisation and critical illness claims is ten (10) working days, provided the complete set of required documents has been submitted. If any documentation or information received is incomplete, the claim will only be processed once the missing documentation has been submitted. Notification of the status of the claim, i.e. incomplete documentation, will be done via SMS and can also be accessed via the online portal at www.mysalam.com.my. Claim applicants will also be notified via SMS whether their application has been accepted or rejected. The same information will also be updated on the mySalam portal.

Successful claimants will be notified via SMS and the information will be updated on the mySalam portal. The participating takaful operator will then proceed to process the payment and credit the cash directly into the recipient's account as registered with the Bantuan Sara Hidup scheme.

As of now, this scheme only covers hospitalisation in Malaysian Government Hospitals. University Hospitals and Military Hospital that are listed on the mySalam website.


Recipients who were diagnosed at a private medical facility but are receiving treatment at a government hospital or any of the other qualified hospitals are also entitiled to make a claim.

The list of hospitals is available on the mySalam website at www.mysalam.com.my. Please note that the list is subject to change.

Great Eastern Takaful Berhad, a takaful operator licensed under the Islamic Financial Services Act 2013, is the current administrator of the Scheme. Other takaful operators may be appointed to administer the Scheme in the future.

Yes, mySalam is a Shariah-compliant scheme. It is a takaful product managed in accordance with Shariah principles.

Protection under mySalam is provided for free.

For mySalam recipients, further information such as eligibility of the Scheme, benefit details, benefit entitlement, claim status, list of hospitals and others can be accessed via the online portal at www.mysalam.com.my by logging in using your National Registration Identity Card (NRIC) and the password sent to you via SMS (or the latest password that you have set).


You can also e-mail us at info@mysalam.com.my or call the 24-hour mySalam Careline at 1-300-888-938. mySalam kiosks operate from 9 a.m. to 5.30 p.m. Monday to Friday at 30 Government Hospitals nationwide. For the list of operating kiosks, please refer the menu below


Wilayah Persekutuan

  1. Hospital Kuala Lumpur
  2. Hospital Ampang
  3. Hospital Putrajaya
  4. Hospital Universiti Kebangsaan Malaysia (HUKM)
  5. Institut Kanser Negara (IKN)

Selangor

  1. Hospital Selayang
  2. Hospital Kajang
  3. Hospital Serdang
  4. Hospital Sg. Buloh
  5. Hospital Kuala Kubu Bahru
  6. Hospital Banting
  7. Hospital Tengku Ampuan Rahimah, Klang
  8. Hospital Tanjung Karang
  9. Hospital Sabak Bernam
  10. Pusat Perubatan Universiti Malaya (PPUM)

Perak

  1. Hospital Raja Permaisuri Bainun, Ipoh
  2. Hospital Seri Manjung, Manjung

Pulau Pinang

  1. Hospital Umum Pulau Pinang
  2. Hospital Seberang Jaya
  3. Hospital Bukit Mertajam

Kedah

  1. Hospital Sultanah Bahiyah, Alor Setar
  2. Hospital Kulim

Perlis

  1. Hospital Tuanku Fauziah

Kelantan

  1. Hospital Raja Perempuan Zainab, Kota Bharu
  2. Hospital Universiti Sains Malaysia (HUSM), Kubang Kerian

Pahang

  1. Hospital Tengku Ampuan Afzan, Kuantan

Johor

  1. Hospital Sultanah Aminah, Johor Bahru
  2. Hospital Sultan Ismail, Johor Bahru
  3. Hospital Pakar Sultanah Fatimah, Muar

Sarawak

  1. Hospital Umum Kuching
  2. Hospital Sibu
  3. Hospital Bintulu

Sabah

  1. Hospital Queen Elizabeth 1, Kota Kinabalu
  2. Hospital Wanita dan Kanak-Kanak Likas
  3. Hospital Duchess of Kent, Sandakan

Recipients of Bantuan Sara Hidup (BSH) who are above the age of 65 (that are not listed under mySalam) are automatically eligible for PeKa B40. No special registration is required to join PeKa B40. Please visit the PeKaB40 website for more details.

You will not be paid the daily hospital allowance benefit if you are hospitalised as a result of, including any of the following whether directly or indirectly:
• Suicide, attempted suicide or self-inflicted injuries, while sane or insane;
• War or any act of war, declared or undeclared, criminal or terrorist activities, active duty in any armed forces, direct participation in strike, riots and civil commotion or insurrection;
• Committing, attempting or provoking an assault or a felony, or from any violation or attempted violation of law or resistance to arrest;
• Alcoholism, illegal drugs, intoxication, venereal disease and its sequelae, pregnancy, child birth (including surgical delivery), miscarriage, abortion and prenatal or postnatal care and surgical, mechanical or chemical contraceptive methods of birth control or treatment pertaining to infertility, Erectile dysfunction and tests or treatment related to impotence or sterilisation.

mySalam and PeKa B40 schemes are two government initiatives with different eligibility and benefits. You may be eligible to receive the benefits from both schemes if you are between 40 and 65 years old.

