• What should you do if you have a complaint?

You can register a complaint via

1. Calling the toll free phone line at 1800-888-990
2. Fax 03-2693 2893
3. E-mail Customer Care
   customercare@uniasiageneral.com.my
4. Walking in
   Customer Care
   Uni.Asia General Insurance Berhad
   Ground Floor, Menara Uni.Asia
   1008, Jalan Sultan Ismail
   50250 Kuala Lumpur
5. Uni.Asia Branch Offices
6. Writing to us
   Customer Care - Complaint Unit
   Uni.Asia General Insurance Berhad
   10th Floor, Menara Uni.Asia
   1008, Jalan Sultan Ismail
   50250 Kuala Lumpur
7. Using the online feedback form
   

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a response to your complaint within 10 working days.


• How we will handle your complaint?

We strive to provide a consistently high standard of service at all times. We recognise that occasionally mistakes or misunderstandings may occur. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

If you make a complaint we will make sure that your concerns are addressed as quickly as possible.


• What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by The Financial Mediation Bureau (FMB) or Biro Pengantaraan Kewangan (BPK) at tel: 03-2272 2811 or fax: 03-2274 5752.

Any policyholder who is not satisfied with the decision of an insurance company may write to the FMB, giving details of the dispute, the name of the insurance company and the policy number. Copies of the correspondence between the policyholder and the insurance company must be submitted to facilitate FMB’s reference.

An award of the FMB is binding on the Company. The policyholder can choose to accept or not. Acceptance is acknowledged only if it is in writing within 14 days of the decision. The Company shall settle the award within 30 days of policyholder’s acceptance. But if the policyholder is not satisfied, he can reject the FMB’s decision and pursue alternative legal recourse instead. There is no fee charged for FMB services:-

Biro Pengantaraan Kewangan
Tingkat 25, Bangunan Sime Bank
4, Jalan Sultan Sulaiman
50000 Kuala Lumpur

You may also choose to refer to The Corporate Communication Department of Bank Negara Malaysia (BNM) at tel: 03-2698 8044 or fax: 03-2693 6919.

Any policyholder who is not satisfied with the conduct of an insurance company may in the alternative, write to the Consumer and Market Conduct Department of BNM, giving details of the complaint, the name of the insurance company and the policy number or the claim number. Documentary support should be provided to facilitate reference at:-

Pengarah
Jabatan Komunikasi Korporat
Bank Negara Malaysia
Tingkat 14b, Peti Surat 10922
50929 Kuala Lumpur