Complaints Procedure

1. If you have an enquiry or complaint on life insurance, kindly refer to the Complaints Unit of insurance companies (please refer to the list below). If you have any enquiries or interested to find out more about life insurance, you may contact the following companies :-

2. You can expect a reply between 2 days and 2 weeks, subject to the nature and complexities of the case.

3. Other Complaints Bureau:
Ombudsman For Financial Services
Level 14, Main Block, Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur

Tel: 03 - 2272 2811 / Fax: 03 - 2272 1577
Website: www.ofs.org.my
Pengarah, Jabatan LINK dan Pejabat Wilayah
Bank Negara Malaysia
Jalan Dato Onn, 50480 Kuala Lumpur

Talian Tol:1 300 88 5465 Fax: 03 - 21741515
Email: bnmtelelink@bnm.gov.my

For walk-in customer:
BNMLINK, Ground Floor, Bank Negara Malaysia,
Jalan Dato Onn, 50480 Kuala Lumpur
complaints information

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Encik Mohd Farop bin Sharif
Head of Customer Service Department

Mr Desmond Choong Ming Tien
Head of Customer Feedback Centre
Allianz Life Insurance Malaysia Berhad Complaint Unit Ground Floor, Block 2A, Plaza Sentral, Jln Stesen Sentral 5, Kuala Lumpur Sentral 50470 Kuala Lumpur
03-2263 6002
03-2264 8499

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Ms Lee Su Wei
Customer Resolution
AmMetLife Insurance Berhad Level6, Menara 1 Sentrum, No 201, Jalan Tun Sambathan 50470 Kuala Lumpur
03-2271 8100
03-2171 3000

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Ms Cheryl Paul
Head, Customer Care
Tel : 1300 88 1899
AIA Bhd. Customer Care Menara AIA, 99, Jalan Ampang 50450 Kuala Lumpur
1-300-88-1899

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Ms Jackie Chin Jia Gi
Head of Customer Care
AXA AFFIN Life Insurance Berhad 8th Floor Chulan Tower No. 3, Jalan Conlay 50450 Kuala Lumpur
03-2117 6688
03-2117 3698

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Rohayu Binti Mohamad Anuar
Complaint Management Unit , Customer Advocacy Department
Etiqa Insurance and Takaful Level 6, Tower B Dataran Maybank No 1, Jalan Maarof 59000 Kuala Lumpur
1300 13 8888

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Mr Vincent, Woon Zhen Quan
Complaints Unit
Gibraltar BSN Life Berhad Customer Relationship Unit Bangunan Gibraltar BSN 16, Jalan Tun Tan Siew Sin 50050 Kuala Lumpur
03-2687 2186
03-2032 2739

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Atiqah Salami Binti Mohd Saupi
Assistant Manager
Great Eastern Life Assurance (Malaysia) Berhad Complaints Handling Unit Menara Great Eastern 303, Jalan Ampang, 50450 Kuala Lumpur
03-4813 3738
03-4259 8397

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Ms Lim Lee Peng
Manager Customer Care
Tel: 03 - 7650 1270 (DID)


Ms Vemala Nathan
Manager, Compliance
Tel: 03 - 7650 1818 (DID)
Hong Leong Assurance Berhad Operations Division Level 3, Tower B, PJ City Development No. 15A Jalan 219, Seksyen 51A 46100 Petaling Jaya, Selangor P.O.Box 120, 46710 Petaling Jaya
03-7650 1818
03-7650 1299

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Ms Foong Yee Ping
Senior Manager, Customer Service

Ms Low Choon Hiong
Assistant Customer Service Manager

Ms Vasantha Devi
Customer Service Executive

Cik Haslina Harun
Customer Service Executive

Cik Faridah Ahmad
Customer Service Executive
Manulife Insurance Berhad Customer Complaint Unit P.O. Box 10312, 50710 Kuala Lumpur
03-2095 7612/ 2095 7613
03-2092 2960

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Ms Naomi Santhanasamy
Manager, Compliance
Tel: 03 - 7652 3956 (DID)
MCIS Insurance Berhad Complaint Unit Level 2, Tower I Wisma MCIS Jalan Barat, 46200 Petaling Jaya
03-7652 3388
03-7956 4388

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Ms Helen Yap
Senior Manager, Customer Management
Complaints Management Level 17, Menara Prudential Persiaran TRX Barat 55188 Tun Razak Exchange Kuala Lumpur
03 - 2789 9460

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Puan Fidya Saleh
Head of Client Services

Mr Chris Shi
Senior Manager, Client Resolution
Sun Life Malaysia Assurance Berhad, Level 11, No. 338, Jalan Tuanku Abdul Rahman, 50100 Kuala Lumpur
1-300-88-5055
03-2614 3550

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Ms. Rachel Chin Yoke Kheng
Head of Operations

Ms. Shahidatul Mazura binti Mat So'od
Manager, Complaint Handling Unit
Tokio Marine Life Malaysia Bhd Ground Floor Menara Tokio Marine Life 189, Jalan Tun Razak 50400 Kuala Lumpur
03-2059 6188
03-21797046

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Ms Cheah Siew Ming
Assistant Manager, Customer Care Department
Tel: 03 - 2146 8357 (DID)
Zurich Life Insurance Malaysia Berhad Complaint Unit, 11th Floor, Menara Zurich 12, Jalan Dewan Bahasa, 50460 Kuala Lumpur
03-2146 8000
03-2144 0352