YOUR GUIDE TO LODGING A COMPLANT
We are committed to provide our customers with quality products and good customer
service. Should you have any reasons to believe we have fallen short in our service,
we will be happy to hear from you. Following is what you need to do to allow your
complaint to be handled effectively :
1. Submitting the complaint
You can lodge your complaint in writing (duly sign) and send the letter through
post, email, or fax to :
Customer Service Improvement Unit (CSIU)
Hong Leong Assurance Berhad
Level 3, Tower B, PJ City Development
No. 15A Jalan 219, Seksyen 51A
46100 Petaling Jaya, Selangor
PO Box 120, 46710 Petaling Jaya
Or submit your feedback through our online form (refer to Related Links).
Alternatively, if you require assistance on your complaint and wish to speak to
our dedicated complaint handling officer at CSIU, you may call us at 03-76501715
or 03-76501290 from Mondays to Fridays, 9.00am to 6.00pm.
2. What should be in the complaint letter?
You should furnish information that will enable a proper evaluation of the
complaint, which includes the following :
a) Complainant details such as full name, policy number, address, contact number
and email address;
b) Describe your complaint in an orderly manner and include relevant date(s) and
name(s) of those involved;
c) Provide the relevant documents or supporting evidence (if any).
3. What happens after your complaint is filed?
Upon receiving your complaint, our CSIU officer will acknowledge your complaint
through telephone or email within one (1) working day.
During the acknowledgement, we may ask for further details should the information
provided is not sufficient.
Each complaint will be referred to the respective unit within the company and
investigation into the complaint will commence immediately.
If necessary, we may invite you for a face-to-face discussion.
4. What is the timeframe for resolution?
We shall reply to you of our decision within fourteen (14) days from the date of
receipt of your complaint.
If the complaint is complicated or involves complex issues that require further
investigation or have several parties involved, we will inform you in writing the
need for additional time to resolve the complaint.
We will inform you of our decision on the complaint within thirty (30) days from the
date of the complaint were first lodged.
If a decision cannot be made within the above timeframe due to the need to obtain
material information or information from a third party, we will provide updates on
the progress on a monthly basis thereafter.
5. Still not satisfied with our reply?
If you are not satisfied with the outcome of the complaint resolution, you can
submit your complaint to Financial Mediation Bureau (FMB) or Bank Negara Malaysia
(BNM) to deal with your complaint.
When forwarding your complaint to FMB or BNM, please attach a copy of our decision
or explanation letter to allow your complaint to be handled effectively.
Please refer to FMB within six (6) months of receiving our final decision. You can
get information on the types of complaint handled by FMB from its at website at
www.fmb.org.my
Mediator
Financial Mediation Bureau
Level 25, Blok Utama
Dataran Kewangan Darul Takaful
4 Jalan Sultan Sulaiman
50000 Kuala Lumpur
If your complaint does not fall within the scope of FMB, you can refer to BNM
through BNMTelelink and BNMLink. For more information on these channels, check out
their website at www.bnm.gov.my