Under the expansion of the mySalam scheme as announced during the Belanjawan 2020, recipients of Bantuan Sara Hidup who are single, age 40 to 65 years old with an income of less than RM24,000/annum, are eligible to enjoy the coverage offered by the mySalam scheme.

Category of Single is as follows:

  • BSH Recipient who is a single parent (due to divorce or death of spouse) with children.
  • Recipients of BSH who have never been married, a widow/widower without children.

If you or your family member are single but have not applied for Bantuan Sara Hidup, we encourage for you to register as a Bantuan Sara Hidup recipient at the nearest Lembaga Hasil Dalam Negeri (LHDN) office, to enjoy benefits offered by the mySalam scheme.

We strive for claims process to be completed within ten (10) working days, subject to receipt of complete documentation. Once a claim submitted has been approved for payment, please allow 2-3 working days for the crediting transaction to be completed.


If you have submitted a claim and it has been 10 days since the submission date, we encourage you to login to the mySalam portal for information on status of claim submitted, or contact us at 1 300 88 8938.

Currently the mySalam portal does not allow for deletion of attachments. If you have exceeded the maximum limit for attachments, and need to add additional documents, please contact info@mysalam.com.my, with claim number as the subject, for assistance.

No. mySalam claims payment will be credited to member (beneficiary) bank account only. Instructions for payment to a third party account will be rejected by bank.


Ex: Mr. Abu (a Bantuan Sara Hidup and mySalam recipient) updated his spouse, Puan Murni's, account number during application for Bantuan Sara Hidup. mySalam claims payment will not be made to Puan Murni's account.


We encourage you to update your bank account information registered for Bantuan Sara Hidup, to facilitate claims payment.

If you are eligible for mySalam Scheme and at the same time, your name is listed in the insolvency record, please let us know at info@mysalam.com.my when your claim has been approved.

Those hospitalised due to the Covid-19 virus are entitled to claim hospital allowance of RM50 a day for up to 14 days a year.


Complications due to the Covid-19 virus that result in any of the 45 listed Critical Illness can make a claim under the Critical Illness benefit.

Here are the forms that need to be completed for critical illness claim:

Form CI-01 - Cancer

  • of specified severity;
  • does not cover for the followings:

    1. all cancers which are histological classified as any of the following:
      1. pre-malignant;
      2. non-invasive;
      3. carcinoma in situ;
      4. having borderline malignancy;
      5. having malignant potential;
    2. all tumours of the prostate histologically classified as T1N0M0 (TNM classification);
    3. all tumours of the thyroid histologically classified as T1N0M0 (TNM classification);
    4. all tumours of the urinary bladder histologically classified as T1N0M0 (TNM classification);
    5. chronic Lymphocytic Leukemia less than RAI Stage 3;
    6. all cancers in the presence of HIV; and
    7. any skin cancer other than malignant melanoma;


Form CI-02 - Heart Related Conditions

  • Coronary Artery By-Pass Surgery
  • Heart Attack - of specified severity
  • Heart Valve Surgery
  • Angioplasty and Other Invasive Treatments for Coronary Artery Disease
  • Primary Pulmonary Arterial Hypertension - of specified severity
  • Serious Coronary Artery Disease
  • Surgery to Aorta
  • Cardiomyopathy - of specified severity


Form CI-03 - Brain, Nerve and Muscle

  • Alzheimer's Disease / Severe Dementia
  • Coma - resulting in permanent neurological deficit with persisting clinical symptoms
  • Encephalitis - resulting in permanent inability to perform Activities of Daily Living
  • Loss of Independent Existence
  • Major Head Trauma - resulting in permanent inability to perform Activities of Daily Living
  • Motor Neurone Disease - permanent neurological deficit with persisting clinical symptoms
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Paralysis of Limbs
  • Bacterial Meningitis - resulting in permanent inability to perform Activities of Daily Living
  • Parkinson's Disease - resulting in permanent inability to perform Activity of Daily Living
  • Stroke - resulting in permanent neurological deficit with persisting clinical symptoms
  • Benign Brain Tumour - of specified severity
  • Apallic syndrome (ie. Persistent Vegetative State (PVS))
  • Poliomyelitis
  • Elephantiasis
  • Creutzfeldt-Jakob Disease (Mad Cow Disease)
  • Brain Surgery


