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How To Make A Complaint

The Pacific Insurance Berhad > How To Make A Complaint

How To Make A Complaint

Details of your Complaints

In order for the company to effectively resolve your complaint, it is important that you provide us as much information as possible, including the details listed below.:-

  1. Account Information – name, policy number or account number.
  2. Contact Details – mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc).
  3. Complaint Information – details of the complaint and any supporting evidence.

Upon receipt of the required information, we will commence our investigation into your complaint and work towards achieving a satisfactory resolution.

Should you believe that your complaint has not been resolved in a fair manner, kindly notify us, and we will advise on alternative dispute resolution avenues available.

Recording of Complaints

All complaints received are recorded in a register and a complaint file is created for documentation of records and actions taken for each case. In addition, the status and progress of each complaint are maintained in the system to facilitate easy monitoring, tracking, retrieval and analysis.

  1. Walk-In Complaints / Phone Complaints
    1. Full details of the complaint will be recorded by the Complaints Management Unit and Team.
    2. All complaints must be escalated to the company’s Complaints Management Unit within 1 working day from receipt of the complaint.
    3. Simple complaints that do not require follow up will be resolved immediately during the visit / phone call. If complaint cannot be resolved immediately, the company shall revert to the complainant with a resolution within 5 working days.
    4. For complaint initially identified as simple complaint but subsequently determined to be complex complaint, the complainant must be informed of the classification change within 5 working days from the date of receipt of the complaint.
    5. The company shall resolve complex complaints and inform complainant of its decision within 20 working days from the date of receipt of the complaint. The complainant shall also be provided updates on the progress of the case to the complainant every 10 working days.
    6. Where third party information is required, the resolution TAT will be extended to 30 working days (i.e., additional 10 working days) and the complainant must be informed of the decision within 10 working days from date of receipt of complete information.
    7. In exceptional cases where the company is unable to obtain the required information from the third party within 30 working days, Senior Management must decide on other measures to resolve the complaint in the absence of the relevant information, no later than 60 working days from the date of receipt of the complaint.
  2. Written Complaints (E-mail, Fax, Letter)
    1. Full details of the complaint will be recorded by the Complaints Management Unit and Team.
    2. All complaints must be escalated to the company’s Complaint Unit within 1 working day from receipt of the complaint.
    3. The responsible Department shall provide written acknowledgement to complainant within the next working day together with key information on TPIB complaints handling access points and procedures.
    4. Simple complaints shall be resolved within 5 working days.
    5. For complaint initially identified as simple complaint but subsequently determined to be complex complaint, the complainant must be informed of the classification change within 5 working days from the date of receipt of the complaint.
    6. The company shall resolve complex complaints and inform complainant of its decision within 20 working days from the date of receipt of the complaint. The complainant shall also be provided updates on the progress of the case to the complainant every 10 working days.
    7. Where third party information is required, the resolution TAT will be extended to 30 working days (i.e., additional 10 working days) and the complainant must be informed of the decision within 10 working days from date of receipt of complete information.
    8. In exceptional cases where the company is unable to obtain the required information from the third party within 30 working days, Senior Management must decide on other measures to resolve the complaint in the absence of the relevant information, no later than 60 working days from the date of receipt of the complaint.

All complaints shall be given proper closure with written communication of the company’s final decision, including clear rationale behind the decision.

For redress purposes, the company shall refer the complainant to:

  1. the Financial Markets Ombudsman Service (FMOS) as an avenue to seek redress if the complainant is eligible as defined under the FSA and the complaint falls within the FMOS’ jurisdiction; or
  2. BNM Laman Informasi Nasihat dan Khidmat (BNMLINK) where the complaint does not fall within FMOS’ jurisdiction or the complainant disagrees to be referred to FMOS.