Kaotim Car & Kaotim Motor Qorus-NTT DATA Innovation in Insurance Awards 2026

Kaotim Car and Kaotim Motor were developed to address a structural limitation in traditional motor takaful distribution. While motor protection is essential, access has long been shaped by agent-led, process-heavy models that are increasingly misaligned with digital customer behaviour. Kaotim introduces a disruptive shift in insurance distribution by redesigning how customers discover, access, and purchase motor takaful through a customer-led, digital-first experience embedded into everyday mobility.

Concept and objectives: The core concept behind Kaotim Car and Kaotim Motor is to reinvent how motor protection reaches customers through a structural shift from intermediary dependency to direct digital access. The objective was to simplify access, reduce friction in the purchase journey, and position motor takaful as an intuitive component of everyday mobility rather than a formal financial transaction. Direct-to-customer distribution through a fully digital journey broadens market reach while maintaining trust, transparency, and governance standards.

Reasons behind the initiative: Market observations revealed a widening gap between how insurance is traditionally distributed and how customers now expect to engage with financial services. Although digital channels exist across the industry, many replicate offline processes instead of redesigning distribution architecture. Kaotim Car and Kaotim Motor were created in response to this shift in consumer behaviour, particularly among digitally native segments who prioritise speed, clarity, and self-directed decision-making.

State of competition: Within the Malaysian motor insurance and takaful landscape, most providers continue to rely heavily on intermediaries, with digital platforms functioning primarily as supplementary channels. Kaotim differentiates itself by positioning digital distribution as the primary mode of engagement. Customers are able to explore, select, and purchase motor takaful directly without dependency on physical branches or appointments.

Sources of inspiration: The initiative draws inspiration from digital ecosystems where services are seamlessly embedded into everyday life, including e-commerce platforms, mobility applications, and digital financial services. These models demonstrate how simplified journeys and on-demand access can materially increase adoption and engagement.

Departments involved: The development and rollout of Kaotim Car and Kaotim Motor required close collaboration across digital, product development, actuarial, operations, compliance, marketing, and customer experience teams. This cross-functional alignment ensured the distribution model remained customer-centric while operating fully within regulatory and Shariah frameworks.

Main results so far: Since launch, Kaotim Car and Kaotim Motor have achieved strong digital adoption, improved completion rates, and reduced time-to-purchase compared to traditional processes. The model has expanded reach without proportional increases in distribution cost, confirming its scalability and operational sustainability. Customer perception of motor takaful has shifted from a complex obligation to a more accessible and intuitive everyday solution.