Form CI-04 - Eyes, Ears and Speech

  • Deafness - Permanent and Irreversible
  • Loss of Speech
  • Blindness - Permanent and Irreversible


Form CI-05 - Liver Related Conditions

  • End-Stage Liver Failure
  • Fulminant Viral Hepatitis
  • Chronic Relapsing Pancreatitis


Form CI-06 - Kidney Related Conditions

  • Kidney Failure - requiring dialysis or kidney transplant
  • Systemic Lupus Erythematosus With Severe Kidney Complications
  • Medullary Cystic Disease


Form CI-07 - HIV Related Conditions

  • Full-Blown AIDS
  • HIV Infection Due To Blood Transfusion
  • Occupationally Acquired Human Immunodeficiency Virus (HIV) Infection


Form CI-08 - Others Critical Illness

  • End-Stage Lung Disease
  • Major Organ / Bone Marrow Transplant
  • Third Degree Burns - of specified severity
  • Progressive scleroderma
  • Chronic Aplastic Anemia - resulting in permanent Bone Marrow Failure


Form CI-09 - Terminal Illness

  • Terminal Illness


Note : Please ensure the following information is filled in by the attending doctor on the CI form:-


Name of patient (Person Covered), New NRIC No., signature and official stamp of attending doctor, and relevant illness details.

  • Full Name of Patient / Person Covered
  • NRIC Number of Patient / Person Covered
  • Date of Admission
  • Date of Discharge
  • Final Diagnosis
  • Signature & Stamp of Medical Officer

mySalam consultants are ready to assist you in answering your enquiry or to help with your claim submission. mySalam consultants are currently at kiosks in selected Ministry of Health Hospitals, with plans for more kiosks around Malaysia.


You may visit mySalam consultants at the following kiosks around Malaysia.

Here at mySalam, we are proud to be part of the national agenda in ensuring Takaful coverage for eligible Malaysians.

Whether you have a complaint or a compliment to share with us, we would like to hear from you and we invite you to call, write or email to us, so that we can better understand the issues that you are facing, which we hope will enable us to further enhance the quality of service delivered to you.

What we want to know:

  • If your experience from the services that we provide meet or exceed our standard
  • If our customers are happy with our services
  • If we can take steps to further improve our services
Click here to see the information that we need from you, what we will do after receiving a feedback/complaint from you and what to do if you are not satisfied with our response to complaint.

Refer to the following instructions for steps to check an incomplete claim:

Step 1: Go to www.mysalam.com.my and log in using your National Registration Identity Card (NRIC) and the password sent to you via SMS (or the latest password that you have set).





Step 2: Click on the "Claims" icon, followed by the "Claims Status" icon





Step 3: Click on Claim Number with status of pending document.



Step 4: Please refer to 'Remark' box to check for additional documents/information required



Step 5: Click on the "Choose File" button to upload the complete required document/information. Then, click on the "Attach" button.



Step 6: Scroll down the webpage and click on the "Submit" button.

Refer to the following instructions for steps to check for status of claim payment:

1. Login into mySalam Portal


2. Click on Claims


3. Click on Claim Status


4. Enter Claim Number


5. Click on symbol


6. Claim Status whether Successful or Unsuccessful
If payment attempt was Successful:


If payment attempt was Unsuccessful:


Reasons why payment attempt was unsuccessful:

  1. Bank Account updated does not belong to Member (belongs to a 3rd party/ family member)

    Action Needed: Member needs to update a different Bank Account/ Account Number that belongs to him/herself. Upon new update of account details, new payment attempt to be made, & expected to be received within 14 Working Days.

    Please ensure that details of Bank Account updated in the portal, are Bank Account belonging to the Member. Update of Bank Account belonging to a 3rd party will lead to unsuccessful payment attempt.

  2. Bank Account updated is dormant.

    Action Needed: Member needs to reactivate his/her bank account. Upon new update of account details, new payment attempt to be made, & expected to be received within 14 Working Days.

  3. Bank Account that was updated has been blocked due Insolvency/bankruptcy issues.

    Action Required: Member needs to obtain permission from Malaysian Department of Insolvency (MdI), to use existing account / open new bank account. Upon update of account details, new payment attempt to be made, & expected to be received within 14 Working Days.

    Permission for use of bank account from Malaysian Department of Insolvency (MdI) is to comply with statutory requirements under Insolvency Act 1967.

