How to File A Complaint Against the Insurer

Things That You Should Know Before Making A Complaint

• You have to try to resolve your complaint with the Complaints Unit of the insurer concerned.
  
  
• If you are not satisfied with the response or decision of the insurer concerned, you may submit your complaint either to the Financial Mediation Bureau (FMB) or Customer Services Bureau, Bank Negara Malaysia (the Bank).
  
  Kindly check with the Complaints Unit of insurer concerned on the proper avenue for dealing with your complaint.
  
  
• If you need to submit your complaint to FMB, it must be done within six months from the date of the insurance company's final decision.
  
  
• Complaints referred to the FMB are limited to RM200,000 for motor and fire policies, RM100,000 for other classes of policies and RM5,000 for third party property damage.
  
  
• The FMB, however, will not handle complaints involving pricing of insurance products, underwriting, fraud cases and cases that have been or are being referred to the court.
  
  
• FMB's address:
  
  

  Tingkat 25, Bangunan Sime Bank
  4, Jalan Sultan Sulaiman
  50000 Kuala Lumpur
  
  Tel No.: 03-2272 2811
  Fax No.: 03-2274 5752
  
  

• For all other cases which are not within the purview of FMB may be referred to the Bank.
  
  
• The Bank, however, will not handle:
  
  
  • complaint involving claim exceeding RM500,000 except if it relates to complaint on the quality of service and unfair claim handling;
  • complaint which has been forwarded to FMB or the court, and referred by legal firms or under their conduct (except on confirmation of cover);
  • complaint against a motor workshop which is not under PIAM Approved Repairers Scheme;
  • complaint by insurance agent against his/her principal; and
  • complaint by insurance staff against their employer.