March 3, 2016

Complaints & Mediation

If you have a complaint about the product or services of your insurance company or if you are not satisfied with the rejection or offer of settlement of a claim, you should first try to resolve the complaint with the Complaints Unit of the insurance company concerned.

You are advise to contact below respective insurance company’s complaint unit:

You may also want to seek the assistance of the respective association:

PIAM Contact information
Level 3, Wisma PIAM
150 Jalan Tun Sambanthan
50470 Kuala Lumpur
Tel: (03) 2274 7395/9
Fax: (03) 2274 5910

LIAM Contact Information
No. 4, Lorong Medan Tuanku Satu,
Medan Tuanku, 50300 Kuala Lumpur
Tel:603-2691 6168, 2691 6628, 2691 8068
Fax-603-2691 7978
e-mail :

If you are still not satisfied with the decision, you can write either to the Financial Mediation Bureau (FMB) or Bank Negara Malaysia (BNM), which will handle your complaints free of charge. You may wish to check with the officer of the Complaints Unit of the insurance company on the proper avenues 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. The FMB handles disputes between claimants and their own or third party insurance company.

The FMB is an independent body that provides consumers with fast, convenient and efficient avenue to refer their complaints or disputes for resolution as an alternative to the courts.

The FMB, however, will not handle disputes involving pricing of insurance products and underwriting issues, fraud cases and cases that have been or are referred to the court.

In addition, complaints referred to the FMB are limited to the following:

– RM200,000 for motor and fire insurance policies.

– RM100,000 for other type of insurance policies

– RM5,000 for third party property damage

For cases not within the purview of the FMB, you may refer them to BNM


Financial Mediation Bureau
Level 25, Jalan 4
Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: (03) 2272 2811
Fax: (03) 2274 5752