Forgot Password & Setting of Secret Question

  1. Click on Forgot Password

  2. Enter NRIC

  3. Confirm Phone Number used. If Phone Number displayed is correct & belongs to User, click Yes, send SMS. A temporary password will be sent via SMS to the User's mobile phone. User may login using the temporary password provided, without continuing to Step 4.

    If Phone Number displayed is incorrect or no longer used by User, to select No, not my phone number.

  4. To enter required information. Information is as updated with LHDN/ last updated by User. Required field is Postcode, State, & Gender. User to enter Captcha characters displayed before clicking Submit

  5. System will prompt user to set a new password. User can login using the newly set temporary password.

  6. After login using temporary password, user will be prompted to complete the following fields. After clicking Save, Information will be stored. Information stored is case, space, symbol sensitive & cannot be modified after having been set.
    • Mobile Number
    • New Password
    • Re-type New Password
    • What was your first car?
    • What state did you grow up in?
    • What's your favourite food?
    • What is your mother's maiden name?

  7. After clicking Submit, user will be directed to the home page.


    If no subsequent reset password made at the Portal, process ends here. If User have forgotten password information saved in Step 6, to proceed to Step 8.

  8. If User forgets password, repeat steps 1 to 3.
  9. User will be prompted with questions completed in Step 6.


    Note: If any incorrect/ inaccurate answer entered (for example, actual answer for "What state did you grow up in?" question is "Perlis" but information entered is "perlis", verification will fail and User is prompted with the below remark. User may reattempt to answer the verification questions again, or to contact mySalam call centre at 1-300-88-8938 for assistance to perform a password reset & access to portal.


  10. If secret question answered correctly, system will prompt user to set a new password. User can login using the newly set temporary password.
  11. User will be prompted to complete the following fields. After clicking Save, Information will be stored.
    • Mobile Number
    • New Password
    • Re-type New Password
  12. User will be directed to the homepage.

Only eligible and mySalam recipients diagnosed with POSITIVE COVID-19 can submit COVID-19 related claims under the Hospitalization benefit in 2022.


The documents required for the claim are as follows:
CategoryDocuments Required for Claims Submission
Positive for COVID-19 in hospital
  • Discharge note or document issued by the Hospital/ Ministry of Health Malaysia confirming the diagnosis
  • Copy of front and back Identity Card.
Positive to have COVID 19 and is/ has undergone an isolation order from the Ministry of Health Malaysia at the Quarantine Center/ own residence.
  • Isolation Order Letter and Release Letter issued by the Ministry of Health Malaysia
  • Copy of front and back Identity Card
** Please obtain the Isolation Order Letter and Isolation Release Letter signed by an officer from the Ministry of Health Malaysia together with a clear official stamp from the nearest CAC/PKD.

mySalam recipients can still submit claims related to a positive diagnosis of COVID-19 under the Hospitalization benefit for 2022, if they have been admitted to a mySalam panel hospital or have been ordered to undergo quarantine (Isolation/Quarantine Order Letter (Annex 14) and Quarantine Release (Annex 17) issued by the District Health Center Officer (PKD) is required).

For reference, quarantine-related claims related to close contact cases (where the COVID-19 diagnosis is negative) are only accepted for quarantine dates up to 31 October 2021 and claims must be submitted no later than 31 December 2021. Any home quarantine related claims after 31 December 2021, will only be accepted for a positive diagnosis of COVID-19. Information on this matter has also been made on the mySalam website, since 12 October 2021.

Starting April 2022, mySalam will accept Hospitalization claims from mySalam recipients who have been subjected to quarantine orders related to Positive COVID-19 cases & received digital Home Surveillance Order (HSO) & Release Order (RO) certificates from the MySejahtera application. Claims using digital Home Surveillance Order (HSO) & Release Order (RO) certificates will be received for quarantine date of up to 30 April 2022.

Screenshots from MySejahtera are accepted without the need to obtain confirmation/endorsement from officers from the Ministry of Health Malaysia (MOH).

The deadline to submit claims, for claims using Home Surveillance Order (HSO) & Release Order (RO) digital certificates is 30 June 2022. Claims using Home Surveillance Order (HSO) & Release Order (RO) digital certificates received after that date will NOT be accepted.

Yes. Claims for Hospitalization or Critical Illness benefits are open until 30 June 2024, provided that the event date of hospitalization or diagnosis of critical illness occurred during the eligibility period (2019 until 2023).

To illustrate, Encik Azman is eligible for mySalam since 2019. He was diagnosed with a critical illness (cancer) in 2021. Assuming that he had never submitted a claim to mySalam before, Encik Azman would still be able to submit a claim until the deadline of 30 June 2024, by logging in to the mySalam portal for document uploading.

Claims submitted after 30 June 2024 will not be entertained.