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If you face any discrepancies or dissatisfaction from your insurance company or takaful operator, there are different avenues where you can lodge a complaint to resolve the problem before taking your case to court.
 
 
Complaints Unit of the insurance company or takaful operator
 
You should first submit your complaint to the Complaints Unit of your insurance company or takaful operator.
   

If you are not satisfied with the outcome of the complaint resolution, you can submit your complaint either to the FMB or Bank Negara Malaysia (BNM). The Complaints Unit should advise you on the next proper avenue to deal with your complaint.
   

When forwarding your complaint to either FMB or BNM, attach a copy of the decision letter of the insurance company or takaful operator.
   

To allow your complaint to be handled effectively you need to:
 
  STEP 1 Make your complaint in writing.  
  STEP 2 State essential information of your case clearly such as the name of the insurance company or takaful operator.  
  STEP 3 Mention your complaint in a sensible order and include relevant dates and reference numbers, e.g. the policy or certificate number and vehicle registration number, if relevant; give your contact address and telephone numbers.  
  STEP 4 Attach copies of the relevant documents and keep the originals; and keep a copy of your complaint letter for reference.  
       
 
 
 
If the Complaints Unit of the insurance company cannot settle the issue to your satisfaction. You can refer your case to the Financial Mediation Bureau (FMB).
 
 

FMB is an independent body established to resolve disputes arising from an insurance policy or takaful certificate free of charge.
   

If you need to submit your complaint to FMB, it must be done within six months from the date of final decisions of the insurance company or takaful operator.
   

If FMB makes a decision in your favour, the insurance company or takaful operator must abide by the decision.
 
  Types of complaints handled by FMB  
     
 
For insurance-related disputes, FMB will handle all disputes between claimants and insurance companies or takaful operators, subject to the following limits:
   

RM200,000 for motor and fire insurance policies or takaful plans.

RM100,000 for other types of insurance policies or takaful plans.

RM5,000 for third party property damage.
 
 
  Types of complaints not handled by FMB  
     
 

Cases involving claims exceeding the limits stipulated.
   

Complaints involving pricing of insurance products and underwriting issues.
   
Fraud cases.
   

Cases that have been or are being referred to the court or arbitration.
 
 
    Address Contact Number
  Financial Mediation Bureau
Level 25
Dataran Kewangan Darul Takaful
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur.
Telephone : 03-22722811
Fax : 03-22745752
Email : enquiry@fmb.org.my
 
 
 
 
 
 
 
 
Complaints that have been referred to FMB.
   
Complaints that have been referred to and decided by FMB.
   
The case has been referred to your solicitors or legal actions have been instituted.
   

The case pertains to institutions not under BNM's supervision, such as repair workshops and managed care organisations.
   

The complaint is made by agents against their principals or on employer/employee relationships or other matters not related to insurance or takaful.
 
Address Contact Number
  BNM LINK
Jabatan Komunikasi Korporat
Bank Negara Malaysia
P.O Box 10922
50929 Kuala Lumpur
Tel: 1-300-88-5465 (LINK)
Fax: 03-2174 1515

Email: telelink@bnm.gov.my
 
Download the booklet on making a complaint

 
  Download
here
You may forward your complaint to Bank Negara Malaysia if it is not under the jurisdiction of FMB. Download BNM’s complaint form.