Frequently Asked Questions

Signing up to GoInsurans


1. How do I access the GoInsurans platform?

We are currently a mobile responsive web-based platform that you can access from your desktop, tablet or mobile device. In future, we may release native mobiles apps for iOS and Android platforms.

2. How do I create a User (customer) account?

You may create a User profile for free at https://goinsurans.com/signup by filling up a few quick details or by signing in with Facebook.

3. How do I create an Agent account?

You may create an Agent profile for free at https://goinsurans.com/agent/signup by filling up a few quick details or by signing in with Facebook. You can also opt to upgrade to a PRO plan during this process.


Safety for our customers and agents


4. Is it safe to meet Insurans Agents through GoInsurans?

Our app gives customers the convenience of finding Insurance Agents around your area. We work hard to ensure only agents with a valid LIAM registration can join our platform. However, we advise both Agents and Users to take precaution before scheduling a face to face meetup, and that meetings are held in public or business areas. Please refrain from scheduling meetings at personal locations such as your home and we do not have the means to predict personal behaviour.


Helping customers find an agent, schedule appointments, sign up and rate agents


5. How do I find an agent?

You may search for insurance and takaful agents based on your current (please enable location services) or preferred location, services required, and the company name. You can then browse through our suggestions and choose to contact the ones you like.

6. How do I know how much insurance coverage I’ll need?

To help you estimate the amount of life insurance needed, you can do a simple Life Insurance Needs Analysis. This tool will consider your savings, debts and your current life needs to determine how much insurance you will need.

7. Where is GoInsurans currently available?

We are glad to be able to serve you across the whole of Malaysia. Please keep in mind that the availability or distribution of agents may differ according to area and time. Please try again at a different time or change your search location for better results.

8. How do I schedule a meeting with an agent?

Once an agent accepts your request, you can chat with them directly via the built-in messaging system to either get more info or plan a face to face meetup.

9. Can I chat with multiple agents at once?

Yes, you can choose to contact multiple Agents and chat with everyone who replies to you to determine which agent best suits your requirements before scheduling a meeting.

10. Is a customer committed to purchase when they select to chat or to meet with an Agent?

A customer has the right to do enough research and ensure that they are making the right choice before purchasing a policy. There are no obligations to purchase anything during chatting and meeting stages. Customers may decide to purchase a plan from a particular agent when they are ready and have received all the information they need with regards to their enquiries.

11. Can I cancel a meeting with an agent?

We do not encourage cancellations without proper cause as this may earn you poor ratings, but please communicate your plans properly with the Agents. Please be considerate of the Agents’ time and let them know in advance if you are unable to make it for a scheduled meeting. We have also included these same terms for the agent to ensure that both parties have a smooth experience.

12. How do I communicate with an Agent?

You can continue to use our built-in Chat feature or if you find it convenient to communicate through other channels, you may do so. However, we discourage sharing too much personal information prior to meeting an agent. GoInsurans will not take any responsibility for disputes arising outside of our platform.

13. Are you unable to find an Agent in your area?

Some areas may not have a high concentration of agents. We advise you try again at a different time or change your search location to help you achieve better results.

14. Can I setup a meeting for someone else?

We highly do not recommend setting up a meeting for anyone else. The User who intends to meet our agents may sign up on our platform for FREE before setting up an appointment. If you are setting up a meeting to purchase a policy for your child, you will need to be present at the meeting with the agent.

15. How do I pay for the insurance and takaful plans?

GoInsurans does not process any payments when you sign a plan with the agent. Most insurance providers accept credit card, debit card and bank transfers. The company that your selected product is from will have detailed information on their recognised payment methods to safeguard your security. Ensure that you are well informed on the insurance providers requirement before any payments are made. DO NOT make any payments by cash, or to the agent’s name. All payments should be directed to the insurance/takaful agency business or directly to the insurance/takaful company.

16. How do I rate an Agent?

You can rate an Agent on a scale of 1 (poor) to 5 (best) any time after starting communication with them, but please take note than you can only rate each Agent once. So it’s best to rate them after a proper face to face meeting. You can access the rating function by opening the Agent’s profile via the Chat window. Your rating allows us to ensure a great experience for other customers and maintain the standard of our agents.

17. How do I recommend an Agent to my friends?

You may recommend an agent through your social media accounts or by sharing their contact details, with their permission. Ideally, you should encourage your friends to use GoInsurans to search for a suitable agent themselves.


Helping agents find quality leads


18. As an Agent, can I search for customers?

Our platform has been designed for customers to search and select agents to their preference. The agent gets a connection request once a customer decides to communicate with an agent. We do not have the option for agents to search for customers.

19. Can I cancel a meeting with a potential customer?

We do not encourage cancellations without proper cause as this may earn you poor ratings, but please communicate your plans properly with the User. Please be considerate of the User’s time and let them know in advance if you are unable to make it for a scheduled meeting. We have also included these same terms for the customer to ensure that both parties have a smooth experience.

20. What are the payment methods accepted for Agents’ subscription?

GoInsurans uses PayPal (credit card) and BillPlz (FPX) for online payment, but we also accept manual payment directly transferred into our accounts. For manual payment, please contact us directly for more details.

21. I signed up but why am I not getting any leads?

Some areas may not have a high concentration of customers. Agents are encouraged to try exploring other locations in your profile. This will help you get more leads. Alternatively, we also encourage agents to keep a good rating to increase the chances of getting more customers.

22. Can I dispute a customer’s rating?

In some instances, an agent may be rated poorly although they may have given their best service. If an agent feels they have been wrongly rated, they may submit a dispute request to support@goinsurans.com.